As previously
explained, please understand we are more than willing to resolve this
customer’s complaints against our company. To ensure customer satisfaction we
simply asked the customer to cooperate by providing supporting information in
order for us to validate their claims. It is critical that this information is
provided to ensure a fair investigation and resolution for both the customer as
well as the company.
Due to the
customer’s apparent inability and failure to comply with our basic validation
process, we were unable to formally investigate this matter. Sequentially
unable to offer a suitable resolution.
However, we
truly value our customers and take any complaints very seriously. In the future
should the customer ultimately decide to comply and provide the previously
requested basic, necessary and required documents to validate a transaction
with the company, we will thoroughly investigate their claims immediately, in
hopes of seeking resolution.
In order to
maintain our high level of customer satisfaction, Classic Moving Services is willing to compensate you $50.00 in good
faith for any inconvenience that may have occurred during the process of your
move.
Upon your
signature and return of this letter, a settlement check will be forwarded to
you at the address above.
Kindly accept our apologies for any
inconvenience and we wish you the best in your new location!
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
Thank you for contacting Classic Moving Services on my behalf. I appreciate their idealistic approach to how things should run and I was very much looking forward to doing business with them in the same idealistic way. Prior to my selecting the company I went over the estimate with the salesperson several times and clarified the items to be moved several times for the final estimate. I am happy that they are willing to investigate and pray that no one will have to go through what I went through with the company.For further clarification on the claims made in their response email. Per Additional Volume ClaimsI provided and initial moving list of 67 items (see attached MovingList_[redacted]) which was emailed to the salesperson on May 22. Also attached is the email to make changes to the original list (Document - Change to Moving List) and the Binding Moving Estimate listing the 67 items (Document - Moving Estimate #[redacted]_05.26.2015). This change was also confirmed with the sales person on May 25 (day before pickup) via email and phone call. He informed me that he made these changes and any changes after this final change would need to be made with the team when they arrived for pickup. They picked up on May 26. When the driver arrived I advised him that I had two items I would like to add and showed him the items - a comforter and small folding tray table. The driver did not refuse these items. See attached photos of comforter and folding table. These were the only additions for a total of 69 items. Based on my calculations these two items would not occupy an additional 150 cu ft. I have also attached a photo of the Household Goods Inventory List Documented by Driver. Clearly if I had know a comforter and folding tray table would cost $900 I would have taken them to Goodwill.Per the claims of additional packing supplies and being unpacked.I was completely packed as agreed and all items already disassembled upon arrival of the moving team and I purchased all packing materials which included boxes, tape, mattress and sofa covers etc purchased at Home Depot and can provide receipts for all. Items were fully packed by the time the driver and loaders arrived. The only packing materials used by the moving team were blankets and tape to secure them which is listed in the Binding Moving Estimate as "Free Quality Moving Blankets will be provided". (An example would be them adding moving blankets on the sofa over my moving cover purchased at Home Depot for additional protection) They also provide "Loading and Unloading of all items and Assembly, Disassembly and placement of all furniture on pickup and delivery as part of their service. At pickup I had already disassembled all furniture which required disassembling. Upon delivery they only assembled one item, the bed. The moving team which was scheduled to arrive between 2-4pm arrived after 6pm and I was very ready for their arrival and completion of pickup. I can also provide you with the contact information for a witness who was at my apartment at the time the movers arrives.The claim was filed on their affiliate website Movingclaims.net their Claims Processing Center on Friday 19th June, 2015. All information requested on this website was provided and I am awaiting further communication from them for any additional information required. Items were delivered on Sunday 14th June 2015.I can understand minor discrepancies on the part of their sales team and on site movers in the calculation of cu ft, but to have a discrepancy of over 150 cu ft when the original was only for 426 cu ft is completely erroneous and needs to be investigated further.Additional ClarificationFor pickup the team came in a [redacted] Rental Truck approx 24'-0 with lift gate and upon delivery a truck with the name A[redacted] Trucking Inc. and employees from that company delivered my items. Per my knowledge I was doing business with Classic Moving Services.The driver also arrived with an old invoice indicating I had a balance of $1434 even though I had paid $634 on Jun 04 via money transfer directly to the account of Classic Moving Services. I had to show him the latest invoice on my computer before he accepted the final $800I paid the final $800 at delivery and was given no receipt or acknowledgement of payment. The driver said he had no receipts to give.There were several discrepancies in the items tagged #6 to be delivered to me. The delivery team delivered several items tagged #6 which were not mine and I noted this to them. They insisted that they were tagged #6 which was my number so we opened two of the boxes and I confirmed that they were not mine.There was also one which was left at my house for a person [redacted] and I immediately called the driver who said he would pick it up on his way back up from GA. He later picked it up days later and was thankful that I had called since he said it would come out of his salary.Four of my items were missing and they had no idea where they were and two items they brought in in complete pieces. All of this was noted in the initial claim description on the claim website.Thank you for your help in trying to resolve this matter. I budgeted my move based on their initial Binding Moving Estimate and to have that amount increase by almost 50% ($900) put me in additional debt I was not even prepared for.[redacted]
Following update taken over phone by Revdex.com representative (**) Consumer [redacted] called with additional info. She states this 'has been a mess from the start.' She found the company online. She has never been able to speak with the same company representative any time she calls.Consumers were told...
originally that the deposit would be $800. Payment was through paypal on 6/19 for $499. A credit card account was charged $365. The credit card charge was reversed. There has been much confusion with the company charging the CC and paypal. Company charged the CC again $365, which went through, but is being disputed again. Move was scheduled for 7/7/15 with original quote of $2500. Move was from DE to LA. When company arrived and started loading truck, they told consumers that they had more than would fit on the truck and the price went up to $5500. Consumers refused to proceed, unloaded the truck, stored their belongings overnight with neighbors, and moved themselves the following day.
The sales experience was great but once we signed the contract the communication stopped. Our belongings were picked up 6/25/15 - with hundreds of dollars over estimate. This was supposed to be a 'full service move' yet they charged an extra $250 for moving the piano that was already included in the estimate. It is now 7/24/15 and I have no idea where our belongings are. Many email and phone attempts later, this company will not respond.
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
I am a young single woman, and I was moving out of state alone. I don't make a lot of money as an educator, but after really thinking about it and researching, I decided I was willing to pay for the convenience and safety of not having to move my things by myself. I did my research, called around, and fell into a conversation with Jack from Classic Moving.
He promised a point-to-point, full service move. Even gave me a veteran's discount for my dad's military service. Told me to watch out for those other guys who will take advantage of you not knowing about the loopholes. In my defense, this was how they all sounded. And all the movers I looked up had mixed reviews. So, he gave me a good quote, which I took as a tie breaker, and I decided to go for it.
Once the money was in their hands and the contract was secured, it was like they disappeared. Moving day came and went, and my movers did not come. They, who were actually subcontractors, came the next day because they were overbooked. They needed to know how many cubic feet I was estimated with Classic. Sure, no problem. I pulled up the contract I'd received online and it no longer existed. Hmm. I called and got bounced around 8 different people just to get someone to look up my contract to get the information. In this time I was told the following: 1) I did not have a move with them; 2) my move was finished already; and 3) from sales, that, quote, "we don't have anything to do with this anymore and can't help you."
This was only the beginning.
I drove up to my new home. I'd allotted time to be off work and then to have someone stay at my house for up to a week to receive my things. The conversation I had with Jack in sales:
Me: "This says it could take a really long time to get there. Should I get picked up earlier?"
Jack: "NAHHH... to Oregon?! 3-5 days, tops. I don't know what those guys are talking about."
Me: "Really? You're the expert." [Does not change pick up time.]
3-5 days came and went. I called and called. No one would tell me where my things were. "It can take up to 21 days. It's in your contract." My mom called for me several times during the day while I was at work and they finally told her my things were in Orange County sitting on a truck. (Why would this be on a point to point move? They would not explain.)
Between pick up and delivery, I made a total of 37 calls (that includes being transferred from person to person, having transferred calls dropped, people forgetting about me on hold, and people just hanging up on me) with one question--can you tell me the status of my move?--so I could prepare to receive the movers and not get charged extra. This question was apparently way too difficult. No one could tell me. I was "promised" to be called back (one guy--who was clearly too nice for this company's crappy infrastructure, who probably had his hands tied, so I won't name him--said the word "PROMISE" 7 times in regard to having a manager call me.
After 2 weeks, I finally got someone in Sales to tell me that my things would be there Thursday, Friday "at the latest".
Thursday and Friday came and went as did the weekend. At this point, I was getting anxious because of the disorganization of the company. Upset too. Granted, all that transpired was "LEGAL", but the whole thing was deceptive. 3-5 days? Point-to-point move? Just tell me the truth; I'd have planned differently.
I called customer service again and again to find out what was going on. No one had any info. I was told I didn't have a move, that it would take up to 21 days, that they didn't know where it was, that I should just wait--"we're very busy, it's summer."
I had my parents call. My uncle who's a logistics manager for a corporation called. The powers that be were a lot nicer to them--they didn't make them feel unreasonable/itic for asking, "where's the stuff?". Just lots of excuses, the occasional apology. No one would let me speak to a manager.
Then, after getting through to someone in customer service and explaining myself AGAIN, I was told to go to a website to track my move. Wait, why didn't anyone tell me before? They referred me to URL that had nothing on it (the domain was for sale). So I called again and had them type it into their browser. "Huh, that's weird."
Finally, FINALLY, the subcontractor called and said he'd be dropping my things off that night. Two and a half weeks after I was told it would come. They charged me an extra fee for the long carry (Jack had said that I wouldn't need one) and they were so good as to waive a fee for not being able to get their 16-wheel truck in my apartment complex (is there an apartment complex a 16 wheeler could fit in?!) They had "lost" all my electronics and some irreplaceable family items. The moving foreman's words: "Well, I would never send electronics or valuables with movers." I followed up (calls and calls and more calls) to see if my things could be misplaced (the foreman thought they could, as the warehouse manager was incompetent, in his estimate) and I am currently in a frustrating claims process with a third party servicer in which they're trying to get me to give up with a zillion unneccessary steps. .I don't feel good about it.
In sum, I spent a HUGE amount of time trying to get info and buying back things that were sitting on a truck god-knows-where, now things are missing. This whole experience was 1) time consuming, 2) expensive, 3) shady--but legal, I suppose, according to the contract, and 4) not worth it. It's criminal, and now I'm finding many others had a similar experience in the same timeframe I did. I don't want anyone else to struggle through this and lose their hard-earned money.
Related:
Recently NYTimes posted an article in their consumer column, The Haggler, about Classic's practices: http://www.nytimes.com/2015/09/27/your-money/empty-promises-and-broken-surfboard...⇄
Please note
that Classic Moving Services is more
than willing to thoroughly investigate this matter in an attempt to better
comprehend and validate all of the customer’s claims/complaints against our
company. Customer satisfaction is critically important to us and we want to
ensure that every customer knows their business is valued and truly
appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Company Claims
Processing Agent) we can validate that the customer’s claims/complaints against
the company are in fact true and accurate, the company will compensate the
customer in accordance to their coverage and will ensure a fair resolution to
their issues.
All of our binding transportation quotes provided
by our relocation representatives are based on information given by customers
prior to move date which consists of a total volume to be shipped. Upon receiving
this information, a binding & guaranteed transportation cost is provided to
the customer specifying and detailing services to be rendered, with customer
approval to Order of Service via Electronic Signature confirming the
information provided is true and accurate.
Upon arrival to customer home (On the
move date), the supervisor in charge clearly notice that the customer is trying
to add additional services to his initial contract such as additional items to
be move (Which means additional volume on the truck) as well as additional
packing supplies (Customer was not fully packed as initially agreed).
Please Note that on the
confirmation call from Classic Moving
Services (Confirmation Department) one day prior to pick-up date, there was
NO mention made by the customer of additions or changes to the account.
As per
DOT regulation: If, before loading customer shipment,
we believe that the customer is tendering additional household goods or are
requiring additional services not identified in the initial Estimate Cost For
Service, the carrier keeps the right to refuse to service the additional
household goods or services. The company will agree to service the shipment by
agreeing to negotiate a revised written binding estimate and executing a
Rescission Of Old Estimate which will list the additional cubic feet of
household goods and/or additional services.
Our goal is to insure a high level of customer service
prior, during and after our service is rendered. Please understand that we
always try to be as clear & upfront as possible with customers prior to
their move date to avoid any unforeseen surprises. We can assure you that if
the customer had read & comprehended the company terms & conditions
prior to fully signing and agreeing to them, we would not be in this situation.
Please note that as of today the customer is still within
the preliminary stages of his complaint with Movingclaims.net (a third party
Claims Processing Center). To date the customer has yet to provide any
supportive documentation to help validate his claims against the moving
company. Thus causing a delay in the claim process, sequentially causing a
delay in finding a fair and amicable resolution.
The customer must understand that for their
claims to be addressed, validated and resolved they must comply with the basic
requirements made by the Claims Processing Center.
We first would like to thank you for getting involved and
assisting us in resolving this customer’s issues. We hope that your interaction
will help resolve this matter in a timely manner.
Sincerely,
[redacted]
Customer
Service
Classic
Moving Services
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The moving company representative does not seem to understand what the issue is. The issue is delivery of a second shipment that I was first not informed would occur until after I paid the bill in full, was told to expect the second delivery April 27 or April 28. I do not know if I have damaged goods or lost goods as I am sill awaiting word about the delivery and the delivery itself. So of course the customer didn't follow your protocol. That process hasn't even begin yet. I am still waiting for the remainder of my items. Why have you not prodiced tracking of this shipment to me? Contrarily: I have honored my end of the contract in full and you have not. Therefore, the service from this moving company has fallen far short of any reasonable expectation. Please review the circumstances and if you have questions, call me directly (the easiest path to resolution) and I will clarify any questions, so that when you comment: it is related to what is going on in my specific circumstance. I have asked for you to look at your hard copy of the contract as my copy is exactly the same in soft copy form. You can additionally check with billing that I paid in full when I did not receive items in full and was not informed of this until the fm drivers were leaving from delivery of the first truck. Additionally you can check the records from company care to see how many times I have spoken to [redacted], [redacted] and once to [redacted]. This method is delaying prompt resolution. The information is already in the company files and records. Please call me Tuesday May 26 to discuss in full. Or leave a number where you can be reached (another hurdle in this entire process.
Regards,
[redacted]
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
Matrix movers added addition charges. Customer service would hang up on me. Always given a number but never found anyone in charge when asked for a supervisor was put on hold. Used wifes phone and called same woman who said there were no supervisor. I got the run around for weeks. I was told I had to wait for driver to call and was hung up on. Then every time I called it went straight to music as if I was blocked.
Then when the driver did call it was an extra 500. Short of law suit I had to pay 200 as if I was paying ransom. The two guys that booked my move no longer work there.After the booking everyone was very rude.
Absolutely DO NOT ever use classic moving services from new jersey. They have royally screwed up my move. Not only was the final cost TWICE what the estimate was. they did not deliver all of my goods in one shot. My motorcycle has not arrived and the company has no record of it.
Bottom line if you don't want to be screwed by your movers DO NOT use Classic moving lines.
Please accept our
sincerest apologies for any inconvenience you may be incurring during this
claim process. We understand your time is very valuable and we truly appreciate
your patience.
Please
see below, our records show that the last correspondence we've sent
to you was on 06/19/15, the Claim Procedures Package (Please see attached). To date we have not
received that back from you.
For
your convenience we’ve re-attached the PDF file. Please follow the instructions
on the package and return it to the address below so that we may continue
forward with your claim process.
Mailing Address:
MovingClaims.net
P.O. Box 630686
Miami FL 33163
Kindly accept our apologies for any inconvenience and we wish
you the best in your new location!
Please note
that Classic Moving Services is more
than willing to thoroughly investigate this matter in an attempt to better
comprehend and validate all of the customer’s claims/complaints against our
company. Customer satisfaction is critically important to us and we want to
ensure that every customer knows their business is valued and truly
appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Company Claims Processing
Agent) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company will compensate the customer
in accordance to their coverage and will ensure a fair resolution to their
issues.
We respectfully
request that the customer submit copies of the contracts they have received
from the company, they allegedly have had transactions with to determine and
validate the company he is attempting to file his complaint against. Thus will
ensure a fair investigation for both the customer as well as the company.
Please provide the following supportive
Documents to your complaint (FRONT AND BACK):
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
Be sure to
present copies of any moving documents that may include written notations of
damages, loss or and delays that were made by you at time of delivery (be sure
to highlight such notations).
We urge the
customer to submit additional information as soon as possible so that we may
address his/her issues. As we will not be able to validate nor investigate this
matter any further until the requested documentation is rendered.
We strongly believe that with mutual
consideration we can easily reach an understanding and keep the relationship
between all parties in good standing.
Very Truly,
[redacted]
Customer Service Department – Classic Moving Services.
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Notation written 5/6/15. Business is requesting Bill of Lading. The business has a copy of the paperwork that I have a copy for. I request Classic Movers to provide copy of the paperwork they have also. Regarding description of the household goods: I do not have the total of goods company promised to deliver. I received half of the order (perhaps half, I am not sure what they still withhold) April 24. I was not informed there would be two shipments from the company. The drivers of the first delivery arrived at about 5:30-6 pm and unloaded until approximately 8:30-9 pm. It was during their final minutes that they informed me there would be a second truck coming perhaps the following Monday or Tuesday. That I was to call the office Monday, April 27 (which I did). At this point, Friday, April 24, they were paid in full. I was told by a person at this number: [redacted] (I believe this may be a personal cell) that I had to pay 2K of the remaining 3K owed before the April 24 drivers could bring the shipment and the final 1K before they opened the truck door (keep in mind, at this time I believed the shipment was the entire shipment). That is what occurred. Drivers were paid 1K before they opened the door. I have a witness for this as I had a person accompany me to the storage unit where the shipment was delivered. The items delivered thus far are in a storage facility. Since I was told I would receive the second delivery on or about the 27th, 28th (from the drivers--the office did not provide this information but instead said I would be called 24 hours ahead of the delivery with no estimated delivery time frame), I was awaiting the second delivery before going through the belongings to check what was there. Following the April 27 call to the office when I was told they could not give me a time frame, I explained I had to travel to [redacted] for 6 days. That I could only have someone meet drivers at the storage if I had some idea when they would be coming. That it was a hardship as I am in a new city and do not have contacts established to assist me with moments of happenstance (we might come, we might not). This is certainly a reasonable situation that I believe any person would understand and be congenial to being more descriptive than to say something to the effect that "all we can say is that you will receive a call." The customer care center to whom I was in contact is an outsourced facility in Miami and not on the premises of the moving company. Therefore, direct contact with someone from the company has proven difficult as I have been repeatedly told I would hear from someone and have not. I raised the issue that May 2,3 would be 30 days of my free storage. I was told by customer care (in Miami) that the company would assume responsibility for cost beyond that point if they didn't deliver the items. I have not received anything in writing from the company regarding this, regardless who I have spoken to.All of this could have been avoided with correspondence with the personnel at the Classic Moving company. The customer care center has sent emails to them stating that I am requesting updates and to date, I have received no updates. I have called the sales office as well, just to have someone from the company to speak with. No one will give me names of supervisors or persons to contact when the issues are not resolved with those I have been speaking with. I am requesting the company tell me where the remaining items of my belongings are and when (time frame) they will be delivering them to the storage unit in [redacted]. The last I heard on 4/27, the items were still in storage in [redacted]. My monies due to them were paid in full 4/24 with them still retaining some of my items (the second truck) and I feel this was done in bad faith. When I spoke to the person at [redacted] regarding final payment before the 4/24 delivery: no one informed me there would be two trucks and that this was only a partial delivery. Or I would NOT have paid the balance. I have text and email correspondence regarding some of this and there were phone calls. The company line states that phone calls are recorded. I do not know if this line is the persons personal phone or company phone, but all conversations should be recorded.I believe if this company stands behind its words (in the letter to Revdex.com) that they care about customer satisfaction they would be on the phone with me resolving this issue. To date, this has not occurred. What I am requesting: specifically is for company to provide their records of this move (from their end) and to ensure that the remaining items from my household, which have been paid for their promise to deliver to me per the contract, are in their possession and will be scheduled to be delivered to me. The onus is not on me to be the bearer of what is the transactional promise and responsibility by this company. To date, their promises and business efforts have fallen short of what was promised and what is expected from any consumer of services from a moving company. I am more than willing to equally provide paperwork, copies of emails, texts etc., however, want to see this from their end also.The easiest resolution is to call me and establish a time for delivery of my remaining goods as soon as possible.Thank you[redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.According to Classic Moving Services, I am only allowed to open one dispute, so if I open one now, before I receive my possessions, I am unable to open another if I receive my items and anything is damaged, broken, or missing. At this point, I am having a serious issue with them over payment before shipping. On every bit of correspondence I had received prior I was told I needed to pay 70% up front and 30% at delivery, now they are stating I need to pay 90% up front and 10% on delivery before they will even ship my things. I questioned why this was the case and I was given an excuse that doesn't even add up. They are using their fine print to stick it to their customer even more. I have made such an issue over this situation, I know exactly why they are doing this. I have attached all my supporting documentation that was requested by Classic Moving Services, including the emails back and forth on why there was a change in the percentages. I appreciate your help in this matter.
Regards,
[redacted]
As previously explained, all of our binding
transportation quotes provided by our relocation representatives are based on
information given by customers prior to move date which consists of a total
volume to be shipped. Upon receiving this information, a binding &
guaranteed transportation cost is provided to the customer specifying and
detailing services to be rendered, with customer approval to Order of Service
via Electronic Signature confirming the information provided is true and
accurate.
Upon arrival to customer home (On the
move date), the supervisor in charge clearly notice that the customer is trying
to add additional services to his initial contract such as additional items to
be move (Which means additional volume on the truck) as well as additional
packing supplies (Customer was not fully packed as initially agreed).
Please Note that on the
confirmation call from Classic Moving
Services (Confirmation Department) one day prior to pick-up date, there was
NO mention made by the customer of additions or changes to the account.
As per
DOT regulation: If, before loading customer shipment,
we believe that the customer is tendering additional household goods or are
requiring additional services not identified in the initial Estimate Cost For
Service, the carrier keeps the right to refuse to service the additional
household goods or services. The company will agree to service the shipment by
agreeing to negotiate a revised written binding estimate and executing a
Rescission Of Old Estimate which will list the additional cubic feet of household
goods and/or additional services.
Our goal is to insure a high level of customer service
prior, during and after our service is rendered. Please understand that we
always try to be as clear & upfront as possible with customers prior to
their move date to avoid any unforeseen surprises. We can assure you that if
the customer had read & comprehended the company terms & conditions
prior to fully signing and agreeing to them, we would not be in this situation.
Please note that as of today
the customer is still within the preliminary stages of his complaint with
Movingclaims.net (a third party Claims Processing Center). To date the customer
has yet to provide any supportive documentation to help validate his claims
against the moving company. Thus causing a delay in the claim process,
sequentially causing a delay in finding a fair and amicable resolution.
In order to maintain our high level of
customer satisfaction, Classic Moving Services is willing to compensate you
$50.00 in good faith for any inconvenience that may have occurred during the
process of your move.
We first would like to thank you for
getting involved and assisting us in resolving this customer’s issues. We hope
that your interaction will help resolve this matter in a timely manner.
How did they offer me a full refund when I was ready to pay my deposit if I cancelled my services? - Please elaborate???How come they are contradicting their statements in the receipt? - Please elaborate???We just dont understand the question....
June 15, 2015
Dear Revdex.com,
As previously
explained, please understand we are more than willing to resolve this
customer’s complaints against our company. To ensure customer satisfaction we
simply asked the customer to cooperate by providing supporting information in
order for us to validate their claims. It is critical that this information is
provided to ensure a fair investigation and resolution for both the customer as
well as the company.
Due to the
customer’s apparent inability and failure to comply with our basic validation
process, we were unable to formally investigate this matter. Sequentially
unable to offer a suitable resolution.
However, we
truly value our customers and take any complaints very seriously. In the future
should the customer ultimately decide to comply and provide the previously
requested basic, necessary and required documents to validate a transaction
with the company, we will thoroughly investigate their claims immediately, in
hopes of seeking resolution.
In order to
maintain our high level of customer satisfaction, Classic Moving Services is willing to compensate you $50.00 in good
faith for any inconvenience that may have occurred during the process of your
move.
Upon your
signature and return of this letter, a settlement check will be forwarded to
you at the address above.
Kindly accept our apologies for any
inconvenience and we wish you the best in your new location!
Very Truly,
Customer Service Dept.
sans-serif;">
Dear Revdex.com,
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
Very Truly,
[redacted]
Legal – Classic
Moving Services.
Thank you for contacting Classic Moving Services on my behalf. I appreciate their idealistic approach to how things should run and I was very much looking forward to doing business with them in the same idealistic way. Prior to my selecting the company I went over the estimate with the salesperson several times and clarified the items to be moved several times for the final estimate. I am happy that they are willing to investigate and pray that no one will have to go through what I went through with the company.For further clarification on the claims made in their response email. Per Additional Volume ClaimsI provided and initial moving list of 67 items (see attached MovingList_[redacted]) which was emailed to the salesperson on May 22. Also attached is the email to make changes to the original list (Document - Change to Moving List) and the Binding Moving Estimate listing the 67 items (Document - Moving Estimate #[redacted]_05.26.2015). This change was also confirmed with the sales person on May 25 (day before pickup) via email and phone call. He informed me that he made these changes and any changes after this final change would need to be made with the team when they arrived for pickup. They picked up on May 26. When the driver arrived I advised him that I had two items I would like to add and showed him the items - a comforter and small folding tray table. The driver did not refuse these items. See attached photos of comforter and folding table. These were the only additions for a total of 69 items. Based on my calculations these two items would not occupy an additional 150 cu ft. I have also attached a photo of the Household Goods Inventory List Documented by Driver. Clearly if I had know a comforter and folding tray table would cost $900 I would have taken them to Goodwill.Per the claims of additional packing supplies and being unpacked.I was completely packed as agreed and all items already disassembled upon arrival of the moving team and I purchased all packing materials which included boxes, tape, mattress and sofa covers etc purchased at Home Depot and can provide receipts for all. Items were fully packed by the time the driver and loaders arrived. The only packing materials used by the moving team were blankets and tape to secure them which is listed in the Binding Moving Estimate as "Free Quality Moving Blankets will be provided". (An example would be them adding moving blankets on the sofa over my moving cover purchased at Home Depot for additional protection) They also provide "Loading and Unloading of all items and Assembly, Disassembly and placement of all furniture on pickup and delivery as part of their service. At pickup I had already disassembled all furniture which required disassembling. Upon delivery they only assembled one item, the bed. The moving team which was scheduled to arrive between 2-4pm arrived after 6pm and I was very ready for their arrival and completion of pickup. I can also provide you with the contact information for a witness who was at my apartment at the time the movers arrives.The claim was filed on their affiliate website Movingclaims.net their Claims Processing Center on Friday 19th June, 2015. All information requested on this website was provided and I am awaiting further communication from them for any additional information required. Items were delivered on Sunday 14th June 2015.I can understand minor discrepancies on the part of their sales team and on site movers in the calculation of cu ft, but to have a discrepancy of over 150 cu ft when the original was only for 426 cu ft is completely erroneous and needs to be investigated further.Additional ClarificationFor pickup the team came in a [redacted] Rental Truck approx 24'-0 with lift gate and upon delivery a truck with the name A[redacted] Trucking Inc. and employees from that company delivered my items. Per my knowledge I was doing business with Classic Moving Services.The driver also arrived with an old invoice indicating I had a balance of $1434 even though I had paid $634 on Jun 04 via money transfer directly to the account of Classic Moving Services. I had to show him the latest invoice on my computer before he accepted the final $800I paid the final $800 at delivery and was given no receipt or acknowledgement of payment. The driver said he had no receipts to give.There were several discrepancies in the items tagged #6 to be delivered to me. The delivery team delivered several items tagged #6 which were not mine and I noted this to them. They insisted that they were tagged #6 which was my number so we opened two of the boxes and I confirmed that they were not mine.There was also one which was left at my house for a person [redacted] and I immediately called the driver who said he would pick it up on his way back up from GA. He later picked it up days later and was thankful that I had called since he said it would come out of his salary.Four of my items were missing and they had no idea where they were and two items they brought in in complete pieces. All of this was noted in the initial claim description on the claim website.Thank you for your help in trying to resolve this matter. I budgeted my move based on their initial Binding Moving Estimate and to have that amount increase by almost 50% ($900) put me in additional debt I was not even prepared for.[redacted]
Following update taken over phone by Revdex.com representative (**) Consumer [redacted] called with additional info. She states this 'has been a mess from the start.' She found the company online. She has never been able to speak with the same company representative any time she calls.Consumers were told...
originally that the deposit would be $800. Payment was through paypal on 6/19 for $499. A credit card account was charged $365. The credit card charge was reversed. There has been much confusion with the company charging the CC and paypal. Company charged the CC again $365, which went through, but is being disputed again. Move was scheduled for 7/7/15 with original quote of $2500. Move was from DE to LA. When company arrived and started loading truck, they told consumers that they had more than would fit on the truck and the price went up to $5500. Consumers refused to proceed, unloaded the truck, stored their belongings overnight with neighbors, and moved themselves the following day.
The sales experience was great but once we signed the contract the communication stopped. Our belongings were picked up 6/25/15 - with hundreds of dollars over estimate. This was supposed to be a 'full service move' yet they charged an extra $250 for moving the piano that was already included in the estimate. It is now 7/24/15 and I have no idea where our belongings are. Many email and phone attempts later, this company will not respond.
May 27, 2015
sans-serif;">
Revdex.com SERVING GREATER CLEVELAND
2800 Euclid Ave. 4th Floor
Cleveland Ohio 44115
Phone: 216-241-7678
Fax Line: 216-861-6365
Re: [redacted] – [redacted]
Dear Revdex.com,
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
Very Truly,
[redacted]
Legal – Classic
Moving Services.
I am a young single woman, and I was moving out of state alone. I don't make a lot of money as an educator, but after really thinking about it and researching, I decided I was willing to pay for the convenience and safety of not having to move my things by myself. I did my research, called around, and fell into a conversation with Jack from Classic Moving.
tic for asking, "where's the stuff?". Just lots of excuses, the occasional apology. No one would let me speak to a manager.
He promised a point-to-point, full service move. Even gave me a veteran's discount for my dad's military service. Told me to watch out for those other guys who will take advantage of you not knowing about the loopholes. In my defense, this was how they all sounded. And all the movers I looked up had mixed reviews. So, he gave me a good quote, which I took as a tie breaker, and I decided to go for it.
Once the money was in their hands and the contract was secured, it was like they disappeared. Moving day came and went, and my movers did not come. They, who were actually subcontractors, came the next day because they were overbooked. They needed to know how many cubic feet I was estimated with Classic. Sure, no problem. I pulled up the contract I'd received online and it no longer existed. Hmm. I called and got bounced around 8 different people just to get someone to look up my contract to get the information. In this time I was told the following: 1) I did not have a move with them; 2) my move was finished already; and 3) from sales, that, quote, "we don't have anything to do with this anymore and can't help you."
This was only the beginning.
I drove up to my new home. I'd allotted time to be off work and then to have someone stay at my house for up to a week to receive my things. The conversation I had with Jack in sales:
Me: "This says it could take a really long time to get there. Should I get picked up earlier?"
Jack: "NAHHH... to Oregon?! 3-5 days, tops. I don't know what those guys are talking about."
Me: "Really? You're the expert." [Does not change pick up time.]
3-5 days came and went. I called and called. No one would tell me where my things were. "It can take up to 21 days. It's in your contract." My mom called for me several times during the day while I was at work and they finally told her my things were in Orange County sitting on a truck. (Why would this be on a point to point move? They would not explain.)
Between pick up and delivery, I made a total of 37 calls (that includes being transferred from person to person, having transferred calls dropped, people forgetting about me on hold, and people just hanging up on me) with one question--can you tell me the status of my move?--so I could prepare to receive the movers and not get charged extra. This question was apparently way too difficult. No one could tell me. I was "promised" to be called back (one guy--who was clearly too nice for this company's crappy infrastructure, who probably had his hands tied, so I won't name him--said the word "PROMISE" 7 times in regard to having a manager call me.
After 2 weeks, I finally got someone in Sales to tell me that my things would be there Thursday, Friday "at the latest".
Thursday and Friday came and went as did the weekend. At this point, I was getting anxious because of the disorganization of the company. Upset too. Granted, all that transpired was "LEGAL", but the whole thing was deceptive. 3-5 days? Point-to-point move? Just tell me the truth; I'd have planned differently.
I called customer service again and again to find out what was going on. No one had any info. I was told I didn't have a move, that it would take up to 21 days, that they didn't know where it was, that I should just wait--"we're very busy, it's summer."
I had my parents call. My uncle who's a logistics manager for a corporation called. The powers that be were a lot nicer to them--they didn't make them feel unreasonable/i
Then, after getting through to someone in customer service and explaining myself AGAIN, I was told to go to a website to track my move. Wait, why didn't anyone tell me before? They referred me to URL that had nothing on it (the domain was for sale). So I called again and had them type it into their browser. "Huh, that's weird."
Finally, FINALLY, the subcontractor called and said he'd be dropping my things off that night. Two and a half weeks after I was told it would come. They charged me an extra fee for the long carry (Jack had said that I wouldn't need one) and they were so good as to waive a fee for not being able to get their 16-wheel truck in my apartment complex (is there an apartment complex a 16 wheeler could fit in?!) They had "lost" all my electronics and some irreplaceable family items. The moving foreman's words: "Well, I would never send electronics or valuables with movers." I followed up (calls and calls and more calls) to see if my things could be misplaced (the foreman thought they could, as the warehouse manager was incompetent, in his estimate) and I am currently in a frustrating claims process with a third party servicer in which they're trying to get me to give up with a zillion unneccessary steps. .I don't feel good about it.
In sum, I spent a HUGE amount of time trying to get info and buying back things that were sitting on a truck god-knows-where, now things are missing. This whole experience was 1) time consuming, 2) expensive, 3) shady--but legal, I suppose, according to the contract, and 4) not worth it. It's criminal, and now I'm finding many others had a similar experience in the same timeframe I did. I don't want anyone else to struggle through this and lose their hard-earned money.
Related:
Recently NYTimes posted an article in their consumer column, The Haggler, about Classic's practices: http://www.nytimes.com/2015/09/27/your-money/empty-promises-and-broken-surfboard...⇄
April 2, 2015
sans-serif;">
Revdex.com SERVING GREATER CLEVELAND
2800 Euclid Ave. 4th Floor
Cleveland Ohio 44115
Phone: 216-241-7678
Fax Line: 216-861-6365
[email protected]
Re: [redacted] [redacted]
Dear Revdex.com,
Please note
that Classic Moving Services is more
than willing to thoroughly investigate this matter in an attempt to better
comprehend and validate all of the customer’s claims/complaints against our
company. Customer satisfaction is critically important to us and we want to
ensure that every customer knows their business is valued and truly
appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Company Claims
Processing Agent) we can validate that the customer’s claims/complaints against
the company are in fact true and accurate, the company will compensate the
customer in accordance to their coverage and will ensure a fair resolution to
their issues.
All of our binding transportation quotes provided
by our relocation representatives are based on information given by customers
prior to move date which consists of a total volume to be shipped. Upon receiving
this information, a binding & guaranteed transportation cost is provided to
the customer specifying and detailing services to be rendered, with customer
approval to Order of Service via Electronic Signature confirming the
information provided is true and accurate.
Upon arrival to customer home (On the
move date), the supervisor in charge clearly notice that the customer is trying
to add additional services to his initial contract such as additional items to
be move (Which means additional volume on the truck) as well as additional
packing supplies (Customer was not fully packed as initially agreed).
Please Note that on the
confirmation call from Classic Moving
Services (Confirmation Department) one day prior to pick-up date, there was
NO mention made by the customer of additions or changes to the account.
As per
DOT regulation: If, before loading customer shipment,
we believe that the customer is tendering additional household goods or are
requiring additional services not identified in the initial Estimate Cost For
Service, the carrier keeps the right to refuse to service the additional
household goods or services. The company will agree to service the shipment by
agreeing to negotiate a revised written binding estimate and executing a
Rescission Of Old Estimate which will list the additional cubic feet of
household goods and/or additional services.
Our goal is to insure a high level of customer service
prior, during and after our service is rendered. Please understand that we
always try to be as clear & upfront as possible with customers prior to
their move date to avoid any unforeseen surprises. We can assure you that if
the customer had read & comprehended the company terms & conditions
prior to fully signing and agreeing to them, we would not be in this situation.
Please note that as of today the customer is still within
the preliminary stages of his complaint with Movingclaims.net (a third party
Claims Processing Center). To date the customer has yet to provide any
supportive documentation to help validate his claims against the moving
company. Thus causing a delay in the claim process, sequentially causing a
delay in finding a fair and amicable resolution.
The customer must understand that for their
claims to be addressed, validated and resolved they must comply with the basic
requirements made by the Claims Processing Center.
We first would like to thank you for getting involved and
assisting us in resolving this customer’s issues. We hope that your interaction
will help resolve this matter in a timely manner.
Sincerely,
[redacted]
Customer
Service
Classic
Moving Services
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The moving company representative does not seem to understand what the issue is. The issue is delivery of a second shipment that I was first not informed would occur until after I paid the bill in full, was told to expect the second delivery April 27 or April 28. I do not know if I have damaged goods or lost goods as I am sill awaiting word about the delivery and the delivery itself. So of course the customer didn't follow your protocol. That process hasn't even begin yet. I am still waiting for the remainder of my items. Why have you not prodiced tracking of this shipment to me? Contrarily: I have honored my end of the contract in full and you have not. Therefore, the service from this moving company has fallen far short of any reasonable expectation. Please review the circumstances and if you have questions, call me directly (the easiest path to resolution) and I will clarify any questions, so that when you comment: it is related to what is going on in my specific circumstance. I have asked for you to look at your hard copy of the contract as my copy is exactly the same in soft copy form. You can additionally check with billing that I paid in full when I did not receive items in full and was not informed of this until the fm drivers were leaving from delivery of the first truck. Additionally you can check the records from company care to see how many times I have spoken to [redacted], [redacted] and once to [redacted]. This method is delaying prompt resolution. The information is already in the company files and records. Please call me Tuesday May 26 to discuss in full. Or leave a number where you can be reached (another hurdle in this entire process.
Regards,
[redacted]
Narrow', sans-serif;">Dear Revdex.com,
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
Very Truly,
[redacted]
Legal – Classic
Moving Services.
Matrix movers added addition charges. Customer service would hang up on me. Always given a number but never found anyone in charge when asked for a supervisor was put on hold. Used wifes phone and called same woman who said there were no supervisor. I got the run around for weeks. I was told I had to wait for driver to call and was hung up on. Then every time I called it went straight to music as if I was blocked.
Then when the driver did call it was an extra 500. Short of law suit I had to pay 200 as if I was paying ransom. The two guys that booked my move no longer work there.After the booking everyone was very rude.
Absolutely DO NOT ever use classic moving services from new jersey. They have royally screwed up my move. Not only was the final cost TWICE what the estimate was. they did not deliver all of my goods in one shot. My motorcycle has not arrived and the company has no record of it.
Bottom line if you don't want to be screwed by your movers DO NOT use Classic moving lines.
Dear Valued
Customer,
Please accept our
sincerest apologies for any inconvenience you may be incurring during this
claim process. We understand your time is very valuable and we truly appreciate
your patience.
Please
see below, our records show that the last correspondence we've sent
to you was on 06/19/15, the Claim Procedures Package (Please see attached). To date we have not
received that back from you.
For
your convenience we’ve re-attached the PDF file. Please follow the instructions
on the package and return it to the address below so that we may continue
forward with your claim process.
Mailing Address:
MovingClaims.net
P.O. Box 630686
Miami FL 33163
Kindly accept our apologies for any inconvenience and we wish
you the best in your new location!
March 11, 2015
sans-serif;">
Revdex.com SERVING GREATER CLEVELAND
2800 Euclid Ave. 4th Floor
Cleveland Ohio 44115
Phone: 216-241-7678
Fax Line: 216-861-6365
[email protected]
Re: [redacted] - [redacted]
Dear Revdex.com,
Please note
that Classic Moving Services is more
than willing to thoroughly investigate this matter in an attempt to better
comprehend and validate all of the customer’s claims/complaints against our
company. Customer satisfaction is critically important to us and we want to
ensure that every customer knows their business is valued and truly
appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Company Claims Processing
Agent) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company will compensate the customer
in accordance to their coverage and will ensure a fair resolution to their
issues.
We respectfully
request that the customer submit copies of the contracts they have received
from the company, they allegedly have had transactions with to determine and
validate the company he is attempting to file his complaint against. Thus will
ensure a fair investigation for both the customer as well as the company.
Please provide the following supportive
Documents to your complaint (FRONT AND BACK):
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
Be sure to
present copies of any moving documents that may include written notations of
damages, loss or and delays that were made by you at time of delivery (be sure
to highlight such notations).
We urge the
customer to submit additional information as soon as possible so that we may
address his/her issues. As we will not be able to validate nor investigate this
matter any further until the requested documentation is rendered.
We strongly believe that with mutual
consideration we can easily reach an understanding and keep the relationship
between all parties in good standing.
Very Truly,
[redacted]
Customer Service Department – Classic Moving Services.
sans-serif;">
Dear Revdex.com,
Please accept
this formal acknowledgement notice of the above referenced Revdex.com case number
submitted by the aforementioned consumer.
Please note, that we are more than willing to thoroughly investigate the
consumer’s said complaints in an attempt to better understand, validate and
fairly resolve all of their issues against our company. Customer satisfaction
is critically important to us and we want to ensure that every customer knows
their business is valued and truly appreciated.
When it comes to these matters we put
ourselves completely at the customer’s disposal. Rest assured that if and upon
a full and thorough investigation through MovingClaims.net (Claims Processing
Center) we can validate that the customer’s claims/complaints against the
company are in fact true and accurate, the company guarantees to compensate the customer in accordance to
their coverage and will ensure a fair resolution to their issues.
It is important
for the Revdex.com to know that, as part of our commitment to Quality Assurance and
Customer Satisfaction all consumers are given the opportunity and necessary
resources to deal directly with our company in hopes of reaching a fair
resolution. In addition to that, all consumers receive informative
documentation prior to their service date, advising them that in the unlikely
event a consumer may realize that some of their goods are damaged or missing,
or if they feel that they have been over-charged or charged for services that
they didn’t received prior, during or after services were completed, they are
provided with the opportunity to have their issues and concerns formally
addressed, investigated and resolved in
accordance with their coverage and contractual liabilities.
To better
understand and validate all of the consumer claims/complaints we respectfully request that the
consumer submit copies of the contracts they have received from the company,
they allegedly have had transactions with to determine and validate the company
they are attempting to file their complaint against. Thus will confirm
interaction between both parties and ensure a fair investigation for both the
customer as well as the company.
We respectfully request that the consumer
provide the following supportive Documents (FRONT AND BACK);
ü Bill of Lading (contract)
ü Order for Service
ü Household Goods Descriptive
Inventory (both pickup and final delivery copies)
ü Proof of any financial transaction
made with the Service Provider (receipt, bank statement, ect)
We urge the
customer to submit additional information as soon as possible so that we may
address their issues. Be sure to highlight any notations made at the time of
service implementing said concerns.
We strongly believe that with mutual
consideration and understanding, we can easily reach a fair resolution and keep
the relationship between all parties in good-standing.
Very Truly,
[redacted]
Legal – Classic
Moving Services.
I did cancel via phone and email in writing with in one business day. So I was with in my right for a full refund!
Thank you,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Notation written 5/6/15. Business is requesting Bill of Lading. The business has a copy of the paperwork that I have a copy for. I request Classic Movers to provide copy of the paperwork they have also. Regarding description of the household goods: I do not have the total of goods company promised to deliver. I received half of the order (perhaps half, I am not sure what they still withhold) April 24. I was not informed there would be two shipments from the company. The drivers of the first delivery arrived at about 5:30-6 pm and unloaded until approximately 8:30-9 pm. It was during their final minutes that they informed me there would be a second truck coming perhaps the following Monday or Tuesday. That I was to call the office Monday, April 27 (which I did). At this point, Friday, April 24, they were paid in full. I was told by a person at this number: [redacted] (I believe this may be a personal cell) that I had to pay 2K of the remaining 3K owed before the April 24 drivers could bring the shipment and the final 1K before they opened the truck door (keep in mind, at this time I believed the shipment was the entire shipment). That is what occurred. Drivers were paid 1K before they opened the door. I have a witness for this as I had a person accompany me to the storage unit where the shipment was delivered. The items delivered thus far are in a storage facility. Since I was told I would receive the second delivery on or about the 27th, 28th (from the drivers--the office did not provide this information but instead said I would be called 24 hours ahead of the delivery with no estimated delivery time frame), I was awaiting the second delivery before going through the belongings to check what was there. Following the April 27 call to the office when I was told they could not give me a time frame, I explained I had to travel to [redacted] for 6 days. That I could only have someone meet drivers at the storage if I had some idea when they would be coming. That it was a hardship as I am in a new city and do not have contacts established to assist me with moments of happenstance (we might come, we might not). This is certainly a reasonable situation that I believe any person would understand and be congenial to being more descriptive than to say something to the effect that "all we can say is that you will receive a call." The customer care center to whom I was in contact is an outsourced facility in Miami and not on the premises of the moving company. Therefore, direct contact with someone from the company has proven difficult as I have been repeatedly told I would hear from someone and have not. I raised the issue that May 2,3 would be 30 days of my free storage. I was told by customer care (in Miami) that the company would assume responsibility for cost beyond that point if they didn't deliver the items. I have not received anything in writing from the company regarding this, regardless who I have spoken to.All of this could have been avoided with correspondence with the personnel at the Classic Moving company. The customer care center has sent emails to them stating that I am requesting updates and to date, I have received no updates. I have called the sales office as well, just to have someone from the company to speak with. No one will give me names of supervisors or persons to contact when the issues are not resolved with those I have been speaking with. I am requesting the company tell me where the remaining items of my belongings are and when (time frame) they will be delivering them to the storage unit in [redacted]. The last I heard on 4/27, the items were still in storage in [redacted]. My monies due to them were paid in full 4/24 with them still retaining some of my items (the second truck) and I feel this was done in bad faith. When I spoke to the person at [redacted] regarding final payment before the 4/24 delivery: no one informed me there would be two trucks and that this was only a partial delivery. Or I would NOT have paid the balance. I have text and email correspondence regarding some of this and there were phone calls. The company line states that phone calls are recorded. I do not know if this line is the persons personal phone or company phone, but all conversations should be recorded.I believe if this company stands behind its words (in the letter to Revdex.com) that they care about customer satisfaction they would be on the phone with me resolving this issue. To date, this has not occurred. What I am requesting: specifically is for company to provide their records of this move (from their end) and to ensure that the remaining items from my household, which have been paid for their promise to deliver to me per the contract, are in their possession and will be scheduled to be delivered to me. The onus is not on me to be the bearer of what is the transactional promise and responsibility by this company. To date, their promises and business efforts have fallen short of what was promised and what is expected from any consumer of services from a moving company. I am more than willing to equally provide paperwork, copies of emails, texts etc., however, want to see this from their end also.The easiest resolution is to call me and establish a time for delivery of my remaining goods as soon as possible.Thank you[redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.According to Classic Moving Services, I am only allowed to open one dispute, so if I open one now, before I receive my possessions, I am unable to open another if I receive my items and anything is damaged, broken, or missing. At this point, I am having a serious issue with them over payment before shipping. On every bit of correspondence I had received prior I was told I needed to pay 70% up front and 30% at delivery, now they are stating I need to pay 90% up front and 10% on delivery before they will even ship my things. I questioned why this was the case and I was given an excuse that doesn't even add up. They are using their fine print to stick it to their customer even more. I have made such an issue over this situation, I know exactly why they are doing this. I have attached all my supporting documentation that was requested by Classic Moving Services, including the emails back and forth on why there was a change in the percentages. I appreciate your help in this matter.
Regards,
[redacted]
Dear Revdex.com,
As previously explained, all of our binding
transportation quotes provided by our relocation representatives are based on
information given by customers prior to move date which consists of a total
volume to be shipped. Upon receiving this information, a binding &
guaranteed transportation cost is provided to the customer specifying and
detailing services to be rendered, with customer approval to Order of Service
via Electronic Signature confirming the information provided is true and
accurate.
Upon arrival to customer home (On the
move date), the supervisor in charge clearly notice that the customer is trying
to add additional services to his initial contract such as additional items to
be move (Which means additional volume on the truck) as well as additional
packing supplies (Customer was not fully packed as initially agreed).
Please Note that on the
confirmation call from Classic Moving
Services (Confirmation Department) one day prior to pick-up date, there was
NO mention made by the customer of additions or changes to the account.
As per
DOT regulation: If, before loading customer shipment,
we believe that the customer is tendering additional household goods or are
requiring additional services not identified in the initial Estimate Cost For
Service, the carrier keeps the right to refuse to service the additional
household goods or services. The company will agree to service the shipment by
agreeing to negotiate a revised written binding estimate and executing a
Rescission Of Old Estimate which will list the additional cubic feet of household
goods and/or additional services.
Our goal is to insure a high level of customer service
prior, during and after our service is rendered. Please understand that we
always try to be as clear & upfront as possible with customers prior to
their move date to avoid any unforeseen surprises. We can assure you that if
the customer had read & comprehended the company terms & conditions
prior to fully signing and agreeing to them, we would not be in this situation.
Please note that as of today
the customer is still within the preliminary stages of his complaint with
Movingclaims.net (a third party Claims Processing Center). To date the customer
has yet to provide any supportive documentation to help validate his claims
against the moving company. Thus causing a delay in the claim process,
sequentially causing a delay in finding a fair and amicable resolution.
In order to maintain our high level of
customer satisfaction, Classic Moving Services is willing to compensate you
$50.00 in good faith for any inconvenience that may have occurred during the
process of your move.
We first would like to thank you for
getting involved and assisting us in resolving this customer’s issues. We hope
that your interaction will help resolve this matter in a timely manner.
Very Truly,
[redacted]
Legal – Classic
Moving Services.
How did they offer me a full refund when I was ready to pay my deposit if I cancelled my services? - Please elaborate???How come they are contradicting their statements in the receipt? - Please elaborate???We just dont understand the question....