Rogers Moving Services LLC

Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ [redacted] we want to again apologize for the the damages that happen to your furniture and the delay in the process of you receiving your reimbursementRest a sure that we have retrain all the movers involved in your move to help enhance there moving technic and quality of serviceAs of today we have already issued [redacted] her reimbursement for the damages incurred doing her move

This is my 3rd time using themThey are always the cheapest & very professionalI would definitely recommend their services

I would like to share my experience with Rogers Moving Services companyI had to wait an extra five {5} hours for the truck to come over and and they did charge me extra $on top of $original estimateIt is not a good business

[redacted] As previously stated prior to you move you did not purchase any valuation coverage and instead decided to release your items at .$cent per lbEven with you not purchasing the additional coverage we still replaced your missing dolly and sent out a floor repair specialist free of chargeUnfortunately at this time since no additional coverage was purchased there is nothing further outside of the complementary professionals that we already sent out to you can be done [redacted]

An estimated 2-hour move going miles ended up taking hoursThere are several reasons for this: During the moving out process, my boyfriend discovered one of the movers just sitting on the bedroom floor when he was supposed to be dismantling the bedHe had been there for probably minutesWhen confronted, the mover said it was because he didn't know how to take the bed apart, so my boyfriend did it in five minutesWe would have noticed the mover hiding sooner, but the others were moving items so slowly that my boyfriend was doing the bulk of itThey were each carrying one small box or item at a time (slowly) instead of using a dolly or a cartThe truck that they brought was unmarked and teeny tiny--the size of the smallest [redacted] truck, if thatThey had to do two trips, of course-- there was no way any professional mover could have possibly believed that a bed, a sofa, and other additional items going to a one-bedroom apartment could possibly fit in that truckAdditionally, they did not use blankets or anything to protect furnitureWhen one of the guys moved the desk, he grabbed it by one leg and broke itThere wasn't room to ride in the truck, so my boyfriend took public transportation to the new place miles away (I know I mentioned that, but it bears repeating), and he was waiting outside in the heat for over a half hour wondering where they wereThey blamed traffic, but when they arrived we could see that they had stopped at [redacted] sWhen the desk arrived at the new place, not only were the legs damaged, but the drawer was also crushedEvery single lampshade was crushed and wrinkled and had to be replacedUnpacking, we've found numerous dishes broken and scratches on many other thingsAlso at the new place, we noticed that the movers were using a cart that actually belonged to the building we were moving out ofWe found it very troubling that they stole from the buildingThe estimated price given for the move was $243-$461, but at the end of the hour move, the price calculated was $We said absolutely not and paid $(still way too much in my opinion, but this was before we knew of the extent of the damages) and now the owner is threatening legal action and collections for $The owner also blamed the added time of the move (and, presumably, the choice of a tiny truck) on the fact that the estimate is for a one bedroom but the old apartment was a two bedroom-- but what the owner doesn't seem to know is that my boyfriend's roommate had already moved out and there was nothing left in his old room, and the new apartment is indeed a one bedroomI suspect could be the employees trying to cover for their ineptitudeAnd for how much my boyfriend carried himself, including the sofa, it would have taken just the three "movers" an additional three or more hours instead of already appalling hours it did takeWhen we talked to the owner about the damage, he said that we didn't buy the insurance so the damage is not his responsibilityThere is no way that any of the movers that moved us have any training and they certainly don't show any respect to the customer or to other people's property and time

Initial Business Response /* (1000, 6, 2015/10/07) */
*** *** we want to again apologize for the the damages that happen to your furniture and the delay in the process of you receiving your reimbursementRest a sure that we have retrain all the movers involved in your move to help
enhance there moving technic and quality of serviceAs of today we have already issued *** *** her reimbursement for the damages incurred doing her move

I would first like to apologize for any inconvenience that has been caused by your move completed April of 2016. Our team provided you with great customer services from your first call until your move and claim was completed. We did a confirmation call the day before your move and your...

inventory increase causing us to have to make dispatch adjustment to try to arrange a second truck which we did. Your crew arrived on time but did not start the move immediately because you stated that you did not want them to start until the second truck arrived which our dispatch team highly not recommended. Unfortunately we had unexpected truck issues that day but immediately sent you out a second truck and two extra movers free of charge to make your elevator reservations. Even though one of the owners came onsite to assist with making sure you met your elevator time we still offered to reimburse your for any charges your building charge if you could have provided us with the invoice that they gave you but this was never received and our claim department closed it as incomplete. We are a fully insured moving company and wrap up all of our customers furniture but do understand mistake happen and offer all of our customer different furniture protection option and you declined them all and chose to release you items at .30 cent per pound per article. This was explain to you once you booked the move, onsite the day of your move and from our claims department via email multiple times during the process. In addition to you not choosing any coverage the owner kindly offered to reimburse you for you move, located and returned the missing dolly and sent out a licensed floor refurbishment contractor twice. We also have retrained our entire staff and limited the amount of jobs each truck does per day to guarantee that we arrive and the promised time slot We at RMS movers strive to provide professional and 5 star customer service to all of clients and hope that in the future we will have a opportunity to service you

Goodmorning [redacted]Your claim was incorrect an I have informed the claim department of the additional information needed to process your claim correctly. Also valuation coverage is not insurance and and only covers the valuation of all the items moved based on what you determine the worth to...

be in case on damage happening to the entire shipment. Our claims department will be reaching out to you shortly to complete your claim process and I apologize in advance for the mix up [redacted]

[redacted] As previously stated prior to you move you did not purchase any valuation coverage and instead decided to release your items at .$30 cent per lb. Even with you not purchasing the additional coverage we still replaced your missing dolly and sent out a floor repair specialist free of charge. Unfortunately at this time since no additional coverage was purchased there is nothing further outside of the complementary professionals that we already sent out to you can be done. [redacted]

Complaint: [redacted]
I am rejecting this response because: the information provided is not true. This is wrong. They told me to wait for the other truck, not the other way around. They have reimbursed me nothing for the damage or my out of pocket expenses.  I did provide a bill and got nithing. They sent out a person who said my floors were too damaged to fix and they did nothing more about it.  All the damage was caused by rushing and negligence.  I should not have needed extra insurance if they would have provided usual and customary service but they did not.  I spent months trying to resolve this and they have not reimbursed me a single dime.
Sincerely,
[redacted]

This is my 3rd time using them. They are always the cheapest & very professional. I would definitely recommend their services.

Initial Business Response /* (1000, 6, 2015/10/07) */
[redacted] we want to again apologize for the the damages that happen to your furniture and the delay in the process of you receiving your reimbursement. Rest a sure that we have retrain all the movers involved in your move to...

help enhance there moving technic and quality of service. As of today we have already issued [redacted] her reimbursement for the damages incurred doing her move.

I would like to share my experience with Rogers Moving Services company. I had to wait an extra five {5} hours for the truck to come over and and they did charge me extra $119 on top of $299 original estimate. It is not a good business....

An estimated 2-4 hour move going 3.4 miles ended up taking 7.5 hours.
There are several reasons for this: During the moving out process, my boyfriend discovered one of the movers just sitting on the bedroom floor when he was supposed to be dismantling the bed. He had been there for probably 45 minutes. When confronted, the mover said it was because he didn't know how to take the bed apart, so my boyfriend did it in five minutes. We would have noticed the mover hiding sooner, but the others were moving items so slowly that my boyfriend was doing the bulk of it. They were each carrying one small box or item at a time (slowly) instead of using a dolly or a cart. The truck that they brought was unmarked and teeny tiny--the size of the smallest [redacted] truck, if that. They had to do two trips, of course-- there was no way any professional mover could have possibly believed that a bed, a sofa, and other normal additional items going to a one-bedroom apartment could possibly fit in that truck. Additionally, they did not use blankets or anything to protect furniture. When one of the guys moved the desk, he grabbed it by one leg and broke it.
There wasn't room to ride in the truck, so my boyfriend took public transportation to the new place 3.4 miles away (I know I mentioned that, but it bears repeating), and he was waiting outside in the heat for over a half hour wondering where they were. They blamed traffic, but when they arrived we could see that they had stopped at [redacted]s.
When the desk arrived at the new place, not only were the legs damaged, but the drawer was also crushed. Every single lampshade was crushed and wrinkled and had to be replaced. Unpacking, we've found numerous dishes broken and scratches on many other things.
Also at the new place, we noticed that the movers were using a cart that actually belonged to the building we were moving out of. We found it very troubling that they stole from the building.
The estimated price given for the move was $243-$461, but at the end of the 7.5 hour move, the price calculated was $733. We said absolutely not and paid $400 (still way too much in my opinion, but this was before we knew of the extent of the damages) and now the owner is threatening legal action and collections for $333.
The owner also blamed the added time of the move (and, presumably, the choice of a tiny truck) on the fact that the estimate is for a one bedroom but the old apartment was a two bedroom-- but what the owner doesn't seem to know is that my boyfriend's roommate had already moved out and there was nothing left in his old room, and the new apartment is indeed a one bedroom. I suspect could be the employees trying to cover for their ineptitude. And for how much my boyfriend carried himself, including the sofa, it would have taken just the three "movers" an additional three or more hours instead of already appalling 7.5 hours it did take.
When we talked to the owner about the damage, he said that we didn't buy the insurance so the damage is not his responsibility.
There is no way that any of the movers that moved us have any training and they certainly don't show any respect to the customer or to other people's property and time.