Roseville Van & Storage Inc.

Review: We received a quote from RVS for about $900. We spent the entire weekend packaging up all of our things and moving them into a select few rooms. The morning of the move, we emailed the Moving Coordinator very detailed instructions on what was where, and what was to be packed up, as we were living with roommates. She emailed us back and thanked us, said how helpful we had been, and that they would call us with any questions. Throughout the day, I received about 14-16 calls from various members of the crew who all had conflicting information which resulted in threats that they wouldn't move our stuff, which was not going to work as we moved 2 hours away and would be stranded with 3 dogs and an empty house. After getting blamed for one of their movers being allergic to cats, (even though we didn't have a cat in the home) and for the fact that they didn't calculate out their movers overtime, we were told that our Moving Coordinator was actually going to deliver our things, and so it would be arriving quite a bit later. They were supposed to show up at 3:00pm in Chico. At 7:30pm, 2 administrators show up who don't have moving experience. We were being charged $155 an hour for 3 professional movers and a truck, but they repeatedly apologized, said they would make it up to us. To start off they forgot the key to the truck 2 hours away, so had to go buy bolt cutters at night in Chico. Although we appreciated them stepping up to the plate, we were awfully surprised, as were they, when they opened the truck and our stuff was scattered around and placed in no particular order. They admitted their crew was angry when packaging it, and that they had never seen stuff packaged so horribly. We tried to be understanding. We helped them unload until 2:30am. Our stuff was shattered, broken, dented, etc. When unpacking the boxes, our stuff was thrashed. Cubes of butter in with glasses, clothes, it is a disaster and 2 weeks later we are still sorting through the mess. We got hit with an almost $2,500 bill.Desired Settlement: We would like a complete refund and $2,600 in compensation for our time and resources having to undo the damage they did to not only our things, but to fight them to get treated fairly. We tried to talk it over with the owner, and he reimbursed us very little and we are still spending hours each night trying to scrub food out of our clothes, find medications, unpack boxes, etc. This has been a nightmare and the worst few weeks of our lives.

Business

Response:

Roseville Van submitted a bid to move items per original inventory to [redacted] on 4/15/16 for $1265.00 . Customer agreed to this amount and move was set for 4/18/16 with crew arrival time 8-9am. At approx. 8 am on 4/18/16 we received a call to change the start time to a couple of hours later than originally agreed. It was agreed to start move later at 1030-11am. During this delay an email was sent by customer to our office which attempted to clarify what they wanted moved and where the items were staged. When moving crew arrived they found out that customer was not present and were confused about the information in the email. As well, they realized the customer was not ready as they had stated and packing of boxes was going to be necessary to complete the move (customer was to complete all packing per original price quote). [redacted] was contacted and informed of the situation and informed that packing would be an additional charge. He agreed to pay the extra for packing and the crew hung up and began the work. After packing for about 2 hours the crew realized that the day was getting away from them quickly and informed the office that they would not finish packing and loading the shipment until approximately 5pm. This was concerning as they still had to driver to Chico, deliver the shipment and drive back home which would have put them over the allotted hours they can legally drive/work in 1 day per California Law. [redacted] (the salesman) called [redacted] again and attempted to work out a plan to deliver the next day to stay in compliance with these laws. In conversation it was stated by [redacted] that it would be a hardship for him to have to wait until the next day so [redacted] volunteered to drive and deliver his shipment to the customer the same day so it could be accomplished legally. [redacted] and 1 other office salesperson (both of which are experienced movers) took time from their personal afternoon and evening to deliver this customers shipment (something they volunteered to do so the customer could still be accommodated despite the delayed start time and extra packing the customer changed that caused the delay)Upon arriving in Chico the delivery crew realized they had not brought the correct set of keys for the lock on the back of the truck and so had to take time to find a method to remove the lock (customer was not charged for this time)Items were then delivered. Customer was contacted the next day for payment after a final tally was complete and a charge of 2155.75 was given to the customer as a final total. Customer paid that total at that time.Customer contacted office later (maybe a day or 2 later?) to complain about the move, stating that a cube of butter had been packed with some linens and had begun to melt into them. Also, a bag of skittles had spilled out into a box. They also complained that items were moved that should not have been moved. In trying to sort out what they were trying to say it was realized very quickly that the email attempting to explain what was going and what was staying was either incorrect or one of

Review: Service: moving on 11/20/15 From [redacted] to Salvation Army 900 F St, Maryville, Ca 95901

Payment made: $485 by check No. [redacted] on 11/20/15 to Roseville Van & Storage Prior to completion of the move.

I, [redacted], am filing this complaint against Roseville Van & Storage/ North American Van lines ([redacted]) for

1. Failing to fulfill the moving contract of date of 11/20/15 by not moving a bulky heavy bed frame that was previously negotiated to be moved.

2. for deceptive documentation and itemization of the goods to be moved.The items they documented did not match the list I gave to their staff. This could be verified by my home security camera which was over the mover's truck.

3. For harassing me by his staff to pay off the fees and sign off on the disclaimers of the contract right in the middle of the move and prior to completion of the task.

4. for having an unprofessional staff mover (? [redacted], not sure of his name) worker who attempted to steal some of my property and when I confronted him, he threw a tantrum by throwing some of my belongings off the truck down on the ground damaging the items to be donated to Salvation Army.

5. For having hired an unprofessional staff that who smelled of alcohol on job ([redacted]

6. For not providing big enough a truck which could fit all my items I had negotiated.

7. For unethical unprofessional deceptive behavior: The movers wasted time arguing over the amount of material/contract, calling the manager [redacted] slowing the move intentionally.

8. for failing to resolve the matter in accordance to the contract or satisfactory manner.Desired Settlement: I am asking for: full refund of $485 plus $1000 compensation for the abusive behavior of the movers towards me and my goods. I will donate this entire compensation amount i.e. $ 1485. To Salvation Army to prove to Mr. Fuller that I am taking this time to make this complaint not for financial interests but for teaching him and his workers right from wrong.

I am asking the Revdex.com and the licensing agency for the moving company to look into Roseville Van $ Storage practices in pricing, documentation of the goods/ items, method of delivery of their services, conflict resolution, as well as considering drug and alcohol testing of its staff at random basis specially the drivers.

Business

Response:

In response to the above complaint: