Southwest Virginia Moving & Storage

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I am astounded that this company would accuse me of lying that the box is missingTheir driver, [redacted] and another man with him are very aware that the box was missing the day of the deliveryI spoke with [redacted] at their office several times and have multiple emails regarding the missing boxAs I just stated their own delivery men were there unloading the items and acknowledged it was missingThe inventory sheet I have shows that [redacted] did not check off the box as having been deliveredHe,unlike the company, was very upset and apologizedHe searched the truck several times for the box before leavingIn summary, it is very disappointing that this company would be so unethical and make such accusationsI just hope that I have been able to bring awareness to others of the unprofessional and unethical actions of this company

Our company moved Ms. [redacted] families belongings to Georgia from West Virginia. Our crew loaded all of the goods onto a moving truck and performed a shuttle service to get the goods out of an area that is not very accessible for tractor trailers. We transferred the items to a a 53 foot trailer... and our loading crew placed a few smaller items into an open dishpack so that it would stack better on the truck. Please note that we believed the items were delivered and eventually the shipper found the sewing kit that she insisted was missing. Upon delivery the shipper stated that she could not find her mother's sewing kit. She eventually found the sewing kit. She further claimed there was a missing small box from the mothers bedroom. Our records shows that everything delivered. Upon final resolution of our claim settlement we paid her for the reimbursement of some packing material that she stated that we never completed. The valuation option she choose for coverage was full replacement value at a $500 deductible. She was denied any monetary settlement due to the amount of her deductible and the value of the alleged missing box. We deemed that the boxes value was $182.00 based on the amount of the coverage that she elected for the entire shipment. $182.00 is much less than the $500 deductible.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I am astounded that this company would accuse me of lying that the box is missing. Their driver, [redacted] and another man with him are very aware that the box was missing the day of the delivery. I spoke with [redacted] at their office several times and have multiple emails regarding the missing box. As I just stated their own delivery men were there unloading the items and acknowledged it was missing. The inventory sheet I have shows that [redacted] did not check off the box as having been delivered. He,unlike the company, was very upset and apologized. He searched the truck several times for the box before leaving. In summary, it is very disappointing that this company would be so unethical and make such accusations. I just hope that I have been able to bring awareness to others of the unprofessional and unethical actions of this company.

Our company moved Ms. [redacted] families belongings to Georgia from West Virginia. Our crew loaded all of the goods onto a moving truck and performed a shuttle service to get the goods out of an area that is not very accessible for tractor trailers. We transferred the items to a a 53 foot trailer...

and our loading crew placed a few smaller items into an open dishpack so that it would stack better on the truck. Please note that we believed the items were delivered and eventually the shipper found the sewing kit that she insisted was missing.
Upon delivery the shipper stated that she could not find her mother's sewing kit. She eventually found the sewing kit. She further claimed there was a missing small box from the mothers bedroom. Our records shows that everything delivered.
Upon final resolution of our claim settlement we paid her for the reimbursement of some packing material that she stated that we never completed.
The valuation option she choose for coverage was full replacement value at a $500 deductible. She was denied any monetary settlement due to the amount of her deductible and the value of the alleged missing box. We deemed that the boxes value was $182.00 based on the amount of the coverage that she elected for the entire shipment. $182.00 is much less than the $500 deductible.

Review: As a 84 year old widow, I would like to relay this message.

On July 5th 2014 Southwest Virginia Moving & Storage was requested to move my furniture approx. 5 miles.

They sent three young males and a small truck - said all big trucks were busy.

They spent a lot of time giggling & playing around - not experienced packers - half of my furniture was left inside. After unloading what they had on the truck they told me they couldn't move anymore, my time was up - about 2 pm. I told them I would call the office & they went back and got my beds. Left the rest of the furniture - told me if they moved anymore I would have to pay more.

They tore the frame of my bedroom door out. Scratched my red leather chair & refused to call me back.

I had to write a check for $1350.00. After that it cost me about $1,000.00 more to hire a pickup truck to move the rest and if I had had a husband to help me they would not have done me like this.

They took a red dolly by mistake & never returned it despite 3 phone calls.

This was nothing that heavy because I hired men to move that.Desired Settlement: Refund and return my red dolly.

Business

Response:

We started our business in 2005 during one of the worse economic times that our country was in. We now employ 27 people. During 2011, we executed 941 relocations. In 2012 we executed 1368 relocations. We have always strived as a company to have satisfied customers. Last year, we donated our money and services to West Virginia and [redacted] and many other needy causes. Our core clients include 9 Fortune 1000 companies.

This particular move was estimated 30 days prior to her move. The home was in major disarray. Our estimator went over in detail that everything needed to be boxed up and prepared to move or we can pack it for her at an additional cost. The customer said that with the help of her family she would have everything prepared when we arrived. The customer also gave us an extensive list of items that we did not need to move. The items included the following items that she actually had us move on moving day… All Pictures in the home, All TV’s in the home, All boxes from the Kitchen, Mops and Brooms, Mercedes BENZ car top, all clothes, all lamps, Garage tools, de-humidifier, Toilet Chair, Fishing Rods and Crab pots, 12 – 1.5 Cartons, 2 Luggage, Chest, 8 Medium boxes in the basement, 2 dish packs in the basement and 60 medium boxes in the basement. On moving day all of this went. It was close to an additional 5000 lbs. We have attached a copy of the list for your review (please see yellow sheet-Addendum A).

Our personnel: For this move we sent three of our most experienced movers. The lead crew member was a 10 year military veteran in his early 30’s with 4 years moving experience. His moving helpers were a [redacted] Graduate with 4 years moving experience and a 37 year old, 16 year moving veteran. Our crews are not young and our crews do not lack experience. Our crews work extremely hard and long hours and are consummate professionals.

In our industry, 3 men can move 1000 pounds per hour. The move was estimated to take 7.5 hours with a ½ hour of travel at a weight of 7511 lbs. We loaded the truck full and delivered it prior to going back to the house to pick up some additional items. Our crew discussed with the customer that if we continued to load the additional items that were still remaining at the house we would have to charge her more than the estimate. She stated clearly she does not want to pay any more than the estimate. Under the customer’s instructions, the crew went back to the house and loaded the items that she wanted (her beds). They returned to the house with additional items. The customer did not accompany the crew back to the house to give them any direction, therefore, our crew left with the items they were able to get in the time frame she was willing to pay. At the end of the second trip, the shipper was charged for 8 hours with a ½ hour travel. We only took 30 minutes more on this move than what was estimated (please see bill of lading- Addendum B). The truck sent to this move can hold up to 10,000 pounds. It is not a small truck; it is 26 feet long with a cubic foot capacity of 1475. It is larger than the largest [redacted] available. We do have 4 – 53 foot tractor trailers in our fleet. This job did not require this large of a truck due to the estimated weight. (Please remember she stated during the walk thru that we were not to move many items that we did in fact move.) This estimate is based off what the shipper showed our relocation consultant when he came out to her home for the survey (please see estimate- Addendum C). This truck should have been more than enough to cover her move based on what was discussed. The shipper had about 5000 pounds she said was not going to be moved (please see cube sheet- Addendum D). On moving day she decided to add the extra items. This was not included in the quote and would take more time.

On the afternoon of the move, we sent out our quality control representative (that we do on every move) and that person stayed with the crew for 2 hours assisting them with the unload. Our quality control manager is 34 years old with 10 years moving experience, with a wife and 4 children. She was never charged for the extra man either.

Once the crew finished unloading the second trip they got the paperwork signed and received payment because the shipper did not want to pay more than the estimate. They had to stop the time so not to accrue more money. At the time of finishing the move the door frame was not damaged.

The next day after the move at approximately 2 PM, Ms. [redacted] called [redacted] our Relocation Consultant who conducted the survey and she told us about the broken door at the house. [redacted] quickly notified operations who spoke to the crew members and they stated that they did not damage the frame of the bedroom door. The crew members entered and exited the door way with nothing large that would have had to be forced through the door and it was not broken when they left the home. Our company takes the upmost pride in our service and would never have abandoned the customer and not notify her or our office if there was damage caused by them. [redacted] went to her house after this phone conversation and met with her in person at approximately 6 PM. [redacted] and the customer discussed us moving the remaining items that she said she still wanted moved. [redacted] explained to her that this is going to take us more time. He estimated that was left at the house would take us approximately 3 to 4 hours at a cost of $400 to $500. She expected that we should move the remaining items for free. [redacted] discussed with her that we moved many more items than what was estimated. We already made 2 trips to and from the house and we work by the hour and we have exceeded the quoted amount of hours (again please see Addendum C).

While [redacted] was at the house with the customer she demanded that [redacted] remove the RED DOLLY that was at her home. [redacted] told her it was not ours. She insisted that he take it. [redacted] took it and brought it back to the warehouse (please see picture- Exhibit A). We took it back as she demanded and then returned it to her (please see signed return form- Addendum E).

As for a refund, we believe that our company gave her a very fair price (please see check- Addendum F) and it is what we negotiated with her prior to her move day and this was signed by her. We gave her a 10 percent discount off of our normal rates. Also we provided an extra man at no charge on moving day. This helped get many more of her items moved than we would have with just 3 men.

This is the first we are hearing about the red leather chair in this Revdex.com Complaint. We have sent her a claim form to fill out and send back. She signed the bill of lading on delivery which states “Delivery Acknowledgement: Shipment was received in apparent good condition”. The leather chair when moved was blanket wrapped with Large HEAVY GUAGE Movers blankets. The blankets were then stretch-wrapped in place so that they do not come off. These blankets were put on at origin inside her home before being moved and not removed until it was in place at destination. This type of service really makes it impossible for us to damage anything, but I guess it could be possible and we will review the claim form when it is submitted.

If she spent over 1000 dollars to move the remaining items she should have allowed us to complete the move as we estimated it to be approximately $400 as stated above.

Consumer

Response:

I only received this (red dolly) last week before that no one ever returned my calls. I did not insist on him taking it. I only knew it didn't belong to me.

As far as my house being in disarray, I've never seen a house being neat when one was moving. He didn't take 60 boxes from basement. I have witnesses to back up everything I said and I stand behind it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was nothing added but things taken away like 3 lg tv's and tables. There was no store or refrigerator to move, 15 boxes of books were removed. The dolly was delivered a day before I rec'd your letter at 8:00 pm.

They never returned my calls.

I had to have my door facing fixed!

Regards,

Review: This company moved household items and lost some of the items. I purchased full replacement value insurance. They are refusing to cover the lost items. They offered no settlement.Desired Settlement: Settlement of my claim with replacement value of lost items.

Business

Response:

Our company moved Ms. [redacted] families belongings to Georgia from West Virginia. Our crew loaded all of the goods onto a moving truck and performed a shuttle service to get the goods out of an area that is not very accessible for tractor trailers. We transferred the items to a a 53 foot trailer and our loading crew placed a few smaller items into an open dishpack so that it would stack better on the truck. Please note that we believed the items were delivered and eventually the shipper found the sewing kit that she insisted was missing.

Upon delivery the shipper stated that she could not find her mother's sewing kit. She eventually found the sewing kit. She further claimed there was a missing small box from the mothers bedroom. Our records shows that everything delivered.

Upon final resolution of our claim settlement we paid her for the reimbursement of some packing material that she stated that we never completed.

The valuation option she choose for coverage was full replacement value at a $500 deductible. She was denied any monetary settlement due to the amount of her deductible and the value of the alleged missing box. We deemed that the boxes value was $182.00 based on the amount of the coverage that she elected for the entire shipment. $182.00 is much less than the $500 deductible.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I am astounded that this company would accuse me of lying that the box is missing. Their driver, [redacted] and another man with him are very aware that the box was missing the day of the delivery. I spoke with [redacted] at their office several times and have multiple emails regarding the missing box. As I just stated their own delivery men were there unloading the items and acknowledged it was missing. The inventory sheet I have shows that [redacted] did not check off the box as having been delivered. He,unlike the company, was very upset and apologized. He searched the truck several times for the box before leaving. In summary, it is very disappointing that this company would be so unethical and make such accusations. I just hope that I have been able to bring awareness to others of the unprofessional and unethical actions of this company.

The following is an example of gross negligence. Hired company to move items from home in Blacksburg, Va. to Lake Norman area of Charlotte, N.C.

Prior to move, representative of company came to our house to look at items and noted the new Sub Zero refrigerator. He commented on the fact that we had a commercial grade refrigerator. The refrigerator weights 550+ pounds. During move in, refrigerator was dropped 4 feet from the extended truck ramp at destination. 100% damage due to bent door frame & oil leak from compressor. Company had sent movers out with a small open sided dolly instead of an appliance dolly. Contacted president who blamed employees and said that he had "chewed them out" and taken action (?). One of his employees could have been injured/killed if the refrigerator had fallen on them. President refused to be accountable for lack of proper moving equipment. Our home owners policy covered the loss however our deductible is $2500. I wrote the president of the company and never received the courtesy of any response. We trusted the company to have sound judgment in providing the correct moving equipment. We had opted for the compensation based on weight of damaged good and declined the insurance policy. We wrongly assumed we were hiring a competent, professional company. Our opinion: Moving a SubZero refrigerator on a small dolly is tantamount to leaving the back of the moving van open. One would expect professional judgement. WRONG. Gross negligence instead. Our lawyer & insurance company reviewed their contract and they are not liable for ANYTHING! Bottom line: we are out $2500, a brand new SubZero was hauled away from scrap, and the company continues on with questionable business practices.