Special Ops Moving

we don't agree with much of this assessmentThough we were late to this job we arrived at 12:13pm per our trucks GPS systemAnd finished the job below budgetDue to the high volume of moves that day and being a busy mid month Summer peak period, *** was given a ESTIMATED not guarantied
arrival timeWe unfortunately were late and offered her a refund to cancel or a smaller discount for the late arrivalIn any event we regret this happenedAs far as the move itself, there was nothing broken or misplaced and it came in under the estimated amountthese are all good factors. Our crews are required to carry tools and packing supplies due to the busy prior day they simply ran out of supplies and had to stop by our vender and restockIts not their fault and they definitely will get paid all their hoursWe will question this crew regarding these comments *** claims they madeWe do not break Labor laws and paying crews is important to us.To address the veteran comments *** madeThese are UNTRUEWe donate monthly to the wounded warrior fund and support our troops in various other waysFor example we sponsored a military softball league bought their jerseys and other equipmentWe would be happy to present proof of this to the Revdex.com. There are some things that are hard to control in the transportation business, traffic, mechanical issues, other jobs going longer etcand we can't just leave these other jobs unfinished and go start new onesWe would never not do a job even if we are late because we know people sometimes must moveAgain we are sorry for ***’s experience with our company but we feel a full refund is not due on a move were the job was done under budget and without any damageWe would like to offer *** a 10% discount to settle this matter and our apology for being late

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as long as damage is repaired as stated. I am frustrated that it is implied it was not caused by the movers when we witnessed it happen, our friend witnessed it and I'm sure the movers would be honestIf it were the builders, we would put a work order in, no cost to us, and it would have been fixed alreadyWe would not make claimsWe had landscapers give quotes, glad you can repair it for lessI wish any of this would have been communicated so nobody had to go through this
Sincerely,
*** ***

we did misplace a green garden cartwe found it immediately and will deliver asapwe are extremely short handed because of the cold and feel terrible about not being able to deliver it by this weekendthe damage claim is in process

we have been in contact with this customerwe are unsure if we damaged her grass as there seems to be some construction still going on in the are(it is a possibility we did) the damage is superficial and we have engaged a contractor to repair the dirtthe damage is nowhere near the cost claimed,
regardless we have hired a person to repair it

Complaint: ***
I am rejecting this response because:We will need to agree to disagreeI will let the pictures speak for themselves But this has been our point, you did not do all the movingUnder budget over budget, times listed in contracts all are excuses for a poor job and no accountabilityThe pictures outline what all was left behind after the first trip (which were in text), the truck that was brought that was supposed to move all the items (black), our truck (white) and trailer full of items left not in boxes, more items discovered when we got there (shed and porch), no boxes to pack the stuff in, us loading trucks Texts with the owner that don't suggest that we shouldn't expect them right at
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: If they have truly sent this, they would have a record of it and would have listed my address in their response They provide no details that can be verified, one month after they acknowledged receipt of my letter When I get home, I will forward a scanned copy of their letter to Revdex.com. ***, they lied to you and me last time I would like to keep this complaint open until a check is received and clears the bank These are not trustworthy people
Sincerely,
*** *** ***

customers phone was shut off and we could not send a crew that far without some sort of confirmation WE DID NOT HAVE ANY OTHER NUMBERS TO CALL OR WE WOULD HAVE CALLEDalso customers job was much bigger than what was disclosed by customercustomer admits that they were moved in by a foot semi
truck however they hired us with a footerthey knew or should have know that this would not workwe told customer the only thing we could do per *** law was to give them new estimate for day and continue the job or we could deliver what we had in one truck for the estimated amount and they could find someone else to move the restit was disclosed from day one we offer an hourly service not a flat rate.it was the customer who called and cursed at us over and over making things much more difficultto the point where his own wife said not to call him anymore and deal with her.they also at the last minute changed the delivery address this did not help eitherthey also didn't close on Time and we had to store the items for a day (another change)we feel no adjustment is due this customer knows he didn't fully disclose the scope of this job and made the bid incorrect himselfwe eneded up with full foot truck and one footergoing miles each waythis is a huge dealif we were in town it would be no issue to make a second trip with one truck however going 600-mies its a huge cost difference. he also at the last minute changed his delivery address. all in all the estimate was and paid not even close to double that is claimed here.we feel the billing is fair and accurate

Unfortunately we cannot give you a full refund. And we have no issue with you writing a review. But you wrote 3 on one site and that goes beyond sharing your experience. One review would have accomplished that. It was vindictive and malicious hence my reaction the next day. That said I was not happy with the way your job went and felt bad about the conversation the following day. my offer to resolve this would be a 15% discount for being late and filing a claim for any damage. (We will do the claim regardless of course) in exchange you delete the duplicate reviews and update the original.I am extremely sorry for the lateness and bad communication. It is not what we usually do. we pride ourselves in giving great customer service and excellent communication. Obviously there were issue with your job and we'd like to make you feel better about it. Thanks again. And let us know...

Complaint: [redacted]
I am rejecting this response because:I have submitted a form for the damage complaint and nobody has responded.  I reached out to Jessica again, the claims contact and she said she would look into it.  Again, she never responded.  They do not need to resend the form, they need to process the claim.  
Sincerely,
[redacted]

Special ops moving is unaffiliated with movers connection. We are sorry but we can't help this customer. there has been much misinformation regarding the two companies and unfortunately most of it sourced directly from the Revdex.com.

Initial Business Response /* (1000, 6, 2015/08/18) */
We apologize for the damages caused during this move. In order for the customer to receive compensation for damaged items, a claim MUST be filed.
I will email the customer our claim information now to: [redacted]
If the customer...

wishes to have the claim information sent via [redacted] instead, please let me know. I will also have this customer claim expedited once filed.
Thank you
Initial Consumer Rebuttal /* (3000, 8, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted my claim form on [redacted] The company says it could take up to 120 days to process the claim. The Revdex.com requested I get back with them regarding the company's response no later than [redacted] Consequently, I am still awaiting rectification of my claim. What does the Revdex.com do in that event? Will this complaint be left open until I am notified of the company's processing of my claim?
Final Business Response /* (4000, 14, 2015/08/31) */
By law the claim can take up to 120 days to be fully processed, however I have contacted the claim department today asking them to please expedite this claim.
Final Consumer Response /* (4200, 16, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim has not been fully processed. I'll wait to see what their resolution is before making further decisions. They made no estimate of when the claim might be processed other than it could take up to 120 days to do so. I'll wait for firm action on their part.

Complaint: [redacted]
I am rejecting this response because they did not offer $250, but a less sum and have not contacted me to further resolve the situation.
Sincerely,
[redacted]

we disagree with some of these statements.1. we were almost 2 hours late. the truck had a minor mechanical issue. however, our emailed and e-signed confirmation (attached) says the following:"THE ARRIVAL WINDOW PROVIDED IS A TIME FRAME ESTIMATE and WE CANNOT GUARANTEE THE ARRIVAL WINDOW to be...

precisely accurate but we will do our best to accommodate the window time frame."2. the $85 service fee was also fully disclosed both on the e-signed confirmation (attached) the initial response to this customer’s inquiry via email (see attached) "Based on your information provided we have anexperienced 2 men crew available @ $85 perhour. (Truck included)There is a 2 hour work minimum and a one timeservice fee in the amount of $85 for fuel, mileage,and the round trip travel."3. this job was longer than anticipated due to difficult access points. both the pickup location and drop had 2 flights of stairs. the pickup location had 3 doors that had to be used. doors are smaller openings and must be held open making things take longer. also, the customer had difficult items to take apart and put together. specifically the crew noted some [redacted] furniture that took a while and required special tools. all of these factors contributed to a longer service time. certainly the customer could have put these items together herself this was strictly optional but she did ask the crew to do it. 4. our GPS unit on the truck did not show ANY stops between locations. One thing to keep in mind is that these are large trucks and don’t travel as fast as cars.  5. I did mail a claim form and the damage will be covered. We feel the billing for this job was fair and appropriate.

when moving drywall damage is sometimes unavoidable. our agreement addresses it. there is nothing to arbitrate

we offer basic valuation (.60c per pound) to customers on all jobs. we also offer at extra cost full valuation protection. in addition due to the nature of moving sometimes large heavy objects and through limited access area can cause minor damage. our bill of lading...

excludes certain damages. like drywall, trim etc.we do 3000+ moves a year and have a small number of damage complaints which are ALL paid in accordance to our bill of lading. on most sites (except the Revdex.com) who insists on linking us to a company we have nothing to do with, we have a 4+ rating some 4.5 and higher. we are licensed and insured and certainly don't "steel peoples money".in fact the Revdex.com itself has 1.7 rating on [redacted].

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/25) */
The customer must file a claim in order to receive compensation for damages. I will send this information to this customer now via email at:
[redacted]
If the customer wants the claim info. sent via USPS instead, please let me...

know.
Thank you!
Initial Consumer Rebuttal /* (3000, 8, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Movers Connection has not returned phone calls; has not followed through on messages left/actions promised, and has taken 3 weeks to send a "preliminary" claims' contact despite assurances that would happen on day of move.
Movers Connection seems to be utilizing stall and avoidance tactics which, we now see, is consistent with their method of operation when it comes to damages they caused.
Final Business Response /* (4000, 14, 2015/09/15) */
THE CUSTOMER CAN CALL THE CLAIM DEPARTMENT DIRECTLY TO FILE THE CLAIM IF THEY ARE EXPERIENCING ISSUES FILING THE CLAIM ONLINE. X-XXX-XXX-XXXX
Final Consumer Response /* (4200, 16, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no resolution.
Movers Connection is apparently unaware of what it is doing. I have already received notice that the claim has been received and that may take 45 days to process.processnot resolve. (That's 45 days in addition to the 30 plus days that have passed [redacted] Movers Connection asserted everything would be made right immediately.) I submitted it in detail to the alternative email address since the claim could not be submitted online. (Error messages came up regarding the site's inability to accept submissions.) What's more, the insurance website came up as inactive. It would seem that Movers Connection is stalling in hopes that the claim will go away which would be behavior consistent with published consumer reviews.

we will contact customer to discuss refund and damage

We are unaware of who this customer is we don’t have this name in our database.  we do not service moves in **. Perhaps they have us confused with someone else.   There are no specifics to respond to and we can’t  propose resolution.   If the customer can provide more detail,...

including the service address, date of services and name we can respond appropriately and try to offer a resolution.       Thanks [redacted]

Complaint: [redacted]
I am rejecting this response because: business sent emails indicating they will only consider a partial refund and have a "repair specialist" that they use to complete repairs with no information about whether this person is a licensed contractor insured and bonded to perform this sort of work. Given the shabby way this business handled attempting to move my safe, I have no confidence that repairs will return my property to the state it was in when they arrived. Furthermore, they stated that if I do not use their "repair specialist" then I am forfeiting my right to make a claim for damage done to my property. 
Sincerely,
[redacted]