Special Ops Storage and Moving Co

claim is in process and can take unto days (although usually much less)

Complaint: [redacted] I am rejecting this response because: I want more details beyond the single word "Done".? I want to know when they sent it, how they sent it, and to what address.? This business has repeatedly said they will send the check, but they have never done so.? Once they claimed to have sent it, but with no details, and although they have my address--I have sent it to them multiple times--they have never sent the check.? The last time they said they would do so was when you closed my original complaint a month ago, when they said they would send it immediately.? I have received no communication from them since then, and certainly no check.Sincerely, [redacted]

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? apologize for the negative experience? I understand your frustration regarding the results of the move yesterday.? I am not the owner of the company nor does it state that on the State of Colorado siteThe manager communicated with me and explained the details of what happened with your jobOur system is automatic and does charge the card for that type of move.? However, ? the manager was able to catch this and is going to call you this morning to speak with you.? This is the information I knowYou had scheduled the move for a 1000lb safe to move from the garage to the basementWe drove from Denver to your location to complete your moveWe had sent the necessary equipment to complete the moveYour type of safe requires a specific dolly that we rent on a case by case basis for moving large heavy safesWe had to send several crew members due to the weight of the safe to ensure safety and completion of the job? When the crew arrived they got to work right away just like every safe move they go to.? When they got the safe to the stairway where the degree turn was located, the safe would not fitUnfortunately the safe was too large to fit through the opening of your stairway at the degree turn? This in turn caused damage to the wall and openingWe were not told when scheduling that it was a possibility that it would not fit.? We have not had this problem when moving a safe typically.? The stairway was considerably too small to move that large of a safeThere was no concern brought to us regarding the size of the safe or stairway.? We still attempted to complete the impossible and damage occurred.? We have a repair specialist who can come out and make repairs.? As far as the charges go, ? we did attempt to move the safeWe purchased the dolly for your job which is? $And we still pay the crews time including travelIn an unusual occasion like this, ? we cannot take financial responsibility for not being able to complete an impossible job.? We did still come out to your location and did attempt to complete the job so there is still cost involved.? The manager will call you regarding a partial refund and schedule a time for the repairs to your home.? We cannot take responsibility for the unfortunate circumstances for the outcome of this job.? We do understand your frustration and ours as wellIt was a complete waste of both parties time and money? One of the operations managers will be giving you a call this morning to discuss further.? ? ?

we offer basic valuation (.60c per? pound) to? customers on all jobswe also offer at extra cost full valuation protectionin addition due to the nature of moving sometimes? large heavy objects and through limited? access area can cause minor? damageour bill of lading excludes? certain? damageslike 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? ladingon 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 and higherwe are? licensed and insured and? certainly? don't "steel? peoples money".in fact the Revdex.com itself has 1.7? rating on [redacted] .?

special ops is not and has not been affiliated with movers connectionIf you look at the Secretary of State filings you will see both companies were started at different times and overlap. The fact that the Revdex.com has merged the companies is a big point of contention we plan to address in the next few months. We feel bad for your losses but simply can't pay another companies claim. we are fully insured and licensed and pay all legitimate claims.

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]

Again we don't agree with mr ***. Weather is beyod our control and causes delays for all types of transportation businessesYou can't be mad at the RTD because the snow causes them to run lateAnd this is exactly what happens here.our estimates and contracts clearly state that the time of arrival is an estimate and though we try to be within the time frame promised things can and do happen to make that difficultIndeed mr *** had to reschedule due to thing out of his controlIt happens. we definitely did not loose or steal mr ***'s bicyclesIf he feels that a crime has been committed he should immediately call the police and we will give them our full cooperation.we feel like delivering bicycles late in the middle of winter is not an inconvenience requiring a full refund and would like to offer $for the minor inconvenience.we also, ask mr *** to file a claim for damage, if any, that could have been done by the movers by the end in December and we will promptly process it. special ops moving

Yes, I have been waiting for months to get my refund and it has been one excuse after another! I can't believe they are still not cutting me a check for the $that they owe me.What
is it going to take for me to get my money from this company? They lied and said it was in the mailI wonder how many people they have done this to? Thank you, *** ***

refund should have been issued and we will check on that and redo if not donewe ask once its done customer adjust his review on google to reflect that

Complaint: ***
I am rejecting this response because: Ironically I agree with one thing, several “critical facts” were missing from my original complaintLet me address some of those in this responseThe underlying theme throughout my limited communication with management has been that you were busy, or that unfortunate acts of god, i.eweather, have inhibited your ability to complete the jobs or services you state you can provideI’m sorry but I don’t believe this is an acceptable style of managing your business if unable to satisfy your customer through your provided service you should attempt to make reasonable accommodations to ensure the satisfaction of you customers First I must address an OUTRIGHT LIE; “Our crew also could not fit bicycles a ladder and a shelf onto the truck and these items were delivered a few days later at no charge.” This is what was written in the response from the businessAs of 12-02-I have not received these itemsSpecial Ops Moving scheduled a delivery of these items for 11-27-between 12:00pm and 4:00pmBut again no one ever called or showed up for a delivery on 11-27-On 11-29-the co-owner called and told me that he had these items on a truck and that they were on their way to deliver themI confirmed with him that all the items were on the truck to which he replied he forgot the ladder, but he told me that he would load the ladder on the truck and that it was no problemNo one delivered these items on 11-29-and now no one from this company will respond to my communication attemptsIf Special Ops Moving is claiming that they delivered these items to me then I have to believe that these particular items are no longer misplaced but have indeed been stolenBefore you respond that this is a civil matter, which you would be correct for the other issues regarding the complaint, I would advise that you have made a formal statement, in a public and legal admissible setting, that your records indicate those items have been deliveredSince they have not been delivered I must assume that either a representative of your company or you had the “Intent to permanently deprive me of those specific belongings,” which would fit the definition of Theft in the State of Colorado (Colorado Revised Statue: 18-4-401) Please contact me regarding these items which you say have been delivered and have notIf you continue to ignore or fail to communicate with me about these items I will have to explore further legal actions The original order date for 11-11-was scheduled and confirmed on 11-03-I believe eight days is ample time for your company to make accommodationsAlso I was not present during the first move on 11-11-due to recovering from surgeryRegardless you are correct I had no issue with the first move on 11-11-2016 To address your claim that I informed you of the delay of closing at the last minute is incorrectI maintained verbal communication throughout the process giving your company at least five business days notice throughoutAn example would be the dated moving estimate email from your company on 11-11-(date of first move) pushing the second move to 11-17-Or the moving estimate dated 11-16-for the move date of 11-22- I was not upset regarding the extra time in storage, especially towards your companyI understand that this is an unfortunate side effect to real estate business and something your company had no control overI simply expressed my opinion to your company in the hopes that you would reasonable work with me and understand where I was coming fromWhat upset me was that it was agreed by your representatives that you would assist me in the storage feeYou then at the time of billing failed to make accommodations regarding the storage fees, even considering all of the facts regarding this complaint If you believe a full refund is unreasonable then I request a refund for the services provided on 11-22-in the amount of $This is the move which I have consternation with regarding customer service deficiencies and the damage/missing items Also please either contact me regarding the bikes/shelves/ladder/tools, or deliver these items as soon as possibleBut please rest assured that these items have not yet been delivered to me. Thank you
Sincerely,
*** ***

we disagree with some of these statementswe were almost hours latethe truck had a minor mechanical issuehowever, 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."the $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 men crew available @ $perhour(Truck included)There is a hour work minimum and a one timeservice fee in the amount of $for fuel, mileage,and the round trip travel."this job was longer than anticipated due to difficult access points. both the pickup location and drop had flights of stairsthe pickup location had doors that had to be useddoors are smaller openings and must be held open making things take longeralso, the customer had difficult items to take apart and put together. specifically the crew noted some *** furniture that took a while and required special toolsall 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. our GPS unit on the truck did not show ANY stops between locationsOne thing to keep in mind is that these are large trucks and don’t travel as fast as cars I did mail a claim form and the damage will be covered. We feel the billing for this job was fair and appropriate.

Initial Business Response /* (1000, 11, 2015/11/06) */
The customers items are in the warehouse, unfortunately they are not labeledThe warehouse is being fully inspected in order to locate the customers goodsIn any event we cannot locate the goods, we do have insurance and a claim can be filed
for compensation
Initial Consumer Rebuttal /* (3000, 19, 2015/11/23) */
this is their reply to me about looking for my items:
We just wanted to inform you that the situation is a top priority, even though you may disagreeWe unfortunately have more work than expected to continue searching for your goods
Top priority but too busy to look

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,
*** ***

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,
*** ***

the check went outwe will investigate why customer has not received itwe will send new on if necessary

Complaint:
I am rejecting this response because:You may disagree with what your BOL states but it is yours and you are liable Special ops can't even follow up on claims? Why do you even have a claim form? Just tell people you can go into their home and damage their property and you won't do anythingAny reputable company would take care of their customers, special ops is proving otherwise My claim is still open and the repair needs fixed What are you going to do about it? You can't even reply to your insurance adjuster

we don't agree with much of this assessmentThough we were later to this job than estimated we did arrive at 8:18pm per our trucks GPS systemAnd finished the job at 11:(On budget) Due to the high volume of moves at the end of the month and being a weekend *** was given a 5pm ESTIMATED not
guarantied arrival timealso she booked last minute (days prior) and we accommodated her by scheduling so late in the monthWe unfortunately were behind and offered her a full refund to cancel or a smaller discount for the later arrival*** however demanded a free move or threatened to leave "bad reviews all over the net" which she did leaving on google alone one from her husband, one from her maiden name and one with her married name (the pic on the profiles is clearly her)In any event we regret this happenedAs far as broken items we have not received a claim from *** but will process one if and when it's filedShe can email *** with a list of damaged items along with any pics as attachments of the damage she is describing.Our crews are required to report on a written post move form any damage that was causedThis is mandatory and grounds for termination if not doneThe crew did not report any damageWe will wait until a claim (if any) comes in and will promptly process it.We think it's unfair to use pressure of bad reviews to get unreasonable discountsThat said everyone is entitled to voice their opinions about their experiencesWe feel using different profiles to leave multiple reviews on the same sites is a bit ridiculous and have contacted Google to remove the duplicates(One will stay and we will respond to it)There are some things that are hard to control in the transportation business traffic, mechanical issues etcand we can't just leave 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 no refund is due.If *** deletes her duplicate bad reviews we will discuss a discount with her but as far as our position on this job we feel even though we arrived later than the estimated time of arrival our initial agreements clearly state arrival times are only an estimate and not a guarantyWe did our best and offered a full refund for a cancellationWe performed the job in a professional manor and deserve to get compensated

Initial Business Response /* (1000, 6, 2015/08/25) */
The customer must file a claim in order to receive compensation for damagesI will send this information to this customer now via email at:
***
If the customer wants the claim infosent 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 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 ONLINEX-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 doingI have already received notice that the claim has been received and that may take days to process.processnot resolve(That's days in addition to the plus days that have passed *** 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 inactiveIt 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 respectfully disagree. we will process a damage claim when the card dispute is resolvedso far we have not received any evidence of damage except pics that are inconclusivealso, we cannot (and will not) discriminate against womenwe hire qualified individuals and feel comfortable she can do the job and have not had any complaint about her from other customers. at this point and time we cant do anything as the charges are disputed and we have not received any payment what-so-ever. the e-signed estimate and agreement is attached here. thanks mike