Stevens Relocation

Review: CompleteIy unsatisfied. Moved from De to Ga. I originally spoke to [redacted] ([redacted]) who said he was [redacted] of Stevens Relocations, speaking to me for roughly 45 mins & was quoted for a 3-5 day move "because we go to GA every wk". Was assured by [redacted] that all would be taken care of. The original driver for pickup told us our quote was more than doubled (from $1102 to $2400) so he let us pay half the fee in check. Failed to receive status on my delivery until I called on what was the [redacted] day, Friday Sept. Was told by a rep that I was due for that wkend but didnt have the drivers info or an exact date of delivery but he would call between 12-24 hours before reaching me....not exactly helpful. Called what I was told was [redacted]'s cellphone and after numerous tries no one answered so I left a vmail. I receive a text from an unknown NY number saying it was [redacted] so I asked for the driver's info. Spoke to "[redacted]" (which was also the name of the driver who originally picked up my things but now was a different person) on the [redacted] and he was in [redacted] Ga (3hrs 42 mins away from me) but was gonna deliver 2 FL dropoffs before doing mine....what?! Said give a couple more days. Monday, Sept. [redacted] I called the office, spoke to a rep ([redacted], I believe) about a feasible discount due to inconvenience. I've spent on a hotel for a few days then had to stay with my father for the remainder of time (in cramped space) while buying food and gas to commute back and forth to my apt (which is an hr round trip) so now im spending against funds meant for establishing my utilities. She states it usually takes up to 10 days to deliver down south...thats not what I was told! She also stated [redacted] isnt a boss but a mere rep so not only was I given misinformation but was told so by a fraudulent representative who, as told by her, doesnt work there anymore. Thats not my problem. My issue is if I was told it'd take that long I wouldnt have moved the very next day knowing i'd be waiting and spending money I dont have. For the money ur asking I could have moved myself and had my home settled in 3 days. But since your mover has my furniture and clothes I've had to turn down/reschedule job interviews. Spoke to "[redacted]" on Sept [redacted], who said he's currently in Miami and would be here next day...which is the 10th day. I needed a resolution so after playing phone tag I finally spoke to [redacted] who admitted fault by acknowledging the reason [redacted] was fired and they packed the truck in the wrong order (because I would've had my things way ahead of time). He also stated they had up to 14 days to deliver....it went from [redacted]'s 3-5 days to [redacted]'s 7-10 days to [redacted]'s 7-14 days...so no one ever gave me the right info and not in email or on contract does it say the time span of delivery that I've seen. Also said he'd only accept cash when he just accepted a check to initiate the delivery and on the contract states the remainder of fees can be paid in money order or cash and on the contract even states certified check, traveler's check and certified check. How you preferred to be paid and how you want to be paid are separate things. Through the moment they picked up my things I never received a call, I had to call them everytime. The driver said he'd arrive in afternoon but didnt til 8p. One of my splitter box springs for my queen size bed was torn at the bottom, had two broken mirrors and a few dishes. In total I spent almost $280 in the course of 9 days that didnt need to be spent, $150 was meant for my electricity deposit. After all this I wound up only getting a $100 discount. I'm so upset & disappointed.Desired Settlement: I would like a refund in the amount of $150 (my utility deposit) in money order only. Since they only deal in cash/money order, so do I as well. Definitely feel taken advantage of.

Business

Response:

Thank you for

forwarding this complaint to our attention. We would like to offer the

following response.

received an estimate in good faith based upon a list of inventory she provided

consisting of 20 items. On the date of service [redacted] presented with a

larger inventory consisting of 36 items which necessitated a proportionate

increase in the cost of service. [redacted]

[redacted] was provided with an 3-5 business day estimate for delivery which was

provided in good faith based upon historical data and the information available

at that time. The contract [redacted] signed indicated a delivery time frame of

up to 10 business days from the 1st date of availability. [redacted]’s

hipment was collected on August **, 2014 and delivered on September **, 2014, within

7 business days of her pickup date, and well within the 10 business day

delivery window.

We

apologize for any inconvenience and regret that [redacted] is not happy with

the service however [redacted] did receive a discount at the time of delivery. Stevens

Relocation has an established claim process in place to assist customers with

damage/ loss claims. [redacted] may submit a claim for consideration if

necessary. Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Nowhere on the contract states "up to 10 days of deliver" it merely states jargon for claims and methods of payment...which wasnt accurate because I was told to pay with cash and postal money order...though a personal chk was given to initiate the move. I seriously need someone to show me were the contract states this "up to 10 days". Fact of the matter is....I was mislead by an employee that the general mgr acknowledged was in the wrong. As for the discount for $100 that was for inconvenience from the headache I was obviously I STILL havent been able to transfer my utilities in my name due to having to wait to start my job (which I wouldnt have to wait if I didnt need to spend the $150 towards 2 ppl needing to survive without having access to cooking utensil to cook) I was made to feel as if my delivery wasnt making them money when I shouldve moved my things myself for cheaper and faster, lesson learned. After reading all the reviews of this company im not surprised at their reply...my $2000 was pennies to them but thats a huge hole in my budget. And as I go to use certain things I discover I didnt have them which indicates some of my things were given to the delivery before me...since I was almost accidentally give a box not belonging to me as well. This whole thing is beyond unprofessional.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for

forwarding this rejection to our attention. Please accept the following

response. The shipment was delivered within the stipulated time frame of up to

10 business days from the 1st available date and the shipment was

delivered within 7 business days. If [redacted] believes that her shipment was

delivered later she may submit a claim for consideration. We have asked out

claim administrator to email claim forms to [redacted].

We apologize

again for any inconvenience and ask that [redacted] submit a claim for

consideration. Thank you.

Review: This moving company charged me twice what it quoted for a 16 mile move.

1. The workers loaded the truck very very slowly

2. It took them two and one half hours to drive the 16 miles during which time I was charged $100/hr.

3. They "could not" charge my credit card (on file) because it was a weekend even though they told me I could use the card to pay.

4. One of the managers told me to call my family for money when they demanded cash instead of charging my card

5. They kept my items from Saturday until Monday when they could charge the card.

6. They charged me double ($1000) what they quoted ($500) for 3 hours of labor.

7. I had friends come over to help unload the truck who ended up waiting 4 hours from the time I expected the movers on Monday morning.

8. I am missing items such as a floor lamp and a box of books.

9. When I enquired where the moving truck was during the four hour delay Monday morning I was given two different answers, one by a higher up employee (a quarter mile away) and one by the driver (sitting in traffic on the BQE).Desired Settlement: I would like to be billed for

1. 3 hours of labor on Saturday @$100/hour

2. $100 travel time

3. $100 travel time on Monday (when I had my friends unload the truck instead of the movers)

Business

Response:

Thank you forforwarding this complaint to our attention. We would like to offer thefollowing response.[redacted]

[redacted] received an estimate in good faith for $900 based upon a list ofinventory she provided consisting of 32 items. The final cost of service was$1000.00. We dispute [redacted]’s assertion that her moving costs doubled overthe estimated amount. [redacted] did not have cash or postal money orderavailable to pay for service and Carrier was unable to charge the credit cardat delivery. The shipment was held until the card could be charged for thebalance due. [redacted] was not charged for the overnight handling. We regret thatitems may have been lost during transit. We have asked out claim administrator toemail claim forms to [redacted], Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The quote I received was actually for $500, not $900, and is attached. I was specifically told they could charge my credit card for the service and then the day of the move said they could not because no one was available to charge the card. Not only did the cost double, they would not give me my things until the excessive cost was paid.Thank you,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It is frustrating for Steven's Location to continually give incorrect information. Yes, I worked with [redacted] on the original estimate. There was never a second estimate. I didn't speak to anyone before the actual move to receive a second estimate. In addition, during the move there was not any discussion about the price changing, or a new "estimate". They simply told me a new price after the move. The price asked for on Saturday during the move was a different price then the price charged on Monday when the items were finally delivered. I don't know what he means by "responder" as there was never a second estimate. The items did not require packing as they were all located in my storage unit and already packed. The movers, however, didn't like how some of the items were packed and asked to put them in different boxes. They packed 4 boxes differently than I had packed the items. The number of items did not change from the ones originally listed. The company took 3 hours to load the moving van with the items. (During which time they worked at a very slow pace.) Those three hours were the only hours of labor performed other than driving the van with the items to the Brooklyn location. I provided people to unload the truck when it arrived in Brooklyn, 5 hours after the original time we were told they would be there on Monday. The original moving date did change. But at that time I was not told a credit card would not be able to be charged on the new moving date of August *. The company took the credit card information from [redacted] over the phone for the deposit and did not have a problem that she was not there in person. My mother arrived on July ** and stayed in New York City through the move and a few weeks beyond. She was there in person, and indeed did ultimately sign the credit card charge in person.

Anthony, at Stevens Relocation, told me he would refund the stair charge of $100 because his men did not have to unload the truck and he neglected to refund the charge. I believe I am owed money so that the move more closely aligns with the labor expended and the original estimate. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you forforwarding this consumer’s second rejection to our attention. We would like tooffer the following response. On the date of service [redacted] was advised ofthe expected costs for the services she required. [redacted] authorized themovers to commence with the move. [redacted] was charged for the services performedand the labor provided. We again apologizefor not being able to charge the card on the new moving date [redacted]provided. Had that been noticed it would have been conveyed to [redacted] sothat she could be prepared with an acceptable form of payment. Because thedeposit is for relatively small amount, it is not usually necessary to obtain asignature for the deposit payments however as the total move cost may besignificant, we do require proper documentation before charging a card. We will review [redacted]’s claim that she isdue a $100 refund for a stair charge and make arrangements to credit that back toher account if she is eligible for the refund. Thank you.

Review: I Hired Stevens Relocation to move my 1-bedroom [redacted] apartment to Arlington, VA. The sales representative I spoke to told me I could pick whatever day I wanted to have my items delivered. Upon pickup I was told it would take 3-5 days to have my items delivered. Within the 3-5 day period nobody contacted me, so I called the company and they told me they would look into it and get back to me by the end of the day. 3 days later I had not heard anything and called back. Then I was told that it takes 7-10 days and that they would deliver on the weekend. As of Friday, day 8, my furniture was still not here. It took about 5 phone calls each time to get in touch with someone. I was then told that the company does not do weekend deliveries. After another week I was told my delivery would be on Friday afternoon and the driver would contact me 12-24 hours in advance. On Friday, the supposed day of delivery I still had not heard from the driver. He finally called back and said that he would be delivering Saturday. I had previously told the company that I would be out of town for work on Saturday and not able to accept the delivery. My good friend was able to get the delivery since it had been over two weeks. They tried to charge me a long distance carry fee of over $300 after all of this because the apartment was a long walk from the truck. After much arguing they were willing to waive the fee. The driver did not deliver the shelves for my TV cabinet, rendering it basically useless. My items were apparently stored in their warehouse without my knowledge and the fact that I was not able to be there for delivery was part of the reason for not realizing the shelves were not there the day of. The company looked for the shelves and started the claim process but never got back to me about the outcome. I followed up and have still not heard back. [redacted], the [redacted] of the company was rude to me on the phone each time I spoke to him and talked down to me. He acted like I was a nuissance to him. For spending over $3,000, which is well above what other companies quoted I expected to be treated better and have a more professional/faster delivery.Desired Settlement: I would like a partial or full refund for this ridiculous ordeal that is still ongoing.

Business

Response:

Thank you for

forwarding this complaint to our attention. We would like to offer the

following response.

[redacted] received

an estimate in good faith during which [redacted] was advised that the average

delivery time would be 3-5 business days from the first date of availability.

We have no record of guaranteeing a specific delivery date, as guaranteed

delivery is an optional service available at an extra charge. Any estimates for

delivery were provided in good faith based upon historical data and the

information available at that time. The contract [redacted] signed indicated a

delivery time frame of up to 10 business days from the 1st date of

availability. [redacted]’s shipment was collected on August **, 2014 and

delivered on September *, 2014, within 10 business days of her pickup date, and

within the stipulated 10 business day delivery window.

[redacted]’s

estimate clearly indicated there would be a long carry fee for deliveries

exceeding 75 feet from the trucks closest access point to the residence. This

fee was waived in good will.

We regret that

items may have been damaged or lost during transit. A claim has been opened

with our claim administrator and acknowledged to [redacted] on September **,

2014. The claim is currently waiting to be processed by an adjuster.

We apologize for

any inconvenience and regret that [redacted] was not happy with the service

however [redacted]’s long carry fee was waived at the time of delivery. As the

services contracted for were provided [redacted]

is not eligible for a full refund however her will claim will be processed

and [redacted] will receive compensation in accordance with the terms of our

contract and applicable federal law. Thank you.

Review: Stevens Relocation was subcontracted by a moving broker ([redacted]) to deliver my items after another company ([redacted]) had picked up my items from the original location. I am unaware of who the warehouse where my items were stored belonged to, but [redacted] completed an inventory of what was picked up which was signed by my mother. Steven's relocation arrived Tuesday August [redacted], 2014 at 9AM to drop off my items. They required that I pay the remaining balance due with cash, but the amount they requested was $60 more than what was on the contract "balance due" line. They did not assume responsibility for the price change, so I paid the full balance. Additionally, a few of my items, including a desk and nested tables, were delivered damaged, for which they also assumed no responsibility. While all of this was happening, I was extremely distraught and [redacted] the driver was asking me to sign the contract saying that he had dropped off my items and I hastily signed, and they left. As soon as they left I realized that I was missing two major items: two living chairs.

I immediately told my boyfriend to run after him. When he caught up with the driver, they acknowledged that only 5 chairs and a rocking chair had been dropped off, and noticed that the Living chairs had been checked off as delivered on the contract when, in-fact, they hadn't been delivered. My boyfriend looked in the truck and did not find the chairs. [redacted] relayed to my boyfriend that he would check the warehouse later on that day for the items. He also told me on the phone to text him the missing items, and any pictures if I had them. At that time, nobody thought to amend the contract to represent the true items dropped off. As soon as my boyfriend returned to my apartment, I took a video of the items received to demonstrate that I did not have 2 living chairs in my possession.

I texted [redacted] with the information and pictures of the missing items, and I also contacted [redacted] at the Stevens Relocation office to let him know what had happened. He reassured me that they would check the warehouse. I mentioned to him that I was concerned because the contract that I had signed needed to be amended to represent the fact that the two living chairs were not dropped off. He told me to "disregard it", and he would make sure to locate the chairs in the warehouse and contact me. I did not hear from him by the end of the day. I emailed [redacted] the next day to follow up as well as called. The calls did not go through. In total, I had emailed [redacted] on 8/**, 8/** and 8/**, and attempted to call him again twice on 8/**. He responded to none of my emails and the calls demonstrated a busy signal, so I was unable to leave a message. There was no out of office reply, either.

I also made an attempt to text and call the driver, [redacted] on 8/**, and 8/** for which there was no response. At this point, I do not have confidence that anyone is attempting or even cares to locate and return my missing items. I have chosen not to file claims for my damaged items, or even to dispute the additional charges that were brought to me on the day of the move (not on any contract). I simply wish to have my items delivered to me.Desired Settlement: I would like for Steven's Relocation to locate and deliver my living chairs that were listed on the inventory that were not delivered.

Business

Response:

Thank you for

forwarding this complaint to our attention. We would like to offer the

following response.

We regret that

items may have been lost or damaged during transit. We have checked our truck

and our storage terminal did not find the items missing from [redacted]’s shipment.

If and when they are located arrangements will be made to deliver them to [redacted]

[redacted]. As Stevens Relocation only provided delivery services for Unique Van

Lines, and the items were collected from their storage terminal, we recommend

that [redacted] also contact them to see if the items were left behind in their

facility. If the items are not found [redacted] should contact [redacted]

or consult her contract for information on submitting a claim for the missing

and damaged items. Per US DOT regulations, the carrier listed on the Bill of

Lading is the responsible party and claims must be submitted with them. They

will in turn contact us if necessary to subrogate [redacted]’s claim.

The missing

items were not located on our truck. [redacted] should contact [redacted]

to see if the items are in the terminal and for information on submitting a

claim. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While appreciate that Steven's Relocation did respond to this Revdex.com complaint, unfortunately their suggestion is unable to be carried out without further assistance from them. I would like to file a claim for missing furniture with [redacted], but as stated in the original complaint, the contract I had signed in the presence of the Steven's Relocation driver demonstrates that I HAVE received all of my items. Without an amended document saying that these items were not delivered to me, I do not have any legal recourse to file for compensation for the missing items. If Stevens Relocation could please provide me something in writing that states that upon arrival to my apartment those items were missing, I will gladly move forward with pursuing compensation with [redacted]. It was a grave error that I made when signing the contract hastily, but I do feel that if Steven's Relocation is correct that they are not responsible for the missing items( as they just delivered from [redacted] Terminal,) then there should be no problem in them supporting my claim that the items were not delivered, in attempts to help me recover my items.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for

forwarding this complaint to our attention. We would like to offer the

following response.

As [redacted]

signed the Household Goods Descriptive Inventory indicating that all items were

delivered, and a search of the truck and the storage terminal did not produce

the items [redacted] claims as missing, we are not able to verify that the

items were indeed missing from the shipment and as such we are unable to

provide documentation confirming that the items were indeed missing. [redacted]

should submit her claim to Unique Van Lines and we will work with them to the

best of our ability so that [redacted] may be compensated for the items claimed

as missing. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The moving and storage company cannot be contacted. I need to have our furniture delivered to our new address. Stevens relocation is not responding to all forms of communication. Those furnitures are heirlooms from my aunt who shipped them from Ohio and paid 3000 USD just for the shipping. I paid 175/month to keep them in storage, now Stevens Relocation does not even answer my calls or respond to my queries.Desired Settlement: I want them to deliver our furniture, if not, they need to reimburse me the cost of what i've paid for storage and replace the furniture that they lost.

Consumer

Response:

At this time, I have not been contacted by Stevens Relocation regarding complaint ID [redacted].Sincerely,[redacted]

Review: Over charged; pick up and delivery not on time; Received damaged furniture; boxes bent out of shape; 8ft ladder missing; one box missing and they have not provide a form for reimbursement or repairs of damage items. Avoiding my calls.Desired Settlement: If they can repair, and if not, cover the agreed percentage rate of cost for damage items.

Consumer

Response:

At this time, I have not been contacted by Stevens Relocation regarding complaint ID [redacted]. Please note: I previously failed to mention, the company only SENT TWO EMPLOYEES TO UNLOAD THE FURNTURE. I questioned why and I was told the company only allows two employees to unload. Unfortunately, this is the cause of damaged furniture. Sincerely,[redacted]

Review: I hired them to move my stuff from CT to FL. They quoted me $2000, showed up at 10pm at night (10hrs late), with no packaging materials (which were promised), banged around all my items trying to get them apart because they didn't bring proper tools, and then tried to tell me it would cost $6-7,000 to move all my stuff. Then the employee refused to take my stuff off his truck until I paid him and I had to call the local police department. The boss promised me my $100 deposit back. I've contacted them several times about it and they keep promising tomorrow yet it's been almost 2 weeks and at least three phone calls and I have not got the refund. Not to mention they damaged my dresser which I didn't even ask for compensation for.Desired Settlement: I want my $100 deposit back. This experience was a nightmare.

Business

Response:

Good Morning,

We will be mare than happy to return [redacted] deposit, If there any other questions please feel free to call or email, Thank you.

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