Stewart Moving & Storage

Revdex.com:
I have reviewed the offer and/or response 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.
I would not have contacted the Revdex.com if the response that was given was satisfactory.  One of the items was definitely packed as it was specifically noted on the inventory sheet by the packers that it was in the missing box.  The box with these items left the house in Richmond and did not make it into the house in Florida.  I do not know why it did not.  All I do know is that we entrusted Stewart Moving to take care of our items, and they made a big deal about their guarantee and replacement value when they were selling me their services.  We certainly would not have picked out these items in this box to claim as missing just to get money as one of them was one-of-a-kind and we would definitely would much rather have the item than the money.  Why would we do this?  Stewart Moving clearly is not going to pay for these items, and we certainly cannot make them. These items were NOT left at the Richmond house (as I said, one of them was listed in the inventory as being packed in box 87), as my son is still living there, and he has confirmed that the box is not there.  By the way, the items on the inventory sheet were NOT marked off one by one by anyone as they were unloaded from the truck (my husband was there).  They were all marked off, I'm sure, but not because they were actually seen by any of Stewart Moving's employees.
Regards,
[redacted]

Ms. [redacted] has agreed to remove this complaint and accept proposed resolution

Revdex.com:
I have reviewed the offer and/or response 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]If Stewart Moving and Storage would check their records they would see that I called their office on April 20, 2016 and spoke with Nick in Operations.  I gave him my credit card number and asked that he run the charges through accordingly in an effort to resolve this conflict.  I then notified Mr. Wright of this by email that same day. It is true that the furniture repair people have been out and started making repairs to my items.  Contrary to their statement previously, the handles on my refrigerator were installed on Monday, April 25th.  Apparently, Mr. W[redacted] doesn't know exactly what is happening when, for he has now stated that they aren't installed.   Whoever responded to the previous inquiry also falsely stated that a third party had examined my grandfather clock to determine that the damage is a not a result of transit.  The person in question told me twice he had not ever examined the clock and was recommending that an expert do it.  it's just their way of coming up with an excuse to not pay my claim. As for the floors, again this company's truthfulness is in question, because I did originally state there were some "dents" in my kitchen floor near the refrigerator, but when the driver moved my fridge he caused new scratches to the floor.  I had called the driver back into the house after I had signed the form for "no damage" and pointed out the new scratches.  The driver then proceeded to lie to me about having used a pad, and what direction he had exited the kitchen. He forgot that I had been standing right there when he took the fridge  out, and I saw what direction he had gone, and it followed the direction of the new scratches. He took pictures of the damage, so I assumed he would amend the paperwork accordingly.  This whole argument on Stewart's part makes no sense, if I'm lying about everything why would I take responsibility for the "dents", that were already there. Why wouldn't I just blame them for all of the damage? Also I had just had the floors in my whole downstairs refinished at great expense and inconvenience.  Why would I want to go through that again, if they hadn't cause new damage.After this experience with Stewart Moving and Storage, all I can say is don't bother paying them for insuring your items because they won't pay your claims.  Save the money!

Mr. [redacted],We are very sorry that we are unable to fulfill your request.  We are bound by the VA State Tariff Guidelines as previously stated, we cannot change our position on this matter.  Please be advised that if you do not agree with our position as stated than you may request...

arbitration through a federally mandated program. If you would like additional information on arbitration, please contact the American Moving and Storage Association, 1611 Duke Street, Alexandria, VA 22314, or you may phone them at (888)849-2672. Additional information is also available on the website: www.moving.org. Be sure to address your correspondence to the attention of the Dispute Settlement Program.

Revdex.com:
I have reviewed the offer and/or response 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.  I have many more photos and documents to submit, as only 4 were allowed.
A picture is worth 1000 words, just look at how the truck was packed?  Is this the standard of professional movers?  Is this fair to the public?  My damage far exceed $770, which I will not cash and will return.  They stole my TV, blue ray player and [redacted] speakers and will not return any of my calls, I've asked to speak to the owner, no one has responded sinch July 21, 2015.I have many photos of my damages, receipts for expenses incurred to repair items broken by them.  My washing machine alone is worth $1000, a mirror was $1500, my dressers were $4500 each!  They are destroyed.  I packed nothing except my boxes and wrapped my 52 in TV with a blanket.Regardless of their schedule, I hired them to move my furniture, I was clear about what I had and it was in fact the TRUTH!  Their movers moved one box at a time to run the clock.  I did not have a dining room set, a kitchen set, I did not have sofas.  I had 15 pieces of furniture and my appliances, mostly boxes.  Mr. Wright cannot count as the items on my claim is including ALL items they touched, not just furniture.  I have been nothing but patient with this company and they have been rude, deceitful and completely unresponsive.
First I would like to say that I've never spoken with Mr. Wright and his findings in his response are completely fabricated. I tried to call him once, he SCREAMED at me "no one ever told me to contact YOU!". which Ms. Andres said she had several times.   I dealt with Michelle Clarke with Stewart Moving from the very first day, she is no longer with the company as I believe they fired her over this.  I have hired professional movers in the past, and never had an issue, this company is dishonest and reckless, the public should be aware.  No one ever suggested to come to my home and give me an estimate, which I would have gladly obliged.  I will not cash the check they sent as my damages far exceed $770.  I have numerous photos which is submitted to Stewart Moving, they will not respond to any inquiry I've made.  Secondly, I've been moved by professional movers in the past, never had damage to my items with multi-state move by them.  This is the first time I've ever had to make a claim.  I have been more thanpatient and called Stewart Moving 15 times, to date, NO ONE has returned my call except to deliver m television that they stole from my move.  I have asked to speak to the owner, they will not give him my message.  Their movers dropped my washing machine off the dolly and my dressers down a flight of stairs which my daughter and I witnessed first hand.  In a court of law, their own employees would have to testify to these facts.  Their employees were sickened by the way my items were packed in the truck.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
This was a military move, Stewart moving was in fact contractually obligated, and paid, to unpack and remove all the unpacked boxes.  On 1 June four Stewart moving employees returned to my residency and unpacked 95% of all boxes, however since they arrived via a small pickup truck, at the end of the day they only removed 10% of the boxes and packing material.  Do not tell me Stewart moving isn't responsible or obligated to remove the material, this is my 12th move over a 30+ year career, I know better. For four weeks I have been unable to access half of my garage due to the left material left behind, numerous calls made to your customer service have been ignored.  Do not send anyone to my residence, I'm finished with your company for good and will ensure I relay my experience regarding your company at every opportunity I have.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

We used Stewart Moving and Storage in August to move our furniture and household items into storage and then into our home. It was the move from Hell. Stewart has merged with [redacted]. [redacted] had been recommended to us. We worked thru [redacted] who was professional and good about delivering boxes to us. However, almost everything about the actual move was awful. Items were lost. Multiple items (all which they packed) were damaged and the house was damaged. Boxes marked fragile were mangled. They carried boxes into the house with the arrows indicating the direction boxes should be carried pointing downward. They lost a bicycle and ladder. They dropped a slate table on a wood floor, putting a gash into it. They marked up walls in numerous areas. They broke a door. The top of an armoire was smashed in. The corner of a dresser was cracked and the finish on the edge was scraped off. Three pieces of bedding were dirty and ripped. A lamp was broken. Artwork was damaged. The leg of a chair was chipped. We were told we could put a small box in HVAC storage. We followed directions on how to handle this, but the box we had marked with HVAC was not put into climate controlled storage. Contents were melted. When we complained about this, we were told we did not qualify for HVAC storage as we did not pay for it. We have moved multiple times over the years and prior to this move never encountered any problem. I strongly urge anyone considering Stewart Moving and Storage (now merged with [redacted]) to look elsewhere.

RESPONSE :TO CASE NUMBER [redacted] Stewart Moving & Storage was contacted about these missing items after the move process was completed. Stewart immediately executed it’s trace protocol. The packing crew and the driver were contacted and they indicated that they had no knowledge nor...

recollection of the items in question. The truck, that only contained Mrs. [redacted]’s shipment, was searched which yielded a negative result. The customer then contacted Stewart Moving & Storage stating that she believed that these items were packed in carton #87 which she claimed that she did not receive. Stewart then advised the customer to file a claim for any damages or lost items. Once Mrs. [redacted]’s claim was received by the claims department an immediate investigation ensued. This investigation included reviewing the items claimed, reviewing all of the relevant documentation, and obtaining statements from the packing and hauling crews. Mrs. [redacted] claimed $735.00 in missing and damaged items and Stewart’s claims department found themselves to be liable for the damaged items and agreed to pay the amount that was claimed for them totaling $435.00.  However, the missing items were denied based on the fact that there was not sufficient evidence that Stewart was ever in custody of the missing items. Contrary to Mrs. [redacted]’s statement, there was a paper inventory provided at destination at which time each item’s number was checked off and the bottom of the inventory was signed as being received by the shipper. A checkmark through the number along with the customer’s signature at the bottom of the page constitutes as a release of custody and confirmation that the item was received. Along with this documentation, the crew that performed the packing of the cartons stated that the customer asked that a number of items be not packed and transported with our company. They also stated that it was very probable that these two items were among the items that were asked to not be packed and still remain at the origin residence. Mrs. [redacted] stated that she was unsure if that was the case, and proceeded to contact the new residents in an attempt to locate these items. Stewart Moving & Storage has done it’s due diligence to rectify this situation. However, we cannot compensate our customer’s on items that they clearly indicated that they have received. Thank you, [redacted]ClaimsStewart Moving and Storage - JaxO. 904.783.0715 ext 110F. 888.815.1954

Review: This company came to my elderly parent's 2 bedroom apartment to give an estimate for their move. Tanner estimated 2.5 hours. We hired them. The men showed up an hour late first of all. The move took a total of 12 hours. They had to pack approximately 10-15 boxes. The rest were all packed and labeled, ready to go. We have no idea what took so long !!!!! When I moved them cross country the move cost the same amount....I think they were taking advantage of us because they could. My mother is in a wheel chair, I took her out of the apartment so we wouldn't be in the way. I couldn't watch what was going on. I asked for a price reduction...was give $140 off the $2450 bill. I'm not a happy camper because my parents are on a fixed income and can't afford this type of surprise expense.

Business

Response:

Ms. [redacted]; We are very sorry that you feel we had any malicious intent when conducting your parent’s move. I would like to provide a little bit of insight into how the project took place, clear up any misunderstandings, and see if that helps resolve the situation. I have attached your parent's estimate… it was 7 hours total, not 2.5 as your complaint stated. The project ended up including more boxes (17 in total) than the estimate originally requested. This happens in moving, sometimes we have more items than we realize. The major change was when the THIRD stop was added and the team had to re-divide the shipment on the truck - especially since the team spent a time loading it already and now had to redo it. My teams are trained specifically to accommodate our customers if at all possible, and they deemed it possible so the accommodation was made. I’m also told that there were some minor slowdowns with the use of the elevator- as nice as they are to have, if it’s not a dedicated elevator- the wait time can add up over the course of the project. We are very sorry that you aren’t 100% satisfied with your parent’s move. No matter the circumstances, we always strive for happy customers and families. The additional charges are completely accurate, and with the 1 hour rate ($140) discount we already extended, we truly hope that you are able to see that we did our very best for your family with the services provided.

Consumer

Response:

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

I used Stewart Moving and Storage back in May. I found the process of dealing with them to be very professional, from the first phone call to the completion of the move. Stewart Moving and Storage were diligent and on-time. Going through the quote process was completely painless as they accommodated my schedule and showed up on time. The one thing I found to be the best of Stewart Moving and Storage was the communication. No matter what my questions, they were always there to answer them in a professional and courteous manner. On the day of the move, I was impressed with the care they took to protect both my home and belongings. I would highly recommend them. Whether you have a simple move or a complex one, Stewart Moving and Storage should be the only call you make. Best moving company in Richmond in my opinion. I mean, they were professional, courteous, efficient and extremely hard working. They cared more about my satisfaction than about getting the job done.

Review: At 1303 hours on 25 July 2016 three employees of Stewart Moving Services arrived at my home to pack out my valuable artwork to be shipped.

Otis G[redacted]

Trevor G[redacted]

Travis W[redacted]

Upon their arrival, the truck driver ran over my mailbox. While the knocking over of a mailbox may not seem like a big deal to some folks it is to me, especially when they did not take responsibility for knocking it over and then tried to say it was already broke. If they willing to lie about the mailbox then they will be willing to lie about anything to cover up their mistakes. I have difficult time trusting anyone that lies, especially when it comes to the shipment of expensive paintings that have sentimental value as well. When my wife brought this to their attention the packers tried to say that it was already broken. My wife then informed them that the mailbox was not broke, in fact, we had just installed a new one, then they tried to say that the driver was tired from driving the last 24-48 hours. Well if that is true then the next question is why is the driver not resting instead of hitting mailboxes.

Next, there are no entries made on the high-value document. The packers did not even ask if anything was of high value and just left a blank form. Why? My wife had to direct the packers to wrap our household goods properly in packing materials. If she had not been watching them then our "stuff" would have just gone into the crate without being wrapped properly. The packers just wanted to put boxes in the crate and not get the proper packing materials from the truck because it was hot outside. That tells me they have no consideration at all for my property and whether or not it arrives safely at the destination.

All the years I have been moved by the government this company (Stewart Moving & Storage) is the absolute worst and I will ensure that when it comes time to move that they will not be touching my household goods in the future because I will decline them.Desired Settlement: I have tried to work this issue through the primary contractor for shipping my goods but there has been no communication unless I contact them. Otherwise it is apparently is not an issue. Even though I am not paying for this service directly the government is. I have a problem with my tax dollars being paid to substandard service providers such as Stewart Moving & Storage.

1. I want my mailbox replaced with a new pole and mailbox.

2. I want an explanation as to why the driver was transporting my household goods with lack of a rest period putting my household goods at risk.

3. I want a check paying me for the hours I have wasted dealing with this. I have spent more than eight hours so far. My hourly rate is $100.00 per hour at my job. ($800.00 so far).

4. A letter from Stewart Moving and Storage apologizing to my wife for the conduct of it's employees.

5. I want an explanation of why there is not a seasoned person going on jobs with new hires to ensure some type of quality control.

Business

Response:

Mr. [redacted] Thank you for reaching out. The move experience that you describe is not what we strive for at Stewart Moving & Storage and for that, we sincerely apologize. We’d also like to address some of your concerns and share with you the actions we’ve taken to rectify the issues: 1) Your mailbox: We already contacted Weathersby Guild to come out and repair the mailbox. The request was put through this morning before receipt of this complaint- and you can expect to hear from them directly for scheduling. 2) The driver’s hours: Your move was on a Monday, the local driver had not been driving for any length of time other than to arrive at your home. It is uncertain why he made such a statement but this isn’t possible (for him to have been working 24-48 hours) nor is it how we train our employees to address customers and will certainly use this as a training opportunity on customer communications. 3) My Baltimore GM, Martin, left you a message regarding the mailbox and your move; but he hasn’t heard back. He will try to reach you again.4) We will send a letter of apology to your family. Moving is stressful, we are very familiar with the sacrifices our service members and their families make and always strive for an excellent experience for all customers. We certainly understand your frustration and look forward to making things right. We hope that the preceding items will put us on track to a resolution.

Consumer

Response:

I have reviewed the offer and/or response 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.

Once again the lies continue. There has been no communication made to myself of my wife from anyone at Stewart until I filed the Revdex.com complaint. As of today there has still been no communication from the Baltimore office. I was given the phone number for Martin Z[redacted]. I called the number but there is no name attached to the voicemail so there was no need in leaving a message. The movers had my wife and my cellphone numbers but did not call either one. I checked again last night to verify.My only hope is that my household goods make it to Mississippi in one piece at this point due to the lack of followup and communications. Until I see my mailbox is repaired like was promised all this company's so called "promises" are empty words and lies.Not to mention responding to this is taking more of my valuable time that needs to be focused on moving but can't due to incompetence. We are now up to nine hours at $100.00 ($900.00).

Regards,

Review: Company was paid to remove all packing material following military move, 30 days later and after 20 phone calls this company has refused to return to remove packing material. Unacceptable service, unacceptable customer service! Service that was paid for was not completed, which amount to theft.Desired Settlement: Remove the packing material within 72 hours.

Business

Response:

In the interest of goodwill, and making every customer happy - I have scheduled for the debris removal for THIS THURSDAY 8/4/16. We will be making a 6 hour, round trip (unpaid) to come back and get these boxes. FYI- It is not contracted that we remove your boxes- a service we do provide is to remove any empty boxes that are unpacked while we are still onsite and we are not contractually obligated to come back for them- they are your property.

Consumer

Response:

I have reviewed the offer and/or response 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.

This was a military move, Stewart moving was in fact contractually obligated, and paid, to unpack and remove all the unpacked boxes. On 1 June four Stewart moving employees returned to my residency and unpacked 95% of all boxes, however since they arrived via a small pickup truck, at the end of the day they only removed 10% of the boxes and packing material. Do not tell me Stewart moving isn't responsible or obligated to remove the material, this is my 12th move over a 30+ year career, I know better. For four weeks I have been unable to access half of my garage due to the left material left behind, numerous calls made to your customer service have been ignored. Do not send anyone to my residence, I'm finished with your company for good and will ensure I relay my experience regarding your company at every opportunity I have.

Regards,

Review: Employees of Stewart Moving and Storage damaged hardwood floors in kitchen at former residence and then lied about doing so, the company will not take responsibility for repairs. Along with this they did a horrible job of packing my belongings and damaged many articles including a grandfather clock which they also will not repair. Lost the screws to my Stainless Steel refrigerator, so I have been without handles for 5 weeks.Desired Settlement: I would like the company to pay for repairs to my floor, fix my clock and replace the handles on my refrigerator.

Business

Response:

Please see attached documents. Mrs. [redacted] signed paperwork immediately after we completed the move out stating there was No Damage (including but not limited to the hardwood floors). Other Move In claim items have been inspected, addressed, repaired, and are all settled. Handles of the Refrigerator doors have been reinstalled and damage to them was noted prior to our handling of the items. We have taken all steps to ensure we have corrected any and all issues caused during the move of Ms [redacted]'s property. Grandfather clock was inspected by an 3rd party and were deemed to not been damaged during transit.

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The company response is just full of lies. The Furniture Medic came out and did an inspection in early April. Absolutely nothing has been done. Everything is not addressed, repaired and all settled at all. The handles are still not attached to my refrigerator, nothing has been fixed at all. Who may I ask is this third party that inspected the clock. Because the Furniture Medic didn't touch the clock at all. He might have taken a picture of it, and even spoke of knowing someone who specializes in clocks and could come out to fix it. In fact he said he leaves these sort of items to the experts. So, who was this third party???? As for the damage to the floors in my former home, I did sign that form prior to noticing that there had indeed been damage to the floor. I ran out to the truck to get the driver to come back in to look at the damage, he took pictures, and lied to me about using a pad prior to moving the fridge. I assumed since he was taking pictures he would amend his paperwork and update it to note the damage. Obviously he did not. I'm including with my response a statement from my realtor and a representative from Mr. S[redacted] backing up my allegations that the damage was not there before the move of the fridge. Along with that I'm sending pictures of all of the items that are clearly not fixed and are all settled. Please be advised that I listed the home at [redacted] inMidlothian, VA in January of 2016. At that time I was in the house onmany occasions, for the initial listing meeting, several Open Houses,professional photography and to prepare the home for showings onoccasions when the client could not be present. The scratches that arecurrently visible in the Kitchen in front of the island and where therefrigerator used to be were not there on any of the occasions inwhich I was in the home prior to Mr. and Mrs. [redacted]'s move out ofthe house. It is apparent to me that the scratches were caused by therefrigerator being moved. Please contact me with any questionsregarding this information.I have attached before and after photos that I have.Thank you

Business

Response:

s. [redacted] has disputed her charges through her credit card company, although we have responded, we are not required to proceed with any type of claim settlement. In an effort to resolve this matter and not prolong this process, we have told the repair company to proceed with her repairs. However, we will not be issuing payment until the dispute is resolved. The repair company has been to her home on 4/25/16 and is currently in the process of completing her repairs. From their most recent update to us: they completed several of the repairs as well as took a couple pieces of furniture back to their shop to repair. They may not have attached the handles yet but it is on their list- we do not control their schedule. Our hands are tied about the floors- the paperwork binds us as No Damage Done, which she signed off on and additionally signed documents along with e-mails acknowledging that a pre-existing scratches were present due to moving a furniture for painting is what led us to our denial of her flooring claim. Please note that Federal law and the applicable tariffs that govern interstate movers, state that, a claim cannot be used to offset the transportation charges due for services rendered and yet, in spite of our effort to resolve, a stop payment has been issued by Mrs [redacted].

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted]If Stewart Moving and Storage would check their records they would see that I called their office on April 20, 2016 and spoke with Nick in Operations. I gave him my credit card number and asked that he run the charges through accordingly in an effort to resolve this conflict. I then notified Mr. Wright of this by email that same day. It is true that the furniture repair people have been out and started making repairs to my items. Contrary to their statement previously, the handles on my refrigerator were installed on Monday, April 25th. Apparently, Mr. W[redacted] doesn't know exactly what is happening when, for he has now stated that they aren't installed. Whoever responded to the previous inquiry also falsely stated that a third party had examined my grandfather clock to determine that the damage is a not a result of transit. The person in question told me twice he had not ever examined the clock and was recommending that an expert do it. it's just their way of coming up with an excuse to not pay my claim. As for the floors, again this company's truthfulness is in question, because I did originally state there were some "dents" in my kitchen floor near the refrigerator, but when the driver moved my fridge he caused new scratches to the floor. I had called the driver back into the house after I had signed the form for "no damage" and pointed out the new scratches. The driver then proceeded to lie to me about having used a pad, and what direction he had exited the kitchen. He forgot that I had been standing right there when he took the fridge out, and I saw what direction he had gone, and it followed the direction of the new scratches. He took pictures of the damage, so I assumed he would amend the paperwork accordingly. This whole argument on Stewart's part makes no sense, if I'm lying about everything why would I take responsibility for the "dents", that were already there. Why wouldn't I just blame them for all of the damage? Also I had just had the floors in my whole downstairs refinished at great expense and inconvenience. Why would I want to go through that again, if they hadn't cause new damage.After this experience with Stewart Moving and Storage, all I can say is don't bother paying them for insuring your items because they won't pay your claims. Save the money!

Review: I hired this mover on July 21, 2015, to move my personal items 3 miles, from one residential to another, approximately 5,000 lb. mostly boxes and 12 pieces of furniture, a brand front load washer and dryer. None of my belongings were handled with care. Nothing was wrapped, protected, tied down or secured. My furniture was dropped down flights of stairs, my washing machine was dropped off a dolly, all witnessed by my daughter and I. They admit not delivering one of my televisions and to date has never been returned it to me. I am missing a Blue Ray player and [redacted] speakers as well. They are unresponsivie. I have reached out to them regarding this matter move the 12 times, via phone calls, emails, documentations. I paid for my move in full, they cashed the check. Their claims adjuster refuses to speak with me, screamed at me on the phone. No one responds to my inquiry, only to say someone will call me back, they never do. This is unacceptable as my personal items have been damaged and not usable any longer. They were not delivered in the condition they left my first residence.Desired Settlement: I want my damaged/broken times replaced with fair market value, I have thousands of dollars in damage and have been without a working washer and dryer since 7/21/15.

Business

Response:

Mrs. [redacted] contacted our company on 6/24/2015 to scheduled a local move. On 6/26/2015 Mrs. [redacted]’s deposit was received by Stewart and her move was scheduled for 6/30/2015. Mrs. [redacted] then told Stewart that she was no longer able perform the move on 6/30/2015 and rescheduled for 7/10/2015. On 6/29/2015, we attempted to set-up a free in home estimate in order to get an accurate account of all items that were to be shipped. Unfortunately, Mrs. [redacted] and Stewart’s schedule could not coincide to facilitate the in home estimate. Therefore, the move was based off the items that Mrs. [redacted] had indicated were to be transported over the phone, which was 10 pieces of furniture and several boxes. The phone conversation with Mrs. [redacted] resulted with Stewart’s estimator calculating that her shipment weighed less than 3000lbs and would only require the four hour minimum. Mrs. [redacted] contacted Stewart and indicated that her closing had fallen through, and she would need to reschedule. We agreed to do so on 7/15/2015 with an arrival time of 12pm Mrs. [redacted] called at 10:30 am on 7/15/2015 to reschedule her move once again. We agreed to come out the very next day 7/16/2015 and perform the move starting at 12pm. Once again, on the morning of 7/16/2015 Mrs. [redacted] contacted our company and indicated that she wanted to reschedule for Monday 7/21/2015. Due to the high volume of business that we experience in the summer season, rescheduling moves is extremely difficult to accommodate and very costly for our company through loss of potential earnings. The only way dispatch could perform her move on 7/21/2015 was to schedule it after the crew had completed another job. Upon arrival there was a great deal more that was originally communicated with Stewart’s estimator. The crew arrived at Mrs. [redacted]’s residence at5:30pm on 7/21/2015 and once they realized that they did not possess enough pads to protect all of her furniture, the office was already closed and there was no way to get the equipment. The crew proceeded to work into the evening, and eventually left her residence at 9:20pm. In the 3 hours and 50 minutes of work they were still unable to complete the loading of all of Mrs. [redacted]’s items. The morning, 7/22/2015, dispatch had to send a crew back out to Mrs. [redacted]’s residence to complete the job arriving at 9:40am. Completion of the move took an additional 6 hours and 20 minutes with the crew not leaving until 4:00pm that day. Mrs. [redacted] was very upset about the additional cost due to the increased time, and did not pay upon delivery. The contract Mrs. [redacted] agreed to was for 2 men and a truck at $93.50 per hour plus a $46.75 trip charge which would have resulted in a total of $482.46 if the move had only taken 4 hours. However, because of the additional items the move resulted in 10 hours and 10 minutes which would have cost $949.96 plus a $93.50 trip charge resulting in a grand total of $1043.46. In an effort to work with Mrs. [redacted], we agreed to accept a payment of $771.38 for the move which she did not send us until 7/31/2015. Mrs. [redacted] indicated that she intended to file a claim for her damaged furniture and Stewart’s estimator sent her a claim form via e-mail on 8/11/2015. Stewart’s estimator instructed Mrs. [redacted] to complete the claims from and send it directly to [email protected] so it could be processed by the claims department. On 8/23/2015, Mrs. [redacted] sent Stewart’s claims department a variety of advertisements that displayed like items selling at their retail price. Stewart responded to Mrs. [redacted] via e-mail stating that she needed to submit a completed claim form in order for her claim to be processed. Stewart also requested that she send pictures of her damaged furniture, and she sent photos of her items loaded in the back of the truck with no clear indication of damage on 8/24/2015. On 8/26/2015, Mrs. [redacted] then e-mailed Stewart’s customer service department and stated that she had submitted the claims form on 8/24/2015. That day Stewart’s claims department sent Mrs. [redacted] an e-mail stating that they had not yet received her claim form and resent her a blank form. Mrs. [redacted] then submitted the claims form on 8/26/2015 at 3:57pm, and Stewart responded at 4:37pm and confirmed the receipt of her claim form. On 8/27/2015 at 12:14pm, Stewart’s claims department sent Mrs. [redacted] an e-mail stating that they have completed processing her claim and offered her a settlement amount of $771.38. Stewart attempted to contact Mrs. [redacted] via phone to discuss the settlement, but no response or call back so a settlement check was mailed out that next week. On 9/04/2015 Mrs. [redacted] contacted Stewart’s customer service department stating that she did not accept the settlement and that she has attempted to contact Stewart’s claims adjuster, Robert Wright, several times and has gotten no response. Mr. Wright indicated that Mrs. [redacted] made no such attempts to get in contact with him. Immediately after being notified that Mrs. [redacted] had called, Mr. Wright called Mrs. [redacted]. Immediately upon answering the phone Mrs. [redacted] was in a very agitated state, and began to shout at Mr. Wright about her claim. Once Mr. Wright was given a chance to speak he inquired about which medium she was attempting to contact him through, Mrs. [redacted] could not provide an answer and became increasingly angry and promptly hung up the phone. Mrs. [redacted] then contacted Stewart’s customer service department again and stated that Mr. Wright was yelling at her and she did not want to talk to him again and she was going to file a lawsuit against Stewart Moving & Storage. Mrs. [redacted]’s claim was adjusted based off her selection of the standard valuation which limits Stewart’s liability to $.60 per lb. Mrs. [redacted] submitted a claim that included 26 items and seeking $25,967.00. Eight of the items claimed were packed by Mrs. [redacted], which the valuation does not cover because we could not possibly know Mrs. [redacted] properly protected these items in the carton. Nor can we guarantee the integrity of the carton that her items were packed in since they were not our cartons (Outlined in section 1B of the contract). The remaining 18 pieces of furniture claimed were adjusted based on weight values derived from the American Moving And Storage Association’s Joint Military/Industry Table of Weights and Depreciation Guide, which is the standard for the industry. Each individual item was attached a weight value based off this table and adjusted downward to reflect the .60 per lb. liability maximum that the contract reflects. The total of these weight values was 1200lbs and at the $.60 per lb. maximum liability we would only be liable for $720.00. However, we empathized with Mrs. [redacted]’s position and instead offered her an increased settlement of $771.38 which constitutes as a full refund. On a local move that has standard valuation, the released value is the amount that the customer has paid for the move. “the released value shall be the maximum amount to be recovered, whether or not such loss or damage occurs from negligence” (Section 2a). Mrs. [redacted]’s TV was accidently left on the truck after delivery and is still in our possession. Stewart’s customer service representative that had originally been notified about the TV is no longer with the company. It was only recently that we discovered the TV was still in our possession, still in the carton and untouched. We have been calling Mrs. [redacted] several times each day in an attempt to deliver this TV back to her leaving several voicemails, as well as e-mailing her with no response. Mrs. [redacted] has been very difficult to deal with throughout this entire process. We understand that we performed her move far under the quality standards that our other customer’s enjoy. We have done our due diligence to rectify that by offering her a settlement that exceeds our liability limits, offering her a settlement within 24 hours of receiving the claim, and attempting to deliver her TV back out to her. Her complaints against her post move interaction with our company are completely fallacious. This is made very apparent in her initial complaint where she claimed to only have moved 12 pieces of furniture, yet she turned in a claim that has 26 items listed. Thank you, [redacted]ClaimsStewart Moving and Storage - Jax

Consumer

Response:

I have reviewed the offer and/or response 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. I have many more photos and documents to submit, as only 4 were allowed.

A picture is worth 1000 words, just look at how the truck was packed? Is this the standard of professional movers? Is this fair to the public? My damage far exceed $770, which I will not cash and will return. They stole my TV, blue ray player and [redacted] speakers and will not return any of my calls, I've asked to speak to the owner, no one has responded sinch July 21, 2015.I have many photos of my damages, receipts for expenses incurred to repair items broken by them. My washing machine alone is worth $1000, a mirror was $1500, my dressers were $4500 each! They are destroyed. I packed nothing except my boxes and wrapped my 52 in TV with a blanket.Regardless of their schedule, I hired them to move my furniture, I was clear about what I had and it was in fact the TRUTH! Their movers moved one box at a time to run the clock. I did not have a dining room set, a kitchen set, I did not have sofas. I had 15 pieces of furniture and my appliances, mostly boxes. Mr. Wright cannot count as the items on my claim is including ALL items they touched, not just furniture. I have been nothing but patient with this company and they have been rude, deceitful and completely unresponsive.

First I would like to say that I've never spoken with Mr. Wright and his findings in his response are completely fabricated. I tried to call him once, he SCREAMED at me "no one ever told me to contact YOU!". which Ms. Andres said she had several times. I dealt with Michelle Clarke with Stewart Moving from the very first day, she is no longer with the company as I believe they fired her over this. I have hired professional movers in the past, and never had an issue, this company is dishonest and reckless, the public should be aware. No one ever suggested to come to my home and give me an estimate, which I would have gladly obliged. I will not cash the check they sent as my damages far exceed $770. I have numerous photos which is submitted to Stewart Moving, they will not respond to any inquiry I've made. Secondly, I've been moved by professional movers in the past, never had damage to my items with multi-state move by them. This is the first time I've ever had to make a claim. I have been more thanpatient and called Stewart Moving 15 times, to date, NO ONE has returned my call except to deliver m television that they stole from my move. I have asked to speak to the owner, they will not give him my message. Their movers dropped my washing machine off the dolly and my dressers down a flight of stairs which my daughter and I witnessed first hand. In a court of law, their own employees would have to testify to these facts. Their employees were sickened by the way my items were packed in the truck.

Regards,

Review: Moving van completely blocked my driveway and was blocking access to the fire hydrant. When I asked why they were not considerate to only block part of the driveway and to move the truck a worker immediately and explosively started to argue with me and started threatening and cursing and calling me totally inappropriate names. This behavior continued even as I walked away from the situation. They were making no move to get the truck clear of the driveway so I called the company and asked to speak to a supervisor. They eventually moved the truck to clear the driveway but not the fire hydrant.Desired Settlement: Inform drivers to not block fire hydrants and start a policy of informing its workers of proper conduct when on the job

Business

Response:

We received a complaint from [redacted], on August 18, 2014 in which a Stewart Moving and Storage interstate moving van blocked the fire hydrant and [redacted] driveway. We sincerely apologize on behalf of the Company and the movers for the inconvenience caused to [redacted]. The driver should have never encroached on [redacted] property without properly asking permission prior to parking the moving van and should have never parked in front of a fire hydrant. The driver should have immediately apologized to [redacted] and moved the truck away from his driveway and the fire hydrant.

Stewart Moving and Storage has a Standards of Conduct and Customer Relations section within our Employee Policy Manual. All employees, at the time of hiring, sign a statement that they have read and understand the “Employee Policy Manual”. The supervisor and owner met with the driver and crew involved in this incident. They reviewed the policy and disciplined the employees. The success of the company depends upon the quality of the relationships between the company employees, their customers and the general public. We do appreciate [redacted] bringing this matter to our attention so that it will not happen in the future.

Review: I was retiring from active duty and the military hired this company to deliver my goods to my permanent residence. The team that arrived seemed friendly enough. And although I was initially hesitant to allow them to move my high value items, I figured if the Army trusted them then so could I. I was told when my things were delivered that my collection of 350 DVDS valued at over $1500 never even made it on to the truck in Virginia to come to Alabama. When I requested an explanation as to how an item numbered as in the middle of my shipment could go missing from the Stewart Moving claims department, he pretty much told me that I should just file a claim. I do not believe they have "searched" for my collection. Many items in it were purchased by fiancé who died in Iraq in 2011.Desired Settlement: I want them to actually care about locating my items & find them...wherever they may truly be. I then would like for them to hold them and I will send someone I trust to pick them up. Because at this point I do not trust this company nor would I recommend them to any servicemember.

Business

Response:

The response is below and attached.We received a complaint from [redacted], onMarch 4, 2014 in which a collection of 350 DVDs, valued at over $1500 were lostduring her military move from [redacted] We sincerely apologize to Ms. [redacted] for the inconsiderateattitude that she felt in dealing with our company and its staff over locatingher missing DVD collection. The Directorof Loss Control did complete a trace for the missing items with no luck. He contacted each of the customers whoseshipments were delivered before and after Ms. [redacted] to see if the blue tote,containing the DVD collection, was accidently delivered. Those customers did not have the tote. He contacted the destination warehouse,[redacted], where her shipment was stored to seeif the tote was mistakenly left behind when her shipment was delivered to herresidence. The warehouse did not havethe blue tote. We came to the conclusionthat Ms. [redacted]’s collections of DVDs were lost in transit. Following the procedures set forth for amilitary move, we advised her to file a claim through the military claimsprocess. While we were not able to locate the DVDs, we will work withthe carrier to make sure that Ms. [redacted] is reimbursed for the lostDVDs. We realize the sentimental valueof the DVD collection. We do want tolocate her items and will continue to trace for them. If we do locate the DVDs, we will hold themfor her to pick-up per her request. Weare very sorry for the loss and inconvenience this has caused Ms. [redacted].

Review: Business was contracted by [redacted] to deliver two storage cubes to me on August 5th during the day, not only did I not receive the two units that were prepaid, the one I did receive was after 10 pm the evening of the 5th. All I got was excuses and no resolution, I called the next day to follow up on the issue and messages that I had to repeatedly leave for assistance, and was still given the run around and the unit that I was informed of by a district manager and the driver would be there by 9 am never arrived when promised. This business is shoddily run and has no customer service from what I was able to se or utilize.Desired Settlement: 50% refund for what was promised and never delivered on from either Stewart Moving and Storage or [redacted].

Business

Response:

[redacted] did contract with [redacted] to have 2 containers delivered to his residence on August 5th by Stewart Moving and Storage. We delivered one container late that evening and the 2nd container the next day. One of the drivers became ill and had to go home without notifying the office that he did not deliver [redacted] container.

We sincerely apologize to [redacted] for the lack of communication on August 5 and the inconvenience caused to him. As a result, we have refined the communication policy between the customer, [redacted] call center, our office, and the driver to avoid any future delivery issues. In addition, we have assigned a staff member to work directly with all [redacted] customers.

[redacted] with [redacted] worked with [redacted] to compensate him for the inconvenience caused by the late deliveries.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Stewart Moving moved us from Richmond to Florida. They supplied a packing list at the end of the day of packing boxes via an attachment to an e-mail. It was on a tablet and the person in charge asked me to sign it electronically. The same was done on the day of loading (After the boxes were loaded, a loading sheet was provided on the tablet, and I was asked to sign it electronically. It then was sent to me via an e-mail attachment.) The boxes were marked with small tags with numbers corresponding to item numbers on the packing list. At no time did anyone ask me or recommend to me to check off the items as they were loaded into the truck. In fact, I could not have, as I was busy instructing packers on items that still needed to be packed as the other items were being loaded onto the truck.

When the items arrived in Florida the boxes and other items were unloaded by 3 different men. At no point before or during the unloading was an inventory sheet provided to my husband who was receiving the load. He was asked to sign the delivered inventory sheet after all the boxes were in the house/garage with boxes and furniture several deep in some areas. Even if my husband wanted to check off each item at this point it would have been difficult with everything being all over. Again, at no point did anyone from Stewart Moving suggest or offer that the inventory be checked. In fact, it would have been challenging to do since it was only available in electronic form.

Well, after unpacking all of the boxes, we realized that one of the boxes was missing as we could not find two specific items that we assumed were packed together. We called Stewart Moving and asked them to see if they could find it. They could not, and they asked us to submit a claim form for the items. We did, but they would not reimburse us for these items because my husband had signed off on the delivery. We signed these inventory sheets in good faith since they were presented at the end.Desired Settlement: We would like for Stewart Moving to reimburse us for the $300 worth of items that we identified as missing. Yes, we fully realize that we signed the delivery inventory, but do not feel that it was given to us at a point in time in the delivery process where it would have been reasonable for my husband to check off the inventory as it was unloaded. I was not provided an inventory list of packed and tagged items to ensure that they made it on the truck until the truck was loaded. Taking inventory by us, the customer, was not encouraged, facilitated or even mentioned.

I specifically used Stewart Moving because they were members of and had a good rating on the Revdex.com. I was very disappointed in how this claim was handled.

Business

Response:

RESPONSE :TO CASE NUMBER [redacted] Stewart Moving & Storage was contacted about these missing items after the move process was completed. Stewart immediately executed it’s trace protocol. The packing crew and the driver were contacted and they indicated that they had no knowledge nor recollection of the items in question. The truck, that only contained Mrs. [redacted]’s shipment, was searched which yielded a negative result. The customer then contacted Stewart Moving & Storage stating that she believed that these items were packed in carton #87 which she claimed that she did not receive. Stewart then advised the customer to file a claim for any damages or lost items. Once Mrs. [redacted]’s claim was received by the claims department an immediate investigation ensued. This investigation included reviewing the items claimed, reviewing all of the relevant documentation, and obtaining statements from the packing and hauling crews. Mrs. [redacted] claimed $735.00 in missing and damaged items and Stewart’s claims department found themselves to be liable for the damaged items and agreed to pay the amount that was claimed for them totaling $435.00. However, the missing items were denied based on the fact that there was not sufficient evidence that Stewart was ever in custody of the missing items. Contrary to Mrs. [redacted]’s statement, there was a paper inventory provided at destination at which time each item’s number was checked off and the bottom of the inventory was signed as being received by the shipper. A checkmark through the number along with the customer’s signature at the bottom of the page constitutes as a release of custody and confirmation that the item was received. Along with this documentation, the crew that performed the packing of the cartons stated that the customer asked that a number of items be not packed and transported with our company. They also stated that it was very probable that these two items were among the items that were asked to not be packed and still remain at the origin residence. Mrs. [redacted] stated that she was unsure if that was the case, and proceeded to contact the new residents in an attempt to locate these items. Stewart Moving & Storage has done it’s due diligence to rectify this situation. However, we cannot compensate our customer’s on items that they clearly indicated that they have received. Thank you, [redacted]ClaimsStewart Moving and Storage - JaxO. 904.783.0715 ext 110F. 888.815.1954

Consumer

Response:

I have reviewed the offer and/or response 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.

I would not have contacted the Revdex.com if the response that was given was satisfactory. One of the items was definitely packed as it was specifically noted on the inventory sheet by the packers that it was in the missing box. The box with these items left the house in Richmond and did not make it into the house in Florida. I do not know why it did not. All I do know is that we entrusted Stewart Moving to take care of our items, and they made a big deal about their guarantee and replacement value when they were selling me their services. We certainly would not have picked out these items in this box to claim as missing just to get money as one of them was one-of-a-kind and we would definitely would much rather have the item than the money. Why would we do this? Stewart Moving clearly is not going to pay for these items, and we certainly cannot make them. These items were NOT left at the Richmond house (as I said, one of them was listed in the inventory as being packed in box 87), as my son is still living there, and he has confirmed that the box is not there. By the way, the items on the inventory sheet were NOT marked off one by one by anyone as they were unloaded from the truck (my husband was there). They were all marked off, I'm sure, but not because they were actually seen by any of Stewart Moving's employees.

Regards,