STI Moving & Storage

Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ We apologize for the delay in delivery and compensated per our stated agreement of $per business dayRegarding the allegation of lack of communication, I ( [redacted] ) spoke with the customer at 6:PM on Wednesday which is beyond our office hours of 9AM - 6PMAt that time I confirmed with the customer that our movers were currently unloading a shipment for a senior citizen and they were slightly delayedPer the complaint: "Subsequently, we emailed [redacted] to follwith driver & us with new contract total at midnight that nightAfter repeated emails, I got my "corrected" contract, yet still with the wrong address at 11:31am." Our office is not open at midnight, nor do we check emails that lateThe customer got a response the next business day within the first few hours of opening As for the requested compensation for a storage unit, we explained our delivery spread prior to scheduling the moveIt is also outlined in the attached confirmation letter, signed by the customer on 4/23/and was signed off on again on our Delivery Spread form on the day of pick up, 4/26/We try to be as clear as possible with what this spread means, but also cannot be held liable if someone does not understand or read what they are signing multiple times For this reason, we respectfully decline the request for further compensation and suggest that the customer utilize the arbitration process outlined on the back of the Bill of Lading for his move if there are further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] on that one follcall she did make informed us the driver would be there that dayAsk her why she called us at all & you will hear how surprised she was that we had not heard anything from their driver , after I had to call them to find out what happened, againNo customer service follow-thru , even from their Director of Client RelationsTheir driver called us at 9pm to say scheduled for next day 10am-noonOur emails about this from midnight continued thru 10am because their driver had wrong information & we did not want additional issues; these emails were not returned till 11:30& driver still had wrong addressThus, missing work that day As for storage unit, [redacted] said we needed storage unit or alternative delivery site immediately or they would cancel processWe got storage unit secured that same day , but in later discussions with another staff member, our stuff had not even left the storage unit even by 7/8/14, so why the urgency for a delivery location if not even shipped? We were multiply mislead & not "worked with "This same gentleman when we told him 1st day of work was following Thursday & we would not be available all day then, told us we would have by Tuesday am at latest & we needed to "work with them" Final Business Response / [redacted] (4000, 9, 2014/07/21) */ Although the customer has been reimbursed $for late delivery, we are willing to offer an additional settlement amount of $for the missed day of workThis is separate from the claim for damages and will not affect the outcome of that claimThis is our final offer with no further negotiation

The customer was refunded $shortly after the move for the use of the second truck and sent back an email acknowledging and accepting this amount At no point were we informed that items were missing and this is the first we are hearing of it I do see a notice that the claims department reached out to us requesting a copy of the contract as a claim had been opened, but I never heard from the customer directly, even though they'd been in touch with me immediately after the move We would definitely like to look into the matter further and request that they reach out to our office directly I just left a voicemail as well

I used Sti Moving and Storage in November to move my family from Deerfield to Tampa, FLEverything went as planned and would reccomend them to allThanks STI!

Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ This issue has already been resolved with the customerWe were able to move around the schedule and delivery will be occurring today, 6/9, as the customer requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company solved the issue once Revdex.com was involved

Highly recommended! Used STI for my long distance move to Sacramento a few months ago and finally finished unpackingEverything arrived in great conditionThe movers on both ends of the move were very efficient and friendlyDelivery was prompt and their pricing is competitive

The moving company I used twice, once to move to Arizona and another to come backA second chance was a big mistakeThe first time they were talking about drugs and not being able to go back to Mexico because they were wantedHad a few broken thingsSo thought I would give a second chanceThey dropped things, I had broken lamps, coffee table, not everything was wrappedThey walked through my apartment without booties and it was rainingThey were extremely disrespectful to your propertyI would not recommend themThey also change your amount I owed

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ This customer was scheduled with a pick up window of 8/or 8/and picked up on 8/By having someone other than the person listed on the contract (which technically the person writing this complaint isn't listed on the contract either)present at pick up, they are there to represent the customer, agree to the items being moved and the chargesAt the time of pick up, additional items were added to the inventory list, resulting in an increase in priceHowever, in reviewing the Revised Written Estimate form, I can see that the customer's representative may not have been fully aware of the additional cubic feetWith the original estimate at $(not $as stated by the customer), we will be honoring the standard 110% rule whereby the price will not increase more than 10% over the estimate that was givenThis will result in $being removed from the remaining balance and a new invoice will be emailed directly to the customerIn terms of delivery, our delivery spread is clearly explained prior to scheduling the move, in the confirmation email that was signed by the customer on 7/as well as at the time of pick upWe do not guarantee an exact delivery date for any long distance move unless special arrangements have been made ahead of timeWhile we understand the frustration of waiting for your belongings in a new place, it's something all customers experience when moving cross country with a full service companyThe shipment is currently in processing as our dispatch team prepares to load it onto the next truckThe last day of the delivery spread is 9/(business days) and we should be there well before thenWe will contact the customer once the truck is loaded up and heading out Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband is the contact on this contractIf we were originally told when he called that it may take so long we would have scheduled the c Final Consumer Response / [redacted] (4200, 12, 2014/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am beyond frustrated with your business practices as well as your customer serviceSince our belongings have been picked up we have been nothing but lied to and received nothing but the run aroundMy husband and I have never been difficult clients to any businessBut the fact that it was been well over a month since we started this whole process and we still have received nothingThe refund of $was nice however did nothing as to this inconvenience has cost us close to $and that's not counting the 'balance' of what we own the companyHad we received our things by the 25th which is the latest day we could I would gladly have edited any and all reviews I had given this companyWe are now being told the 28th the earliest and 2nd the latestRidiculousBret has been very inconsistent with phone calls, and although you have been slightly helpful nothing has seemed to have been doneIt's become clear out frustrations do not matter and we are just another profit for your companyI will never refer anyone to you nor will I ever use this company again in a move (which can be frequent)I as well as my husband am a customer being that we are married and both of our belongings are on this phantom truck, which still as we have just been told is still in ChicagoI have tried emailing the office and no one has responded, however its clear by things will not be getting here any sooner Final Business Response / [redacted] (4000, 14, 2014/08/28) */ The same rebuttal was submitted to our office last week via email and our client of record (again, the husband, as none of the paperwork or contracts had the wife listed) was immediately contacted via phoneThis shipment was delivered yesterday, 8/27, within our guaranteed delivery spread and without issueOur customer indicated that his wife would be contacting the Revdex.com to close/resolve the complaint ASAP

STI was hired to transport my household items when I moved from Michigan to TexasThe customer service agent was misleading or not informed enough to help me plan my moving datesMy things arrived way later than I thought they would (although the delivery was within the BUSINESS days as the contract stated)Far worse was the condition of my things upon arrival All the boxes were severely dented, ripped, and or had holesGlass and paddock was brokenThe furniture was banged up and scratchedThe door on a cabinet was totally broken beyond repairThere was a missing box ( that was later found and returned thankfully )There was a piece of furniture that didn't belong to me brought inThe count of boxes didn't match the paperworkThe delivery was disorganizedThe whole load was filthy dirty and had leaves all overI took pictures and sent those and an email to customer service and the response was very disappointingI got no apology or any other type of response that would be expectedThe insurance is a jokecents per pound that an item weighsBe careful with this companyIt was so obvious that my things were treated with no respect or care! Accidents happen and this was a long distance move but this company's service was completely unacceptableThe pictures tell the whole story

Those guys worked very hard
I had them for hours
Job that they did was great
Total coast came to just about $
Thanks to tony and his crew

This is how my experience with STI movers was great until pick up and became worse at deliveryTo start we were impressed with the pick up team and they were very professionalbut delivery team disappointed us.I got the delivery only 9th day after first available date (5/28/2015)Still delivery team was in a hurryThey dint have enough time for unpacking / assembling was done half wayDeal was they unpack and assemble all that they unassembled/packedI called the driver about minutes later when we realized our night stand was not assembled, lamps were not taken out of the box and assembledHe said he cant come backSo I reached out to DonnyHe responded nicely and said he will do what it takes to fix the inconvenienceBut that's itI reached out times, every time to hear excuses like Manager not in office, responsible person is sick etcThey damaged couple of my items as well Honestly I feel we paid for a better service, this is not acceptable

Initial Business Response /* (1000, 5, 2014/07/07) */
We apologize for the delay in deliveryThe customer's belongings are actually being delivered at this very momentOur reimbursement policy is $per business day for every day that we are lateThe $per diem clause applies if a
customer is delivered beyond calendar days lateIn the case of this move, we delivered business days outside of our guaranteed spread, but compensated for days to include the weekendWe will be following up with the customer once the unload has been completed to make sure there are no further concerns

Initial Business Response /* (1000, 5, 2014/04/09) */
Contact Name and Title: ***, Office Manager
Contact Phone: (XXX)XXX-XXXX
Contact Email: ***@stimovers.com
We received a call at our office from Mr*** on 11/advising us of some damagesI spoke with Mr*** and
indicated that he had full months after delivery to file a claim, but that it can only be done once, so he should make note of the damages and finish unpacking before starting the claims processAt that time he was also given the direct number to our claims departmentAfter that time, no further contact was made to our office directlyMr*** submitted the claim and was offered a settlement amount of $based on the information presented and the basic liability coverage of $per lbMr*** agreed to this amount, signed and had the document notarizedOne of the terms of the document clearly indicates that by signing off on the settlement, he agrees that "no further claims, complaints, statements or other action may be taken or reported to any State, city, government, insurance, consumer group, public, media organization, internet website or credit card agency." This current complaint with the Revdex.com is in direct violation of the terms agreed upon in the signed settlement letterA check was issued and mailed to this customer on 4/2/We request that this complaint be closed immediately due to the fact that Mr*** has already agreed to a settlement amount, as indicated in the attached document

From the estimate to the delivery of my items my move was stress freeThe packing crew was polite and treated my items as if they were their ownThe crew were all a delightDelivery went smoothly and all items arrived safely

Horrible experience from beginning to endI was yelled at by the movers picking up my stuff and yelled at by the movers dropping off the stuffI was yelled at my the manager when complainingI would never use these guys againFull of hidden fees $if a semi truck doesnt fit on pickup then $if semi doesnt fit on deliveryJust had a slimmy feeling the whole time dealing with these guysmy final cost was double what I was quoted and agreed toThey tell you that you signed on the dotted line for these feesMy company was paying for the move so I didnt care about the price, but why not just put it up frontthey broke multiple thingsreclining couches, dining room tables, etcIve moved times in years and have used moving companiesThese guys were by far the very worstI had a whole house of stuff and they sent little guysthey couldnt even pick up my couches thats why they brokeWould not recommend to anyone, unless you want to be treated like garbage and have your stuff broken

Initial Business Response /* (1000, 5, 2014/05/21) */
We are sorry to hear that this customer is unhappy with her moving experience
All charged incurred with this move were outlined within the confirmation letter and bill of ladingOur payment methods require 50% payment at pick up
with the acceptable payment methods explained as wellWhen more items are added, there is an additional charge however our fuel charge remains constant at the original quoted priceThe customer added a substantial amount of items at pick up (totaled an additional cubic feet)leading to a price increase
Our delivery spread to this customer's destination state is 1-business days from the earliest date the customer is able to acceptWith a first available date for delivery listed as 5/9/and delivery on 5/20/14, we delivered on time and within our spread
Most deliveries we perform are done with a semi trailerThis is indicated in the initial confirmation paperwork signed when a move is scheduled and again at the time of pick upThe customer indicated a day prior to delivery that there would be issues getting into her complex with a semiAt that time, we reviewed the address online with her and determined that rental of a smaller truck would possibly be needed or that the driver may be able to park as close as possible and walk the distance, but that anything over the initial feet had an additional chargeShe was informed of how the charge is measured for both smaller truck rental or a long carryUpon delivery, the driver measured the distance with her and determined it was in fact feet from the truck to her building, thus leading to a "long carry" chargeThe customer refused to pay this charge until after her shipment was deliveredAs indicated on our Bill of Lading, "Payment in FULL of all charges is required before delivery and prior to unloading..." We apologize if the customer felt that this was unfair, but this is our standard policy, without exception and we simply cannot deliver without payment
The customer was emailed instructions on how to file a claim for the damages as indicatedWe encourage them to continue any further correspondence with our claims department directly
Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In regards to the confirmation letter/bill of landing: the sales rep made it sound very simple, making me list my items instead of him going thru a checklist that could bring awareness about items not too visibleIf it was not for me having shopped around and detailed my list based on other companies assessments, this would have been even worseThat is how STI sales rep got his price to be low, and even win the competitors: lack of proper assessmentIt was misleading, especially to customers that don't move constantly and are not used to going thru inventory of their belongingsThe company should guide the customer, especially when they guarantee the price as bindingSince we moved once before with movers, I questioned basic items that I mentioned during sales phase, but were not listed on the bill (such as garment rack, bed frame versus head board)The sales person said those were not needed to be included or so detailed, but the movers disputed saying that no garment racks/boxes were listedThere is were the excess came in placeThe cooler and beach chairs I forgot to mention were not the problem and I was happy to pay for them
In regards to payment in advance: again, the sales rep made sure to be as short during the sales phase as he could, instead of preparing me in advanceWho knew I needed cashier's check? Plus, a 3% credit card charge is not legal as far as I knowI would have prepared payment accordingly had I been informedWould not have been a big dealAgain, the movers stopped moving until payment was collectedBesides showing up unannounced one day prior to contracted, now the 3-loading time turned into hoursWhat kind of service is that?
Another issue was that I precisely asked how they would pack my two flat screen TVsI mentioned how in the past I had them crated in wooden boxes, with paddingThe Sales Rep confirmed that the would be cratedObviously when the movers arrived, they padded the TV and put card board around itThey arrived not damaged, but given the entire experience, we would not have been surprised if they did
In regards to delivery window: sales rep promised one specific date for pick upThat was the deal maker for STI to get my businessMovers showed up a day earlierHe also promised up to days deliveryLater he changed to 5-daysSTI manager was informed with two week notice of when we would be ready to receive our items, and still took days from day Yes, within the timeline, but not 48-hour notice and much later than they had made it sound
In regards to the truck used: 'most deliveries' means nothing to the costumerAt no point I was given an option, or made aware (except after all was loaded and on its way) of a 18-wheelerSure they reviewed options once they were on their way, which always included paying more (3rd time now things were added)Once the driver argued with my husband, I did not feel comfortable paying the long haul fee before my items were unloadedMind you that I had already given the $cashiers checkThey were quick to state their policy, but not yet reviewed they customer service policy with meInstead, they threatened to leave! What kind of business manner is that?
Sure now that there are damages, all they did was refer me to a number for claimsThey washed their hands now
I have been thinking about this experience for a while now, and I can't think of anything that went properlyNothingI still expect compensation as described beforeI will pursue this until I see resultsThey can't go on doing this to customersRead all the other reviews on themI can join a class settlement if needed
Final Business Response /* (4000, 9, 2014/05/22) */
We regret that the customer is still unhappy with our response
This customer requested a full packing service with all boxes and materials included in the priceNormally when taking an inventory list, the customer informs their sales rep of the items being movedIn the case of a full packing move, it's up to the customer to give their relocation consultant an idea of about how much will need to be packed in boxes and the relocation consultant to make sure they are quoting a fair guestimate on the box countUnfortunately, in this case, the box count was offAlthough I reviewed the file with the customer shortly after pick up and made some revisions, I will be more than happy to look over the paperwork again once back in our office (was just delivered days ago) and see if there is anything further we can do
All payment methods, delivery spreads, long carry and truck fees were discussed not only with the sales rep over the phone, but in the confirmation letter signed by the customer, the paperwork signed at pick up and also discussed verbally with me, the office managerWhile she may not be happy with our policies, this is how we conduct business, across the board with all moves and that's why everything is outlined clearly in writing for everyone's protection
Attached please find a signed copy of the customer's confirmation letter, along with the link to our website outlining further details that were agreed upon prior to the move date (listed as "Read More" in the "Understanding your Quote" section of the confirmation
http://www.stimovers.com/understanding-your-estimate-ld.html
The customer was given an option to purchase additional insurance and opted to go with the basic liability coverage of $0.60/per lb per itemAll damage claims under the coverage are handled by our outside claims departmentOnce they've done an initial review of the damages, that file will come back to me for final review as well before making a settlement offer
While we are not willing to refund the $requested by Ms***, we will gladly review the claims file once submitted as well as the bill of lading to see if any further compensation is warranted for the overages at pick up
Consumer Response /* (4200, 14, 2014/08/22) */
Despite the long responses from STI Moving to the complaints filed here and directly with them, there is still no resolution to the issues I incurredAnd now that I received the settlement for my claim response (Aug 18, - from a move that happened late May), I would like to make it clear my discontentment again
I was offered $to recover the damage caused to my dining room table when dropped from the top of the truck (poorly secured); for a bike that was overly scratched, again from poorly securing it in the truck; and the settlement agent informed me that the hole on the ceiling caused (and acknowledged) by the moving guy is not coveredThe settlement agent suggested I handled it directly with STIThis information needs to stay on record as they lack of follow thru, service, and recognition for the troubles caused is disappointingOne more detail: in order for me to get the $90, I need to pay a notary to recognize my settlement agreementJust thought it was offensive

I was very happy with their service and handling of my extremely sensitive and fragile equipmentI would highly recommend them to anyone who is in need of professional movers

I sold my home in Wisconsin and needed to put my items in storage while I decided where I was going to move. At first I thought I was moving to Florida than after spending some time their I decided my family including my mother needed me in Michigan. I paid for storage at STI near Chicago for 7 months. Upon delivery I was surprised to learn they had only reduced the amount owed by $600. I would expect since I was not moving to Florida but to Michigan it would have been a lot less. In addition they used a sub-contractor to deliver my goods who didn't even have carpet protectors or blankets to cover stairways while moving. I was equally surprised when the driver told me he needed payment before he could unload the goods. When I called to make the payment the person on the phone who said her name was like dahlia but spelled differently was quite rude and told me they except cash or cashier checks only. When I asked to have them accept my credit card she told me it they would charge me 3 percent if I used a card. I told her that if someone had told me when they scheduled my delivery that I needed cash I would have had it. She told me that it was not her problem I didn't read the email that was sent and that they had already had to reduce the amount I was paying due to the fact I was not moving to Florida. She also mentioned that it was also stated in the contract. A contract I signed 7 months earlier and was stored with everything else I owned. She went on to say that she was not negotiating with me she was tired of it and hung up on me.

This person was completely rude and unprofessional. I wonder how many other people have used this company and have been surprised to learn they need cash on hand in order to receive their goods. This amount of cash was significant about $1597.00. I would think after paying 7 months of storage on a credit card she could have waived the fee and I believe a larger credit for not moving to Florida was warranted. I believe I was a good long term customer who paid promptly every month. There was no reason to be treated so poorly.

I used Sti Moving and Storage in November to move my family from Deerfield to Tampa, FL. Everything went as planned and would reccomend them to all. Thanks STI!

Initial Business Response /* (1000, 5, 2015/06/09) */
This issue has already been resolved with the customer. We were able to move around the schedule and delivery will be occurring today, 6/9, as the customer requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/10)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Company solved the issue once Revdex.com was involved.

They showed up on time. They are very professional and obviously knew what they were doing.
They wrapped all of the furniture and did it in a very timely manner.
They moved my family twice. Everyone at STI Moving was so accommodating. They showed up exactly on time and immediately started working.
They wrapped up all of the furniture and assembled everything that needed to be. They moved all of the boxes and didn't slow down for a minute.
They were easy to communicate with. Once we were moved, they reassembled everything. They are extremely organized and professional.
The office called us before and after the job to set up the details.
I would highly recommend this company to anybody needing a professional move!!