STI Moving & Storage

Initial Business Response /* (1000, 5, 2014/07/18) */
We apologize for the delay in delivery and compensated per our stated agreement of $25 per business day. Regarding the allegation of lack of communication, I ([redacted]) spoke with the customer at 6:30 PM on Wednesday which is beyond our...

normal office hours of 9AM - 6PM. At that time I confirmed with the customer that our movers were currently unloading a shipment for a senior citizen and they were slightly delayed. Per the complaint: "Subsequently, we emailed [redacted] to follow-up with driver & us with new contract total at midnight that night. After 4 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 late. The 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 move. It is also outlined in the attached confirmation letter, signed by the customer on 4/23/14 and was signed off on again on our Delivery Spread form on the day of pick up, 4/26/14. 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 /* (3000, 7, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] on that one follow-up call she did make informed us the driver would be there that day. Ask 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, again. No customer service follow-thru , even from their Director of Client Relations. Their driver called us at 9pm to say scheduled for next day 10am-noon. Our 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 address. Thus, missing work that day.
As for storage unit, [redacted] said we needed storage unit or alternative delivery site immediately or they would cancel process. We 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 /* (4000, 9, 2014/07/21) */
Although the customer has been reimbursed $100 for late delivery, we are willing to offer an additional settlement amount of $100 for the missed day of work. This is separate from the claim for damages and will not affect the outcome of that claim. This is our final offer with no further negotiation.

Initial Business Response /* (1000, 5, 2014/08/18) */
This customer was scheduled with a pick up window of 8/9 or 8/10 and picked up on 8/10. 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 charges. At the time of pick up, additional items were added to the inventory list, resulting in an increase in price. However, 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 feet. With the original estimate at $1717.38 (not $1500 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 given. This will result in $114.81 being removed from the remaining balance and a new invoice will be emailed directly to the customer. In 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 7/15 as well as at the time of pick up. We do not guarantee an exact delivery date for any long distance move unless special arrangements have been made ahead of time. While 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 company. The shipment is currently in processing as our dispatch team prepares to load it onto the next truck. The last day of the delivery spread is 9/2 (14 business days) and we should be there well before then. We will contact the customer once the truck is loaded up and heading out.
Initial Consumer Rebuttal /* (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 contract. If we were originally told when he called that it may take so long we would have scheduled the c
Final Consumer Response /* (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 service. Since our belongings have been picked up we have been nothing but lied to and received nothing but the run around. My husband and I have never been difficult clients to any business. But the fact that it was been well over a month since we started this whole process and we still have received nothing. The refund of $114 was nice however did nothing as to this inconvenience has cost us close to $1000 and that's not counting the 'balance' of what we own the company. Had 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 company. We are now being told the 28th the earliest and 2nd the latest. Ridiculous. Bret has been very inconsistent with phone calls, and although you have been slightly helpful nothing has seemed to have been done. It's become clear out frustrations do not matter and we are just another profit for your company. I 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 Chicago. I 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 /* (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 phone. This shipment was delivered yesterday, 8/27, within our guaranteed delivery spread and without issue. Our customer indicated that his wife would be contacting the Revdex.com to close/resolve the complaint ASAP.

Initial Business Response /* (1000, 5, 2014/03/31) */
Contact Name and Title: [redacted]
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@stimovers.com
This client was informed of basic liability insurance verbally, via email in the confirmation letter she signed and at the time of...

pick up. She was given the option to purchase additional coverage for an additional price and opted out. We apologized for the delay in pick up but she indicated that her father would be present to represent on her behalf instead. At that time, he was asked to write down her first available date for delivery, which he indicated was 8/8/13. Immediately beneath this field on the form is a statement that reads "This date will be used to calculate the delivery spread/time" and beneath that is an area that's circled saying 1-10 business days for her destination state of NC. Although there is no evidence of the 2 missing boxes since they were not logged at the time of pick up, our claims department offered compensation based on standard measurements for a small box and wardrobe box at the rate of $0.60/per lb. They also offered a small amount for late pick up. With a delivery spread of 1-10 business days from 8/8/13 and deliver occurring on 8/19/13, we met our guarantee. The last contact we had with this client in our office was on 8/23/13 when she was given the phone number to our claims department. The claims department responded with our settlement offer in November. Ms. [redacted] indicated that she wasn't in agreement and was given the number to arbitration by our claims team on 1/28/14. The call I received on 3/28/14 was the first contact she's made with our office directly since last August. I apologize if Ms. [redacted] felt my tone was condescending, but I was simply trying to go through the paperwork that was signed, both by her ahead of time electronically and her father at pick up. While we understand she is upset, we cannot be held liable any further than the basic coverage when she opted out of purchasing additional insurance and these items are not mentioned on her inventory list. Our settlement offer stands at $106.25.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As for the insurance, I was told by their rep ([redacted]) BEFORE I scheduled anything with them that they had insurance and my items would be covered and I would not need to worry about getting my own insurance. At that point I had made it clear to [redacted] that those two stipulations were conditions of my scheduling with them, and I reasonably (and detrimentally) relied their assurances to me, and why wouldn't I have since that is part of their job. If your company knew that I was not going to be there, as I told them that they were late and they knew of MY, the actual clients) stipulations I had verbally expressed to them, that I would be ok with those changes, when I was not even aware of them? The contract that I signed was between myself and the company, not my dad and the company. The lady ([redacted]) I talked to on Friday 3/28/14 told me that they had my dad essentially acting as a power of attorney signing the paper for me, but I was NEVER made aware that he would need to be signing anything for me, and I surely never consented to it, I consented to him being there, letting the movers into my home, and supervising their pick up. I was told that the paperwork I signed was complete and nothing else would need to be signed and was NEVER made aware that he would need to sign any paperwork, meaning that I did not consent to it, meaning that what I had in my contract of the latest date of delivery being the 8th. As far as the last time that they have me calling in, I know for a fact that is NOT the last time I called in, and I would be more than happy to get my call logs from my phone service provider to prove that. As I stated in my original complaint, after my stuff was dropped off and I filed it missing, I NEVER ONCE received any sort of call back from them, they answered, asked my name took down my phone number and name, and then told me the person I needed to talk to was busy and I would receive a call back by the end of the day. As far as the missing boxes that were not on the inventory, I was charged for 2 boxes (50 something dollars) when all my stuff was already packed, so if they are saying that they didn't lose anything, why did they charge me that money? Also when I talked to the lady on 3/28/14 she started out by saying "your stuff was delivered to [redacted] on August 8th" to which I interrupted and said that it was supposed to be but wasn't delivered until the 19th, which to me implies that it is noted in their computer that is the date I wanted my stuff to be here. Essentially what they did was a bait and switch because I was told one thing when I scheduled with them and now they are trying to say it was something completely different, and they should be held liable for that. I should not be penalized because their representatives are misrepresenting their business, and telling me one thing to get my business to turn around and completely contradict what they said they are going to do. I expressed to them my conditions of scheduling my move with them and was assured MULTIPLE times that there would be no problems with them, and relied on the assurances that was given by their company. I do not accept the settlement for those reasons.
Final Business Response /* (4000, 9, 2014/04/01) */
In reviewing the paperwork within Ms. [redacted]'s file, we do see where she was charged $51 extra for packing a small box and a wardrobe box. While there is a chance these boxes were used in conjunction with another furniture item, such as protection of a coffee table or other glass table top, we'd like to remove that packing charge completely in the event that these were two additional packed boxes. This will bring our final settlement offer to $157.25 and covers both the packing cost and valuation coverage for 2 missing boxes, based on the standard rate of $0.60/lb. All notes within our system as well as on the paperwork indicate that Ms. [redacted]'s first available date for delivery was 8/8/13. I do see that she called in and changed that date to 8/6/13. With delivery occurring on 8/19/13, that would put us at the 10th business day of a delivery spread starting on 8/6/13. We apologize for the misunderstanding and/or miscommunication. We'd like to resolve this matter amicably but encourage Ms. [redacted] to contact AMSA's arbitration program if she is still unsatisfied with the updated settlement amount. Attached please find documentation signed both electronically prior to the move as well as at the time of pick up.
Final Consumer Response /* (4200, 16, 2014/04/16) */
I do apologize, I thought that I had until today (the 15th) to respond to their claim. In regards to the paperwork that I have, it listed my move date as 8/8-8/9 which again is when I told them that I needed my stuff by, and was on the paperwork that I signed. As far as the insurance, when I spoke to my dad, who was at pick up, instead of me since they were late, he said that nothing was explained to him, and insurance was not once mentioned. When I asked him if he wrote anything other than the date or the signature he said that he did not. Upon looking at the paperwork I do see that the insurance part is crossed out with an N/A which does not appear to be his handwriting and when I asked him if he crossed anything out, he said no which would mean that it seemed to have been crossed out before it was given to him. He said he signed what he was told, and nothing was explained to him or to me, because I was under the impression that the insurance was included, and that all the relevant paperwork had been filled out, so the option for the insurance wasn't even available or explained at any point, either to me or to him.

The moving company I used twice, once to move to Arizona and another to come back. A second chance was a big mistake. The first time they were talking about drugs and not being able to go back to Mexico because they were wanted. Had a few broken things. So thought I would give a second chance. They dropped things, I had broken lamps, coffee table, not everything was wrapped. They walked through my apartment without booties and it was raining. They were extremely disrespectful to your property. I would not recommend them. They also change your amount I owed.

The customer was refunded $50 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.

When I called to give an exact count of my belongings they increased my price which is fair but when they came to pick up they increased my price a second time when nothing had changed from the call with exact count . the only exception was a lawn chair .When they called they said it was because my load had doubled. Dont know what kind of math they use but going from 30 to 47 is not doubled. Then when they delivered I was missing 1 box and they claim that they delivered everything. In the mean time I am still missing 1 box. Would never recommend this company. They give great customer service to rope you in to using their service but after that it was a nightmare. Also I had called them to give them a new address less than 5 miles from the original address and they made me wait another 10 days for delivery and the woman on the phone told me if I wasnt there when they come to deliver that my belongings would be shipped back to original starting point. Totally uncalled for comment.

Awesome Job Guys! – I used STI for a move from Round Lake to Chicago a few months ago. These guys were awesome! I have a teeny tiny gangway leading from both the front and back of my apartment and had no idea how my treadmill was going to fit through either. I voiced my concern to the foreman and he told me it wouldn't be a problem. They maneuvered through that little walkway with ease and not a scratch! I'll definitely be using these guys again for my next and hopefully last move!

Most professional, friendly and warm people to deal with. On time to pack up and help two disabled seniors in the middle of winter. Even help us get in the cab to the airport when they were done. Called and stayed in touch when they were arriving. On time of the due date. Three hundred less than the quote. Not one thing broken. Second time I used them. I wouldn't use anyone else!! they're the Best!!

We had a move scheduled for 6/25 with STI Movers with an arrival time between 3pm-6pm. They called us the day of the move around 4pm to let us know they'd be arriving closer to 7pm. At 6:15pm they called us to cancel. We had to be moved out of our house by 9:30am the next morning to close on our sale. I explained this to Martin, their sales associate, and he said they couldn't do anything until the day after our scheduled closing. We ended up having to rent a [redacted] and do the entire move with one other friend from 7pm-3am. STI Movers showed no remorse for this terrible situation they put us in and I don't know how else to describe my experience with them other than powerless and abandoned.

Initial Business Response /* (1000, 5, 2014/09/03) */
I ([redacted], the office manager) spoke with this customer Friday afternoon shortly after pick up. At that time, I indicated that I would review the contract as soon as the file was back in the office and call the customer. The driver just...

returned last night and the file had not been processed yet. The customer called this morning and their call was immediately returned. We reviewed the file and are working on a resolution directly with the customer. While working on the resolution, notification of this complaint came through and the customer indicated that his mother must have filed, since he didn't. We respectfully ask that the complaint be closed, as we are working to either return the additional items to the origin or move them to the destination at a mutually agreed upon rate.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until we come to an agreement I request the complaint remain open. I still have yet to receive a final amount due at delivery. I dont want that number to change the way it did after the truck had already been loaded. I also fear delayed delivery because of the movers' mistakes. The agreed upon rate, with a final amount due at delivery should be in writing.
Final Business Response /* (4000, 9, 2014/09/04) */
The agreed upon amount was emailed to the customer yesterday (9/3) at 2:30 PM Central time and confirmation back from this customer was received this morning that they have agreed to this amount and would like all items delivered to the destination in MO. There is no delivery update as of yet but we will be in touch with the customer again tomorrow.

Highly recommended! Used STI for my long distance move to Sacramento a few months ago and finally finished unpacking. Everything arrived in great condition. The movers on both ends of the move were very efficient and friendly. Delivery was prompt and their pricing is competitive.

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.

Most terrible moving experience,
They do not pick up or deliver on promised date without any notification or explanation.
They try to overcharge you.

Night mare !