First of all I would like to start by saying that I am appalled that I have to respond to some of these claims due to the fact that these movers are outright lying about so many of these claims: My responses to these absurdities will be in bold and I will go through all these point by point In regards to the issues with the above mentioned move please be advised the Collegian Movers Inc “CMI” gives binding estimates on almost all interstate moves, this move was a binding estimateWhat this means is that an exact list of items to be moved is provided by the customer, the access at both locations is stated and identified and a guaranteed price is given based on this informationOn this particular move the actual number of items to move was more than what was listed The actual quote that was done was done by employee named [redacted] over the phone well before a single box was packedI asked to to quote for the average amount of boxes that people pack per room and we went through all listed items in terms of furnitureI said to [redacted] that since I havent packed yet what will happen if we have more boxes than the quoteHe stated that if you pay for boxes and you end up having than "we are going to have a problem." but if you exceed the amount by 5-boxes then it will be fineI said Ok but since I havent packed anything, what if I end up with boxes?He said then you can just pay for the remainder boxesI would also like to point out that even if there were more boxes, there were several items that were included in quote that werent takenThat is: Dining room table, all associated chairs, bed frames, and a dresserSo even if there were some extra, there were some not included as wellIf they should choose to charge me for said overage I will like them to list what was extraAlso I had bought coffee for themGave them $for lunchGave them $tip to the crew plus I believe $to employee named [redacted] who didnt stay with us for the entire move (more on that later) and I paid in $for the move and never received change from the employee referenced as "***" in previous complaintSo I would say that I more than covered said overage In Addition the customer was not completely prepared and packed, and many items were on the 2nd and 3rd floorAdditionally on the 3rd floor there were approximately huge xxxl boxes packed with books, appliances that were not ready for moving and the stair access ways were very tightNo stairs were noted on the estimateThis job was estimated as a ground floor to ground floor moveHad these items been mentioned and the stairs at the time of estimate or anytime before moving day the price would have increased significantly and additional men would have been sent to assure a timely loadInstead we had to send men from the warehouse at the last minute I called [redacted] within days of getting the quote saying that in his listed quote it says that we are on ground floor and that is not the case [redacted] responded, "if you want, you can change it." To which I responded, "what do you mean if I want? It doesnt make any difference to me but only matters to you!" He responded again, "If you want." I took this repetitive statement as acknowledgement that it wasnt a big deal otherwise he would have demanded I change itNow I see why he didnt, so that if the customer complains than they have this rebuttal to not reimburse items The movers didnt show up on time for the moveEven the time that "***" listed that he arrived was a lieI assumed that he lied to save himself from his bossIf the movers had come on time there would have been more time to complete moveI would love to know where these movers that came last minute came from since they arrived min after the first guysAlso employee named [redacted] left for several hours during the move as well as didnt join his crew on the drive or to unload truck The boxes referenced were not XXXL as statedThey were XLI didnt special order these crazy XXXL boxes to make their life difficultAnd there were less than of them not as statedNone of these boxes were heavyMaybe awkward but not heavyMy 110lb wife was able to carry them herself and did so withthin our houseAs a matter of fact all these "XXXL" boxes were carried down by ONE employee except ONE box! The one that he didnt carry I helped "***" bring down myself and it gave us no trouble whatsoeverI would posit to say that there were never enough movers sent to begin with When the warehouse manager arrived he said it was like an episode of horders, trash all over the place, doors had to be removed, a baby (aproxyr old) was crawling around unattended (one mover had to quickly put down an item to stop the baby from falling down the stairs), the fridge was full and was on the 3rd floor, etcThe customer was picking and choosing what went causing further delays (the house was a mess) Before the movers came myself and friends undid our bedframes as well as took off every single hinge and door and wooden post to clear all furniture for removal with exception to the front door for obvious reasonsI also repeatedly told them that there was no need to remove threshold from door (which they never replaced causing this complaint) in order to remove the couch since I myself was able to bring couch in without this removalIf these movers had any ability to do their job this wouldnt have happened My entire family was there as well as a friend watching the entire time during moveAt no point was my year old unattendedI am utterly angry at the implication that my son was left alone The fridge stated was on the 2nd floor not the 3rd as stated At no point were the movers delayed to our packing/choosingTheir delay was due to the fact that they never had enough employees at job, [redacted] left in middle, and they were inept at movingThe exact job they were hired to do On October 3, after speaking with the customer, in an effort to resolve the issues, an employee went out to the origin house to confirm the front door was reinstalledWhile there a neighbor came out and asked if he was with the “City of Bridgeport” because she had filed a complaint to them about boxes and trash left in and around the houseHer concern was for rodents and bugsThe employee took photos of what could be seen from the street of the piles of boxes and debris left behind, on the side of the house (not a pretty sight) I have no idea how this paragraph has any relevance to their job of movingAs stated, all these problems are on the outside of the houseI would also like to point out that there are new tenants renting the space and I have no idea what is there since the move nor should I be responsible for this In short the customer did not properly prepare accordingly or communicate to us the actual details of the moveIt should be noted that our driver did his best to accommodate this customer and make the move as smooth as possible given the unpreparedness of the customerMoving a motorcycle full of gas is not allowed by moversAll furniture is pad wrapped in the truck and secured, unless the “pad n wrap” service in house is requested (VIP service $$) [redacted] who originally gave this quote new from the start that there was a motorcycleHe failed to mention that there can not be gas in the tankI had just filled up that week because that little detail was missed [redacted] disassembled the gas tank to drain the gas and then left with it to hide from the leader named as "***." [redacted] apologized and acknowledged in a phone conversation since that he took this gas The said padding that was used was not used on our furnitureIt was piled up in the corner of the truck CMI is continuing to try and work out an amicable resolution with the customer With all the lies within their claim, honestly, I dont see how they are trying to work out a resolution I am including some pictures so you can see some of the ineptitude of these movers A company like this does not deserve the A+ rating that they currently have which I was I feel others should be warned about their moving abilities or lack thereofAnd severe lack of professionalism by "***" the lead mover Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
From: [redacted] Sent: Saturday, August 22, 2015 3:40 PM To: [redacted] Subject: Complaint [redacted] Hello I want to let you know that regarding the above referenced complaint, it is finally settled satisfactorily. I received a check...
this afternoon from Collegian Movers in the amount of $422.00. So, please consider the matter closed and the complaint satisfied. Thank you for your help. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
9.8.15 - Revdex.com
response – [redacted] / [redacted] complaint
First
we would like to say to [redacted] and [redacted] we are sorry to [redacted] of your car
accident, we did not know about your accident until now. From experience we
know how horrible and debilitating back injuries can...
be.
Company’s
position
1.
We
attempted to repair the dings using many techniques, including dry ice, which did
reduce the dings by 50% to 100%. One ding was completely eliminated. The
customer confirmed this worked and that it improved the appearance.
2.
We
attempted to replace the damaged part, but after an exhaustive search the part
is not available. Cost of repair, if parts were available $195 less the $250
deductible and our liability is zero. We made an offer of $275 and it was
refused.
3.
With
no parts available to repair, in the interest of customer service, we calculated
the loss from the “scratch and dent” perspective, using the retailers’ discount
([redacted], etc) of 5% to 15% off of the value. Taking the
maximum rate of 15% we calculated the loss at $335.88 less the deductible of
$250 which puts our liability at $85.88. In light of customer service we made
an extremely generous offer of $400.
The
cargo coverage purchased was for depreciated value and not replacement
coverage. The customer is asking for a new refrigerator and the company feels
this is an unwarranted excessive claim.
A few
notes - the refrigerator is in PERFECT WORKING CONDITION, the dings are
extremely minor (not even visible in the photos sent by the customer). On
moving day, at the customer’s request, the bill was discounted by 1 hour
because of the refrigerator.
We have
tried to settle this claim by going above and beyond what we feel is reasonable.
At this point we are asking the Revdex.com to advise us! Are we being reasonable?
Please
confirm that the extremely generous offer of $400 is more than fair and we will
resend the check or make a recommendation.
Thank you in advance for your consideration regarding this matter. We look
forward to an amicable resolution.
Best
regards,
Collegian
Movers Inc
First of all I would like to start by saying that I am appalled that I have to respond to some of these claims due to the fact that these movers are outright lying about so many of these claims: My responses to these absurdities will be in bold and I will go through all these point by point.
In regards to the issues with the above mentioned move please be advised the Collegian Movers Inc “CMI” gives binding estimates on almost all interstate moves, this move was a binding estimate. What this means is that an exact list of items to be moved is provided by the customer, the access at both locations is stated and identified and a guaranteed price is given based on this information. On this particular move the actual number of items to move was more than what was listed.
The actual quote that was done was done by employee named [redacted] over the phone well before a single box was packed. I asked to to quote for the average amount of boxes that people pack per room and we went through all listed items in terms of furniture. I said to [redacted] that since I havent packed yet what will happen if we have more boxes than the quote. He stated that if you pay for 60 boxes and you end up having 100 than "we are going to have a problem." but if you exceed the amount by 5-10 boxes then it will be fine. I said Ok but since I havent packed anything, what if I end up with 100 boxes?. He said then you can just pay for the remainder boxes. I would also like to point out that even if there were more boxes, there were several items that were included in quote that werent taken. That is: Dining room table, all associated chairs, 2 bed frames, and a dresser. So even if there were some extra, there were some not included as well. If they should choose to charge me for said overage I will like them to list what was extra. Also I had bought coffee for them. Gave them $37 for lunch. Gave them $200 tip to the crew plus I believe $35 to employee named [redacted] who didnt stay with us for the entire move (more on that later) and I paid in $100 for the move and never received change from the employee referenced as "[redacted]" in previous complaint. So I would say that I more than covered said overage.
In Addition the customer was not completely prepared and packed, and many items were on the 2nd and 3rd floor. Additionally on the 3rd floor there were approximately 12 huge xxxl boxes packed with books, appliances that were not ready for moving and the stair access ways were very tight. No stairs were noted on the estimate. This job was estimated as a ground floor to ground floor move. Had these items been mentioned and the stairs at the time of estimate or anytime before moving day the price would have increased significantly and additional men would have been sent to assure a timely load. Instead we had to send men from the warehouse at the last minute.
I called [redacted] within 3 days of getting the quote saying that in his listed quote it says that we are on ground floor and that is not the case. [redacted] responded, "if you want, you can change it." To which I responded, "what do you mean if I want? It doesnt make any difference to me but only matters to you!" He responded again, "If you want." I took this repetitive statement as acknowledgement that it wasnt a big deal otherwise he would have demanded I change it. Now I see why he didnt, so that if the customer complains than they have this rebuttal to not reimburse items.
The movers didnt show up on time for the move. Even the time that "[redacted]" listed that he arrived was a lie. I assumed that he lied to save himself from his boss. If the movers had come on time there would have been more time to complete move. I would love to know where these movers that came last minute came from since they arrived 5 min after the first guys. Also employee named [redacted] left for several hours during the move as well as didnt join his crew on the drive or to unload truck.
The boxes referenced were not XXXL as stated. They were XL. I didnt special order these crazy XXXL boxes to make their life difficult. And there were less than 5 of them not 12 as stated. None of these boxes were heavy. Maybe awkward but not heavy. My 110lb wife was able to carry them herself and did so withthin our house. As a matter of fact all these "XXXL" boxes were carried down by ONE employee except ONE box! The one that he didnt carry I helped "[redacted]" bring down myself and it gave us no trouble whatsoever. I would posit to say that there were never enough movers sent to begin with.
When the warehouse manager arrived he said it was like an episode of horders, trash all over the place, doors had to be removed, a baby (aprox. 1 yr old) was crawling around unattended (one mover had to quickly put down an item to stop the baby from falling down the stairs), the fridge was full and was on the 3rd floor, etc. The customer was picking and choosing what went causing further delays (the house was a mess).
Before the movers came myself and 2 friends undid our bedframes as well as took off every single hinge and door and wooden post to clear all furniture for removal with exception to the front door for obvious reasons. I also repeatedly told them that there was no need to remove threshold from door (which they never replaced causing this complaint) in order to remove the couch since I myself was able to bring couch in without this removal. If these movers had any ability to do their job this wouldnt have happened.
My entire family was there as well as a friend watching the entire time during move. At no point was my 1 year old unattended. I am utterly angry at the implication that my son was left alone.
The fridge stated was on the 2nd floor not the 3rd as stated.
At no point were the movers delayed to our packing/choosing. Their delay was due to the fact that they never had enough employees at job, [redacted] left in middle, and they were inept at moving. The exact job they were hired to do.
On October 3, after speaking with the customer, in an effort to resolve the issues, an employee went out to the origin house to confirm the front door was reinstalled. While there a neighbor came out and asked if he was with the “City of Bridgeport” because she had filed a complaint to them about boxes and trash left in and around the house. Her concern was for rodents and bugs. The employee took photos of what could be seen from the street of the piles of boxes and debris left behind, on the side of the house (not a pretty sight).
I have no idea how this paragraph has any relevance to their job of moving. As stated, all these problems are on the outside of the house. I would also like to point out that there are new tenants renting the space and I have no idea what is there since the move nor should I be responsible for this.
In short the customer did not properly prepare accordingly or communicate to us the actual details of the move. It should be noted that our driver did his best to accommodate this customer and make the move as smooth as possible given the unpreparedness of the customer. Moving a motorcycle full of gas is not allowed by movers. All furniture is pad wrapped in the truck and secured, unless the “pad n wrap” service in house is requested (VIP service $$).
[redacted] who originally gave this quote new from the start that there was a motorcycle. He failed to mention that there can not be gas in the tank. I had just filled up that week because that little detail was missed. [redacted] disassembled the gas tank to drain the gas and then left with it to hide from the leader named as "[redacted]." [redacted] apologized and acknowledged in a phone conversation since that he took this gas.
The said padding that was used was not used on our furniture. It was piled up in the corner of the truck.
CMI is continuing to try and work out an amicable resolution with the customer.
With all the lies within their claim, honestly, I dont see how they are trying to work out a resolution.
I am including some pictures so you can see some of the ineptitude of these movers.
A company like this does not deserve the A+ rating that they currently have which I was I feel others should be warned about their moving abilities or lack thereof. And severe lack of professionalism by "[redacted]" the lead mover.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
October 5, 2014
[redacted]
Manager, Marketplace Operations
CT Revdex.com
RE: ID [redacted]
Dear [redacted],
In regards to the issues with the
above mentioned move please be advised the Collegian Movers Inc “CMI” gives binding estimates on almost
all interstate moves, this move was a...
binding estimate. What this means is that
an exact list of items to be moved is provided by the customer, the access at
both locations is stated and identified and a guaranteed price is given based
on this information. On this particular move the actual number of items to move
was more than what was listed. In Addition the customer was not completely
prepared and packed, and many items were on the 2nd and 3rd floor. Additionally on the 3rd floor there were approximately 12 huge xxxl boxes
packed with books, appliances that were not ready for moving and the stair access
ways were very tight. No stairs were noted on the estimate. This job was
estimated as a ground floor to ground floor move. Had these items been
mentioned and the stairs at the time of estimate or anytime before moving day
the price would have increased significantly and additional men would have been
sent to assure a timely load. Instead we had to send men from the warehouse at
the last minute.
When the warehouse manager
arrived he said it was like an episode of horders, trash all over the place,
doors had to be removed, a baby (aprox. 1 yr old) was crawling around unattended
(one mover had to quickly put down an item to stop the baby from falling down
the stairs), the fridge was full and was on the 3rd floor, etc. The customer
was picking and choosing what went causing further delays (the house was a
mess).
On October 3, after speaking with
the customer, in an effort to resolve the issues, an employee went out to the
origin house to confirm the front door was reinstalled. While there a neighbor
came out and asked if he was with the “[redacted]” because she had
filed a complaint to them about boxes and trash left in and around the house. Her concern
was for rodents and bugs. The employee took photos of what could be seen from
the street of the piles of boxes and debris left behind, on the side of the
house (not a pretty sight).
In short the customer did not properly
prepare accordingly or communicate to us the actual details of the move. It
should be noted that our driver did his best to accommodate this customer and
make the move as smooth as possible given the unpreparedness of the customer.
Moving a motorcycle full of gas is not allowed by movers. All furniture is pad wrapped in the truck and secured, unless
the “pad n wrap” service in house is requested (VIP service $$).
CMI is continuing to try and work out an amicable resolution with
the customer.
Thank you in advance for your assistance regarding this
matter.
Collegian Movers Inc
Complaint: [redacted]
To whom it may concern, We rejected the company's offer to settle at $400 at first. But now we've decided to accept the offer and would like the company to send the $400 check back to us. Personal circumstance is preventing us to pursue this matter any further. Thank you. [redacted] and [redacted]
Complaint: [redacted]
I am rejecting this response because: There are inaccuracies of the claim. The 1 hour credit was actually for the truck breaking down. They had to wait for it to repair. While we weren't told what the real issue was, we think it was the battery and was easily fixed. The break down of the truck was not related to the refrigerator issue. You can confirm it with the 3 movers. We didn't ask for a credit for the extra time the movers took to disassembled and to reassembled the 3 doors. Realistically, the total credit should be 2 hours (-1 hour for truck break down and -1 hour for the extra time spent with the refrigerator). We are not sure of the message relayed to the company by the repair man. He couldn't take all the dings out and they are still visible. See pictures attached. The 3 dings are actually on 2 doors and not mentioned in the note. It just said 3 dings. Also see pictures attached. Also, we never even mentioned the scratches and 2 dent lines in the upper right side of the refrigerator and the scratches to the 2 handles of the 2 upper doors. The doors were so dirty and oily that those damages were only discovered after we cleaned the doors. But we never followed up with the claim since moving was such a big event and we were distracted by other thing. And we thought that the company would uphold the agreement that the claim will be filed.We are not asking for a new refrigerator if the company reimbursed us the depreciated value of $1,557 (depreciated from $2,400). Once again, we have to live with the damage since you cannot find new door(s) and the repair attempt was unsuccessful. Thank you for the kind words about the car accident. I am still recovering and still on the mend. In addition the reason, why we haven't stayed on top of the claim was because we also lost 2 parents 3 months apart; Jim's dad died in Dec 2014 and my mom died in March 2015. We kept thinking that the company will resolve the issue sooner and was hopeful that we'd come to an agreement outside of Small Claims Court. We've already spent hours of our time making calls and emails with the company staff to try to resolve the matter. Sincerely,
[redacted] And [redacted]
First of all I would like to start by saying that I am appalled that I have to respond to some of these claims due to the fact that these movers are outright lying about so many of these claims: My responses to these absurdities will be in bold and I will go through all these point by point In regards to the issues with the above mentioned move please be advised the Collegian Movers Inc “CMI” gives binding estimates on almost all interstate moves, this move was a binding estimateWhat this means is that an exact list of items to be moved is provided by the customer, the access at both locations is stated and identified and a guaranteed price is given based on this informationOn this particular move the actual number of items to move was more than what was listed The actual quote that was done was done by employee named [redacted] over the phone well before a single box was packedI asked to to quote for the average amount of boxes that people pack per room and we went through all listed items in terms of furnitureI said to [redacted] that since I havent packed yet what will happen if we have more boxes than the quoteHe stated that if you pay for boxes and you end up having than "we are going to have a problem." but if you exceed the amount by 5-boxes then it will be fineI said Ok but since I havent packed anything, what if I end up with boxes?He said then you can just pay for the remainder boxesI would also like to point out that even if there were more boxes, there were several items that were included in quote that werent takenThat is: Dining room table, all associated chairs, bed frames, and a dresserSo even if there were some extra, there were some not included as wellIf they should choose to charge me for said overage I will like them to list what was extraAlso I had bought coffee for themGave them $for lunchGave them $tip to the crew plus I believe $to employee named [redacted] who didnt stay with us for the entire move (more on that later) and I paid in $for the move and never received change from the employee referenced as "***" in previous complaintSo I would say that I more than covered said overage In Addition the customer was not completely prepared and packed, and many items were on the 2nd and 3rd floorAdditionally on the 3rd floor there were approximately huge xxxl boxes packed with books, appliances that were not ready for moving and the stair access ways were very tightNo stairs were noted on the estimateThis job was estimated as a ground floor to ground floor moveHad these items been mentioned and the stairs at the time of estimate or anytime before moving day the price would have increased significantly and additional men would have been sent to assure a timely loadInstead we had to send men from the warehouse at the last minute I called [redacted] within days of getting the quote saying that in his listed quote it says that we are on ground floor and that is not the case [redacted] responded, "if you want, you can change it." To which I responded, "what do you mean if I want? It doesnt make any difference to me but only matters to you!" He responded again, "If you want." I took this repetitive statement as acknowledgement that it wasnt a big deal otherwise he would have demanded I change itNow I see why he didnt, so that if the customer complains than they have this rebuttal to not reimburse items The movers didnt show up on time for the moveEven the time that "***" listed that he arrived was a lieI assumed that he lied to save himself from his bossIf the movers had come on time there would have been more time to complete moveI would love to know where these movers that came last minute came from since they arrived min after the first guysAlso employee named [redacted] left for several hours during the move as well as didnt join his crew on the drive or to unload truck The boxes referenced were not XXXL as statedThey were XLI didnt special order these crazy XXXL boxes to make their life difficultAnd there were less than of them not as statedNone of these boxes were heavyMaybe awkward but not heavyMy 110lb wife was able to carry them herself and did so withthin our houseAs a matter of fact all these "XXXL" boxes were carried down by ONE employee except ONE box! The one that he didnt carry I helped "***" bring down myself and it gave us no trouble whatsoeverI would posit to say that there were never enough movers sent to begin with When the warehouse manager arrived he said it was like an episode of horders, trash all over the place, doors had to be removed, a baby (aproxyr old) was crawling around unattended (one mover had to quickly put down an item to stop the baby from falling down the stairs), the fridge was full and was on the 3rd floor, etcThe customer was picking and choosing what went causing further delays (the house was a mess) Before the movers came myself and friends undid our bedframes as well as took off every single hinge and door and wooden post to clear all furniture for removal with exception to the front door for obvious reasonsI also repeatedly told them that there was no need to remove threshold from door (which they never replaced causing this complaint) in order to remove the couch since I myself was able to bring couch in without this removalIf these movers had any ability to do their job this wouldnt have happened My entire family was there as well as a friend watching the entire time during moveAt no point was my year old unattendedI am utterly angry at the implication that my son was left alone The fridge stated was on the 2nd floor not the 3rd as stated At no point were the movers delayed to our packing/choosingTheir delay was due to the fact that they never had enough employees at job, [redacted] left in middle, and they were inept at movingThe exact job they were hired to do On October 3, after speaking with the customer, in an effort to resolve the issues, an employee went out to the origin house to confirm the front door was reinstalledWhile there a neighbor came out and asked if he was with the “City of Bridgeport” because she had filed a complaint to them about boxes and trash left in and around the houseHer concern was for rodents and bugsThe employee took photos of what could be seen from the street of the piles of boxes and debris left behind, on the side of the house (not a pretty sight) I have no idea how this paragraph has any relevance to their job of movingAs stated, all these problems are on the outside of the houseI would also like to point out that there are new tenants renting the space and I have no idea what is there since the move nor should I be responsible for this In short the customer did not properly prepare accordingly or communicate to us the actual details of the moveIt should be noted that our driver did his best to accommodate this customer and make the move as smooth as possible given the unpreparedness of the customerMoving a motorcycle full of gas is not allowed by moversAll furniture is pad wrapped in the truck and secured, unless the “pad n wrap” service in house is requested (VIP service $$) [redacted] who originally gave this quote new from the start that there was a motorcycleHe failed to mention that there can not be gas in the tankI had just filled up that week because that little detail was missed [redacted] disassembled the gas tank to drain the gas and then left with it to hide from the leader named as "***." [redacted] apologized and acknowledged in a phone conversation since that he took this gas The said padding that was used was not used on our furnitureIt was piled up in the corner of the truck CMI is continuing to try and work out an amicable resolution with the customer With all the lies within their claim, honestly, I dont see how they are trying to work out a resolution I am including some pictures so you can see some of the ineptitude of these movers A company like this does not deserve the A+ rating that they currently have which I was I feel others should be warned about their moving abilities or lack thereofAnd severe lack of professionalism by "***" the lead mover Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
From: [redacted] Sent: Saturday, August 22, 2015 3:40 PM To: [redacted] Subject: Complaint [redacted] Hello I want to let you know that regarding the above referenced complaint, it is finally settled satisfactorily. I received a check...
this afternoon from Collegian Movers in the amount of $422.00. So, please consider the matter closed and the complaint satisfied. Thank you for your help. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
9.8.15 - Revdex.com
response – [redacted] / [redacted] complaint
First
we would like to say to [redacted] and [redacted] we are sorry to [redacted] of your car
accident, we did not know about your accident until now. From experience we
know how horrible and debilitating back injuries can...
be.
Company’s
position
1.
We
attempted to repair the dings using many techniques, including dry ice, which did
reduce the dings by 50% to 100%. One ding was completely eliminated. The
customer confirmed this worked and that it improved the appearance.
2.
We
attempted to replace the damaged part, but after an exhaustive search the part
is not available. Cost of repair, if parts were available $195 less the $250
deductible and our liability is zero. We made an offer of $275 and it was
refused.
3.
With
no parts available to repair, in the interest of customer service, we calculated
the loss from the “scratch and dent” perspective, using the retailers’ discount
([redacted], etc) of 5% to 15% off of the value. Taking the
maximum rate of 15% we calculated the loss at $335.88 less the deductible of
$250 which puts our liability at $85.88. In light of customer service we made
an extremely generous offer of $400.
The
cargo coverage purchased was for depreciated value and not replacement
coverage. The customer is asking for a new refrigerator and the company feels
this is an unwarranted excessive claim.
A few
notes - the refrigerator is in PERFECT WORKING CONDITION, the dings are
extremely minor (not even visible in the photos sent by the customer). On
moving day, at the customer’s request, the bill was discounted by 1 hour
because of the refrigerator.
We have
tried to settle this claim by going above and beyond what we feel is reasonable.
At this point we are asking the Revdex.com to advise us! Are we being reasonable?
Please
confirm that the extremely generous offer of $400 is more than fair and we will
resend the check or make a recommendation.
Thank you in advance for your consideration regarding this matter. We look
forward to an amicable resolution.
Best
regards,
Collegian
Movers Inc
First of all I would like to start by saying that I am appalled that I have to respond to some of these claims due to the fact that these movers are outright lying about so many of these claims: My responses to these absurdities will be in bold and I will go through all these point by point.
In regards to the issues with the above mentioned move please be advised the Collegian Movers Inc “CMI” gives binding estimates on almost all interstate moves, this move was a binding estimate. What this means is that an exact list of items to be moved is provided by the customer, the access at both locations is stated and identified and a guaranteed price is given based on this information. On this particular move the actual number of items to move was more than what was listed.
The actual quote that was done was done by employee named [redacted] over the phone well before a single box was packed. I asked to to quote for the average amount of boxes that people pack per room and we went through all listed items in terms of furniture. I said to [redacted] that since I havent packed yet what will happen if we have more boxes than the quote. He stated that if you pay for 60 boxes and you end up having 100 than "we are going to have a problem." but if you exceed the amount by 5-10 boxes then it will be fine. I said Ok but since I havent packed anything, what if I end up with 100 boxes?. He said then you can just pay for the remainder boxes. I would also like to point out that even if there were more boxes, there were several items that were included in quote that werent taken. That is: Dining room table, all associated chairs, 2 bed frames, and a dresser. So even if there were some extra, there were some not included as well. If they should choose to charge me for said overage I will like them to list what was extra. Also I had bought coffee for them. Gave them $37 for lunch. Gave them $200 tip to the crew plus I believe $35 to employee named [redacted] who didnt stay with us for the entire move (more on that later) and I paid in $100 for the move and never received change from the employee referenced as "[redacted]" in previous complaint. So I would say that I more than covered said overage.
In Addition the customer was not completely prepared and packed, and many items were on the 2nd and 3rd floor. Additionally on the 3rd floor there were approximately 12 huge xxxl boxes packed with books, appliances that were not ready for moving and the stair access ways were very tight. No stairs were noted on the estimate. This job was estimated as a ground floor to ground floor move. Had these items been mentioned and the stairs at the time of estimate or anytime before moving day the price would have increased significantly and additional men would have been sent to assure a timely load. Instead we had to send men from the warehouse at the last minute.
I called [redacted] within 3 days of getting the quote saying that in his listed quote it says that we are on ground floor and that is not the case. [redacted] responded, "if you want, you can change it." To which I responded, "what do you mean if I want? It doesnt make any difference to me but only matters to you!" He responded again, "If you want." I took this repetitive statement as acknowledgement that it wasnt a big deal otherwise he would have demanded I change it. Now I see why he didnt, so that if the customer complains than they have this rebuttal to not reimburse items.
The movers didnt show up on time for the move. Even the time that "[redacted]" listed that he arrived was a lie. I assumed that he lied to save himself from his boss. If the movers had come on time there would have been more time to complete move. I would love to know where these movers that came last minute came from since they arrived 5 min after the first guys. Also employee named [redacted] left for several hours during the move as well as didnt join his crew on the drive or to unload truck.
The boxes referenced were not XXXL as stated. They were XL. I didnt special order these crazy XXXL boxes to make their life difficult. And there were less than 5 of them not 12 as stated. None of these boxes were heavy. Maybe awkward but not heavy. My 110lb wife was able to carry them herself and did so withthin our house. As a matter of fact all these "XXXL" boxes were carried down by ONE employee except ONE box! The one that he didnt carry I helped "[redacted]" bring down myself and it gave us no trouble whatsoever. I would posit to say that there were never enough movers sent to begin with.
When the warehouse manager arrived he said it was like an episode of horders, trash all over the place, doors had to be removed, a baby (aprox. 1 yr old) was crawling around unattended (one mover had to quickly put down an item to stop the baby from falling down the stairs), the fridge was full and was on the 3rd floor, etc. The customer was picking and choosing what went causing further delays (the house was a mess).
Before the movers came myself and 2 friends undid our bedframes as well as took off every single hinge and door and wooden post to clear all furniture for removal with exception to the front door for obvious reasons. I also repeatedly told them that there was no need to remove threshold from door (which they never replaced causing this complaint) in order to remove the couch since I myself was able to bring couch in without this removal. If these movers had any ability to do their job this wouldnt have happened.
My entire family was there as well as a friend watching the entire time during move. At no point was my 1 year old unattended. I am utterly angry at the implication that my son was left alone.
The fridge stated was on the 2nd floor not the 3rd as stated.
At no point were the movers delayed to our packing/choosing. Their delay was due to the fact that they never had enough employees at job, [redacted] left in middle, and they were inept at moving. The exact job they were hired to do.
On October 3, after speaking with the customer, in an effort to resolve the issues, an employee went out to the origin house to confirm the front door was reinstalled. While there a neighbor came out and asked if he was with the “City of Bridgeport” because she had filed a complaint to them about boxes and trash left in and around the house. Her concern was for rodents and bugs. The employee took photos of what could be seen from the street of the piles of boxes and debris left behind, on the side of the house (not a pretty sight).
I have no idea how this paragraph has any relevance to their job of moving. As stated, all these problems are on the outside of the house. I would also like to point out that there are new tenants renting the space and I have no idea what is there since the move nor should I be responsible for this.
In short the customer did not properly prepare accordingly or communicate to us the actual details of the move. It should be noted that our driver did his best to accommodate this customer and make the move as smooth as possible given the unpreparedness of the customer. Moving a motorcycle full of gas is not allowed by movers. All furniture is pad wrapped in the truck and secured, unless the “pad n wrap” service in house is requested (VIP service $$).
[redacted] who originally gave this quote new from the start that there was a motorcycle. He failed to mention that there can not be gas in the tank. I had just filled up that week because that little detail was missed. [redacted] disassembled the gas tank to drain the gas and then left with it to hide from the leader named as "[redacted]." [redacted] apologized and acknowledged in a phone conversation since that he took this gas.
The said padding that was used was not used on our furniture. It was piled up in the corner of the truck.
CMI is continuing to try and work out an amicable resolution with the customer.
With all the lies within their claim, honestly, I dont see how they are trying to work out a resolution.
I am including some pictures so you can see some of the ineptitude of these movers.
A company like this does not deserve the A+ rating that they currently have which I was I feel others should be warned about their moving abilities or lack thereof. And severe lack of professionalism by "[redacted]" the lead mover.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
October 5, 2014
[redacted]
Manager, Marketplace Operations
CT Revdex.com
RE: ID [redacted]
Dear [redacted],
In regards to the issues with the
above mentioned move please be advised the Collegian Movers Inc “CMI” gives binding estimates on almost
all interstate moves, this move was a...
binding estimate. What this means is that
an exact list of items to be moved is provided by the customer, the access at
both locations is stated and identified and a guaranteed price is given based
on this information. On this particular move the actual number of items to move
was more than what was listed. In Addition the customer was not completely
prepared and packed, and many items were on the 2nd and 3rd floor. Additionally on the 3rd floor there were approximately 12 huge xxxl boxes
packed with books, appliances that were not ready for moving and the stair access
ways were very tight. No stairs were noted on the estimate. This job was
estimated as a ground floor to ground floor move. Had these items been
mentioned and the stairs at the time of estimate or anytime before moving day
the price would have increased significantly and additional men would have been
sent to assure a timely load. Instead we had to send men from the warehouse at
the last minute.
When the warehouse manager
arrived he said it was like an episode of horders, trash all over the place,
doors had to be removed, a baby (aprox. 1 yr old) was crawling around unattended
(one mover had to quickly put down an item to stop the baby from falling down
the stairs), the fridge was full and was on the 3rd floor, etc. The customer
was picking and choosing what went causing further delays (the house was a
mess).
On October 3, after speaking with
the customer, in an effort to resolve the issues, an employee went out to the
origin house to confirm the front door was reinstalled. While there a neighbor
came out and asked if he was with the “[redacted]” because she had
filed a complaint to them about boxes and trash left in and around the house. Her concern
was for rodents and bugs. The employee took photos of what could be seen from
the street of the piles of boxes and debris left behind, on the side of the
house (not a pretty sight).
In short the customer did not properly
prepare accordingly or communicate to us the actual details of the move. It
should be noted that our driver did his best to accommodate this customer and
make the move as smooth as possible given the unpreparedness of the customer.
Moving a motorcycle full of gas is not allowed by movers. All furniture is pad wrapped in the truck and secured, unless
the “pad n wrap” service in house is requested (VIP service $$).
CMI is continuing to try and work out an amicable resolution with
the customer.
Thank you in advance for your assistance regarding this
matter.
Collegian Movers Inc
Complaint: [redacted]
To whom it may concern, We rejected the company's offer to settle at $400 at first. But now we've decided to accept the offer and would like the company to send the $400 check back to us. Personal circumstance is preventing us to pursue this matter any further. Thank you. [redacted] and [redacted]
Complaint: [redacted]
I am rejecting this response because: There are inaccuracies of the claim. The 1 hour credit was actually for the truck breaking down. They had to wait for it to repair. While we weren't told what the real issue was, we think it was the battery and was easily fixed. The break down of the truck was not related to the refrigerator issue. You can confirm it with the 3 movers. We didn't ask for a credit for the extra time the movers took to disassembled and to reassembled the 3 doors. Realistically, the total credit should be 2 hours (-1 hour for truck break down and -1 hour for the extra time spent with the refrigerator). We are not sure of the message relayed to the company by the repair man. He couldn't take all the dings out and they are still visible. See pictures attached. The 3 dings are actually on 2 doors and not mentioned in the note. It just said 3 dings. Also see pictures attached. Also, we never even mentioned the scratches and 2 dent lines in the upper right side of the refrigerator and the scratches to the 2 handles of the 2 upper doors. The doors were so dirty and oily that those damages were only discovered after we cleaned the doors. But we never followed up with the claim since moving was such a big event and we were distracted by other thing. And we thought that the company would uphold the agreement that the claim will be filed.We are not asking for a new refrigerator if the company reimbursed us the depreciated value of $1,557 (depreciated from $2,400). Once again, we have to live with the damage since you cannot find new door(s) and the repair attempt was unsuccessful. Thank you for the kind words about the car accident. I am still recovering and still on the mend. In addition the reason, why we haven't stayed on top of the claim was because we also lost 2 parents 3 months apart; Jim's dad died in Dec 2014 and my mom died in March 2015. We kept thinking that the company will resolve the issue sooner and was hopeful that we'd come to an agreement outside of Small Claims Court. We've already spent hours of our time making calls and emails with the company staff to try to resolve the matter. Sincerely,
[redacted] And [redacted]