Superior Moving Systems, Inc.

[redacted] When you initially contacted us and gave us your inventory list, you e-signed our contract, on June 14, 2017, for 33 pieces that needed to be moved from [redacted] to [redacted]. When our Quality Assurance Department (QA) called you, to go over inventory list again,...

additional items were increased from 33 pieces to 51 pieces. The 1st and 2nd e-Signed Moving Estimate are both attached for your reference. When we arrived at your pickup address in [redacted] you added even more items: 5 bulky items, 1 dresser, 2 TV’s, 3 misc. pieces of furniture, and 5 storage items. I have attached your Bill of Loading (BOL) and Revised Written Estimate, which lists each item that was added. In both of e-signed Moving Estimates, it states that if your inventory increases your cost will as well. If at any time you felt you were being taken advantage of, you should have called our customer service, called our dispatch department, or just cancelled the move all together.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I choose to cancel this reservation and receive the full refund per your offer. 
Regards,
[redacted]

[redacted]First, I would like to apologize on behalf of our company that you feel as if you received poor customer service and/or were mistreated. Prior to booking with us, we informed you that you would have a two-day pickup window, between May 25th and 26th. Attached is the e-signed moving estimate,...

which shows your pickup window. We do not guarantee pickup and/or delivery times because it's not possible when dealing with logistics: Weather, traffic, and many other things can cause delays. Also, remember, at booking, you were given a Manager's Discount of $232.51 because you were put on a piggy-back route. In other words, there were other jobs on the same route, in the same truck as you. If a client, before you, has a smaller or larger job than estimated, it can change the time frame significantly.Regarding the waiting fee, again, because you are on a piggyback move, we have other client's on the same route as you. They, too, are given a 2-day pickup window, which we guarantee. At pickup, we inform every client of possible scenarios that could cost more money at delivery, each item is listed on the 'Post Contract Services Order Form', e.g., Flights, stairs, long carry, re-delivery, waiting service, storage service, etc. I have attached your signed form for your reference. On the day of delivery, when we called you to give you a delivery ETA, we told you that delivery would be between 5 and 7 PM. When we contacted you at 4:30 and told you we would be there in an hour, you informed the driver you were running late from work. We did not hear anything about a flat tire prior to this Revdex.com complaint.If you have any additional  questions or concerns regarding this matter, please feel free to contact us directly at i[redacted] or [redacted]Thank you for your understanding and cooperation.

Complaint: [redacted]
I am...

rejecting this response because:Delivery was far beyond expected date.   I was told many times a delivery date which never materialized.   Because of that, I lost money on rental of a storage unit I did not need $50), and rental of a house I could not use $440).  I question the credibility and integrity of this company and request financial loss reimbursement of $490.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because this response makes absolutely no sense whatsoever, and makes me believe more than ever that this entire situation was a scam.  This business response says:  "we service approximately 4,000 moves per year."!    With that many moves per year, I would have to guess you have an excellent idea as to what it will take to move a fairly well defined number and size of ONE bedroom set.    You weren't off by 10%!  You were off by 100%.  You quoted 298 CF and your driver said he needed two times the minimum of 350 CF.  How can you be off by that much and not know exactly what you were doing.  AND your sales person, OWEN, knew what my budget was and insisted that I'd have enough room for more items.  I had less furniture that what I gave for the estimate, and I removed the 10 boxes, and your driver still needed twice the space.  That sounds like a scam to me.  4000 moves per year, you can't figure out one bedroom set within 10 or 20%.  That's one ton of padding!Also, the driver never measured a single item.  Looked at it and immediately stated it wouldn't fit.  Less furniture than estimated an 10 less boxes, and you were still off by more than 100%.  How can that be an honest mistake?This businesses increase in negative reviews was for six months of 2017 vs. all of 2016.  Not the summer!   6 months vs the prior 12.  Maybe it's because this firm is successfully executing this type of misrepresentation.  Consider the following:  The top 3 Red Flags presented by the FMCSA:  1)The mover doesn’t offer or agree to an on­site inspection of your household goods and gives an estimate over the telephone or online — sight unseen. These estimates often sound too good to be true. They usually are.   (Happened exactly this way)2) The moving company demands cash or a large deposit before the move.  (35% on the day of the estimate)  Sounds large to me  (Had to be an ACH, no other way  - Again meets the red flag3)  The mover asks you to sign blank or incomplete documents.  (Electronic signature on documents that were changed several times, next to impossible to read while Owen is pushing to get it locked in)Shame on me for trusting the Sales guy, Owen, who came off as understanding, and knowledgeable enough to create an estimate that would be close!  The more I think of it, he was clearly the major player in this scam.  I hope they are wildly successful operating this way and taking $700 for doing nothing.The more I read, the more I'm convinced this was all a setup and I am ultimately the blame for letting it happen.
Regards,
[redacted]

[redacted] I would first like to apologize that you were unhappy with your experience with our company. Regarding the pickup date of  September 24, 2016, that is incorrect. You did not book with us and make the deposit for your move until September 29, 2016. How could we have picked up...

your belongings five days before you hired us? Next, the original quote for your move was $1,840.00, which included $450 for full packing. And lastly, I have attached your Binding Moving Estimate from the day you booked with us, September 29, 2016, that we scheduled your pickup date between October 5, 2016 and October 8, 2016. We showed up on Thursday, October 6, 2016 and that is when you cancelled your move with us. Unfortunately, at pickup, your price did increase because you had more items than you were quoted for, but it had nothing to do with packing. In the attached Binding Moving Estimate, it clearly states that we guarantee the estimate as long as you provide us with an accurate description of your inventory list of the household items to be moved. The estimate also clearly lists our cancellation policy: "Customer understands that Credit Card and ACH deposits are nonrefundable once the reservation has been made. Any cancellation made after the reservation has been made will result in the forfeiture of the deposit(s) fee(s) paid..." Please see attached for proof of payment on September 29, 2016.Please contact our office directly if you would like to discuss this matter further. Even though you cancelled our services, we would like to make your experience with us positive. Sincerely, Amy W[redacted]

[redacted]Please contact our office directly at [redacted] or [redacted]. We have not spoken with you since October 25, 2016; therefore, we did not know you were happy with your service. If you have missing/damaged items, we need to start the claims process, and...

unfortunately, cannot do that until you initiate a claim.We look forward to hearing from you.

[redacted]   First and foremost, please remember that every, single, phone call (incoming or outgoing) in our office is recorded. Next, when our representative called you to go over your move from [redacted] to [redacted], you refused to provide us with an inventory list. You insisted...

that you spoke with several other moving companies and you had 750 CF of items to move. No more. No less. Please see enclosed e-Signed Moving Estimate. It shows 750 CF at a rate of $4.50 per CF. When we arrived at your location, you had 4500 CF that needed to be relocated. 4500 CF, which is 600% more than you assured us. We informed you that we would have to have another straight truck sent (two in total) in or a semi-truck but we would honor your rate of $4.50 per CF. You tried to swindle us by refusing to provide an inventory list when you had 6 times the amount of items you said you had. When you e-Signed our Moving Estimate, you were aware of our cancellation policy. You also have to remember that we spent time and money on a foreman, workers, fuel, materials, and the fact that we could have been servicing another move. [redacted] we lost money on your job.

Complaint: [redacted]
I am rejecting this response because:
It is not complete - awaiting more information from the company regarding their response to our claim. 
Regards,
[redacted]

Our dispatch manager is looking into these claims, as we speak.

Mr. [redacted]   With all due respect, your account of what happened is grossly falsified. The only part of your complaint that is true is that you booked with us on October 27, 2016 around 2:45pm EST and paid the deposit of $558.07. As you know, this was a last-minute move, so when you...

booked with our company, we informed you that you would have a pickup window between October 28, 2016 and October 29, 2016. Because of the short notice, we couldn’t give you an exact pickup time because we were squeezing you in a route that had been already created. I would like to address every aspect of your complaint. 1)      You did not contract our services on 10/26/2016, you contracted our services when you signed your Binding Moving Estimate and paid your deposit on 10/27/16, around 2:45pm. The first estimate you were sent, from Michael, via email was on 10/27/16 at 10:52am, proving that this statement is false. The email is attached for your reference. 2)      Michael never gave you an exact pickup date of 10/28/16 between 1:00 and 4:00pm EST. Again, you were given a pickup window between 10/28/16 and 10/29/16 and this information can be found on the attachment as well. 3)      You stated that you never heard from us on 10/28/16 and for the next 48 hours, after multiple follow-up emails and 30+ phone calls, which, again, is false. I have attached two emails from 10/28/16: The first email was sent at 6:06am, and the second email was sent at 8:25am, and in this email, you claimed that you called 15-20 times between 6:06am and 8:25am. We weren’t ignoring your phone calls and/or emails, but our office doesn’t open until 9:00am EST; therefore, we couldn’t have answered your phone calls. 4)      You were never threated or harassed by our staff. We tried nothing but to accommodate you as this was a last-minute move. In the second email, you said “This is absolutelty (sic) unprofessional , my reviews are going to go everywhere .” You made this statement because we didn’t answer your phone calls when our office was closed. When we got to the office on the 28th, we called you back at 9:00am and informed you that the earliest we could pick up would be between 7:00 and 9:00pm on 10/28/16. This was after you threatened to put negative, false reviews “everywhere” and cancel your service and hold payment. You called us back at 10:32am and asked if there was any way we could pick you up earlier than 7:00-9:00pm because of your cleaning lady. At this time, we told you that we would try to arrive earlier but it was highly unlikely. 5)      Our driver contacted you on 10/28/16 at 5:34pm and informed you he would be at your pickup location between 7:00 and 9:00pm, and you said no problem. 6)      After squeezing you into our schedule and confirming pickup with our office and driver, we showed up to your location and you said you were NOT moving anymore. Please see attachments for the estimate we sent to you on 10/27/16 at 10:52am, your deposit payment history, which was received on 10/27/16 around 2:45pm, the first email you sent us on 10/28/16 at 6:06am asking for a status update, the second email you sent us on 10/28/16 on 8:25am, where you threatened to put stop payment on the check and cancel the move, along with posting negative reviews “everywhere”, and your binding moving estimate which shows your pickup window of 10/28/16 – 10/29/16. I have also attached where you blocked our email address from sending you any emails. Please see Binding Moving Estimate as it clearly states our cancellation policy, and unfortunately, your request for a refund, along with storage charges, isn’t feasible. See full cancellation policy below: Customer understands that Credit Card and ACH deposits are nonrefundable once the reservation has been made. Any cancellation made after the reservation has been made will result in the forfeiture of the all deposit(s) fee(s) paid. The client can postpone or apply the payment to any move service needed in the next calendar year. There is no penalty to postpone your move within 72 hours of the reserved move date. Carrier also reserves reserves the right to pick up within 48 hours of the reserved time frame to allow for delays caused by act of God such as severe weather or other uncontrollable circumstances. We have a 99% satisfaction rate for meeting our timelines and we are dedicated to the highest level of service.

Please provide your job number.Thank you!

Complaint: [redacted]
I am rejecting this response because:we had  discussed and  was items were added to the quote (which is no longer available to see when I log in but I have in my possession), included a bed and head board,   when they came to pick up said " this will cost an additional $600.00, of course when this was added the salesman said "no problem I will add this  "you have plenty of room" as it turns out  It was necessary I leave this behind and ASKED if they could take this and donate the bedframe (all wood) and dispose of the mattress.  They said of course ... then left it in the ally where both I and  the building instructed them They cannot do,  I was fined an additional $200.00. In between all the issues after calling every agency the owner did call me and was so nice and said "call me anytime and I will answer any questions, he made it seem he was concerned and asked I send him a synopsis of what happened, I did, and requested a response verifying he received .... no response ...   no one EVER answered customer service,  sales Never called me back (I have records of over 20 calls and 20 emails. Yes she did received her positions .... and at the time of delivery paid an additional $600.00, plus the fine she paid in [redacted] for the mattress and frame that the drivers left in the alley.  I called the owner again today and am awaiting a return call and e mailed 3 times with no response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1. The Mover company was contacted by phone several times and David, Mike and customer service person repeatedly refuse to come back and assemble my bed and fix the damaged wall of my apartment. The contract includes re-assembly of the furniture and driver, Alex, also agreed in writing to return back to fix the bed. So, Mover was aware of the dissatisfaction. As an alternate, I also asked for reiumbusment for reassembly cost, if I get handyman and Mover didn't agree to that, too.2. The screws for the bed were given to one of the crew member and those were, deliberately hidden underneath the cloths in dresser drawer. (The screws will not go by themselves underneath cloths, if not deliberately placed there.)3. Mover company has not explained why they didn't not accept bank certified check,  as per contract conditions.4. It doesn't serve any help to call them again, if they refused to address the issue several times before. They need to agree to come and fix the bed and damaged wall.5. I emailed the pictures of damaged goods to George, as per Mover's request and didn't get any response.I like to get a written response here, what the Mover wants to do, rather than calling and arguing.
Regards,
[redacted]

I hate that you feel as though you were misrepresented. Unfortunately, depending on materials, packing, crating, it can increase the rate of your CF. You say we have an increasing of negative reviews, which would be because business triples during the summertime as that is our peak season. Please...

keep in mind that we have entirely more positive reviews than negative reviews, we service approximately 4,000 moves per year. I would like to apologize for the experience you had with our company. At the same time, had we not protected your property properly, you would have bee susceptible to damages. We definitely don't intend to damage furniture but it can happen when items are being loaded and unloaded onto a truck that is traveling 1200 miles.

[redacted]First and foremost, I would like to apologize on behalf of the company for any inconvenience we may have caused. We've been trying to reach you using the phone numbers that we have on file and keep getting voicemail. We can pick you up on Wednesday, July 5, 2017 with an additional...

discount for the issues and miscommunication. If you decide to cancel, we will happily issue you a full refund of your deposit.Please let us know how you wish to proceed by calling [redacted] or [redacted]Thank you,Daphne B[redacted]

I was double charged for serviceI was told by the owner himself that the charges for his service are as follows: min 4 hrs moving + 1 hr for travel @ $120. Thats $600. It took them 7.5 hrs to move but that included the hour it took them to get to my house b/c they stopped for lunch. I'm not paying them to stop and eat. So, 7.5 hrs moving should only be $900. I was charged $1020. I was double charged for travel. I called the owner and tried to explain this and he kept disagreeing w/ me and said apparently we had more stuff than I told him we had over the phone (they didn't come and do a walk thru before moving day). So according to what the owner himself said, 4 hrs +1 hour for travel is $600 plus the additional 2.5 hrs for total of 7.5 hrs should've only been $900, not the $1020 I was charged.Desired SettlementI want my money backBusiness Response Contact Name and Title: [redacted] VPContact Phone: XXX-XXX-XXXXContact Email: [redacted]@movesuperior.comAfter speaking with Ms. [redacted] about her complaint to better understand what she was unhappy with and what kind of resolution she was seeking. We have agreed to refund the one-hour charge ($120) to her CC. Ms. [redacted] believes that the crew took longer than expected to travel between the origin and destination, delaying the move. We are unable to access our tracking system for the truck to provide details of the timing. So, in order to retain a good customer standing, we are providing the refund for that time. Thank you for choosing Superior Moving and we hope to be of assistance to you in the future. Consumer Response I am very happy with the action that Superior Moving provided though I will not recommend them to others for service. I was only given the refund due to their tracking system not working but I felt that if it had he would've taken his workers word over mine and I wouldn't have gotten my money back.Final Consumer Response