Viper Moving and Storage, Inc.

Review: Viper moving and storage gave me a quote of $3400, then they packed up all my stuff and when they where done they said that it was going to be an extra $3000, so I said unpack everything because that's not what my quote was, and I will get another moving company, they said they cant and said they will send my stuff to storage, so I ended up paying the total of $6400, because I had a date to be back in NC, then I get to the new home in North Carolina from California on 6/12/2014 and before I left they said they will ship my stuff as soon as I give them an address so I gave them the address on 6/16/2014, It is now 6/30/2014 and nothing has shown up, I got a call today saying there truck broke down and it will be a few more days until they can get here, I know is doesn't take 17 days to go 2400 miles. They will not pick up there business phone and the one that called me don't speak English. And no one can seem to help and now I have to miss out on 5 days of work and now maybe for due to, my work tools not showing up when they keep telling me they are almost here for 17 days now, and I don't know what to do. Thank youDesired Settlement: I payed way to much money for this kind of bad service to loose out on even more money. I don't expect a full refund but at lest half for the time I've spent on loosing out in work and paying for a hotel due to my beds not being here like they said.

Business

Response:

Hi. The customer had submitted a claim with regards to damage that we allegedly caused to his property during pickup. the customer has been in constant touch with the company's top ranking managers , and he understands that as a business we have got to wait for his claim to be processed with the insurance company. no doubt, once that is done , we'll see to I t the customer is happy and satisfied. Sincerely, [redacted] "Viper Moving & Storage" Customer care office manager. ###-###-####

Review: The service I received from Viper was much less than acceptable. I am a 67-yr old single woman who moved from California to Washington and paid them well over $5,000 for the move. Three men picked up my furniture and stored it for a couple of days, then only 2 men moved my things into my upstairs apartment; one unpacked the truck and the other moved everything upstairs, which is probably why so many things were destroyed. My [redacted] sound bar is gone, my microwave was shattered (they did give money to replace this), the light globe inside my apartment was broken, the computer desk I had just purchased must have been dropped because the keyboard drawer could not be opened and a screw underneath holding the tray was pulled out leaving a large broken hole. The bottom of my sewing machine case was totally destroyed, my angel figurines in a box marked fragile that I had carefully wrapped with bubble wrap were broken, the globe on top of my floor lamp was broken and not all the posts were attached to the frame of my bed. My footlocker was locked for which I do not have a key and had to break it open to get inside. For all of this I was offered $27 from the claim I submitted, which I refused as I consider their offer a joke. The service I received from Viper's movers is appalling. The amount I paid them and the service I received cannot be considered professional. There should have been at least 3 people unloading my things as they knew my apartment was upstairs; I had to pay extra for the stairs that I had given them a photo of. I basically paid them for driving my things, throwing them around and dropping them whenever it suited the movers.I have photos that show how my furniture was placed in my apartment which caused me much stress, and photos of all the damaged items and of the missing [redacted] sound bar.Desired Settlement: My [redacted] sound bar should be replaced, my computer desk needs to be replaced, my sewing machine needs a new case and I believe I paid way too much for the service I received that was less than acceptable, and I should receive a refund.

Business

Response:

To whom it may concern:We confirm the receipt of complaint ID [redacted] from Mrs. [redacted].We are really sorry to hear she had damaged items during her moving with us. We are surprised to see Mrs. [redacted] was offered just $27 from the claim she submitted and we would like to review that claim.For that I will need Mrs. [redacted] to complete the form attached here and send it back to us by email to [redacted] or by fax to the number ###-###-####. We will need a list of all the items that were damaged together with pictures of them. The photographs don’t need to be professional but just to be clear enough to see the extent of the damage. Once we receive the form and the pictures, we will review the damage done on her belongings and we will offer her a fair compensation.Feel free to contact me for any additional inquiry.[redacted]Customer Care RepresentativeViper Moving and StorageDirect Number: [redacted]Toll free number: [redacted]Fax: ([redacted]

Consumer

Response:

I submitted my complaint to you regarding Viper Moving back in March. The only response I received from them was they would send it to their claims department, [redacted], which I did (again) after initially sending them my complaints last year.

Review: I did everything Viper asked of me as accurately as possible when filling out the shipping estimate for the items that I wanted shipped with them. When they received the list from me,they assigned what they considered the cubic footage. I was never asked to provide cubic footage. They collected a $95 deposit, securing the date for them to arrive at my home. That date was February 25, 2016. On February 23, I receive a call; asking if they could come a day early and stated they would provide a discount of $120. I initially said "NO" because the $120 wouldn't cover my additional costs for motel and meals for 2 adults and a dog. We later negotiated a deal that was; $120 reduction, they'll add a refrigerator to the list of items to be picked-up at no cost and guarantee delivery to my new home on March 3, 2016.

So, the movers now arrived on the 25th (almost 3 hours late from the time they said they would arrive). Almost immediately upon arriving, one of the movers started advising me that it was going to cost more than the estimate, stating that there were many items that I wanted moved that were not on the list. Those items were on the list.

Long story short, the cost rose from an estimated $2600 to $3500; plus they wouldn't leave until paperwork was signed stating that I would pay 60% immediately. Then they indicated that additional charges will occur if their 53 foot truck is unable to access the new home..and once they arrive at the new home, they'll want the last 40% in cash only.

They represent themselves as honest; but they're anything but that. They're all about finding increases; while basically using extortion.Desired Settlement: I feel like it was extortion to make me sign a $700 increase over the original estimate; otherwise they would have to unload the truck. The extortion part is that I had to pay 60% of the new grand total of $3300 before they would leave my house. (I had to pay $1,980.00)

I want the remaining 40% ($1,320) reduced by $700. I want the payment to be a total of $620 upon delivery.

Thanks,

Business

Response:

Hello, We would like to let you know that we have faced great difficulties to communicate with this person, and eventually refused to move him. On the day of pick-up, Mr. [redacted], had more things to move than he originally told us. like every moving company - we charge for the actual space measured on the truck. And since the driver was looking at significantly more items onsite - we informed the customer that we are looking at something completely different than what he had described to us over the phone. Therefore, we gave him a revised estimate onsite - and offered him a revised fixed price - based on that visual estimate. a revised visual estimate is a legal requirement in this situation, and it needs to be done prior to loading the truck. Meaning - we did not load or do anything before getting Mr. [redacted] and his wife's consent on a price. He and his wife - authorized the final price for the job - and signed the paperwork. a few minutes after the truck left the location - we received a call from Mr. [redacted], he was trying to haggle the price, while we were already on our way back to the warehouse. we turned the truck and returned to his house, in order to unload his belongings - since he disagreed to the price he signed for. at that point - he literally begged us to move him - and approved the price again – so we agreed and drove back to our warehouse. the next day - we were shocked to find out he had posted a complaint through your website, before we had a chance to load his belongings on a shipment. Mr. [redacted]. called us right after posting the complaint, just to inform us - that it was posted. he then started to discuss the delivery time-frame and haggle the final price - for the third time. once again - disputing his own signature on the paperwork and contract. once we realized - he was using this complaint as a tool for extortion - we decided we are refusing to do any business with this individual. therefore, we feel obligated to let you know, we have refunded everything that we charged from him, and asked him to find another moving company to relocate his belongings. we also believe that his complaint does not reflect the way the we do business nor our true consumer experience. we never faced this kind of situation - this is the first time we find ourselves refusing a customer. attached is all the documentation - as a record for these events. we recommend for any company to avoid doing business with this individual we are proud to provide a clear and understandable service to all our customers. a customer cannot expect to move more things - that take more space on a truck - and not to pay for the additional cost of it. we trust the Revdex.com to distinguish between actual complaints to an aggressive haggling tactics Respectfully, [redacted] Viper Moving & Storage Customer Care [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. We are back in business again and I'm expecting my belongings to arrive in PA soon.

Review: [redacted] at Viper Moving and Storage notified me via email that my checking account would be credited [for services not fulfilled] by February 28th 2016[the email was dated January 27th 2016]. I checked with my bank on March 2nd 2016,and had not yet been credited.I subsequently called Viper,and was told that by [redacted] that the finance department would have my account credited by March 7th 2016.This again, has not been done and there are no pending transactions on my account .I have notified the Sacramento Police Department,as per instructions on the Attorney Generals website,but was informed that they do not handle this type of complaint.Desired Settlement: A complete credit to my checking account in a timely manner.

Business

Response:

Dear Sir, On Nov 20th , [redacted], scheduled a move with us - for Nov 22nd . On Nov 22nd he asked to reschedule his move for Nov 29th . On Nov 27th - he reconfirmed his move with us for the 29th On the scheduled day – Nov 29th - [redacted] was not available. Our driver drove to his pick-up address - and waited - [redacted] did not answer. On Dec 1st - [redacted] called - and asked to reschedule his move with us - and we rescheduled his move - for Dec 16th. On Dec 9th [redacted] called us and asked to reschedule his move for Dec 13th - asked for an earlier date with a 4 day notice. We are moving big volumes and trying to accommodate our customers' unexpected needs - and so we manage to secure An available spot for pick-up for [redacted] for the 13th. -on Dec 11th - We called [redacted] to confirm his move for the 13th - not surprisingly - he asked to reschedule it again for another week. Apparently - at that point, [redacted] was already in NM, making arrangements with his sister to meet us on pick-up location on his behalf. -Mr. [redacted]'s Sister, [redacted] - also asked to change the date of pick-up scheduled for Dec 21st - and at that point, we asked [redacted] for a $300 non-refundable deposit + the rest of the payment for the moving estimate prior to pick-up.in different words - [redacted] paid for his Moving estimate upfront - a total amount of $1770 divided to two payments. One of $1440 - and another payment of $300. The $300 is a non-refundable payment - and it also doesn't cover the time we have spent Rescheduling Mr. [redacted]'s move 8 times. We also came to his house more than once - during his cancelations. Eventually - when we came to pick-up his belongings. He did not agree to pay for additional charges such us - Disposable Packing Materials (stated on our terms on conditions). He asked to cancel his move with us - and we agreed to refund $1440 out of the $1770 paid. We have refunded the $1440 already. Attached is the credit card authorization form authorizing the transaction of $300 stating it is non-refundable. Since the payment was refunded - we are requesting this complaint to be removed. Thank you Viper Moving and Storage

Review: This company is horrible. My daughter got a moving truck that she and I paid for. Those thieving drivers stole my nearly new TV it was a 32 inch Flat screen. It was concealed in a box with a comforter around it. They took that too. They also damaged my end table and for all of that they wanted to give me $42. I paid almost $400 for that TV. On top of that they stole my granddaughters brand new sewing machine which was not notice that it was gone until later. We noticed the television was gone as they moved our things in.Desired Settlement: I want a replacement for the TV and my $50 comforter. They need to be careful who they hire because they are criminals. They got paid to move, not get what they want from others belongings. I have a chronic illness and do not have time for this. That is horrible service. I did not want a stinking $42, I want a television and a comforter. I am upset about my coffee table, but the TV and comforter is more important.

Consumer

Response:

The consumer states that the company paid for her to get a new television and that she is very happy with the way things turned out. The consumer states that the issue has been resolved.

Review: After looking on websites for movers my wife decided on Viper moving & storage. They stored our furnishings for a couple of months, when my wife was ready for our move to be completed in Richmond Hill Georgia she called them and they delivered our furnishings. Our original quote was 4990.00 but we ended up paying 8820.00 Reasons for complaint:1) When the movers showed up at our home they packed up our furniture, then the lead guy came in and told us that we would be charged more because we had more items then we told them. He proceeded to tell us that he could charge us by weight or charge us a flat rate. Before he was to arrive he was suppose to get us a empty tare weight on his vehicle and he didn't. I asked him how he could charge us by weight if he didn't have proof of weight, he told me that he could weigh the truck after he unloaded it. and send me a copy. Then he told us that the weight would make our bill much higher and we had to decide right then how we wanted to be billed. We decided on a flat rate of 7000.00 in addition he charged us 1820.00 for packing supplies after we agreed on a price, much of the packing supplies we had provided and they wrapped boxes and things that was totally unnecessary. We felt like at this point that we had no choice because we had to be out of the house and everything was loaded. We felt SCAMMED!2) we wanted insurance and was told we couldn't get it because we needed to sign up 3 days in advance. Hired mover 5 days before move and were not told about insurance rule.3) The pick up guy said he was marking every item loaded to be verified on delivery. When Our items were delivered to our Condo in Georgia, the lead guy was very rude to my wife and would not verify our boxes and furniture, because that's how we knew what we had. When she refused to sign bill of lading without verification the guy left without leaving a copy of bill. My wife kept every box and counted every Piece of furniture and the count was off by a lot. Pieces were exaggerated.Desired Settlement: My wife spoke with a person his name was [redacted] in customer service they discussed a possible 1500.00 refund and we have not heard back.after numerous calls we felt like we have no other course of action1500.00 refund would be what we want at this point. We feel like were owed more but we'll settle for 1500.00

Business

Response:

Dear [redacted] and Revdex.com:First of all, we apologize for any inconvenience you had

with our company.Regarding the cost of your moving, I see that the estimate

we gave you over the phone was based on a list of 61 items you provided us. We

loaded this information into a software provided by a federal agency that has a

database of average size of household goods in the United States. As a result,

we had that your belongings were going to occupy approximately 1143 cubic feet

and at a rate of $4.55 per cubic feet, the estimate was $5200.00. When we

showed up on the day of the pickup, we ended up loading not 61 items but 174

items. You are not actually being charged “by item” but this gives us an idea

that we had to load more items than what we were told. Since the final cost of

your moving is based on the actual space required on the truck, it is easy to

understand that more items will increase the price. This increase was not proportional

to the number of additional items. The price increased only $1800.00 which

moved the price to $7000.00 (without packing materials). As you can see on the

Bill of Lading we attach here, a lot of packing was required, and for packing

materials you had a total of $1822.00. The total cost of your moving was

$8820.00 for 2 reasons, as we already explained:1-You had more items that were not told to us when we gave you the quote over the phone2-There was additional packing materials that were required.I would like to mention that a few days after the pickup, we

received a call from you saying there was a mistake in the packing materials

since you were being charged $120.00 for mattress covers that you bought before

we arrived, we took responsibility for that and applied a discount for the

$120.00 for the mattress covers. We do not force our customers to move with us or to sign a

contract without their consent. We are required by law to give our customers a

revised visual estimate, which we did and you agreed by signing the contract.

Even if everything was loaded on the truck and you decide not to move with us,

we are required to unload everything back to your house. So, our customers have

control of that until the very last minute.Our jobs are measured not by weight but by space (cubic

feet). Since other companies use the weight system, we provide an estimate in

pounds so you compare our prices, but on the day of the pickup everything is

measured by space since it is the real indicator of the price. Weight is not a

precise way to calculate the cost of a move.Insurance: By law, we are required to offer a basic

insurance that covers $0.60 per pound. In case you want additional insurance,

you need to talk to an insurance company before the pickup since we do not have

a license to sell a full value protection insurance.We remember talking about the missing boxes with you. As we

informed you before, in case you have any damaged or missing item, you need to

send back the Claim Form we sent you in order to start with the insurance

process. We are not able to just give money for damaged or missing items

without an insurance process. I’m sending you again the claim form we send you

before. The process is very simple, you need to fill up the form with the

required information, send a list of damaged or missing items and attach

pictures just of the damaged items. Once you have all that, you need to send

all that information to our claims department who will process your claim. If

you are not satisfied with the result of the claim, we can talk again and with

that as a base, we can negotiate the amount for the compensation that you

consider is fair for your damaged and missing items.We are willing to work with you and offer a fair

compensation for all your inconveniences, but it is required that you send the

Claim Form to start the insurance process. This is the first step in order to

get to get this resolved. If

you need help sending the claim form, please let us know how we can help you

with that.Please, feel free to contact us directly to our Customer

Care department or through the Revdex.com if you consider necessary, to resolve all

your inconveniences.Regards.Viper Moving and Storage.

Review: When my items were picked up, I requested the free 30 days of storage. On Tuesday July 21, I requested my items be delivered to my new home as soon as possible. The agent said he would do his best and call me back with a delivery date. On Friday July 24st, I start calling the company again. no answer. Monday July 27, I call again. This time I am told to read my contract, they have 30 days to deliver my items, but most things are delivered in 7-10 days. I was very upset but decided to just wait. Tuesday Aug 4th I was called and told my items were being loaded into the truck and be to me in 2-4 days and I would get a call from the driver 24 hours before delivery. Friday Aug 7th I received the call from the driver. He said he would deliver between 1 and 2 pm on Saturday the 8th. On Saturday, I called the driver at 2:45. He says that he had an issue with the truck and could deliver Sunday first thing in the morning (8:30). He says he called the company to call me. I have gotten nothing from the company. When I called the company, they were closed. They also charged me much more than quoted. I was quoted about $1000 and was charged 2100$. When they picked up my items, I was totally accepting of the new charge.Desired Settlement: I feel the company should compensate some of the charges because I had to wait so long for my items to be delivered. My kids and I have been living in our apartment with no furniture, no comfort items, no toys, little kitchen items for the last 12 days. I request $500.

Business

Response:

Dear Revdex.com:As the Ms. [redacted] says, we offer 30 days of free storage from the day of the pickup to the first day she is ready for delivery. In this case, the pickup was made on 07/07/2015 ant the first the Ms [redacted] was ready for delivery was on 07/28/2015. There was never any charge for storage fees.Ms. [redacted] called on 07/22/2015, talked to me and informed me that her First Day Ready for Delivery was on 07/28/2015. As we inform from the first day we contact all our customers and before they are even booked, deliveries ON AVERAGE take between 7 to 14 business days from the first day ready for delivery. By contract, we have up to 30 days to deliver, again, from the first day ready for delivery. Finally, the customer was delivered on 08/09/2015 which is only 12 days from the first day she was ready for delivery. This is within the normal timeframe that we informed and there was no delay at all.Regarding the charges, I know the customer is not complaining about, but I want just to mention something. When we gave her the first quote, it was based on the list of items she provided us. We were provided a list of 52 items and according to our software provided by federal government, it was estimated to be 450 cubic feet. The price estimated was $1550.00. When we showed up, we picked up more items, a total of 81 items. Given the increase on the number of items, the price was adjusted since more space was required. On top of that, there was an additional cost for packing and labor for that packing. The final price including additional space, packing and labor for the packing was $2100.00. We attach here the Moving Estimate Ms [redacted] E-Signed on 05/22/2015. This document is not written in legal terms and it was made to describe our service in the easiest way possible. Also, we attach the paperwork signed on the Pickup. You can see on both documents the informed delivery date and you can also compare the number of items provided by the customer for the estimated price and the amount of items that were actually loaded the day of the truck.Since the day of delivery, we have never received any call or email from the customer asking for a compensation for what she claims was a "long wait" to receive her belongings. We understand that everything was delivered within the time frame informed even before the pickup. We do not feel the obligation to compensate her for deliver within the time frame that was correctly informed but we want all our customers to have a great moving experience and we will try to find the way to make her happy. We would like her to contact our Customer Care department who will be more than glad to assist her. Ms. [redacted] can contact us to the phone number (844) 807-7493 or by email to [email protected], let us know if there is anything else we can help you with.Regards.[redacted]Customer CareViper Moving & Storage

Review: I don't know what kind of company this is, but it is very unprofessional. I went with viper moving thinking it would make my move a breeze, nope got the complete opposite. I called for a quote with you and it was around $1,200 for all my items. So I set up a pick up date (06/25/2014) and the only date you had available mind you 2 days before I had to be out of my apartment. So the movers were supposed to arrive around 4-6 pm. I work mid shifts at my job so I thought what the heck. I'll put in a request of for work so they can pick it up. I kept calling them asking where they were no response till 9:30 p.m and the apartment management does not allow moving after 10:00 p.m. the movers did not arrive till 11:00 p.m. They were very late and it was a HUGE INCONVINCE. They also quoted us over $1,800. Witch was way more than the quote you gave me with all my items. How is that possible? So we couldn't afford that, the movers started insulting us about our money and told us to find a different company. How professional is that, and we had quotes with other companies but it was too late to go get their services. They were late by 6 hours, they insulted us and basically did not care about a paying customer. So we had to take off a huge amount of items on our list just to make this happen. We took off the desk, 2 bar stools, queen bed and box spring, 3 book shelves, TV Stand. And after all those items taken off they quoted us higher than what you did. How is that possible? Are you incable of doing you job, and giving quotes so you give low quotes and screw people over? Also having late, rude, and unprofessional movers. Today 7/20/2014 the movers are supposed to come today around 4:00-5:30 p.m. Guess what? I called and called and called he did not respond I called out of work to receive my items he finally calls me at 7:30p.m, saying "sorry my friend I can't make it today, I will be there first thing tomorrow morning". Now I have to miss another day of work. Who is gonna compensate for my timeDesired Settlement: Refund Of My Money.

Business

Response:

I’ve looked at Mr. [redacted]’s file:

· We’ve been trying- going out of our way here- to reconcile, unsuccessfully I’m afraid, the customer wouldn’t agree to anything.

· Despite the above, the customer has paid for the exact service he had ordered , signed our contract and knew additional charges may apply.

· A response to the Revdex.com was sent about a week ago – that’s actually the last comment on our log…sorry to hear you did not get it.

· We would love to have the customer call us so we can put an end to this.

· Enclosed is our contract as E-signed by customer.

Sincerely,

"Viper Moving & Storage"

Customer care office manager.

###-###-####

(09:00-16:00PST)

Review: Upon hiring their services the company gave me misleading information and quotes about square footage. They required me to provide them with a list of items and boxes for the inventory for which they assured me that all of my belongings would fit in 500 sq feet with a cost of approximately $1,700. I was also told that my belongings would be delivered to my new home address within 7 days from the pick up day. Two days prior to the pick up date my wife and I realized that we had 10 extra boxes, so we called Viper to inform them about it so that they would gives a quote for the extra square footage needed, to which their sales rep told us that we were ok with the 10 extra boxes and that everything would perfectly fit into the 500 sq feet of space.On the pick up day as soon as the foreman entered my apartment he said: "This won't fit in the truck, pick out the things you want us to load in the truck and I'll give you an estimate for the rest"We told him that we were assured that absolutely everything that was given in the inventory would fit including the 10 extra boxes. The foreman showed us how small actually 500 sq feet is and then told us we needed triple the amount of space. In the end it costs about $4,000 to put our stuff in the truck. The foreman also asked us to write a good review on yelp in order to give us a discount on the square footage. Our stuff was delivered over two weeks after pick up, and some items were damaged, also we were missing an item. I called the company and sent them pictures off all the damage and costs of about $1,000 in damages. Every single time I called they would put a different "manager" on the phone and they were all pretty rude and defensive about my complaints. They then told me to go trough their insurance company to claim the damages which I did immediately after. It has been two months since I sent the paperwork along with pictures and nothing has been resolved and no one has contacted us with any response.Desired Settlement: I would like for Viper Moving and Storage, Inc. to pay out for the damages and lost item, and for some sort of refund concerning the misleading information I was given about the square footage as soon as possible.

Business

Response:

Dear [redacted]:We are surprised to see this review, since we don’t have any record of a call or email of your complaint for the measurements or the cost of your moving.The quote given over the phone, was based on a list of 51 items (with the latest update), this information was loaded in a software provided to us by a federal agency. This software has a list of average sizefurniture and as a result, we got the estimate space required on the truck of 500 Cubic Feet. On the day of the pickup, before loading the truck, our crew gave you a REVISED VISUAL ESTIMATE. We loaded on the truck 68 items that took more than 500 cubic feet. We gave you then the price for the updated amount of space required which you agreed and signed the contract for that. We didn’t force you to move with us, and as it has been previously informed, the cost of your moving is based on the actual space required on the truck.Again, we are surprised that after the pickup, we never heard from you saying that you were not satisfied with the cost of your moving. We would have preferred if you have told us that before posting this review. We never negotiate the cost of a moving, based on leaving a good review or not. We do our best to provide an excellent service and create good reviews based on that.On 07/13/2015 we sent you a Claim Form to report the damaged items. Insurance claims take from 30 to 90 days to be resolved. You can call our claims department that is processing your claim, to the phone number that is in the Claim Form and they will be able to tell you the status of your claim process.We apologize for the damages, but rest assured that we will compensate you for any loss.Regards.Viper Moving and Storage.

Do not do business with this company. They will rip you off and leave you high and dry. Bunch of low life scums.

Review: Viper forced me to pay for extra charges that were almost double my original estimate upon pickup along with forcing me to pay all upfront before leaving for the trip, and I am disabled and I think they took advantage of me. They were not on time, and took , not 1 day but they took 2 days to load, forcing me also to change travel plans to go back home which cost me over 2000 additional charges and they did not make clear, nor address the contract situation properly thereby, changing my estimate from 6600 to 13000- and I had less on the truck than I had given them in the original inventory. Also, upon delivery, they came to unload with one person(the driver) forcing me to hire, at my own cost, additional men to move my stuff at the last minute and they also never called to inform me of the delivery time plus again, took 2 days to unload and not 1 day. Finally, I had over 26,000 in damages to my goods from them.Desired Settlement: Would like Viper to refund me, at the least, the amount of my travel costs and the claim I have put in for damages, based on full replacement value.

Review: I coordinated a move for my in-laws from CA to LA and worked with a customer service rep online. I provided her with the details of the move and based on her recommendations and quoted PRICE for the move, I decided to move forward with booking them for the move. Per the email I received from their Customer Service rep – it clearly stated the following:

Regarding the price, I’m including an extra discount and the final price is coming down to $1370. All of our quotes include the full door-to-door service with: loading and unloading, disassembly/reassembly, insurance, miles, tolls, taxes, fuel, moving pads to cover furniture and 30 days of free storage. It’s very important for you to bear in mind that we have NO hidden fees, we tell everything upfront. No fuel surcharge, nothing of that sort!However, it was NOTHING like we thought it would be. Between the cost going from $1370 to $4000, YES FOUR THOUSAND DOLLARS and dealing with one of the RUDEST supervisors ever, I can’t even tell you how displeased I am with this company.This company promotes: “We are the actual movers, and we own the trucks and storage, so we only charge for the actual space their belongings take on the truck.” However, HOW IS IT when I requested a copy of the contract they didn’t have a copy to send me. It took them 5 days and multiple calls to get a copy emailed to me and it was still the estimate indicating the final price of $1370!!! They did not ever send me a copy of the itemized list of items they picked up or any justification for the additional cost for the move in regards to additional space used, packing supplies and any other charges they tacked on.

They also indicated they would be able to store my parent’s belongings for up to 30 days as part of the original quote and when I spoke to them on Wednesday they said that would be NO problem. However, Thursday we get a call saying they were sorry but UNKNOWING to them, their truck had already left CA and their belongings would be delivered on Friday 3/18/16 regardless if they had anywhere to put them. HOW IS IT – you have no idea when your truck is leaving CA if you are the owner of these trucks??? I was also told the balance due would be charged to their credit card, however the driver demanded cash from my in-laws once he got there.

Each and every day it was something new with this company. Each and every time I called, I got someone new trying to explain to me how and why things changed with little to no resolution. I was hung up on by [redacted], their supervisor and given the run around for 5 days. The customer service is horrible and this entire experience has been quite ridiculous.Desired Settlement: Although they provided a courtesy discount of $400.00 from the final price, I still believe they overcharged my in-laws for them move and took advantage of them being an elderly company that did not fully understand what they were signing. My in laws had to purchase a storage unit for their belonging which is costing them $175.00 a month which I believe they should be responsible for since they promised 30 days of storage and then went back on their promise.

Business

Response:

Date: 03/28/2016 To: Revdex.com Re: [redacted] Dear Supervisor, We would like to begin by letting you know that this person - [redacted], is not our customer. She claims to be the coordinator of this move, but the legal binding contract we have is with [redacted] & [redacted] only. We never charged a cent from [redacted] - therefore never gave her any kind of service. Throughout this move, we communicated directly with the Customer - [redacted]. [redacted] is the one who signed the paperwork - he is the owner of the goods. During the delivery - we were trying to give [redacted] a discount - and there was an adjustment form needed to be signed in order for us to apply that discount prior to delivery (per [redacted]'s request). Mr. [redacted] apparently asked this person [redacted] to help him with faxing the form and signing it. Eventually she didn’t do it. For her own personal reasons. We apologize if [redacted] feels we were rude in any way – we never meant to be rude. We have to emphasize this point since this is a legal matter. We decided to give our customer a discount, and we told him we could adjust it after delivery. If the customer prefers having the adjustment done prior to unloading – we need to sign an adjustment form – since the amount that was going to paid was different than the amount he authorized on the paper work. This is an insurance requirement. Therefore – we sent him the adjustment agreement. When we explained to [redacted], she found this request to be rude. Our customer Mr. [redacted] however – completely understood and respected it. We faxed it to the storage facility where we dropped it off, and [redacted] signed the adjustment form himself (attached) Since [redacted] is not our customer - we don't expect her to know the contract. But there still 2 issues we would like to clarify anyways - Additional charges and Delivery time frame. Regarding additional charges. [redacted] received an estimate from us for 400 Cubic Ft. as he requested to us. We usually provide a estimate based on a list of items that can allow us to measure the approximate space required in our truck. In this case, this customer decided not to provide us with an inventory list. There could be different reasons for a customer not to provide an inventory list. Maybe [redacted] as the "coordinator" of this move insisted on a 400 Cubic ft. – Based on other quotes she received, maybe she based it on her own assumptions or experience – or maybe she just liked the price. Since we never received the list of items to be loaded in our truck, we never had the necessary tools to measure a more precise price quote. So we gave her a quote for 400 Cubic ft. of space – per her request. Just for to be clear. If not list is provided in the first place– than you cannot really call it a "price change". [redacted] Claims to be the "coordinator" of this move – but on the day of pick-up she was NOT present. Obviously she doesn’t know – but we've loaded close to a hundred items on to the truck – as a reference of a lot more than 400 CF. Also.. On our contract which our actual customer ([redacted]) signed on, we specifically mention disposable packing materials as an additional charge that may apply – like most moving companies – we charge for packing. (Attached in PDF) On pick-up day – [redacted] had authorized the additional charges of cubic ft. and packing. By the way – I think the real reason [redacted] is angry – is because she did not do a good job coordinating this move – not providing the right information-or any information at all. Our customer however – the one that paid – the legal owner of the furniture is not complaining. Regarding Delivery: On the day of pick-up, we asked the customer ([redacted]) when is his First available day for delivery. [redacted] Signed for IMMIDIATE DELIVERY – asking us to deliver ASAP. We did as he asked and loaded his stuff on a truck. For a direct delivery. A few days later- while the stuff were already in transit - [redacted] called us, asking us to keep the stuff for another week? Obviously that was not possible – but [redacted] refused to understand the basic logistics and the terms and conditions of our contract. We offer all our customers 30-days of storage. From the day of pick-up - to the customer's first available day. Once a customer informs us he is ready for delivery - his belongings are being loaded for shipment – that is based on the FIRST AVIALABLE DAY for delivery – written on the paper work (attached) We tried explaining to [redacted] – it is not possible to change the First available day for delivery while the furniture is in transit - but she refused to understand, and found it rude as well. The face that you misunderstood something - doesn't make it wrong. We are considering legal actions against [redacted]. All documents are attached. For you to consider. We are asking this complaint to be terminated. Please don’t hesitate to contact us for any further inquiries Thank you.

Business

Response:

Date: 03/28/2016 To: Revdex.com Re: [redacted] Dear Supervisor, We would like to begin by letting you know that this person - [redacted], is not our customer. She claims to be the coordinator of this move, but the legal binding contract we have is with [redacted] & [redacted] only. We never charged a cent from [redacted] - therefore never gave her any kind of service. Throughout this move, we communicated directly with the Customer - [redacted]. [redacted] is the one who signed the paperwork - he is the owner of the goods. During the delivery - we were trying to give [redacted] a discount - and there was an adjustment form needed to be signed in order for us to apply that discount prior to delivery (per [redacted]'s request). Mr. [redacted] apparently asked this person [redacted] to help him with faxing the form and signing it. Eventually she didn’t do it. For her own personal reasons. We apologize if [redacted] feels we were rude in any way – we never meant to be rude. We have to emphasize this point since this is a legal matter. We decided to give our customer a discount, and we told him we could adjust it after delivery. If the customer prefers having the adjustment done prior to unloading – we need to sign an adjustment form – since the amount that was going to paid was different than the amount he authorized on the paper work. This is an insurance requirement. Therefore – we sent him the adjustment agreement. When we explained to [redacted], she found this request to be rude. Our customer Mr. [redacted] however – completely understood and respected it. We faxed it to the storage facility where we dropped it off, and [redacted] signed the adjustment form himself (attached) Since [redacted] is not our customer - we don't expect her to know the contract. But there still 2 issues we would like to clarify anyways - Additional charges and Delivery time frame. Regarding additional charges. [redacted] received an estimate from us for 400 Cubic Ft. as he requested to us. We usually provide a estimate based on a list of items that can allow us to measure the approximate space required in our truck. In this case, this customer decided not to provide us with an inventory list. There could be different reasons for a customer not to provide an inventory list. Maybe [redacted] as the "coordinator" of this move insisted on a 400 Cubic ft. – Based on other quotes she received, maybe she based it on her own assumptions or experience – or maybe she just liked the price. Since we never received the list of items to be loaded in our truck, we never had the necessary tools to measure a more precise price quote. So we gave her a quote for 400 Cubic ft. of space – per her request. Just for to be clear. If not list is provided in the first place– than you cannot really call it a "price change". [redacted] Claims to be the "coordinator" of this move – but on the day of pick-up she was NOT present. Obviously she doesn’t know – but we've loaded close to a hundred items on to the truck – as a reference of a lot more than 400 CF. Also.. On our contract which our actual customer ([redacted]) signed on, we specifically mention disposable packing materials as an additional charge that may apply – like most moving companies – we charge for packing. (Attached in PDF) On pick-up day – [redacted] had authorized the additional charges of cubic ft. and packing. By the way – I think the real reason [redacted] is angry – is because she did not do a good job coordinating this move – not providing the right information-or any information at all. Our customer however – the one that paid – the legal owner of the furniture is not complaining. Regarding Delivery: On the day of pick-up, we asked the customer ([redacted]) when is his First available day for delivery. [redacted] Signed for IMMIDIATE DELIVERY – asking us to deliver ASAP. We did as he asked and loaded his stuff on a truck. For a direct delivery. A few days later- while the stuff were already in transit - [redacted] called us, asking us to keep the stuff for another week? Obviously that was not possible – but [redacted] refused to understand the basic logistics and the terms and conditions of our contract. We offer all our customers 30-days of storage. From the day of pick-up - to the customer's first available day. Once a customer informs us he is ready for delivery - his belongings are being loaded for shipment – that is based on the FIRST AVIALABLE DAY for delivery – written on the paper work (attached) We tried explaining to [redacted] – it is not possible to change the First available day for delivery while the furniture is in transit - but she refused to understand, and found it rude as well. The face that you misunderstood something - doesn't make it wrong. We are considering legal actions against [redacted]. All documents are attached. For you to consider. We are asking this complaint to be terminated. Please don’t hesitate to contact us for any further inquiries Thank you.