I firmly believe that $credit is very fair, as explained very well in my response that the cost of the extra materials used for boxes is way below the $suggested by youThe used 2-boxes by our movers to place the items from dressers, again a standard policy by many moving companies is way below the $credit which we applied I simply can't refund you the entire cost for the packing materials, as you suggestIf you have opted out for our Full service/Full packing move option, something that was offered when the estimate was submitted to you (at higher cost), no packing charges would have applied Our team did explain all options available to you at the time of the estimate and booking about the possibility of packing charges and those were also listed in the estimate we sent to you I stand behind our team and decision to empty the drawers to ensure safe transportation and minimizing the risk of damages and the use of the few boxes We acknowledge that there should have been better communication prior to your move that is our policy to empty dressers before we wrap them and move if they aren't already and that was the reason behind the $credit, which our team applied towards your balance due at the time of delivery After all we're human beings and sometimes thoughts slip through our mindsI regret that I will not be able to authorize full refund on your packing materials cost, as I and our team feels that we have done everything in our strength to protect your belongings and to inform you in advance that any packing charges that occur during the move will have to be paid for
To Whom it may concern, I was advised by *** from [redacted] to send you via e-mail my response to complaint # [redacted] Xpress Movers has reviewed the answer from [redacted] and has the following reply: Xpress Movers has gone above and beyond to try and meet all customers requirementsXpress Movers has apologized to [redacted] multiply times from [redacted] and [redacted] The claim is being processed by an authorized [redacted] agent and insurance company on behalf of Xpress MoversXpress Movers does not handle the claim directly and any issues in regards that may be re-directed to the claim company directly [redacted] has been provided with the claim company contact information [redacted] has had minimal communication with our representative [redacted] only via few e-mails for the damaged propertyThere was no other further communication from [redacted] Xpress Movers has followed and complied with all regulations Thank you! [redacted] Office Manager Xpress Movers Website: www.XpressMovers.com E-mail: ***@xpressmovers.com Toll Free: [redacted] ext Phone: [redacted] Fax: [redacted]
Thank you for providing this consumers complaint, we would like to offer the following response Xpress Movers provided an estimate in good faith based upon information provided by [redacted] Based on the information we received it was determined that [redacted] had approximately 5600lbs to move We sent a truck capable of carrying up to 9000lbs however on the date of service it was determined that [redacted] had additional items to be moved which had not been disclosed to usBecause of the added services and inventory, the move took longer to perform which is understandableBecause of the increase in the size of the move, some items could not be accommodated on the truck and were left behind [redacted] could have requestd that we return to collect those items however there would be a charge for that service which [redacted] apparently did not want to payWe regret that items may have been damaged during transitWe have an established claim process in place to assist our customers to which [redacted] was directed [redacted] ’s claim was reviewed by a qualified analyst, certified by the [redacted] [redacted] (***) based on the level of valuation coverage [redacted] chose on his contractA review of [redacted] ’s contract shows that was offered Full Valuation Coverage at an additional charge however he opted not to purchase the enhanced valuation and instead chose to transport his items at the released valuation level of coverage which limits carrier liability to $per pound for eligible items We did our best to assist [redacted] with his claim however we are not in a position to offer additional compensation [redacted] chose not to obtain additional coverage and therefore he is not eligible for or entitled to full replacement coverage for his damaged itemsThank you
Dear Sir, I wish to seek your help regarding a complaint I filed towards Xpress Movers. the complaint number is [redacted] . . The Business caused damage to many of my furniture, chandelier and lost a box containing expensive bags and winter coats. I have sent many emails to them, but I find their tone very disrespectful. I have spoken many times with [redacted] , who has been very rude and condescending at every encounter. They have assessed the weight of the damaged goods to be less than 300lbs, which is grossly incorrect. The damaged furniture include a mirrored 6 drawer dresser, another three drawer dresser, a 10 seater dining table, two night stands, a shelving unit and a large Tiffany Chandelier. The total weight of these items is way more than 300lbs. I admit that as I did not take additional insurance, I will get the minimal mandated compensation, but I dispute the weight calculation. I also want compensation for the damaged light fixture and the lost items. I am asking for a minimum of $ 500.00 and an apology from the Business. I really appreciate your help n resolving this. Many Thanks [redacted] *** [The Business in misquoting information and making incorrect statements. First: Prior to the move, I called and emailed [redacted] and mentioned that I have a fully furnished 4 bedroom Townhome/condo and wanted to make sure that the truck they send be sufficient. he assured me that he is sending a large enough truck. On the evening of the move, at 9:00 PM when the crew informed me that they have to leave behind some of my boxes, I asked the person to send another truck. I was informed that there was no available truck and they could do nothing for two days as all trucks were out. The statement that the h Business offered to end another truck the same night is incorrect as no such offer was made. Second: In the email response, the Business has estimated the weight of my move to be 9000 lbs. Per their checklist, which their senior move supervisor filled out, they damaged the following furnitures: A six draw dress with mirror, a 10 seating Dining Table, a 5 drawer dresser, two night stands, a book case/shelving unit and a wall [redacted] chandelier. The total weight of these damaged goods cannot be just 350 lbs when my total move weight is 9000 lbs. Anyone who is seen large furniture would know that the weight of the damaged items clearly is more than 600 lbs. I dispute their estimate of damages to be 3000 lbs. Third: The Business is a moving company. It is their mission to move items without causing damage. As a paying customer, I expect my items to be moved and delivered without damage. I understand, accidents are inevitable, but the chips and dents are not accidents, they are caused by incorrect handling and rough use. Fourth: The Business lost one of my boxes which contains leather hand bags and winter coats. I do not see that reflected in their claims/reimbursement. It will cost me much more to replace these damaged items.The amount I am asking for will barely cover the repairs. I hope the Business will do what is moral and fair in resolving this situation. Thanks [redacted] .] Regards, [redacted]
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint
I am not sure why the business' focus keeps shifting from my point...the bottom line is that we were not told (in advance) that the dresser drawers had to be emptied; otherwise, we would have gotten our own boxes and emptied the drawers (as opposed to being forced, at the moment, with no other recourse than to use the movers' supplies and incur the additional $supplies charge - of which a $credit definitely is not fair, since we were not made aware of the requirement (to empty the drawers) in advance). Additionally, good customer service owns up/is accountable (in instances of no/miscommunications - be it an oversight, slip of their mind, etc.) and does all they can to rectify the situation, in a fair/honest attempt to make the customer whole (afterall, that $was less than 10% of the entire bill); and, surely, a company should feel that their reputation is well worth more than that!
After reading and evaluating the customer reply Xpress Movers
response is:
Information provided to Xpress Movers indicated 5600lbsItems were confirmed with *** *** few days prior to the move*** *** did not make any changes to the item list he initially provided to Xpress MoversIn the evening *** ***was offered the movers to come back that very same night to collect the additional items left behind, and the offer was refusedThen upon conversation with the office *** *** was explained that due to no availability Xpress Movers will not be able to do so within the next few days and *** ***stated he will be moving those items himselfWhen the preposition was refused, Xpress Movers can continue against the customer requirements and specifications
The estimation to the entire load being 9000lbs is a rough guess and an exact weight can not be determined until weight of shipmentThe estimation was based on the size of the truck sent to the job location for pick upXpress Movers can not guarantee that damages will not occurAlthough we try everything we can to avoid those, it is no guarantee that it will not happen or occur.
*** *** was offered reasonable reimbursement based on the insurance coverage selected by himUnfortunately with the Limited Liability Option, Xpress Movers is limited to reimbursementSince *** *** was not happy with the reimbursement offered he was defer to his home owner's insurance to seek full reimbursementXpress Movers offers a third party insurance coverage besides the basic liabilityIt is not Xpress Movers responsibility what coverage will the customer choose
Xpress Movers has fulfilled the contract and has fallen every step of the way to assist *** *** in filing the claim form and be reimbursed in accordance with the selected coverage
Dear ***,
Each mover has different practices of how they handle furniture pieces and ways to protect furniture from damages and movers from injuries.
There are few facts that you have missed to mention in your complaint, which I think is very unfair as our goal is to minimize damages to
furnitue and injuries to our teamIn your case the dresser had a marble top, which adds to the total weight of it and generally it's not a good practice to keep items and clothes inside of them for a long distance transportation
One reason for that is that the added extra weight inside the dresser could damage it from the vibrations/shaking during it's journey in the moving van
We have not forced you into this decision, this is a standard procedure being done by many movers including us, I'm sorry that you don't agree with it, as it's place in the best interest of you - our customer to protect the belongings from damages and for protection of our movers from injuriesThe cost of the materials is something I'm sure you were well aware of in advance that those aren't included in your initial estimate.
An item with so much weight presents greater risks if drawers at full, in addition to the fact that carrying down stairs extra weight in a full dresser is of no benefit to anyone involved in the moveThe cost for packing supplies included additional items that needed packing for protectionThe total cost of supplies all items that needed protection in your move were $212, with the majority not being used for the dresser in question.
When we offered fair $reduction for the supply costs and good faith for not being aware of this policy of ours, which you accepted and still thought it was unfair
Up until this point we had felt our professional services had resulted in a smooth move without any negative instancesSince all documents note that if supplies are required they would be added as additional charges at our published ratesIn our humble opinion charges for supplies are reasonable and not excessiveThey also served their purpose for protecting your property that was being shipped and have resulted in a no damage moveAdvance notice of supply charges was provided with the exception of the dresserIf the dresser had conformed to a standard weight wood top, this could have been avoided, unfortunately for both parties that was not the case
The $credit was fair and reflected the results of us not properly communicating with you our policy of how we handle dressers
Thank
you for providing this consumers complaint, we would like to offer the
following response. Xpress Movers provided an estimate in good faith
based upon information provided by [redacted]. Based on the
information we received it was determined that [redacted] had
approximately...
5600lbs to move. We sent a truck capable of carrying up
to 9000lbs however on the date of service it was determined that [redacted] had additional items to be moved which had not been disclosed
to us. Because of the added services and inventory, the move took longer
to perform which is understandable. Because of the increase in the size
of the move, some items could not be accommodated on the truck and were
left behind. [redacted] could have requestd that we return to
collect those items however there would be a charge for that service
which [redacted] apparently did not want to pay. We
regret that items may have been damaged during transit. We have an
established claim process in place to assist our customers to which [redacted] was directed. [redacted]’s claim was reviewed by a
qualified analyst, certified by the [redacted]) based on the level of valuation coverage [redacted] chose on his contract. A review of [redacted]’s contract
shows that was offered Full Valuation Coverage at an additional charge
however he opted not to purchase the enhanced valuation and instead
chose to transport his items at the released valuation level of coverage
which limits carrier liability to $0.60 per pound for eligible items. We
did our best to assist [redacted] with his claim however we are not
in a position to offer additional compensation. [redacted] chose not
to obtain additional coverage and therefore he is not eligible for or
entitled to full replacement coverage for his damaged items. Thank you.
Xpress Movers was hired by Mr. [redacted] for services from [redacted], MA to [redacted], MA. Upon delivery a small scratch occurred to the hardwood floor at the delivery address. Customer has obtained few estimates from contractors. A floor specialist/contractor, and a representative of Xpress Movers, was sent...
to Mr. [redacted] residence to review the scratch. The contractor has stated it is a minor scratch and that the estimates Mr. [redacted] has obtained were high and did not require all the work presented in those estimates. Due to floors being under warranty only one contractor can perform work on those. Xpress Movers did receive 2 estimates provided by the customer, and another one for $955. The $955 was acknowledged by e-mail. (E-mail correspondence can be provided upon request).Shall not have been for the warranty Xpress Movers would have fix those for Mr. [redacted]. Since independent contractor can not operate, so that customer can keep the warranty, Xpress Movers has offered Mr. [redacted] $300 reimbursement, based on what Xpress Movers was told that it will really cost for the repair of the floors. Customer came back and declined the offer of Xpress Movers, so in a good will he was offered $400. In e-mail correspondence between customer and Xpress Movers, Xpress Movers never stated that will reimburse customer $955. Mr. [redacted] has already filed a complaint with Xpress Movers, by notifying us of the damage and submitting pictures. There is no claim form for scratched floors, if that is Mr. [redacted] referring to. He did sent a company representative pictures of the floor. We have been waiting for his reply to the $400 offer. Xpress Movers has done everything possible to resolve the issue, and have been in touch with the customer.
To Whom it may concern,
I was advised by [redacted] from [redacted] to send you via e-mail my response to complaint #[redacted].
Xpress Movers has reviewed the answer from [redacted] and has the following reply:
Xpress Movers has gone above and beyond to try and meet all customers requirements. Xpress Movers has apologized to [redacted] multiply times from [redacted] and [redacted].
The claim is being processed by an authorized [redacted] agent and insurance company on behalf of Xpress Movers. Xpress Movers does not handle the claim directly and any issues in regards that may be re-directed to the claim company directly. [redacted] has been provided with the claim company contact information.
[redacted] has had minimal communication with our representative [redacted] only via few e-mails for the damaged property. There was no other further communication from [redacted].
Xpress Movers has followed and complied with all regulations.
Thank you!
[redacted]
Office Manager
Xpress Movers
Website: www.XpressMovers.com
E-mail: [redacted]@xpressmovers.com
Toll Free: [redacted] ext. 2
Phone: [redacted] Fax: [redacted]
[redacted], Thank you for taking the time and file this complaint on the Revdex.com. We completely disagree with your statement. Your statement is incorrect and does not contain truthful information. At time of booking the arrangement you had with Xpress Movers was for your items to come into storage. On...
or about July 10-12th you contacted the office requesting delivery on or about July 14-15th. With 2-3 days notice moving cross country is not enough time. At time of booking you were advised that we need more than few days notice for delivery, considering the mileage. Your items were delivered on July 28th. There was no such delay of 20 days as you are saying. By your contract, Xpress Movers has 21 business days to deliver your goods from the first available date for delivery. Please refer to your contract. You had multiple conversations with [redacted], and [redacted] explaining you when our next truck is scheduled for IL. [redacted] confirmed that in one of the conversation with you, you did explain to you that we need more than 2-3 day notice for over 1000 miles moving. At time of the visual estimate, items in closets were not shown to the estimator. along with other items. Your initial estimate was based on 92 items, and movers have picked up 119 items, an increase of 27 items. Your pick up did not have a delay. Movers did arrive at your residence on or about 9-10 am. Items that were disassembled were re assembled back the way there were at origin. Shall you have had different requests upon delivery, you were more than welcomed to advice the movers. Including in the complaint the reassembly on your furniture almost a month after you took the delivery seems a little bit odd to us. If there was an issue you could have called the office immediately. The estimate form sent to you clearly stated that this is just an estimate. An exact price can not be given. The visual estimate, along with the phone estimate is to give the customer a sense of pricing, so that the consumer can budget accordingly. We notify all of our customers in writing and verbally to keep in mind that the price is estimate only. Your total estimated price was $3450, and your final price came to $4961. Also you were not charged for storage of $300, but just for labor for loading and offloading, as per your contract. That seems very unappreciated on your end. Xpress Movers has fulfilled its contract in the best possible way given the circumstances. None of your items were damaged, and all of your items were received in satisfactory condition.
Dear [redacted], First, you could have called the office and simply ask for the final invoice to be re-send to you. When our customers need a final balance due, normally they call the office and ask for that, not through a complaint. Anyone here in the office would have gladly sent you the invoice. A final invoice will be re-send to you. Please make sure you check your spam folder as well. And If you have not received it again, please call the office directly. Second, the delivery dates, again you were never told it will take another at least few weeks. That is a false statement. [redacted] has clearly stated your delivery will be end of next week-beginning of the following week. As you were explained by [redacted], you will get a call mid next week with more update for the delivery dates. We apologize that the accident we could not predict and the truck break down are impacting you so much! Unfortunately we could not see those two things coming, in order to avoid them. It is such a shame for us to not be able to predict those. We are so sorry that Xpress Movers will not be able to honor the estimated delivery window!As stated on your contract all delivery dates are estimates only. We work as hard as we can in order to accommodate all of our customers the best possible way. Unfortunately there are things we have no control over, so that we can deliver you by the 7-8th.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.
I am not trying to tell the movers how to do their jobs (to protect from furniture damages or movers injuries); nor, do I have an issue with paying for weight overages (which I paid - no questions asked)...the problem is me being charged and having to pay for supplies used (with no other recourse, in the moment, on the day of the pick up and move), as a result of a requirement (drawer emptying) that we were not made aware of (in advance). And, a $60 credit (on a $212 additional charge) definitely is not fair, when the policy/requirement was not relayed (to us, in advance).
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am not confused at all, the number of tagged items per your pick up sheet were not delivered. Your written description is wrong per the driver, I was told to count and verify that all tags were accounted for which was done at pick up. I have sent you a list of the missing tagged boxes/bins/items .... your written description was incorrect per the driver as he stopped writing items down and advised that the total tags were what I needed to be concerned with. I have finished unpacking, sent a list of missing items and other than being told to fill out a claim form there has been no update on my items and where they may be. I have no signed receipt of delivery, my delivery date range was on my pick up sheet, not verbal .... I would like some kind of update on the location of my items and when they may be delivered. I have emailed several times and am told they are checking, it has been 15 days .... Also, on delivery the driver inadvertently gave me another persons item - red tag not yellow like mine - I had him remove as it was not mine - I am sure mine were delivered to someone else in error - and would like to know what efforts have been made to find them.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. In my initial complaint, I stated that I do not have a confirmed date for delivery of my goods. Xpress Movers responded that they have problems outside of theircontrol, but that I did not listen carefully enough to their office manager that I would have my goods within two weeks, by July 21. That response was dated July 6th. I then responded that I had three conditionswhich needed to be met before I would close the complaint: final invoice, confirmed delivery date, and delivery of my goods, intact and complete, on that date. Xpress Movers then insisted thatdelivery of my goods would be “end next week, beginning of the following week.” The response from Xpress Movers was dated July 11. That would put the date somewhere between July 18-July20. We telephoned [redacted] on July 16th; we were told that a trailer would be loaded on Saturday or Sunday, July 18th or 19th from a sister company and we would receive an update fordelivery on Monday or Tuesday, July 20 or 21 as to delivery date. While I have received a final invoice, dated July 11, I still do not have a confirmed delivery date, and obviously, mygoods. I therefore have to request that this complaint remain open until Xpress Movers expeditiously confirms a delivery date, and delivers my goods, intact and complete, on that date. While there is a plan from Xpress Movers, it remains to be seen whether that plan is implemented, whether something else occurs to hinder that plan, or whether I will need continued assistance from Revdex.com. After I receive my goods, I will update and close this complaint.
Regards,
[redacted]
Dear [redacted],We do apologize about the service you have received. What the driver have told you is simply unacceptable and unprofessional. Xpress Movers is a company that is proud with its reputation and your complaint has made us feel terribly sorry about the delivery service you have received. When...
you talked with our office manager, you were explained the difficult situation we are experiencing and the alternative resolution we have found for you - getting your households delivery by one of our sister companies. In a difficult situations like this we keep striving to provide the best service we can, despite the fact that we are very limited with the control of another company's driver. We do apologize that you drove twice to your [redacted] residence to meet the driver. Regardless if it is our driver or not, each customer receives a 24 hours call with an approximate time of arrival. Your initial delivery was originally scheduled towards the end of June and as you stated you wanted delivery the beginning of July. We did confirm with you that the truck will be in [redacted], SC after the 4th of July weekend. All of our delivery windows are estimates and as much as we strive to meet them sometimes unexpected events happen that we do not have control over. Your contract states that we are allowed 21 business days for delivery from the fist available delivery date stated on the contract. The discounted amount you have requested seems too high. We will review the situation and will get back to you with the resolution. Once again, please accept our sincere apology!Tell us why here...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Thank you for your response.It will be an eye opener for me to know why you think I will file a complaint with misleading & wrong information. Who is misleading who?1) Look at my e-mails to you or the complaint trail or our exchanges here in Revdex.com. I have always said that I called you on "08-Jul-2016" , and e-mailed you as well, to ask you to deliver my goods. You chose another date (13/14-Jul-2016) completely out-of-context to say that you delivered in 2 weeks since the time I notified you the 1st time. When did I notify you the 1st time to deliver my goods? It was on 08-Jul and not 13/14-Jul.2) I did not hide stuff or prevent your Moving Specialist from looking anywhere in my apartment. I did not purchase or add any new stuff in my apartment since the time your Moving specialist did the visual inspection. I did not tell your Moving Specialist to ignore certain items but later told the movers to pick those as well. The major issue I have with your Moving service, over and above anything else, is that your estimates are totally and completely unreliable for budgeting. I have not said that I expected 100% accuracy. That can never happen. I understand. What you have not said is, what is your acceptable margin of error, in percentage terms, between your initial estimate and final actual charges? Do you have any boundaries? or you completely put the blame on the customer on anything and everything in case they dare to complain, like me, and everything you do / did is right and acceptable and with no mistakes whatsoever.3) You have also repeatedly been stating that ..."Your items were delivered in the condition they were picked up and without any damage.". Did I tell you so? Did you unpack all of the boxes to know if they were delivered in the condition they were picked up? I chose not to get into this aspect. I consider this minor in comparison to the 'initial cost estimation' blunder.
Regards,
[redacted]
Dear [redacted], Thank you for taking the time to posting this negative complaint. In regarda to your statements we will have to disagree with you for the following and address the correct information according to your contract: - Your items were never picked up on December 19th. They...
were picked up on December 23rd, right before Christmas. Initially you requested the items picked on December 24th, which is Christmas Eve. - No one of our representatives confirm such thing, due to the nature of the business. We strive to protect all of our customers belongings by wrapping them, but there is no such guarantee that an item may break. It is unfortunate that this happened to you.- When a load gets out, the free space is being taken by another load. Thus the reason for us taking about a month to try and locate the box, you notified us that may be missing. - On February 10th, an e-mail was sent to you in regards on how to file claim for damages. - On April 4th you finally completed the claim form and mailed it to vendor, Xpress Movers uses for processing claims. - On or about June 6-8th, Xpress Movers was contacted to send over a copy of your contract and inventory sheet. - Processing claims can take up to 90 days from the day the from was received, as stated on the form and instructions. - Upon delivery it is the customer responsibility to check on all items while being offloaded. - Prior to reserving the move, an estimate form was sent out to you that lists your insurance options. The amount requested by you cannot be processed, due your coverage selected. Please refer to your contract, and the attached files. - Delivery dates are mere estimate. Realistically in Holiday season, delivery may even take longer. As per your contract and the terms and conditions (also attached), delivery can take up to 21 business days. Your contract states "1st date avail. for delivery". That does not guarantee any delivery dates. A representative went over with you in regards expedited delivery and many other services that Xpress Movers provides. On a good will, Xpress Movers is willing to offer you a compensation of $100. We do understand you are upset, but we never make promises that we cannot keep. We have gone above and beyond to get your items to you the fastest we can, given the holiday season of Christmas and New Year. We are also entitled to have some family time around the holidays!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. There has never been any agreement with the company about the written inventory. I verified the yellow tagged items - which I was told was the proper amount of items - as in boxes, mattresses, tv etc when my items were loaded. The written description has never been correct, I only had 7 paintings, not 10, one large mirror, no small mirror. The day of delivery, instead of resolving the discrepancy the driver and helper left and would not remain to take the inventory of missing item numbers. The company has accused me many times of agreeing with them when I have not. I have additional emails and pictures that I am unable to upload, if you provide an email address I can send them to you to further substantiate my claim.I am missing so much at this point and the company has done nothing to locate or deliver.Again, I was able to confirm and verify the yellow tags when they were picked up at my location for deliver, several were missing upon delivery to my new location and the company did nothing to resolve, and would not resolve that day, instead again they left my premises without a signature from me, nor would they supply a copy - I have cell picture with my notes if I can email to you.I would like my items ASAP or some kind of resolution, they took full payment and athat was where they seemed to end their service, not caring if anything was missing
Regards,
[redacted]
I firmly believe that $60 credit is very fair, as explained very well in my response that the cost of the extra materials used for boxes is way below the $212 suggested by you. The used 2-3 boxes by our movers to place the items from dressers, again a standard policy by many moving companies is way below the $60 credit which we applied.
I simply can't refund you the entire cost for the packing materials, as you suggest. If you have opted out for our Full service/Full packing move option, something that was offered when the estimate was submitted to you (at higher cost), no packing charges would have applied.
Our team did explain all options available to you at the time of the estimate and booking about the possibility of packing charges and those were also listed in the estimate we sent to you.
I stand behind our team and decision to empty the drawers to ensure safe transportation and minimizing the risk of damages and the use of the few boxes.
We acknowledge that there should have been better communication prior to your move that is our policy to empty dressers before we wrap them and move if they aren't already and that was the reason behind the $60 credit, which our team applied towards your balance due at the time of delivery.
After all we're human beings and sometimes thoughts slip through our minds. I regret that I will not be able to authorize full refund on your packing materials cost, as I and our team feels that we have done everything in our strength to protect your belongings and to inform you in advance that any packing charges that occur during the move will have to be paid for.
I firmly believe that $credit is very fair, as explained very well in my response that the cost of the extra materials used for boxes is way below the $suggested by youThe used 2-boxes by our movers to place the items from dressers, again a standard policy by many moving companies is way below the $credit which we applied I simply can't refund you the entire cost for the packing materials, as you suggestIf you have opted out for our Full service/Full packing move option, something that was offered when the estimate was submitted to you (at higher cost), no packing charges would have applied Our team did explain all options available to you at the time of the estimate and booking about the possibility of packing charges and those were also listed in the estimate we sent to you I stand behind our team and decision to empty the drawers to ensure safe transportation and minimizing the risk of damages and the use of the few boxes We acknowledge that there should have been better communication prior to your move that is our policy to empty dressers before we wrap them and move if they aren't already and that was the reason behind the $credit, which our team applied towards your balance due at the time of delivery After all we're human beings and sometimes thoughts slip through our mindsI regret that I will not be able to authorize full refund on your packing materials cost, as I and our team feels that we have done everything in our strength to protect your belongings and to inform you in advance that any packing charges that occur during the move will have to be paid for
To Whom it may concern, I was advised by *** from [redacted] to send you via e-mail my response to complaint # [redacted] Xpress Movers has reviewed the answer from [redacted] and has the following reply: Xpress Movers has gone above and beyond to try and meet all customers requirementsXpress Movers has apologized to [redacted] multiply times from [redacted] and [redacted] The claim is being processed by an authorized [redacted] agent and insurance company on behalf of Xpress MoversXpress Movers does not handle the claim directly and any issues in regards that may be re-directed to the claim company directly [redacted] has been provided with the claim company contact information [redacted] has had minimal communication with our representative [redacted] only via few e-mails for the damaged propertyThere was no other further communication from [redacted] Xpress Movers has followed and complied with all regulations Thank you! [redacted] Office Manager Xpress Movers Website: www.XpressMovers.com E-mail: ***@xpressmovers.com Toll Free: [redacted] ext Phone: [redacted] Fax: [redacted]
Thank you for providing this consumers complaint, we would like to offer the following response Xpress Movers provided an estimate in good faith based upon information provided by [redacted] Based on the information we received it was determined that [redacted] had approximately 5600lbs to move We sent a truck capable of carrying up to 9000lbs however on the date of service it was determined that [redacted] had additional items to be moved which had not been disclosed to usBecause of the added services and inventory, the move took longer to perform which is understandableBecause of the increase in the size of the move, some items could not be accommodated on the truck and were left behind [redacted] could have requestd that we return to collect those items however there would be a charge for that service which [redacted] apparently did not want to payWe regret that items may have been damaged during transitWe have an established claim process in place to assist our customers to which [redacted] was directed [redacted] ’s claim was reviewed by a qualified analyst, certified by the [redacted] [redacted] (***) based on the level of valuation coverage [redacted] chose on his contractA review of [redacted] ’s contract shows that was offered Full Valuation Coverage at an additional charge however he opted not to purchase the enhanced valuation and instead chose to transport his items at the released valuation level of coverage which limits carrier liability to $per pound for eligible items We did our best to assist [redacted] with his claim however we are not in a position to offer additional compensation [redacted] chose not to obtain additional coverage and therefore he is not eligible for or entitled to full replacement coverage for his damaged itemsThank you
Dear Sir, I wish to seek your help regarding a complaint I filed towards Xpress Movers. the complaint number is [redacted] . . The Business caused damage to many of my furniture, chandelier and lost a box containing expensive bags and winter coats. I have sent many emails to them, but I find their tone very disrespectful. I have spoken many times with [redacted] , who has been very rude and condescending at every encounter. They have assessed the weight of the damaged goods to be less than 300lbs, which is grossly incorrect. The damaged furniture include a mirrored 6 drawer dresser, another three drawer dresser, a 10 seater dining table, two night stands, a shelving unit and a large Tiffany Chandelier. The total weight of these items is way more than 300lbs. I admit that as I did not take additional insurance, I will get the minimal mandated compensation, but I dispute the weight calculation. I also want compensation for the damaged light fixture and the lost items. I am asking for a minimum of $ 500.00 and an apology from the Business. I really appreciate your help n resolving this. Many Thanks [redacted] *** [The Business in misquoting information and making incorrect statements. First: Prior to the move, I called and emailed [redacted] and mentioned that I have a fully furnished 4 bedroom Townhome/condo and wanted to make sure that the truck they send be sufficient. he assured me that he is sending a large enough truck. On the evening of the move, at 9:00 PM when the crew informed me that they have to leave behind some of my boxes, I asked the person to send another truck. I was informed that there was no available truck and they could do nothing for two days as all trucks were out. The statement that the h Business offered to end another truck the same night is incorrect as no such offer was made. Second: In the email response, the Business has estimated the weight of my move to be 9000 lbs. Per their checklist, which their senior move supervisor filled out, they damaged the following furnitures: A six draw dress with mirror, a 10 seating Dining Table, a 5 drawer dresser, two night stands, a book case/shelving unit and a wall [redacted] chandelier. The total weight of these damaged goods cannot be just 350 lbs when my total move weight is 9000 lbs. Anyone who is seen large furniture would know that the weight of the damaged items clearly is more than 600 lbs. I dispute their estimate of damages to be 3000 lbs. Third: The Business is a moving company. It is their mission to move items without causing damage. As a paying customer, I expect my items to be moved and delivered without damage. I understand, accidents are inevitable, but the chips and dents are not accidents, they are caused by incorrect handling and rough use. Fourth: The Business lost one of my boxes which contains leather hand bags and winter coats. I do not see that reflected in their claims/reimbursement. It will cost me much more to replace these damaged items.The amount I am asking for will barely cover the repairs. I hope the Business will do what is moral and fair in resolving this situation. Thanks [redacted] .] Regards, [redacted]
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint
I am not sure why the business' focus keeps shifting from my point...the bottom line is that we were not told (in advance) that the dresser drawers had to be emptied; otherwise, we would have gotten our own boxes and emptied the drawers (as opposed to being forced, at the moment, with no other recourse than to use the movers' supplies and incur the additional $supplies charge - of which a $credit definitely is not fair, since we were not made aware of the requirement (to empty the drawers) in advance). Additionally, good customer service owns up/is accountable (in instances of no/miscommunications - be it an oversight, slip of their mind, etc.) and does all they can to rectify the situation, in a fair/honest attempt to make the customer whole (afterall, that $was less than 10% of the entire bill); and, surely, a company should feel that their reputation is well worth more than that!
After reading and evaluating the customer reply Xpress Movers
response is:
Information provided to Xpress Movers indicated 5600lbsItems were confirmed with *** *** few days prior to the move*** *** did not make any changes to the item list he initially provided to Xpress MoversIn the evening *** ***was offered the movers to come back that very same night to collect the additional items left behind, and the offer was refusedThen upon conversation with the office *** *** was explained that due to no availability Xpress Movers will not be able to do so within the next few days and *** ***stated he will be moving those items himselfWhen the preposition was refused, Xpress Movers can continue against the customer requirements and specifications
The estimation to the entire load being 9000lbs is a rough guess and an exact weight can not be determined until weight of shipmentThe estimation was based on the size of the truck sent to the job location for pick upXpress Movers can not guarantee that damages will not occurAlthough we try everything we can to avoid those, it is no guarantee that it will not happen or occur.
*** *** was offered reasonable reimbursement based on the insurance coverage selected by himUnfortunately with the Limited Liability Option, Xpress Movers is limited to reimbursementSince *** *** was not happy with the reimbursement offered he was defer to his home owner's insurance to seek full reimbursementXpress Movers offers a third party insurance coverage besides the basic liabilityIt is not Xpress Movers responsibility what coverage will the customer choose
Xpress Movers has fulfilled the contract and has fallen every step of the way to assist *** *** in filing the claim form and be reimbursed in accordance with the selected coverage
Dear ***,
Each mover has different practices of how they handle furniture pieces and ways to protect furniture from damages and movers from injuries.
There are few facts that you have missed to mention in your complaint, which I think is very unfair as our goal is to minimize damages to
furnitue and injuries to our teamIn your case the dresser had a marble top, which adds to the total weight of it and generally it's not a good practice to keep items and clothes inside of them for a long distance transportation
One reason for that is that the added extra weight inside the dresser could damage it from the vibrations/shaking during it's journey in the moving van
We have not forced you into this decision, this is a standard procedure being done by many movers including us, I'm sorry that you don't agree with it, as it's place in the best interest of you - our customer to protect the belongings from damages and for protection of our movers from injuriesThe cost of the materials is something I'm sure you were well aware of in advance that those aren't included in your initial estimate.
An item with so much weight presents greater risks if drawers at full, in addition to the fact that carrying down stairs extra weight in a full dresser is of no benefit to anyone involved in the moveThe cost for packing supplies included additional items that needed packing for protectionThe total cost of supplies all items that needed protection in your move were $212, with the majority not being used for the dresser in question.
When we offered fair $reduction for the supply costs and good faith for not being aware of this policy of ours, which you accepted and still thought it was unfair
Up until this point we had felt our professional services had resulted in a smooth move without any negative instancesSince all documents note that if supplies are required they would be added as additional charges at our published ratesIn our humble opinion charges for supplies are reasonable and not excessiveThey also served their purpose for protecting your property that was being shipped and have resulted in a no damage moveAdvance notice of supply charges was provided with the exception of the dresserIf the dresser had conformed to a standard weight wood top, this could have been avoided, unfortunately for both parties that was not the case
The $credit was fair and reflected the results of us not properly communicating with you our policy of how we handle dressers
Thank
you for providing this consumers complaint, we would like to offer the
following response. Xpress Movers provided an estimate in good faith
based upon information provided by [redacted]. Based on the
information we received it was determined that [redacted] had
approximately...
5600lbs to move. We sent a truck capable of carrying up
to 9000lbs however on the date of service it was determined that [redacted] had additional items to be moved which had not been disclosed
to us. Because of the added services and inventory, the move took longer
to perform which is understandable. Because of the increase in the size
of the move, some items could not be accommodated on the truck and were
left behind. [redacted] could have requestd that we return to
collect those items however there would be a charge for that service
which [redacted] apparently did not want to pay. We
regret that items may have been damaged during transit. We have an
established claim process in place to assist our customers to which [redacted] was directed. [redacted]’s claim was reviewed by a
qualified analyst, certified by the [redacted]) based on the level of valuation coverage [redacted] chose on his contract. A review of [redacted]’s contract
shows that was offered Full Valuation Coverage at an additional charge
however he opted not to purchase the enhanced valuation and instead
chose to transport his items at the released valuation level of coverage
which limits carrier liability to $0.60 per pound for eligible items. We
did our best to assist [redacted] with his claim however we are not
in a position to offer additional compensation. [redacted] chose not
to obtain additional coverage and therefore he is not eligible for or
entitled to full replacement coverage for his damaged items. Thank you.
Xpress Movers was hired by Mr. [redacted] for services from [redacted], MA to [redacted], MA. Upon delivery a small scratch occurred to the hardwood floor at the delivery address. Customer has obtained few estimates from contractors. A floor specialist/contractor, and a representative of Xpress Movers, was sent...
to Mr. [redacted] residence to review the scratch. The contractor has stated it is a minor scratch and that the estimates Mr. [redacted] has obtained were high and did not require all the work presented in those estimates. Due to floors being under warranty only one contractor can perform work on those. Xpress Movers did receive 2 estimates provided by the customer, and another one for $955. The $955 was acknowledged by e-mail. (E-mail correspondence can be provided upon request).Shall not have been for the warranty Xpress Movers would have fix those for Mr. [redacted]. Since independent contractor can not operate, so that customer can keep the warranty, Xpress Movers has offered Mr. [redacted] $300 reimbursement, based on what Xpress Movers was told that it will really cost for the repair of the floors. Customer came back and declined the offer of Xpress Movers, so in a good will he was offered $400. In e-mail correspondence between customer and Xpress Movers, Xpress Movers never stated that will reimburse customer $955. Mr. [redacted] has already filed a complaint with Xpress Movers, by notifying us of the damage and submitting pictures. There is no claim form for scratched floors, if that is Mr. [redacted] referring to. He did sent a company representative pictures of the floor. We have been waiting for his reply to the $400 offer. Xpress Movers has done everything possible to resolve the issue, and have been in touch with the customer.
To Whom it may concern,
I was advised by [redacted] from [redacted] to send you via e-mail my response to complaint #[redacted].
Xpress Movers has reviewed the answer from [redacted] and has the following reply:
Xpress Movers has gone above and beyond to try and meet all customers requirements. Xpress Movers has apologized to [redacted] multiply times from [redacted] and [redacted].
The claim is being processed by an authorized [redacted] agent and insurance company on behalf of Xpress Movers. Xpress Movers does not handle the claim directly and any issues in regards that may be re-directed to the claim company directly. [redacted] has been provided with the claim company contact information.
[redacted] has had minimal communication with our representative [redacted] only via few e-mails for the damaged property. There was no other further communication from [redacted].
Xpress Movers has followed and complied with all regulations.
Thank you!
[redacted]
Office Manager
Xpress Movers
Website: www.XpressMovers.com
E-mail: [redacted]@xpressmovers.com
Toll Free: [redacted] ext. 2
Phone: [redacted] Fax: [redacted]
[redacted], Thank you for taking the time and file this complaint on the Revdex.com. We completely disagree with your statement. Your statement is incorrect and does not contain truthful information. At time of booking the arrangement you had with Xpress Movers was for your items to come into storage. On...
or about July 10-12th you contacted the office requesting delivery on or about July 14-15th. With 2-3 days notice moving cross country is not enough time. At time of booking you were advised that we need more than few days notice for delivery, considering the mileage. Your items were delivered on July 28th. There was no such delay of 20 days as you are saying. By your contract, Xpress Movers has 21 business days to deliver your goods from the first available date for delivery. Please refer to your contract. You had multiple conversations with [redacted], and [redacted] explaining you when our next truck is scheduled for IL. [redacted] confirmed that in one of the conversation with you, you did explain to you that we need more than 2-3 day notice for over 1000 miles moving. At time of the visual estimate, items in closets were not shown to the estimator. along with other items. Your initial estimate was based on 92 items, and movers have picked up 119 items, an increase of 27 items. Your pick up did not have a delay. Movers did arrive at your residence on or about 9-10 am. Items that were disassembled were re assembled back the way there were at origin. Shall you have had different requests upon delivery, you were more than welcomed to advice the movers. Including in the complaint the reassembly on your furniture almost a month after you took the delivery seems a little bit odd to us. If there was an issue you could have called the office immediately. The estimate form sent to you clearly stated that this is just an estimate. An exact price can not be given. The visual estimate, along with the phone estimate is to give the customer a sense of pricing, so that the consumer can budget accordingly. We notify all of our customers in writing and verbally to keep in mind that the price is estimate only. Your total estimated price was $3450, and your final price came to $4961. Also you were not charged for storage of $300, but just for labor for loading and offloading, as per your contract. That seems very unappreciated on your end. Xpress Movers has fulfilled its contract in the best possible way given the circumstances. None of your items were damaged, and all of your items were received in satisfactory condition.
Dear [redacted], First, you could have called the office and simply ask for the final invoice to be re-send to you. When our customers need a final balance due, normally they call the office and ask for that, not through a complaint. Anyone here in the office would have gladly sent you the invoice. A final invoice will be re-send to you. Please make sure you check your spam folder as well. And If you have not received it again, please call the office directly. Second, the delivery dates, again you were never told it will take another at least few weeks. That is a false statement. [redacted] has clearly stated your delivery will be end of next week-beginning of the following week. As you were explained by [redacted], you will get a call mid next week with more update for the delivery dates. We apologize that the accident we could not predict and the truck break down are impacting you so much! Unfortunately we could not see those two things coming, in order to avoid them. It is such a shame for us to not be able to predict those. We are so sorry that Xpress Movers will not be able to honor the estimated delivery window!As stated on your contract all delivery dates are estimates only. We work as hard as we can in order to accommodate all of our customers the best possible way. Unfortunately there are things we have no control over, so that we can deliver you by the 7-8th.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.
I am not trying to tell the movers how to do their jobs (to protect from furniture damages or movers injuries); nor, do I have an issue with paying for weight overages (which I paid - no questions asked)...the problem is me being charged and having to pay for supplies used (with no other recourse, in the moment, on the day of the pick up and move), as a result of a requirement (drawer emptying) that we were not made aware of (in advance). And, a $60 credit (on a $212 additional charge) definitely is not fair, when the policy/requirement was not relayed (to us, in advance).
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am not confused at all, the number of tagged items per your pick up sheet were not delivered. Your written description is wrong per the driver, I was told to count and verify that all tags were accounted for which was done at pick up. I have sent you a list of the missing tagged boxes/bins/items .... your written description was incorrect per the driver as he stopped writing items down and advised that the total tags were what I needed to be concerned with. I have finished unpacking, sent a list of missing items and other than being told to fill out a claim form there has been no update on my items and where they may be. I have no signed receipt of delivery, my delivery date range was on my pick up sheet, not verbal .... I would like some kind of update on the location of my items and when they may be delivered. I have emailed several times and am told they are checking, it has been 15 days .... Also, on delivery the driver inadvertently gave me another persons item - red tag not yellow like mine - I had him remove as it was not mine - I am sure mine were delivered to someone else in error - and would like to know what efforts have been made to find them.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. In my initial complaint, I stated that I do not have a confirmed date for delivery of my goods. Xpress Movers responded that they have problems outside of theircontrol, but that I did not listen carefully enough to their office manager that I would have my goods within two weeks, by July 21. That response was dated July 6th. I then responded that I had three conditionswhich needed to be met before I would close the complaint: final invoice, confirmed delivery date, and delivery of my goods, intact and complete, on that date. Xpress Movers then insisted thatdelivery of my goods would be “end next week, beginning of the following week.” The response from Xpress Movers was dated July 11. That would put the date somewhere between July 18-July20. We telephoned [redacted] on July 16th; we were told that a trailer would be loaded on Saturday or Sunday, July 18th or 19th from a sister company and we would receive an update fordelivery on Monday or Tuesday, July 20 or 21 as to delivery date. While I have received a final invoice, dated July 11, I still do not have a confirmed delivery date, and obviously, mygoods. I therefore have to request that this complaint remain open until Xpress Movers expeditiously confirms a delivery date, and delivers my goods, intact and complete, on that date. While there is a plan from Xpress Movers, it remains to be seen whether that plan is implemented, whether something else occurs to hinder that plan, or whether I will need continued assistance from Revdex.com. After I receive my goods, I will update and close this complaint.
Regards,
[redacted]
Dear [redacted],We do apologize about the service you have received. What the driver have told you is simply unacceptable and unprofessional. Xpress Movers is a company that is proud with its reputation and your complaint has made us feel terribly sorry about the delivery service you have received. When...
you talked with our office manager, you were explained the difficult situation we are experiencing and the alternative resolution we have found for you - getting your households delivery by one of our sister companies. In a difficult situations like this we keep striving to provide the best service we can, despite the fact that we are very limited with the control of another company's driver. We do apologize that you drove twice to your [redacted] residence to meet the driver. Regardless if it is our driver or not, each customer receives a 24 hours call with an approximate time of arrival. Your initial delivery was originally scheduled towards the end of June and as you stated you wanted delivery the beginning of July. We did confirm with you that the truck will be in [redacted], SC after the 4th of July weekend. All of our delivery windows are estimates and as much as we strive to meet them sometimes unexpected events happen that we do not have control over. Your contract states that we are allowed 21 business days for delivery from the fist available delivery date stated on the contract. The discounted amount you have requested seems too high. We will review the situation and will get back to you with the resolution. Once again, please accept our sincere apology!Tell us why here...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Thank you for your response.It will be an eye opener for me to know why you think I will file a complaint with misleading & wrong information. Who is misleading who?1) Look at my e-mails to you or the complaint trail or our exchanges here in Revdex.com. I have always said that I called you on "08-Jul-2016" , and e-mailed you as well, to ask you to deliver my goods. You chose another date (13/14-Jul-2016) completely out-of-context to say that you delivered in 2 weeks since the time I notified you the 1st time. When did I notify you the 1st time to deliver my goods? It was on 08-Jul and not 13/14-Jul.2) I did not hide stuff or prevent your Moving Specialist from looking anywhere in my apartment. I did not purchase or add any new stuff in my apartment since the time your Moving specialist did the visual inspection. I did not tell your Moving Specialist to ignore certain items but later told the movers to pick those as well. The major issue I have with your Moving service, over and above anything else, is that your estimates are totally and completely unreliable for budgeting. I have not said that I expected 100% accuracy. That can never happen. I understand. What you have not said is, what is your acceptable margin of error, in percentage terms, between your initial estimate and final actual charges? Do you have any boundaries? or you completely put the blame on the customer on anything and everything in case they dare to complain, like me, and everything you do / did is right and acceptable and with no mistakes whatsoever.3) You have also repeatedly been stating that ..."Your items were delivered in the condition they were picked up and without any damage.". Did I tell you so? Did you unpack all of the boxes to know if they were delivered in the condition they were picked up? I chose not to get into this aspect. I consider this minor in comparison to the 'initial cost estimation' blunder.
Regards,
[redacted]
Dear [redacted], Thank you for taking the time to posting this negative complaint. In regarda to your statements we will have to disagree with you for the following and address the correct information according to your contract: - Your items were never picked up on December 19th. They...
were picked up on December 23rd, right before Christmas. Initially you requested the items picked on December 24th, which is Christmas Eve. - No one of our representatives confirm such thing, due to the nature of the business. We strive to protect all of our customers belongings by wrapping them, but there is no such guarantee that an item may break. It is unfortunate that this happened to you.- When a load gets out, the free space is being taken by another load. Thus the reason for us taking about a month to try and locate the box, you notified us that may be missing. - On February 10th, an e-mail was sent to you in regards on how to file claim for damages. - On April 4th you finally completed the claim form and mailed it to vendor, Xpress Movers uses for processing claims. - On or about June 6-8th, Xpress Movers was contacted to send over a copy of your contract and inventory sheet. - Processing claims can take up to 90 days from the day the from was received, as stated on the form and instructions. - Upon delivery it is the customer responsibility to check on all items while being offloaded. - Prior to reserving the move, an estimate form was sent out to you that lists your insurance options. The amount requested by you cannot be processed, due your coverage selected. Please refer to your contract, and the attached files. - Delivery dates are mere estimate. Realistically in Holiday season, delivery may even take longer. As per your contract and the terms and conditions (also attached), delivery can take up to 21 business days. Your contract states "1st date avail. for delivery". That does not guarantee any delivery dates. A representative went over with you in regards expedited delivery and many other services that Xpress Movers provides. On a good will, Xpress Movers is willing to offer you a compensation of $100. We do understand you are upset, but we never make promises that we cannot keep. We have gone above and beyond to get your items to you the fastest we can, given the holiday season of Christmas and New Year. We are also entitled to have some family time around the holidays!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. There has never been any agreement with the company about the written inventory. I verified the yellow tagged items - which I was told was the proper amount of items - as in boxes, mattresses, tv etc when my items were loaded. The written description has never been correct, I only had 7 paintings, not 10, one large mirror, no small mirror. The day of delivery, instead of resolving the discrepancy the driver and helper left and would not remain to take the inventory of missing item numbers. The company has accused me many times of agreeing with them when I have not. I have additional emails and pictures that I am unable to upload, if you provide an email address I can send them to you to further substantiate my claim.I am missing so much at this point and the company has done nothing to locate or deliver.Again, I was able to confirm and verify the yellow tags when they were picked up at my location for deliver, several were missing upon delivery to my new location and the company did nothing to resolve, and would not resolve that day, instead again they left my premises without a signature from me, nor would they supply a copy - I have cell picture with my notes if I can email to you.I would like my items ASAP or some kind of resolution, they took full payment and athat was where they seemed to end their service, not caring if anything was missing
Regards,
[redacted]
I firmly believe that $60 credit is very fair, as explained very well in my response that the cost of the extra materials used for boxes is way below the $212 suggested by you. The used 2-3 boxes by our movers to place the items from dressers, again a standard policy by many moving companies is way below the $60 credit which we applied.
I simply can't refund you the entire cost for the packing materials, as you suggest. If you have opted out for our Full service/Full packing move option, something that was offered when the estimate was submitted to you (at higher cost), no packing charges would have applied.
Our team did explain all options available to you at the time of the estimate and booking about the possibility of packing charges and those were also listed in the estimate we sent to you.
I stand behind our team and decision to empty the drawers to ensure safe transportation and minimizing the risk of damages and the use of the few boxes.
We acknowledge that there should have been better communication prior to your move that is our policy to empty dressers before we wrap them and move if they aren't already and that was the reason behind the $60 credit, which our team applied towards your balance due at the time of delivery.
After all we're human beings and sometimes thoughts slip through our minds. I regret that I will not be able to authorize full refund on your packing materials cost, as I and our team feels that we have done everything in our strength to protect your belongings and to inform you in advance that any packing charges that occur during the move will have to be paid for.