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Cousins USA Moving and Storage Harry Chiddenton Cousin's Scam in 3 steps... Ft. Lauderdale, Florida
Cousin's Moving and Storage choreographs a nice scam that is too good to be kept a secret. Let me lay it out for you in 3 easy steps.
Step 1, the setup: An elderly man name Harry came over and gave us an estimate. He assured us that there was no way the total cost would exceed the estimate he provided. We understood from him that the final weight would certainly be much less than what was quoted. He said that the moving truck would have plenty of access room. The company is an agent for a very reputable moving company, so everything sounded good. We even refused lower offers from competing firms after our contact at Cousin's (Henry) told us that these other companies were fraudulent firms (the irony). We put down a $500 deposit and felt confident about the agreement to pay a total of $3,000 upon delivery.
Step 2, the arm-twist: The moving truck arrived, but the driver said that there was no room to get the truck to the apartment. They had to rent a U-haul to shuttle the furniture. We received a call from cousin's stating that we would be charged an additional $250 for this service. I argued with them stating that Harry said nothing about a shuttle and the charge should be on Cousin's since it was their miscalculation. They wouldn't budge, so I said we would make other arrangements. At this point, our 3rd contact at Cousin's, Aaron, buckled and said they would pick up the charge for the shuttle, but we would have to pay if a shuttle was required at the destination. I agreed and the move proceeded.
Step 3, the closer: They gave us a 10 day time-span of when the truck may arrive at the destination. Since they were moving the car as well, they told us it would be sooner rather than later. Well, the 10th day rolls around and the moving van finally arrives. The driver tells me the final bill is $3,000. I figured he just wasn't aware that I had already put down a $500 deposit, so I called Cousin's. I gave them my name and was directed to Dakota, someone I had never spoken with before. He confirmed the charge was to be $3,000. I asked him about getting back the deposit and then he dropped the bombshell. We were being charged exactly $500 extra for the shuttle they used at the load and for the extra 400lbs over-weight. We would be paying a total of $3,500. I was stunned, angry, confused and incredulous all at the same time. I asked to speak with the manager or one of the other people we had been working with previously, but no-matter how many times I asked, Dakota insisted that he was the only person I was able to speak with. He kept repeating the same information and would not listen to what I was saying, almost like he had done this many times before. It was then that I finally got the scam. Dakota is the closer, and Cousin's waits until the moving truck is right outside your apartment before informing you of any additional charges. My additional charges just so happened to add up to the exact amount of my deposit.
What could we do? My family had been sleeping on air mattresses for 10 days waiting for the truck to get here with the beds. We needed the car to get around. Like any good scam, the perpetrators make it all legal. The initial estimate you sign is not binding, so the price could really be anything they want it to be, and they have your belongings to ransom. My advice is pay a friend or confidant the extra money and have them move your stuff. Hopefully, this will help someone else before they get taken.
2 Updates & Rebuttals
Cousins USA Moving & Storage
Lauderhill,Florida,
United States of America
Cousins USA Moving & Storage Wrongfully Accused
#3REBUTTAL Owner of company
Thu, January 06, 2011
We could appreciate the customer's (Keith and Norelia Wiggans, of Austin Texas) frustration. Moving can be stressful!
Even though this report makes good reading, it has no basis in fact and it's a distasteful manner in which to avoid honoring a financial obligation. We find it necessary to dispute and clarify each point made by Mr. Wiggans.
To begin, Harry (age 53, and not that elderly), did in fact visit the Wiggans's residence to provide them with an estimated cost to move to Austin, Texas. However, and in contradiction to Mr. Wiggans' claim, he was not present. Only, his wife, Norelia was at home. Therefore, his entire complaint is third party.
Harry, prepared an estimate, in good faith, despite finding it somewhat difficult to communicate with Mrs. Wiggans, due to a language barrier. The estimate was based on "actual weights and services". This type of estimate meant the truck would ultimately be weighed and all services rendered would be calculated to arrive at a final cost. Unfortunately, Mrs. Wiggans led her husband to think he was given a "guaranteed price".
The estimated weight was 5551 pounds and the actual weight was 5960 pounds (a difference of 409 pounds). The estimated cost was $3130.22 and the final cost was $3437.90 (a difference of $307.68, not $500.00). The additional cost included the shuttle service at origin. To this date, Harry feels the tractor trailer could have accessed the property. However, the driver has the final say. Per Mr. Wiggans's report, he states he paid a $500.00 deposit and was prepared to pay $3000.00 at delivery. However, he only paid $2650.00 at delivery. There remains an outstanding balance of $287.90. If it was our intention to scam the Wiggans, rest assured the goods would have not been delivered until the bill was paid in full.
When the original conversation arose about the shuttle at the pickup, it was with one of the owners, not Aaron, as indicated in the report. We agreed to absorb the cost, only, if there was a shuttle also required at the delivery. Certainly, not something a "scam" mover would offer to do. Prior to loading the furniture, the Wiggans checked with the delivery location and were informed a shuttle would be required. However, upon arrival the driver was able to avoid having to perform the shuttle and Mr. Wiggans then became liable for the cost of the origin shuttle. Again, the driver and his particular vehicle dictate when a shuttle is necessary.
As for the time frame for delivery, Mrs. Wiggans was well aware the delivery was to be anywhere from December 6th through December 14. Of course, every customer wants their furniture as quick as possible, but we could not, and did not, obligate to any other time frame. We cannot venture to say how the delivery time frame was relayed to Mr. Wiggans by his wife. Actually, the goods delivered 4 days early.
I closing, the final charges are $307.68 more than estimated. Without the origin shuttle, the final cost would have only increased $43.42. For a non-binding estimate, the customer should be happy they chose such a reputable company. Otherwise, they would have had a real story to write about.
Again, this report makes good reading: "the setup", "the arm-twist", and "the closer", but none of it is accurate and there still remains an unpaid balance on this move.
Leann
Springfield,Illinois,
U.S.A.
Movers
#3Consumer Comment
Wed, January 05, 2011
There is no way to know any actualcharges until your items are picked up and the driver calls the office with the weights. Obviously this office didn't call you and inform you of the actual charges beforehand. They waited until delivery day. Ionce worked for a moving company and that was part of my job. I called the customer after figuring the charges.Customers have the option to pay by credit card, cashier's check, or money order. In order for the customer to have the money order in the right amount, they have to know the charges. I think this company needs to adopt that procedure so that this doesn't happen in the future. It is very hard for a customer to come up with extra funds at the last minute especially if it is Sunday.
I agree, the estimator should have looked around your apartment complex and saw that the tractor/trailer wasn't going to be able to get to you. I know he said there was room but obviously he missed the mark on that one. I have a feeling you would have been less angry if you knew about the shuttle ahead of time.
While I no longer work for my company due to the economy and offices closing, I really hope this agent isn't one for the van lines that I worked for.