Complaint Review: Midway Moving and Storage

Hi,

I too share a very simular experience.  In June of 2008, the company in question came to my home and moved a majority of items, mid way through the move they stopped and asked how I would be paying.  As shared with the company days prior I explained either by cc or money order.  The foreman said that my estimated move was $2,200, I was quoted $700 a few days prior.  As most of us who have moved before know, that the 'estimate' is just that but why would the company assume I should pay prior to the move is beyond me.

The foreman and his crew stopped moving items once 90% of my stuff was on the truck and demanded payment in full.  I asked and pleaded with him to put someone on the phone from his headquarters.  The customer service department refused to speak.  The foreman said that unless we paid in full he wouldnt release the items or unload them from my first home. 

Mind you we havent finished the move nor have we made it to the destination.  Needless to say neither my previous township police department nor the city of chicago PD could encourage them to give my "stolen" items back.  Once they have your items in their possession they will confiscate them until they get their money.  At that time my attorney called it "ransom".  It would take months of litigation and expenses that I couldnt afford to incure at the time so I relunctantly never received 90% of my furniture or items. 

The company wouldnt even at the time the movers made it back to their offices in Chicago with my items on their truck accept payment in full for the "estimate of the move".  At that time they said all items have to be itemized into their storage facility and held there until the amount owed was paid.  The "ransom" amount for my items, they charged me by the weight of the items. 

What they STOLE from me and my family: 4 TV's, 1 Queen bed room set, 2 Childrens bed room sets, All of our clothing, Bowflex, Dinning room set; living room set; wicker yard furniture; wicker table and chairs, 2 excercise machines, oven, dishwasher, and our dignity.  What's unsettling, the police couldnt do anything and the company refused to do anything.  Imagine moving and being robbed at the same time;  my little ones were left without clothing and their belongings (toys, games, dvd players etc...)  Lisa Madigan's office didnt do a thing to help. 

A word of caution for those who choose this company, BEWARE...moving with MID WAY Moving and Storage could cost you EVERYTHING!!!!  trust me, it took our family 4 years to replace everything. But what's not replaceable are momento's such as my childrens pictures from birth until at that time early child hood ages.  The moves and the company stole our lives and also our personal belongings but what I received, 1-2yrs later, someone stole my identity.  To top off everything, our files where stolen from the computer they kept and birth certificates were as well.  PEOPLE, store those items in a lockbox at the bank not at home!

I am involved with Customer Care at Midway Moving & Storage, and I can state first-hand that as a company we take every customer's experience very seriously. Obviously this customer was less than satisfied with how Midway handled her move and we regret that.

Here are some important facts to add to the overall perspective of this report:
- since this report appeared on this site, the customer has visited our facility and had an involved discussion with our president. As a result we are in the process of settling her claims for damages
- we are distressed by the fact that the customer did not contact us prior to writing her report. Before coming to our office on 1/20, her last contact with us was on the evening of 1/12 which was the date of her move. There were no phone messages or e-mails from her. Had she contacted Customer Care she would have been advised of a simple process to handle and damage claims. We would have also cooperated with her investigation of her missing television
- at the completion of her move the customer told our moving crew that her television was missing. The crew never saw an actual television, but upon hearing this concern our movers themselves made sure that the customer was able to get to a nearby police station to file a report. It's important to note that the allegation of a 'stolen' TV is exactly that: an allegation. We have been and continue to be willing to cooperate in any investigation about an item reported missing.

Our purpose here is not to in any way insult or demean the credibility of the customer. We are the largest moving company in Illinois, performing 15,000 local and long distance moves each year. Fewer than 1% of our moves result in claims or complaints. We care very much about each and every customer, and we always make every reasonable effort to quickly and amicably  resolve any issues that arise . Again, we regret that there was a breakdown in communication here, and we are glad that we are well on our way to clearing up this customer's concerns.