- Report: #206319
Complaint Review: A Security Moving And Storage - Bayonne New Jersey
-
Author Confirmed
Why?
A Security Moving And Storage
97 East 2 Street, PO Box 4027 Bayonne, 07002 New Jersey, U.S.A.
Phone:
800-624-5313
Web:
N/A
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Business Rating:
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A Security Moving And Storage, ripoff / breach of legal rights / Misinformation and Lies Bayonne New Jersey
*UPDATE Employee: Response to complaint made by Lori
*Author of original report: Follow up to damage claims
*Consumer Suggestion: To Security
*Author of original report: This company did not treat me in a manner that was at all professional, fair, and (in my opinion) LEGAL.
*UPDATE Employee: unreasonable customer
*Consumer Comment: Alot of Dishonesty in Bayonne
*REBUTTAL Owner of company: Get the facts right before speaking
*Consumer Comment: What do you consider a major?
*Author of original report: Response to Security
*Consumer Comment: 110% Rule
*Consumer Suggestion: This Company's Current Name
In Early July, I planned a job relocation move from Pennsylvania to Colorado. I set up an in home estimate with Michael for July 19, 2006.
On July 19, 2005, Michael arrived to my home and I explained that I would be taking partial contents of my 3 bedroom home to a @nd floor apartment in Colorado. I clearly specified the items that were to be transported. Michael prepared an estimate of 2800 pounds at the rate of .60/pound ($1800).
In addition to the written estimate, Michael wrote in additional points: free boxing of 2 televisions, container costs free, box large bedroom mirror free, reimbursement of 15 shipping boxes provided I supply the receipt, and cap of weight at 3200 pounds. Michael was steadfast in his quote based on the items and said that there was no way my items would go over 3200 pounds. In addition, he explained that his company would be the company to complete all parts of the job from loading/disassemble and pickup to delivery, unloading and reassemble of items. I should expect delivery in 5-9 days. I informed him that I would be prepared and have all small household items boxed.
Michael informed me that 50% of the estimate would need to be paid upon pickup and the other 50% would be paid after the job was complete. He did not specify a form of payment. Michael provided me with a copy of the "Rights and Responsibilities When you Move" booklet and told me to call him if/when I would like to offer the job to his company.
After requesting a list of referrals and speaking to a few, I called Michael and scheduled a pickup date of August 1, 2006.
On August 1, a truck arrived (1 driver and 2 others)within 20 mins of specified time. The individuals entered my home and I was asked to provide demographic information on the bill of lading as they began to load items on to the truck.
I pointed out items that were to be left behind and had most items organized into 3 rooms. When the truck was nearly packed, I was told that I would need to pay cash for the amount due. I replied that I was never informed of that and I was not prepared to pay cash.
The driver made a phone call to Gregory who suggested that I leave my home and go to the bank. When I told him that I would not do that, he said that the men would go with me to the bank when they were finished. I requested an alternative form of payment and was told that, if I wrote a check, it would delay my delivery by at least 10 days. It should be noted that Gregory's English was broken and he was extremely difficult to understand. He appeared to get frustrated when I asked him to repeat himself or to explain something to me.
As the truck was fully ready to go, I was told that there would be an additional $120 for packing and containers. I showed the driver the estimate stating that I would be reimbursed for boxes and he deducted $70, still charging me $50 for packing of items?
I was confused and he was reluctant/unable to communicate exactly what the 'packing' charge was for. I asked about following him to the weigh station and was told that he would be going to NJ to do that. I was unable to commit to the drive time necessary to accompany the truck. I remembered that, in my conversation about the estimate, that Michael said it would be nearby and that I was expected to follow the truck to observe the weighing.
The truck followed me to the ATM machine where I withdrew $950 in cash and handed it to the driver. I was pressured by him to provide tips to the men who were with him. I told him that, given the unexpected cash payment, I was unable to access any additional cash from the ATM machine. He told me that I could add the tip onto my final bill. He said that he would call me with the weight later that evening.
Within a few hours, the driver called to inform me that the weight I would be charged on was 5380 pounds at the cost of $3278. Because I was led to the company via a friend who had also planned to use them, I was offered by Michael a 5% discount. I was told that my bill would be $3114 minus the $950 that I paid in cash that day for a delivery balance of $2164..Cash only.
On August 2, 2006, I placed 2 calls to Michael to discuss the large discrepancy between the estimate (and the cap of 3200lbs) and the weight I was told. None of my calls were returned.
On August 3, 2006, I called 888-726-6683 to discuss my concerns. I questioned the discrepancy between the estimate and stated cost, the payment method, referred to page 14 of my rights to point out the language of a "cash equivalent" as an alternative to cash, and communicated that, upon delivery, I would exercise my right to pay 110% of the estimate and expect a bill for the difference in the charges. In addition I requested a reweigh. Gregory spoke over me throughout my conversation and eventually hung up the phone in the midst of my communication to him.
Minutes later, I called back and Gregory asked me to hold on. The call was again disconnected (could have been my cell reception?)
Minutes later I called again and I reiterated my intent to exercise my rights as outlined in the booklet. Gregory replied with a statement that a reasonable amount of time to expect delivery of my items would be three to four months and hung up the phone without allowing me to respond.
Minutes later, I dialed 800-624-5313 hoping to speak to someone besides Gregory. Carl answered the phone, heard my concerns about speaking with Gregory, and said that Brenda from billing would return my call within the hour.
I allowed well over an hour before calling again. Brenda answered the phone and told me that she would call me back when the dispatcher arrives. She said that it would not be 3-4 months for delivery and that cash was the only acceptable form of payment. I expressed my dissatisfaction with my previous attempts to communicate with Gregory that morning and was highly insulted that he would hang up on a customer who was merely seeking information.
Later that afternoon, Gregory called me. He said that he wanted to work with me, he did not mean to hang up on me..."but that's just business". He offered me an additional $400 discount and said that I could expect delivery on August 9. The amount expected at delivery would now be $1750. Despite being offered a "discount", I continued to request a reweigh of the truck to verify the weight of my items. Gregory could not clearly explain a reweigh to my understanding, Brenda said that she didn't understand how it worked, She attempted to translate Gregory's words and indicated that my items would need to be moved to a different truck to be weighed, it would incur additional charges to me, and a delay in shipping.
ON August 7th, I called Brenda to confirm my delivery of Wednesday, August 9. She said that the driver would call me on Tuesday to let me know what time he would arrive on Wednesday.
On Tuesday, August 8th, I receive no communication from anyone in regards to my deliver. I called Brenda and asked her to contact my driver. She said that she would and either she or he would call me. No further communication occurred.
On Wednesday, August 9th, the day that my items were scheduled to arrived, I called Gregory at 9:30 a.m. He said that he did not have my paperwork or my drivers information, asked me to call back at 3:00. I asked him when my items would arrive. He replied, "Maybe today, maybe one or two days". I asked him to provide me with the name and phone number of the owner or officer of the company. He refused to give me any information besides the name Alex.
In an effort to speak to someone besides Gregory or Brenda, I attempted to call Michael Holt. I got a name and phone number from the listing on the Better Business Bureau website. This number led me back to Brenda. Gregory took the phone and gave me the name and number of my driver - Sergio - 786-200-1399.
I called the number and spoke to someone? I told them my name and location. His only response was "12 hour" - It was clear that there was a language barrier.
Within a few minutes a woman by the name of Julia from Apollo Van Line called me to say that Sergio, my driver, was in Louisiana and that my items were scheduled for Saturday, August 12 delivery.
She said that driver would call 24 hours in advance. I called on Friday to confirm delivery date. Julia said that delivery would not occur on Saturday but would occur on Sunday 8/13 between 12 and 4later 2 and 5later 4 and 6 pm.
Upon arrival of van 8/13 at 4:30--- I attempted to exercise my right to pay 110% of non binding estimate (1980 dollars = 1800 estimate plus 10% - 180 dollars
1980-950(prepay) = 1030 on delivery with expectation of bill for remainder.
The driver told me to call Julia and refused to begin the unloading of the truck. I referenced the rights and responsibilities as provided to me upon estimate. Julia had NO knowledge of such document or information outlined. "My company does not do that! This is not the way we do things.
I don't know what you are talking about?"
I was told that if I did not pay the full amount, the drivers would drive the items to a storage space and I would be responsible to pay the cost incurred. She told me that her driver, van, and worker were not affiliated with Security and that I would need to contact Security to discuss. I told her that I had attempted to call them and was unable to connect.
I paid 1750 cash to have items unloaded from truck. Meanwhile Gregory left me a voice message stating that he heard that I didn't want to pay and that his drivers could just take the items back to New Jersey and I would pay for that.
After a few minutes of unloading items from the truck to the driveway, the driver requested additional $75 for second floor delivery. I told them that it was communicated upon estimate that the move was to second floor dwelling. Once again, we connected with Julia. She told me that she did not know that it was a second floor delivery and that I would have to pay $75 cash to the driver. I adamantly refused, she said the driver would do it for $50. I told her that I would not be giving any amount of additional money and that the job needed to be done.
After a few minutes Julia called back and told me that her company would waive the fee. She asked to speak to Sergio to communicate that information.
My items were unloaded and brought to my second floor apartment. I immediately noticed that some of the wood furniture pieces were not wrapped with anything and saw major damage as a result. I noted damage on a piece of paper and inspected items as they came off the truck. When the delivery was complete, I asked to note the damage on the inventory list. Sergio asked me to show him damaged items and began to excuse it. I again requested to document the damage and eventually he turned over the inventory list where I could note my observations. I took digital pictures to support my notations.
Upon inspection of the paperwork (weigh slip), I cannot find a date for the weighing. There is clear indication of the use of white out on a part of the page. There is also suggestion that the paper used was posted to a bulletin board multiple times as indicated by holes where a tack was placed. I question that these weight documents were authentic to the weight of my items. It appears, rather, to be something that was pulled off a wall and used over and over again.
This morning, August 15, I called the company to discuss how to file a complaint. I was asked for my mailing information and told that a claim form would be in the mail.
Up to now, I believe my rights have been breached at every step:
-- Failure to come within reasonable boundaries of the estimate
-- Failure to communicate payment information
-- Failure to explain/prove charges
-- Failure to comply with request for reweigh of items
-- Failure to provide communication regarding delivery date/time
-- Failure to complete the job within the company (Security
Picked up - Apollo delivered - I did not authorize a change)
-- Failure to treat me in a customer service related manner
I am intent to file a claim for the damaged goods and expect fair compensation and/or refund for repair and/or replacement. Given the record of this company's unwillingness to communicate in a clear manner, and the anecdotes that I read about on this website, I'm not optimistic that my concerns will be address to my satisfaction.
Lori
Carbondale, Colorado
U.S.A.
On July 19, 2005, Michael arrived to my home and I explained that I would be taking partial contents of my 3 bedroom home to a @nd floor apartment in Colorado. I clearly specified the items that were to be transported. Michael prepared an estimate of 2800 pounds at the rate of .60/pound ($1800).
In addition to the written estimate, Michael wrote in additional points: free boxing of 2 televisions, container costs free, box large bedroom mirror free, reimbursement of 15 shipping boxes provided I supply the receipt, and cap of weight at 3200 pounds. Michael was steadfast in his quote based on the items and said that there was no way my items would go over 3200 pounds. In addition, he explained that his company would be the company to complete all parts of the job from loading/disassemble and pickup to delivery, unloading and reassemble of items. I should expect delivery in 5-9 days. I informed him that I would be prepared and have all small household items boxed.
Michael informed me that 50% of the estimate would need to be paid upon pickup and the other 50% would be paid after the job was complete. He did not specify a form of payment. Michael provided me with a copy of the "Rights and Responsibilities When you Move" booklet and told me to call him if/when I would like to offer the job to his company.
After requesting a list of referrals and speaking to a few, I called Michael and scheduled a pickup date of August 1, 2006.
On August 1, a truck arrived (1 driver and 2 others)within 20 mins of specified time. The individuals entered my home and I was asked to provide demographic information on the bill of lading as they began to load items on to the truck.
I pointed out items that were to be left behind and had most items organized into 3 rooms. When the truck was nearly packed, I was told that I would need to pay cash for the amount due. I replied that I was never informed of that and I was not prepared to pay cash.
The driver made a phone call to Gregory who suggested that I leave my home and go to the bank. When I told him that I would not do that, he said that the men would go with me to the bank when they were finished. I requested an alternative form of payment and was told that, if I wrote a check, it would delay my delivery by at least 10 days. It should be noted that Gregory's English was broken and he was extremely difficult to understand. He appeared to get frustrated when I asked him to repeat himself or to explain something to me.
As the truck was fully ready to go, I was told that there would be an additional $120 for packing and containers. I showed the driver the estimate stating that I would be reimbursed for boxes and he deducted $70, still charging me $50 for packing of items?
I was confused and he was reluctant/unable to communicate exactly what the 'packing' charge was for. I asked about following him to the weigh station and was told that he would be going to NJ to do that. I was unable to commit to the drive time necessary to accompany the truck. I remembered that, in my conversation about the estimate, that Michael said it would be nearby and that I was expected to follow the truck to observe the weighing.
The truck followed me to the ATM machine where I withdrew $950 in cash and handed it to the driver. I was pressured by him to provide tips to the men who were with him. I told him that, given the unexpected cash payment, I was unable to access any additional cash from the ATM machine. He told me that I could add the tip onto my final bill. He said that he would call me with the weight later that evening.
Within a few hours, the driver called to inform me that the weight I would be charged on was 5380 pounds at the cost of $3278. Because I was led to the company via a friend who had also planned to use them, I was offered by Michael a 5% discount. I was told that my bill would be $3114 minus the $950 that I paid in cash that day for a delivery balance of $2164..Cash only.
On August 2, 2006, I placed 2 calls to Michael to discuss the large discrepancy between the estimate (and the cap of 3200lbs) and the weight I was told. None of my calls were returned.
On August 3, 2006, I called 888-726-6683 to discuss my concerns. I questioned the discrepancy between the estimate and stated cost, the payment method, referred to page 14 of my rights to point out the language of a "cash equivalent" as an alternative to cash, and communicated that, upon delivery, I would exercise my right to pay 110% of the estimate and expect a bill for the difference in the charges. In addition I requested a reweigh. Gregory spoke over me throughout my conversation and eventually hung up the phone in the midst of my communication to him.
Minutes later, I called back and Gregory asked me to hold on. The call was again disconnected (could have been my cell reception?)
Minutes later I called again and I reiterated my intent to exercise my rights as outlined in the booklet. Gregory replied with a statement that a reasonable amount of time to expect delivery of my items would be three to four months and hung up the phone without allowing me to respond.
Minutes later, I dialed 800-624-5313 hoping to speak to someone besides Gregory. Carl answered the phone, heard my concerns about speaking with Gregory, and said that Brenda from billing would return my call within the hour.
I allowed well over an hour before calling again. Brenda answered the phone and told me that she would call me back when the dispatcher arrives. She said that it would not be 3-4 months for delivery and that cash was the only acceptable form of payment. I expressed my dissatisfaction with my previous attempts to communicate with Gregory that morning and was highly insulted that he would hang up on a customer who was merely seeking information.
Later that afternoon, Gregory called me. He said that he wanted to work with me, he did not mean to hang up on me..."but that's just business". He offered me an additional $400 discount and said that I could expect delivery on August 9. The amount expected at delivery would now be $1750. Despite being offered a "discount", I continued to request a reweigh of the truck to verify the weight of my items. Gregory could not clearly explain a reweigh to my understanding, Brenda said that she didn't understand how it worked, She attempted to translate Gregory's words and indicated that my items would need to be moved to a different truck to be weighed, it would incur additional charges to me, and a delay in shipping.
ON August 7th, I called Brenda to confirm my delivery of Wednesday, August 9. She said that the driver would call me on Tuesday to let me know what time he would arrive on Wednesday.
On Tuesday, August 8th, I receive no communication from anyone in regards to my deliver. I called Brenda and asked her to contact my driver. She said that she would and either she or he would call me. No further communication occurred.
On Wednesday, August 9th, the day that my items were scheduled to arrived, I called Gregory at 9:30 a.m. He said that he did not have my paperwork or my drivers information, asked me to call back at 3:00. I asked him when my items would arrive. He replied, "Maybe today, maybe one or two days". I asked him to provide me with the name and phone number of the owner or officer of the company. He refused to give me any information besides the name Alex.
In an effort to speak to someone besides Gregory or Brenda, I attempted to call Michael Holt. I got a name and phone number from the listing on the Better Business Bureau website. This number led me back to Brenda. Gregory took the phone and gave me the name and number of my driver - Sergio - 786-200-1399.
I called the number and spoke to someone? I told them my name and location. His only response was "12 hour" - It was clear that there was a language barrier.
Within a few minutes a woman by the name of Julia from Apollo Van Line called me to say that Sergio, my driver, was in Louisiana and that my items were scheduled for Saturday, August 12 delivery.
She said that driver would call 24 hours in advance. I called on Friday to confirm delivery date. Julia said that delivery would not occur on Saturday but would occur on Sunday 8/13 between 12 and 4later 2 and 5later 4 and 6 pm.
Upon arrival of van 8/13 at 4:30--- I attempted to exercise my right to pay 110% of non binding estimate (1980 dollars = 1800 estimate plus 10% - 180 dollars
1980-950(prepay) = 1030 on delivery with expectation of bill for remainder.
The driver told me to call Julia and refused to begin the unloading of the truck. I referenced the rights and responsibilities as provided to me upon estimate. Julia had NO knowledge of such document or information outlined. "My company does not do that! This is not the way we do things.
I don't know what you are talking about?"
I was told that if I did not pay the full amount, the drivers would drive the items to a storage space and I would be responsible to pay the cost incurred. She told me that her driver, van, and worker were not affiliated with Security and that I would need to contact Security to discuss. I told her that I had attempted to call them and was unable to connect.
I paid 1750 cash to have items unloaded from truck. Meanwhile Gregory left me a voice message stating that he heard that I didn't want to pay and that his drivers could just take the items back to New Jersey and I would pay for that.
After a few minutes of unloading items from the truck to the driveway, the driver requested additional $75 for second floor delivery. I told them that it was communicated upon estimate that the move was to second floor dwelling. Once again, we connected with Julia. She told me that she did not know that it was a second floor delivery and that I would have to pay $75 cash to the driver. I adamantly refused, she said the driver would do it for $50. I told her that I would not be giving any amount of additional money and that the job needed to be done.
After a few minutes Julia called back and told me that her company would waive the fee. She asked to speak to Sergio to communicate that information.
My items were unloaded and brought to my second floor apartment. I immediately noticed that some of the wood furniture pieces were not wrapped with anything and saw major damage as a result. I noted damage on a piece of paper and inspected items as they came off the truck. When the delivery was complete, I asked to note the damage on the inventory list. Sergio asked me to show him damaged items and began to excuse it. I again requested to document the damage and eventually he turned over the inventory list where I could note my observations. I took digital pictures to support my notations.
Upon inspection of the paperwork (weigh slip), I cannot find a date for the weighing. There is clear indication of the use of white out on a part of the page. There is also suggestion that the paper used was posted to a bulletin board multiple times as indicated by holes where a tack was placed. I question that these weight documents were authentic to the weight of my items. It appears, rather, to be something that was pulled off a wall and used over and over again.
This morning, August 15, I called the company to discuss how to file a complaint. I was asked for my mailing information and told that a claim form would be in the mail.
Up to now, I believe my rights have been breached at every step:
-- Failure to come within reasonable boundaries of the estimate
-- Failure to communicate payment information
-- Failure to explain/prove charges
-- Failure to comply with request for reweigh of items
-- Failure to provide communication regarding delivery date/time
-- Failure to complete the job within the company (Security
Picked up - Apollo delivered - I did not authorize a change)
-- Failure to treat me in a customer service related manner
I am intent to file a claim for the damaged goods and expect fair compensation and/or refund for repair and/or replacement. Given the record of this company's unwillingness to communicate in a clear manner, and the anecdotes that I read about on this website, I'm not optimistic that my concerns will be address to my satisfaction.
Lori
Carbondale, Colorado
U.S.A.
11 Updates & Rebuttals
HStern
Greensburg,Pennsylvania,
United States of America
This Company's Current Name
#2Consumer Suggestion
Mon, December 05, 2011
Please be advised that this company is now called "Capital Van Lines" of Bayonne, NJ. I was told by an employee that they are soon going to change again.....for obvious reasons. Other names include, but may not be limited to, North United Van Lines and Continental Van Lines, all out of Bayonne, NJ.
Danny
Lewisville,Texas,
U.S.A.
110% Rule
#3Consumer Comment
Thu, February 15, 2007
It sounds has if Michael gave you a a Not-to-Exceed price estimate. If not, the DOT rules state that when a non-binding estimate is given the MOver can only collect 110% of the written estimate at time of delivery. The Client has 30 days to pay the balance. This was put into place to avoid holding clients shippment hostage. Because movers were starting to low ball estimates to get the job and then holding shipments hostage until the clients paid up. If Michael did give you a NOT-TO-EXCEED estimate it is up to the mover to make the client aware of any additional charges before the items are loaded. The Driver can load those items that are listed on the Table of Measurement or Cube sheet that was used during the first site visit. While the Mover comes to the Origin and provides an Addenum to the estimate to give the client a updated Not-To-Exceed price. This allows the client to agree or disagree to the new charges before the work is done. Contact the Medieation Board list in the Rights and REsponabilities pamplet. If the Mover does not have his ducks in a row he will loose the battle.
Lori
Carbondale,Colorado,
U.S.A.
Response to Security
#4Author of original report
Tue, February 13, 2007
After reading the thread of information, it should be obvious that the nature of the customer service of this company is far from professsional. I do find it laughable that the company NOW references the "Rights and Responsibilities" manual at this stage of the game. I have the booklet that was given to me on July 19 by the in-home estimator, Michael. I attempted to use this information as my guide throughout the process. It is the foundation of my complaint that there was no degree of seeing this service from start to finish abiding by these guidlines. I have referenced the points at which my rights were breached throughout the process and each attempt to rectify my complaint was faced with disregard and ignorance. At one point, Julia- the point of contact person from Apollo Van Lines (the truck that ultimately delivered my goods...somehow?) said to me, "I never heard of that booklet, we don't do things that way." I attempted to reach someone who was a manager or owner to rectify my complaints as they occurred. No one even knew who to name as the owner/manager. It was impossible to get beyond Gregory, Brenda, and another person named Carl. I was tossed around like a ball and questions were dodged. I do appreciate the comments that we added on my behalf. I do intend to seek fairness. I never expected a cross country move without a cost, however...the estimate is far discrepant from the ultimate cost. I did not double my load as accused. This company is making it appear as they did me a favor and offered me discounts along the way. It's parallel to raising the price of something to offer it "on sale"...that is customer mind games. I wanted a reasonable service for a reasonable price. That did not occur in this situation.
Derek
Oakland Park,Florida,
U.S.A.
What do you consider a major?
#5Consumer Comment
Mon, February 12, 2007
Dear Peter, You said in your rebutal that there are 5 major companies in Bayonne, NJ. I Hope you don't consider your company a MAJOR VAN LINES. Having 1 office with six diffrent phone numbers is not a MAJOR.it's a hole in the wall company with a high phone bill. As far as "SLANDER", someone saying that owners of companies like yours, that ripoff customers, by putting their items on your trucks and then double their shipment price, and hold their items for ransom until you get extra money should be in jail is not slander. It's just wishfull thinking. So, you need to learn some laws before you try to tell someone else what the laws are. The best thing you can do for you company is to not speak anymore, don't respond to this complant anymore, because the more the people in you company respond the more people see that your just a ripoff company.If you want to look good then repond to the customer complant by trying to come to a settlement with the customer you wrong.
Security
Bayonne,New Jersey,
U.S.A.
Get the facts right before speaking
#6REBUTTAL Owner of company
Mon, February 12, 2007
To start of we are a member of the bbb with a satisfactory record. There are 5 major moving companies in Bayonne NJ People should mind there business when they don't have a clue in this world what's going on or in our industries or in there own lives (Get a Life already) and about the jail you are the the one committing SALANDER A Real person would talk to me face to face and not hide behind a monitor you are more then welcome to call me at 888-726-6683 Peter Russ
David
Salisbury,Maryland,
U.S.A.
Alot of Dishonesty in Bayonne
#7Consumer Comment
Fri, February 09, 2007
This company sounds like they are related to a similar so-called moving business,North United Van Lines,also from bayonne(now out of business and HIDING) and trying to go under a different name,but will be found eventually!Do everything in your power to let people know just how rude and underminding they were with you. They should be in jail for life!
Security
Bayonne,New Jersey,
U.S.A.
unreasonable customer
#8UPDATE Employee
Fri, February 02, 2007
We are a good and steady company. 64% of our companies revenue last came form referrals. In this particular case this customer wants more back than she even paid for her entire move.We have processed her claim as required by federal law at $.60 per lb.. It is outlined on page 7 of " Your Rights and Responsibilites When You Move Booklet" For Example, if a 10-pound stereo component calued @ $1,000 were lost or destroyed, the mover is liable for no more than $6.00 ( 10 lbs x 60 cents per lb). On her claim form she claimed 140 lbs worth of damaged. Therefore we were liable for $84.00. We offered her $100. We have done everything in a timely and legal matter. All our complaints are always reviewed promptly and given every reasonable chance to resolve. We have found that there just is no making this particular cutomer happy. Sharn, I think you have way too much time on your hands and should keep your nose out of other peoples problems, epecially on subjects that you have very knowledge in. If you have anyone should have any questions in this matter please feel free to contact us @ 888-726-6833.
Lori
Carbondale,Colorado,
U.S.A.
This company did not treat me in a manner that was at all professional, fair, and (in my opinion) LEGAL.
#9Author of original report
Tue, January 30, 2007
My filed complaint was done electronically but I have maintained copies of every document involved in this move. I have received information about how to file a complaint and believe firmly that I have a solid case to prove that this company breached my rights at each and every step of the way. The 100 dollars that I not willing to accept (their offer to settle my damage claims) is nothing compared to the high degree of stress involved in this situation, the damaged furniture that is now in my home, the amount of overpayment for this service, along with unintended expenses incurred from the delay of my items. This company did not treat me in a manner that was at all professional, fair, and (in my opinion) LEGAL. I would like to assist in preventing other consumers from becoming victims of this kind of unacceptable business practice.
Sharon
Alexandria,Virginia,
U.S.A.
To Security
#10Consumer Suggestion
Sun, January 28, 2007
Actually, the empty weight of a truck can vary greatly, nomatter what make and model it is. How many guys on baord, how much gas is in it, furniture pads and hand trucks, all of these together can add several hundred pounds of weight to the truck. But if you only use the listed weight of the truck and not factor these other things, you have just padded the customer's load by as much as 500 pounds. But I'm sure you can explain all that to the DOT once they see your White-Out weight ticket. Lori, did you send a copy of this with your filed complaint to the FMCSA? Along the same lines, saying you can't re-weigh a truck with other people's loads on it is silly. You weigh the truck, deliver the one load, the weigh the truck again. Just as with an eompty truck, the DIFFERENCE is the weight of the customers' load. Again, DOT will be interested that weak explanation of yours. When you noticed that the customer had more things than were on the estimate, why did you not cover your bases and re-do the estimate? Why wait until it's all loaded to note the changes? Do you ahve any comments on the movig truck following the customer around to ATMs to get demanded cash? Why would a personal check delay the shipment by 10 days? A personal check would clear in the normal time to deliver a load. If this is such a problem, why accept checks at all? Has Gregory been counselled in the proper way to handle a customer with legitimate questions? And most importantly, WHY was this customer subcontracted to Apollo Van Lines? If you're capable of handling 5,000 moves a year over 20,000 with one truck and driver, why could this one not be fit in? You say By law our company is entitled to use a transportation carrier for long distance moves, but you ARE a transportation carrier. You should not need to being anyone else in, unless you are taking on more jobs than you can handle.
Lori
Carbondale,Colorado,
U.S.A.
Follow up to damage claims
#11Author of original report
Sun, January 28, 2007
This company offered me $84 for damages that we incurred during the move. My furniture was new condition as it left my residence in PA. The damage items included all wood...as it was improperly handled as it was transferred and unloaded to my residence in CO. The items included 4 end tables, a dining set with 6 chairs, a headboard and footboard for a queen bed, and an armoire. The value of these furnishings was over $2500. In addition to the $84, the company offered an additional $16 for "any inconvenience that was incurred." This offer is meaningless to me. I have filed a complaint with the Federal Motor Carrier Safety Administration. The way that this company addressed the complaint follows the same level of disregard as each previous step of the process.
Security
Bayonne,New Jersey,
U.S.A.
Response to complaint made by Lori
#12UPDATE Employee
Fri, August 18, 2006
This letter is in response to the complaints made by Lori about her elocations services to Colorado. i would like to make it clear that our company is in good standing with both the Better Business Bureau and The American Moving & Storage Association. We work hard and have succeded in resolving any complaints that are made against our company or the services that we provide. We do over 5000 relocations every year and get very little complaints. We are upset that we have not heard from Lori before she decided to write this complaint, therefore never even giving our company a chance to resolve her issues. She was sent a claim form and we will promptly take care of any issues of damages or claims that she states as soon as we recive it back from her. When our estimator went to her house he used a state of the art estimating program which told her that she had 400 cubic feet. On the day of the move her total came out to 700 cubic feet which makes believe that she took more than she told the estimtor that she was going to take. She also complained about the cost of her packing materials although her estimated stated that all materials were additional if needed. We did not want to argue with her about this so we did give her a discount of $70.00. She also recieved a 5% discount=$164.00 because her friend was going to use our services. We did credit her bill for this although friend did not use our company. We also gave her a $414.00 discount off the weight of her shipment. She was given a total discount of $648.00 which we feel is more than reasonable. She also stated that we put her in a bad situation because we wanted cash payment. Lori could have paid with a check but it would have taken 10 business days for her check to clear and she did not want to wait that long for delivery. She opted to pay cash so her shipment would be on the next truck going out She also mentioned that in her complaint that there was miscommunication. We have 3 sales people who answer all calls 6 days a week between the hours of 9 and 5 and a 24 hour answering service. We are always aware of all our customers as we were of her. There was the fact that on delivery that it is our policy to charge a $75.00 fee for stairs, as soon as she called the office and we seen that her estimate included all stair costs we called our driver and rectified the situation. She did make a complaint about her weight ticket. This is a copy of the the truck when weighe empty. It is a 2000 Internation Truck. The weight of the empty truck never changes. - We feel that her price was reasonable and fair and that we did work in every way with her. She loaded almost double of her weight on the actual move day and we find that $2800.00 is more than a fair and reasonable pricee for 7000 cubic feet from PA to CO - We did communicate to her that we would except a check for payment and explained to her that the check would have to clear before we could ship her goods. It takes our bank 10 business days to clear a check and she did not wish to have to wait that long for her goods so she opted to pay cash - We explained all charges to her before and after her relocation took place - We explained to her that we would not have a problem with a re-weigh but she would have to wait for a straight truck to out to her because on a re-weigh she could not be loaded on a truck with consolidated shipments - As soon as her shipment was loaded she was given the number of her driver and was in communication with him - By law our company is entitled to use a transportation carrier for long distance moves --All our staff talked to Lori calmly and reasonably. We feel that she was the one being u nreasonable in her demands All in all we think we have made more than reasonable efforts to resolve any issues she has had with us. We have sent out a claim form to her and if there are any damages we will take care of it promptly after she returns the form to us. If there are any questions about this please feel free to contact our office @ 888-726-6683. Thank You Security Moving
