- Report: #945607
Complaint Review: Movebuilder - Wichita Falls Texas
Reported By:
-
Chico, California, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
Movebuilder
4401 Barnett Rd Wichita Falls, 76310 Texas, United States of America
Phone:
800-570-0631
Web:
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Movebuilder Moving Solutions Inc. Interstate freight carrier and home furnishing shipper Wichita Falls , Texas
Report Attachments
September 20, 2012
In Sum: Movebuilder used twice the amount of space needed to ship my items, packed the truck in a way that resulted in all my furniture being damaged, refused to move forward with the insurance claim until I capitulate on the fraudulent freight overcharge, and appears to be punishing their vendors who reported the inferior packing and service by not paying them. In addition, Moving Solutions/Movebuilder has altered documents and receipts that appear to be permanent records online.
Below is a letter to my credit card company that explains all this in detail:
Thank you for reviewing my dispute with Moving Solutions Inc,
AKA MoveBuilder, a subsidiary of Arkansas Best Freight, Inc (ABF).
My dispute with this company stems from their fraudulent waste of space and overcharge while shipping our belongings from New York to California and from their refusal to honor their insurance contract for damage they caused to our belongings until I capitulate to their fraudulent overcharges.
As a background note, ABF, Moving Solutions, Movingstaffers, and MoveBuilder are an interstate freight company that charges by the linear foot of space in their trailer. ABF appears to be the parent company, which is a trucking company, while U-Pack, Moving Solutions, Movingstaffers, and MoveBuilder are subsidiaries or aliases that handle the contracting of loading, unloading, insurance, and coordinating with vendors.
This is my fourth move with this company. The previous experiences were very positive, and I have been quite surprised by their behavior during this transaction. Unfortunately, my previous good experiences with this company resulted in trusting them for documentation. I have found that the documents I thought I had stored with them online have been modified by them along the way. This somewhat complicates my documentation of my claim, but I have enough hard copy documentation to show how they have changed documents and also to convincingly establish the basis of my dispute.
The following outline will explain my dispute:
1.
May 2011:
ABF moved our belongings from California to New York. I supervised the loading of the truck, and 5 linear feet of trailer was used. Please see copies of documents I downloaded in 2011 during that move ( Exhibit A-1, A-2, A-3).
2.
The reservation summary I printed tonight (9/20/12), indicates the reservation was 6 linear feet. It now appears they overcharged me for the previous move. I did not notice that at the time. The important point here is
that we moved to New York in 5 (or at most 6) feet of space, and that MoveBuilder modified my online documents. (See
Exhibit A-4 dated downloaded 9/20/12 and compare with Exhibit A-2, the same document downloaded 5/18/2011).
3.
March 2012:
we contacted with ABF to move our belongings back to California in June 2012. We had essentially the same belongings, which fit in a 450 square foot apartment. I initially asked for an estimate for 7 linear feet of space (see Exhibit B-1). Later I
realized we only used 5 linear feet the previous move, so asked the quote to be revised to 5 linear feet. This was done,
but I did not print a copy of that document, and it was later modified by MoveBuilder (see Exhibit B-2 and compare with B-1).
4.
ABF/MoveBuilder was contracted to wrap, load, ship, and unload our belongings.
5.
March 27, 2012: Shiree at ABF informed me that they would use a shuttle to transfer our belongings to their terminal in New Jersey, where they would transfer them to another truck for the cross country move.
6.
June 24-27, 2012: I had multiple conversations with Katie Franks at MoveBuilder about the shuttle, use of space, and how our belongings would be cared for in the transition. I expressed particular concern about
a. Not being able to personally supervise the packing of the truck
b. Careful utilization of space
c. Appropriate wrapping and protection of our belongings
7.
Katie Franks assured me that they would utilize space efficiently and wrap and handle our belongings with appropriate
care. Thats our job to worry about these things. Leave it to us.
8.
We paid extra for $40,000 insurance coverage at replacement value for lost or damaged items and for special crating of our
antique carpets (Exhibits B-2, C).
9.
MoveBuilder quoted me freight and moving charges for 5 linear feet of space. In my estimation, very careful utilization of
space would be needed to get our belongings in 5 linear feet as in the move to New York. Average use of space would
result in 6 feet of space, and poor planning would result in 7 linear feet.
10.
June 28, 2012: MoveBuilders movers arrived late to our apartment in New York. I had to leave for work before they were
finished loading the furniture. Before leaving, I specifically requested they load the truck efficiently, which they
agreed to do. I also specifically requested they complete the wrapping of valuable furnishings, as well as
multiple other items, which they declined, stating this would be done once the items were in the truck.
11.
July 18, 2012: Our items were delivered to us in Chico, California. 12 linear feet trailer space was used. The unloaders were at first reluctant to comment on the condition of our furniture or the loading job, citing fear of retribution, but as they were confronted with the reality of it, they commented multiple times that this was the worst packing job they had ever seen. The
truck was only half to two-thirds full (that is, packed half way to the top of the trailer) in most places. Items were
thrown in haphazardly, with boxes clearly labeled LAMPSHADE crushed under boxes of books, many large gaps of empty trailer space, and every piece of furniture was damaged. It was apparent that no additional wrapping was done after I left the movers in our apartment in New York. (See pictures Exhibits D). While items such as bookcase panels
were thrown in unwrapped, we found 2 large wardrobe boxes filled with old wrapping/shipping paper packed in the truck (pictures available). The unloaders documented the damage on their shipping report and in conversations with their
supervisor while I was present.
12.
IN SUM, OUR BELONGINGS WERE TREATED WITH COMPLETE DISREAGARD, DISRESPECT, AND NEGLEGENCE. THE UTILIZATION OF SPACE, FOR WHICH WE WERE CHARGED BY THE FOOT, WAS AT BEST NEGLIGENT, AND AT WORST FRAUDULENT.
13.
July 18, 2012: I began a series of conversations with Katie Franks at MoveBuilder about the utilization of space and damage to our belongings. Both of these were documented on the report by the unloaders (Exhibit F, obtainable from Katie Franks at MoveBuilders).
14.
July 27, 2012: Katie Franks acknowledged and apologized for the poor use of space and damage to our belongings. She offered to reduce the shipping charges to 9 linear feet. I replied that 5 linear feet would have been ideal and 7 was the most I could imagine being within the realm of reason. Katie Franks directed me to take up my dispute with my credit card company.
15.
July 26, 2012: I filed the first dispute/inquiry with American Express for the excess shipping charges ($3585).
16.
July-August 2012: I called and emailed MoveBuilder multiple times requesting to discuss our situation with someone at the management level who could resolve our dispute and also address our concerns with the apparent
problem with quality control in MoveBuilders supply line. These requests were not honored (Exhibit E-2).
17.
August 27, 2012:
we completed the laborious task of cataloging damage, researching
replacement costs of our belongings and submitted a claim to MoveBuilder. The total damages claimed are $11,178. (Exhibit F).
18.
The actual replacement cost of damaged items is more than the amount of our claim. By MoveBuilder policy, a submitted damage claim cannot be amended and, as can be expected in situations like this, not all the damaged items were included on our list.
19.
August 29 2012: Elaina from MoveBuilder called and emailed to inform me that she had received the claim, but it would be on hold until the credit card dispute is resolved in MoveBuilders favor (Exhibit G).
20.
September 11, 2012: We filed a second dispute with American Express for the excess freight charges and the balance of the freight charges to offset the cost of damaged furniture that MoveBuilder is withholding in breach of their contract with us.
21.
September 12, 2012: MoveBuilder sent me two emails. One was a revised invoice, with the same excessive charges but a different distribution of charges. The second was a notification that I would be contacted by their adjuster regarding our damage claim. I note that the payment to the people who unloaded our furniture and documented the damage was reduced to $10.50 (Exhibit H). It appears the unloaders fear of retribution was well-founded (Compare Exhibit B-2 with Exhibit H).
In sum, this company has acted with negligence, shown no inclination to reasonably negotiate or discuss these
events, and has displayed signs of obstruction, deception, and apparent punitive actions against their agents who documented the damage and poor service. They were unresponsive to my requests for a productive dialogue and in flagrant breach of contract until you reversed the charges.
I request that you maintain the reversal of charges until they complete their negotiations with me in good faith.
As usual in my experience with American Express over the past 17 years, it has been a pleasure working with your representatives. They have been very helpful at each encounter. I truly appreciate the extra layer of protection you provide in my financial transactions.
Sincerely,
In Sum: Movebuilder used twice the amount of space needed to ship my items, packed the truck in a way that resulted in all my furniture being damaged, refused to move forward with the insurance claim until I capitulate on the fraudulent freight overcharge, and appears to be punishing their vendors who reported the inferior packing and service by not paying them. In addition, Moving Solutions/Movebuilder has altered documents and receipts that appear to be permanent records online.
Below is a letter to my credit card company that explains all this in detail:
Thank you for reviewing my dispute with Moving Solutions Inc,
AKA MoveBuilder, a subsidiary of Arkansas Best Freight, Inc (ABF).
My dispute with this company stems from their fraudulent waste of space and overcharge while shipping our belongings from New York to California and from their refusal to honor their insurance contract for damage they caused to our belongings until I capitulate to their fraudulent overcharges.
As a background note, ABF, Moving Solutions, Movingstaffers, and MoveBuilder are an interstate freight company that charges by the linear foot of space in their trailer. ABF appears to be the parent company, which is a trucking company, while U-Pack, Moving Solutions, Movingstaffers, and MoveBuilder are subsidiaries or aliases that handle the contracting of loading, unloading, insurance, and coordinating with vendors.
This is my fourth move with this company. The previous experiences were very positive, and I have been quite surprised by their behavior during this transaction. Unfortunately, my previous good experiences with this company resulted in trusting them for documentation. I have found that the documents I thought I had stored with them online have been modified by them along the way. This somewhat complicates my documentation of my claim, but I have enough hard copy documentation to show how they have changed documents and also to convincingly establish the basis of my dispute.
The following outline will explain my dispute:
1.
May 2011:
ABF moved our belongings from California to New York. I supervised the loading of the truck, and 5 linear feet of trailer was used. Please see copies of documents I downloaded in 2011 during that move ( Exhibit A-1, A-2, A-3).
2.
The reservation summary I printed tonight (9/20/12), indicates the reservation was 6 linear feet. It now appears they overcharged me for the previous move. I did not notice that at the time. The important point here is
that we moved to New York in 5 (or at most 6) feet of space, and that MoveBuilder modified my online documents. (See
Exhibit A-4 dated downloaded 9/20/12 and compare with Exhibit A-2, the same document downloaded 5/18/2011).
3.
March 2012:
we contacted with ABF to move our belongings back to California in June 2012. We had essentially the same belongings, which fit in a 450 square foot apartment. I initially asked for an estimate for 7 linear feet of space (see Exhibit B-1). Later I
realized we only used 5 linear feet the previous move, so asked the quote to be revised to 5 linear feet. This was done,
but I did not print a copy of that document, and it was later modified by MoveBuilder (see Exhibit B-2 and compare with B-1).
4.
ABF/MoveBuilder was contracted to wrap, load, ship, and unload our belongings.
5.
March 27, 2012: Shiree at ABF informed me that they would use a shuttle to transfer our belongings to their terminal in New Jersey, where they would transfer them to another truck for the cross country move.
6.
June 24-27, 2012: I had multiple conversations with Katie Franks at MoveBuilder about the shuttle, use of space, and how our belongings would be cared for in the transition. I expressed particular concern about
a. Not being able to personally supervise the packing of the truck
b. Careful utilization of space
c. Appropriate wrapping and protection of our belongings
7.
Katie Franks assured me that they would utilize space efficiently and wrap and handle our belongings with appropriate
care. Thats our job to worry about these things. Leave it to us.
8.
We paid extra for $40,000 insurance coverage at replacement value for lost or damaged items and for special crating of our
antique carpets (Exhibits B-2, C).
9.
MoveBuilder quoted me freight and moving charges for 5 linear feet of space. In my estimation, very careful utilization of
space would be needed to get our belongings in 5 linear feet as in the move to New York. Average use of space would
result in 6 feet of space, and poor planning would result in 7 linear feet.
10.
June 28, 2012: MoveBuilders movers arrived late to our apartment in New York. I had to leave for work before they were
finished loading the furniture. Before leaving, I specifically requested they load the truck efficiently, which they
agreed to do. I also specifically requested they complete the wrapping of valuable furnishings, as well as
multiple other items, which they declined, stating this would be done once the items were in the truck.
11.
July 18, 2012: Our items were delivered to us in Chico, California. 12 linear feet trailer space was used. The unloaders were at first reluctant to comment on the condition of our furniture or the loading job, citing fear of retribution, but as they were confronted with the reality of it, they commented multiple times that this was the worst packing job they had ever seen. The
truck was only half to two-thirds full (that is, packed half way to the top of the trailer) in most places. Items were
thrown in haphazardly, with boxes clearly labeled LAMPSHADE crushed under boxes of books, many large gaps of empty trailer space, and every piece of furniture was damaged. It was apparent that no additional wrapping was done after I left the movers in our apartment in New York. (See pictures Exhibits D). While items such as bookcase panels
were thrown in unwrapped, we found 2 large wardrobe boxes filled with old wrapping/shipping paper packed in the truck (pictures available). The unloaders documented the damage on their shipping report and in conversations with their
supervisor while I was present.
12.
IN SUM, OUR BELONGINGS WERE TREATED WITH COMPLETE DISREAGARD, DISRESPECT, AND NEGLEGENCE. THE UTILIZATION OF SPACE, FOR WHICH WE WERE CHARGED BY THE FOOT, WAS AT BEST NEGLIGENT, AND AT WORST FRAUDULENT.
13.
July 18, 2012: I began a series of conversations with Katie Franks at MoveBuilder about the utilization of space and damage to our belongings. Both of these were documented on the report by the unloaders (Exhibit F, obtainable from Katie Franks at MoveBuilders).
14.
July 27, 2012: Katie Franks acknowledged and apologized for the poor use of space and damage to our belongings. She offered to reduce the shipping charges to 9 linear feet. I replied that 5 linear feet would have been ideal and 7 was the most I could imagine being within the realm of reason. Katie Franks directed me to take up my dispute with my credit card company.
15.
July 26, 2012: I filed the first dispute/inquiry with American Express for the excess shipping charges ($3585).
16.
July-August 2012: I called and emailed MoveBuilder multiple times requesting to discuss our situation with someone at the management level who could resolve our dispute and also address our concerns with the apparent
problem with quality control in MoveBuilders supply line. These requests were not honored (Exhibit E-2).
17.
August 27, 2012:
we completed the laborious task of cataloging damage, researching
replacement costs of our belongings and submitted a claim to MoveBuilder. The total damages claimed are $11,178. (Exhibit F).
18.
The actual replacement cost of damaged items is more than the amount of our claim. By MoveBuilder policy, a submitted damage claim cannot be amended and, as can be expected in situations like this, not all the damaged items were included on our list.
19.
August 29 2012: Elaina from MoveBuilder called and emailed to inform me that she had received the claim, but it would be on hold until the credit card dispute is resolved in MoveBuilders favor (Exhibit G).
20.
September 11, 2012: We filed a second dispute with American Express for the excess freight charges and the balance of the freight charges to offset the cost of damaged furniture that MoveBuilder is withholding in breach of their contract with us.
21.
September 12, 2012: MoveBuilder sent me two emails. One was a revised invoice, with the same excessive charges but a different distribution of charges. The second was a notification that I would be contacted by their adjuster regarding our damage claim. I note that the payment to the people who unloaded our furniture and documented the damage was reduced to $10.50 (Exhibit H). It appears the unloaders fear of retribution was well-founded (Compare Exhibit B-2 with Exhibit H).
In sum, this company has acted with negligence, shown no inclination to reasonably negotiate or discuss these
events, and has displayed signs of obstruction, deception, and apparent punitive actions against their agents who documented the damage and poor service. They were unresponsive to my requests for a productive dialogue and in flagrant breach of contract until you reversed the charges.
I request that you maintain the reversal of charges until they complete their negotiations with me in good faith.
As usual in my experience with American Express over the past 17 years, it has been a pleasure working with your representatives. They have been very helpful at each encounter. I truly appreciate the extra layer of protection you provide in my financial transactions.
Sincerely,
Report Attachments
