- Report: #605458
Complaint Review: Starving Students Moving - Los Angeles, CA California
Reported By:
James Scott Shives -
Van Nuys CA, California, U.S.A.
Submitted:
Updated:
-
Author Confirmed
Why?
Starving Students Moving
1850 Sawtelle Blvd., Suite 300 Los Angeles, CA 900 Los Angeles, CA, 90025 California, United States of America
Phone:
(888) 931-MOVE
Web:
http://www.ssmovers.com/home.php
Categories:
Business Rating:
(0)
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Starving Students Moving Overcharged and Misquoted, Damaged Items, and Ignored Complaint Letter Los Angeles, California
Starving Student Moving (SSM) overcharged, damaged my items, and ignored my complaint letter. It's been three weeks since a letter was sent to them complaining of their services, and requesting for some resolution or response.
I called their complaint department a number of times following up on their reply but only reached their answering machine. No one was ever there to pick up my calls. To this date, no reply, no mail, no email, and no phone call from them.
This definitely proves the many negative feedback they have and been getting, even the Better Business Bureau is quite accurate in their reports about SSM.
See copy of letter below:
------------------------------
Letter Dated: April 27, 2010
CLAIM /COMPLAINTS DEPARTMENT
Starving Students Inc.
1850 Sawtelle Blvd., Suite 300
Los Angeles, CA 90025
RE: JOB ORDER XXXXXX
Move Date: April 23, 2010, Friday.
Move From: XXXXXXX
Move To: XXXXXX
To whom it may concern:
We are filing a complaint on Job performed last Friday, April 23, 2010. We were told to discuss this with you in writing by Josie. We question the following anomalies:
1 The clock started ticking when they arrived performing paperwork for almost 15 minutes.
2. The head mover wasn't performing as fast as his assistant. He was more supervising than actually moving. We actually moved boxes more than the head mover.
3. Movers moved a couple major wood furniture without consideration that resulted scratches and chips on the entertainment center and dresser. They have inconsistently protected items. Some they padded but some they just decided to push and scratch the sides and bottom, worst is when they moved heavy wood items by just pushing it on concrete.
4, Unloading was done more by us than the movers. Similar case during loading the truck.
5. The move took more than 4 hours and cost $505 (with fees) to move a 1 B/R Apartment within a 2 MILE distance (91401 to 91411) to a storage facility with elevators VS. A move for ONLY 3 hours that costs ONLY $352 (with fees) of a 2B/R House within a 15 MILE distance (91406 to 91504) to a 2 bedroom apartment with stairs. Take note that there were more furniture and boxes moved from 91406 to 91504. This alone proves a major anomaly.
6. The actual rate charged by the movers was higher than Cathy's (via online chat on April 13, 2010). $82.99 vs. $76.
7. We were charged for an extra mover for $34.99 while most of the time we were the ones bending and moving boxes and items way more than the movers. There were a lot of supervising and talking done by the movers than actually moving.
8. The movers insisted that we purchase plastic covers for the bed box and mattress. This was never a pre-requisite during our prior move to the last. We had sturdy old bed sheets to use BUT the still insisted. PLUS, this was never quoted to us to begin with even though I had Cathy to clearly breakdown all the cost that maybe included.
Please note that we wanted to discuss this right there and then (during the move) with the movers BUT decided not to SINCE their time is so costly that we just wanted to make the move quicker without wasting time discussing things that should be discussed with your head office instead.
We totally understand that every move is different in cost and time. BUT just read the facts above that prove there were anomalies during our recent move that cost us more time and money.
Frankly, we could have gone with other movers BUT because of our good past experience with you, we decided to call you again. Apparently, this time around, it was tragic and costly.
We want some kind of refund or rebate to cover physical and emotional damages during the move. We have always trusted your service BUT this recent move really gave us a bad experience.
We look forward to your immediate decision on this matter.
I called their complaint department a number of times following up on their reply but only reached their answering machine. No one was ever there to pick up my calls. To this date, no reply, no mail, no email, and no phone call from them.
This definitely proves the many negative feedback they have and been getting, even the Better Business Bureau is quite accurate in their reports about SSM.
See copy of letter below:
------------------------------
Letter Dated: April 27, 2010
CLAIM /COMPLAINTS DEPARTMENT
Starving Students Inc.
1850 Sawtelle Blvd., Suite 300
Los Angeles, CA 90025
RE: JOB ORDER XXXXXX
Move Date: April 23, 2010, Friday.
Move From: XXXXXXX
Move To: XXXXXX
To whom it may concern:
We are filing a complaint on Job performed last Friday, April 23, 2010. We were told to discuss this with you in writing by Josie. We question the following anomalies:
1 The clock started ticking when they arrived performing paperwork for almost 15 minutes.
2. The head mover wasn't performing as fast as his assistant. He was more supervising than actually moving. We actually moved boxes more than the head mover.
3. Movers moved a couple major wood furniture without consideration that resulted scratches and chips on the entertainment center and dresser. They have inconsistently protected items. Some they padded but some they just decided to push and scratch the sides and bottom, worst is when they moved heavy wood items by just pushing it on concrete.
4, Unloading was done more by us than the movers. Similar case during loading the truck.
5. The move took more than 4 hours and cost $505 (with fees) to move a 1 B/R Apartment within a 2 MILE distance (91401 to 91411) to a storage facility with elevators VS. A move for ONLY 3 hours that costs ONLY $352 (with fees) of a 2B/R House within a 15 MILE distance (91406 to 91504) to a 2 bedroom apartment with stairs. Take note that there were more furniture and boxes moved from 91406 to 91504. This alone proves a major anomaly.
6. The actual rate charged by the movers was higher than Cathy's (via online chat on April 13, 2010). $82.99 vs. $76.
7. We were charged for an extra mover for $34.99 while most of the time we were the ones bending and moving boxes and items way more than the movers. There were a lot of supervising and talking done by the movers than actually moving.
8. The movers insisted that we purchase plastic covers for the bed box and mattress. This was never a pre-requisite during our prior move to the last. We had sturdy old bed sheets to use BUT the still insisted. PLUS, this was never quoted to us to begin with even though I had Cathy to clearly breakdown all the cost that maybe included.
Please note that we wanted to discuss this right there and then (during the move) with the movers BUT decided not to SINCE their time is so costly that we just wanted to make the move quicker without wasting time discussing things that should be discussed with your head office instead.
We totally understand that every move is different in cost and time. BUT just read the facts above that prove there were anomalies during our recent move that cost us more time and money.
Frankly, we could have gone with other movers BUT because of our good past experience with you, we decided to call you again. Apparently, this time around, it was tragic and costly.
We want some kind of refund or rebate to cover physical and emotional damages during the move. We have always trusted your service BUT this recent move really gave us a bad experience.
We look forward to your immediate decision on this matter.
3 Updates & Rebuttals
ssmovers
Los Angeles,California,
United States of America
Claim form e-mail to customer
#2UPDATE Employee
Mon, July 19, 2010
A claim form was e-mailed to the customer on June 15, 2010 at 9:55 am as is clearly displayed by the e-mail screenshot below. Identifying information has been redacted in black and pertinent information circled in red. Customer has failed to perform his due diligence and return the claim form with the attached photographs. Customer does not want to honor his obligations and is blaming the Company for his own lack of cooperation. Customer is free to file his claim and attach photos of any damage claimed to have been caused during the move. Bad mouthing the Company online and stating false and fraudulent facts will not bring about a positive resolution.
Jovy Janolo
Van Nuys CA,California,
U.S.A.
Issue still open. Starving Student claims are not supported by facts.
#3Author of original report
Sat, July 03, 2010
To this date, July 03, 2010. Said 'claim form' that starving student CLAIMS to have sent out never arrived via email, mail, or what have you. I contacted them to resend the claim form. Once again, no reply from them. This just proves the point that they do not respond within the appropriate time period. BUT maybe they will, when they get to read this. Who knows?!
As complained by many, and rated negatively by many (check out Better Business Bureaus, google reviews, etc.). My complaints are similar to the many. Hence, they have a track record for bad service.
I guess I will never get to make a claim on the damages. I have all the photos to prove the damages were done by Starving Student Movers. They require the claim form BUT they never sent it out NOR responded to my follow up emails.
Never again. People be warned.
Report Attachments
ssmovers
Los Angeles,California,
United States of America
All Issues Were Promptly Addressed by the Claims Department
#4UPDATE Employee
Tue, June 15, 2010
The claims noted in this complaint were address and responded to in a prompt and diligent manner. In an e-mail dated May 20, 2010, Starving Students claims adjuster acknowledged the complaint letter and explained the Companys policies, procedures and billing practices. In a follow up e-mail dated Monday, May 24, 2010, our claims adjuster e-mailed customer a snapshot of the bill for his order clearly showing that he was not by any means overcharged for an extra mover and that the hourly rate that he was quoted was precisely what he was charged.
A subsequent e-mail dated Tuesday, June 01, 2010 (which no longer referred to improper billing) provided a laundry list of items that he claimed were damaged and their respective weights. No proof of damage or photographs were attached to the e-mail. Accordingly, in a follow up e-mail sent just a few minutes later, the claims adjuster explained that photos of the damage have to be submitted. Then, for anything confirmed damaged because of the move, settlement would be based on the valuation chosen prior to the move. In this case, customer declared his items to have a maximum value of sixty cents (.60) per pound. Additionally, it was clearly explained that for establishing weights for valuations, the Company usees a booklet provided to moving companies by the American Moving and Storage Association, which is the industry guideline. Additionally, a claim form for the damage was sent out to the customer. Regrettably, customer has not done his due diligence and has neither provided any proof of his claim nor submitted a claim form, which must be done before any further action can be taken.
The last e-mail communication was in an e-mail from the Company claims adjuster dated Tuesday, June 01, 2010 11:10 AM. No response or communication has been received from customer as of that date. Accordingly, any claim or assertion that the Company has not been responsive to his claims are meritless, untrue and defamatory. We have proof of the above-referenced communications and will go on record if necessary to dispute any fallacies and/or misleading statements. We are a reputable company and have been in business for 37 years. We will not stand to be defamed and defend meritless claims by people who refuse to honor their obligations.
