Keystone Moving Group LLC

Thank you for the support, we appreciate the feedback.

We are so sorry your experience. You were serviced on 2/14 and there were no complaints at the time of pickup. We did not hear from the customer until 3/09 with the delivery address and the customer stating they are ready for delivery. On 4/7 customer was delivered but had an added charge for redeliver fee due to the fact the customer was not available for the first delivery. When the carrier have to wait overnight for a customer then yes it will add an additional charge for the wait time, the fee was $600 the carrier explained this to the customer. In all emails we try to make the customer aware of the type of payment that is accepted at delivery which is cash or postal money order. We do apologize this was not explained in detail to the customer. The carrier is responsible for your damages and we do try to provide all customers with the information to file the claims. We again are sorry that the carrier were saying the things they said and that you had this experience with this carrier. We prayed that your claims was resolved and that you and your family stay safe. Have a great day. ..read more

We at Keystone understand the customer's frustration and why the customer may be upset. The customer did first booked this job on 10/24/2020 their pickup dates were between 1/25-1/29 we ask the customers please do not make any travel plans for those dates on the verification call. The carrier arrived on 1/27 to service the move for the customer. The original estimate was quoted at the price for 344cf which was $2848. We understand that the customer did not have all the inventory at the time of the initial call so that is why we do the Quality Assurance call to go over the inventory once again before the pickup. At any time the customer could have called us to adjust the inventory earlier if needed to. We did not know if we were loading the boxes or if they were going to take the boxes themselves at this time. Some customers do decide to take the boxes themselves and we just load the bigger furniture, so we do apologize for not knowing the box count for the customer. During the Quality Assurance call being that the customer added the boxes at this time this in fact increased the price of the move. The customer did go from 344cf to 514cf which is a 170cf increase at $7.00 per cf. Yes the new estimate was $4327.81 for the additional space on the truck. At the time the customer agreed to the changes and signed the estimate for the new price. Keystone did not collect any more money from the customer. Once the carrier arrived on 1/27 they gave the customer a worse case scenario of 700 cf, customer had between 600- 650 cf and was charged accordingly for the space they used on the truck. We give the customer the closes estimate based off the inventory that is provided by the customer. On the day of the pickup we were available I spoke to the foreman throughout the pickup and he let me know about the overages and there were no complaints from the customer at this time, regarding the payment at the time of pickup the foreman suggested that she can pay Venmo, which is one of the options of the pickup payment Cash, Postal Money Order, Zelle, Venmo, Cashier's Check or Wire Transfer, the customer did a wire transfer instead and the carrier received it on 2/3/2021. Regarding Delivery ETA, please understand in all our emails we send out to the customer that the pickup and delivery dates are estimated dates. The customer was going 2700 miles, by DOT laws and regulations the carrier has up to 21-30 business days to deliver a customer, but they do try to get the deliveries out as soon as possible. We do provide the customer with the driver number most of the time due to the fact he will have a better eta for your delivery than we will have. The customer was picked up on 1/27 and delivered on I believe on 2/12 or 2/13 which was 12 business day not even two weeks, this is great with the mileages it was going. We again apologize for the delay of delivery as well to the customer. We are striving to be a better company and will take all that was stated into consideration and improve. We wish that the customer would have reached out with more details while the move was in progress so we could have addressed the situation accordingly. We thank you for your feedback and pray that you and your family are safe in your new home. ..read more

Sally, some of your accusations are incorrect. First and foremost I have been in contact with you through all this and I am still trying to be here for you during this time and let you know that we will do what we can on our end once the claims is filed with the carrier. You said we never mention we were brokers, this let me know you did not read over your paperwork and emails. You were not underestimated with us, you had more items. I know your upset and I understand the reason, but like I have told you in all emails you have to file a claim. Yes I was upset that they delivered your items in two parts too. We stayed on top of that for you as well. You were picked up on 3/20 and you did not call about them charging you more or anything because you had more items and used more space on the truck. The next time we heard from you 3/23/2021 regarding your delivery, where you then said "I will call every day until I get an update", I told you that is fine and do not be upset if I don`t have an update for you. Not one time was it mention about the overages at pickup and what we provide to the customers is exactly that, an estimate. So you started with 1220 cf and you went up 250cf at the same price per cubic feet $5.00. With us you had 113 pieces and once the carrier loaded it was a total of 182 pieces that about 69 more pieces than you provided to us. This will increase your price and the space used on the truck. According to DOT and FMCSA you are to pay and sign prior to loading and unloading. You did not call the day of delivery until after the carriers have left and I spoke with you. That is how we knew you only had half your items and I was upset with this as well. I asked you why you did not call me while the carrier was there so I could address the situation while they were there at the location. On 4/17 your other items were delivered damaged which I do understand I would be upset as well, but I also informed you that the carrier is responsible for the damages and you have to file the claim. Once they gave you a settlement, I stated to you that I would check on my end to see what we can do but no guarantees. Now I am replying to your review when you have not gave me the chance to speak to upper management in details about everything and to see what they can get out of the carrier. We have not washed our hands with your situation, we are just holding the carriers responsible for not caring for your items and not doing a good job on your move. We have not had a problem with this carrier before but I will not be using them after this situation and I will still do my best to help you in regards to this review.
CLAIMS: Keystone Moving Group, LLC, as an interstate broker is not responsible for any acts or omissions of the moving company or its employees or agents. Customer agrees to exclusively pursue the moving company directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 9 months of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indications must specify each item damaged at the time of delivery.
TERMS: As properly licensed interstate broker, Keystone Moving Group, LLC, is not a motor carrier and will not transport or handle in any way an individual shipper’s household goods, but will coordinate and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its own published tariff. Thank you for the feedback and God bless you and your family. ..read more

Mrs Lang, I'm sorry to say but nothing was ever stolen from you or any customer. We have a 4 year track record of this, why would we steal "sentimental items of your husband", that doesn't even make sense, I'm sorry.

We sat there for over 2 hours while you loaded and unloaded individual items asking the cost of every single item as we loaded it, which we accomodated.

You were picked up on time.
Delivered on time.
No damages.
Fair price.

I am sorry you feel you had a bad experience, as the owner please reach out to us and ask for the owner to see if we can't do something to make this right. ..read more

Hello Marvin this is the owner, we spoke extensively throughout your move. You even called us at 12:30am which we answered, and handled all your questions and answers. You did not however get the resolution you were looking for, so we were expecting this bad review. We as a company are no longer interested in the slander, horrible names, and horrible false stories you have been telling about your move. We wholeheartedly accept this bad review knowing it was going to be malicious and one sided. You gave an inventory the day of booking and you weren't even present in the home so it was way off. Then the Quality Assurance attempted to adjust your inventory before the truck ever arrived, and every time we spoke you "weren't available" to do this. You were FINALLY available to adjust your inventory, after hours, the night before the truck arrived, with less than 12 hours notice of the trucks arrival. You were unavailable, gave a very vague inaccurate inventory, and not present on pickup, yet claim "Keystone" purposely left things off your inventory. This is one we will agree to disagree on. You went up by over 500 cubic feet of items (numerous extra boxes and pieces) not disclosed to our company, and were charged EXACTLY to the penny on the increases. We quoted you for exactly what you told us. Because you added so many extra pieces the price went up. Being prepare is Paramount when doing a long distance move, you were safely picked up on time, everything properly packaged, and delivered on time with no damages. Your complaint is simply due to the fact that you had a TON more items you didn't tell us about and regardless you were still accommodated the day of.. however you did have to pay extra for the overages. ..read more

Customer the day of move with the carrier and did not inform Keystone of this cancellation, we found out by the carrier who was in route to the origin; called Keystone let us know of the cancellation. 4/09 Samantha reached out to ask question about cancellation and customer did not answer, she left a voicemail. Did not have any word from the customer.
We do apologize for the miscommunication or misunderstanding. I am the new Office Manager and I was looking at all the notes regarding your move TX to WA. You signed your estimate 4/06/2020 with Frank and again on 04/07/2020. Your move date was set for 4/8-09/2020. We did our job as for as coordinating your move. We sent a reliable and professional carrier on your job as schedule to be there in 3 days to service your move. I understand you are asking for the deposit back, but as stated in the estimate you signed that the deposit was non refundable, due to you booked within 7 days of your move date. We understand life comes up but we would like the customer to know that the deposit goes towards coordinating the move; this includes reserving the truck, getting the drivers, material, and etc. so 60% of that deposit is disperse for the coordination of the customer move. If we would have heard from the customer we could have tried to work something, no guarantees but would have tried to figure something out. We do thank the customer for the feedback and pray they have a wonderful 2021!!! ..read more

6746043 10/09/2020 11:14:38 am CHRISTINA Complaint ID 100149489
FMCSA RESPONDING TO COMPLAINTS

Christina Richards
Attachments
10:06 AM (1 hour ago)
to gordon.mccutcheon

Daniel Pollet P6746043, was moved on 5/4/2020 he only had 626cf @ $5.00 per cube on original estimate with Keystone. The Customer went through quality assurance before pickup on 5/1/2020 to make any last minute revisions to his move, no changes were made. We requested the paperwork in order to determine if the customer was being charged accordingly. When we received the paperwork the customer agreed with the carrier for a flat rate of $7262.00. The customer had 17 more items and a few of his items were bulky or larger than average size. The Customer also put a BBB review up and it was closed out as well. We no longer use Evergreen Relocation Services 21330 Parthenia St Canoga Park DOT 3061872 MC 55745. We part ways with them not because of this customer but for other reasons. Below are documents for customer and correspondence on the customer`s account with us. 73.56.113.7
6746043 10/09/2020 09:39:52 am CHRISTINA Contact Name and Title: Christina Customer Manage
Contact Phone: 561-766-0316
Contact Email: Christina@keystonemovinggroup.us
This is Keystone Moving Group responding to the complaint for Job# P6746043 Mr. Pollet. He booked with Keystone on 04/07/2020. Total estimate was $3350.02. Customer also had a Quality Assurance call on 5/01/2020 to go over inventory one last time, and at this time there were only slight adjustments this kept the estimate the same quoted price. On the day of the move 05/04/2020, Keystone received a call from the carrier stating that the customer had additional items and most of the customer items were bulky, larger then average size. In this case the items would be using more volume(space) on the truck. Customer did not at the time have his televisions packed and needed additional packing for other items as well. We went through the paperwork and seen that carrier and the customer agreed to a flat binding price at $7262.00 in which the customer signed. With the total being 7262.00-1065.20 deposit= $6196.80-3100.00(pick up payment)= remaining balance $3096.80. The customer was given the proper phone call before the truck arrived to give his full inventory at the time of the Quality Assurance call and did not provide all the inventory, nor was the company informed by customer that items were bulky which is properly described on the signed contract. We do mention this in the estimate that the customer signed at the time of booking, under Additional fees in which it mentions bulky items, packing, and etc. Being that the customer signed for the revisions and agreed with the carrier for the flat rate, this does cover all the responsibilities of Keystone Moving Group to properly accomodate the customer before arrival of the truck for any additional costs he may incur, via Phone Call, Email, and Customer Service invested in the customer.

The attached contract and documents below will show that the customer was properly informed of all additional costs, as well as the paperwork signed by the customer agreeing to the costs the day of pickup with Keystone Moving Group and the Carrier involved in the agreement.

Response to BBB 73.56.113.7
6746043 09/14/2020 08:50:20 pm CHRISTINA national consumer complaint database 100149489 73.56.113.7
6746043 07/31/2020 01:27:42 pm CHRISTINA
Better Business Bureau
8:28 AM (5 hours ago)
to me

Complaint Case #: 90556501
Consumer: Daniel Pollet

Thank you for your cooperation in responding to the above consumer`s complaint.

Following our usual procedure, we notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. The consumer did not notify our office and, therefore, we are closing the case.

Please note, in the event the consumer should contact BBB once again regarding this issue, your office may be contacted to review any new or additional information we`ve received from the consumer.

Again thank you for your cooperation.

Sincerely,

Gwen Johnson
BBB Services Specialist
561 842-9278 ext 142. ..read more

Mr Royal, we have been in open communication with this customer. We have even gave him all information to file an arbitration on the moving company. We have responded to all this customer email and complaints and also assist him with the arbitration process. He states we were non communicating with him and we have notes and pdf files of emails and open communication with the customer.
Here is the responds to the BBB complaint and the closing of the complaint from BBB..
09/14/2020 12:13:52 pm CHRISTINA BBB Complaint Case# 90570486 (Ref#106-90549203-90570486-8-1300)
Inbox
x

Better Business Bureau
8:39 AM (3 hours ago)
to me, kathryn

Complaint Case #: 90570486
Consumer: Royal Rosario

Thank you for your cooperation in responding to the above consumer`s complaint.

Following our usual procedure, we notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. The consumer did not notify our office and, therefore, we are closing the case.

Please note, in the event the consumer should contact BBB once again regarding this issue, your office may be contacted to review any new or additional information we`ve received from the consumer.

Again thank you for your cooperation.

Sincerely,

Gwen Johnson
BBB Services Specialist
561 842-9278 ext 142 73.56.113.7
6743850 08/29/2020 04:55:41 pm CHRISTINA Response to BBB Complaint sent all corresponding emails that we have been in contact with the customer:


Keystone Moving Group responding to the following complaint for Royal Rosario. I started at Keystone in June and have been getting all the facts for his move. When we put carriers on our jobs, we trust that they are going to go out and do a great service for our customers and do it with integrity. The customer have expressed about the claims information which was sent over to him several times, the carrier H&M relocation do in house claims and we have sent the carrier all the emails concerning the customer`s damages, this information was provided by the customer and we forward to the carrier. We have been following up on the situation as well. We also have been contacting the carrier H&M Relocation who picked the customer up and Boost Express Van lines who delivered the customer for the customer`s final BOL so we could research to see if there were any discrepancies and neither one of the companies have complied with us on getting that information to us. Since I have taken over this matter, I have provided the customer with the arbitration steps to file against both companies, FMSCA information to file a complaint, also suggested that he may have to file a small claims against the two companies. He have then asked how to go to file small claims court for this matter, and the first step was to file the FMCSA complaint so they can start an investigation on both of the companies. We have provided the customer with both companies information and DOT numbers. we have showed the customer that we no longer work with these two carriers as well. I will forward all emails to show we have been in contact with the customer. We do have empathy in this situation. We are still working with the customer in this matter. Customer is requesting full refund in which we understand, but his job was serviced and delivered. He have damages in which the carrier is to handle through his claims department. We have sent all the next steps over to the customer to further proceed with his complaints on damages with the carriers. We will continue to be on the customers side to defend any complaints or next step of action towards the carriers. We thank you for your time and I will attach files as well. ..read more