Pick Up Movers

The client never mentioned the stairs when I asked him the first time, as I ask every client to make sure there are no hiccups such as this. As far as time, we accomplished the job in the exact time plus only 30 minutes extra as we had to use the stairs that again he failed to mention in the beginning of our conversation. I am always available to every client and as an added courtesy I give them my personal cell number for them to reach me anytime.

The client has used us in the past before and was always kind and courteous to us and we met all of their needs throughout both moves. When it came down to this past move we didn't understand his drastic change of character. There was a balance due of around $625 that was due upon pick up, and we asked the customer a couple of days prior to the move on how he would like to pay the balance and he said with his credit card. When he submitted the info on the card it turned out not to be his card, which we wouldn't process for risk of fraud.
When we asked him to please give us another form of payment the client got irate and said he had a check from his mother, which again we cannot take because it wasn't her name on the invoice. I asked if he can go and cash the check and we would of course give him proof of payment and he got all upset. At this point I began to think that the client was trying to defraud us of our balance. We had to call the authorities because things became escalated and even the officer caught on to what was going on and knew that our company was in the right about this. The client then reluctantly went to get cash somewhere to pay the balance.
The client and his wife made some insulting remarks about all of this and made some threats, in which we ignored due to the fact that his wife was pregnant and I personally didn't want to upset them any more for the sake of his wife. I calmly diffused the situation and thanked them for fulfilling their part of the contract with us.
They sent us pictures of the damage and we will be sending the Claims Department info so they can claim their damages, if any. By the way, the delivery was made on March 3rd, a full 5 days after the delivery and never addressed the damage to us upon the delivery, which we could have documented and sent back to management immediately. So this action alone seems suspicious.
Again, this is why when posting bad reviews should always be considered with a grain of salt. Hearing both sides of the story can always clear the air and truth always prevails. ..read more

Thank you so much!

The customer had 4 flights of stairs that she didn’t mention to us before arrival. We always ask about the stairs before arrival because there would be a cost for it. Also when the client mentioned boxes she said she had just medium to large boxes. When we arrived she had all the wardrobe boxes which are triple the size of the regular moving boxes, as shown in the picture she enclosed in her review. The client wanted us to absorb these extra costs which would be unfair to us or any other client that understands the true costs for this type of move. In the end we were asked not to continue the work for the client so we did as the customer asked. ..read more

Good Day Jessica,

Thank you for taking time to submit your review.
In the beginning I would like to directly answer the claims you listed in your review. Then I would like to provide our response to your review.

We are not a broker, if you take a look at copy of your contract you will notice it says Pick UP Movers LLC.
Our moving estimate was based on your inventory which you provided our sales person with. However our foreman mentioned to your representative (the individual that you assigned as your representative in your absence) that there were more items added to the inventory after the estimate was issued.

As per your request to your representative, all items were loaded onto the truck – once again we will mention it was based on your request. Moreover, we offered to unload the items that were added from the truck since they weren’t apart of what you mentioned in your description of your inventory to which your representative refused. Therefore, this is the reason behind seeing a difference between the total amount of actual bill, which again was based on the actual items and space your shipment took inside the truck, compared to the estimated article list we received from you.

I’m not mistaken in saying the same sentence you and your representative stated. You weren’t at the pickup location and you assigned as your representative in your absence.


You mentioned in your review that our salesperson lied to which I would like to state there was no lie involved. The reason for my previous statement is due to the fact of having the signature of your representative to whom every procedure was explained from the very beginning, from the pricing to the methods of contacting our company.

To improve the quality of service we offer to our customers, we differentiate all duties by department. As was mentioned to your representative, after your belongings were picked up, the dispatcher is the one who is responsible for your shipment and I would like to point out of our office work hours (9:00AM -5:00PM Mon– Fri).


Addressing your comment about missing items—everything that was listed on the House Hold Description Inventory, checked, and signed by your representative was delivered to your destination.

I would like to discover some moments of your move, since you are aware of it due to mis communication with your representative. And would like to start from the moment our crew arrived to your pick up location.

We are not denying there was a bit of miscommunication with the driver over the phone, and he missed some of your calls – and the explanation for that is the safety of the crew and shipments we are carrying on the truck. Our drivers cannot be on the phone while they are driving. However, they periodically send arrival time updates via text message to keep and other clients updated—to this we have the messages stored and can be back tracked to show the times and dates they provided the updates.

At the very beginning, our foreman mentioned to your representative that he would like to be sure that you understood the entire deal you have with our company. Your representatives response was “I will make sure that she will know about everything“, more than that a few calls were made by your representative to you (as he mentioned) before we actually started moving your belongings. After everything was understood and confirmed by your representative our foreman started packing and loading. During the time of loading your representative came up to the truck to inspect the way we worked, and he had no questions regarding that.
Right before our crew finished loading, another group of people arrived to your apartment to pick up the washer and dryer. Those people were not and are not related to Pick Up Movers in any way. What I would like to mention is that these people were not specially equipped to carry the aforementioned items, which were brought from the second or third floor (level) of your apartment.
Right after we finished, another group of people arrived to deliver something.
In addition, I would like to mention that before providing your representative with the final bill, our foreman explained about the additional inventory we picked up from you and the additional space that was used by those additional items, in that case you had two choices:
- To unload those additional items we discovered at the pickup location (which you did not mention to our sales representative that you had)
OR
- To accept the deal
After a few calls, your representative said ok to accept the deal—he agreed.
The paperwork was signed and we left your apartment. However, prior to leaving your place we noticed an issue with the truck, so our crew spent about 30 to 45 minutes on your property waiting for roadside assistance. In other words, the issue what we had with the truck became the reason why you had different truck at your destination point.
Right after that we received a call from you saying that our crew damaged walls and left trash at your pick up location. However as per photos that were provided by our foreman, and his explanation: during packing and loading the truck foreman asked your representative to provide us with trash bags into which we put empty tape rolls and tape. Afterwards, all items of packing materials that were used by our crew was gathered in trash bag. I would like to mention that we are not a disposal company—there was Styrofoam in your apartment even before we arrived to the site. We pick up the furniture, boxes, and clean up after our moves (i.e. tape, tape rolls, and/or cardboard's). If there were items left for removal—it would be up to the owner/tenant/your representative to discard the items that were not included in the move or were not used for the move in anyway.
Concerning the damage you mentioned—a group of people who arrived without any special equipment to carry washer and dryer downstairs may very well be the source of damage if there is any. Once again, I would like to say our foreman provides us with photos as they work to ensure proper supervision and completion of the job our clients expect.
Summing up, at times there is a lack of communication and trust between the client and the representative the client appointed. This cannot be the fault of our company—that is why our sales representative mentioned to you at the very beginning that we, as a company have no problem if our customer cannot be at the pick up or destination location as long as he/she can provide us with a trusted representative to act as a representative not merely a presence.
After reviewing all aspects of this transaction, we can say with great confidence that our company did everything possible to prevent any issues or misunderstandings by providing explanations before taking any actions and this—I can gladly say is what we always do.

Thank you for taking the time to read this.

We wish you the best of luck. ..read more

Thank you Barbara for taking time to write a review for us .Hope all is well at your new place.

Thank you Suzanne for taking your time to write a review . We are glad that you really liked our moving company,if you decide to move again in the future we will give you 10% discount from the total bill. Hope all is well at your new place.

To Whom it May Concern,

I would like to provide a bit of feedback regarding the experience we had with the client who submitted the above mentioned review.

The beginning of this experience:

We started working with the client on 04.27.2016, by providing him with an introduction email, a link to our web page, and the contact information of our office.

On the very same day, our sales department contacted the client to discuss the nature and details of his relocation. After the conversation was complete, we were able to provide the customer with an estimate for his relocation .

The requested date for pick up was listed as 05.02.2016, with an estimated volume of 200 CF based on an inventory of 19 pieces - an inventory which the client provided.

Our sales representative informed the customer that we can not promise an exact date for pick up, as the result we always ask for a window of days desired for pick up and deliveries as well. This is standard procedure - unless a customer would like to reserve the whole truck for himself which will guarantee the date chosen, but will increase the rate. In this case, this client mentioned that he would like this move to be as cheap as possible. To this we stated we would be able to make it as he wishes, but in return customer would have to be flexible.

Our sales representative provided the client with a window of days for pick up between the dates: 05.03.2016 -05.06.2016.

05.01.2016
Dispatch contacted the client and mentioned that we were going to be late due to an unfortunate inconvenience we have met with the crew assigned to complete the pick up. Customer informed us that he needs to leave his pick up location due to a personal reason, so we agreed to get in contact on 05.02.2016 and finalize our decision of what steps we can take.

05.02.2016
We contacted the client and provided him with a few options we can offer at the time:
Refund the deposit he made
Reschedule the pick up for another day.

The client agreed to transfer the pick up to another date and stated there would be a person there acting on behalf of the client - a representative at the pick up location.

The pick up date ended up being 05.15.2016.

05.15.2016
We completed the pick up.
As per the actual physical inventory of items we loaded on the board of the truck was 310 cubic feet which was based on 50 items.

An Interstate Revised Written Estimate was submitted.

The client requested - through his representative to be provided with the exact calculations at the time of pick up prior to loading. An exact calculation could not be provided - our foreman met with several difficulties at the pick up and could only give his professional opinion regarding the amount of additional items present at the pick up site. The items that were meant to be picked up were completely disorganized, as the result foreman was 100% sure of the volume and calculations listed on the Revised Estimate would be exactly the same. Moreover, the customers representative was unsure of which items needed to be moved. Due to that reason, the foreman stated there may be a difference, but if so it will be less then what was listed on the revised estimate.

The final calculations indicated that the customer had 110 Cubic Feet of additional space to be utilized in the truck. The rate per cubic feet is $ 5.25.

The price per cubic foot remained the same for the estimated volume and for additional volume.

Communication with our customer was established from the very beginning, and the customer did have our office phone numbers and email contact information of the dispatcher and sales representative. Unfortunately, we did not receive any updates whatsoever from the client regarding any changes to his inventory - although there was much more inventory present at the time of the pick up.

Dispatch was in contact with the customer after the duties of the sales representative were completed, and this job was added to our schedule.

As per the contract, the customer requested the first available date for delivery to be 05.20.2016.

We contacted the customer on 05.19.2016, following our agreement to inform him of our arrival 24 hours prior to the actual arrival date.

We established text conversation with the client and he confirmed his availability to receive the shipment/delivery.

When our crew arrived, the customer refused to provide us with the necessary payment form and amount.

Prior to arriving at the pick up location, we informed the customer about our payment policies and requirements. Please see below for a break down of payment required:

Due upon booking - 10% of the estimated amount in the form of a Cashiers Check, Cash, Credit Card.
Due prior to pick up - 50% of the total estimate must be paid in the form of Cash, Money Order, or Certified Check.
Remaining balance - must be paid in full upon delivery in the form of Cash or Postal Office Money Order ONLY, prior to unloading.

Moreover, the information about form of payments was explained to the customer and his representative, as result the representative signed the contract confirming his understanding of such requirements.

When our crew arrived at the delivery site and informed the office about the customers inability to provide us with payment for the remaining balance, the dispatcher contacted the customer and informed him of the required payment in order for the crew to complete the delivery. Dispatch also reminded him that it was his financial responsibility to have payment ready otherwise the delivery would not be completed - this information was also clearly stated on the " Post Contract Service Order Form" which was signed on the day of the pick up.

The customer continued to refuse following through with the required payment. In this case we had to leave the property and apply the following fees:

Re-delivery fee in the amount of $500, as per Post Contract Service Order Form
Storage service in the amount of $ 0.50 per Cubic Feet per month.

We informed the customer verbally and for confirmation purposes sent him an email dated 05.20.2016.

Following the email, the customer requested to reschedule the delivery to 05.23.2016.

All documentations/correspondences are available upon request.

Lastly, the customer provided us with the payment of the remaining balance and the re-delivery fees.

We would like to mention and reassure that the team of Pick Up Movers did everything they possibly could, not only according to a law, but by verbally explaining the terms and conditions of the company plus providing with support information in form of emails, confirming everything.

We greatly believe that there are consumers in society who attempt to take advantage of online services by accusing or smearing a company's reputation without providing the appropriate documentation/evidence supporting their accusations. This is something that must be highly monitored.

Otherwise it can create an unreasonable weak spot for the company where everyone, even people whom services were not provided for at all can go and tarnish the reputation of those who are working hard to help people with their needs.

We sincerely hope for your proper investigation of above mentioned case.

Thank you kindly.

Team of Pick Up Movers LLC. ..read more

Dear Lori,

Thank you for your feedback,
We apologize for the unpleasant experience you've had during your move. However, I want to assure you that the situation you've experienced is not of the norm.
John.

Dear Steven,

Thank you for taking your time to write a review for us!

I do not normally reply to reviews, however I feel that it is important to respond to Mr. Dey's comments. My name is Pierre and I am the sales manager for Pick Up Movers. I would like to first say that Mr. Dey's review is accurate regarding the time frame of delivery. However, a couple of facts were not included in the review. The inventory provided by the customer was inaccurate. I reviewed the inventory with Mr. Dey twice, but when the crew arrived for the pick up there was double the inventory previously provided. Because there was not enough space in the truck, a second truck was re-routed to the pick up location. In order to avoid a disruption in the delivery schedule for other families, we had to put Mr. Dey's belongings in our storage facility and then sent another truck to retrieve it for delivery. In addition, Mr. Dey requested a delivery date between the 18th and the 31st of January. We picked up on January 13th and first attempted to contact Mr. Dey on January 18th for delivery. The driver was unsuccessful in reaching him. On that same day I contacted Mr. Dey who informed me that we could not deliver on the 19th as the property management did not allow deliveries on weekends. I then asked for the property manager's information to confirm that we could only deliver during weekdays. Because we could not deliver on the 19th, we had to put his inventory back in our storage so as not to disrupt the schedule and delay everyone else's deliveries. I could have charged Mr. Dey for the extra time wasted trying to deliver, however we did not. We then had a problem with weather which caused a delay at that point. We delivered on January 29th, which was still in the window requested originally by Mr. Dey. Regarding communication, I never ignored Mr. Dey's attempts to contact me. Any question he had, I responded to in a timely manner. I attempted to keep him as updated as possible. All of this could have been avoided had Mr. Dey accurately provided the two most important factors in a move; the correct inventory and accurate information regarding delivery requirements. I hope that this will be helpful to those of you moving in the future when searching for a reputable and legitimate carrier.

Team Pick Up Movers
Pierre B.
Sales Manager. ..read more

Thank you for taking the time to write a review Ms Adams. We are glad that you really liked our moving company.

Thank you Darya for taking time to write a review for us .Hope all is well at your new place.

Thank you Ganesh for taking time to write a review for us .Hope all is well at your new place.

Thank you Brenda for taking time to write a review for us .Hope all is well at your new place.

Good day.

Thank you for taking the time to submit such a detailed review of your experience with us. We highly appreciate it. When looking to the future, receiving public correspondence regarding some of the mentioned concerns is a great value for us. We believe it will lead us to full cooperation with present and future customers, as they call it to “be on the same page”.

After reviewing your comments, it seems your attention was on a few subjects in particular:

1. Communication
2. Understanding your Estimate
3. Schedule

Therefore, our responses will be regarding the subjects listed above.

1. Communication.

In general, every action we take is typically based on our experience with previous and current clients (i.e. demand for follow ups and updates). We regularly monitor our relationships with clients in order to generate the most optimal solutions when providing our services.

Of course, this does not exclude any unique reasonable requests of any individual client—we usually proceed with the request as long as we receive it.

Now to address your request, please read below:

The first time we contacted you was on 12.05.16. Once our sales representative received your request for a relocation, he proceeded with follow up calls on a regular bases. At that point, we did not receive any type of specification from you regarding follow up call limits or amounts. Knowing that your moving date was close to the holidays, he informed you that it would be better for you if you were to decide as soon as you can.

After we checked our system, we discovered the following attempts in contacting you:

12.05.16

• 2 Telephone calls
• 3 Emails which are automatically generated and sent by our system. The emails consisted of the following:
1. Moving estimate – after a conversation with you.
2. Follow up (2) – to check if you have any questions and understand the nature of our service, terms, and so on.

12.06.2016

• 2 Telephone calls
• 3 Emails which are automatically generated and sent by our system. The emails consisted of the following:
1. Follow up
2. Update your estimate based on clarification of your requests and booking.
3. Credit card authorization form


We believe this is the norm of correspondence, to ensure cooperation and understanding of any requests and/or services.

Assuming your complaint at the beginning of your review was regarding our “bombardment” of communication and your understanding of follow up procedures, we are afraid of imagining what would have happened had we communicated less with you. In fact, we believe we should communicate much more for clarification of all aspects of the relocation prior to adding you to our schedule.

Continuing on- during your communication with the sales representative, it was mentioned that your moving job will be transferred to the dispatch department. It was also stated that if everything will go according to schedule- you will be contacted by the crew or the dispatch department prior to their arrival or if they arrive before your requested pick up date. Meaning we will get in contact with you to update you.


In fact, you requested 12.22.2016 as the preferred date for Pick Up, and 12.23.2016 as a back update, just in case. Since everything was going according to schedule, we contacted you one day before to inform you about our arrival time.

You mentioned that the sales person answered your phone call when you called from another line- the reason for this is because that number you called from was not assigned to the dispatch department. Therefore, the sales representatives pick up calls UNLESS those numbers are assigned to other departments which was what happened in your case.

Your original number was assigned to the dispatch department since that was the next step in the moving process. All of your contact information was forwarded to our dispatch department due to the specific established delegation we have in the office.

After we complete your pick up, we followed up with you on 12.23.2016 to remind you that the dispatch department is responsible for anything regarding your relocation therefore, they are who you would contact directly. You provided us with aresponse regarding the pick up. You stated that it was a “good” and “expected” performance by the crew and Sales Representative respectively—you then confirmed your First Available date for Delivery (12.26.2016).


Regarding the decreased communication from us after your pick up was complete, we have records that show that after dispatch discovered a misunderstanding with the first available date (after 12.29.2016), we were contacting you every day directly to keep you posted – as per your request.

Over all we have listed the following communication with you:

➢ 8 times of telephone communication from your number (504 ……..), which is nowhere close to the 20 times you mentioned. Out of those 8 calls - 6 times the call was connected, 1 time - we missed your call, it was disconnected, and 1 time your call went to Voice mail).

Concluding this paragraph, I would like to pay particular attention to our promises, which are based on requests, on the knowledge provided to us by our clients (we simply cannot guess), and the fact that we are doing our best to fulfill them. In fact, we believe we have been successfully doing that based on the majority of our experiences we have with our clients in addition to the presence of cooperation.


2. Understanding Your Estimate

In general, an estimate is an agreement made in advance with the moving company. It states that the total cost of the move will be based upon the quantities (specific item list) and services shown on the estimate. We include all requests provided to us by the customer, to make sure that the calculation will be done accordingly. The estimate is a subject of the Federal Law. As a company, we have to comply with the Federal Law- no matter what.

On top of that, everyone knows that statements of the Law are sometimes difficult to understand since they are rarely written in layman’s terms. As a result of our ability to cooperate, we did our best to simplify these “law statements” into understandable, every day language, to be sure that our clients will understand them correctly.

So what we have done is list the information you should know in paragraph formation titled“Understanding Your Estimate” and attached it to the estimate calculations. Moreover, we make certain that our Sales Rep will provide you with a basic verbal explanation, and bring your attention to the necessity of reading the “Understanding Your Estimate” portion before booking with us. Additionally, our Sales representatives are, of course, always available for clarifying, elaborating, and explaining more specifics of the law.

Throughout the move, we repeatedly stated “please provide us with any information about the upcoming relocation, so we can provide you with the most accurate answers, and even better service”. We always seek the ability to fulfill the “promise” – to make sure that your relocation will be as easy as we can make it.

For example: The law says we have to complete a customer’s delivery within 30 business days from the First available Date for delivery. This subject of the law is related to every company, and most companies are hiding that statement. It is understandable why, because there is high risk of “scaring the customer”.

What Pick Up Movers does is the following:

We understand that bringing it up (30 days for delivery by Law) will possibly create inconveniences for our clients; we do our best to educate our customers on that matter. Moreover, we provide promised days for delivery, for the relocation that is on regular schedule (no additional fees) we provide a promised window of days for delivery – which depends on the volume of the shipment and the distance of the relocation. Our promise starts from the First Available date meaning we promise you 5 to 7 business days for delivery. For example, if your first available date is 01.01.2016, we will complete your relocation within 5-7 business days starting the count from 01.01.2016.

FYI- there are other delivery services available for a cost. If a customer is requesting the services and is willing to pay a reasonable amount – we fulfill the services.

Regarding your statement about the deposit - there are no such cases where we try to rush the client to submit a deposit at all. What we try to explain is: based on a request, there are cases during which time is valuable, and the Sales Representative might advise you to submit deposit as soon as possible, so you will reserve your spot.


Why, because we believe it is understandable for everyone that we as company have certain abilities, as result we have some limits in the amount of customers we can handle. So as more customers we have on our schedule, as less open windows for “you” we have, and rates are subject to change time to tame based on the season and so on.

This touches on “cooperation”. We know that if today we run the rate of $3 per cube and you are planning on moving in the middle of the season when rates are higher – our sales rep will advise you to make a reservation as soon as you can to lock in your rate now instead of waiting and paying higher rates.
Further cooperative services we provide are:

✓ The rate we give – it will not change once you lock it in
✓ Ability to update your requests – as much as needed.
✓ Ability to cancel your move – the full amount of the deposit will be refunded (72 hours notice is required).


Clarifying the deposit “rush”, there is no need for us to rush since we state the deposit is fully refundable. Meaning rushing you with a decision will heighten our risk of losing you as a client, and this not what we want.

Calculations- another aspect of “Understanding Your Estimate”.

We advise everyone to be careful, and make sure to understand it.

Related to your complaint - Calculation of the total moving cost is based on the volume.

I would like to mention some facts.

From the very beginning, we clearly state that: What you are planning to move matters, so we need a full inventory of items you are planning to relocate.

After the first conversation with you, our Sales person listed 24 pieces on the request for therelocation. The estimate based on your request was emailed to you. Calculations listed (24 pieces, 255 Cubic Feet, Price $ 4.25, Total: $ 1332.63)

You viewed your estimate, and discovered that you have more items that needed to be moved—you informed the Sales Representative to adjust the inventory list. It was done, and we emailed you a new estimate, based on your updates (27 pieces, 298 Cubic Feet, $ 4.00, Total $ 1451.70)

After you reviewed it, it seems to us that you agreed – since you provided us with a signature.

At the time of the actual pick up, when our crew arrived, we discovered that you had something significantly different from what was provided by you to our Sales department.

In fact, we picked up 63 pieces. Once again, 63 pieces. I believe we do not have to stop on the reason we picked up 63 items, or where we got it from.

As soon as our foreman discovered that the actual amount of pieces was different, we informed you that your total calculation will be different, and will be based on actual volume your belongings will take up inside of the truck, as it was mentioned from the very beginning. All explanations of calculations were done before we started working to pack and load your belongings on the board of the truck.

For those who read this review, please don’t get us wrong, but cases like this are one of the reasons we ask for your cooperation, and for a window of days for pick up, or delivery. We are trying to discover as much information about relocation of the client as possible; unfortunately, it does not always work. We are not trying to place blame because sometimes the reason might be –a simple inconvenience that the customer was aware of. So we are asking for cooperation in all aspects of relocation (providing us with information, working on schedule for pickups or deliveries).

Back to the actual calculations of the relocation.

Item-wise – on the last estimate, we had 27 pieces listed from you—we actually picked up 63 pieces. We are talking about a 2.3 time difference than what you mentioned.

However, the reflection on the total calculation was an additional volume of 177 cubic feet.

Even though it was an inconvenience for us as company as well as for our other clients on schedule, since it led to a lack of space for other clients that day and it created delays on the schedule – we kept the rate as we promised for the estimated volume and additional volume the same. In fact, when we saw that your volume was increasing, we actually lowered your rate (it was 4.25 in the beginning and we changed it to 4.00 towards the end).

So, the additional amount was $ 778.80, which is 1.5 times higher then what was mentioned on the estimate.

What we are trying to explain is this: The amount of actual pieces you are planning on moving is a very important aspect of relocation. We need to either:
• Come up with exact, accurate numbers and measurements.
• Or, if the customer is not sure about what will actually “go”, simply understand the idea that the total calculation will be based on the Actual Volume it will take up inside of the truck.

However, we do not want you to be confused. The amount of pieces by itself does not reflect the total calculations. It is a matter of volume. For example: we have an estimate for 2 pieces, which is 200 cubic feet. If you add 4 pieces, it doesn’t necessarily mean that it will be 600 cubic feet—we need to know what the volume of these additional items is for proper calculation.

On to the next subject, related to the schedule which is clearly mentioned in Understanding Your Estimate – the first available date for delivery. FYI – we run a few various services in regards to deliveries:

➢ Classic – no additional fee.
➢ Expedite – at an additional fee.
➢ Straight – at an additional fee.
➢
➢ Guarantee – at an additional fee.
➢
You chose the classic delivery—which is the most common delivery, meaning that you will provide us with the first available date and we will start counting our promised delivery window (we promised 5-7 business days for delivery) from the time of your first available date.

3. Schedule.

Our schedule for delivery is based on the customer’s requests, and the sequential order. We always keep track of our customer’s availability to make sure we can fulfill our promise.

Of course, there are cases of unexpected events. We talking about condition of the vehicle, weather, traffic, and other customers we have on schedule. In the event we break our promise, we are ready to take responsibility for it.

In the case of holidays and so on, most building associations do no allow moves to take place on those days, therefore we try to be very careful with the schedule so it will not collapse or become disorganized.

Regarding your case, 12.25.2016, since this is a holiday when most places were closed and the majority of people were not ready to accept pick ups or deliveries, we made the decision to leave the very next day. Prior to making this decision, we made certain that this would not break our promise for delivery.

We arrived at your location on 01.02.2017, which was the fifth business day from your first available dates (12.26.2016) – this fit into our promised time frame.

We truly hope that the delivery of this information will help you realize the quality service and the amount of effort we put into the service we provide. We are firm with our words only to make sure that whatever was said by us in the beginning will not be different at the end.

We hope for your cooperation and solidarity. We do not want you to take our explanation as excuses because you submitted a claim—we take such cases as opportunities for us to explain, and improve.

We appreciate your time, and for selecting us as your moving company, and we are hoping that in the future you will consider us for your next relocation. ..read more

Our policy is up to 7 business days window for delivery, as we mention this to all of our clients. They decided to use us because they said we gave them the best rate, and we of course, always ask if there are any other items that you wish to take that isn't on the estimate and when we arrived the customer had about double the amount she was quoted. We still picked up the items as requested and explained to her again that her volume increased and agreed with us to pay the extra cost for what she never montioned to us, so the move went on without a hitch. The customer was pleased that we did a great job. There was no indication anything was upsetting the client.
Again the 7 business day window was explained to her and in our contract was clear. She told us they would wait patiently for the household goods to arrive considering we didn't allocate all the extra space her belongings took in the truck, knowing she wasn't accurate with us from the beginning.
I believe there were a couple of fragile items that got damaged during the move, and we offered them to go through our valuation to process the claim. Something that very rarely happens with us..but we helped her through that process.
The customer was not happy with what the valuation offered for her belongings and was calling everyday for 2 weeks extorting us for $500 or that they would write a bad review online on us. There was absolutely no damage to warrant such claim and we tried to realistically to work with her in vain.
Her claims for being late is discredited as such and should show that she was willing to write more falsehoods to make our reputable company look bad. Our service and care to our clients is first and foremost the most important thing for us. Unfortunately, you cannot please every client as the thousands of other clients that have nothing but great things to say about us. ..read more

Good day,
Thank you for taking the time to write, we appreciate every opinion especially when it reaches the public. We take this opportunity to be even more transparent with our clients. Firstly, we apologize for any inconveniences and any divergence from expectations.

I would like to go step-by-step according to your statement – not to take it personally, but to make it easy for our readers.

Frank is not the owner, he is a sales representative. We listened to the call recorder and went over your conversation with him, he never mentioned that he is the owner. Being a sales representative, he’s looking for a sale yes—this is the truth. He gets his commissions from the sale. That being said, it would be strange for him to underestimate because that means he’s losing money and it makes no sense for such an action from him, especially in times like the current ones we are in. Regarding the final calculations, Frank does not take part in that, I am not trying to brighten him up in the eyes of the readers, but being a sales person he’s in the office or at home. We have crews up there, who conduct the final calculations based on the actual volume of space occupied by your belongings so he cannot increase or decrease because being a sales rep, he is not there. He books the jobs based on the inventory given by the client, that is it.

Regarding the arrival time, we are sorry about that, and we are working on adjusting our schedule and increasing the amount of drivers on the road and much much more. However multiple things come into play:
Covid
Riots
Curfews

We believe those factors need no explanation, just the fact of the circumstances we are in. Therefore we plan our crews roads and make sure that they will be staying overnight in safe neighborhoods for their safety and because we have your belongings on board. Despite the fact that we have to comply with logbook rules (which has strict rules for all drivers) we also have to work with the circumstances previously mentioned, we ask every client to provide a window of time for arriving and we guarantee that the crew will get into contact with you and keep you posted. According to the text communications this is what they did, they contacted you and kept you posted.

Once again, we spoke with you and according to the dispatch report you did not mention a delay in arrival to be an issue, so if we can do anything about it please let us know. You have our contact information and we will do our best to accommodate your request.

Regarding the final calculations. We see that you received an estimate and we went over the conversation with Frank. It was mentioned clearly that:
The estimate is based on the volume (space) your belongings take up inside the truck, which is measured in cubic feet.
We collect your items to come up with an estimate of the cost so you can have an idea of what you will pay and how to pay, to fulfill our promise to be transparent.
An estimate is a guess of what the size, value, amount, cost, etc. of something might be.
The actual volume can only be accurately and precisely calculated once all items are loaded on the truck.

It would be suspicious if the foreman came up with the final calculations before they loaded your belongings onto the truck, before they could actually see the space it takes up.

However, it is not clear in your statement/message if you were referring to a revision of the estimate or not. So because you mentioned “final calculations”, we assumed this is what you are referring to.

We never force our clients to do anything – in fact the first thing we advise the client or ask a client is “would you like to leave your items behind” since there are extra items.

Why do we do that?
Firstly, because it is your money.
Secondly, sorry to say but when there are extra surprise items, it interferes with our schedule. We plan our trips ahead of time based on what inventory our clients provide to us and when we are facing many extra items and utilizing extra space, we have to rearrange and possibly reschedule our trips. Thus we experience a domino effect with other pick ups and deliveries.

What you can say we do “enforce” is proper paperwork to be signed prior to beginning the move, which are: the revised estimate, if needed, valuation addendum, bill of lading (only the payment part and acknowledgment) and other supportive paperwork (such as delivery information, etc). This, we believe is understandable,that in order to start a service and work with your property, we have to have some kind of legal approval, not just mere words. When it comes to paperwork, we ask them to be signed otherwise we have no right to start doing the move.

If you are reading this far, we appreciate your patience, and we are trying our best to explain and educate ourselves and everyone else, first to be able to earn a 4+ rating on the most legitimate review sites. It cannot happen by itself, there’s a lot of sweat behind it. From the perspective of the back office, we are doing our best to explain and to be transparent, seeking, asking and begging for cooperation. Every customer matters to us. ..read more

Thank you!