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!