Premier Transfer & Storage, Inc. Reviews (28)
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Premier Transfer & Storage, Inc. Rating
Description: MOVERS, LOGISTICS, STORAGE UNITS-HOUSEHOLD & COMMERCIAL
Address: 1175 Intervale Drive, Salem, Virginia, United States, 24153
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I apologize that the customer is confused as to the agreement she signedThe copy of the agreement is attachedShe signed a binding price agreement which included the use of a shuttle truckThe customer's residence is located in a remote, wooded area with very poor access including a dirt and
gravel roadThe customer agreed that a standard moving tractor and 53' trailer could not access her homeThe result was the agreement by my company to provide a smaller shuttle truck that could access the propertyThe move was completed using the smaller truckEven the smaller truck had difficulty accessing and departing from her homeThe shuttle charge is a charge for not using a standard tractor and 53' trailerAfter loading, we decided to perform the full move using the smaller truck to avoid handling the customer's items multiple times and risk damaging her itemsThe agreement included the shuttle service, use of the smaller box truck rather than the full size tractor trailer, and Premier performed the service using the smaller truck
Regards,
*** ** ***
President
I completely understand the customer's concernAs we provide delivery for other company's I recommend that the customer contact the company they purchased their item from to inform them they did not receive all of their itemsIn turn, I will also have our logistics manager review our receipts to determine if we actually received item number of which was not deliveredRegards, *** * ***, President
I am very disappointed that you have received poor service from my company. I will personally work to get this issue resolved immediately and your items delivered today. I take seriously the performance of our company and my service to our country. Clearly this has not been handled correctly and...
I need to get your items delivered immediately.
Regards,
[redacted] [redacted]
President
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My husband and I informed Premier Transfer and Storage on July 26, 2014, when the full-sized truck was left in the driveway, that failure to provide a shuttle and shuttle service was an unacceptable breach of that term of our contract with [redacted]. Despite multiple phone calls that day, and continuing through numerous email exchanges and complaints since then, now for the very first time Premier Transfer and Storage is claiming the truck really was a "shuttle. "
If it was a shuttle, [redacted] or [redacted] could have explained this to us on July 26, 2014, when we were on the phone to protest the failure to shuttle anything anywhere that day (rather, the company left the 32' truck in the driveway from the night before until the day after loading our furnishings). They could also have explained why, despite conversations addressing the difficulty of navigating the road leading to the driveway and the driveway itself, Premier Transfer and Storage sent a full-sized truck that could not pull into or out of the entry road and the driveway without risk of damage to the property. The truck supplied in July neither shuttled nor was suited to the terrain.
In August, if the vehicle were in fact a shuttle, [redacted] could have told us this in any one of our many email exchanges regarding anticipated adjustments to the bill. Instead, we were told shuttle service had been taken off documentation of services.
In September, if the vehicle were in fact a shuttle, customer service representative [redacted] could have let me know this during our several conversations. Alternatively. she could have stated this in her September email to me, which nowhere asserts a shuttle was provided.
In September and again in October, if the vehicle were in fact a shuttle, this information could have been shared via the two written responses sent by [redacted] Customer Service Specialist [redacted] when I requested adjustment of the credit card charge.
Only now, in November, is Premier Transfer and Storage claiming the vehicle was a shuttle.
From late July 2014 to the present, changes in Premier Transfer and Storage's responses to our complaint have continued to surprise. Initially we were told by the Premier representative that determination of final charges was up to [redacted], so we should follow up with [redacted]. The [redacted] representative, however, told us the final determination of charges was up to Premier Transfer and Storage, so we should follow up with Premier. At one point we were told we owed the money for the shuttle service because this was part of the BOUND charge. Later we were told we owed it because the shuttle service was a NON-bound charge for a third-party service.
In response to our repeated requests for written documentation of actual services, to date we have never received an itemized breakdown of services Premier Transfer and Storage actually provided. We also have never received a copy of the list of actual services that Premier supplied to [redacted] to evaluate adjustments to our bill in August, from which both shuttle service and wait time were removed, according to Premier's representative.
That we are receiving a new account of what transpired now, three-and-a-half-months after the fact, makes Premier Transfer and Storage's responses to our complaint all the more perplexing.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were contacted by a Mr. [redacted] who apologized for the inconvenience and promised that the delivery would be between 1300 and 1500 hours on Oct 10th. Furthermore, he promised that the product would be assembled and the packing materials removed.
While I sympathize with the delivery men, as it was raining, the result was the following: The delivery was not until 1545 (already outside the promised timeframe), I had to ask the gentlemen to remove the product from the packaging and the boxes and packing materials were left on our patio.
The worst part is that we thought our dealings were complete. However, as we started placing our furniture, we realized that there were only SIX out of SEVEN boxes that were delivered. We immediately called the delivery men (whose number we had to get from the warehouse initially) and asked them why the seventh piece was not delivered. They said "...that was all we got from the warehouse, you'll have to call them and ask about the missing piece."
We called the warehouse, and no answer but I did leave a voicemail with Mr. [redacted].
We would just like to have ALL of our furniture. We'll be contacting the original selling company and the initial transport company to report the missing piece (which is an entire section of the sectional sofa)
Regards,
[redacted]
I sincerely apologize for the confusion on this delivery time. This morning the customer was contacted and a specific delivery time set up for today.
I have reviewed the response made by the business in reference to complaint ID [redacted], the seventh box was delivered the next business day following the initial shipment of the six pieces. I consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Absent any acceptable offer or resolution by Premier Transfer and Storage, I conclude this complaint by recommending strongly against doing business with Premier Transfer and Storage, and with [redacted] in the [redacted] which outsources its work to Premier Transfer and Storage.
I erred in thinking that [redacted], as a large national company, would stand behind or ensure quality or honesty from Premier Transfer and Storage. Premier Transfer and Storage's misrepresentation of and failure to provide services that it then bills for, its use of contracts of adhesion, its lack of responsiveness to complaints, and its bait-and-switch techniques border on the illegal.
Regards,
[redacted], Esq.
I sincerely apologize in the delay for delivering this item to your home. Our customer service representative reached out to you several times this week and you should be receiving your item during the day today, March 19. Regards, John S. Phillips, President
I regret the customer did not accept my explanation. Please find attached all the documentation including the Final Invoice, Estimate with the Customer's eSignature, and the Bill of Lading with the Customer's eSignature. Please note that all charges, including Origin Shuttle, an Extra Stop, and specific packing are all included in the bound price. The customer should also review the explanation for Pricing Option NW, on page 3 of 4 of the Bill of Lading, starred in Blue, other Additional Services listed as included. The Origin Shuttle service was included in the price. [redacted]'s representative, Premier Transfer and Storage, Inc., provided the origin shuttle service. As admitted by the customer, a tractor trailer was not able to access the customer's home. Once loaded on the smaller truck, [redacted] has the option to transport it directly to the destination as was performed for this customer. By moving the customer's belongings directly and not transferring them to a larger truck the customer benefitted from services not charged for by Premier. The customer received "dedicated service" where their shipment was not combined with other shipments for the long distance transportation. The customer's belongings were handled only one time preventing the potential for damage when shipments are transferred from a smaller truck to a larger truck and then delivered at destination.
Additionally the customer raised several other issues. The customer was concerned that a 32' truck was left at their home. The truck is a 24' truck used for our shuttles. Due to the difficulty in getting to the customer's home and with the customer's specific permission, the truck was left in the driveway to avoid delays in re-accessing the customer's driveway the morning of loading. The customer granted the driver permission specifically for the truck to remain overnight.
Finally, on numerous occasions the explanation of a shuttle was provided to the customer. The shuttle is included in the charges as a bound price. The explanation was provided by the sales representative during the sales process. The explanation was provided further by the move coordinator during the move process. After the move when the question was raised again the customer was referred to [redacted] customer service who confirmed everything that had been told to the customer by Premier and confirmed the charges were accurate and correct.
By giving the customer a bound price the customer did not risk any type of additional charges for additional services performed. Bound pricing is strongly preferred by our customers for this reason. The bound price includes a shuttle at origin. As a result there is no additional charge for the shuttle that could be refunded or adjusted.
In summary, the pricing for the shuttle was included in the bound price. The customer's home is not accessible by a 53' truck and trailer. The smaller shuttle truck was used to load the items. The items were transported to destination in the shuttle truck which resulted in the customers receiving a dedicated truck with no additional charges. A standard long distance move is based upon a tractor and 53' trailer that may, or may not, include other customer's shipments on the same trailer. In this case a smaller truck was the only possible manner to access the customer's home. The smaller truck was used and it was included in the bound price.
Regards,
[redacted]
President
Review: Company moved us from [redacted] to [redacted] on July 17th, 2015. Filed a claim for estimated damages of $16,859 on August 21st, 2015. A insurance company sent an agent to our home in September of 2015. I have contacted the moving company every month since that time and have not received any response. It is my understanding that they have 120 days to pay or refuse to pay the claim.Desired Settlement: Payment of claim or at least a progress report regarding our claim.
Business
Response:
The customer has been contacted directly and the claim is being handled by the insurance company. Premier's claim management firm failed to turn the claim over to the insurance company which resulted in the delay. I will continue to monitor the settlement of the claim with the insurance company and make sure the customer receives final resolution. [redacted]
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am satisfied with their response regarding the insurance claim. I was contact by an insurance agent and told that our claim is being processed. However, [redacted] also promised payment for a dry cleaning bill, but has not made that payment. I will forward you the emails I received from him. Regards,
Business
Response:
The [redacted] claim has been processed by [redacted]. Below is all of the information including the claim number. I called them after I received your message but received a voice mail. I will continue to try and get an update from [redacted] today.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: Claiming to be a "white glove" deliveries company, far from it from two recent delivery experiences.
During the most recent delivery, significant damage to our floors occurred. We have a brand new home with beautiful hardwood floors that were just two week old, now with two deep scratches that will need to be repaired due to a careless employee.
The previous delivery by this company did not assemble an office desk properly, leaving out the cross support section, and left the rough board on the bottom of the file cabinet, which should have been removed before placing on the new floor.
Company claimed to cover the repair cost of damage to our floors. No response after 2 months.
Their delivery employee who was in our house claimed he was fired many times by this company, hired back by this company, had not been trained for deliveries (only driving the truck), and his co-worker claimed that he had been kicked out of several homes for inappropriate behavior and service.
This delivery employee also claimed that this company was often careless and broke several personal items of Military families during Military moving jobs. But the management did not care, because the parent company, Mayflower, already had a contract with the Military.Desired Settlement: This company's poor service record be known to the public.
This company's poor service record be known to Military and Military families.
This company's poor service record be known to other businesses who have options for a shipping/delivery company.
This company provide proper training to it's employees.
This company hire qualified employees, who do not have a track record of poor performance.
This company pay for their damages in a timely manner when they say they will.
Business
Response:
I sincerely apologize to Mr. [redacted] that he experienced damage during our delivery process. Upon receipt of his claim we agreed to pay his claim in full without dispute. However, he is very upset that we have taken too long to distribute the funds to him. We will have the funds delivered to him by certified mail no later than 15 April. I am apologize for the delay in settling his claim.
Regards, John S. Phillips, President
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have not received our check, promised by April 15th.[redacted]
Business
Response:
Please find attached copies of the check and letter mailed to Mr. [redacted] at the end of the day on April 20, 2015. He should have them in hand within the next 3 business days.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Did receive the check two days ago.
Regards,
We recently utilized the services of Premier Transfer and they were so easy with which to work. They were quick to respond to my inquiry. Mr [redacted] set up an appointment convenient to me, came on time, and did a personal assessment room by room of what needed to be packed and or moved. A follow up phone conversation with [redacted], moving coordinator was done a few days before the move. The truck arrived, the driver and his assistant quickly assessed the move, made a strategy, and started loading. They were very polite and accommodating to some extra items we needed to add, even those as last moment items!
Upon arrival at our destination, they quickly got to work. It was evident that they were very experienced and quickly placed furniture in an appropriate place in the rooms so little needed to be adjusted after they left. No damage was done to any belongings or to either residence. We did this move with a risk of no insurance in place and we were very pleased that all went very smoothly!
Would I recommend this company? YES! Would I use them again should we need to move again? YES!
Review: We booked this move in early June as we were relocating from [redacted] VA to [redacted] IN. On the day of the move no packers arrived. We tried to get in contact with Premier Moving to work out the issue but were told that there was only one person in the whole office who could help and he was unavailable at that time but would get back to us within the hour. Over the next 6 hours no one ever contacted us and when we tried to call and to get some type of answer we were given multiple different excuses why this person was unavailable and multiple promises that they would call us back shortly. Finally we contacted the [redacted], IN office who ultimately helped us get through the move and explained to us that Premier had forgotten to place us on their schedule and that is why no movers were available. , however not one time during the whole move did anyone from Premier ever return a call. If this had been the only issue then it wouldn't have been a big deal. However,there were other issues. The [redacted] company agreed to send on of their smaller trucks and load half of our stuff and get it to Indiana while Premier agreed to load the other half and store it in their warehouse until the Indiana group unloaded the first load and then drove back to pick up the second half of the stuff. Due to job constraints and the delays from the move being overlooked I was unable be present for the loading of the trucks. My father in law who lived in ** agreed to come down on Saturday to oversee the packing up of the trucks. The Indiana movers arrived promptly at 8:30 and began to load the truck. No one from Premier showed up until close to 11 AM. At that point the first truck was loaded and left to get started on to Indiana. The second truck from Premier begat to be loaded. The workers left to take a lunch break and didn't return for 2 hours telling my father in law that the supposedly had a little traffic accident in an [redacted] parking lot. They again commenced work and loaded the truck. Unfortunately, they could not fit all of the items on this second truck so they told my father in law they were going to go back to the warehouse to unload it and then return to get the last little bit. My father in law requested a contact number for them or anyone as he needed to get back to ** that night, they refused promising the would be back in an hour so my father in law gave him his contact information and asked them to please contact me if there is any change of plans. . My father in law waited and then never returned or called him. He spent the night on the floor of the house without bedding not knowing if they would return the next morning. They never returned or called on Sunday either. I made multiple attempt to get in touch with someone from the [redacted] office and again was unsuccessful. On Monday I attempted to call the [redacted] office and again was told that the person I needed was unavailable but would get back to me which again never happened. Ultimately the local Indiana company returned and collected the remaining things from the house and then load up the stuff from the warehouse where the local Premier employees refused to help put in on the truck. Unfortunately, my father in law had to make another trip down in he middle of the week taking him away from his job to successfully complete this move. Ultimately Premier Transfer and Storage has been extremely unprofessional to work with and has blatantly lied to us on multiple occasions and I cannot in good conscience recommend them to anyone and wish to prevent anyone else from having to deal with this unfortunate company during a sufficiently stressful time of life.Desired Settlement: To prevent someone else from having to go through a similar situation.
Business
Response:
Dear Mr. [redacted], I am sorry to hear your dissatisfaction with the service of my company. We strive to provide excellent customer service to each customer. I sincerely apologize that you feel you did not receive the level of customer service you deserve. As an agent for [redacted] Transit, we rely on our network of agents to help service customers when our agency cannot be present. The local [redacted] agent in [redacted], IN you refer to relied on us to service your move on behalf of your contract with the agent. We completed a full packing service on your schedule pack day, as requested by the agent and yourself. There are unfortunate circumstances during the summer when we experience an unexpected shortage of equipment. In this instance, we requested assistance from the [redacted], IN [redacted] agent in order to service your move properly. We acted and responded as requested by the [redacted], IN office to respect you as their customer. My office staff was instructed to communicate with the agent directly rather than directly to you. In the case of this move we were a subcontractor to the other [redacted] agent only. I apologize for any confusion this may have caused. Additionally, please note that we authorized and are paying a delay fee to you as a result of the circumstances you experienced. Again, I sincerely apologize for the problems you experienced. Regards, John S. Phillips, President Premier Transfer and Storage, Inc.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]
Review: On 6/2/2014, a mattress was delivered to my residence by Premier Transfer and Storage out of the Roanoke Valley, VA. Upon arrival I was notified that they had ripped my phone line from the house with their moving van. Directly after completion and they had left, I noticed door molding ripped off in the bedroom they delivered to, the molding was under the newly placed mattress set. I immediately contacted the company, was asked to send pictures of the damge (I did), was contacted back with sorry and we have discussed with our delivery men on how not to damage other peoples property. This is unacceptable, unprofessional and poor business conduct. This is a repair that I can probably complete myself but it is unfair that I have to spend my time and work correcting/fixing another companies damages.Desired Settlement: Repair of damaged door molding with a competent contractor or monetary value of myself completing repair.
Business
Response:
We contacted the customer on 10 June and worked out an agreement to compensate him for the damages he experienced. We will send him the check for the compensation this week. Thank you, John S. Phillips, President
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: Hired Premier Moving and Storage to move my household goods on the 26th and 27th of October. All services involving getting an estimate, scheduling, and finalization were handled very well. When household items were delivered I was required to pay the driver with a certified check, I knew the amount was more than the actual cost since I was sent the wrong charge amount after I made some adjustments and was sent an incorrect billing amount and wasn't informed until after the check had been purchashed. I was assured by thier customer support that any overages would be promptly refunded. I need a final Invoice to complete my reimbursement paperwork and requested it on Monday, Oct 28, 2013. I never recieved an estimate and made several calls throughout the week but did not get an invoice. On Friday Nov 1, 2013 I called again and customer service gave me a manager's cell number. I called the cell number and explained my problem and I received an invoice by email that evening. Later that evening I looked at the invoice and noticed the amount recieved was listed as an estimated amount instead of the actual paid amount. I contacted Premier again on Monday Nov 4, 2013 via email and left two voice messages for accounting requesting a corrected invoice. I never received a response. Sent two emails Friday morning, Nov 8th and called the company operator. Talked to the operator to get the number for the Manager and was told he was not in. After several calls I was told that the person in accounting was out today and that there was nobody there that could help me.Desired Settlement: Want an immediated refund of amount overpaid and a correct invoice.
Consumer
Response:
I wasn't really overcharged, I knew there was a chance the estimate could be higher or lower than the actual amount. I paid Premier Moving and Storage $4381.62 and on 10.27/2013 and according to the incorrect invoice (showed an estimated payment of $3473.70) the amount of their service was $2155.75. According to the invoice I received they owe me $2225.87.
Business
Response:
As requested by Mr. [redacted] his full refund has been processed and sent to him. I regret that I was out of the office sick with a virus on Friday, November 8th and Monday, November 11th and not available to him on that day. A corrected invoice has been provided to him along with his full refund. It is my understanding that at this time his complaint has been fully resolved as he requested. Regards, John S. Phillips President
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]
Review: On February 26, 2015, [redacted] emailed me that she received the pre-payment for my storage for one year in advance. The amount paid was $1,045.44 (one thousand forty five dollars and forty four cents) which would cover March, 2015 to March, 2016. However, due to circumstances I removed my items from Premiere Storage on May 26, 2015. This would have left me with a balance of $784.08. I spoke to [redacted], Monday, May 18th and Wednesday May 20th letting her know I would be there to retrieve my items. She reiterated with me that I had the equivalent of three rooms of furniture and what some of the items were. I called her again on Friday, May 22nd to confirm I would definitely be there on Tuesday, May 26th to retrieve the items. She asked that I call her once I was on the road as they closed at a certain time, just to let her know when I would be arriving. She further stated she would have a check ready for me for the remaining balance due me. On May 26th, I called her from the road and was surprised to hear that they had just moved the Friday before to [redacted] in which I was never informed. We spoke on the phone that Friday and she had never mentioned they were moving. Nevertheless, she apologized and said with all the commotion she had forgotten I was coming. She asked that we go to breakfast and give her an hour or so to find my items. She stated everything was placed in one room in a smaller space due to the move. The numbers on the crates were not organized and was difficult to locate. Finally she was able to only locate two of my crates and needed to located the others. I asked if I could look through the ones she already found while they locate the others. She stated they had to be taken down and would be brought to the loading dock once I returned. She believed there should be four crates and would look while we went to take care of business. Once we returned there was only one crate on the dock and the crane worker, ** brought out one additional. We went through those two crates but there was a lot of things still missing. [redacted] insisted that was all she could find and had no other paperwork or way of knowing about any additional. When we originally arrived she stated she believed there were four crates but once we returned she stated there were only the two. The original company that picked up and loaded my three bedroom townhouse was [redacted] storage. me (ie. degrees, fiMy items were packaged within a long truck that resembled a semi-truck that opened from the middle and not the back. They later re-packaged the items within the truck into the crates. She stated the gentleman that logged in my initial load was no longer with the company. I lost a considerable amount of items but I wanted the things that was most important to le cabinets with paperwork, grandmother's lamps, etc ). The items that were most important to me where not packaged within those two crates. However, we left the storage place as we were heading back to [redacted]. During one of our phone conversations, [redacted] stated if she came across any additional items belonging to me she would hold them for me or ship them to me. She did not have a check ready for me as she stated her finance person was not there. He was off and would send me a check as soon as he returned. I waited two weeks before I started calling to find out if it had been sent. After repeatedly calling [redacted], emailing her and finally being able to speak to her on a few occasions, I still have not received a refund check. I also notified her via telephone and email that there were several items missing. She always promises to get right back to me and it never happens. Our last conversation was on July 31st in which she stated she would check on the amount and get back to me before the end of the business day. Until now I have not received a response, email or paperwork. I am confused and dismayed at the level of service and disrespect I am receiving from [redacted]. I have always been concerned about my account and made sure everything was paid and I was in good standing with them. However they do not live up to the same standard. Not only have I not received a refund months later but she is now trying to add an additional two hundred dollar clean-up fee. Let me assure you there was nothing for her or her worker to clean up. She brought out two crates that I went through and took the stuff I could carry with me. Since she had forgotten I was coming it was a rushed atmosphere to go through the stuff and keep the loading dock open. Thankfully no other trucks needed to unload or appeared. We packed the items to be donated back into the crates with [redacted]s help and she offered to give the remaining items to various needy organizations in the area she was familiar with. If she did not offer to help others I would have hauled it away myself. By the time we left the dock it was spotless. No one ever mentioned any cleanup fee to me previously. Not even when they sent me a quote at my request to have the items shipped to [redacted]. No clean up fee was ever mentioned. I would appreciate your assistance in resolving this matter as I would like to move forward. Thank you!Desired Settlement: I would like a full refund of my monies ($784.08). I am only responsible for the storage time I have used which was three months. March April May at $87.12 a month = $261.36. I asked [redacted] for my full refund back and I was going to call it a lost. I did not even continual complain about my items that were lost and some that cannot be replaced. There were definitely more containers than the two she located within the chaos of her move from [redacted] to [redacted]. I would also like for them to look for my additional items as they are still very important to me.
Business
Response:
August 20, 2015
[redacted],
RE: Revdex.com Case #[redacted]
Dear Ms. [redacted]:
Please accept the following as our response to the complaint filed by Ms. [redacted] as case #[redacted]
1. Her family member did make the payment that she stated.
She did contact our customer service representative (CSR) to say that she would be coming to pick up her items, but that she did not want everything. She wanted Premier at our own cost to donate some things. The CSR told her to call us when she was on the road so that we could pull her storage vaults and have them ready for her. However, when she called, she was less than 5 minutes from our warehouse.
2. The customer was concerned thinking that she had 4 vaults of storage. She had only 2 vaults of storage. She has 3 and ¼ pages of inventory and the inbound warehouseman at the time of handling-in documented that there were only 2 storage vaults used for her storage.
3. Warehouse handling charges are due for any pickup in the amount of $75 per storage container, and $35 per hour for our warehouseman’s time additionally. The sorting took several hours, but we only charged a flat fee of $200 for Ms. [redacted] as a customer service gesture.
4. Warehouse handling out charges would not have been an item on her initial quote, as she didn’t have a date for delivery or pickup planned at that time. Her items have been in storage since 2007 and at that time her future plans were not known. She would have only been charged for the services to be performed at pickup and then monthly for storage.
5. After an audit of our charges we do owe her $584.08. This money is being paid out to her with a check. The check is being mailed today.
Sincerely,
John S. Phillips
President
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to the letter from John Phillips of Premier Storage let me offer the following:1. I can assure you that at no time did I ever want and expect Premier storage to donate my items at their cost. I had every intention of moving any items I no longer needed and donating them to [redacted] I mentioned that to [redacted] when I spoke to her on the phone a week before I decided to move my items. She stated over the phone and in person when I arrived that she would “donate the items to local women shelters in the area that she was familiar with. She further quoted "Anything you do not want I know needy women organizations that would love to get this stuff.” She volunteered to get rid of it as the items were in very good condition. Most was new and had never been used. I would have never asked her had she not offered to do so. Once I got there she repeated it and I thanked her. She said [redacted]. the worker on the loading dock would take care of it. When [redacted] expressed an interest in a few items, I said fill free to take anything I have donated for yourself before, sending to the organization. Then we helped him put the stuff back into the crates. She offered for me to put any paperwork I had into the large dumpster. I said no thank you as I wanted the papers shredded and loaded them to take with me. 2. Regarding me calling when I was five minutes from the warehouse, let me inform you that I was on my way to [redacted]. I called her a week in advance in which my phone records will show, letting her know I was going to be coming. I even spoke to her the Friday before informing her I would be there that Tuesday. Monday was a holiday and I did not believe they would be open. She asked me again to make sure I called her from the road as we discussed how late they could stay open. She let me know the time they would be closing and said I needed to get there before then. She had no workers available for overtime. The morning of my arrival I called them several times leaving messages starting around 8:15 am to obtain the exact address in [redacted] they were located. We left extremely early in the morning (2:00 am) trying to arrive and have ample time to load items before closing. I was unable to reach them until after 9:00. Once I did speak to her she apologized as she was in a meeting and just got back to her desk. I told her we were on our way and she again apologized that she forgot that I was coming. I asked her for the address and that is when she first informed me that they had just moved to [redacted] that Friday. I was baffled but luckily we were five minutes away. We were about to go past the exit heading to [redacted]. When I stored my items in August of 2004 not 2007 as Mr. Phillips claimed, it was with [redacted] Storage and not Premier. I was still under the impression they were still in [redacted]. In no phone conversation did she ever mention they were moving or that my storage had been moved. 3. As I stated in my first letter my storage was pre-packaged. It was not originally in the crates that were presented to me during pickup. [redacted] informed me that everything was placed in one room in a smaller space due to the move. The numbers on the crates were not organized and was difficult to locate. She stated over the phone that I had quite a bit of stuff. The equivalent of three bedrooms of furniture. My items were never packed in those wooden crates. When we arrived she stated she was only able to locate two of my crates and needed to locate the others. I asked if I could look through the ones she already found while they located the others. She stated they had to be taken down and would be brought to the loading dock once I returned. She stated “she believed there were four crates and would look while we went to take care of business. She asked us to go to breakfast. The last guy who was in charge, no longer worked there. She was looking at the paperwork and the numbers on the crates were not corresponding with the locations. Once we returned there was only one crate on the dock and the crane worker, [redacted] brought out one additional. We went through those two crates but there was a lot of things still missing. She said some of the furniture could have been on their sofa rack but she was unable to check at that time. There were quite a few items missing. As I stated the original company that picked up and loaded my three bedroom townhouse was [redacted] storage. My items were packaged within a long truck that resembled a semi-truck that opened from the middle and not the back. Those two crates could not hold items from three bedrooms, plus kitchen, living room, three bathrooms, and laundry room. The gentleman from [redacted] called it a pod and quoted me a price of $300 to have my pod delivered to me anytime I decided to come back to [redacted], as they made trips back and forth continuously. That was the reason I chose [redacted] and kept my items there so long. I never signed any contracts with Premiere Storage, nor did they ever send me any information about new fees regarding having storage delivered or picked up. I was only informed about the higher monthly fee which I did indeed pay. 4. Regarding these additional costs they are now trying to charge me, let me assure you I had one long trailer pod with all my items stored inside. My friends and I helped him put the items on the truck pod. Technically if you are trying to charge me spurious fees we need to be clear that I originally had my items packed in one trailer size pod. For one trailer size pod and two hours of dock time (11 – 1) that would be $155 minus the $50 tip the dock worker was given that would be $105. My father gave the dock worker the tip as he was nice enough to take the items away. [redacted] offered to get the items to the women’s shelter but we did not want [redacted] to feel like he was saddled with extra work. Though he said he did not mind, we did not want anyone to feel slighted. 5. My items were in storage since August 2004 as I stated earlier with [redacted] storage. I did not need to tell them of any future plans as it was a storage facility and I was not required to at that time. No one ever asked me for an exit date. If that was the case they should have notified me and requested an exit date when they took over the company from [redacted] Storage. Half of my items were lost in which I sent [redacted] an itemized list of the things that were gravely important to me. Some had sentimental value as they belonged to my grandmother and cannot be replaced. She never got back to me on the items that might have been placed on the “rack”. 6. In his response email Mr. Phillips admitted to owing me $584.08 in which he stated he was mailing out a check to me on August 20th, 2015. Today is August 26th, 2015 and I have not received any check to date. 7. If I receive my $784.08 refund in full, I will consider the matter resolved. However, if they wish to drag this on and not allow me to move forward, I wish to be compensated for all of my lost items. Losing my grandmothers items is devastating to me but I was trying to move on. [redacted] has inconvenienced me and given me enough dissembling apologies. If Premier Storage wishes to add salt to the wound by charging me additional fees then I will be forced to follow suit. I have been honest, fair and more than patient in my dealings with them. However if this must continue then I will be forced to take further actions. I have never dealt with Mr. John S. Phillips at any time during all of my dealings with Premiere Storage. However I am glad as the President of the company he has taken an interest and wish to resolve this. I would like to think the company has integrity and deals with their customers with a Spirit of Excellence. Especially in a time where people are losing the gift of morality, principles and standards. I hope we can end this and come to a fair resolution for all. Regards,
Business
Response:
We will refund the full amount of $784.08; the check will go out Friday, September 18.
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was told they were mailing my refund check on 9/18, but still have not received it.Regards,
Business
Response:
I have produced a check for [redacted] in the amount of 784.08 Ckeck #1089 today and will be mailing it out. Thank you.[redacted]Controller
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
I just wanted to take a moment and let you know how great the crew that came out of Salem last Friday that did our moving. The three men did everything I asked with a great attitude. The nicest thing about them was their manners!! We have moved a few times and I have never met a nicer crew. They took great care of our things and kept working the whole time. I had to talk them into a lunch break!
Also [redacted] was extremely helpful by getting the crew the help they needed to move our large items.
Review: I was contracted ([redacted]) with Premier moving and storage, a subsidiary of Mayflower movers, to move my household belongings from [redacted] Avenue, Roanoke, to the [redacted], Oregon area ([redacted]) for $17,842. My shipment which was due in [redacted], Oregon promised no later than July 6-8. This move has been plagued by errors and negligence from the start. The packers, where insufficient in number and packed for 2 days (June 28, June 29) working from noon on June 28 through 1am on June 29...and again from 9am on June 29 through very late that evening, but were scheduled to be done in less than one day. We were scheduled to leave (as was the shipment) early on June 29 and we had a "guaranteed delivery date no later than July 8" and a "bound" price, that was a guaranteed cost for the move, both which were subsequently disregarded by Premier/Mayflower. The shipment did not arrive as promised in Oregon. The Roanoke City Police Department, Sergeant [redacted], called me late afternoon on July 1, to ask why a large Mayflower moving van was illegally parked, and unlocked at several doors, in front of my home at [redacted] Avenue. He reported that my household belongings were exposed to anyone in the area that may have entered the moving van, where it was parked form the previous two plus days. A police report was filed by Sergeant [redacted], who also informed me that he called Premier president, Mr. John Phillips, by telephone to advise him of this occurrence. I spoke with Mayflower legal counsel, [redacted], ###-###-####, who called me back informing me that Premier Moving company denied this ever occurred. The Roanoke City police report however confirms this was not true. My wife and I and my two kids waited for the final portion of our belongings, including parts of our beds, finally delivered on July 29 with many broken and damaged items and some missing furniture. Mayflower has yet to provide me with a restitution for loss and damage (we had "full value" insurance on the move). We slept for several weeks on air mattresses, using plastic and paper plates and were unable to get settled in our new home at [redacted]rive, [redacted]), Oregon [redacted]. I had to purchase work clothes to start my job (July 8) and my wife was unable to interview for employment, or pay our bills, as most of our home office records were packed with our furniture. I frequently called Premier and spoke with a very nice agent, [redacted] (###-###-#### [redacted]), as well as Mayflower operations manager at their 800 number, regarding this situation and was advised of $125/diem (from July 8 to the final delivery on July 29) would be applied as a reduction in cost for the move. However, now , 2 months after the promised delivery date, Premier (Mr. Phillips, President) has referred me to an 800 # at Mayflower if I have any further questions and has brushed off any responsibility for the irresponsible agreement to pack (with inadequaDesired Settlement: I want Premier to honer their agreed price ($17,842), honor their promised reimbursement of $125/day for the period of July 8 to July 29 (21 x $125 = $2625 reduction), to pay ($8720) for the repairs and replacement of the missing furniture and to explain why they left out belongings unlocked, negligently on the street. Thus, the price should be $17,842 minus $2625, minus $8720... or (due to Mayflower: $6497). No charge for aggravation and negligence, but a final agreement to put this behind us. Thank you
Business
Response:
Date Sent: 9/11/2013 5:12:52 PMI share Dr. [redacted]'s disappointment that his move did not happen in a more smooth manner. Dr. [redacted] has my personal cell phone and contacts me repeatedly after hours and on weekends. I have made myself available to him whether I was in Virginia, Georgia or New Jersey traveling on business or pleasure. I have responded to each of his requests and so has Mayflower Transit. In fact, his most recent correspondance states he has not heard from Mayflower regarding his damage claim. This is a complete falsehood. On 14 August 2013, the day that he filed his claim, Mayflower Transit registered receipt of the claim and began taking immediate action. Please note this was nearly a month after his move was completed that he filed the claim. On 15 August, Mayflower Transit retained [redacted] to evaluate his damage and provide a report to Mayflower's claim department which is handling the claim. Dr. [redacted] cancelled two appointments with the claim firm and finally met with them on 20 August. The claim firm was at his home within 6 days of filing his claim. The report was received back to Mayflower on 4 September. This was exactly 4 business days ago. Mayflower is completing their review of the final report and will provide a response to him within the next 7 to 10 business days.In the past two weeks Dr. [redacted] has begun to challenge the charges on his shipment. I will have Mayflower Transit review the charges to make sure they are accurate and in compliance with the contract between his employer and Mayflower Transit. This review will take a week or more since it will need to be reviewed by Mayflower Transit's legal department. Dr. [redacted] has made numerous threats to sue multiple entities. Please note also that until his bill for services has been paid, no monetary settlement will be provided to Dr. [redacted] for his damage claim.I have worked sincerely with Dr. [redacted] and made myself available for numerous after hours calls. This week on 9 September 2013, Dr. [redacted] again threatened legal suit stating that I would "...get his civil suit. He (John Phillips) is in a position to make this go away or escalate it..."I have referred Dr. [redacted] to both the claims department with Mayflower Transit and to Mayflower's legal department. Both may be reached directly at ###-###-####. Regards,John S. Phillips
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dear Ms. [redacted], With the exception of the Antique dresser, Low Boy, this off looks acceptable if the items are repaired to original condition. The treadmill is not an item that a furniture repair person can repair, by the way, as they told us. It has many broken parts and mechanically has been altered. I did not review if any items were left off the list you quoted, but will do so. The dresser may have had a minor repair to one of the legs (which is the least of the damage), but the top is disconnected from the base and the finish is not inherently ruined with large white streaks and rub marks. Its suite mate, the Hi-boy of the same set, was delivered in perfect condition. This needs to be repaired if we are going to come to a settlement. Also, I need an agreement with Mayflower/Premier regarding the very late delivery (bed items and others arrived on July 29, well after the guaranteed date of July 8). In so far as paying the bill in full before a claim is paid, the bill has never been mailed to me, but the bill states service charges for shuttle at the end of the delivery, that were promised to me by Premier agent would not be charged...and the bill charge has been increased over $1000 by someone at Mayflower, charging for excess weight and changing the rate from the "bound" rate that was contracted for. These issues have to be reconciled before the bill is paid. Kindly advise me of next steps. I can not settle this claim and the many aspects of the contract in pieces. Mayflower administration needs to come to a final agreement on the bill and restitution. I have not requested restitution for damages for the negligence of leaving our shipment in an open trailer in front of our house on [redacted] Avenue. Police filed a report on this and called me to ask why the trailer was there for two days, left unlocked. Thank you, [redacted]
Business
Response:
Date Sent: 9/21/2013 4:37:06 PMMr. [redacted] has raised several issues that need to be closely examined before I am able provide a definitive response. However, he attached to the last note I received from him, through the Revdex.com, a copy of his cargo claim settlement letter. He then went on to explain to the Revdex.com several items that he requested be settled differently. The claims adjuster's name, title and contact information are all contained at the end of the letter. As in all claims situations, the adjuster is the person Mr. [redacted] will need to contact and request changes to the cargo claims settlement proposal. I ask Mr. [redacted] to please contact this person to raise the issues regarding the final cargo claims settlement issues that he mentioned in the Revdex.com letter so that they can be immediately handled.Mr. [redacted] has raised several issues including his final charges, cargo claims settlement, settlement for the delay claim, and an unlocked trailer. In order to be responsive to the customer we have moved forward with Mayflower Transit, LLC and requested each of these items to be reviewed in detail. I anticipate providing resolution to these outstanding items within the next week. However, I do recognize that he needs to have his cargo claims issues addressed immediately. Therefore I am asking that he contact the claims adjuster listed on the claims settlement letter to discuss any final changes he desires regarding the cargo claims.I will respond within the next week on the remaining issues he has raised after Mayflower has had the opportunity to review them in detail. Regards,John S. PhillipsPremier Transfer and Storage, Inc.President
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] September 24, 2013Dear Ms. [redacted], I have read today's Revdex.com response from Mr. John Phillips, President of Premier Moving Co/Mayflower division, regarding cargo claim settlement (June 29 Move).... and referring me to the Mayflower Cargo Claim rep (Ms [redacted], Senior Claims Adjuster). 12 days ago Ms. [redacted] advised me that Mayflower had made it's best offer for damages and missing furniture, and that my only recourse was binding arbitration, or a civil suit. She also stated that no settlement for damages and missing items would be paid, until the moving bill was paid in full to Mayflower. Ms [redacted] stated that any issues regarding the difference in the quoted cost of the move and the final bill (which was higher) or issues regarding the daily discount (for the 3 weeks late shipment with damaged and missing items) was not in her discretion to adjust, but that I could call (again) the 800 number for customer service and legal complaints (something I have done already with no success, with their legal counsel denying the loaded moving van being left unlocked on the street for two day in Roanoke, VA). I do appreciate that Mr. Philips has initiated a review of the issues regarding the delay claim and unlocked loaded Van in front of my previous residence July 1 and July 2. I believe Mr. Phillips request for Mayflower LLC to review the case is a necessary step (and I trust not a delay tactic) and that Premier Movers has the ability to get on the phone with me and come to a final settlement before any payments (the final price has been increased from the quote by over $1000) are made. This is a very simple matter to settle if and when they are ready to do so.I have contacted Roanoke City Police department Chief [redacted], and anticipate receiving a copy of the incident report (July 1-2). When I receive it, I will forward it to Revdex.com for public review.Thank you![redacted], Oregon (from Roanoke Virginia)
Business
Response:
Date Sent: 10/4/2013 3:54:03 PM October 4, 2013 Dear [redacted]: This complaint will have to be transferred to the Eastern Missouri Revdex.com as Dr. [redacted]'s shipment moved under Mayflower Transit, LLC's ("Mayflower's") interstate operating authority. For purposes of Mr. [redacted]’s interstate move, Premier Transfer and Storage, Inc. ("Premier") was acting solely as a disclosed household goods agent of Mayflower. As a disclosed household goods agent, Premier cannot be liable for damages arising out of Mayflower's performance under its interstate Bill of Lading. Therefore, please remove Premier from the complaint and forward the complaint to the Eastern Missouri Revdex.com. Kindest regards, John S. Phillips President
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is a complaint made re: services provided by Premier Moving and Storage I. Blacksburg and Salem. VA, who I contracted services to move me.All my dealings and services that were mismanaged , where provided by Premier (who advertises no Revdex.com complaints).To move this complaint to a mid west Revdex.com office is a deliberate attempt to side step the entire purpose of serving the Roanoke, VA community, by reporting about companies that are soliciting services to our community, but then claiming to be an agent for a Midwest company...That is nonsense and reprehensible, if permitted by Revdex.com.Premier has not followed up to call me to discuss a plan for reconciliation, as they have promised, but is using this deceptive and elusive practice to avoid taking responsibility for their negligent behavior.Please call me to review the status of this matter.I would like to speak with the Director of the Roanoke Revdex.com.Thank you, [redacted]Regards,[redacted]
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Kindly review the attached police report and include it in my complaint to the Revdex.com of Roanoke.Regards,[redacted]
Business
Response:
I have read the customer's notice to me not finding acceptable our response. However, the customer does not identify any specific action requested to remedy their concerns or identify what they do not find acceptable from our previous response. Please ask the customer for clarification and I will respond once I understand what they are requesting. Regards, John S. Phillips, President
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Today, I am in receipt of a copy of a letter to Revdex.com/Missouri from [redacted], Senior Litigation Adjuster, Mayflower. One Mayflower Drive. Fenton, MO [redacted]. That letter is unfortunately replete with misleading and untruthful information. I will briefly address the issues that are misstated by Mr. [redacted] as well as my request from Premier Moving and Storage &/or their partner in moving, Mayflower. The truth of the matter is that United Van Lines Actually completed this move, because Premier and Mayflower oversold the movement of my household on June 29. and were unable to complete the move until July 16, 2013. The appropriate moving van was more than able to accommodate the shipment; Mayflower/Premier simply did not have the moving van promised me for the move. The move was finally delivered 18 days later than the absolute last date the shipment was promised, both in writing and numerous times by email and phone calls, by the Premier staff, Ms [redacted] and [redacted] at ###-###-####. Before I proceed, I must say that Ms. [redacted] and Ms. [redacted] were both very professional and respectfully communicating what they told me were the policies and procedures of Premier Moving and Storage, the Roanoke, Virginia agent for Mayflower. I trusted them and have no reason to doubt their sincerity. I have attached documentation (Exhibit A) of the Roanoke City Police Report, Sergeant [redacted], description of the negligent act of leaving our truckload (large moving van) of belongings illegally parked and unlocked with many items left on the street. This is likely when our coffee table went missing, as well as many other smaller items never accounted for. I have attached (Exhibit B) 7 pages of the inventory Exceptions Report (used to record damage or loss from the original receipt), although Mayflower has tentatively agreed to only pay $1120 plus the cost of repair of 3 major items (I also have attached the relevant cover page of' the many pages of Household Goods Descriptive inventory, reflecting 2 separate delivery dates by 4 different shuttles (7/19 & 7/26). This is relevant especially because I was told our household goods were to be delivered by a single 50 foot tractor trailer, not 4 separate deliveries …. thus causing additional 4 separate shuttle expenses (I was assured by Ms. [redacted] that I would not be charged for additional costs at delivery, especially after our goods were damaged, lost and 18 days late). In any case, not only were shuttle services excluded in writing (see below), but it should be Mayflower/Premier’s responsibility to pay for the 4 shuttles because Mayflower did not send the shipment in one truck as they informed me would be the case. Also, many full size trucks, including large moving vans, have delivered to all the houses on my neighborhood, putting the entire shuttle necessity in question. In regard to my claim for delay in delivery, many household items of necessity (Exhibit C, page4-8 of 9) including on 7/26/13: dresser, lamps, rugs, desk drawers, bed slats. bed frame, bed rails and all 6 Igloo doghouses for our 6 huskies (outside dogs), were not delivered until 7/26/13, 18 days after the July 8 guaranteed delivery date. As Mayflower/Premier has agreed, I am due payment of $125/day (18x$125=$2250.00) for this delayed delivery. Mr. [redacted], in his letter of October 23, 20 13 incorrectly states that I "endorsed" the check Mayflower sent me (with absolutely no cover letter or explanation) for $1625. That check (Exhibit F) was specifically marked as "for deposit only", constituting a "qualified' endorsement, which does not include any signature of any kind because it does not agree to (by signature endorsement) the release and discharge of any, claims, demands….etc., as was misstated by Mr. [redacted]. I would never agree to such an absurd arrangement under these circumstances. Mr. [redacted] is correct in his assertion on page one of his letter, that Mayflower agreed to performing services with a binding Estimate/order for Service (“Binding Estimate"). Attached in addition to the, "On Point Price Certainty Total" estimate of charges $17,336,84 (binding date 3/15/13) is a contract (#[redacted]) (Exhibit D) that specifically states there is no additional charge for shuttle services at destination, when there is a "Bound Estimate"; on Page 7, of that agreement read: "Explanation of Terms: Shuttle Service --In cases where it is impossible for the van operator to deliver your shipment directly from the over-the road vehicle(usually a lone tractor-trailer) either because of the terrain characteristics (such as tight turns, overhanging branches, etc.) or safety considerations, you may request or the van operator may require, shuttle service. A shuttle service includes placing your household goods on a smaller vehicle and transporting them between the over the road vehicle and your. There wilt be no additional charges for shuttle at destination under a bound pricing program. " The bound price was subsequently adjusted to $17,842,07, however Mayflower has hiked up the price, adding fees for shuttle service, which they agreed in writing to exclude in a bound pricing program, Furthermore, Mayflower/Premier have refused (until receiving what they consider full payment) to repair/replace our damaged and missing furniture (many items were excluded from the “Inventory Exception Report"), though they have acknowledged their responsibility to pay $1120.00 plus the cost of repairing the (brand new condition) handmade spindle cherry dining room chair, the damaged handmade cherry dining room table, and the severely damaged treadmill (estimated at another $1500 to repair these 3 items), totaling $2620 est, cost to repair/replace all items that we have included thus far. These damages/missing items are acknowledge in the September 12, 2013 letter from Mayflower's, [redacted], Senior Claims Adjuster. 111, ([redacted]) (Exhibit E). It is very interesting that Mr. [redacted] attempts to misstate that a check (Exhibit F) was endorsed, re moving accountability for our shipment and also side step responsibility for the negligence (see police report) of leaving our belongings unlocked and on the sidewalk for two days, stating that, “it does not appear that any loss or damage to the [redacted]s goods occurred during the time that the trailer remained unlocked at the origin residence". This would suggest to me that Mayflower/Premier must have some other explanation for the missing coffee table and other missing items? Lastly, Mr. [redacted] states that payment of applicable tariff charges should precede the carrier's obligation to satisfy a claim for loss or damage. This is very neat and sounds credible, but as any reasonable person can see, the "applicable tariff charges” have not been agreed to by Mayflower/Premier, making payment impossible. I make the following offer to settle this horrendous matter, including mutual release of Mayflower/Premier and myself, also releasing the Missouri and the Roanoke Revdex.com from further action (Premier has lobbied to say that they did not form a contract with me in Roanoke and they can continue to claim a Revdex.com claim free status), upon completion of the following: 1. Payment by check to [redacted], the remainder of the due late delivery payment of $2250.00 minus the $1625 paid: Due: $625 2. Payment by check to [redacted], the value of lost and damaged items, totaling Due: $2620,00 3. Agreement by Mayflower/Premier to accept payment in full at the agreed upon Bound Price: $17,842.07. A bank check for that amount will be placed with an escrow agent, my attorney or other mutually agreed agent, upon final agreement with Mayflower/Premier. Thus Mayflower/Premier will pay me through an escrow agent an additional: $3245, and I will pay them $17,842.07. to settle this matter and put it behind us. Thank you for your time and professional assistance in this unfortunate case. Sincerely, [redacted] M. [redacted]
Consumer
Response:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Today, I am in receipt of a copy of a letter to Revdex.com/Missouri from [redacted], Senior Litigation Adjuster, Mayflower. One Mayflower Drive. Fenton, MO [redacted]. That letter is unfortunately replete with misleading and untruthful information. I will briefly address the issues that are misstated by Mr. [redacted] as well as my request from Premier Moving and Storage &/or their partner in moving, Mayflower. The truth of the matter is that United Van Lines Actually completed this move, because Premier and Mayflower oversold the movement of my household on June 29. and were unable to complete the move until July 16, 2013. The appropriate moving van was more than able to accommodate the shipment; Mayflower/Premier simply did not have the moving van promised me for the move. The move was finally delivered 18 days later than the absolute last date the shipment was promised, both in writing and numerous times by email and phone calls, by the Premier staff, Ms [redacted] and [redacted] at ###-###-####. Before I proceed, I must say that Ms. [redacted] and Ms. [redacted] were both very professional and respectfully communicating what they told me were the policies and procedures of Premier Moving and Storage, the Roanoke, Virginia agent for Mayflower. I trusted them and have no reason to doubt their sincerity. I have attached documentation (Exhibit A) of the Roanoke City Police Report, Sergeant [redacted], description of the negligent act of leaving our truckload (large moving van) of belongings illegally parked and unlocked with many items left on the street. This is likely when our coffee table went missing, as well as many other smaller items never accounted for. I have attached (Exhibit B) 7 pages of the inventory Exceptions Report (used to record damage or loss from the original receipt), although Mayflower has tentatively agreed to only pay $1120 plus the cost of repair of 3 major items (I also have attached the relevant cover page of the many pages of Household Goods Descriptive inventory, reflecting 2 separate delivery dates by 4 different shuttles (7/19 & 7/26). This is relevant especially because I was told our household goods were to be delivered by a single 50 foot tractor trailer, not 4 separate deliveries …. thus causing additional 4 separate shuttle expenses (I was assured by Ms. [redacted] that I would not be charged for additional costs at delivery, especially after our goods were damaged, lost and 18 days late). In any case, not only were shuttle services excluded in writing (see below), but it should be Mayflower/Premier’s responsibility to pay for the 4 shuttles because Mayflower did not send the shipment in one truck as they informed me would be the case. Also, many full size trucks, including large moving vans, have delivered to all the houses on my neighborhood, putting the entire shuttle necessity in question. In regard to my claim for delay in delivery, many household items of necessity (Exhibit C, page4-8 of 9) including on 7/26/13: dresser, lamps, rugs, desk drawers, bed slats. bed frame, bed rails and all 6 Igloo doghouses for our 6 huskies (outside dogs), were not delivered until 7/26/13, 18 days after the July 8 guaranteed delivery date. As Mayflower/Premier has agreed, I am due payment of $125/day (18 x $125=$2250.00) for this delayed delivery. Mr. [redacted], in his letter of October 23, 2013 incorrectly states that I "endorsed" the check Mayflower sent me (with absolutely no cover letter or explanation) for $1625. That check (Exhibit F) was specifically marked as "for deposit only", constituting a "qualified' endorsement, which does not include any signature of any kind because it does not agree to (by signature endorsement) the release and discharge of any, claims, demands….etc., as was misstated by Mr. [redacted]. I would never agree to such an absurd arrangement under these circumstances. Mr. [redacted] is correct in his assertion on page one of his letter, that Mayflower agreed to performing services with a binding Estimate/order for Service (“Binding Estimate"). Attached in addition to the, "On Point Price Certainty Total" estimate of charges $17,336,84 (binding date 3/15/13) is a contract (#[redacted]) (Exhibit D) that specifically states there is no additional charge for shuttle services at destination, when there is a "Bound Estimate"; on Page 7, of that agreement read: "Explanation of Terms: Shuttle Service --In cases where it is impossible for the van operator to deliver your shipment directly from the over-the road vehicle(usually a lone tractor-trailer) either because of the terrain characteristics (such as tight turns, overhanging branches, etc.) or safety considerations, you may request or the van operator may require, shuttle service. A shuttle service includes placing your household goods on a smaller vehicle and transporting them between the over the road vehicle and your residence. There will be no additional charges for shuttle at destination under a bound pricing program. " The bound price was subsequently adjusted to $17,842,07, however Mayflower has hiked up the price, adding fees for shuttle service, which they agreed in writing to exclude in a bound pricing program. Furthermore, Mayflower/Premier have refused (until receiving what they consider full payment) to repair/replace our damaged and missing furniture (many items were excluded from the “Inventory Exception Report"), though they have acknowledged their responsibility to pay $1120.00 plus the cost of repairing the (brand new condition) handmade spindle cherry dining room chair, the damaged handmade cherry dining room table, and the severely damaged treadmill (estimated at another $1500 to repair these 3 items), totaling $2620 est, cost to repair/replace all items that we have included thus far. These damages/missing items are acknowledge in the September 12, 2013 letter from Mayflower's, [redacted], Senior Claims Adjuster,Ill, (###-###-####/[redacted]) (Exhibit E). It is very interesting that Mr. [redacted] attempts to misstate that a check (Exhibit F) was endorsed, removing accountability for our shipment and also side step responsibility for the negligence (see police report) of leaving our belongings unlocked and on the sidewalk for two days, stating that, “it does not appear that any loss or damage to the [redacted]s goods occurred during the time that the trailer remained unlocked at the origin residence". This would suggest to me that Mayflower/Premier must have some other explanation for the missing coffee table and other missing items? Lastly, Mr. [redacted] states that payment of applicable tariff charges should precede the carrier's obligation to satisfy a claim for loss or damage. This is very neat and sounds credible, but as any reasonable person can see, the "applicable tariff charges” have not been agreed to by Mayflower/Premier, making payment impossible. I make the following offer to settle this horrendous matter, including mutual release of Mayflower/Premier and myself, also releasing the Missouri and the Roanoke Revdex.com from further action (Premier has lobbied to say that they did not form a contract with me in Roanoke and they can continue to claim a Revdex.com claim free status), upon completion of the following: 1. Payment by check to [redacted], the remainder of the due late delivery payment of $2250.00 minus the $1625 paid: Due: $625 2. Payment by check to [redacted], the value of lost and damaged items, totaling Due: $2620,00 3. Agreement by Mayflower/Premier to accept payment in full at the agreed upon Bound Price: $17,842.07. A bank check for that amount will be placed with an escrow agent, my attorney or other mutually agreed agent, upon final agreement with Mayflower/Premier. Thus Mayflower/Premier will pay me through an escrow agent an additional: $3245, and I will pay them $17,842.07, to settle this matter and put it behind us. Thank you for your time and professional assistance in this unfortunate case. Sincerely, [redacted] M. [redacted]
Business
Response:
RE: Complaint ID #[redacted], Mr. [redacted] Dear [redacted]: This complaint will have to be transferred to the Eastern Missouri Revdex.com as Mr. [redacted]'s shipment moved under Mayflower Transit, LLC's ("Mayflower's") interstate operating authority. This includes all elements of the customer’s complaint including the locked trailer issue. No contract existed between Premier Transfer and Storage, Inc and Mr. [redacted]. The contract existed between Mayflower Transit, LLC and Mr. [redacted]. Premier Transfer and Storage, Inc. was acting agent only for Mayflower Transit, LLC during this transaction. For purposes of Mr. [redacted]’s interstate move, Premier Transfer and Storage, Inc. ("Premier") was acting solely as a disclosed household goods agent of Mayflower. As a disclosed household goods agent, Premier cannot be liable for damages arising out of Mayflower's performance under its interstate Bill of Lading. Therefore, please remove Premier from the complaint and forward the complaint to the Eastern Missouri Revdex.com. Kindest regards, John S. Phillips President
Review: Shipper received Bathroom vanity from [redacted] approx. November 7. I did not hear any scheduling requests from them. I contacted them directly Nov 21sd and was told they were maintaing their trucks and would deliver the following week on Nov 25. I was given a 4 hour delivery window, for which I had a contractor at my home waiting for delivery. There was no delivery made. I contacted the shipper again on Dec.1 and was offered no explanation or apology, and was told there was no damage to the vanity. I was told I would recieve a call by close of business on Dec1 with a specific delivery time for Dec 2. I did not receive any call. I again called the shipper Dec 2, and spoke with [redacted]. I was given a 4 hour window for delivery on Dec. 2. I informed the shipper I cannot have a contractor at my home for 4 hours again. I was told they cannot give me a specific time as per their supervisor [redacted]. I do not work in my home town and cannot accomodate a 4 hour window for delivery.Desired Settlement: I would like an immediate call and cooperation on a specific delivery time for today Dec 2.
Business
Response:
I sincerely apologize for the confusion on this delivery time. This morning the customer was contacted and a specific delivery time set up for today.