Brothers Moving & Storage

Hello, We corresponded with Ms [redacted] on several occasions regarding her complaint The attachments supply the emails Brothers Moving & Storage attempted to locate her items to no avail We were unable to locate the items We asked if there was anything else we could do to assist her and we did not receive a reply Since we did not receive a reply from Ms***; we did not know what she wanted to do to resolve this therefore did not take further action Best, Brothers Moving & Storage

Good Day Ms [redacted] , I hope this message finds you well I am responding to the compliant on behalf of Brothers Moving & Storage Mr [redacted] move was completed on or about December 6, His move was from Monahans, Texas to Fredericksburg, Texas The move was scheduled and a down payment was made by Mr [redacted] sister Mr [redacted] received a call from Mr [redacted] a couple of days after the move was completed Mr [redacted] informed Mr [redacted] that there was potentially some missing items and potentially some damage was done to some items As standard operating procedure; Mr [redacted] , politely informed Mr [redacted] of the claim process, asking Mr [redacted] to submit his claim in writing (via email) to [redacted] Mr [redacted] assured Mr***; he would review the claim once submitted and Mr [redacted] agreed to submit the claimTo date, Mr [redacted] has not received a claim from Mr [redacted] regarding the items in question Since we did not receive a claim from Mr***; we could not move forward with the review process Thank you for taking the time to reach outIf we can be of further assistance, please let me know Best, [redacted] SrOffice Administrator [redacted] www.brothersmovingtexas.com ReliableTrustworthyCommitted

Complaint: ***
I am rejecting this response because:
When I spoke with *** of Brothers, I explained I would like the items that could not be located, to be replacedI even sent photos of each itemI can send additional information if neede I was also told during a teleconference with Brothers Moving that items damaged I would not be receiving any compensation for.
Regards,
*** ***

Hello, Please note: We have no inventory/ record of any of the items she said were lost The items she says were damaged we can’t be liable for This is due to her not providing proper securing straps at our recommendation and refusing materials to protect her furniture We also can’t be liable due to the fact we did not drive or unload truck. Thank you, Brothers Moving and Storage

Complaint: ***
I am rejecting this response because:There was no inventory taken on any itemsThere was no listing done, not sorting or anythingMy items weee not labeled and were not wrapped although I was told they had beenMy property was with them for months prior to this loadingMy load was ill loaded, I showed evidence of such prior to finding out I had items missingI was told it took two trucks to move my things to storage and somehow move with a truck 2/loadedThis has become a back and forth game of them not wanting to be held for anythingHow can my items just disappear? Where are the items that the crew purposely left behind last were only supposed to be left if there was no room on the truck?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I was only on the telephone twice with *** *** and He said nothing to me in regards of submitting a complaint in writing however,I have one missing gas trimmer.one missing leaf blower.one missing round brass table,scratcheson my glass computer station,scratches on my washer,scratches on my dvd player and am asking a refund of at least $dollars.The missing items were loaded on the truck and witnessed them being loaded.I was also missing four brooms and a gallon jar of change that was not entirely filled
Regards,
*** ***

Hello,  We corresponded with Ms. [redacted] on several occasions regarding her complaint.  The attachments supply the emails.   Brothers Moving & Storage attempted to locate her items to no avail.  We were unable to locate the items.   We asked if there was...

anything else we could do to assist her and we did not receive a reply.   Since we did not receive a reply from Ms. [redacted]; we did not know what she wanted to do to resolve this therefore did not take further action.  Best, Brothers Moving & Storage

Good Afternoon, We received Mr. [redacted] objection.  Respectfully,  we did explain the process and he acknowledged.  However, until Mr. [redacted] submits a claim with all information to [redacted]  we cannot move forward in the claim process.   Mr. [redacted] will need to submit  in writing the details of items, estimated value and the details regarding circumstance for review. Our standard operating procedure requires the person filing the claim to submit it in writing to [redacted] .  We hope that Mr. [redacted] submits a claim and follows advised procedures. Thank you, [redacted]Sr. Office Administrator[redacted] www.brothersmovingtexas.com Reliable. Trustworthy. Committed

Good Day Ms. [redacted], I hope this message finds you well.  I am responding  to the compliant on behalf of Brothers Moving & Storage.    Mr. [redacted] move was completed on or about December 6, 2017. His move  was from Monahans, Texas to Fredericksburg,...

Texas.   The move was scheduled and a down payment was made by Mr. [redacted] sister.    Mr. [redacted] received a call from Mr. [redacted] a couple of days after the move was completed.   Mr. [redacted] informed Mr. [redacted] that there was potentially some missing items and potentially some damage was done to some items.   As standard operating procedure; Mr. [redacted], politely informed Mr. [redacted] of the claim process, asking Mr. [redacted] to submit his claim in writing (via email) to [redacted].  Mr. [redacted] assured Mr. [redacted]; he would review the claim once submitted and Mr. [redacted] agreed to submit the claim. To date,  Mr. [redacted] has not received a claim from Mr. [redacted] regarding the items in question.   Since we did not receive a claim from Mr. [redacted]; we could not move forward with the review process.     Thank you for taking the time to reach out. If we can be of further assistance, please let me know.  Best,  [redacted]Sr. Office Administrator[redacted] www.brothersmovingtexas.com Reliable. Trustworthy. Committed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Brothers Relocation Services (BRS) failed to even address the concerns that were provided to them.  There were multiple phone calls made in reference to this move.  They are stating that they are basing everything off of the first phone call.  They state that if I would have "stated it was 2-2 bedroom homes (a 4 bedroom house) your estimate would have doubled....".  On June 4th I made multiple follow-up phone calls in reference to this.  BRS fails to address this.  Since the first conversation was recorded, I believe the rest of the calls were recorded as well.  I have asked for the recordings and have not been provided them.  The additional recordings go into length about my concern about the size of the truck and the amount of items we had in the house.  They keep going back to the initial phone call.  I also bring up the fact that when the movers arrived, they revised the estimate to 6-7 hours with 3 workers.  This was still way off - 1/2 of the actual amount of time it took them.  This issue has never been addressed.They mention that I could have told the movers to stop - this is not a very logical argument.  The moved was planned way in advance and BRS were there to do a job - it's not like I could find someone last minute to move a house full of items.I do not see any of the additional recordings they are referring to - aobut 3 separate calls and a call from the crew mid move.  Also the call that was made from the Lead mover at my home on the night of 6-23-2015 at approximately 8:30 PM between the billing department and then [redacted] and myself is not included - this is the point where one of the owners "[redacted]" specifically told me that if "BRS had provided me with a higher estimate, that I would have went with a different company".  I told him that I did not go with him because he was the cheapest, but because of the Revdex.com rating of the company which, in my opinion, is in jeopardy.  I can not see how they have an A+ rating when they operate a business in the fashion that they do.  Give a low-ball estimate, take twice as long as the highest estimate (given the day of the move), and then tell me that they won't unload the truck if I don't pay in full.The only thing that BRS keeps coming back with is that everything was based on the original estimate.  I have provided the updated estimate given to me after the phone call where I was concerned about the size of the truck and the amount of items in the house.  They continually do not address the updated estimates and the last phone call between [redacted] and myself that took place at the end of the move.
Regards,
[redacted]

In response to customer complaint, the
customer was given a quote of approximately 6 hours of work for 2 men.
 This estimate was given based on items that were told to the estimator
over the phone.  We do try and give the best estimates that we can and based
off what the customer...

states they have.  We have uploaded a list, on this
list are the items that the customer stated he had according to the call for
estimate.  We do also have the call recorded and at no time did the
customer state that there was a lot of workout equipment, he did however state
he had a free weight set, customer also never stated in the recorded
conversation that it was like 2 homes into one and jam packed home and garage.
 He did give a list of items over the phone to the estimator and the list
that is provided, as well as the recorded phone call which shows what was said
over the phone.  The items mentioned should have fit with room in the 26ft
truck that was sent out on moving day.  Also during the communication
between the crew and our office the crew did state that this customer had a lot
of stuff in his house, it was almost 2 full trucks when being moved, which is
more than was told to us on the phone. 
The second truck load which was just garage items filled up ¾ of our
truck, but according to the list he only had a few garage items.
We as a small family owned moving company
and as a practice in the moving and storage business visuals for all local
moves are not possible, so we depend on what the customer tells us they have in
order to give as best an estimate as possible. 
This is just an estimate as well, customers are told they pay for the
time that is used.  Customer never said
the crew was moving slowly, nor during the move did customer call to state he
was concerned over the time the move was taking, he was just upset over the
amount of time the job took at the end of the move, once again just an estimate
based off list of items customer told us over the phone.
We did give the customer a credit on their
bill in good faith to make up for some of the loss, but we charge by the hour
and customer was charged properly for how long it took to do the job.