Eden's Moving Services LLC

Complaint: ***
I am rejecting this response because their information is not accurate. I made my needs very clear when I initially contacted Eden Moving, for whom I spoke to ***, that due to a divorce, I had to be out of the house no later than December 1st. They said that they had a day time window 11/29, 11/30, and 12/but they could not guarantee until we got closer to the dateI contacted them a month out to ensure there was plenty of time. This is not my first move as I have moved times--once internationallyI was also very specific about the amount of furniture and goods I would be transportingWhen I tried to update my goods a few days prior to the move, I contacted *** again via email indicating I could not update the website as I was told. I have a very specific email from *** indicating it was appropriate to under rather than over estimate my cubic weight (which I shared with the company). This was obviously not accurate as the movers were not prepared.*** first contacted me on 11/26, indicating he would pick up my stuff on the 27th. I was told not until the 29th, where I specifically wanted December 1st because of a class I was teaching the night before. The mover left town without picking up my stuff. *** gave a new date of 12/1-12/where I told *** this was not acceptable due to a court order. *** DID know that I HAD to be out due to a court order BEFORE the movers ever picked up my stuff. The movers were expected to move within a few hours. The first day they were at my house until pm, the second day---the day of the court order, they did not leave until am the next morning in violation of the court order (I have text from the driver). What is most frustrating is the estimate the *** the mover offered where he gave me the $fee as HE WAS IN MY HOUSE. I had a court order to be out of the house, where I did not have any time to find another moving company, as I had to be out the day they came to my house. I felt as if I was being extorted for more money because there was nothing I could do when as a result of a court order. I had to be out--so they could charge me whatever they wanted, which was outrageous---times more than I was estimated.I object to the statements from the Edens Moving. They have recorded phone calls of all of my requestsI shared text and emails with them of the inaccuracies of the estimate. The estimate was for $1700.00, the actual cost was $5500.00. I was advised that it is illegal to be charged more than 25% over the estimate, I was charged 3x times as much. This moving company should check the emails I sent, the recordings that they say they have, as well as the text messages I sent confirming their bungling and mismanagement of the entire process. As a result, I do not appreciate their inaccurate reporting of the information; they are denying the claim because of their version of events which are not accurate and incomplete. The Revdex.com should revoke their rating and endorsement as my complaints seem to be in a long line of very unhappy customers.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Although Eden's claim they are willing to settle with me for the damages done to my furniture they will not because I have posted on the Revdex.com websiteIn other words they are NOT doing anything for damaging my thingsI spoke with *** at Eden's and she explained to me that as a contingent of recieving any compensation a consumer can't post their experience anywhereHer response that is posted would make you think they are willing to be responsible but they are anything but It is like they are willing to pay you an insulting amount to keep quiet about how they actually handle your moveIf they damage your belongings you have to take whatever they offer or you get NOTHINGConsumers beware of this companyThey are giving the moving industry a black eyeShame on you Eden's
Sincerely,
*** ***

At this time we have contacted the client to offer the full value protection options on this move, as if the move were brand newThis always must be done prior to the pidate, but due to the cost of the bike we wanted to offer this protection againThe cheapest full value protection offer would be the option with a $deductible and $valuation charge for a total of $3444, which would result in us repairing the bike and any other damaged household goodsThis is only $less than the cost to repair the bikeWe understand this, so as a good faith reimbursement we offered $1000, directly to the client, for repairs to the bikeWhile we know this is not the full repair price, it would leave the repair cost at $for the clientThis is $cheaper than it would have been had the client purchased the full value protection on this moveThis offer was declined, and the client said at this point she is letting her insurance contact ours to resolve this issue

Complaint: ***
I am rejecting this response because:I have contacted Edens againI was told by one person after sending them pages of handwritten explanations of my missing items- approx boxes- not to mention some of the damages, and then there is the misdelivered furniture and a few more boxes that were also misdelivered- that they never received my informationI was told that they moved a\warehouses and possiibly they went to the wrong addressI have the receipt from the post office that I did mail it and it was delivered The last time I spoke to a third lady in customer service, she said YES, they had received my pages I asked her to send me the forms again, since the 2nd lady (***-I believe) never sent them to me as promisedI am still waitiing for the forms from *** ( the 3rd gal I spoke to in Customer Service.I also think a mention was made as to why I never told the driver I was missing my furnitureI ABSOLUTELY TOLD '*** ***" THAT I WAS MISSING FURNITURE THAT WAS TO BE DELIVERED TO VEGAS (ALL TABLES IN FAMRMAND THE LEATHER TABLE IN STUDY, AND THE DAY BED, AND THE REST OF THE MATCHING WHITE FURNITURE FROM MY DAUGHTERS ROOM (RCVDOF WHITE PIECES) OAK KITCHEN CHAIRS IN BASEMENT) I HAVE WITNESSES THAT WERE THERE *** told me he was not unpacking the truck because edens pput another lady's load in between my Vegas and Califoornia homesHe then gave me a song and dance that yea, the lady from Santa Monica had a freezer that was stored and had frozen food in it-which was not allowed and it was stinking- I didnt care about his storyI wanted my furniture delivered where I had storage roomI had just emptied aan entire 3rd garage so I had room for those special piecesSome were to go to my daughter that lives in Vegas, however the load was to be only delivered to my address in Vegas. Back to the stolen items ( and I am 99.9% sure that was the case)...I must have had easiy over a hundred boxes, but the most important ones that had my cherished items) which were labeled with the contents) are the missing ones I have filed a police report with Arapahoe County Police I explained to the CustServlady names *** that on moving day there were at least guys there They brought large moving vans and then a 3rd larrge white van showed up and stayed there all day When the lead packer/mover would ask me where does this one go...I would tell himI trusted that after I told him he listened and followed through I also advised him of the special boxes that were VAUABLE to me.....Funny-they never made it to the truck, but I am guessing they made it on the big white vanThe lead packer also asked me if he could have my box spring and I said YES, but that box spring did not fo on the w big trucks...but must have gone with the van I also had some tools in the basement that the movers packed and, guess what....they didn't arrive here either.....I dont care about those thinks, but the tapestry and the jewelry boxes and the recordos and the platter/plate from Italy, and my childrens grad pics in the same box, and oother frames pics and the silver wine goblets, and my grandmothers mesh purses over yrs old (3) , and the fruit dishes that were hanging on the walls......I want them back I advised Edens Lead packer of each box and most of them had labels and contents writtenboxes arrived with no labels or names that were mine, and a 6th box was labeled with my name and it had one golf ball inside I packed a full box and found the golf ball and threw it in the box, and someone had gone through it and retaped it with only the gold ball The Edens packer and labelers were careless.YES....THEY STOLE EVERYTHING THAT I OWNED THAT WAS REALLAY VALUABLE AND IMPORTANT TO ME And I am quite upset that the Revdex.com seems to only believe EDENS They still have my vacuum in Denver and they lost the ironong board that was written on the list (with no tag numbers-because someone forgot to put labels on them).If you want to do a SERVICE TO OTHER CONSUSMERS IN THE DENVER AREA- THEN YOU NEED TO ADVISE PEOPLE THAT EDENS EMPLOYEES HAVE ABSOLUTELY STOLEN MORE THAN BOXES FROM ME.) Tell them not to have EDENS store your items and have about people standing next to each of their employees and reconfirm all the instructions It is probably okay if they pick up and deliver the same day or next day in the same town, but do not let EDENS combine your load, or give them the oportunity to store your treasures Edens labels items as box or plastic bin.....so they fill up the white van that does not go back to the warehouse, but too their private homes-possibly ABSOLUTELY THEY STOLE THOSE THINGS THAT WERE NEAR AND DEAR TO ME...THINGS FROM MY GRANDMOTHER, MOTHER, AND DECEASED HUSBAND, ALONG WITH GIFTS FROM MY KIDS SO Revdex.com DO YOUR JOB AND ADVISE CONSUMERSI HADNT HAD PROFESSIONAL MOVERS BEFORE AND I AM SURE THOSE EMPLOYEES WILL ROB OTHERSS LIKE THEY DID TOO ME!*** *** *** I was at fault because I itemized/labeled what was inside my very special boxes-too much information for the movers_ I wish I would have labeled them old rags/ old linens, etc.
Sincerely,
*** *** ***

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessary
Sincerely,
*** ***

Contacted the client and are happy to refund the $overcharge

For every move, our pickup crew takes inventory of every item loaded up by them, being very careful to make sure everything is on that listYou said yourself that everything on that list was marked as received, but that all items weren't markedWe don't have any way of knowing that there were items that weren't marked, as far as we know our foreman put a sticker on every item.As far as your damages, we do have a claims process that handles anything damaged upon delivery*** *** is the company we work with, you may contact them directly about your damages, I've also sent you over the form for thatWe are more than willing to work with you on handling any damages that occurred during your move, including the damages to your homeThere were also options to purchase additional insurance outside of what we typically cover, $0.60/lb per articleIf you were concerned about the fragility of your items, you were more than welcome to purchase that additional insurance, which it discusses all of those options in our estimate

Hello ***,I'm sorry you feel your experience was so terribleI assure you we do everything we can to make all moves go as smoothly as possible, it's very unfortunate was not that wayYou mentioned in your review that we promised to pay to repair the china cabinet, but when I spoke with you,
you now want it completely replaced it sounds likeAs far as the settlement that was originally offered to you from ***, that just goes by the $per lbrule, so they'll only cover amounts per thatThere's nothing we can do to change ***'s settlement unfortunatelyI know it's a very long process, but we're not trying to keep this going for so long on purpose, we'd like to get this settled for you as wellWhich is why we tried to offer you the $300, I know you mentioned the cabinet is worth about $1500, but $should be able to at least cover costs of repairs for that I would think. I apologize of the unprofessionalism of the workersWe don't hire workers who are completely untrained, I'm sorry you feel this wayI don't know why they weren't more careful with your things, but it does seem they were all packed by you so we can only be liable for so much of thatWe would like to work something out with you, we cannot just give you $unfortunatelyPlease let us know if you would like to agree to settle with us.Sincerely,*** ***Customer ServiceEden's Moving Services

Thank you for forwarding this consumers complaint to our attention, we would like to offer the following response: Mr*** contracted for long distance moving services including packing services which were provided in full as evidenced by Mr***’s signature on the delivery portion of
the Bill of lading in close proximity to the following statement: “I, the customer/ representative, hereby declare that I have the authority to enter into this agreement with the carrier/ its agentsAll services ordered have been performed, and all goods are received in apparently good condition except as noted on the inventory sheets conducted for my move”. Any and all packing materials ordered by Mr*** were utilized in the preparation and transport of his household goods.We regret that items may have been damaged during transitEden’s Moving Services has an established claim process in place to assist customers with transit related damage and loss claimsMr*** submitted a claim which was received by our claim administrator on January 19, 2016, and receipt of the claim acknowledged on January 21, Mr***’s claim will be reviewed for consideration within the time frame allowed, and in accordance with the terms of our agreement and applicable federal lawAll of the packing materials Mr*** ordered were used to protect and prepare items for shipmentMr*** has submitted a claim to our claim administrator for his damaged itemsThank you

This job actually went below the quoted price because it was an hourly ratePrior to the job we informed the customer of the fee for an additional truck used during the job of $one time feeThis customer agreed and signed for this, but our driver failed to collect that fee during the delivery
We contacted the customer to inform him and are still attempting to collect the remaining feeAs explained to this customer we are happy to move forward with him filing a claim for any damages once his balance is paid

Complaint: ***
I am rejecting this response because:As of today, Eden's moving still hasn't resolved this issue. I have heard nothing since last week, February 8, when I received an email from Gary G*** stating that Eden's has asked CSI to reprocess my claim. This matter has been going on since October, over months. I am hesitant to say their response is acceptable as their words are just promises until I receive payment for the damage done to my home. Thank you very much for your continued assistance and monitoring of my complaint. Without your help, I don't believe Eden's would have done anything about this.
Sincerely,
*** ***

We have reached out to the customer and intend on taking care of all of these issuesCustomer has two voicemail's from us, just waiting to speak to her

We would be happy to work with the client on a settlement for the damages that occurred during her relocationNormally any damages need to be filed through our claims departmentWe will offer to pay for the cleaning of her mattress or send her a check for $300, anything beyond this will require
arbitration

Revdex.com:
I would like to reject the offer of Mediation for complaint ID ***I am pursuing my legal rights further based under Oregon lawThank you for your assistance in this matterI appreciate your effort to resolve the complaint
Regards,
*** *** ***

We will stick with our original responseMany times we add tape to boxes we pick up either due to improper packaging by the customer or because they begin to collapse or need reinforcementIf a thief truly wanted to go through a customer's boxes and look for valuables why on earth would they ever use different colored tape and cut them open? It doesn't make any senseWe also have the recorded called, we never said "prove it" but rather explained to the customer that without some sort of evidence on our side there is nothing we can doWe cannot begin firing employees and refunding money without evidenceWe also explained to the customer that he may and should file a police report, that way if this is true they can help us to prove itThe customer failed to include any extraordinary valued items on the sheet he signed at pickup requesting that information, but instead wrote "N/A"Then he claims he had extraordinary valued items on his loadAt this point we cannot offer this customer anythingIf he would like to move to arbitration we are prepared to do so

We have worked with this customer and reached a settlement agreementAll charges were legitimate, as we were told there were only pre-packed boxes to be movedHowever, upon arrival there were many extra items that were not packed and ready to be movedDue to some miscommunication we agreed to
discount much of the additional charge, and have settled this complaint in-home with the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have sent them a notarized copy of the settlement form and am working directly with *** at Eden's to resolve. Thank you for your assistance through this process
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

It does look like we received the payments equaling out to $from you, but as far as I can tell that is the correct balance we should have collectedI'm not sure where this $price is coming from,every estimate that was sent out to you came out to $I've attached the signed estimate
by you, which has that price shown, which is the price we charged you, it never changedI believe there may be confusion with the size of your load, your estimate lists cubic feet, which is what it actually came out to once we picked you up, so I'm not sure why there's an issue with the price when you already agreed and signed to it previouslyYou did mention cubic feet, but it looks like the actual was 401, we never quoted you at from what I can tellIf you did have less items then yes the price would've gone down, but it remained at cubic feet.As far as the delivery time frame, we do average 3-business days from your first available delivery date and are allowed up to business days by Department of Transportation lawI see you set your first available delivery date as the 24th of October, which we delivered on the 6th of November, meaning only business days passedThe 7th of November would've been our 11th business day, keeping us well within the window we're allowed per our contract with you

Complaint: ***
I am rejecting this response because:I informed the moving company that the couch was very expensive and it should be handled carefully, At no time did they offer me additional insurancethe $dollars offered now doesn't cover the cost to repairSincerely, *** ***
Sincerely,
*** ***