Eden's Moving Services LLC

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. Since your office has closed it, Edens has contacted me with a resolution and has offered to repair the motorcycle in full as we requested? I have been working closely with *** *** to resolve this and we are pleased to have been contacted by our local *** dealer to confirm Eden's is handling all necessary repairs and having the bike picked up from our home as well. I went on the site to see how I may update this claim and do not see this option since the Revdex.com closed it after my last responseWill you please advise how I may update this or if I can at least get an update added to state we are satisfied with Eden's offer to repair the bike at 100% cost of repairs? Thank you *** ***
Sincerely,
*** ***

This was a billing issueMistake in our system but it is now resolved with the client and in our system

Complaint: ***
I am rejecting this response because:We are still waiting for a completed invoice from the company that correctly reflects all the payments we made
Sincerely,
*** ***

I have attached the piand delivery paperwork for this customer's jobFirst, please note that upon pithe customer was given a "Household Goods Extraordinary Value Inventory" sheet to fill out with any high value items included in his inventoryIf he had a jewelry box worth so much this
should have been written here, but as you can see the customer wrote "N/A" and signed itAs you can also see the boxes are "PBO" meaning "Packed by Owner", we would not have any idea what box contained what itemOn the delivery paperwork you can clearly see that all boxes arrived and were signed for by the customer, if a box went missing it would have been marked as such upon delivery and we would have either located it or reimbursed the customer for the missing boxAll his items arrived as they were picked upIf the client cannot locate an item that he claims to have packed, but that we have no proof of, we will not pay them for it.We absolutely did not tell the customer "prove it"! We explained everything above to him and explained that there was zero evidence of any theft on our end or that his box was ever on the load in the first place (since he did not list it when we asked him to)We told him that if he wishes to he may file a report with the police, and that they will investigate it and determine if a theft took place. At this time we are emailing the customer to explain to him that if he does not remove these reviews we will be seeking legal repercussions for slanderWe are prepared to go to arbitration with you over this immediately

Complaint: ***
I am rejecting this response because:You stupid MN, You made my credit card number publicYou stupid MNYou must some common sense of blocking that out before attaching here Now I need to cancel that card and update all my automatic paymentsWhat an MN you are.You simply can't get any more than 300CC out of a unit of size x x That is simple math/physics As you say "He must have measured" NoDeal with FACTSI'm telling you he didn't.I spent inordinate amout of time with no resolutionI will escalate this to *** regulations
Sincerely,
*** ***

The information provided by *** was all taken in consideration and we prepped ourselves accordingly Upon arrival it became clear to our foreman that she hadn't provided all information and the items tripled; of course it was going to take longer than the estimated timeOur driver did a
revised estimate with the customer and went over the increase of price at that point, prior to the items being loaded, so if there were a problem with the price it should’ve been addressed at that pointSeeing as there was no issue, our foreman proceeded to load everything, get signatures on all paperwork from the customer, and went on his way.When it comes to the court order, we were not made aware of that fact until the day of the pickup, so there’s only so much we can do at that pointHe showed up on the second day of our agreed upon two-day window, loaded what he could that night and then returned the following morning to finish loading her goods We did the best we could with the circumstances we had been dealt upon pick upWe feel that she is who’s trying to pull one over on us because of the fact that the inventory wasn’t even close to being accurateShe was able to make changes to her inventory until hours prior to the move, which the contract clearly statesIt does seem she was trying to make a few changes the day prior but nothing that would’ve tripled the inventory Rather, her requests were to reduce the size of the inventory We have all emails and calls recording stating that exactlyWe do have a contract for a reason, we charge per cubic foot of space that the load takes up in the truckSince the load very clearly increased, the price did as well.As far as us refusing to refund money for not meeting deadlines, this is a statement Our team here went through every phone call and every email to make sure negligence was not on our end, and all bases were covered After proof of that was shown and discussed with ***, a request for reimbursement was denied We did show up on the second day of our window, meaning we met that initial time frameShe agreed to this window prior to the pick up by signing our estimate personally, and prior to even signing a contract with herThe first available delivery date was set as the 5th of the month, which we delivered on the 12th, which was the 6th business day afterWe average 3-business days for delivery, so that was well within that time frame that our contract allows This is clearly stated on the estimate before going into contract as well as the contract itselfWe completely abided by our contract with this customer These accusations and continuous slander and accusations on her part leaves us no choice but to move forward with our legal team and address what needs to happen next

not all of what the company is saying is the truth I did specify in an email that I needed a quote for two storage units and not one the miscommunication was between the person who gave the quote and the person picking up my stuff also the delivery guy didn't inform me that he had hurt his hand til after he had the cashiers check in hand he said he needed to go and look for help which he should of brought with him to begin with that is why I didn't let him leave until he did his job I also have pictures of how he unloaded my belongings he stacked all the heavy boxes on top of all the boxes that I had marked fragile breakable *** which I forwarded to management everything that was breakable was broken items that where imported I also have emails I sent making sure they where bringing all my belongings and they assured me they where and that's why the price had been more than originally quoted the storage called me to let me know that one of my units still had a lock and that I was charged again for the unit I was never contacted by the company to let me know that the belongings where still in the unit also I was charged for packing tape on boxes that they had opened and gone through
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The final invoice for this move has been sent to the client twiceWe have reviewed and handled all issues with the driver in-home, and have pulled him for any necessary re-trainingThe mattress packing charge was not that, but actually a charge for a small crate that needed packing upon pick-up
At this time the damages must be filed through our claims service, *** ***

I am rejecting Eden's Moving response
Yes, I did make a call to Eden's Moving on September 30th because the driver was already in my area stating he needed to deliver my thingsDespite me telling him that I contacted the company leaving voice messages and repeatedly calling over and over to where the customer service kept rerouted my calls in which I was never able to speak to anyoneNobody would return my call at allI told the driver I would have to place my items in storage but that was only because I knew I did not have the money to receive the goods, as I informed *** at Eden's MovingThey did not care and avoided my callsPlease admit and live up to your mistakesEden's apparently did not care and continued to ignore my request to have my goods delivered later in OctoberI was forced to use my rent money to collect my goods which were destroyedWhen the sofa arrived it was NOT packed in furniture wrapsThe driver even made a comment stating it should have been wrapped and protected at Eden'sHis name was ***As stated in my complaint, some of my boxes did have water damage but the things inside were wrapped in garbage bags and did not get destroyedSo yes, there was some kind of moisture problem and this company needs to own up to their carelessness against handling a customer and their needsAn apology is not enoughI should have performed my researched on Eden's Moving prior to hiring them because now I have read there have been multiple complaints made
*** *** ***

Initial Business Response /* (1000, 6, 2015/11/03) */
With all the respect to Mr***, We have gathered some info from the driver and here is our findings!
When driver called the customer he told him that he is a bit late as he is going to get help from a local agent, the customer told him
not to mind about it and come straight over as he has his own guys that are willing to helpwhen arriving to the residence it appear that a tractor trailer cannot even fit in there and a shuttle service is neededSince customer refused to pay shuttle service and wanted to use his own pickup just to save the moneyThe driver agreed and actually saved the customer over a $just by doing that! it is true that we are still willing to pay back for labor time per labor rates of $per hour per person, the delivery took no more than hours! we are willing to reimburse Mr*** $per each person which is $in total we are at Edens moving services feel that we tried to assist the customer in saving money by using his own guys as he requested and now getting complaint about it after the fact! If customer would have said something at the day of the move at least we had the chance to revert and to bring our own people and do the shuttle service ourselves! but that of course would have cost more to customer!
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their statements are not all factual, but if they reimburse the amount stated to the credit card I will accept the response

I've attached the inventory we had for *** ***We did two separate inventories, one being the load going to Las Vegas, and the other one going to TemeculaWe delivered everything that she wanted to Vegas first, which was a fairly small load, and then went on to her delivery in California, which
was the bulk of her loadWe asked multiple times for the customer to send back photos of what was delivered to the wrong location, with no response from herWhen we finally got a response we let her know she would have to pay for the fuel surcharge and for the labor of our guys coming to move the things again basically, unless she could prove to us that we made a mistake (the pictures we requested from her)We were never informed about all of these missing items, just about the items that were delivered to the wrong locationWe can definitely send a claims form, so those damages can get taken care of, but we had no idea there were damages with this moveWe can look into these missing items as well now that we're aware of themThe only items that were mentioned as missing before were the vacuum and the ironing board, which we checked our warehouse here for that alsoAs far as we know, we followed our inventory lists and delivered everything where it needed to go

I'm sorry about the drop in communication, I'm not sure exactly what happened with thatWe did say we could make an exception to file your claim even though it was outside of the months typically allowed to file a claimI believe someone sent over a claims form but I'll go ahead and resend that
to you, you'll just need to fill it out and send it straight to Anthem claims, and they'll handle it from thereThey just ask for you to include some of your paperwork as well as pictures and descriptions of anything damaged, which the instructions will be on the form I'll send over to youWe would like to help you resolve this, so hopefully we can get this going here in the next few days to figure out some kind of resolution for you

***,As I explained to you in the voicemail I reached out to the claim service CSI and explained to them that we need to move forward with your claimFollowing
is the email I sent them after I spoke ith them on the phone:"Kristy,The damage at the delivery for our customer *** *** was reported to us and acknowledged with the customerOur delivery foreman should have noted the damage on the inventory sheets but failed to do soPlease move forward with processing the claim for the damage to the home. Thank you.Gary G*** " I reached out to CSI and asked them to move forward with your moveI explained that our mover should have noted on the paperwork the damages, and told CSI that we did indeed acknowledge the damages at deliveryThis has been cleared up and CSI is re-processing your claimPlease allow them some time to process this and reach back to you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have informed them in writing that this is agreeable as they believe filing a complaint with *** would not be productive. $is not nearly the amount we lost; however we will agree to it. The whole event could have been prevented had the driver sent another moving truck to pick it up instead of shipping it via *** incorrectly packed. I do not think this should ever be done without the client's permission and some communication from the movers. I hope they will correct this problem so it does not happen to someone else in the future
Sincerely,
*** ***

We reached out to the manager of the storage unit several times but never received a call backWe were told to check with the helpers per the client and all the helpers told us the same thing, that the driver behaved wellTensions and emotions were high and the helpers also informed us this seemed
to be the main reason for the issues facedWe have already offered a refund for their trouble but it was turned downWe recommended arbitration from there

Initial Business Response /* (1000, 6, 2015/11/24) */
We received a complaint from *** *** on she had three issues, the first was that she got notice hours before delivery and not hours , the second was that she had to provide certified funds and the third was that the
driver left most of her boxes in the guragewe immediately attempted to contact her via phone when that failed we sent her an email that we will investigate the matter.( addendum 1)
First we provided notice when her shipment left colorado and gave her a rough ETA and her reminding balance and let her know that the driver will contact the day before delivery, the driver did indeed provide notice the day before by her own admission
Second providing certified funds prior to delivery is an industry standard and she was notified of that when she was picked up and again when her things left colorado
Third she was not present at the delivery and the person she put in charge told the driver to leave most of the boxes down stairs do to the rain that was coming down at the time of the delivery, even though the driver did as instructed by the customers representative we offered to send our agent in Chicago to bring the boxes up and place them at her desired locations, we had all that set up for the next day, but over night she sent another email that she wants nothing to do with us (addendum 2), so we were left with no choice but to cancel
Even though we were not in the wrong we still tried to provide her with the best service
we think this case should be dismissed
addendum 1:
***
Thank you for your comments, we take it very seriously, give me some time to get a hold of the driver and see what happened on his side and I will get back to you by the end of the day
> On November 19, at 7:AM *** *** wrote:
>
>
> Hello I need someone to call me immediately reguarding my delivery yesterday
>
> I did not get a hour notice
>
> The guy advised me hours before that you only accept post office issued money orders and cash( being that I work till in a demanding job I could not just leave work to get in a new city where I have no idea where the closest post office isIn top of being a single parent of a two year old)
>
> I was advised they would be at my home at 9/am and I tried calling to get confirmed eta as that was up in the air because they actually advised they might be at my home the night beforeThey asked the latest that I would accept my deliverySo I called them 4-times day of to be able to leave work and accept the delivery and no answerSo they showed up at and of my boxes only brought upstairs to my living areaSeriously? I had the easiest load very little furniture and have never had a garage soNothing needed to be left there! They said it was because the boxes were wet because I packed them and didn't use 2ply and they didntvwant to make a messHad I been there I would have not let that happenI would if demanded they bring the 40boxes up the stairs
>
>
> They also broke some items you guys wraped for meThey are the most unprofessional team
>
>
> The team who moved me out of Denver was amazing and seriously should train these two lying good balls what being a professional is
>
>
> The person who was left accepting the order because the movers would not answer my calls is a mentally ill person who was just there just in case as I had a feeling
>
>
> Please call meXXX-XXX-XXXX *** ***
addendum 2:
Re: *** *** ** streamwood il '*** ***
From: *** ***
To:
"*** (***@edensmoving.com)"
Date:
XX-XX-XXXX XX:XX AM
***,
I will not need nyine to come move boxes as it has been completed as many items were needed to do every day living stuff
At this point I no longer desire to talk with anyone at Edens Moving and rest assured when I relocate again (something I've done times in the last years) I will not consider Edens Moving an option at all
You treated me as if I was in the wrong and never once apologizing for the unprofessional service but made an attempt to try to right things but in my opinion took it too far by sharing your employees lack of common danceWho pays to have of the boxes left in a garage because they 21st my boxes get "wet"I will contact the Revdex.com and file an complaint and review on yelp
I'm a pretty mello person, nothing truly bothers me, ever but how I felt after talking with youI felt you were defensive and unempatheticListening, apologizing making it right in both our eyes and thanking me for business is something I simply did not get from you
Your actually first words to meDiscribed my error vs showing me you understood where my confusion was"We don't gareantee hour notice just the day before"To point out to you had I been available that night you know hours after they called meThat technically was not even close to your policy
Dispointed former customer
Complaint Response Date bumped because: Holiday

Our employees informed the client on Saturday (when he called) that we could indeed supply full value protection on his move but because a manager was not available on the weekends, and we require one to sign off on this, we must wait until Monday to add itHe called several times the next day
(Sunday) as wellOnce again everyone he spoke to told him he could contact unpackt, check with a third-party insurer, or wait until Monday when management as in the officeWe told him several times we would be happy to add full value protection but that it must wait for Monday to do soWe are not sure what the main issue is here but we are sorry that management is not available on the weekendsThis client booked through a service unpackt and had no contact from Eden's prior to him calling and requesting full value protection He is no longer scheduled to be moved by us and we would like to dismiss this complaint as it seems a missunderstanding and he is not our customer

*** and the customer service manager *** are in contact regarding these issuesThe driver that caused all the problems is no longer with the company and moving forward *** is going to work hard to reach a resolution with the client

Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because:All the boxes arrived but all the stuff in the boxes were messed upHalf of our boxes was opened and someone went through them! On the pictures are the boxes the way they arriveThe movers came almost at night and was very in the hurry to bring everything in! They put almost all the boxes in our smallest room one on top of anotherWe didn't say that the shipping box was missing, we said that small Jewelry box that was in one of our shipping boxes is missingI'm sure 1000% that someone opened those boxes and went through them looking for something valuable! This particular box was cut and taped back together after the jewelry box was removed from there - Pictures included!!!!! We didn't want to disclose that we have 25,worth of jewelry and a passport in those shipping boxes because we were afraid that some one will open them and still itThe reason that we didn't take it with us is because we had to drive the car from *** to *** almost days on the road and get robbedStupid us that we thought that it would be safer to just send it with our furniture on a moving truckI worked years in the company that packs and ships boxes a lot, and I was packing and shipping 1000's of boxes every month for a living, so I know how to pack and ship boxes the way that they never get brokenAfter we received our boxes, half of them were opened and then taped back with their brown tapeHo bad do you have to treat a costumer's boxes that they all break???? Or they were just opened intentionally and then taped back??? The representative from Eden's in fact was very rude and did say "Prove it", so let's not lieOf course I went and filed a police report today since there is no help from this company! And please do not threaten me with legal action, I will not remove my review because the bottom line is that someone from this moving company took my wife's jewelry box from that shipping box and I will prove it!!!! I spoke with my attorneys, and I'm very ready to take it to court!!! I will pursue this matter until this box will be found or compensated! I worked hard to be able to give my wife all those jewelry gifts in over years, so it would be stolen from me by some shippers!!! The truth is on our side, and we will seek justice!
Sincerely,
*** ***

As we stated during the estimation process we are not a brokerThis customer has assumed we are, simply because we used a rented truck for her pick-upMany movers do this when they are experiencing high volumes of clienteleThe movers were correct in informing the client that her items would be
loaded, delivered to our warehouse, then being delivered to their final destinationWe do not send our picrews out of state to follow a job to destination, but instead send the driver with a crew for deliveryThis is standard practice for a moving company and we will be investigating if our movers did indeed say they would be the ones delivering the loadThis could simply be a misunderstanding.Just as with all jobs it is the client's responsibility to ensure their goods, especially the motorcycle, is covered by insuranceIf no insurance coverage is added to a job, we offer the limited liability required by law for moving companies which is 60cents per lbs per articleThis was discussed prior to booking and outlined on the contract, along with "Full Value Protection (Optional)" additional coverageSince we were limited to the liability coverage on this job, but understand the damages were higher, we offered to add and additional $to the claims offerAlthough by law we are only required to pay the $486.60, we have offered a total of $We feel this is fair, considering the client did not opt for additional coverage that was offered, or supply their own coverage from an outside insurer