E.E. Ward Moving & Storage

Review: We moved on August 27, 2013 from Columbus, Upper Arlington, OH to Mt. Pleasant, SC. We used EE Ward for packing, storage and the move out of state. During the packing process I complained to my move coordinator [redacted] about one of the packers who was not packing properly and missing items on the 1st day, on the 2nd day, the moving manager said that they are going to fire the respective person after this move. We had our items moved to storage for a month in Columbus, OH upon our move to Mt. Pleasant on September 23rd, the items were delivered however multiple items were missing. We signed off the boxes/itemized receipt as the movers would not leave without a signature. I notified the move coordinator that 2 bar stools are missing upon unpacking we realized that other items were missing as well. We received the stand for electric grill but not our grill, we have two lamp shades that do not have a stand. In addition, we are missing a grill brush, a bike pump, a step stool and tools.A claim adjuster came out and we filed claims with the company which is quiet a hideous process. I also contacted 3 claims representative via email. We contacted the company and requested compensation for the loss of the items. We also realized that all of these items were packed were the person who was supposedly was fired the next day. As we acknowledged complete delivery we are not compensated for these items even though we obviously did not receive the items. My question is how can I track 3 people packing to make sure, they are labeling everything accordingly and how can I verify if there is not itemization of the items packed. Where is the responsibility for the service? I am referred to arbitration and received 2 letters stating that they are not responsible for my items. There seems to be no liability to the company and we equate this to stealing as we had these items before we moved and now someone must have taken it and the company that charged more than $10,000 is not held accountable.Desired Settlement: Refund for missing/undelivered items: 2 Bar stools (items 280/281), [redacted] electric grill and 2 floor lamps and the remaining items listed above.

Business

Response:

The E.E. Ward team has reached out to the customer to identify and resolve any claims and related issues. We strive to provide excellent service and will continue to facilitate a satisfactory resolution for the customer.

Just completed a move from Ohio to Texas. Thanks to E. E. Ward, the move went very well. Our driver and all his moving team were very professional. They handled our belongings very carefully and everything showed up in great condition. Our moving coordinator, [redacted], was great to work with. She coached us through all the logistics and made the move go very well.
Very appreciative of all friends at E. E. Ward.

We used EE Ward to move our school. They made what could have been a chaotic, stressful experience very smooth. Although they encountered several roadblocks along the way moving in to a building that was very much still an active construction site, they remained professional and courteous. All items arrived without damage and actually earlier than the promised time. One day before the scheduled move I had to let them know that the 3 day move they had planned for had to be done in 2. They never blinked an eye and got it done.
I have personally moved more than a dozen times in the last 30 years and will tell you this was the most pleasant. I would recommend them 100%.

E.E. Ward moved my new wife's household into my home soon after our wedding. The relocation consultant and coordinators were very attentive to our special requests and accommodating to our schedules. The driver, Josh N[redacted], and his team provided the extra service of identifying the furniture and boxes to be delivered to our son and daughter's homes and delivering the rest to our new home. They delivered and set up the furniture in each home efficiently and promptly, especially considering that the homes were across town from the other. Nothing was lost or damaged - they did a terrific job and were professional and perfectly willing to be flexible as needed to make sure we were happy with the move. Thanks E.E. Ward for your great work. My wife and I would recommend you to anyone needing a moving company.

The team that showed up on moving day was amazing. I really felt that they had my family's (and our things) best interest at heart. They worked quickly while still moving my items with great care. Jesse, the team leader, went above and beyond to communicate all the details to me and truly put me at ease during an otherwise stressful time. My only hesitation in a 5 star rating is that the cost of my move was over estimated (which I completely understand) but a month later I'm still waiting for a refund. I would use E.E.Ward again for future moves- and request Jesse as the team lead everytime!!!

E.E. Ward is very processional and made my move process a breeze. Very organized, timely, and efficient.

I recently used E.E. Ward to move furnishings and some valuable artwork from my 16th floor hi-rise to my new home. At every step of the way their team was thoroughly professional, hard-working, communicative and courteous. Everything was packed or crated and arrived in perfect condition. I also had them move some office furnishings from my Grandview office to my home office. Best moving company I've ever used.

Review: This move was a the worst we have ever encountered. Numerous pieces of furniture were irrevocably broken, scratched, lost or otherwise damaged. At the conclusion of the move, the foreman of the moving crew did not want to review the bill and did not offer to adjust it for inaccurate time reporting and for the many items that had been damaged or lost. EE Ward management, which was supportive and timely in answering questions before the move, became instantly unresponsive to our concerns about seriously damaged items after the move and took an inordinate time to review our concerns. Ultimately they reimbursed us $96 for one damaged and one lost item and made no adjustment to the inflated cost of services.

During the move we observed the movers damage furniture by improperly lifting an antique barrister case, separating the sides and making it unstable and pulling a designer bench across the floor of the truck by the legs of the bench. Both times the movers said the furniture was junk or previously damaged. The movers never used shrink wrap nor even had a "parts box." When concern over damaged and/or missing items were raised with the movers who did the moving, we were told any damage was our fault.

After the move, EE Ward management never came to see the damaged items first-hand so the quality and extent of the damage could be appraised. Management also minimized the crew's lack of training and lack of care that resulted in a series of damaged items. Based on our pre-move interaction with EE Ward and with their reassurances, we purchased the minimum insurance. What a mistake!. In addition to the furniture being moved, carelessness by the movers resulted in damage on the move-in to the 130-year -old spiral staircase in our new home.

The actual hours recorded and charged by the movers were inflated. The workers' truck broke down on the first day, resulting in an hour of lost time. We expected to be credited $170 for this loss of time and were promised a credit of $170 but that has not been forwarded to us after almost three months post move.

The company made no effort to work with the customer and, after promising repairs and adjustments to the bill, has not taken steps to provide adjustments. The company has deprived us of repairs and compensation for the moving company's poor performance.

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We would like EE Ward to make us whole on this transaction.Desired Settlement: E.E. Ward should have dealt with this customer complaint in a prompt manner shortly after the move in August, 2014. At that time, promises were made verbally by E.E. Ward about a credit to the moving hourly charges and repair or replacement of missing and damaged items At about a month after the move, all discussions ended from E.E. Ward and customer phone calls and emails were not returned.

Although the time has past for the company to provide timely, courteous customer service, compensation for the items damaged or lost and adjustment to the hourly moving bill would be appropriate.

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Business

Response:

The team at E.E. Ward Moving & Storage approaches each move as an opportunity to provide a positive customer experience. Our customer did not have a positive move experience and what was experienced is not typical for our company. We have spoken with the customer and are currently addressing the service failures that occurred. To date, we have issued the requested credit and are addressing the other items listed.

This moving company did a very poor job at moving my families goods from [redacted] to [redacted]. Despite a four-month advance lead time, they did not assign an adequate crew to load our home and did not have a big enough truck. They had to keep goods in the garage for an extra day and promised to return the following day. The next morning, they notified me that they would not be able to complete the move in a timely manner. Only the threat of legal action got them to return to complete the loading process - which required my help. As they used too small a truck, they had to move our goods into a larger truck and numerous items were damaged and destroyed. Final delivery was five days later than the agreed upon date.

The movers from E.E. Ward were terrific. Arrived on time. Worked hard. Packed more in their truck than I thought possible...and then got it all unloaded safely. Used them for a local move after the sale of our home. I work in real estate and E.E. Ward is on our recommended vendor list. Glad I used them...and saved money over estimate from "people with trucks."

Review: EE Ward was on the University's list of recommended movers. The driver was to arrive between 9 & 10 AM but he arrived after 12. I made 3 calls to the agent, [redacted], to verify his whereabouts; she did not call me once. The driver brought TWO men and a 14 yr old boy to move furniture & antiques from what was originally a 4-BR, 2500 sq ft home. Did no one communicate to them? It took them till 12:50 A.M. to load! By then, the last of my stuff, including my $3500 sleep number bed, was just thrown on top of a heap of furniture, unwrapped. Is it even legal to have a 14 yr old on the job until that hour? Meanwhile, not a single call from [redacted]. to apologize. I tried to call but only got voicemail. In Cincinnati, some items were dropped off at a storage unit. A scratch on the surface of my dining table was pointed out to the driver. He said he would report it to [redacted]. [redacted] CALLED TO SAY THAT THE DRIVER HAD REPORTED DAMAGE AND THAT I WAS TO FILL OUT A CLAIM FORM. On the form I included a chest of drawers that was loose and my bed that had a leak. The claims were accepted. The bed took 6 wks to repair. Soon after the bed was fixed, I got a letter from [redacted] in claims, informing me that my claim was closed. She invoked the fine print about climatic conditions that ruined my drawers and stated that a written report should have been made re the dining table (remember [redacted] is the one that initiated the claims report following the call from the driver who reported the damage at the storage unit. I didn't even know at this point that my bed and drawers were damaged). Since receiving the letter, I have tried twice to contact [redacted]. but she ignores my emails. I would not recommend this company unless you have plenty of time to waste and dont mind very poor customer follow up. They did not keep their word on the repairs that they promised to make. I will be talking to HR at the university and recommending that they NOT recommend this agent to future faculty at the Univ.Desired Settlement: Perform repairs as promised.

Business

Response:

E.E. Ward strives for excellence in providing moving services to our customers. We have promptly responded to the concerns raised by the customer, and have arranged for the repairs to be completed. We will track the progress of this request until the customer is satisfied with the remedy.

Consumer

Response:

The business did contact me and has agreed to make repairs. However specifics and timelines have not been discussed yet. I trust that they will get back to me but in the interest of responding to you by the October 30th deadline I have had to select the 'I do not accept the response' option.

Business

Response:

One of the customer's repairs is being completed now, with the second piece to be picked up and repaired in December, as requested by the customer. The E.E. Ward mission is to provide our customers with an unmatched sense of comfort and security in relocating and storing their possessions. We take this pledge seriously, and will continue to follow-up with the parties to ensure that our customer is satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Recently relocated from Ohio to North Carolina using EE WARD/NAVL. Besides the competitive quote, the whole experience from the onsite estimate, my own personal relocation specialist and the professional packers, movers and truck driver - they made my move seamless and so very stress free. All of my belongings were packed and shipped carefully and their estimate was very detailed and easy to read - For anyone who's moved before - its a stressful experience and these guys really helped take that pressure off me and my relocation.