NS Pawliuk & Son Contracting Ltd

[redacted], Thank you for taking the time and file this complaint on the Revdex.com. We completely disagree with your statement. Your statement is incorrect and does not contain truthful information. At time of booking the arrangement you had with Xpress Movers was for your items to come into storage. On...

or about July 10-12th you contacted the office requesting delivery on or about July 14-15th. With 2-3 days notice moving cross country is not enough time. At time of booking you were advised that we need more than few days notice for delivery, considering the mileage. Your items were delivered on July 28th. There was no such delay of 20 days as you are saying. By your contract, Xpress Movers has 21 business days to deliver your goods from the first available date for delivery. Please refer to your contract. You had multiple conversations with [redacted], and [redacted] explaining you when our next truck is scheduled for IL. [redacted] confirmed that in one of the conversation with you, you did explain to you that we need more than 2-3 day notice for over 1000 miles moving.   At time of the visual estimate, items in closets were not shown to the estimator. along with other items. Your initial estimate was based on 92 items, and movers have picked up 119 items, an increase of 27 items. Your pick up did not have a delay. Movers did arrive at your residence on or about 9-10 am. Items that were disassembled were re assembled back the way there were at origin. Shall you have had different requests upon delivery, you were more than welcomed to advice the movers. Including in the complaint the reassembly on your furniture almost a month after you took the delivery seems a little bit odd to us. If there was an issue you could have called the office immediately. The estimate form sent to you clearly stated that this is just an estimate. An exact price can not be given. The visual estimate, along with the phone estimate is to give the customer a sense of pricing, so that the consumer can budget accordingly. We notify all of our customers in writing and verbally to keep in mind that the price is estimate only. Your total estimated price was $3450, and your final price came to $4961. Also you were not charged for storage of $300, but just for labor for loading and offloading, as per your contract. That seems very unappreciated on your end. Xpress Movers has fulfilled its contract in the best possible way given the circumstances. None of your items were damaged, and all of your items were received in satisfactory condition.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Like you stated, if the weight increases, I will be changed $0.50cents/lbs, I am not denying that, however like I mentioned in the original complain, your company has failed to provide proper documentations proving that the weight with my items was over. At the time of the booking, I was told by the agents all of them that I will be provided with weight slips of empty truck and then with my items on it. I have yet to see this, also are you denying that there were other items on the tuck along with my items and a lot of it too. When and where did the guys weight the truck? Were other items taken off the truck before the guys weight my items? Also, according to the contract, the flat rate included 2500lbs, the weight slip I was sent was for 21,320 lbs. and 18,220 lbs., the weight, date, time and place where this was done does not match with what I was told the truck was at with the guys. It’s not adding up. Can you provide proper proof of where this excess weight of 810 lbs came from? One of the weight slip you send as proof is from 11-28-2017. We didn’t have a contract at that time, you didn’t have my items, so why send a wrong slip claiming its mine. I had asked for clarification from [redacted] on Feb 7th, I have yet to hear back from her, I did give her a month to reply with proper documents. That is the one of the issue!!! No, he did not explain to me that if they as in your own company chooses to use your company’s boxes, after they have already picked up the items from the destination and loaded the truck I will be changed for it. If they felt that some things needed to be re-packed or protected, they should have communicated that with me at the time they picked up and loaded the items in the truck. They had no problem or complain when they loaded items on the truck. Also, can you truly say that you guys used 4 rolls of tape, which I was charged for a few boxes the company used? If you wanted to protect some items, why not use your blanket to protect it with which you offered for free and would have better protected the items but rather choose to use the boxes, which you charge for?! More importantly, why fill in the contract after I have signed stating that no additional items of your company were used?! That’s fraud! Once a customer signs the paper acknowledging what they have signed, you cannot fill in the contract after the fact. It doesn’t work like that!!!! And if you guys this is proper practice well, Revdex.com can decide what they want to do! Why say I agreed to it, when I didn’t even know your guys decided to do it. When I spoke to [redacted] about this, he did mention, they themselves decided to do that because they felt the need. Also, your foreman did not explain every page like you are suggesting, they said just initial on every page, it’s a formality, he just wanted my initials on all pages to be done with it. Thank god I took pictures of after I signed, at least I have proof now. Regarding the delivery date, like I have already mentioned, I raised that issue with [redacted], who explained to me that those estimated range of dates had to be given due to traffic and weather, not when you forget to schedule the delivery in the first place and say we are all booked until 3 days after the delivery date. I didn’t get the delivery on the date which was agreed upon because the company fail to schedule it in, it was a logistic issue, not a weather or traffic. And last minute demands that the items have be delivered that day! Are you okay as a company with your delivery guys threaten your customer that they won’t have their items delivered if we don’t make last minute arrangements, literally last minute? Like I mentioned in my original complain, the issue with the payment was raise and mentioned by me to [redacted] when he called on Saturday night telling me that the guys needed to deliver the same night or next morning. I was very clear that your company would not get the payment until Monday as it was already Saturday night and we wouldn’t get hold of the company who is paying for the move. Also, it was third party who paid for the move, it is not my company, please get your information straight. I said if YOU HAVE the authorization from the company who is paying for it to go ahead, which [redacted] did not have authorization to be clear. You were able to deliver on 28th because, last minute, literally last minute at night I had to make arrangements without any notice for someone to be at the site so your delivery guys can pick up items early in the morning. Please read the complaint properly and don’t make comments like “sorry that we wanted to make sure that you are ready for your delivery”. I did not complain about [redacted] reaching out to confirm if I was ready for the delivery, I was merely stated what happened. I appreciated that he reached out and expected that my delivery would be on the date it was promised as he seemed on top of things. Yes, pick up did happened on the date, however point was it didn’t go smoothly, required a lot of texting and calling back and forth to figure out what was going on….first it was between 8 to 11, then it was will be there soon then it turn into 12 to 2 then stop receiving calls and finally showed up after 3:30 PM. Thank you for inquiring if we have driven in New York, the answer is yes we have, and we know traffic!!! If you knew you would be driving in New York, as from the sound of it you know that there will be traffic, why not leave accordingly and let the client know in advance. How was I given an early morning time and then not show up till late afternoon. Again, logistics and lack of communication. Happy to send you a copy of the e-mail if you like, it’s simply a web address and no other support was provided. I am still waiting for your office for clarification. Like I mentioned it’s been exactly a month before I finally decided to act. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Thank you for your response.It will be an eye opener for me to know why you think I will file a complaint with misleading & wrong information.   Who is misleading who?1) Look at my e-mails to you or the complaint trail or our exchanges here in Revdex.com. I have always said that I called you on "08-Jul-2016" , and e-mailed you as well, to ask you to deliver my goods. You chose another date (13/14-Jul-2016) completely out-of-context to say that you delivered in 2 weeks since the time I notified you the 1st time. When did I notify you the 1st time to deliver my goods? It was on 08-Jul and not 13/14-Jul.2) I did not hide stuff or prevent your Moving Specialist from looking anywhere in my apartment. I did not purchase or add any new stuff in my apartment since the time your Moving specialist did the visual inspection. I did not tell your Moving Specialist to ignore certain items but later told the movers to pick those as well. The major issue I have with your Moving service, over and above anything else, is that your estimates are totally and completely unreliable for budgeting. I have not said that I expected 100% accuracy. That can never happen. I understand. What you have not said is, what is your acceptable margin of error, in percentage terms,   between your initial estimate and final actual charges? Do you have any boundaries? or you completely put the blame on the customer on anything and everything in case they dare to complain, like me, and everything you do / did is right and acceptable and with no mistakes whatsoever.3) You have also repeatedly been stating that ..."Your items were delivered in the condition they were picked up and without any damage.". Did I tell you so? Did you unpack all of the boxes to know if they were delivered in the condition they were picked up?    I chose not to get into this aspect. I consider this minor in comparison to the 'initial cost estimation' blunder.
Regards,
[redacted]

Dear [redacted], Thank you for taking the time to posting this negative complaint. In regarda to your statements we will have to disagree with you for the following and address the correct information according to your contract: - Your items were never picked up on December 19th. They...

were picked up on December 23rd, right before Christmas. Initially you requested the items picked on December 24th, which is Christmas Eve. - No one of our representatives confirm such thing, due to the nature of the business. We strive to protect all of our customers belongings by wrapping them, but there is no such guarantee that an item may break. It is unfortunate that this happened to you.- When a load gets out, the free space is being taken by another load. Thus the reason for us taking about a month to try and locate the box, you notified us that may be missing. - On February 10th, an e-mail was sent to you in regards on how to file claim for damages. - On April 4th you finally completed the claim form and mailed it to vendor, Xpress Movers uses for processing claims. - On or about June 6-8th, Xpress Movers was contacted to send over a copy of your contract and inventory sheet. - Processing claims can take up to 90 days from the day the from was received, as stated on the form and instructions. - Upon delivery it is the customer responsibility to check on all items while being offloaded. - Prior to reserving the move, an estimate form was sent out to you that lists your insurance options. The amount requested by you cannot be processed, due your coverage selected. Please refer to your contract, and the attached files. - Delivery dates are mere estimate. Realistically in Holiday season, delivery may even take longer. As per your contract and the terms and conditions (also attached), delivery can take up to 21 business days. Your contract states "1st date avail. for delivery". That does not guarantee any delivery dates. A representative went over with you in regards expedited delivery and many other services that Xpress Movers provides. On a good will, Xpress Movers is willing to offer you a compensation of $100. We do understand you are upset, but we never make promises that we cannot keep. We have gone above and beyond to get your items to you the fastest we can, given the holiday season of Christmas and New Year. We are also entitled to have some family time around the holidays!

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
In spite of the vehemence of Xpress Mover's reply, I still do not have a date on which I can expect to receive my goods.  That was the original complaint and it still exists.If a final invoice exists, please arrange to email it to me as I do not have one.  I have not had contact with [redacted] from 6/19 to 7/6, in spite of attempts to have conversations with her.  While it is true that I had several conversations with [redacted], I do not consider his responses which tell me that [redacted] makes up the schedule, that he would tell her that I called, and leave her messages that I called.  There was no response from [redacted] during the week of 6/29; I spoke with [redacted] on 7/6 when I called her.  As I recall the conversation, I was told that the delay was going to be at least two weeks because of Xpress Mover's trucking issues, that she couldn't give me any date, but she would call me a few days before delivery was to be made.I have attached the paperwork I was given by the driver - please note that the delivery dates on the top of the page state 6/24-7/7.As I see it, Xpress Mover's has three action items to satisfy me as a customer.  The first is to provide a resend of the email with my final invoice, as I earlier stated, I have not seen it.  The second is to provide me a date on which I will receive my goods. The third to then deliver the goods, intact and complete, on that date.  Anything less than those three things will keep this complaint open.
Regards,
[redacted]

Hello [redacted], We apologize about the experience you had using our services. We have to strongly disagree with your statement and false accusations. Prior to reservation you with spoke with [redacted], and at a later time you spoke with [redacted] and [redacted]. Prior to reserving your move,...

[redacted] explained to you everything about the move and sent you an estimate stating if the weight increases you will be charged $0.50/lbs for the excess weight. The estimate also explained to you what other charges may incur. You have made calls to our office for questions related to the move and all that was explained to you.  At time of arrival the foreman has explained to you every page of the paperwork and as of the packing charges he pointed out to you the cost of the materials, as you were already explained that if we use any packing materials they will be at additional costs. Your accusations are not truthful and false. They are also on a personal level and very hurtful! And that is simply wrong! Your delivery window was for January 25th - February 1st. And yes those are estimated dates. Regardless of that we managed to deliver within that window - we delivered on the 28th. Also per your contract it clearly states that balance due must be paid prior to offloading with cash or money order. Your company was paying for the move and you did in fact authorize [redacted] to process your company card for the final payment. Everything that you have requested has been provided to you. The fact that you got few calls confirming your delivery window is great! We are so sorry that we wanted to make sure that you are ready for your delivery. We have never had anyone complaining for getting a call to make sure client is ready for delivery.  Your pick up was scheduled on December 19th and it happened on that day. We are not sure if you have ever driven in New York, but yes traffic is a real thing in New York and we have delays we have no control over. Any moving company out there will provide you with a range for the pick up and delivery dates. We apologize for the damages you have contacted us for. Instructions were sent to you on how to file for damages. There is a process for that and it is explained on the instructions of the actual form and website you were given. We have done everything you asked us to do. As much as we try to avoid damages, it does happen sometimes and it is unfortunate that is has happened to you. Even after the move was completed you spoke with our office addressing the issues. We have tried to resolve that for you.

Dear [redacted],We do apologize about the service you have received. What the driver have told you is simply unacceptable and unprofessional. Xpress Movers is a company that is proud with its reputation and your complaint has made us feel terribly sorry about the delivery service you have received. When...

you talked with our office manager, you were explained the difficult situation we are experiencing and the alternative resolution we have found for you - getting your households delivery by one of our sister companies. In a difficult situations like this we keep striving to provide the best service we can, despite the fact that we are very limited with the control of another company's driver. We do apologize that you drove twice to your [redacted] residence to meet the driver. Regardless if it  is our driver or not, each customer receives a 24 hours call with an approximate time of arrival. Your initial delivery was originally scheduled towards the end of June and as you stated you wanted delivery the beginning of July. We did confirm with you that the truck will be in [redacted], SC after the 4th of July weekend. All of our delivery windows are estimates and as much as we strive to meet them sometimes unexpected events happen that we do not have control over. Your contract states that we are allowed 21 business days for delivery from the fist available delivery date stated on the contract. The discounted amount you have requested seems too high. We will review the situation and will get back to you with the resolution. Once again, please accept our sincere apology!Tell us why here...

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
I dont know of electrical damage that you are mentioning. My TV screen was shattered. The screen and not some eletrical component. And I have picture proof of these things. And also, the comment about your employee not supposed to be working here came from one of your eployee too. It would be good to have to someone check on the paperworks of the worker that moved my things but I do not have the time to pursue this right now. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I am not confused at all, the number of tagged items per your pick up sheet were not delivered.  Your written description is wrong per the driver, I was told to count and verify that all tags were accounted for which was done at pick up.  I have sent you a list of the missing tagged boxes/bins/items .... your written description was incorrect per the driver as he stopped writing items down and advised that the total tags were what I needed to be concerned with.  I have finished unpacking, sent a list of missing items and other than being told to fill out a claim form there has been no update on my items and where they may be.  I have no signed receipt of delivery, my delivery date range was on my pick up sheet, not verbal .... I would like some kind of update on the location of my items and when they may be delivered.  I have emailed several times and am told they are checking, it has been 15 days .... Also, on delivery the driver inadvertently gave me another persons item - red tag not yellow like mine - I had him remove as it was not mine - I am sure mine were delivered to someone else in error - and would like to know what efforts have been made to find them.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. There has never been any agreement with the company about the written inventory.  I verified the yellow tagged items - which I was told was the proper amount of items - as in boxes, mattresses, tv etc when my items were loaded.  The written description has never been correct, I only had 7 paintings, not 10, one large mirror, no small mirror.  The day of delivery, instead of resolving the discrepancy the driver and helper left and would not remain to take the inventory of missing item numbers.  The company has accused me many times of agreeing with them when I have not.  I have additional emails and pictures that I am unable to upload, if you provide an email address I can send them to you to further substantiate my claim.I am missing so much at this point and the company has done nothing to locate or deliver.Again, I was able to confirm and verify the yellow tags when they were picked up at my location for deliver, several were missing upon delivery to my new location and the company did nothing to resolve, and would not resolve that day, instead again they left my premises without a signature from me, nor would they supply a copy - I have cell picture with my notes if I can email to you.I would like my items ASAP or some kind of resolution, they took full payment and athat was where they seemed to end their service, not caring if anything was missing
Regards,
[redacted]