Real Movers Moving and Storage, Inc.

To whom it may concern, We have contacted the customer and are taking steps to resolve this manner with the customer. I hope we can come to a quick resolution. Best Regards, Joe P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
...


Due to their logistics error which I addressed from the start to avoid this, I had to pay an additional $735 dollars and they offered $250. This is their error and I received no communication from anyone within the company that they should reimburse me for the full amount of $735.
 
 
 
 
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Sincerely,
[redacted]

This issue has been resolved. Let me know if you have any questions. Best Regards, Joe P[redacted]

To whom it may concern, This issue has been resolved. The customer should be contacting you shortly to confirm. The customer was provided a refund of $700. The revised estimate did have some errors in correctly documenting the overages in the amount of $330. This incorrect documentation...

has since been corrected. In an effort to make amends and fully appease the customer, he was refunded an additional $370 due to the inconvenience of any mistakes made on our part. Documentation can be provided upon request. Best Regards

Dear [redacted], Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  I will be in contact with you in the to...

make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring again in the future.   Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, I highly appreciate your feedback as it will assist us in becoming better at what we do.  As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.   It’s my goal to retain you as a satisfied customer and will hope to serve you again in the future.  Thank you, Richard R[redacted] | Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I am happy to settle, deliver my stolen items and make a refund of at least part of my fees paid to your company and it will be resolved.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom it may concern,I am again at a loss of what to do to resolve this issue. The customer ag[redacted] to the extra cubic feet charges and signed a contract agreeing to these charges. The customer was presented any possible additional charges prior to any items even being loaded on the day of pick-up. We also provided almost 30% off of the total move along with some additional services in an attempt to appease the customer. While a worker was injured during the delivery process, our workers did try their best to expatiate the delivery process.In regards to any missing or broken items, that is out of our control after the contract has been closed and sent to claims. Again, I apologize that you are finding the process frustrating. I will reach out to the claims department and see if I can do anything make the process easier for you. I would like to remind you that our claims service is a third party service so we do not have control of their policies and procedures.Documentation can be provided upon request.I hope we can come to a quick resolution.Best Regards,Joe P[redacted]

To whom it may concern, I would really love to resolve this matter but I am at a loss at this point as to how to proceed. A form was signed by the customer and foreman prior to loading any furniture that did state that delivery can take up to 21 days from the first available date. I can provide a copy of this form upon your request. The insurance policies and procedures are the industry standard. The customer always has the option of purchasing a third party insurance. This is stated on the estimate that was originally signed to reserve the move providing ample time to read this information and find a third party insurance company if that was the option the customer preferred. Any potential delivery charges were also agreed to and signed for prior to loading any furniture. Many times these fees such as a long carry due to lack of ease of access from the truck to the residence can’t be anticipated until delivery. Richard Roger’s was terminated due to making promises he was not authorized to make so I apologize if this occurred. He did not have authority to make any promises such as paying for a hotel nor did he record these promises anywhere in our records. The flag on My Moving Reviews that you are referring to has since been removed and was due to competition successfully attempting to post multiple positive reviews on various sites. These positive reviews and the flag attached to them have been removed. I hope this helps you see where I am having a hard time justifying any reimbursement in addition to the amount that claims agrees to with the customer. Documentation can be provided upon request. Best Regards, Joe P[redacted]

Documentation can be provided upon request. I hope we can come to a quick resolution. Best Regards,          Joe P[redacted]

To whom it may concern, I sincerely apologize that [redacted] and [redacted] had a negative experience during their move with our company. Our policy is that any customer outside of a 50 mile radius of our office does waive their right to an in-home estimate. Under the circumstances that a customer is...

outside of this radius, we do try our very best to gather an accurate inventory over the phone. From my understanding, the customer was not present at the residence in mention to do a walkthrough of his inventory, leaving ample room for discrepancy. We reserved a limited amout of space on our truck based off of the inventory provided to our sales representative by [redacted]. Upon arrival to the pick-up location, our movers found that the customer had almost triple the inventory originally provided. We schedule multiple pick-ups to ensure that traveling so far outside of our normal radius is fiscally beneficial. Our movers only had reserved enough space on the truck for the original inventory. This is potentially where any confusion about the amount of space the customer’s items occupied may have occurred. In order to retrieve the remaining unexpected inventory, we had to reschedule a few other moves. We do maintain a very full calendar and Tampa is not a location we do pick-ups from on a daily basis, so was a few days before we could schedule a second move for [redacted] and [redacted]. Once we returned for the second pick-up, the remaining items occupied a full truck 26’ truck. We did also use an additional cargo van to ensure we had enough crew members and packing materials to expedite the process in our best attempt to appease the customer’s demanding schedule. In an additional attempt to appease any negative feelings the customer had in regards to the chaos of his pick-up, we did provide the shuttle at delivery for no additional charge despite the fact that the customer did sign and agree to the additional fees if a shuttle was needed. The delivery driver did receive a citation from the police for bringing his tractor- trailer into a prohibited area in an attempt to expedite the delivery to ensure the customer’s satisfaction. While it was a kind gesture on the driver’s part, we do not tolerate any of our employees not following the law and have seriously reprimanded this driver. I am glad that once the unloading began, the process was quick, despite only being able to have to workers unloading due to the broken ankle the driver incurred on site. I fully empathize with any damages to [redacted] and [redacted]’s sentimental items. The customer was offered, and subsequently chose to forego the Full (Replacement) Value Protection. Instead, opting to waive the Full (Replacement) Value Protection for the lower Released Value of 60-cents-per-pound Per Article. We recommend the customer immediately file a claim in order to seek a settlement for any loss and/or damages. Documentation can be provided upon request. I hope we can come to a quick resolution. Best Regards, Joe P[redacted]

Dear [redacted],This issue has been resolved. The customer should be contacting you shortly to remove this complaint.Please let me know if you have any questions. Best Regards,Joe P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Y...

Good Morning,A representative called me yesterday to inform me that she had GOOD news and BAD news.  Good News is that she did all of the paperwork properly and the BAD news is that the  $800.00 claim was denied and they still cannot find my three stolen tubs. She also asked me if there is another amount that we would be happy with.  I replied NO!This is certainly far from being RESOLVED!!! [redacted] 05/**/2017 our Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As stated previously, we have been in constant contact with this customer in an attempt to resolve this issue. We have addressed any mistakes on behalf of the company with the DOT. We came up with a settlement upon discussion with the DOT officer. The customer has refused this settlement and remained unwilling to compromise. In an attempt to resolve this issue, despite a lack of cooperation from the customer, we mailed a settlement check. While the customer is stating that they refuse this offer, the customer did cash this check. I would love to see this matter resolved but am at a loss at this point as to any further steps I can justify taking in an effort to appease this customer. Phone and bank records can be provided upon request documenting the communication and transfer of funds. Best Regards, Joe P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Although we were put up in a hotel (at our request), that did not help rectify the damage, loss of a [redacted] rental, lost wages, stress and lost sleep.  Our items are NOT all here.  Our 65" Samsung TV is MISSING.  We are STILL missing 21 boxes! The 2nd truck did finally arrive 8 days after the first delivery, and MANY things still missing.  2 broken bikes also.We have tried numerous times to contact the business;  email, phone calls, ALL have gone unanswered and he still says 'things are rectified and hope we come to a resolution'.  The resolution is they owe us for a $3,000 missing TV, and we were told the move would be $2100 (after Stephany Face Time and quoted that price).  We were then charged $3100. The lack of Customer Service, concern from ANY management to pick up the phone and call us is beyond understanding and very unprofessional.  NUMEROUS times we called and were on hold for more than an hour.  Patrice, the one in charge, lied and told Alice to tell me she would call back immediately and still NO call.  I wrote her 2 emails and still NO call.  My husband, James, has emailed also, with NOT one reply.  How can a company loose a 65" tv and not call to talk about this?  We held up our end of the bargain, paid the cash upfront, and still NO return calls, no management cares at all.  We gave our belongings, our personal property, with the understanding it is in good faith and they would take care of it.  So much abuse ~ every box damaged.  It is as if the belongings were thrown from one place to the next. Boxes upside down, mutilated, etc.  We have moved numerous times and NEVER seen such negligence.   It is as if we have been robbed ~ and we can't get passed this without something being done.  We deserve and expect compensation and a complete refund!  We received numerous calls prior to signing on with the company and now ~ nothing.  Not ONE call back.  This needs to be rectified immediately.  We will take this further to social media, the news and police departments.   We have contacted Federal Motor Carrier Safety Complaint and will continue until something is done.As I stated before in my first letter, the following is some of the list of items missing and/or broken:
 
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Dear [redacted],This issue has already been resolved. I have attached the Agreement between the customer and Real Movers. Thank you for your attention to this matter.Best Regards,[redacted]

Dear [redacted], I deeply apologize that you had such a hard time contacting and working with our Customer Service department. We are currently working on re-staffing and restructuring our Customer Service department to ensure that these issues cease immediately. I can assure you that the appropriate...

repercussions have been taken in regards to the issues you incurred. I am sorry for any confusion on the time frame for delivery. I was under the impression that this straight delivery had been discussed and approved by the customer. Usually we do offload items into our central warehouse to process the inventory prior to dispatch assigning the load to a delivery driver. The availability of an immediate delivery changed the process slightly from a standard delivery. Any adjustments in price were agreed to prior to any items being loaded along with a time stamped document to approve and agree to this revised price. I am not sure where any miscommunication could have occurred.    We regret that there was any misunderstanding in regards to whether or not our drivers were employees or contractors. Our movers and drivers are Independent Contractors. This means that while they are not employees of the company, all services rendered and materials used while the Contractor is working as an entity under our company are actually ours. This includes but is not limited to the truck, workers, and moving supplies used for your move. This does not mean that we do not take pride in who we allow to represent our company. I can assure you that severe repercussions have been made towards the employee who caused problems on the day of pick-up. We do create a specialized inventory for each move that does come with a matching label placed on the box. This does not always include a description of the items inside of the box unless specified by the customer. The glass packing for electronics involves a combination of multiple layers of protection, one of which is a custom fitted cardboard outer layer. Documentation can be provided upon request. I hope we can come to a quick resolution. Best Regards, Joe P[redacted]

Dear [redacted], Again, I am sorry for any at your pick-up. I am unsure how to justify any discounts for space that was occupied by your items. Any adjustments in price were agreed to prior to any items being loaded along with a time stamped document. If there was any confusion about the pricing or amount of space occupied by your items than the appropriate till to address these concerns would have been prior to signing and agreeing to these charges. Documentation can be provided upon request. I hope we can come to a quick resolution. Best Regards,          Joe P[redacted]

Dear [redacted], I sincerely apologize that you had a negative experience during your move with our company. I am so glad that you have now received all of your items. I empathize that you were without your items on the expected date of delivery. While I know a hotel isn’t the same as being at home...

with your own items, we did provide one to assist in easing the delayed delivery. I believe you have received the contact information to make an insurance claim in regards to your damaged goods. If you haven’t than please reach out and I would be glad to assist in making sure you have the needed information to file a claim. We regret that there was any misunderstanding in regards to the ownership of our trucks. Our movers and drivers are Independent Contractors. This means that while they are not employees of the company, all services rendered and materials used while the Contractor is working as an entity under our company are actually ours. This includes but is not limited to the truck, workers, and moving supplies used for your move. This does not mean that we do not take pride in who we allow to represent our company. All of our new movers begin their career with us by participating in a 40 hour training program and passing a certification exam before they are allowed on the field. So even if it is someone’s first moving job, that does not mean they are under qualified in any manner. I deeply apologize that you had such a hard time contacting and working with our Customer Service department. We are currently working on re-staffing and restructuring our Customer Service department to ensure that these issues cease immediately. I can assure you that the appropriate repercussions have been taken in regards to the issues you incurred. We do not tolerate ANY drinking during work hours. If the documents and pictures in your record include any proof at all of drinking on the job than please contact us immediately so we can take the appropriate measures. I hope we can come to a quick resolution. Best Regards, Joe P[redacted]

Thank you for your feedback. We are currently working with the consumer to resolve the issue.