Trust Moving and Storage Reviews (%countItem)
Trust Moving and Storage Rating
Address: 1007 Chestnut St, Newton Upper Falls, Massachusetts, United States, 02464-1142
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We hired Trust Moving and Storage to move a studio's worth of items from downtown *** to ***. In the middle they were supposed to house things in storage.
On the pickup date they arrived ~3 hours late. The crew (who was bounced around from job site to job site all day) was exhausted and it took them ~4 hours to pack a studio apartment (taking breaks every 5-10 minutes). They didn't finish to well into the night. During the move it was clear they cut corners, and we constantly had to remind them to pack things properly. They also damaged flooring and walls that we had to repair before move out - so as to avoid the complex's fines.
For drop off - we scheduled the drop off two weeks before delivery. The week of the delivery my husband called to ask them to shift the time slightly to enable him to go to a doctors appointment.
It should be noted that this was only a request - and we were clear that if they couldn't make it happen that I would take off work to be there to greet them - I have sent them two emails and three text messages confirming I could be available during the original time. I also was very clear that I wanted them to properly communicate about the scheduling so that we did not have to push the delivery date beyond Friday.
They initially said that they would check their schedules and call *** to discuss scheduling but never did. I sent multiple follow up messages asking for them to communicate with us and they never did.
Then late the night before the day before the move, they sent us an email saying that they were cancelling the move - claiming the request to slightly shift the time to accommodate the doctors appointment constituted a request to reschedule the move. They ignored the fact that I could be there, they ignored that I specifically said I did not want the date pushed back or cancelled, they ignored the fact that they never bothered to call *** or I to discuss scheduling (despite asking for a call >4X times).
Appalled we called them to follow up and were met with a very rude *** who stated that they were 'overwhelming' busy and that shifting the time even a half hour to accommodate the doctor's appointment conflicted with the companies schedule. When I pointed out that I told him I could be there instead, he ignored that commentary and just extremely rudely repeated that the time was already cancelled.
*** is now refusing to provide any times for rescheduling; claiming that they are completely booked. We have clearly communicated that we are willing to look into times in December or January or to move doctor's appointments or work commitments to enable the move. Still they refuse to move any available times. I will note here that the initial move was scheduled at the height of the moving season in August - with less than 48 hours notice. The delivery date was scheduled two weeks in advance, but the company had a host of dates and times to choose from. These past experiences demonstrate that they company is rarely fully booked and these lies of being fully booked are due to another issue.
To this end, we highly suspect that the reason behind this behavior has nothing to do with the variation in scheduling. Instead he is using this as an excuse to cancel the move because we know that *** is aware of the fact that there is a series of insurance claims pending.
One set is from the damage to the complex from pick up. The was scratching to the floor and dents on the walls that we had to patch before move out.
Another- much more costly- is from the goods themselves. The reason for the high insurance on the move is that I have a set of gold plate china and gold infused glass goblets - as well as reasonably expensive furniture. During the move, I noticed that movers completely skipped packing two of the china boxes and then were stacking those boxes improperly in the truck. I called them out on it at the time. While very pretty- these are also very fragile pieces.
I highly suspect that *** knows that these items have been damaged and is trying to get out of the insurance claim. By refusing to deliver the order and encouraging us to use another company - the insurance claim will be invalidated and they will be off the hook.
Again, we have repetitively tried to reach out to them to reschedule the move - even allowing them to push the move date out to as far as December or January. They refuse to give us any available times - claiming that they are completely booked. It is clear to us they are trying to scam their insurance system and invalidate the insurance on the property.
First and foremost, I wish to express my deepest and most profound regret that your experience with us did not meet your expectations. As of now, we are one of the highest-rated movers in , and most of our clients are more than happy with the services they receive. It is unfortunate that you are not among them. Initially, you contacted us through *** - an online service that matches customers with local professionals. You requested to move your belongings from apartment in ***, store them for 2 weeks and move into your house. We confirmed our availability, offered a crew of 2 movers for moving a small 1-bedroom apartment (300 cu.ft.) and informed about an hourly rate for that day and our storage fees. You responded with a different address in ***, which made us rearrange our schedule and assign another crew for your request. We provided 2 quotes for your approval and confirmation: for pick-up and delivery. You confirmed the 1st quote by signing your agreement with the company's policies and submitting a deposit. The 2nd quote has never been confirmed on your side this way, as required for booking. Unfortunately, a customer whose request was scheduled before yours underestimated the size of his move, and it took much longer than had been estimated to complete it. Trapped in Sunday traffic, a moving crew came approximately 3 hours later than had been scheduled. Many times I sincerely apologized for this failure and can assure you now that I am incredibly sorry for this failure. It should never have happened. Conscious of our responsibility for the delay, we provided a 3rd mover to complete the job faster. According to the inventory, the crew loaded 107 items that took about 550 cu.ft. of space. The addition of a 3rd mover helped to complete the job in 2.5 hours, as stated in the Bill of Lading. In other words, movers loaded nearly double the estimated volume and finished their job 15 minutes later than the bottom of the time quote estimated for 300 cu.ft of load (2 hr 15 min - 3 hr 15 min). An additional $50 discount was provided, and a charge for packing supplies was waived to compensate for the inconvenience of the delay. You paid for moving your belongings to our storage almost one quarter less than the bottom of the initial estimate. We kept the 2nd quote open until the requested day. On this day, you received a notification email stating that your quote had expired and urging you to contact the office to negotiate a new date to guarantee you a spot in our schedule. On Aug 28th, one month after the move-out, you contacted us and requested delivery on Aug 31/Sep 1 - the busiest days for moving in *** when all the time slots are booked a month in advance. As you mentioned in the complaint, we found a way to adjust our schedule, offered you two nearest dates, and kept both time slots available for moving your belongings from storage to your new place. You used neither of these options to book this service. Your husband called us on Oct 24th and requested delivery on Nov 1st. We offered a 9:00 am - 10:00 movers arrival window, he agreed, and we scheduled this move on our side without taking a deposit required for booking an exact time. On Oct 30th, he called again requesting a different arrival time on Nov 1st. We responded that we would try to rearrange our schedule and asked you to confirm his authority to accept the goods to avoid the awkwardness of asking for proof of marriage. You refused to do so and asked us to "work around his doctors appointment to schedule a time that is convenient for him." Not having a possibility to reschedule the request and being unsure if a properly authorized person would be available to accept the goods, we canceled the request. We sent you a letter notifying about the cancelation and offered a solution that seemed beneficial for you. We waived a storage fee you owe and offered to pick up the load in storage located at a distance of 5 miles from your new place with the help of any other moving company. The waived amount is sufficient to cover delivery services provided by the majority of moving companies in *** and one-third higher than the last quote we offered you for your delivery request. I do apologize if I sounded rude explaining this on the phone the next morning. It was never my intention to offend you or show any disrespect, telling that there was no excuse other than a lack of resources at this time of year. Trust Moving and Storage takes seriously every case of damage caused by our movers. Fortunately, it happens incredibly rare. We obtained a confirmation that the building management did not send any written complaints in regards to your move, nor have been made aware of any damages or disturbances from this move. The request for moving services was completed with the delivery of the load to the company's storage, and the time period for claims stated in the company's policies had passed. Willing to address the issue, we extended the period and asked you to fill in with details and send us a property damage claim form, but did not receive it. Regarding your concerns about the current state of the goods, I can assure you that the company took proper care of your belongings during the pick-up and after. We recently inspected the load in the storage and did not find any visual traces of damage on the storing items, including 5 boxes with tableware you mentioned. Please be assured that you are entirely within your rights to inspect your belongings upon receiving at the storage facility and submit a claim to the company if something is damaged or missing.We have learned with regret that *** (the online service you used to contact us initially) took some actions against your account. We were notified that your initial request "was deleted because we detected something suspicious about this customer." If your unwillingness to accept our offer to pick up the goods in the storage arises from this, and you are unable to use *** to request a quote from moving companies any more, we definitely will be able to assist you with some recommendations.Best regards,***, PresidentTrust Moving and Storage.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 # ***. Please add your rejection comments below.
To Whom It May ConcernThere is some confusion as to the status of this complaint. This still needs to be opened.The business has still refused to deliver and release our goods. While I am glad they were able to respond politely to you our interactions with them have been very different and they are fraudulently misrepresenting the events that occurred. I will forward momentarily two time stamped emails showing that we were ready and able to accept the delivery at the confirmed time and that we have literally begged the company to deliver our belongings. They have extremely rudely refused. We are now having to file an insurance claim because they have refused to deliver them for a month - claiming falsely that they are “too busy”.Please help! We have not had any of our goods delivered for a month. I have already paid them everything owed to them and happy to pay for the remainder of the move - I do not want discounts I only want my goods delivered and this fraudulent company refuses to deliver them.
Regarding the complainant's response, it seems necessary to provide the following clarification. On Jul 28, 2019, under the Bill of Lading #*** Trust Moving and Storage carefully moved the complainant's belongings from then complainant's apartment to the company's storage, where they are now. Initially, the complainant requested to store the load for approximately 3 weeks. Since that date, the company has made several attempts to schedule the delivery, but each time the complainant notified the company that there was a need to reschedule it. As of now, the company does not have the necessary resources to schedule this delivery. The company is kindly asking the customer to pick up the belongings in storage in accordance with the previous correspondence.Finalizing the bill, the complainant signed under the following statement: "I have inspected my goods and premises, including but not limited to elevators, floors, and stairwells. There are no damages except as noted. The cab and the back of the truck are empty and the job is complete." A few months later, the complainant claimed that movers damaged the goods as well as walls and flooring in the apartment. Even though the claim period for this job was long over, being concerned about the company's reputation and dedicated to customer experience, the company prolonged this period and requested to fill out a property damage claim form to address the allegations. The complainant never submitted the completed form. In contrast, the company obtained a confirmation from the apartment building management that it had no information about any damages or other issues regarding this move.In a letter to the company, the complainant insisted on claiming all the load "lost or stolen" and demanded to file an insurance claim with the company for "lost" items. Despite the clarity on the location of goods, the company requested documents required to start this process. This request was also left unanswered. Instead, a complainant's insurer contacted the company and asked to provide some information regarding a lost property insurance claim submitted by the complainant. The insurer was surprised to learn that, in fact, the company was trying to issue the storing goods from a company's storage to the complainant who, in turn, did not want to pick them up. With regard to these actions, it seems necessary to provide the following explanations:Firstly, it is not correct to request reimbursement for the whole load, which, in fact, has not been lost and is available for pick up 7 days a week in a storage facility located in 5 miles away from the complainant's new residence. The complainant might submit a claim if, upon receipt of the goods in the storage, it appears that some inventory items are actually missing. Secondly, the procedure requires a customer to submit a claim with the carrier first if some inventory articles appear to be broken, damaged, or lost.Sincerely,***, President.Trust Moving and Storage Inc
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 # ***. Please add your rejection comments below. The company has refused for two months to deliver the goods and have made it impossible to safety retrieve them. If the company will deliver the goods, we are available to accept them at any point in time. Our only request is for Trust Moving and Storage to provide a date and time of delivery through this forum, through the police or our insurance agent.However, again the company has refused to deliver them to date or to provide ANY available times for delivery. As in this message - we have repetitively told them we can accept the goods at ANY point in time and yet they have refused to provide a single delivery date.We have in fact been forced to take legal action through the police and our insurance company because the company refuses to deliver the goods safety. However, if they simply provided a delivery date, we would be happy to drop the claims. We only again ask for a confirmed delivery date.
[If you are rejecting the business's response please enter your rejection comments here. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Regards