Misleading Consumer About Moving Costs
Destination Movers were deceptive in their presentation of moving costs. On 6/17/08, I had spoken with the customer representative, Becky, about the total square footage of items to be moved. Although she had been professional up to this point, I was forced to call her repeatedly as she had made errors in the estimates. After an exchange of 4 emails, Becky had sent me a final price of $1236.90 for 248 sq feet of furniture. This was considered binding estimate. I agreed to this total and signed the computerized contract.
The movers came to my familys house on 6/21. I had already left for California at that time so that I would be present 5 days after the movers picked up the furniture. The movers told my brother (who was present at the house) that the total square footage was 350 rather than 248 feet after the items were already packed. The estimate did not seem accurate as the apartment in San Francisco was only 650 sq feet in size. The total ended up being $2129. This total included $384 for new packing for a total of 32 items. Only a mirror, 4 pictures, and a sofa had been repacked. Due to the fact that the furniture had already been loaded on the truck, my brother had little choice, but agree to the sum of $2129.
Our moving items were finally delivered on 7/26/08. While discussing the charges for delivery to San Francisco, Becky had told me during the initial booking that the first flight of stairs is free. Here is an excerpt from the electronic contract:
Stairs: The first flight of stairs will not be charged. Each additional flight will be charged at $75 per flight.
Upon delivery of the items in San Francisco, one of the movers, Renee asked for $225 to bring the items up from the first floor to our second floor apartment. When I objected, he agreed to carry our articles up for a discounted $150. He stated that a flight of stairs was considered to be 7 stairs. The apartment was considered to have four flights (the three steps leading into the apartment=1 flight; 14 steps=2 flights; flat landing=1 flight). I agreed to pay the $150 as Renee would not bring the items up to the apartment without this sum.
Misleading the Consumer About Time of Pickup and Delivery
Destination Movers told me that the delivery time would be 1-14 days during the month of June (a busy month per Becky). The contract sent by email and signed by me said1-21 business days. Here is the section of the contract for delivery cut and pasted into this letter:
1. Delivery schedule for the same regions are 1-14 business days.
2. Delivery schedule from the East Coast (from or to) the west coast are 1-21 Business Days.
3. Delivery schedule for all other regions are 1-14 business days.
All delivery times are from the earliest date that you are able to receive delivery.
On the day of pick-up in North Wales, PA, we were told that the movers would come by 10 am. They showed up at 730 pm. Our items were stored then placed in a storehouse, and Destination Movers failed to address any of consumers concerns from the period from when the furniture was picked up to when it was delivered. We were placed on hold for periods ranging from 10-45 minutes after calling the company about a date of delivery. Upon being asked for a supervisor, the consumer was again put on hold. The supervisors, Max or Ruben, would have different excuses such as the truck is broken, trust me, youll get your stuff, and you will get your stuff in 21 business days.
Destination Movers delivered our items five days past the 21-day delivery promise stated on our moving contract (picked up on 6/21 and delivered 7/26). The movers were scheduled to arrive at our apartment at 2:00 in the afternoon, but did not arrive until 8:00 p.m. The moving truck in which our items arrived was packed in a haphazard manner, with furniture and boxes thrown on top of each other (See attached photos).
Negligent and Unprofessional Care of Household Goods
Upon picking up the furniture items from the house in North Wales, PA, the movers failed to establish an inventory system. All boxes had my original labels, which I had provided myself. Some items were repacked and no labels were applied to the outside of these boxes. Consequently, the delivering movers on 7/26 spent 2 hours locating the items. One of the items, a framed picture that had been a family heirloom, was completely lost. I was called down to help them located my items buried within their truck of other peoples belongings piled haphazardly upon each other (please see attached photo). In their search for our furniture, the movers also caused significant damage to items belonging to other customers. At one point, one of the movers stepped upon and damaged the air conditioner belonging to another customer.
During the process of unloading and delivering our furniture to the San Francisco apartment, the movers damaged our front door and scratched our wood floor (please see attached pictures). In addition, they caused significant damage to our items and promised us that this was how we found it at the warehouse. These items were all in perfect condition when loaded into the moving van from our home in North Wales, PA . The following items were damaged:
1. Toshiba 19 inch television set this item was dented caught fire when it was plugged in.
2. Antique mirror cracked at top (please see attached photo)
3. Walnut chested drawers large chunk of wood chipped off from back (please see attached photo)
4. Cherry wood dresser bottom foundation cracked and ruptured delivered upside down (please see attached photograph).
There was one lost item, a picture frame. The promised to call us the next day, after they located the picture in their moving truck, but they have yet to contact us or return our missing picture.
The majority of movers with whom I have interacted have been Israeli. The movers have taken it upon themselves to make inappropriate comments to the consumer regarding the religion they have in common. Upon picking up items, they asked my brother whether he had been to Israel. When he said no, they replied, How come? Youre rich and this should be no problem with you. Upon delivery of the furniture, one of the movers, Renee asked me whether my fiance was Jewish or not. Please see above for unprofessional practices when calling about delivery times.
San Francisco, California