• Report: #942070

Complaint Review: Move Improve Relocation & Storage

  • Submitted: Sun, September 16, 2012
  • Updated: Sun, September 23, 2012

  • Reported By: Arizona United States of America
Move Improve Relocation & Storage
730 2nd st sw rochester, mn 55902 Coventry, Rhode Island United States of America

Move Improve Relocation & Storage Also in Rhode Island and Rochester MN Unprepared, Liars, Scam, and Significant Damages Coventry, Rhode Island

*Author of original report: Customer response to owner response

*REBUTTAL Owner of company: move improve

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The following is my experience moving with Move Improve Relocation & Storage. Based in MN/RI

[size=18][b]Problems with Move[/b][/size]
Didnt arrive on time pulled the job forward 1 day, they committed to arrive between 9 and 1 to avoid school getting out since we live in a cross walk area. They arrived at 3:30 exactly when school gets out.
o Company Response We said in the contract we could arrive anytime that day.

Worked till 12:30 am when we have an 8 month old infant and neighbors See worker issues
o Company Response - Well it was a big move

Didnt arrive with adequate truck space in accordance with our previous day phone call to clarify the inventory
o Company Response Well at least we got the job done that day

Because the truck didnt arrive on time the job foreman left the job site and took one employee for a couple hours to rent a second truck, and left no one clearly in charge. [continued below]....
..... Thean he left his license behind and the 2nd guy had to drive to/from the job site again.
o Company Response Well at least we got the job done that day

Employees for the job were smoking and drinking at the job site. We were moving out and staging our home and they left cigarette butts all over the property.
o Company Response - None

The movers arrived without tools to take apart the furniture which was in the contract, and they had no dollys to move our furniture. They borrowed our tools and our dolly to move the furniture.furniture.
o Company Response We would have bought tools if you didnt have them, but that would have made the job take longer for you.

Significant damage to all of our wood items including a custom bookcase we received as a wedding gift, new mattress, our recliner, and metal shelving units. Missing a part of our drum set. Still awaiting claim form. The guy we received our stuff from (new company) said we got off good as the previous customer of the same company lost a $10,000 table.
o Company Response We will send you our claim form, no apology

They moved the equipment in our home without the proper padding and/or people. Damaged walls, original solid wood floors, paint, and the above mentioned content. 
o Company Response Well you can file a claim form (I havent received this yet)

They quoted by weight originally and charged by space
 
[size=18][b]How the company misrepresented themselves[/b][/size]
Used the BBB rating of the Rhode Island Location to gain the legitimacy I required to pay for this move, but the address of the MN office.

Employee assured me they would arrive with a marked truck with their name, paperwork with their name, and possibly t-shirts. They arrived in a Penske rental truck with nothing identifying person as a company employee and no paperwork with company letterhead.
o Company Response - The driver on arrival laughed loudly when I said this was the case, then said not in the summer months due to it being busy.
o Company Response The driverThey called the company so they would email me his name and drivers license number to prove he worked for them.

Theirere website and the phone representative assured me they had professional movers that work specifically for Move Improve Relocation. The movers on site said they were hired locally on Craigs List and that they thought the job was a big mess. They were NOTnot professionals, in fact one of them carried a solid wood buffet down the stairs by himself damaging our home and the buffet. The movers were not professionals per their own admission.
o Company Response I assure you all of our drivers have background checks and drug screening. When I pressed them on the movers instead of drivers they didnt have a good answer. 

The DOT website says they only have one truck, but the lady on the phone told me they have lots of trucks. Since they didnt arrive with a truck that is hard to validate, but should be a red flag.

It took a manager 5 days to call me back after my move day
o Company Response They were all at a conference

The person who completed my contract and the person who handled my initial complaint no longer work for the company. 
o Company Response - Although regarding Natalie who did my original contract I heard from one person she didnt work their anymore, than I talked to a Natalie, and than also that she now works for dispatch. 

I contacted the dispatch number to get a claim form because the home office didn't respond. The driver gave me his personal email address, and indicated they were self insured. As I understand it that isn't the law. I found this info for their insurance on the DOT website.
o AUTO OWNERS INSURANCE COMPANY
? Attn: ATTN:HOME OFFICE COMMERCIAL AUTOMOBILE MGR.
? Address: P O BOX 30660
? LANSING, MI US 48909-8160
? Telephone: (517) 323 - 1200 Fax: (517) 323 - 8796
? Policy Number 08198592

This report was posted on Ripoff Report on 09/16/2012 03:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Move-Improve-Relocation-Storage/Coventry-Rhode-Island-/Move-Improve-Relocation-Storage-Also-in-Rhode-Island-and-Rochester-MN-Unprepared-Liars-942070. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Customer response to owner response

AUTHOR: Nelson1780 - (United States of America)

Here is the Customer rebuttal; it provides a solid example of how the company consistently failed to provide honest accurate information.

Owner customer ordered one truck and last minute ordered another truck that we got for them in the same day.

Customer The original estimate was based on an inventory where I selected items based on weight expectations. I later learned they would base delivery on space, and updated my inventory. I also had to added a few items. Our inventory update the day before increased the required trucks to 1750 sqft which required the second truck.

Owner -  job was completed in the same day with no damages.

Customer Not true. Damages were incurred to a shelving unit when the shelves were dropped and broken, and there were several dings in my hard wood floors and walls. I didnt watch each piece go on the truck nor did the Owner so he couldnt know that. Secondly the job ended after midnight which is not the same day technically.

Owner upon delivery customer received a refund of 400 for slight damage that was caused through the move.

Customer Not true. This contradicts the previous statement.  The refund was actually for $475 not $400. The reason for the refund was because of the size of the move warranting a larger discount. This discount was given prior to the delivery of my goods, and therefore the amount of damage couldnt be known, and a discount isnt really an acceptable means of addressing damage. I request a confirmation email of the discount for three days in a row and didnt receive it. The company reason was that the godaddy.com server issues prevented sending email.

Owner all of our employees that work for our company have a valid drivers license and a clean background check.

Customer I heard this several times. However the physical movers must be excluded from the term employees because they were hired from craigslist the day before which wouldnt have allowed for a complete background check.

Owner job was completed on time customer received all of the items

Customer 12:30am is hard to consider on time. There is no way for the owner to know we received all of our items, he subcontracted the delivery. We didn't receive all of our items. We are missing three items.

Owner  - we are fully licensed and insured up to 750,000 as requested by the dot. for any questions call 5074012567.

Customer When I contacted the owner regarding filing a claim, he provided his personal email address, yschlass@gmail.com. When I asked for the name of his insurance company and policy number he indicated he was self insured.
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#2 REBUTTAL Owner of company

move improve

AUTHOR: move improve - (United States of America)

customer ordered one truck and last minute ordered another truck that we got for them in the same day.
job was completed in the same day with no damages. upon delivery customer received a refund of 400 for slight damage that was caused through the move.
all of our employees that work for our company have a valid drivers license and a clean background check.
job was completed on time customer received all of the items.
we are fully licensed and insured up to 750,000 as requested by the dot.
for any questions call 5074012567.
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