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  • Report: #577440

Complaint Review: Ocean Moving and Storage

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  • Submitted: Wed, March 03, 2010
  • Updated: Mon, June 11, 2012

  • Reported By: kdw — Braselton Georgia United States of America
Ocean Moving and Storage
miami, pembroke, Florida United States of America

Ocean Moving and Storage This company kept my deposit after I wanted to cancel my schedule move because their phone was disconnected. I even enter my cancellation request within the necessary 72 hrs miami, pembroke, Florida

*REBUTTAL Owner of company: $500.00 Deposit complaint, /refunded 100%

*UPDATE Employee: 100% Refund Paid here

*REBUTTAL Owner of company: This is the same customer that put the second consumer comment on this report.

*REBUTTAL Owner of company: After performing an investigation on the case we decided to refund the customer the full amount. On 06/15/2010 the customer was credited $500.00 to his account.

*Consumer Comment: Seems to be a pattern with this company

*Consumer Comment: They kept my deposit also, seems to be a pttern

*REBUTTAL Owner of company: As per our contract, if a customer cancels WITHIN 3 days prior to the move date, the deposit is NOT refundable. We are NOT scammers, the customer signed for this when she booked the move with us.

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On 02/18/2010 at 6:18pm EST, I place an order for Binding and submitted a credit card deposit for moving from GA to CA on 03/05/2010.  On 03/01/2010, I contacted Ocean Moving and Storage to re-confirm that everything was on-track with my scheduled move date of 03/05/2010=I was unable to reach this organization on 03/01/2010 because their phone was disconnected.  Therefore, I felt like I had no choice but to schedule my move with another moving company because I was not certain whether this company was still in business after they took and accepted my deposit. 

Next, after I booked my move date with another moving company on 03/02/2010--I re-dialed Ocean Moving and Storage at 866-954-2326; one of the Rep's answered the phone-- I informed her that I wanted to cancel my move date of 03/05/2010--the rep wanted to know why I wanted to cancel--I informed her that on 03/01/2010 I called their phone number (866-956-2326) 15 times and received a disconnection notification on each attempt.  The rep informed me that I should have kept trying to reach them.  I informed her that it's her organization responsibility to keep a working phone and that I want to cancel and to receive my deposit ($349) back.  The rep informed me that they will not be able to give me my deposit back because I didn't give them 72 hr notice before the move date--I informed the rep that I did give ample time--I sent an email cancellation notification on 03/02/2010 at 5:18pm EST.  The rep transferred me to the owner=ITAI (owner).  The owner immediately became IRATE with me and said that he's not sure that I will get my $$ back and that he will let me know by 11am EST on 03/03/2010.  On 03/03/2010 at 10:41am EST, I received a voicemail from Itai (owner)--he informed me that I will not get my deposit back because they were not able to find a replacement for my scheduled move date 03/05/2010.

Lastly, it doesn't matter why this organization's phone was disconnected(moved or just didn't pay the bill) I should not have been punished because their phone was disconnected.

I hope that Ocean Moving and Storage doesn't get away with scamming other consumers out of the hard earned money.


This report was posted on Ripoff Report on 03/03/2010 01:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ocean-Moving-and-Storage/miami-pembroke-Florida-/Ocean-Moving-and-Storage-This-company-kept-my-deposit-after-I-wanted-to-cancel-my-schedu-577440. 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:
0Author 3Consumer 4Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

$500.00 Deposit complaint, /refunded 100%

AUTHOR: Sal - (United States of America)

This customer was got a $500.00  refund , we hall all the proof, call us for a copy. So this is a NON ccomplaint, Money back.  No harm No foul. Thanks

Sal.
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#2 UPDATE Employee

100% Refund Paid here

AUTHOR: Sal - (United States of America)

We paid this customer 100% of the deposit in full.We have all the paperwork including the credit paid to his credit card account. This is a non issue. We did the Right Thing. Refunded the Customer. Thank you. Sal.

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#3 REBUTTAL Owner of company

This is the same customer that put the second consumer comment on this report.

AUTHOR: Ocean Moving and Storage - (USA)

This customer put three different complaints on this website (look at the name - Brian, and the date - May 7). They are all regarding the same matter. We resolved the matter with him.

There is a big difference between the first customer that filed the original report and the second customer that posted the consumer comments.The first customer did not cancel within the time frame that is required (3 business days prior to her move) for her to get her deposit back. On the other hand, the second customer (Brian) was right and was therefore credited the full deposit amount.

This shows that we are not scammers, we are an honest company. When we are wrong we know to admit it and refund money to our customers. When we are right, and we have the documented proof signed by the customer, we don't process any refunds. 

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#4 REBUTTAL Owner of company

After performing an investigation on the case we decided to refund the customer the full amount. On 06/15/2010 the customer was credited $500.00 to his account.

AUTHOR: Ocean Moving and Storage - (USA)

The above consumer comment came from a customer that has already filed a complaint on this website (report #600963), we have filed a rebuttal to his complaint but since he repeated his complaint we will repeat our rebuttal. We don't want our customers to think that this is a different customer complaining for the same thing. We made a mistake with this one customer and we apologize for that. We refunded him the whole amount to his bank account.

We are not scammers, we are an honest company and we dont want to take money that doesnt belong to us. We want to be fair with our customers but on the other hand we need to get paid for our work.

The reason why we take a deposit is to prevent customers from scheduling a move and canceling last minute. At first, we thought that the customer was playing with his moving date just to avoid a cancellation fee and therefore, his request to receive his deposit was denied.  

Since the customer was clearly not satisfied with our decision, we forwarded his case to our customer service department for a deeper investigation. After investigating the case and going through all emails, forms and signed documents, we came to a conclusion that we were wrong and that the customer should be compensated.

On June 15th, 2010 a full refund in the amount of $500.00 was issued to the customer. We received confirmation from the customer that the amount was indeed credited to his account.

Moving is not an easy business; there are plenty of reasons to complain, but as long as a company can admit its mistakes and provides good customer service, these mistakes can be fixed and problems can be solved in a timely manner.

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#5 Consumer Comment

Seems to be a pattern with this company

AUTHOR: Brian - (United States of America)

See my ripoff report on 05/07/10. Does this company every return the deposit? Do they actually move anyone or do they just rip off people by keeping their dpeosits? This consumer's story and mine are very simlar. There seems to be a pttern here and seems that once they have your money they either move you or keep it. So the deposit is never refundable. Not to mention their deifination of three business days is disputable. When asked for proff the date was agreed aupon I have not been provided such proof. But yet they hold my money. I was even willing to give them $100 for their efforts but they want the whole thing. Just like the consumer in this report, I cancel within the terms of the contract. It does not state that I cannot change the dates at all. I have numerous emails stating my dates were tenantive. They just flat refuse to give your your money back and act as if you ripped them off somehow.
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#6 Consumer Comment

They kept my deposit also, seems to be a pttern

AUTHOR: Brian - (United States of America)

I started working with this company back in February for a move across the country from Atlanta to Laguna Niguel Ca. I have a pending job offer contingent up a security clearance. The security clearance can take up to a year but I fully expected it would be done in by around the April or May. I needed to know the costs involved etc..to plan such a large move. I contacted Ocean Moving in Storage for a quote along with several other companies. I sent the inventory list from when I moved to Georgia to them which has not changed at all to get prices. I did some research on the companies and narrowed it down to them based on price and the fact they actually had some reviews etc.. Although I beleve the good reveiws on here are posted from people from within the company.
I wanted to wait to set the dates but the sales person (Victor) told me I should go ahead and lock in the price before the prices go up in the spring. I agreed to a contract and then sent them a deposit of $500 on May 12th 2010. I made it extremely clear the dates were tentative in all of our correspondence and I even wrote "Apr 30 tentative" date on my Credit Card Authorization form. The date on the contract was April 1st, 2010 which as of the Mar 12th, 2010 when I gave them the deposit I already knew was not going to work and told them I told them to make the date April 30th, approximately as stated on my authorization form. They agreed and told me no problem.

All of a sudden I get a call on April 14th asking if they could change the move to Sunday April 18th. I didn't know what they were talking about or know where that date came from? I told them I'm not moving on Sunday and still don't have any viable dates. I also told them maybe I should cancel and I will get back to them when I have something more solid to work with. The sales person, Victor then told me if I cancel then they are not going to refund my deposit since it wasn't within 3 business days of the move. First the way I count it is Wednesday is 3 days prior to Sunday? Which he of course did not agree He said why don't you just extend again instead. So I did for an additional month which would have made the date the mddle of May. It is now pretty apparent that I may not be moving since I was promoted in my current location. I emailed them on 05/03 asking them to cancel the move and return my deposit. They stated that since I did not cancel with the three days of my original date they are not going to give me my deposit back.

I even went so far as to tell them when I was cancelling that I would be back in touch with them when I have actual dates and if I actually take the job. My deposit of $500 was over the minmal amount required of 15%, I gave more as an act of complete good faith, and so I would have a leesot balance due at the end. This company has spent minimal time and effort is setting this move up. I sent them the complete inventory and contacted them. I made it extremely clear from the beginning that I did not have confirmed dates. They assured me that I would get my deposit back as long as I adhered to the 3 business day policy, which I feel I did.

They are unreasonable in the fact that they are acting like I ripped them off. Quotes from the sales person emails " After review of the order my manager will not let me give your deposit back because you did cancel first with in our cancellation window last month and then I changed the date. I thought I would be able to save the deposit for you but my manager will not let me.", "My system shows you cancelled 2 days from the original date of move and signed our terms and conditions. I really wish I could help you with this but I have no other option." and "Well we do have an electronic signature from you as below for the date so you are wrong on this one. We do this so when we have disputes we have documents with your IP address and date and time so we dont loose money AND I BOLDED THE DATE FOR YOU.. Listed below is what you signed last month. We have everything in writing as a legit company. We dont scam any one and you can post what you want but all phone calls are recorded and ALL EMAILS are saved in the computer system." and lastly, "From the original date Brian not from when you switch it. We cant have customers try to scam us as a company. You tried to cancel 2 days prior to the original move date which we have the phone conversation recorded for our credit card companies."

Enough said, so this poor company needs to protect themselves from all us scammer consumers, Silly me. Not to mention there is no mention of any phone calls being recorded when speaking to them. So if they are recording peoples conversation without their knowledge it is illegal. Not to mention also that I have asked them to produce some sort of an agreement that shows the date the move was changed to the 04/18/10 date, which they have of course not provided. So they have no evidence to provide that I agreed up the date they were trying to move me. I extended and cancelled two weeks prior to the date I extended to and they are saying I didn't do so in time. No trucks ever came to my house or anything. They conveniently did not contact me prior to the supposed date until it was at or within the cancellation period and now I am the one trying to rip them off?

I even went so far as to offer them $100 of the $500 for their efforts which was refused even though the actual required deposit was only $360. Which they will not even refund the differance between the $500 and the 15%.

Nice, anybody want to do business with a company that treats someone like this? So watch out all you scamming consumers we sure wouldn't want these moving companies to be ripped off by us. Let me see all I did was try to use them, act in good faith, give them a larger than required deposit, and cancel a move that I might not be making, and it costs me $500. Usually the scammer comes out ahead somehow so I scammed them and it costs me $500? I must be the worst scammer in the world?

And by the way when they respond concerning my language and the fact I cussed them out, well that's probably the only thing they say that will be the truth. I'll be seeing them in court. I filed a complaint through the BBB. I am disputing the charge with my credit card company, and I will be posting this on every moving web site I can find. This is how stupid they are. If I cost them one customer they will have lost far more than the $500 they took from me for doing nothing.
 
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#7 REBUTTAL Owner of company

As per our contract, if a customer cancels WITHIN 3 days prior to the move date, the deposit is NOT refundable. We are NOT scammers, the customer signed for this when she booked the move with us.

AUTHOR: Ocean Moving and Storage - (United States of America)

The customer indeed booked her move with Ocean Moving and Storage on 02/18/2010 to be picked up on 03/05/2010. The customer paid a 15% deposit ($349) to lock her rate and signed an Order for Service to confirm that she had read and understood the terms and conditions of the Order for Service (we have the signed document as proof). On the terms and conditions, we specifically provide the customer with our cancelation policy: "If you cancel your move or if you change your moving date within 3 business days prior to the move (does NOT include the move date) your 15% deposit will not be refundable and will go towards your cancelation fee." 

As stated before, the customer was scheduled to move on 03/05/2010. As per our agreement, if the customer cancels 3 business days prior to the move date (on 03/04, on 03/03 or on 03/02) her deposit is not refundable. Since we received her cancelation in writing (we have documented proof) on 03/02/2010, her deposit automatically went towards cancelation fee. The customer even admitted in her own words on the title of the complaint that she had canceled within the 72 hours "I even enter my cancellation request within the necessary 72 hrs."  

As for the problem with our phone lines, we moved to a different location and therefore our phones were down for two hours but the customer could have used other means of communication such as email or through our website. We would be more than happy to call her back and explain the situation to her. We were not expected to contact the customer until a day prior to her move to confirm the move with her and therefore, we kept our part of the deal. We reserved a spot for her and she canceled without giving us the option to get other business. We do not have any other complaints against our company and we want to keep it that way. We are honest and upfront with all our customers, but if they don't follow our terms and conditions, by law we have the right to charge them.   

 

 

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