Elite Moving & Storage Disrespectful, Lied to me, Items damaged, left furniture disassembled, overcharged me. Wilington Ohio

I initially spoke with Casey Stryker over the phone confirming the items that needed to be picked up, the cost ($275), the time (1pm) and the date (6-14-08) of my move; all of which was confirmed. On June 12, 2008 I received an email from Casey Stryker confirming our conversation.

On June 14, 2008 I spoke with a representative at Elite Moving around 12:30pm to make sure the movers were on schedule, I was told yes. At 1:30pm I hadn't seen nor heard from the movers so I called just to check their whereabouts. Again, I was told they should be there any time. It's now 2:30pm and still no movers so I call again and I get the same story but this time I ask for the movers # which I was not allowed to have and I gave the young lady another # I could be reached at. Shortly after that conversation I received a phone call from one of the movers explaining how they were running behind and should be at my place in about 45 minutes. 45 minutes has now gone by and still no movers. I called the movers back asking him what was going on and he said they had a big load and had to stop and eat and traffic was bad. I then asked the mover about how much longer he would be and this man had the nerve to say, to a paying customer who was given an "Exclusive Pick-Up" time, I'll get there when I get there and if you call me again I just won't show up at all. Ok yes, I'm upset now. To have been talked to like that is unacceptable and no one should have to deal with that kind of attitude.

At 5:30 the movers finally showed up (4 hours late!). They walked into my house, didn't say a word nor did they attempt to acknowledge me or my sister. Finally, I asked them what happens now. Larry just walks away and Roger follows right behind him. They come back to the living room and say to me "Do you have tools, we don't have any." I asked them how they were going to take the bedroom suits apart and their answer was "I don't know yet but we'll figure it out." So now Larry and Roger are on a mission to find tools which took them at least an hour of knocking on my neighbor's doors and borrowing from my landlord. In the midst of their unprofessional move, I found rolling papers in one of the bedrooms which now causes me even more concern. Maybe the reason they were acting so unprofessionally was because they were high??


Once they returned the borrowed tools, we were on our way to 707 Hooven Ave. Seeing as though they had NO tools, I had to go through my packed boxes in search of tools for your movers to use.

Being as unorganized as your movers are, they carelessly start removing items from the back of the moving truck and into my house. One of the bedroom suits is on the upper level. The first items taken upstairs were the mattresses which were thrown against the wall leaving a huge bump like appearance on the surface. The pieces to the bed were to follow. I went upstairs to check on them and while doing so noticed that the support bars in the middle of the bed were not screwed in at all and the screws were just thrown on the floor! I mentioned that to the movers and was told "we normally don't screw those in; you don't really need them anyway and we've never done that for any customer." I then said Was it screwed in when you took it apart and his reply was yes but we don't have the proper tools to put it back togetherso they walked out of the room and left the bed dis-assembled. I also noticed that there were huge, deep gouges all down the side of my bed as well as on top of the footboard. The dressers in the other room were put together but not properly. Screws are missing from these as well.

The second bedroom suit was to be taken downstairs, which it was, but they tried using the excuse that they didn't have the right tools to put it back together and left the dresser/mirror unassembled and left in plastic wrap.

When moving the computer desk into the house, they dropped it on the floor and scooted it across my hardwood floors.

Upon the end of their departure, Roger goes out to the porch and begins smoking cigarettes while Larry comes to me and asks me to initial on the "estimate/bill of lading" where it states that I have received all goods in the condition of pickup and I refused. Somehow though, there appears to be "initials" on that line, they are not mine. I began explaining to him that I was not satisfied with the move and Larry started laughing in my face and said it was my fault the job was not done correctly because I did not have tools and I made him go door to door asking to borrow tools that your movers should have had in the first place. At this point, yes I am upset and yes I did raise my voice with him but as my sister, mother and son are my witnesses, they will testify that I in no way shape or form behaved inappropriately towards Larry. Larry at this point tells me it's going to cost an additional $96 ($75 for the extra hour & $21 for fuel). I then tried explaining to him that it wasn't my fault it took them an extra hour because if they would have had tools in the first place they would have been finished in the 3 hour allotted time frame. When I questioned him about the $21 he said it was for fuel which is incorrect because I was told that fuel was included in the cost. How exactly did he come up with $21?

At this point I asked him to call his manager which he refused to do and told me I needed to be on Ritalin. I told him he was not getting my credit card and he said he'll sit right there in my living room until I do so and laughed again, in my face. At this point I am highly upset and do not want him in my home any longer. I gave him my credit card and after he took all of the information I asked him to leave my home which he did.

I called and left messages asking for someone, a manager preferably, to call me back on Monday. No such call came so I called and spoke to Casey who at first seemed to be somewhat concerned. She then started telling me that Elite Moving does not appreciate customers like me (keyword...customer). When I questioned what she meant by that she stated (per Larry), I was out of control and spit in his face. I was yelling so loudly and cursing at him..all of which is untrue as I have witnesses who seen and heard the whole situation starting from their arrival time.

Dave finally called me after I left 2 messages for him and again, I explained the situation. When I mentioned to Dave that I had pictures of the damage done he told me I didn't need them and could just throw them away. I won't be doing that! He then stated he would send out a claims form (which I received on 6/18/08) and that I needed to write a letter explaining the events of what happened on 6/14/08. I want to clarify that neither the claim form nor the envelope are professional or seem to be legitimate. The claim form is just an excel spreadsheet with no company information on it and it looks as if anyone could have made it. The envelope has no company information on it as well. One would think that a business whose main focus is on quality and service would be more professional when it comes to ALL of your paperwork. You're Order for Service and Estimate/Bill of lading seems to be professionalwhy not your claim forms and envelopes?

I have never in my life had to deal with such rudeness or carelessness. I, who has to work with customers on a daily basis, would never and I mean never speak to or treat a "customer" so poorly. Honestly, I wouldn't have a job if I did so!

Elite's representatives have made it clear that they does not honor customer satisfaction. It's a well known fact that no business can exist without customers and in this case, the manager should have gone out of his/her way to help me out instead of blaming me for your employee's attitudes.

I have pictures of the rolling papers found on the bedroom floor as well as pictures of the damage done to my furniture (including my mattress) and pictures of the furniture that was left unassembled. I also have witnesses who can verify that my statements are accurate and that there employees not only lied about me but were rude and careless.

Molly
Hamilton, Ohio
U.S.A.

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