First Call Movers False Representation -Claim of Ability to Transport Cargo Container / False Representation - Claim they would provide a Bill of Lading as the Final Contract with Insurance Policy to Cover Replacement of Contents in the Event of an Accident or Theft / Flase Representation - Immediately Took Credit Card Funds and Never Provided a Bill of Lading (Contract) and Never Planned on Moving our Cargo Container Fort Lauderdale Florida

For whatever it's worth, I experienced nearly exactly the same situation as the consumer reports in this chain.  It is clear that many others have too, based on the atrocious consumer compliants filed with BBB & other complaint sites. First Call seems to continuously fall back on the response that the consumer "didn't read their contract" but what is most offensive is that, at least in my case, the sales person actually pursuaded me into reading the terms of the "Binding Estimate" while he was on the phone (so he could "talk me through any potential concerns").  As I began to inquire about each clause within the estimate that was completely contradictory with what he was verbally promising, the agent compellingly presented reasons why I should 'ignore them'.

The crux of the scam in my own experience was that the Agent had creatively and kindly designed a special solution "just for me" by essentially acting as Carrier (using their own straight truck to pick up and drop off directly, cutting out the middle man).  What's most clever about this lie is that, if you fall for it, every other lie hangs perfectly off of it and all of the terms of the Binding Estimate are perfectly explained away.  E.g. Disclaimer that First Call is a broker NOT AN AGENT is explained as a generic clause inserted by First Call lawyers because "in most cases that is true but not in yours... for you, we're doing something special". Ref. Disclaimer that deliveries may take 14-21 days is explained as "again, that is generally true except in your case, because as I mentioned before, for you, we are using our own straight truck".  Ref. Disclaimer that additional "Shuttle fees" may apply, the again responded "right, that is normally the case in your city but again, in this particular case it doesn't matter because we're using the straight truck".  Ref. Disclaimer that First Call is not liable for insurance because they're not the carrier, the broker responded "right, that is generally true but, again, in this case we ARE liable, because as I said, we ARE acting as carrier in your case".  Ref. Disclaimer that the actual price on the day of pick up may change if the inventory changes, the broker responded "don't worry, that is only true with respect to your FURNITURE pieces, not your moving boxes. Unless you add a piano or an armoire, the small items won't change your inventory... besides, you are paying for a full pack and I can assure you, I've given you more boxes than you'll need".  Without boring you further, nearly 100% of what I was verbally assured contradicted the contract outright and was completely false in the end.  

The sales guy disappeared after collecting my deposit.  The customer service reps denied even knowing who he was and pretended to be empathetic but refused to return my deposit.  Long story short- my move arrived more than 1 week after the so called 'guaranteed date', I paid over $1000 more than the 'binding estimate', I was passed from one rep to the next (each apologetic but completely incapable to do anything about anything).

Most terrible experience I've ever had with any third party EVER. 

Unfortunately, the client did not understand the points we made in our discussion with her.  For example, the client alleges we "admitted that the company that they choose to provide transportation for our container misrepresented their ability to provide transport of a cargo container".  That is incorrect.  We informed the client that the moving company that actively accepted the job misunderstood the services requested at which point we immediately made arrangements for the transportation to be provided by a different moving company that was capable of transporting the client's container.  At no point was any intentional misrepresentation made and there was certainly no admission of wrongdoing on the part of First Call Movers.  It is unclear why the client would make such wild, baseless allegations.

The client also incorrectly states "we still have not received a full refund from this company to date".  According to our records, on May 22 at 1:02pm we processed the full refund back to the client's card used for payment.

The client also alleges "we had no idea they were not the actual moving company".  That comment is an admission by the client that she failed to read the estimate agreement which clearly discloses our role as a moving broker (in bold print!).

The client also states "We never claimed that this company charged our credit card without authorization".  In her original complaint, the client alleged "our credit card was hit for $2480, more than 30 days before our scheduled pick-up date and with no actual contract in place".  By stating "with no actual contract in place", the client was clearly alleging that no contract had been entered into authorizing us to charge her credit card.  The client is again incorrect.  As explained in our initial response, "The client had signed not only an estimate agreement but also a credit card authorization form specifically authorizing us to charge her credit card for the deposit.  There is no basis whatsoever for the client to allege or imply that her card was charged without her authorization."

We are proud to have fully complied with the terms of our agreement with the client and we apologize that her experience has left her with such bitter resolve.

We are going to respond to each statement made by this company in its rebuttal, not because we want to give them one more moment of our time, but because we want them to know that they make our point for us.  It is obvious that they do not understand what customer service is all about, nor do they understand ethics in business. Eventually, it is our opinion that they will put themselves out of business. We just want the unassuming consumer to have a chance at avoiding what we and as it appears many other consumers have went through with this company.

First of all, David from this company, who claimed to be in-house-counsel, did apologize for the behavior of this company's employees (the phone games and ridiculous behavior). He also admitted that the company that they choose to provide transportation for our container misrepresented their ability to provide transport of a cargo container (This was a surprise to us; we had no idea they were not the actual moving company.) This is the first legal counsel that we have ever spoken with that has ever admitted wrong doing on a company's behalf or offered an apology for the lack of service. This made us suspect of whether or not he really was an attorney. He never offered his last name or any proof of being an attorney, which is unusual for legal counsel. Most are extremely proud of who they are and never admit any wrong doing by the company they represent.

David tried to refuse a refund to us at first, stating the company now had a different company that could move our container. We stated, we did not want to deal with his company at all after the ridiculous, non-existent customer service. He stated, he understood and relented, promising a full refund.

Here is why we believe that David did not write this rebuttal but, someone that was not present while this conversation took place, never once did we state that we had arranged for another mode of transportation. We did not have another company booked to transport our cargo container and at this date we still do not. This is something that takes time and many calls to arrange. We were just definite in our choice not to use a company that told us they did not have a flatbed truck to move us and would move us by removing our contents from our cargo container. In addition, one that when questioned and told "no" would no longer speak to us and chose to put us on hold and leave us there. Again, immature practices like these have no place in business operations.

We still have not received a full refund from this company to date. We have talked with the police department and do have an officer on standby for a full report as soon as we know that this company has not refunded our money. The credit card company has advised us to give this company seven (7) days from the date they stated they would refund our money before going forward with our police report. If we still have no refund in seven (7) days we go forward. The officer has told us that the report will be written and then forwarded to the policing agency in Florida to handle investigation.

In the meantime, we have seen that there are many more BBB reports on this company and all this data will be provided to the police department and to the credit card company if necessary. We will then start our report to the Attorney General for the state of Arizona to attempt to block this company's ability to do business in Arizona. Luckily, we have very pro-active enforcement agencies here. This state blocked a major company from doing business in this state for a long time for their misrepresentations. So, we have no doubt that our report will be taken very seriously.

We never claimed that this company charged our credit card without authorization. What we stated was that the credit card was hit more than thirty (30) days before the move and before the final agreement was in place. The "Estimate Agreement" was to be replaced with a contract that spelled out the terms of our move, since the "Estimate Agreement" did not fulfill the "agreed to terms," nor did it reflect the insurance policy that was to be put in effect.

Again, we state we have not made any arrangements for our cargo container to be shipped at this time, as the rebuttal falsely claims. It also states this company made new arrangements weeks in advance for another company to move it. Unfortunately, the first we heard of this was in our conversation from David. No one at the company ever tried to inform us that new arrangements were in place.  Instead, we sat on hold with them more than once trying to obtain information. No information was forthcoming until our conversation with David took place. Of course, by then we were infuriated and rightly so!

It is our opinion, First Call Movers does not step in and advocate for their customers. This opinion is based on our personal experience with this company. There is nothing more frustrating that to be treated in such an egregious manner. This customer's expectations were not exceeded; they were not even addressed until the police were called.

The company representative that wrote the rebuttal, which we are addressing in this statement, is right about two things; their representative did promise us a full refund and we are entitled to a full refund.  Because we were diligent in our pursuit of an appropriate contact being in place and insurance in place prior to the last seven (7) days before the cancelation period ended. We did make our cancelation request known prior to that seven day period, even though this company refused to acknowledge it until we emailed them regarding our police report.

Although we apologize for the client's dissatisfaction, we thoroughly and completely reject her wild and grossly stated allegations of fraud and misrepresentation.  We successfully arranged for the requested transportation but the client made different arrangements and cancelled her move.  As the cancellation was made more than 7 days before the scheduled pick-up date we gladly provided her with an immediate full refund of her deposit pursuant to our refund policy.

In her review, the client alleges we charged her credit card "with no actual contract in place".  That is entirely incorrect.  The client had signed not only an estimate agreement but also a credit card authorization form specifically authorizing us to charge her credit card for the deposit.  There is no basis whatsoever for the client to allege or imply that her card was charged without her authorization.

In fact, the only problem that took place is that the first moving company that accepted the job, weeks before the scheduled pick-up date, mistakenly represented to us that they were able to transport the client's cargo container.  We quickly realized their mistake and immediately made arrangements for the transportation to be provided by a different moving company that was capable of transporting the client's container.  That arrangement was made weeks before the scheduled pick-up date.  Unfortunately, the client had made different arrangements by that point and cancelled her move despite our having fulfilled our contractual and regulatory obligations to her.

As a broker, First Call Movers advocates for their consumers and steps in to help resolve disputes between consumers and the moving companies. First Call Movers requires all moving companies servicing their customers to follow all federal regulations and adhere to consumer safeguard policies which exceed the legal regulations. We strive to exceed the customer’s expectations and continually aim to give our clients the highest level of service possible. We stand behind our work and take pride in operating in the most ethical manner.

To see the many positive reviews we have received, please visit our website at www.firstcallmovers.com/first-call-movers-reviews