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Excellent Moving & Storage

Phone: (617) 926-2008 6 Dexter Avenue, Watertown, MA 02472 http://www.excellentmoving.com

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Description

Excellent Moving & Storage, Inc. offers moving services within Massachusetts and from Massachusetts to all over the country. The company also offers packing services and, state of the art storage facility and packaging materials. The business states delivery is free of charge.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Excellent Moving & Storage include:

  • 20 complaints filed against business
  • 1 complaint filed against business that was not resolved

Factors that raised the rating for Excellent Moving & Storage include:

  • Length of time business has been operating.
  • Response to 20 complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

20 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 2
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 13
Total Closed Complaints 20

Customer Reviews Summary Read customer reviews

15 Customer Reviews on Excellent Moving & Storage
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 2
Negative Experience 6
Total Customer Reviews 15

Additional Information

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BBB file opened: July 07, 2006 Business started: 01/04/2000 in MA Business incorporated: 11/25/2005 in MA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Massachusetts Department of Telecommunications and Cable
1000 Washington Street, Boston MA 02118
http://www.mass.gov/ocabr/government/oca-agencies/dtc-lp/
Phone Number: 1-800-392-6066 or 617-305-3531
Fax Number: 617-988-8288
The license number is 31190.

Type of Entity

Corporation

Business Management
Ms. Ori Twito, President
Contact Information
Principal: Ms. Ori Twito, President
Number of Employees

24

Business Category

MOVERS BOXES-CORRUGATED & FIBER STORAGE-HOUSEHOLD & COMMERCIAL MOVERS-INTRASTATE

Products & Services

Excellent Moving & Storage offers the following product(s): Boxes of all sizes, Bubble wrap, Mattress cover, Shrink wrapp, Wrapping paper

Method(s) of Payment
Visa
American Express
Discover
MasterCard
Money Order
Cash
Refund and Exchange Policy
The business states they offer a 25% refund on boxes that you purchase from us and when you return them to our company in a reusable condition.
Service Area
Excellent Moving & Storage provides their services in MASSACHUSETTS.
Industry Tips
Hiring a Mover - 5 Tips - Video Moving

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 Dexter Avenue

    Watertown, MA 02472

  • 1
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Complaint Detail(s)

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The nature of complaint is more specifically damage done to my furniture during the move from ******, MA to *** *********, CA. and the flat-out refusal by this company to do anything about it. Here is a copy of my email to the cpmpany as of this morning: Attn: *****, This lame duck response is ABSOLUTELY UNACCEPTABLE! Do you not know the difference between "scratch" and "completely destroyed"or "dented beyond repair"? Or in the case of my dining table, scratch-free to completely scuffed and scratched all over the legs? I will not rest until these three items are taken care of: 1) Your movers packed my filing cabinet. My filing cabinet had ZERO dents but was delivered with massive damages and dents. It is not salvageable. Price paid at CB2 was $179. YOU are responsible entirely for that. 2) Floor lamp. Also incorrectly stated in your "letter" which is obviously no more than a form letter to first deny any responsibility in hopes the customer will go quietly away into the night, which I will not. Floor lamp was packed by your movers. Floor lamp was damaged and no longer usable. Price paid at CB2 was $99. YOU are responsible. 3) Dining table. Again, this is not something that I packed. Your movers wrapped my larger pieces of furniture, sofa, desk and the dining table in question. The table sustained MAJOR scratches on the legs, easy to see as the table is a high white gloss which is now ruined with scratches and scuffs. Price paid at CB2 was $599. Again, YOU are responsible. I am not about to settle for the fact that my new, designer furniture is now complete rubbish. Your company does not have the right to treat client's belongings in this manner. These details are all being forwarded to the Better Business Bureau. I will make all documentation and photos available on all social sites including Yelp and Angie's List. My goal is that you no longer victimize the consumer AND that you are held 100% financially responsible for damaging my furniture. Please contact me directly via phone and stop avoiding my calls. Thank you. ***** Foisy mobile: *********0 This in response to their email to me, as copied here: Please see attached letter in response to damage complaint. Thank you. With this Word doc attached, copied here: Excellent Moving & Storage, Inc. * ****** ****** *********, MA ***** ###-###-#### June 10, 2014 ***** ***** **** ******* ******, #**** *** *********, CA ***** Dear Mr. *****: We apologize for any inconveniences you may have had. After reviewing your claim for damages it has been determined according to the contract that you are not entitled to a refund. It was noted on the contract at the time of pick up that all of the claimed items had scratches and damage on it prior to the move and packing material was declined. In addition, the lamp was packed by owner and is not covered. Thank you for your patience in the matter. Sincerely, Customer Service Dept. Excellent Moving & Storage, Inc.

Desired Settlement: I have outlined the damage to three pieces of furniture and the value. These are all pieces I purchased within the past 12 months, so I realize there may need to be some adjustment to original price paid. But as I now have three items that have been rendered useless, I am seeking at bare minimum: Floor lamp - $50 File cabinet - $89 Dining table - $300 All minimum amounts based on 50% valuation to retail price paid.

Business Response: We stand by what we said.  If wrapping material was not used than nothing is covered - please again refer to your contract and see the claim is false. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2014 Delivery Issues
4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife hired Excellent Movers to move and store our belongings (they were the only company that could do this on such short notice). My skepticism with this company all started when when they told us the price of our move. After they moved our things, they immediately increased the storage charges claiming they needed a bigger storage unit (funny because they said that, if it all fit in the truck we would be fine and it would be the price they quoted. Yes, everything fit in the truck). I wasn't going to accept this. After bringing this up to them and disputing the change, they kept the original price (they knew they were wrong I guess). When they moved us out, it took longer than they said (increasing the overall cost by $500) - saying that only certain items needed to be wrapped (we wrapped every large, expensive item - and didn't need to wrap cardboard boxes). There were a few items that we didn't wrap that we knew we were taking responsibility for. But, they had also advised if they thought things would need to be wrapped or not wrapped - and they mentioned certain things wouldn't need to be wrapped or it was unnecessary to wrap other things. They told us that our belongings would be in the back corner of the warehouse and wouldn't be touched - I'm not sure this was the case since they lost a bunch of our belongings. If they weren't touched, how can you lose things? When we decided on a date to move us into the new house, they asked for 2 week notice. That was fine until they didn't show up to the scheduled appointment. They said they would call 30 minutes before they got to the house. I called them when the delivery window was approaching the end and they said "we're going to be a few hours late, they're loading the truck now". A few hours later, I called and was told "sorry, they haven't loaded the truck yet, we can't deliver it today" (mind you, I took time off of work to get this taken care of). They didn't call us to notify they were going to skip our delivery. I demanded that the owner of the company call me back with a resolution. More than an hour went by and still no word. The owner eventually called me back and said the best he could do was load the truck up (which would take a few hours) and get to the house by 10PM (it was already after 7PM and he said it would take 2-3 hours to load up the truck. It would then be another 45 minutes to an hour to get to my house - and another 2-3 hours to unload). I have a 2 year old and a 3 months old - and we weren't even moved into the house yet. This wasn't an option. They came the next day. I couldn't be there because I already used a day off the previous day and couldn't take another. They forgot a good portion of our belongings in the warehouse and had to make multiple trips. They lost multiple things and have yet to find/return them. They broke/scratched/chipped multiple items - and claim they didn't scratch anything. They told me "we reimburse per pound" and, ironically enough, accepted responsibility for things like "broken trash can" - yet, claim they didn't chip a $2000 armoire. I have pictures loaded on my computer of the furniture (both before and after) showing the damage was caused while in their possession. 1. Front smashed door (the movers forgot to put the door back together and the wind blew the door open and smashed the glass. it's now held closed by a screw. 2. Top of the garbage can (we just purchased this when we moved in - we didn't even store this with you). One of your movers put a heavy box on top of the lid and, as you can see, broke the lid. 3. Side rail of the Pottery Barn bed - severely split. 4. Pottery Barn armoire - all of the corners are chipped and there are scratches everywhere. 5. Kitchen table - the tabletop is split. 6. Kitchen table - corner is chipped. 7. Kitchen chairs - chipped and scratched 8. Pottery Barn Crib - the entire crib was damaged enough that we needed to buy a new one. The broken one is sitting in our garage now. 9. Stability leg in the middle of the Pottery Barn bed - the leg was broken off and it now just sitting there not secured to the bed. 10. Small hole in the back of my sectional couch 11. Larger hole in my home theater seating 12. Scratched/damages to multiple end tables (2 bedroom nightstands, 1 children's night stand, etc) 13. Scratched (front) of Pottery Barn tall dresser. 14. Broken corner of decorative table 15. Chipped corner of Pottery Barn Kids changing table 16. Chipped spots on Pottery Barn Kids toddler bed 17. Scratch on headboard of Pottery Barn bed 18. Chip on the bottom of our Pottery Barn wine rack Everything heavy in the above list, they claim they didn't do. Hard to believe when there's visual documentation that these cracks and scratches and blemishes weren't there while it was in my possession - yet, they're there now. I will never do business with this company again and I will never recommend this company to anyone.

Desired Settlement: I want a refund on the move. Damaged items value far exceeds what we paid them to move and store our belongings.

Business Response: Dear BBB Official,While we regret that our customers were not satisfied with the quality of their move, they had opted not to have their items properly wrapped and packaged as we recommended. Every item that we were allowed to wrap to our standards arrived in good condition. Our client signed a waiver releasing us from damages done to any items that were moved while not wrapped to our specifications.Sincerely,The Excellent Moving and Storage Team

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have documented pictures showing the before and after of the furniture.  Excellent Movers - if you want me to hire an attorney, let me know.  I'd gladly involve everyone that complained on Yelp and everyone that's complained on the BBB (which is over 100 total). Here is a link to the aftermath - https://www.dropbox.com/sh/***************/_********_ Surprisingly enough, the things that weren't wrapped (boxes I packed myself) were delivered in better condition that the furniture we had wrapped on multiple blankets (which is documented wrapped on the sheets they wrote up).  If you look at this company's history, you can see a terrible record on the BBB and an even worse record on Yelp.com (http://www.yelp.com/biz/excellent-moving-and-storage-watertown).  The BBB and Yelp are riddled with "this company ruined my furniture", "this company overcharged me", "this company is a fraud", "this company scratched my furniture and then refused to pay me for damages" (I could go on - there are pages of bad reviews and complaints - I'm going to go on a limb that Excellent Movers will now go delete whatever bad reviews they have). I'm not surprised that a response of "they didn't wrap their furniture" was given (blatant lie because I have multiple blankets that they left at my house because they wouldn't unwrap one of the bureau's.  Ironically, that bureau was one that was scratched.  The blankets are now sitting in my basement).  We paid for over 30 blankets (if you need an exact number, I can look at my sheet).  What did you wrap with those 30 blankets?  The cardboard boxes?  No, you wrapped the furniture that you damaged This isn't new.  This company is a bunch of frauds.  They damage furniture, lose belongings and overcharge.  Just read online - the proof is in the pudding. 

Business Response: Mr. **** was given a big discount already.  We allowed him to store all of his belongings in our storage facility for a discounted rate.  He did not provide us with the full inventory list from the beginning and added more items to his move and did not want to pay. We do not work for free.  In addition, on the signed contract it is clearly stated that NO WRAPPING MATERIAL ON ANYTHING UPON CUSTOMER REQUEST.   Mr.**** needs to take responsibility for his choices. We have already resolved many of the issues he has stated and consider this case closed. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Discounted rate?  Added more inventory?  I was quoted an certain dollar amount based on the inventory I listed (which was all the inventory - my wife even called after we packed up the boxes to notify you of an additional 8 boxes) - and you decide to charge me more because they decided to use a larger storage unit.  The exact quote from the foreman wearing the arm band and the yarmulka was "if it all fits in the this truck, you're good.  That's the storage unit we plan to fit this in" (and, that storage unit was in the back corner of the warehouse).  When you decided to say "well, we're going to charge you more" - I pushed back.  You accepted their initial quote knowing you were wrong).  Again, this is another point that people have complained about many times on Yelp and through the BBB. No wrapping material?  So, you charged me for bubble wrap, cellophane, tape and blankets for what reason?  If you charges me for those, yet didn't actually use them, what's the charge for?  If you didn't use them, I want that reimbused as well.  If you're charging me for blankets that weren't used, that's fraudulently charging me for materials not used.  Do you need a picture of the 2 blue wrapping blankets that are currently folded in my basement (that are yours)?  I think it's ironic that you have people sign documents and then tell them "we will mail you the carbon copy after we load everything into your storage unit".  We received the copy of the carbon copy - which was different from anything we signed day of.  It's clearly obvious that you make sure you alter the documents after the fact to cover your careless workers. You discounted the return move because you didn't show up for the appointment - and, didn't call notifying me that you weren't going to show up.  That has nothing to do with the damaged belongings that you and your incompetent workers ruined. What about the belonging you didn't even return (one dresser, 1 night stand lamps, 2 lamp shades, 1 floor lamp, etc)?  What about the smashed garbage can that wasn't even moved with you?  What about the smashed front door that your workers left off the hinges?  More things that your scam company will avoid? From one Jewish person (me) to another (your entire company) - I'll make sure to notify the entire Jewish community in ****** to avoid Excellent Movers.  As you know, the Jewish community loves dirty laundry - and they stick by each others word.  They will all see the damaged belongings and the other information on Yelp and the BBB. The only thing I will take responsibility for is hiring a bunch of frauds called "Excellent Movers".  Your crap workers need to take responsibility for their lousy job moving my belongings - and a terrible job storing my things.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the movers arrived to the location they asked what was being moved. My sister showed them and advised (again as she had mentioned it on the phone) that care should be taken with the dining room. They asked if they should wrap things and said it would be 3 dollars per role of tape. My sister agreed to this. Then they discussed what they would do with the table. They were saying that they might put some cardboard on or something and my sister said whatever they think but asked that they take care with it. Then they proceeded to the bedroom where he asked about wrapping the mattress and my sister said she had a bag for it and took it out so we used that. During the signing he asked her to initial the part of not using wrapping material saying it was because she didnt want the bed wrapped (which was not true as she provided her own bag). There were 2 seperate witnesses which heard her saying that they should wrap everything and heard the employee mention the cost of each roll for the wrapping. Later during the move they did wrap everything and took great care (or it seemed so because they moved extremely slowly), but they did not wrap the table. They removed the glass and wrapped that but not the rest of it. For the duration of the move I was at the apartment taking down curtains and making minor repairs while they were loading the truck. My first impression was how slow they were, especially when compared to the gentlemen that did my move on June 1st. I was tempted to start carrying things down myself because I was growing impatient at how long it was taking to fill the truck. I understand it was on the 4th floor, but when she moved in last year the movers took half the time to take everything upstairs with twice the stuff (my sister had premoved most of her stuff this time and only hired this company for the heavier stuff). At one point they even called me in to show me a portion of the bed head rest was chipped so I would not think they had done this. I thought this was good that they showed me this. Later when my sister went to clean up the old apartment she found pieces of wood from the damage they had done to the bed and acted as if it was already there. They didnt even bother to clean up the evidence of what they damaged. When we finally left, they left first and I left a minute later. I arived at the other apartment maybe 12-15 minutes later as it was mainly using the freeway with no traffic. 25 minutes after me they arrived and when we asked why they took so long they said they stopped to get some gas and a drink. This si something they should have done on their own time but did so to add time to the move. We were looking at the front entrance and observed that it would be too narrow to take up the sofas and some wide stuff from the front entrance and up the front staris, but we checked the back entrance which was a lot wider and no stairs to go up for the sofa, just a longer path to reach it since the truck could not go into the area but woul have to park further away. They started to unload everything and then took the table up the front although it would be evident it would not be an easy task this way. They had to wiggle in different directions to get through the first door banging the wood of the table as they did this. They later went up the stairs and reached the second door where it would not fit. They took that door off and tried to wiggle and shove it though banging it several times and I would even hear the wood cracking at times. Finally they realized it would not fit and took it back downstairs where I was asked if I would help him to take apart the table so he could fit it through and then we would put it back together. I said that could take us 40 minutes to take apart and put back together, whereas taking it from the back entrance might be a longer path but would only take them 5 minutes and they should leave the table to take along with the other wide furniture. Later when taking the furniture upstairs, after removing the blankets off them, they would proceed to carefully wrap the blankets taking their time with each one, rather then just taking them all to the truck to wrap on their own time. Finally when they finished and he left to the truck to get the paperwork, it was 2:38 pm and instead of coming right back he showed up 7 minutes later at 245 and had on the peperwork that they finished the job at 245. I complained to him that it really didnt take that long for the job because over half an hour was wasted with the delays and that they were extremely slow so I gave him a much lower tip then I was initially going too. Later we cleaned the dust off the table only to notice that there were several makrs on the wood from all the wiggling and shoving they did. That was the final straw which lead to me calling you to complain. I would have ignored everything else, but my sister asked on the phone that you be careful with the dining room table, advised the movers that they should be careful and asked me to make sure the dining room table was taken care of. This is why I am calling and emailing you. I should have spoken up when I saw that they did not wrap the table or when I saw them take it up the front where it would not fit. I will ask my sister to provide a picture so you could see what happened. I also regret not taking a before and after photo so you could have a comparison. Even if one were to assume that the company is free from all liability as they claim from the signature, they are not allowed to have crew which is irresponsible and damages equipment by trying to force them through doorways. They are liable for poor performance of their employees and the fact that their employees deliberately do everything to add time to the move.

Desired Settlement: They damaged a dining table which they were asked over the phone to take care of and at the move and this dining room table cost over 1000 dollars. Even if the surface is repaired, the cracks of the wood they did is permanent damage. Also, they took more than twice the time for such a move (as the previous company that brought everything in moved twice the amount of stuff in half the time and put the bed together when they finished. I had to ask the movers to not put the bed together for fear of them taking another hour). The cost of such a move WITHOUT the damage incurred would have been 1/4 of the amount. I have sent them all this information through email to offer them a chance to offer any sort of cutomer service and they just deny all responsibilty and dismiss my issue.

Business Response: BBB Officer/Customer We regret that Mr. *********** was unhappy with the service we provided to him and his sister, however we cannot accept responsibility for the damages done to the dining room table in question. ****** *********** signed a waiver freeing us from any responsibility of damages done to items left unwrapped during the move, which includes this particular piece of furniture. We have also spoken to the movers on the job and the volume of the move exceeded the estimate given, causing the time needed to complete the move to increase. Sincerely The Excellent Moving and Storage Team

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

My complain is far beyond the damage they did to the dining room table. Which should not be dismissed as not liable because they are not liable when moved under normal conditions (accidental damage). Not when the employees cause deliberate damage. The employees did not wrap the table or take care of the table as they were asked to do in front of 2 witnesses, but when attempting to move the table through the narrow entrance which they were advised not to use for the larger items, they used extreme force, pushing the table and causing the wood to crack. NO waiver can release the company from this liability. Your employess were careless and the waiver you so dearly mention repeatedly would only cover you for accidental damage. Not from what your employees did. Also, this does not cover the fact that your employees were deliberate in causing delays to add to the time that the move they took. First by moving extremely slowly during the loading of the truck. As mentioned they took twice the time to move half the stuff the previous moving company had done. Then by taking an extra 20 minutes to arrive at the new apartment with the excuse of getting gas and a drink (something that should be done on their own time, not the time we are paying for). Then by trying for almost an hour to fit the table through the narrow entrance despite being told to use the rear entrance for large items and even removing the door in the front (which I put back myself from fear of having them take another half hour to put it back) and then asking for help to take the table apart to fit it which would add at least another hour to their work. Then by slowly folding each blanket they had used and finally by taking 10 minutes to get the invoice from the truck. Something that should have been done in less than a minute. Your employees were not only careless and caused damage to the dining room table, they also dmaged the headboard to the bed and pretended that was there before the move, then they took twice the time that this move would require. You cannot deny responsibility for ALL this by saying the waiver was signed. The waiver does not cover any of this. Not the damage they caused or the delays they added to the move. We have been through this when I gave you an oppurtinity to resolve this without involving the better business bureu. Please dont continue with the responses that you are absolved from all responsibility because that is not how a business should operate. You ARE responsible and should take actions to remedy what your employess did.

Business Response: BBB Officer/Customer, We wish to again state that the waiver signed by our customer cleared us of responsibility for damages to items left unwrapped during the move, which included the dining room table. As for the issue of the length of the move, our men have informed us that the volume of items to be moved exceeded the given inventory and therefore the time needed to move them increased accordingly. We regret that our customer was unsatisfied with the service we provided but we cannot accept further responsibility.  Regards, The Excellent Moving and Storage Team

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Once again this does not address any complaints. We specifically asked your men to wrap the dining room table. There were 3 witnesses to this. The only wrapping that was declined was for the mattress as your men were told that we had wrapping and we wrapped this for them. Your crew told my sister to sign the no wrapping section for declining the mattress cover. That was misleading from his part and this does not release you from liability. Also, this part does not cover damage that was done that is not due to wrapping like the damage they did to the bed headboard which they showed to me as if it was there before hand and when we went to clean the old apartment saw the pieces of wood they had broken off when taking the bed apart. That was a 300 dollar bed frame and they damaged the headboard. This also does not cover the damage made to the dining room table from your men using excessive force to shove the dining room table through the entrance that it would not fit through and causing the wood to crack several times. This is not part of the wrapping clause either. Both of those would not be covered under the no wrapping clause you contninually mention (which as I have mentioned several times does not apply as they were specifically asked to wrap things and mentioned that the cost for each roll of tape would be 3 dollars. The invoice even shows that 6 rolls were used which invalidates your claim of no wrapping being used. Wrapping was used and we were billed for it, so you ARE responsible). Also, the duration of the move is unaceptable for several reasons. First off it was barely half the small truck they brought and the amount that was moved did not justify the time. But even if you do claim an excessive amount, this does not cover, the 20 minute break they took getting to the apartment, or the ten minutes delay to come back from the truck with the invoice, or the delays introduced by your crew carefully wrapping each and every blanket (from the stuff they did wrap like the cabinets, couches and the headboard), which would account for at least another ten minutes. Or the delay introduced by your men when trying to shove the table through the entrance that they were told not to use for the big items for over 40 minutes. Or the fact that they would take forever to move boxes up and down the stairs especially since one time I went up and down the stairs to load some items into my truck (after seeing how long your men were taking) and I did two trips when they didnt even do one. I did this on purpose to see what they were doing. They were introducing delays into the move. I have moved several times with different crews and companies and have never seen any moving crew move so slowly. You cannot possibly continue to deny all responsibility by stating that the waiver for wrapping was signed especially since there are witnesses which heard the request for wrapping and the invoice states the use of rolls which were for the wrapping. Also you cannot continue to give excuses for the delays from your staff as over 2 hour delays cannot be justified due to the volume as you state (Which I repeat was not a large volume. It was one of the smallest moves I have been a a part of and I have helped friends and family in over 20 moves, while at the same time took longer than anything ive ever seen). Please stop repeating the same excuses without addressing any of the issues. That is not customer service. A business should not operate this way. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have recently moved from MA to Texas. I have hired Excellent moving and storage to move my stuff. I gave every list of items i have then they gave me a quote of $1100+. When guy came home he saw he said the boxes were way bigger than what i have told (Here the small box size they have a little bit bigger than the box which we get when we get a cell phone). They said they are bona charge me 1700+ for my move of which i had to pay 75%. I had accepted it thinking i cant do anything about it now as i have booked all my tickets. They asked me to give them a date at that point i wrote down Jan 10th but i told them thats a tentative date as i had to find a house once i go to Texas. After i went to Texas and found an apartment around Jan6th I called them up and gave the address and asked them to deliver the stuff. The guy said he has only one truck per week on sunday and he will try to put them on the coming sunday. Now its already Feb 7th i have not received my stuff i called them many times. Every time i call i get only one answer something has happened and the guy who has to load my stuff on to a truck had missed it. I do not understand how many times will a person do the same exact mistake. I have a 4 month old baby who is sleeping on the floor as we do not have any furniture. We are spending sleepless nights in our new home without any furniture. Finally last sunday thats on Feb 2nd he said he has my stuff on the truck and gave me a number. When my wife tried to contact the driver with the number we got he just disconnects the call once my wife mentions her and my name. A day after dat i called him he said he is going to delve my stuff on this saturday which is also tentative and he is going to call me on morning of the day before he delivers. Now its already midday of friday i never got any call except from the actual owner stating that they are going to just compensate for $300. Even if they compensate for $300 i still have to pay them for $400(Including those $300). From a month even having my stuff i have rome around a whole new place with a 4 month baby to buy many things which casted me lot more than any of the mentioned amounts. I am not sure what to do here.

Desired Settlement: I would like some compensation for all the charges i spent and get back the amount i have been charged for on my credit card as they haven't delivered my stuff.

Business Response: BBB Officer/Customer We regret that Mr. ****'s move did not go as smoothly as either party had hoped, but unfortunately Mr. **** failed to read the confirmation letter we provided him stating our estimate to deliver his items with 14 business days. While his delivery was not completed within this time frame, it was completed within the 21 business days required by law, and while we have offered Mr. **** a $300 discount, on top of the $75 discount we extended to him the day of his pick up, however he is insisting on a refund of over $1000.00 that we simply cannot provide him.  Sincerely, The Excellent Moving and Storage Team

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I have called up and asked them to ship my stuff on Jan 6th and as far as Jan 10th goes i specifically mentioned that its a tentative date and i have told them once i go back and find a apartment will give them actual date which was i told to them on Jan 6th. Even if we consider according to law 21 business days it ends by today 5 PM and i have not got my stuff yet. One more thing here to consider here few days back my wife and kid were sick with viral fever as we are not sleeping well and i was never able to concentrate on work. After many and many calls i was able to board my stuff. So i will not accept his compensation of just 300$ when i have spent a minimum of 1500$ (for which i have detailed bills)for hospitals and buying stuff.

Business Response: BBB Officer/Customer, We again sincerely regret that the move did not go as smoothly as either party had hoped, but we have no further response other than to repeat our offer of a $300 discount on top of the $75 discount given to our customer on the day of the move. We have fulfilled our obligations by delivering the customers' belongings within the timeline clearly outlined in the confirmation letter we provided him at the commencement of his move.  Regards, The Excellent Moving and Storage Team

Consumer Response: Hi, They have never delivered my stuff on time. They did not even offer me those 300$ benefit because the driver who came demanded the remaining amount in cash and until i pay him up he said he is not going to deliver and parked the truck in front of my house. Many other tenants came up to me and asked me to resolve the issue. So i had to pay the full amount to get my stuff which is completely damaged and i am missing lot of stuff from the move.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I hired Excellent Moving company to move out of my condo in ****** and provide a few months of storage. I worked with their salesperson (****) to come to a very detailed estimate, including a very complete inventory listing of all the items in the move. The final estimate was $1,188.50 which included a 5 hour move for $695, $208.50 for travel time, $150 for upgraded insurance, first month of storage free plus $135 for the second month of storage. I also agreed to additional charges for any packing materials as needed (please note that I packed most of my items with the exception of big furniture pieces) On the day of the move, the movers showed up on the scheduled time and the move seemed to be going well. A couple of times the foreman got my attention to let me know that he would be wrapping my sofas with plastic wrap, which I agreed to and he also pointed out a couple of scratches on 2 items which I acknowledged. At the end of the move I was asked to settle for the move. The total cost of the move was $2,917 which was almost 2.5x the original estimate. The foreman basically told me that I had to pay the full amount and would not leave without a check, but he also indicated that I could call the office two days later (they were closed that day) and they would certainly give me a credit for the overage. I did contact the office the next business day and they told me they were going to investigate. A week or so later they came back to me indicating that the reason the costs were higher were due to the fact that my inventory listing had fewer items than what they actually moved. I replied explaining that the original inventory list had actually more items than what was actually moved mostly due to the fact that I sold a queen size bed and very large entertainment center. they then changed their message and said that the reason the charges were higher was due to the fact that I paid for the additional insurance and because of that they had to be extra careful with my belongings and take more time to pack things and use more packing materials. Please note that I purchased the extra insurance at the same time as the estimate, so that was a known fact and, if what they are saying is true, should have been included in the estimate. Key items in dispute: 1. Total move time charged vs. the estimate. I was charged 8:45 hours (3 hours and 45 minutes above the estimate of 5 hours or the equivalent of$521 over budget) 2. Excessive packing charges; $727 for packing materials. As an example, this included 9 mattress covers as $10 a piece - when all I had was one king size mattress with no box-spring - no other mattresses. There were also 12 picture boxes when all i had was one picture and one hanging mirror. What I am being told is that they decided to pack my furniture with plastic, then wrap boxes around it and then wrap it with blankets.

Desired Settlement: 1. Refund for the time charged over the estimated charge: $521   2. Refund for the excessive use of packing materials: $300

Business Response: Mr. ******** requested the upgraded insurance. From the first estimate we send out to the confirmation email when a customer books, we always state in writing that upgraded insurance mean that the customer must purchase packing materials from our company and our movers must be the ones to pack/wrap the items insured. We believe to be operating in our standard and honest practice. We have urged Mr. ******** to review the confirmation email. Please note that he will be reimbursed for the blankets upon moving out of storage, at $8/blanket used.

****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Dear ****, you are trying to say that the move cost me more because I purchased insurance.  My point here is that you knew that I had purchased insurance prior to providng me the estimate.  The estimate should have reflected it.  This is unfair and dishonest practice.

Business Response: Once again, all written documentation details that if you purchase the additional insurance there will be extra time spent packing as well as money spent on the materials with which to pack your items. All of this information was sent to you from the first communication in the estimate to the confirmation email when you booked with us.

****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

****, my question to you is very simple:(1) Did you or did you not know ahead of time that I purchased insurance?(2) Did your estimate take that into account?Can you simply answer those two questions with a Yes or No? I don't think you can, and that is my issue with your business practices.  If your answer is Yes to the second question - then your estimate was significantly under the actual which is my issue and the reason I am requesting a refund, which you are denying me - indicating that you do not stand behind your estimates.  If your answer is No to the second question, then you are simply being dishonest and providing an estimate that you know will be below the actual cost and thus unfair and deceptive business practice.Can you answer the questions I am asking you?

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Here is a copy of the email I sent the moving company after the move: In regards to job#******* there is a mistake on our yellow paper. We declined ALL wrapping materials besides the blankets and the mattress covers. We should not have been charged for anything else! Please remove charges for mirror boxes, bubble wrap and tape, they were NOT authorized to be used by us. Also, please let us know what the final amount of time it took to move the furniture into storage. The estimate had said it would take 1.5 hours to do so. We had as much or less furniture than estimated, it should not have taken more than 1.5 hours to move from truck to storage. Additionally, the movers damaged our driveway and hardwood floor. When the movers came to the house at 4pm they were exhausted. They could hardly move. There were 4 men but they were moving very sluggish and slow. They dragged the sofa on the hardwood instead of carrying it because they were so tired. We are closing on our house on Friday and so we need to get the hardwood and the driveway repaired before then. I will send you a copy of the contractors estimate as soon as I get it so that you can put in a claim with insurance. Multiple emails and voice messages were ignored. They threated to not return our belonging back out of storage unless we paid them the amount they billed us.

Desired Settlement: They owe us $750 for cost to repair driveway and hardwood floors. They owe us $250 for us of bubble wrap, boxes and tape that were not authorized. I have paper signed that shows we decline it. They owe us $417 (3hrs x $139/hr.) extra time charged for putting belongings in and out of storage. The estimate was total 3 hours, we got charged for 6. They called it "free storage" but instead what they did was charge double the hours for the move in/out of storage to compensate for "free storage". Total: $1,417

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was present for the loading of a moving truck in preparation for a cross country move. By the time it arrived in a completely different truck, they had lost 4 items, including large pieces of furniture. I got in contact with the driver who said he had found one of the items on his truck and promised somehow to get it back to me. The company did not help me negotiate this with THIER own driver, rather they left it up to me. I have not received anything further regarding the one found item nor is the driver taking my phone calls any longer. It has been two months of daily calls and emails with little or no response and today they just admitted that it was all LOST, sorry. Also an issue is the breakage of items that were delivered. Large pieces of furniture that were clearly not broken when loaded on the initial truck.

Desired Settlement: The return of my missing items. Monetary compensation for breakage/non-delivery.

Business Response: When we delivered the items to the customer, the customer did sign off on the inventory list stating that all items were received and delivered in the condition in which they were picked up.  We have offered the customer compensation for the lost items.

-The Team at Excellent Moving and Storage

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hired Excellent Moving to move my daughter from ****** ,Ma to ********* ,MA. Have a signed Estimate on what they do for the move. They did not take part the furniture as stated and resemble it in other location. They lost pieces to the Bureau, back door, could not get mattress up stairs. I called on Saturday spoke with a lady ******* called back on Sunday May 5th, said he would check with former and call on Monday May 6th. Never received a call, I called again on Tuesday left message, on Wednesday ******* returned my call & said I can come and set up I have the pieces for the bedroom set. Now it is 4 days later I explained I needed the pieces told him he could drop off in the mail box, stated don't know when I can get there. I explained there was a signed contract and they did not do what it stated. Told him I was looking for some kind of refund. ******* said I would have to speak with the owner, I said I thought you were, no just manager. On May 9th I called the office again the girl said I will call you in 5 minutes, received a call back and was offered $20.00 , I stated that was not acceptable, told me to put my concern in writing and the owner would look it over. Called ******* told you I did not accept the offer, I needed the pieces by Friday May 10th. ******* said I don't work on Saturdays because of my religion, I said someone else could drop them off. I never have received the pieces, I called his cell phone Friday and was upset. I called again on Monday left a message in the am, called back in the pm and was told they had a problem move and they were tried up. I have asked for the owner to call me never received a call. On May 13th I called was told ******* would call me at 3:00 no called I called them at 3:45 was told ******* is downstairs will call you right back. I waited until 4:30, called the office and cell phone no answer. On May 14th at 9:15 called ******* answered stated they did not have the pieces after being told they did. Stated I have to go I am in a hurry. I stated that I would be calling the BBB.

Desired Settlement: I would like some kind of refund , as we have to go buy new pieces for the bureau & back door. They should not state they take the furniture apart and put back up. I found them on Home Adviser, and will be rating them, for the poor service after the move.

Business Response: We spoke to the foreman who has informed us that the husband of the customer stated that the pieces in question were to be thrown away. The foreman wisely kept them. On the day of the move we did as we were instructed. The customer informed us that we could leave the furniture where it was. We did as we were told and tried our best to offer excellent service. We still have the pieces in question and do intend to deliver them. Both the manager and the owner are out of the office until Friday. We will attend to this issue then.We have offered a refund to the customer in terms of what the insurance that she chose covers.

The Team at Excellent Moving and Storage

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I will wait until the manager & owner come back. But they told me they do not have the pieces, now they have them. Also $20.00 is not a refund

Business Response: My supervisor and **** will be back on Friday and we will look to resolve this issue then.  Thank You


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I will wait for **** and the owner to get back to me.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The move took twice as long then the quoted number of hours. I know that sometimes the move takes a little longer, but I believe that quoting one $ figure, and charging almost twice as much, is not fair business practice. When it came time to disassemble the furniture (a bed, an entertainment center and a couch.); it took them almost 1.5 hours to do just that. In the end, they were not able to disassemble the entertainment center, and left it outside the house, broken. The bed was not assembled very well, and will now have to be replaced. We noted it to the foreman, but he said that it will take them another hour or more to do a better job. In the end, we paid twice as much as quoted, for a job that was not fully completed (new entertainment center is now outside, unusable, and of course we will have to buy a new frame for the bed, if I can not fix it myself.) I am not happy. I spoke with a supervisor on the phone during the job, and he asked me to pay in full, which we did. He promised us some money back and to make it right, but it has been 2 weeks, and I did not get a partial refund and it seems like it has been empty promises. Unless they will do a partial refund, and explain why things went wrong, I will never recoomend this company to anyone.

Desired Settlement: Partial Refund and replacement cost of the entertainment center.

Business Response: We took the inventory of the customer and noted each item he wished us to move. We supplied him with three professional movers to be sure that his job would be done carefully and as efficiently as possible. When the movers arrived, the customer had far more items than he had originally informed us of. The customer wanted all the items dealt with, so the movers did so to the best of their ability. We had spoken at length with customer prior to the move to ensure that move went off as smoothly as possible.

We feel that we attempted to provide our customer with the best service as possible.

Sincerely,
Excellent Moving and Storage

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Yes, there were more items then were described prior to the move, but there were not twice as many.  In the end, a piece of furniture (an entertainment center) was left outside, and now will need to be replaced. Also, the bed frame is partially broken, due to the move, and other minor scratching on other items. This has nothing to do with the amount of items that had to be moved but rather speaks of the quality of the move. The owner said that they would get back to me to resolve the issue, to be sure that I am satisfied with the outcome, but has been largely ignoring me. Also they claim to have insurance on the items that get ruined as a result of their move. So far, I am not seeing any compensation from them, or their insurance.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This amount of furniture and more was moved many times for much less money and always very close price wise to original estitmate. "Excellent Movers" took an inventory of items to move and provided estimate for time and overall costs which was ~600$ overall and under 5 hours. Overall costs ended up being over $1800 (3 times as much). We even provided assistance additional assistance during the move to try to expedite it. So, how it was done by the company? We witnessed a few techniques: 1. using under trained and inexperienced personnel. 2. Moving at a very leisurely pace while moving our items. 3. Engaging in unnecessary disassembles and wrappings. 4. Wrapping materials ended up being a few hundred dollars. Additionally, Company was supposed to reimburse us for 47 blankets returned, despite repeated phone calls and emails "Company" reimbursed for 40. All attempts to talk directly to the company have been useless so far.

Desired Settlement: There are 2 outcomes we 'd like to see: 2. Seven blankets to be reimbursed ASAP. 2. Refund should be negotiated for difference between appraisal and actual charges.

Business Response: Dear BBB.
The customer had double the amount of items. Lots of wrapping of very expensive stuff. She got back a refund for the moving pads so the actual bill was much lower.  thank you.

*** ******

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Dear BBB,
"Excellent Movers" response:

1. Doesn't reflect what happened, the amount of furniture stated was accurate.   In our experience packing materials never exceeded $50 for much larger moves.   It most importantly doesn't take responsibility for  all business practices mentioned.
2.Response doesn't even mention second issue of not reimbursing for acknowleadged number of blankets.

We wonder if senior management of the company might be willing to look deeper into the issues.  By looking at numerous complaints and typical reaction of the business it looks that this company never takes responsibility dealing with unsatisfied customers but rather attacks credibiltiy of a customer.

Still hoping that senior management will look into the issues.


 

Business Response: To Whom it May Concern,
My supervisor would like to refer you to his previously sent message. The labor involved in wrapping several large pieces of furniture is not trivial. It is an act of care to ensure it is transported safely and arrives in the same condition during which we picked it up.

In each and every estimate we emailed to Ms. ********** there was an itemized price list of all the materials. She knew well before that using our own materials would be much more costly than if she had provided the materials herself.

As for the blankets, your contract stated that you were charged for 40. Yet you brought back 47. Therefore we reimbursed you for what had originally charged.

Please reference your confirmation email, your carbon copy of the contract (we will be happy to fax a copy to you if you wish) and all other paperwork which you agreed to with your personal signature.  I hope this addresses all of your points.

Most Sincerely,
****

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

We had multiple moves with this amount of furniture plus much more and 1. prices were very close to estimates. 2.prices were much lower for less stuff to move.  Once again, it was a move of 1 bedroom apartment  limited to furniture only. Amount of furniture was not huge and predetermined.

Later we also got an expert opinion of another moving company which has perfect business record on BBB and also perfect record on other reviewing site and they confirmed our observations:
1. Move took exceedingly long
2. Use of packing materials was way over normal.
3.Price of packing materials was way over normal.

Based on our experience and other experiences we read about on BBB unfortunately, it seems to us that "Excellent Movers" do not want to recognize problems at all. 





BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: November 1st I hired Excellent Movers for a 1 bedroom apartment-to-apartment move. All my furniture and electronics were brand new in mint condition since their initial delivery by Jordan's furniture and ****'s TV. The movers were very slow stating they didn't want to scratch my furniture. However, after they left I found my new bed, sofa table, and leather couch scratched. Also, my brand new sound bar and speaker system wasn't working after they last touched it. I reported the damage and Excellent movers and they asked me to take pictures and give the value of the damaged items. I provided them with images of the scratches and original receipts with date of purchase. They wrote me back stating and I quote "Our foreman stated that during your move you said that a previous moving company had left damages to your furniture. After reviewing the damages with the foreman as well as my supervisor we have concluded that Excellent Moving and Storage is not responsible for the damages done to your furniture." Again, my furniture had never been moved and had only been delivered to one location since purchase, which I have evidence. I wish I had gone with another company because this is a very costly mistake choosing the wrong moving company.

Desired Settlement: I want my items repaired and a full refund.

Business Response: The foreman which led the team of men moving Ms. ******'s items has stated on several occasions that he did not cause the damages. The damages were preexisting. We have offered to Ms. ****** to settle this matter in small claims court. She has not indicated a decision on this offer.

****

Consumer Response:

Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 9304343. Regards, ******* ******

 

 

Business Response: We are currently in communication with this customer and providing the details she has requested to show her attorney.
 ****

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

The company retracted it's statement that I could not process an insurance claim and sent me a partially legible form only after I contacted the BBB. They know they lied and I have evidence there was no prior damage from a previous moving company because it has never been moved after delivery except by Excellent movers from unit 14 to 8. I have since had all my furniture fixed by master technicians at Jordan's furniture which I have paperwork since the incident. It was hundreds worth of damage and a replacement parts for two bed panels. I purchased the protection plan from the time of purchase which I am sure is not standard for most customers. This has been a nightmare and mega headaches having this company damage new furniture and expensive TV and Electronics. I am horrified that they lied and said it was all pre-exisiting from another moving company to avoid taking responsibility and processing an insurance claim? What if I hadn't purchased extra insurance or been under warranty for two more months with my soundbar? I would have been out over a thousand in damage and repairs. I have a witness that just the day before the move my new soundbar worth $499.00 was working. It's the principle of the matter that the public should be warned of shady and dishonest companies! I don't have money to waste and think this company should take responsibly and I want an apology. I also think they should refund the cost of the move as a customer service courtesy.  Thankfully, today we have the internet so I can file complaints with the BBB and warm the public using social media channels about my negative experience.

Very Truly Yours,
******* ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company offered to guarantee delivery dates of August 15, 16 17 or 18, 2012 for our items for an extra $450.00 on a move to cost $1190 without the guarantee. We accepted that offer, paid the extra $450, and the delivery did not take place until August 19, 2012. I had flown from Boston to Wisconsin to be able to help with the move, based on the guarantee, and incurred significant expense for hotel and airfare, but ultimately had to leave before the delivery took place.

Desired Settlement: I feel they should reimburse the $450 for the guarantee, as the service promised was not delivered.

Business Response: Ms. ******* stated she was available to receive her items on Sunday. We have offered her a refund of $150, which she has refused.

Sincerely,
****
Excellent Moving and Storage

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I stated that someone would be available to accept delivery, but I myself had to leave before any items were delivered.  I feel  a "guaranteed delivery date of August 15-18", for which a significant premium was paid, had not been fulfilled with the delivery on Aug 19.  What does a guarantee mean? 



 

 

Business Response: We asked Ms. ******* if she was able to accept her items on Sunday, 8/19. Ms. ******* stated that she was available to accept her items on 8/19. We offered $150 refund for her inconvenience.

****

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I paid the company $450 for a guaranteed delivery between August 15 and August 18.  This service was not provided.  Therefore the $450 should be refunded. 


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I decided to use Excellent Moving and Storage for my move from Providence RI to Durham NC based on fairly positive reviews on YELP. Initially, I received a quote that seemed to be a fair price and the customer service seemed to be very polite. Given that I was starting a new job, I had a specific final date of delivery in mind (June 27). Based on that, I chose an earlier date than I had wanted so that they could deliver it by that agreed upon date. This date was confirmed in 2 separate emails. I arrived in NC the day prior to the earliest possible move in date. After not receiving my delivery for the first 4 days, I called the company to just have an estimate as to when I would receive my belongings. This is when my weeks of torture dealing with this company began. After being placed on hold by one of the sales representatives, I was told that they would get back to me in 5 minutes. I waited for an hour, and never heard back, so I called again. At that time, the excuse that was given to me was that the out of state moving coordinator was out of the office. (this I later learned was a lie after hearing from ****, the mover, that the structure of the company is only the owner ***** *** with a few other workers in the office. There is no official out of state moving coordinator). I was then told that they would be contacting me the next day. The following day, I received an email around noon stating that someone would be contacting me shortly. Again, I waited, this time about 3 hours, and after hearing nothing, I called back. At this time, I demanded to speak to the supervisor, ***** ***. Rather than putting him on the phone, I was told that my belongings would be delivered by the end of this week or the end of the following week. This would be 3-10 days after the date that had already be agreed upon as the last possible moving date. At that time, I insisted on speaking to the supervisor, and explained that I would call every hour on the hour until I was able to speak with him. Again, they put me on hold and rather that letting me speak to him, they told me that my belongings would be loaded on a truck and would be delivered by the date agreed upon. I was still extremely upset that I could not speak to the supervisor, and demanded that he called me back. Again, no response. On the day my belongings were supposed to arrive, I receive a called from ****, the driver, stating that his truck broke down in NJ. Even though he had been in contact with the headquarters for hours, no one had the decency to call me to explain that I would not be receiving my belongings that day. I wasted hours at home awaiting the delivery. I called the office again demanded to speak to ***** ***, but the receptionists, Maya and Iris, made every possible excuse as to why he had not called back. Finally, the next day, my belongings arrived. Overall, the service from the actual movers was adequate. However, there was an end table that was intact when I left Providence, which now had 2 broken legs, one of which someone in the company had tried to wood glue back together. I obviously would not send a broken end table with the movers. But **** had said that the inventory sheet said it was Broken. (labeled BR). I certainly know that it was not broken in Providence, so I double checked the carbon copy that i had signed upon pick up, and sure enough, it was not listed as broken. This means that the documents were tampered with in order to make it seem like it was not the responsibility of the moving company. I have physical proof of this enethical act and would happily submit this as evidence. Now, an end table can be easily replaced. And had they been honest about it, and taken full responsibility for it, then I would not be this indignant. But after having wasted so much time dealing with the company just trying to have my stuff delivered on time (which they could not satisfy), I expected that with this unethical act, that I would finally be able to speak to ***** *** regarding my dissatisfaction with his company. I wrote a lengthy email stating that while I was concerned about the end table itself, my main grievances involved the lack of professionalism demonstrated on all levels of the company, and I insisted on speaking to the Owner. For 4 days, they did not even respond to the email until I had to spend even more time writing another email insisting on having all my issues addressed. The only response I received was an attachment with a damaged claims form, with no mention of any concerns regarding the doctored inventory form or any apology for the poor customer service that I have received. It has now been over 2 weeks since I first called, and I have yet to personally speak to ***** ***. The unprofessionalism of his company has wasted countless hours of my precious time. Time that I cannot have returned. The only person who has been at all helpful in this process was the mover, ****, who seemed to be genuinely apologetic and embarrassed when he saw the doctored forms. As a customer, paying large sums of money for a service, I believe i have the right to have the service provided in a professional manner. My expectations on not high, and the fact that I writing this complaint is evidence that Excellent Moving and Storage is a company that falls way below the minimum standard of what should be allowed as part of the Better Business Bureau.

Desired Settlement: My desired outcome in three-fold. 1. I believe I should be refunded the full amount of my move for several reasons. 1, my belongings were not delivered on time. 2, doctoring the inventory list to try to avoid responsibility is not only unethical, but likely illegal. 3, the number of hours that I have spent on the phone trying to simply speak to someone with authority cannot be returned. 2. I have the right to speak to the Owner, ***** ***. I should not need to call every few days and have another excuse be given by one of the sales representatives. I expect to have a phone call from ***** ***, and if I am unable to pick up, I expect to have a return number given so that he can formally apologize for the horrendous service that his company has offered. 3. I would like to see Excellent Moving and Storage's rating by the BBB lowered, given that the have altered documents in order to same themselves about $50. Their practices are unethical and given that i have written proof of this, they should be penalized for this.

Business Response:

The customer knew very well that Excellent Moving & Storage policy states that delivery of goods are up to 14 business days from the earliest available delivery date given by the customer. In this case June 21, 2012 was the earliest delivery date given by the customer, although he would not have been available anyway until the 27th as he stated.  The customer's goods were delivered on June 28, 2012 which is well within the time frame we agreed upon. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

First of all, I had many concerns that were not addressed regarding the move, the delivery date was only one. I had clearly stated in an email that the date was June 27. If they did not feel this was possible, then they should have said this was not possible.
Another complaint was regarding fraudulently doctoring inventory lists in order to make it seem like an item was already broken prior to the move. They have still yet to make any comment regarding this allegation.
Third, I have demanded to speak to the supervisor David Nir, and they continue to make excuses for why he has not called me back. This is inexcuseable for a company involved in customer service.

Regards,

****** ****

 

 

Business Response: We have repeatedly asked the customer to submit the damaged claims form and photos to us so that we can begin the damages claim process. The other supervisor of this company, Michael, spoke with the customer when the customer called his cell phone at 9:00PM last night.  I also returned the customer's call and left a message on his voicemail.

***** ***
President
Excellent Moving & Storage

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********
First of all, the company DID NOT repeatedly ask me to fill out a damage claim. I had to send a repeat email 5 days after my initial one to even have the company send the form. I am in the process of filling this out, but please be assured that the company did not at all take initiative on this matter. Second, I did call my mover *******, and this is because he is the only person at the office who has been at all apologetic about the nature of this move. However, ******* does not have any responsibility of all that has happened. I expect to speak to the highest possible authority in the company to discuss unethical behavior that has occured.
Third, yes, ***** did call once and left a voice message. His response was for me to send an email. I explained to him that these matters, especially regarding the integrity of the company needed to be dealt with over the phone. Since then he has neither returned my calls nor responded to my emails.

Regards,

****** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do not know how they still have an A rating with the BBB. At first the sales were extremely nice and helpful. The movers who came to load my belongings were also nice and helpful. But thats it they got my money and my belongings and all hell broke loose. it took them a month to deliver my things, which is fine because thats what they say is that it can take up to 21 days. However the driver/person unloading my things was the rudest and most unprofessional person I have ever met. He kept calling and updating me that he would be there on a certain day, so I took the day off from work, but he would call again and push it back another day. I lost at least 2 days of pay because of this. then when he finally made it he got lost and refused to listen to directions but instead demanded I come find him and let him follow me to my place. Once there he used foul language in front of my wife and 2 year old. He threw my things around as well as others things around. One time a table fell and he said" dont worry that wasnt yours". I had a grill broken and damage to furniture. Then my wife started taking inventory and he completely freaked out and blamed any missing things on the company not him. I am missing close to if not over 1000 in belongings. I contacted the company several times and since I did not have immediate access to a fax asked if I coul email them the forms and information. they demanded a fax. So I begged my boss to let use the company fax and he did. This was goodd until the fax they gave me was wrong and I had to continue to follow up with them until they gave me the right fax. Good thing I kept my broken belongings cause thats another thing they demanded from me was pictures of my broken things. I again had to follow up with them before they told me I needed the pictures. Now all my papers have been turned in and I have been waiting for 2 to 3 weeks for them to let me know what is going on. I have contacted them several times and all they can say is the insurance company is working on it. this has been going on since my initial move in March and its now June.

Desired Settlement: I would like to never again have to deal with them but I want either a full refund or the amount I have lost in belongs given to me in a timely manner, and not there time, my time which is now since I have been waiting so long.

Business Response: We apologize for the problems that occurred during the delivery part of your move.  For your information the driver that delivered your goods is no longer working with us.   In regards to the insurance claim, we have contacted the insurance company each time you ask and they have informed us that your claim is still being reviewed.  We also, have every intention of resolving this matter as quickly as possible.  Thank you for your patience and cooperation.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

 I will wait and see what I am being offered from the insurance group. I also sent over a second page and since I had to take it everywhere to try and get the paper to you it is now lost. You claim you do not have it and now I will get less from the insurance because of this. After talking to the investigator I also found out multiple lies that I was told. So Until I get my settlement I will keep this bbb case open

Regards,

**** *****

 

 

Business Response: The insurance company is working on it and has contacted Mr. Cades directly about it. Unfortunately, the customer has accused us of tellling lies, however, we do not do that at Excellent Moving & Storage, Inc.  We apologize for any miscommunication there may have been on our part.

Consumer Response:

the company has cost me time away from work and whether or not they will admit they lied or not they refused to accept my email claim after I had to hound them to give me the right fax number. I am getting a less amount in my settlement because they screwed me over with the claims forms and will not accept my dresser into the claim. I will continue to work with the insurance company and will continue to work on getting a just settlement. this company has caused me loss and harm in many ways and this is just unfair and wrong on so many levels.

unless they are willing to double the claim offer I have received I will continue this process


I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********[

**** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, my move involved from Quincy, MA to Sacramento, CA. Hence, my furniture was picked up by the Excellent Moving and Storage, Inc ( EM&S) team on May 16, 2012 and I was told during the finalization of order that it would not take more than 20 Business Days to deliver the goods. Also, during the pick up day, I was told by the supervisor that they will deliver the goods by latest June 08, 2012. However, during the followup session after goods pick up as per attached email, the EM&S team did not provide the exact date of the delivery. Instead, every time when I speak with them on phone, or email, they would say "your goods will leave our office today or tomorrow and arrive in CA in 7-8 business days. Moreover, the supervisor did not even made an effort to let me know the reason of the delay and didn't respond to my calls. It's been already 19 business days and the promised delivery date has been passed; however, my stuff hasn't left from Boston yet. I have already rented my apartment since May 24, 2012 and started paying the rent; however, I have still not move into my apartment and staying at my friend's place. Each passing day I am paying the rent without any reason. At the same time, EM&S is not making any effort to give me the exact date and time when will my furniture would arrive.

Desired Settlement: I would like to have the "Excellent Moving and Storage, Inc" to take the responsibility for the delay beyond the promised date and pay for my rent until the goods arrive into my apartment.

Business Response: The customer's goods were picked up on May 16, 2012.  At that time the customer fills out a form with the first date he/she is available to receive their items for delivery - in this case the dustomer stated he could recieve his goods as early as June 2, 2012 to California.  According to that date Excellent Moving & Storage provides an estimated amount of time (21 business days) for delivery from that date.  According to procedure and policy the estimated 21 business days have not yet passed.  The customer's delivery is on the schedule at this time.  The driver always calls the customer ahead of time to let him know when the truck will be arriving. 

Consumer Response:

Better Business Bureau:
 
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

As per attached email conversation, please note that your promised date for delivery of the goods was June 08, 2012. You can't count 21 business days from the earliest delivery date which was June 02, 2012. Per your conversation during the pick up you mentioned that the earliest date it would arrive by June 02, 2012 and by latest it would not arrive later than June 08, 2012. Hence, 20 business days has already been pass since the day of pick up. I can not held responsible for your delay and your inability to provide services as promised. Also, I am very disappointed with the manner in which you are still avoiding giving me an exact date of the delivery. Can't believe it already been 27 days since the pick up and you are still not still not able to have the stuff picked up from the original destination. 

Regards,

****** *******

 

 

Business Response:

Excellent Moving & Storage policy states that delivery of goods are delivered up to 21 business days from the earliest available delivery date given by the customer.  In this case June 2, 2012 was the earliest delivery date given by the customer.  We have proceeded according to our Long Distance procedure and policy and are within the desired delivery range.  If you do not understand the procedure you may call us anytime so that we may clarify it to you again.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I do not recall signing any agreement which states June 01, 2012 as the earliest available date. Also, no long distance movers policy and procedure was given to me which states such conditions. However, if you have any such signed copy, please provide so.   

Regards,

****** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Excellent Movers and Storage in March to help move me and my wife from Watertown, MA to Franklin, MA (April 26th to pick up my contents and April 27 to drop it off in Franklin). I talked to one of their reps (****) and gave him all of my information about the contents that I would need moved. He told me the estimate time for the total move would be 5.5 hours. The company is only an 1/8 of a mile away from my condo in Watertown and they never came to my house to do the estimate. This was all done over the phone. The day of the move, I was told they would be there between 3-5 P.M. and they showed up at 5:10 which is not a problem. About an hour into the move, the supervisor walked over to my condo and said that since I have more stuff, the number of hours it is going to take to move my things will be longer. No problem. He also said that the movers would be at my new house in Franklin between 2-4 P.M. on April 27th. Originally, we agreed that the movers would be at my house in Franklin at 2:00 P.M. on the 27th. My wife asked why and he said because we have more stuff than they originally thought. My wife said that does not make any sense since you are storing our things on the truck overnight and not using the truck for another move except ours. She also asked if we call around 12:00, could the movers come earlier. He said you can try but no promises. It took the movers 5 hours to move things out of the condo in Watertown. The lead for the move told us what the cost was and asked for a check for that nights work. We asked why since we were never told that we had to pay that night. He said his boss requires it. We paid them what the total of the invoice said and tipped them $20 each. (they had 3 movers to do our work) The next day (April 27th), we are at our new home in Franklin waiting for the movers. I called them at 3:30 to ask if the movers were on their way. The women who answered said she will call me back in 5 minutes. I called back at 3:45 asking if she got an answer and she said they just got back to the office and are going to be leaving shortly. I asked why no one called me to inform me and got no answer. I asked to speak to the supervisor and was told he is to busy to talk to me. I asked her to have him call me by 5:00 and she said he probably won't call you back because he is to busy and try back next week to talk to him but he may not be able to talk then. I then asked when are they leaving the office and she said very soon. I called back at 4:30 to see if there were an more delays and the women said they will be there in 10-15 minutes. After 20 minutes went by, I called back and no one answered. I tried right back and no one answered again. I asked my wife to call and they picked right up. The women gave my wife the drivers number. I called him asking how long will they be. He could barley speak English and could not understand me but said 30 -45 minutes since they were stuck in traffic. I asked why were they going down 128 to 95 to 495 and not 90 to 495 and he kept saying he could not understand me but the GPS is what is he is following. My wife called back and got **** on the phone. He said he understood her frustration and is going to get someone to help her. A women got on the phone and said that my wife could not talk to the supervisor because he was to busy. My wife told her this is not professional and needs to talk to the supervisor. The women said he is to busy and may be he will be able to talk next week. The receptionist said “I have another call coming in and need to hang up with you. Good Luck.” And click, she hung up” My wife was very upset. At 6:00 P.M., the movers showed up and unpacked the truck. I helped here and there but by 8:00 P.M., they were done and asked if we needed help setting anything up. I said no. The lead then said lets go over the bill. I told him I am not paying until I talk the supervisor. He said that would be a problem since the supervisor is gone for the day. I told him we are not going to pay until he gets his supervisor on the phone. He said that he can't and we have to pay. I told him I will tip him and the two other guys and to call me tomorrow and we will work this out with him and his supervisor. Then the lead tells me he already paid for this job to his supervisor. I asked him if he was a sub and he said yes and no. The lead then said his supervisor told him to charge us for 7 hours because the clock started at 4:00 P.M. (in the contract we were told there is a flat $99 travel time, and the fact they left at 4 (when they were supposed to be at our new home by 2-4 and they hit rush hour traffic also is not our fault) I told him I was calling the police. Once the police showed up, we told the officer what was going on and he asked the lead why he is charging for 7 hours. The lead told the officer that his supervisor instructed him to do that but he understands why he should only charge for 3 hours (travel time was a flat rate of one hour charge to us when I made the original arraignments with **** who put that into the estimate). The lead then said if the police gave him a report that they were called, he could go back to his supervisor and tell him why he didn't get paid. This was obviously not the first time this has happened, seeing that they just wanted the police report to protect them from their boss and all was good after that. And they didn’t flinch when we called the police. I paid the movers for three hours (2 hours worked and the $99 travel fee) and tipped each mover $20 each.

Desired Settlement: I want a billing adjustment and given cash for the adjustment for the hassle the women put us through and want their BBB credentials to be looked at and lowered from an A+. I have read a lot of yelp comments and realized there are a lot of bad ones about this company.

Business Response:

On April 26, 2012 Excellent Moving & Storage, Inc. provided moving services to Mr. *****.  We picked up the
 
items from Mr. *****'s home in Watertown, MA and stored it overnight for him at our facility. The following

day we delivered the goods to him in Franklin, MA. The original estimate we provided to him was based on

what he told us over the telephone (he had double this amount when we arrived at the location). This written

estimate was sent to him to review prior to the move. It includes all applicable fees, charges, policies, rules

and regulations. The definition of travel time is also clearly stated, in addition to, the fact that a move in the

afternoon may be delayed due to jobs earlier in the day that get backed up. Mr. ***** does not seem to

understand that we charged only for the time it took to do the actual move (it took longer because he had

more items than he originally stated). Travel time was charged at the flat rate he was quoted. Furthermore,

we do not use subcontractors. Mr. ***** called the police because he did not want to pay for the move - he

still has a balance on his bill. No refund is due at this time.

 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

We wanted to reply to the response provided from Excellent Movers.  We paid the amount that was due and there is nothing outstanding, however that is not our concern on this.  The biggest concern we have is how we were treated by the office staff during this experience.  No one could help us, give us any information on the move, no notifications of time frame of when the movers were coming after they were running late.  We understand things may get delayed if there is a job before however to be 4 hours late and no call to notify us is not acceptable.  And that being said when we called the office and inquired, we didn't receive any helpful information and then we recieved mis information, stating the movers would be there in 10 minutes when in fact they were still over an hour away.  During this time, the receptionist kept telling us the manager is too busy to talk to us and wouldn't take our calls.  And then the final problem was being hung up on.  This is very unprofessional and a very poor way of doing business.  We really want an apology and put this to rest.  But this should be brought up because again, this is not an acceptable way to do business when you are client facing.  We are asking for both an apology from Excellent Movers.  

Regards,

**** *****

 

 

Business Response: We understand that moving is a stressful time and apologize for any inconveniences you may have had.   If you are interested in putting this matter to rest you may call us and settle the bill directly with Excellent Moving & Storage, Inc.   

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

We have tried calling them and they will not return our phone calls or give us the supervisor to talk to.  We want a formal apology, come money back and we want their A+ credentials through the BBB to be downgraded and this complain to be made public through the BBB website.  Are you saying there is nothing else you can do? ]

Regards,

**** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early January 2012 I contracted with Excellent Moving to move my belongs from Arlington, MA to Glendora, CA. I spoke with them numerous times on the phone and via email and they agreed to allow me (via exception) to pay for my move by credit card. The move of my belongings was supposed to take a maximum of 14 business days but I was told it generally takes about 10 business days. My things were picked up on January 25, 2012. My difficult experience began on that day when the agent gave me a hard time about my credit card payment. I told him I had completed a pre-authorization credit hard payment though he demanded cash payment. Eventually that worked out and I paid 70% on my credit card. He told me I would receive a call 4 days later with an estimated arrival time of my belongings. I never received a call. I called 3 times and was promised a call back every time but never received one. Finally they told me that my belongings would arrive in 5-7 business days. This was much, much quicker than I expected. While this was great news, it meant I had to drive night and day from Massachusetts to California to get there in time to receive my things. I did that and then when I arrived I started calling again to find out the status of the arrival and suddenly it was going to be another 4-7 days on top of the previous 7. I had been given incorrect information from the start. Then they told me the driver would call me one day, then another day, then another day. Finally on day 15 the driver called me and said me might not be able to come and he would not deliver my things unless I paid cash. He was attempting to hold my things hostage in spite of the fact that an agreement had already been made and papers signed. And they sent me an email threatening to not deliver my things unless I paid cash since I told them I was going to file a complaint against them. They cannot seem to keep their word even though I signed papers with them. On the 16th day at 7pm my belongings were finally delivered and I was forced to pay cash even though signed agreement was made that credit card would be taken. I was told that my belongings would be held unless I paid in cash. When I received my items, most of the boxes were upside down, in spite of being clearly marked. Many of the boxes were broken and destroyed with the contents spilled out. They have not yet been unpacked to determine of the items were damaged but given the condition of the boxes it would not be surprising.

Desired Settlement: I am shocked, appalled, disgusted with the service, lies and everything else associated with this company. I believe I deserve a refund for all of the stress, lack of service, failure to honor their agreement and their treatment of me.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintMy contract (attached) did not indicate that it would/could take longer than 14 days for my items to arrive. The company gave me repeated and conflicting information. First 5-7 days, then 4-7 more days, then they didn't know. Originally they did tell me my verbally that my shipment would take about 10 working days but no longer than 14 days but they only told me this after I kept asking.  Then they told me the policy was no longer than 14 business days.  Additionally, this does even take into consideration the many other issues - the service problems, lack of returned phone calls, incorrect information, delay of arrival and I have started to discover broken things in the crushed boxes.

 

 

Business Response:

Dear BBB,
We have our documents to show otherwise. We see this case as closed and solved.  Thank you.
*** *****Excellent moving and storage inc.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintNothing about this issue has been resolved yet or even addressed. Regarding the timeline for moving my articles, I received nothing other than what I submitted with this complaint, which means I was either repeatedly given incorrect, misleading or false information. And this was not the sum of my complaint. I also explained that the overall service was very poor, the responsiveness to my concerns and the damage to my items, etc. I'm unclear how any response made at this point has made any attempt to resolve my issues.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/13/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the company, asked them for an estimate to move me from 1 apartment to another within the city limits. I was told it would cost $280, which I had to pay up front and additional time would be charged on the day of service. The $280.00 covered a 2 man crew for 2 hours. The day before the move I received an order confirmation where I was told to pay an additional $70.00 for travel time. During my initial phone call when I booked the move I asked if there were any additional fees or charges and was told that I was all set. I was told I had to pay the travel time as well as any additional move in cash the next day, this was 12 hours before the movers were supposed to be at my house. I feel the company was deceptive in their original explanation as well as the follow up phone calls I made to check in (twice), at no time were travel costs ever mentioned. Additionally, the company had no record of my payment from April when I booked, I had to submit proof of payment the evening prior to my move to make sure I didn't pay extra. The 2 gentlemen that came to move me also had no change for me upon payment. I over paid by $5.00 with no way to get change at the time. The drivers were 35 minutes late to my house (outside of the 2 hour window I was given), I informed the company I had to be out of my apartment by 9am, an obligation I didn't meet due to their late arrival. I was told to make up for my inconvenience a 3rd mover would be added to my work crew, the manager came and got that person after 30 minutes at my house. While the movers themselves I feel were excellent, the customer service and back office dealings were less than stellar, I feel I was mislead and put into a corner due to the last minute nature of the charges and notificiation; I had no choice but to pay the fees and was promised to be contacted with regards to a reimbursement, I contacted the office (again!) and they feel I was compenstated by only charging .5 hours travel time as opposed to 1 hour. According to google maps the travel time from the office to my old residence should have been 11 minutes and they intended to charge a full hour of travel time

Desired Settlement: I would like to be refunded $75.00. $5.00 that I am due as change from the day of the move due to the lack of change the driver had on his person. I feel the $70.00 I was charged for travel time fees was unfair, unexpected and deceptive as this was 12 hours prior to my move and I had to way of making alternative arrangements.

Business Response: Excellent Moving & Storage, Inc. is a professional moving company and has moved many residential and business customers locally and long distance for many years.  Our policy is the same and reflects that through the confirmation letter (that the customer refers to).  It explains everything in detail including what travel time is and that the quote we give is only an approximation of the actual costs at the time of the move.  The deposit was required to hold a space for her move as it is a very busy time and we cannot guarantee the spot without it.  Apparently the customer did not read her detailed confirmation letter.  The confirmation letter clearly states all the issues that she is trying to accuse the company of not informing her about.  At anytime if she was confused by the charges she could have referred to this confirmation letter.  Travel time is mandatory in Massachusetts and, again, it is fully explained in the confirmation letter.   Lastly, the movers do not carry cash on them.  We will not be able to refund any money at this time because we lived up to the terms of the contract.   We understand that moving is a stressful time, however, it does not give a customer the right to lash out and accuse us of things that are just not true.

Consumer Response:


I have reviewed the response submitted by the business regarding my issues and/or concerns referenced in complaint #*******.

 

I am accepting the response to this complaint due to the fact that I feel the issue will never be fully resolved. Although I appreciate your prompt response, I don't feel it is fair for your business to accuse the customer of "lashing out" when I clearly stated facts, not assumptions or feelings. I do not agree with what was stated; as I said in my original complaint things were NOT clearly stated in the estimate with regard to travel time.  For the movers to not have a few dollars cash on them when cash or check is required for payment also does not seem logical. I did not receive a confirmation of my original deposit in April; if I had received the confirmation at this point, I would have been aware of the travel time and likley this entire situation could have been avoided.  I only received a confirmation letter 12 hours prior to my move, which had my internet had been shut off I would not have received. I will not pursue this issue further as we will never agree on the series of events. Personally, I feel the lack of customer service skills I had previously experienced is displayed here in your reply.

Regards,

 

******** *** ***********

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used Excellent Moving for a cross country move from ****** to *** ********* during July 2011. The experience was a nightmare every step of the way. Details: 1. Pickup was never confirmed. I had never signed an agreement... nothing. The movers showed up at 9am (July 5) to pack my apartment, and said they could not return later in the day. The pickup was therefore hectic as i was forced to pack as they moved things out. 2. I was given a delivery date of July 14 when i booked my move. I received no contact or notice until that actual day (July 14) that my delivery would be late... AND in fact, it had never even left the start location. I was informed late in the day on July 14 via email after calling several times in the previous few days to ask for a status update (without getting any information). Because they had not told me how late they would be... I was forced to go out and buy new clothing, etc. for the new job I was starting (since they told me they would reach my new home the week BEFORE the new job). 3. I called and emailed several more times to understand the cause of the delay and to try to figure out when i might expect my belongings. Company would not spend longer than 30 seconds on the phone saying "They would get back to me". Eventually i got an email that said i should receive my things on that following Friday (July 22). 4. In the following week i called again to see if my belongings had left ****** and if i might be able to get an update on the movers location. No response from the company. Also no apology or response to my emails/calls. No effort to ensure that i was satisfied given the issues thus far. No discount, nothing. I had even stated that i would be filing this complaint... and they still did not call to try to get things on the right track. 5. The movers FINALLY arrived, days later than expected (not Friday... but instead on Sunday July 24... 19 days after pickup). They called me 1 hour before they were expecting to arrive at my home for delivery. Essentially no notice... 5. They damaged my expensive new road bike. I asked several times that they be very careful with it and pack/move it delicately. I explained that it was very valuable and that of all my belongings, i ask they they not damage the bike. As it turns out, they damaged it... including scratches to the paint, ripped handlebar tape, broken handbrake, and bent handlebar! I called to inform the supervisor immediately and he said to send him an email... I sent him the details including pictures right away. I have received no response. This is likely to be a $500 repair if the handlebars need replacement. Overall, the entire experience was a nightmare. While the people that physically moved my stuff were fine, the supervisor (*****) is completely unorganized, does not respect his customers, and is totally unresponsive. Every step of the way, something was wrong. No confirmed pickup (i.e., i never signed anything to confirm i even finalized the move with them. I never signed anything that said, we can pickup/deliver your stuff whenever we feel like it)... no status update... extremely LATE delivery (1.5 weeks later than told)... DAMAGE to expensive item... unresponsive, uninformative, no customer service AT ALL. I will be shocked if they pay for my bike repair.

Desired Settlement: I believe i am owed a massive refund given the delays, and poor service. I ALSO believe they should cover the repair cost for the damage they did on my bike. I paid them $1,340 total for the moving service.

Business Response: Excellent Moving & Storage, Inc. is a professional moving company who responds to all it's customers questions and needs. We do our best to communicate with the customer by, initially, sending a confirmation letter that the customer reads and signs and returns back to us. This letter provides details of the move along with the rules, regulations, and policies of the company. Every step of the way we contact the customer and confirm what is going on. If the customer had read and returned the letter she would have understood that we book the job with a deposit beforehand and confirm the move the day before the move. She also would have understood that we never guarantee a delivery date for a cross country move a week later. This fact is made clear from the beginning of the move and is clearly stated on the letter. Our policy for any damages is that the customer sends photos and a letter as to what these damages are so that we can submit it to the insurance company if need be. The customer seems to be upset over something and unreasonably has taken it out on us. Our policies are clearly stated on every document that the customer sees and signs. In addition, the owner makes himself available at all times, especially when certain circumstances arise as in this case with a long distance move. Her concerns have been addressed but she is unwilling to see the facts in this case.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. First, to clarify... I have several distinct complaints about my experience with this business (as delineated in my initial complaint submission). Hence the reason it is even worth my time to submit this. I have never submitted a service complaint or even bad review to any organization before. I am a well educated business professional, I am cerainly not spouting out complaints because i "cannot understand the situation". (I resent that that was even implied in the business' response). The issues in no particular order: (1) Damaged item: I have sent the information along with pictures. After several days i have not received a response or acknowledgement from the company. (Not even a verbal apology, i.e., "Sorry, we'll review the information and get back to you with a resolution". No email response. Nothing.). Also, the mover feigned innocence after i heard him drop my bike on the stairs. I strongly suspect this caused PART of the damage and when i asked him, he just gave me wide eyes. (2) "The letter i signed" and understood about the moving timeline: I did NOT sign this letter. (Perhaps it was spam filtered? I dont know... but cut and dried i never signed anything). I also never spoke with anyone to even confirm the project. I called in late June to book the move, I was told that my items would arrive at their destination July 14 and was told i would be called closer to that day with updates. From this i understood there was some lee-way in the arrival date, and that i would be kept posted about delivery timing. That was totally fine, no problem. The next exchange i had with the company was the arrival of movers at my door first thing in the morning on July 5. (The foreman asked if i signed a confirmation and i had said no). Again to clarify, there was verbal scheduling during the first phone conversation as i mentioned. No time of pickup was discussed, and no confirmation signed following the booking. To spell it out, i DID NOT SIGN the document informing me that they could deliver my belongings whenever they got around to it. If i had, this would be less of an issue. (3) Poor customer service around time of expected delivery. I called more than once in the days before July 14. No one had called me with a timing update, so i proactively called and asked. I was told, more than once, that David would get back to me. My first few calls elicited no reply from David. I finally receive an EMAIL on July 14 at the end of the business day explaining that there was a huge delay. My items had not even left ****** yet and they would be leaving in 5 days! The reluctance to provide me an update indicates a scheduling issue where something went wrong OR the practice of the company to delay the departure as long as possible before filling the truck to capacity. I believe that these were both factors in the delay...but regardless, if the company had everything running smoothly, why not just provide me the basic update information? Why not speak with me on the phone? Why send me a shady email at the very end of the business day? Likely to avoid confrontation...and because they didn't know what was going on. (4) Poor customer experience in the following 1.5 weeks: Again, no reasonable arrival timing updates were given to me. I got one missed call (no voicemail) from whom i assume was the truck driver. I called back, he seemed confused, but said he was on the road (after not speaking for about 30 seconds, explaining that he was hiding the phone since he was talking and driving (illegal)). I called this same number back twice in the following days to get an update. The response was "i'll call you when i'm close". (5) Literally, 60 minutes of notification for the movers arrival at the final destination. They couldn't have called the evening before to say, we'll likely arrive in the next day or two?! Give or take the huge delay issue (July 14 to an actual arrival of July 24), how do you justify the complete lack of customer service? Not responding to phone calls, voicemails, emails? None of these were rants, there was no swearing, no screaming. Simply a customer trying to get some information. No one even willing to say "Let me try to help you" or "We acknowledge your message". ZERO effort in smoothing over an unhappy customer. I felt like i was dealing with a 7th grader, too immature to talk to a customer and provide the "excellent" service they claim. I used the term "urgent" to try to get a response from them, and there was just nothing. And they damaged my bike, there are pictures to show that.  

Business Response: Complaint ID#*******    First of all, Excellent Moving & Storage does not ignore it's customers complaints. We have been in business for many years and have made many people happy by moving them locally, as well as, across the country and even internationally. The damages that the customer complains about are being taken seriously - it is being reviewed along with our insurance company. It is likely to be resolved shortly, however, the full refund for the move is highly unlikely, due to the fact that we supply everything in writing and delivered the goods well within a couple of weeks of the pick up. The truck driver has not even returned to Massachusetts for us to talk to him about the situation. Like we noted before, our policy is to do everything in writing. We e-mailed the confirmation letter ahead of time on June 23, 2011 to the customer and it failed to come back to us signed.  In addition, our sales people are trained to let the customer know that a service quote/order/confirmation letter will be e-mailed to them and that they should read it and sign it or make any changes first. Although it was not returned to us signed we still confirmed the move and noted that delivery time for a cross country move is never guaranteed a week later. Our communication system and policies establish direct contact in writing to the customer. The move was made in a timely manner and we contacted the customer letting her know the delivery policy. At this time we will not offer any refund for the move. The damages will be handled according to the terms of the contract

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. Excellent Moving & Storage, Inc. is a professional moving company who responds to all it's customers questions and needs.  We do our best to communicate with the customer by, initially, sending a confirmation letter that the customer reads and signs and returns back to us.  This letter provides details of the move along with the rules, regulations, and policies of the company.  Every step of the way we contact the customer and confirm what is going on.  If the customer had read and returned the letter she would have understood that we book the job with a deposit beforehand and confirm the move the day before the move.  She also would have understood that we never guarantee a delivery date for a cross country move a week later.   This fact is made clear from the beginning of the move and is clearly stated on the letter.  Our policy for any damages is that the customer sends photos and a letter as to what these damages are so that we can submit it to the insurance company if need be.  The customer seems to be upset over something and unreasonably has taken it out on us.  Our policies are clearly stated on every document that the customer sees and signs.  In addition, the owner makes himself available at all times, especially when certain circumstances arise as in this case with a long distance move.  Her concerns have been addressed but she is unwilling to see the facts in this case.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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