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Vermont Moving & Storage, Inc.

Phone: (802) 655-6683 Fax: (802) 264-8521 View Additional Phone Numbers 276 E Allen St Ste 6, Winooski, VT 05404 http://www.vtmoving.com

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Description

Vermont Moving & Storage, Inc. provides local and long distance moving and packing services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vermont Moving & Storage, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

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

Factors that raised the rating for Vermont Moving & Storage, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review on Vermont Moving & Storage, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1

Additional Information

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BBB file opened: April 20, 2010 Business started: 01/05/2006 in VT Business incorporated: 01/05/2006 in VT
Licensing, Bonding or Registration

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:

Federal Motor Carrier Safety Administration
87 State Street, Room 305, PO Box 338, Montpelier VT 05601
http://www.fmcsa.dot.gov/about/contact/offices/displayfieldroster.aspx
Phone Number: (802) 828-4480
Fax Number: (802) 828-4581
The license number is 590583.

United States Department of Transportation
1200 New Jersey Ave, SE, Washington DC 20590
http://www.dot.gov/
Phone Number: 202-366-4000 / TTY = 1-800-877-8339
The license number is US DOT #1596307.

Type of Entity

Corporation

Business Management
Mr. Robert Morway, President Ms. Jennifer Morway, Vice President
Contact Information
Customer Contact: Ms. Jennifer Morway, Vice President
Principal: Mr. Robert Morway, President
Number of Employees

7

Business Category

MOVERS PACKING & CRATING SERVICE STORAGE-HOUSEHOLD & COMMERCIAL MOVERS-INTRASTATE MOVERS-INTERSTATE Used Household and Office Goods Moving (NAICS: 484210)

Industry Tips
Hiring a Mover - 5 Tips - Video Moving Read Before You Sign

Customer Review Rating plus BBB Rating Summary

Vermont Moving & Storage, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 276 E Allen St Ste 6

    Winooski, VT 05404 (802) 655-6683 (802) 527-8200 (802) 253-2220

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (802) 253-2220(Phone)
  • (802) 527-8200(Phone)
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Complaint Detail(s)

11/29/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had scheduled the moving company to move my belongings on Nov 1, 2011. They could not give me a time estimate because they had a client before me in the morning. I said that was fine and explained that I would be at work about an hour away. I was told that I would be called when the workers began loading my van- which would give me well over an hours notice to leave work and meet them at my apartment. I was called at 12pm that day, by the movers who were AT my apartment. I was still at work, obviously, an hour drive away. I asked why they had not called me earlier and they said it was a misunderstanding. I called my landlord who came over to let them in, but the movers had gone to a local restaurant to eat. I arrived an hour later and they began moving my belongings. When they collected the bill, they said they were giving me a 45 minute "discount" to make up for the misunderstanding, which doesn't even factor in to my bill. They left at 1:45pm and charged me from 10am to 2:30 pm- including the time that they sat at a restaurant while I drove upset to meet them! I was uncomfortable arguing the price with the 3 men so I paid, hoping I could straighten out the overpricing later with management. It was a very stressful and uncomfortable situation. I contacted the business and spoke to the same person about my complaint that had said I would be called on the 1st, they said they would look into it and get back to me. Nobody called me back!

Desired Settlement: I would like a refund of $145 for the hour that the movers waited for me while I had to drive to meet them because that was NOT the service agreement. I tried to handle this directly with the business, but they did not respond.

Business Response: Good morning *****,

First I would like to apologize for the guys not calling you when they began loading the truck.  They should have done so, and I apologize for this.  I have your file in front of me and ****** called and left a message at ******** on 11/9/2011 after speaking to the guys that were on your job and did not receive a return call from you.
 
I have gone through the file and spoken with the guys.  After looking at your file and the items, I would have estimated the following time to complete your job

Driving time (port to port) - 2 to 2.5 hours (1 hour to Jeffersonville and 1 hour back to Winooski)
Loading time - Pulling containers, checking off Inventory and loading onto truck - 1-1.5 hour
Unloading time - Delivering items into your new home -1 -1.25 hour
Total estimated time:  4 to 5.25 hours
 
Your paperwork shows that you were billed for 4.5 hours.  I believe the guys billed for the correct amount of time, they just did not show it on paper well.  They should have showed start and stop times for loading, driving, off time, unloading and drive time again.  I also looked at your paperwork for your move into storage from St. Albans.  St. Albans is closer to us than Jeffersonville, but the time billed to drive, pick the items up, drive and deliver into storage was 3 men 4 hours.
 
I do not want a customer feeling as though they were over charged or not happy with their service.  Please let me know if you have any questions regarding this explanation or if I can further assist in any way!
 
Thank you for using Vermont Moving & Storage, Inc.  We value your business!
 
 

********
Vermont Moving & Storage, Inc.
www.VTMoving.com
***** ********
***** ******** ***** ******** ****** *** *** ** ******** ** *********** ** *** ******* ***** ****** *****************************************************************************************************************************************************

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 # *******.
First of all, the response states that I received a return call from the business, which is absolutely not true.  Secondly, I am very clear that I was billed from 10am to 2:30pm, which INCLUDES the full hour that the employees were NOT delivering my service because of a miscommunication on their end. I am not even bringing into the "complaint" the fact that my piano was damaged during the move AND that 2 of the movers played the piano for at least 10 minutes, all of which I was billed for. I am contesting the hour that I drove to meet the movers while they sat and ate breakfast. Finally, I will say since the business referenced my first move with them, that I was grossly underestimated at that time- Jennifer reminds me that I was billed for 4 hours when I was in no uncertain terms estimated at 1 and 1/2 hours. The only reason I used this company the second time is because THEY HAD MY BELONGINGS. I am VERY dissatisfied and I want $145 of my $666 back.

Regards,

***** *****

 

 

Business Response: Good Morning,

Our office will be sending a check to you for the amount of $145.  This check is being sent as a good faith gesture.  I am sorry that you feel you were overcharged.  I do understand that the guys wrote 10 to 2:30 on your bill. They should have broken out all of their time.  If you think about the time it would take to complete your job, you would see that 4.5 hours is a very reasonable amount of time.  This job could never be completed in 3.5 hours, especially when there is 2-2.5 hours in driving time alone and you had 3,500 pounds of household goods to be moved.  As for your first job, the work order shows that you were quoted 3.5- 4 hours over the phone.  St. Albans is a little over an hour of driving time alone (there and back), and that is without picking up your items, inventorying them and bringing them into storage.  On top of that, we have a two hour minimum charge, so no one would be quoted an hour to an hour and a half. 

As far as damage to the piano, if you have any damage to any items delivered to your home, a claim should be filed.  This is the first I am hearing of this.  I do show on the original inventory when it was picked up that the piano had a "corner chipped" and "RS" - Rubbed and scratched.  This damage was on the piano when it was picked up on 6/29/2010 and noted on your original inventory that you signed.  If the piano has further damage than this, please let me know and we will have it repaired.  The guys are required to test the piano once it has been set to verify that it is in working condition and mechanical damage has not occurred.
Please feel free to contact me directly regarding any damages you would like to claim to your items.  Again, I am sorry that you feel you were over charged and hope that the explanations I have provided help explain our point of view.  A check is being mailed to your ************** ******* today.  Please let me know if I can further assist.

Sincerely,
********

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

***** *****

NB: ***** ** ** **** ******** ** *************** ****** *** ** ** *** **** *** ******* ** ******

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