Erroneous Charges, extortion, failure to provide compensation for damages
CV&S moved me intrastate in May 2015 from ****************************************************** Waxhaw. The complaint includes lies and last minute changes that cost me time away from work, and actual money. Now, three weeks after the move, I received a **** for $******* which they are using as extortion before fixing the damage they caused to my furniture.
(1) Salesman ******* gave me an estimate 4-5 weeks prior to our move. I accepted that estimate a week or two later. ******* acknowledged that, but never sent a confirmation. When asked, he said not to worry (I have the emails.) A week before the move, he says they have to move the pickup date to Saturday, May 9 from Monday May 11, causing me to have to take off work (I am in sales) to finish packing. Too late to find another mover.
(2) Parent company Mayflower moved me interstate 18 months prior, so they have records of my furniture. I noted CLEARLY to******** on phone AND the day he came for the estimate that I would need the largest CV&S truck. He agreed. I did not receive the largest truck, as confirmed by the crew chief. He told me that he had a "priority" move and the larger truck was to be used there.
(3) The crew that packed our items was not the same crew that delivered our items-I was told that crew was working the "priority" move.
(4) The initial crew didn't organize the hardware associated with the furniture. I had to personally pack it as it was laying all over the house. Luckily I was able to identify most of it, but it took additional time to identify it all.
(5) The initial crew chief, upon realizing that our items would not fit, said he would personally come back Sunday, then said Monday. Not only did he not come, there was no record for another truck to come. Had I not called, CV&A would not have come. Ultimately, I got two "freight" guys they cobbled together.
(6) The initial crew left many heavy, expensive items at our house, and not on the truck. The 2-man crew was not well equipped for such heavy items. Fortunately, nothing broke, but they were slow.
(7) Delivery crew had a hard time finding furniture hardware as they didn't pack it, and the original packers, as I mentioned above, were sloppy, likely because they knew they were not coming back. NOT having taken the furniture apart, and trying to figure out the unmarked hardware, was time consuming for the new crew.
(8) The delivery crew chief, upon signing our final documents, said I didn't have any time overages, and that the amount I signed for was the amount estimated. In all the turmoil, that made it easier for me to sign.
I thus paid the **** in full, identified the visible damage, and the crew chief logged it in. After unpacking and moving items, further damage was uncovered. One was on a wall where they conveniently put a large artificial tree décor in front of. The other was the leg of an Ethan Allen dining room chair. I have the broken pieces. They never reported it to me (it's a solid wood chair - hard NOT to know when you damage it.)
Now, three weeks later, I get a **** for ******* apparently for time overages. When I told them the story, the botched move, the wrong truck, the missing truck, the work time missed, the ill-equipped movers they cobbled together, they didn't care. They said they would NOT fix our damaged furniture until we paid this erroneous ****.
Moving companies have their customers by their throat, and develop ways to intimidate and conceal their unfair practices. They blame it on their procedure, they say they try their best to accommodate but can't always... Regarding the hardware being scattered, my contact, ***** ****** IV wrote, "sometimes customers get in the way and don't let us do our job....... And make it take longer..... I don't know...I wasn't not there." He actually wrote that in an email!!!!! So essentially, he is blaming me, but can't because he wasn't there. Of course, when it comes to them NOT sending the second truck, my contact, ***** ****** IV tells me he doesn't have a record of that. How convenient. But ***** still wants to extort me for extra money and he doesn't have proper records of the facts.
Not only are the charges wrong, its extortion and it could impact my credit score. After all is said and done, CV&S owes ME money for the hotel we had to take because our furniture was gone two days early, for the extra kennel time for my dog, and for the time I had to miss work because I had to pack because of their change in schedule.
I believe CV&S has to remove the charges, assume me there **** be no credit impact, fix all my furniture and property damage, and send me a check for $220 for the hotel, travel, and kennel for my dog.
We have thoroughly investigated all of the points raised by Mr. ****** and did discover that there was indeed a clerical error on his invoice and adjusted it accordingly. We take claims of this nature quite seriously and, while it was regrettable that a billing error was made, we are thankful that it was brought to our attention and that we were able to rectify the situation immediately. As a good faith gesture and admittance of our billing discrepancy, Mr. ****** was refunded he was owed at a rate of four times the billing overage.
A few of Mr. ******'s belongings did experience some minor damage during his relocation, and as stated in his complaint, his claim could not go forward until his open balance was settled. Upon rectifying the invoicing error, the claim process was initiated and is now nearing completion.
Lastly, to address Mr. ******'s complaints regarding perceived service failures, we must politely disagree. Our customers are treated with equal deference and respect and we do not have a classification for "priority" moves. Mr. ****** was provided with the largest truck possible (a 53' foot trailer) and while his relocation date was moved at the request of Charlotte Van & Storage Mr. ****** was agreeable to this and was not charged overtime rates for a weekend move due to the fact that it was for the convenience of Charlotte Van & Storage. With regards to the parts from disassembled furniture, our crews are trained to disassemble and leave hardware in place until all hardware can be collected at one time. Each set of hardware is then placed in its own bag and included in a parts box for reassembly at delivery. While it may have been the customer's perception that this was disorganized or ineffective, the method for conducting disassembly in this manner ensures that all parts travel together and aren't misplaced or lost.
In short, we have addressed Mr. ******'s complaints in a fair and equitable manner and while we apologize that his relocation did not meet his satisfaction, we are confident that we have made every effort possible to address his concerns and complaints.
(The consumer indicated he/she ACCEPTED the response from the business.)
While CV&S did monetarily compensate me for their mistakes regarding billing, it was only because I discovered the discrepancy, and only after having to fight long and hard to receive any compensation. The truck that was sent was NOT the largest truck, as I recognized and as was told to me by their own driver. I DO NOT agree with that statement they made. I would suggest potential customers specifically ask CV&S sales for a clear commitment on truck size, in writing. I would also suggest potential customers specifically ASK CV&S that they receive the SAME crew for pickup and for delivery and GET THAT IN WRITING. the fact that I received different crews (and the first crew knew they were not unpacking) caused the said confusion regarding hardware. Again, the unpacking crew noticed and commented about how unorganized everything was. But, the final resolution was satisfactory.