BBB Accredited Business since

Elite Moving and Storage

Phone: (847) 675-8701 View Additional Phone Numbers 3419 Howard St, Skokie, IL 60076

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Elite Moving and Storage 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 13 factors. Get the details about the factors considered.

Factors that raised the rating for Elite Moving and Storage include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 59 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

59 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 13
Delivery Issues 6
Guarantee/Warranty Issues 1
Problems with Product/Service 37
Total Closed Complaints 59

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Elite Moving and Storage
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 5

Additional Information

BBB file opened: July 24, 2007 Business started: 12/11/2006 Business started locally: 12/11/2006 Business incorporated 11/03/2006 in IL
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:

Illinois Commerce Commission
160 N. LaSalle St., Chicago IL 60601
Phone Number: (800) 524-0795

Type of Entity


Business Management
Mr. Dan Smith, Customer Service Rep
Contact Information
Principal: Mr. Dan Smith, Customer Service Rep
Number of Employees


Business Category

Movers Moving & Storage Company Used Household and Office Goods Moving (NAICS: 484210)

Additional Information



Customer Review Rating plus BBB Rating Summary

Elite Moving and Storage 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

  • 3419 Howard St

    Skokie, IL 60076 (888) 354-8329


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

11/29/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service
11/15/2015 Billing/Collection Issues
10/26/2015 Delivery Issues
9/21/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: In July 2014, I was offered a position in Los Angeles and had to leave ******** I obtained several quotes for shipping my materials including a quote from*************** from Elite Moving & Storage INC. The quote was based on an itemized list of items from my one bedroom apartment; 10 items, 40 pieces, 285 cubic feet, 1995 lbs. Items listed were 1 book case, 40 medium boxes, 1 desk computer, 1 double dresser, 1 floor lamp, 1 queen mattress, 1 microwave oven standard, 1 night stand, X XX-XX inch flat screen tv, and 1 vacuum. In July 2015, I reach back out to Elite Moving & Storage INC to schedule a pick up.******** no longer worked for the company so ************ became the new moving consultant for my move. I coordinated with ***** to have my items picked up from ****************** facility in ******** Since I did not reside in ********my cousin ***** Reason would ensure that the movers had access to my storage unit at Cube Smart. The payments for the move were distrubuted into three smaller payments (30%) $447.16 was due to reserve the move, (50%) $767.63 was due at pick up, and the remaining 20% would be due at arrival in Los Angeles. My mother, ****************, provided her card information and authorization form for the first two charges to be made. ***** met the moving team on Saturday August 8th, 2015 and began moving my items into their truck. After the items were loaded on the truck, the total amount of my estimate was changed to $3298.22 stating that I had 265 extra cubic feet of extra items. ***** provided me with the information and I emailed ***** Sunday August 9th asking him to call me on Monday. I called Elite Moving on Monday August 10th at 9:03 a.m. PDT and after ***** stated there was nothing he could do, I requested to speak to management and was transfered to*****. I explained to***** that I budgeted for the $1490.55 for my items to be shipped and if there was an overage, that I would arrange for the additional items to be picked up from their facility.***** told me that she would have to review my file and that they would charge a labor fee to have my items located. She stated that she would get back to me at the end of day Monday. After not hearing from***** on Monday, I called again Tuesday August 11 th at 10:15 a.m.PDT. Once again,***** told me that she would review my file and get back to me at the end of day. The issue was left unaddressed. I also received an invoice from********** (XXX-XXX-XXXX) with the totals for my move ($3298.22) on Tuesday. On Wednesday August 12th, I called********** to explain to her the situation and that I had not heard back from*****. She stated that she would see what she could do and would follow up with me. I have until September 7th to have my items out of the facility before I am accessed a storage fee.

Desired Settlement: Option 1: I would like to have my items shipped based off my initial quote of 285 cf, 1995 lbs (10 items, 49 pieces). I will arrange for the remaining items that exceed the space limit to be picked up from their storage facility. Option 2: To have my money refunded into my account.

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ I am sorry that you are having stressful experience with this relocation. When this move was scheduled, client asked us to move total of 49 items and we offered that service for total of $1512.91. The client was not able to be present at the pickup and had agent appointed to be there instead of him. This agent was authorized by the client to sign on all the documents for the move and instruct the movers on what items to take and direct other aspects of this relocation. Upon arrival to the pickup, movers seen that there are much more items to move. Client's agent directed us to take all the items for the new price. The movers picked up total of 91 items per his instructions and approval of the new cost. After the pickup client contacted our office and each time he called we spoke to him and explained the situation and gave him his options including an option that he can come and pickup the extras from our storage. Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given the option of 10 a.m. - 2 p.m. and was told that I would be charged a 2.5 hour minimal service charge at $110 per hour. I initially tried to schedule for Saturday August 22nd, Saturday August 29th or Saturday September 5th to have someone come on my behalf go to their warehouse to get the additional items out of storage. On Thursday August 20th when I called to confirm a Saturday, I was informed by Marie that the warehouse manager's team was not available on weekends and if I wanted to retrieve items within the next week, it would have to be on Thursday 8/20, Friday 8/21, Monday 8/24, Tuesday 8/25, or Wednesday 8/26. For the the week following week, the available times were not know. The big issue with a 10am - 2pm time, was that most people were working their jobs during the time that the warehouse was available. I scheduled a time for Wednesday August 26th , ended up hiring Chicago movers , taking off of work and paying for a last minute flight from Los Angeles to Chicago to ensure that this issue was resolved. I was able to find a friend to go to the warehouse on my behalf while I was at the airport on Wednesday August 26th and talked her though separating my items into items that will be shipped to Los Angeles and items to remain in Chicago. I met her and the movers later that afternoon in Chicago. My loading start time was 12:15 p.m. and end time was 1:34 p.m. (1.25 hrs), but was charged the 2.5 hour minimal charge totaling $275. I am now in the process of having my items shipped to Los Angeles and have filled out my shipping paperwork today, Friday August 28th, 2015. I have come out of pocket far more than I'd ever imagined and have been through a tedious process to get my items shipped, including airfare from Los Angeles to Chicago and hiring an additional moving company. All I wanted was a smooth transition into my newly purchased home in LA. Instead, I got a nightmare. Hopefully there aren't any issues when my items arrive in Los Angeles. Final Business Response /* (4000, 9, 2015/08/31) */ I am sorry that this move is causing you stress. We tried t help you with this move to the best of our abilities but if we have a contract to pickup 41 items and we arrive to see 91 items waiting to be moved and once we give the cost for all the extra items to your representative and we are told to take them all - that is what we do. I am sorry that our availability did not work well for you but that is all we had available and we could not cancel any moved scheduled in advance to accommodate the time needed for you. We also form the beginning mentions that our minimum is 2.5 hours to have a crew waiting for you in the storage instead of heading to another job outside. we will try to deliver your items to you as soon as we have a trailer available and hopefully that would help you to get situated in the new place. Final Consumer Response /* (2000, 14, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The items are on the way and last week we confirmed the delivery 21-23 of September as an estimated delivery window with another update from the driver day before he arrives in case of unexpected changes on the way.

9/16/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I have a problem with a moving company that I thought might peek your interest. Elite Moving & Storage of Skokie handled my move from Barrington to Florida. After all of my belongings were finally picked up from Barrington I was told the move would take no longer then 10 days. When I arrived in Florida I called the company several times and they told me that they didn't know when my delivery would be. When my belongings finally arrived 5 days late I had several major items damaged. When my couch was taken off of the truck it was soaking wet, moldy and is torn is several places. On top of that my overstuffed chair and ottoman were wet, moldy and torn. Two of my kitchen chairs broken. My dressage saddle soaking wet and moldy. My bike also had 2 punctured tires. I started a claim with the company which had taken over 90 days and several phone calls before I received a settlement. The settlement amount they sent me is such an insult when everything that is damaged was packed by them and destroyed by negligence on their part. The driver of the truck admitted to me that there was a hole in the roof. The reason I went with this company is because they had an a+ rating on the BBB website. Now with further investigation I have noticed that I am not the only one they have done this to. Pleas help me stop this from happening to anyone else. They are taking advantage of people and making something that should be an exciting experience into something very stressful. Please help me stop them. I can forward you any pictures or paper work that you might need.

Desired Settlement: I am seeking the maximum settlement for the damaged property. The damaged property was packed by the company and the driver admitted to having a hole in the roof of the truck. This was total negligence on their part. I went with this company because of the BBB rating and I feel that this review is not accurate and misleading. After further research I have found that I am not the only one they have done this too. I feel that they made a mistake by not properly maintaining their equipment. Due to this mistake I shouldn't have to replace all of my furniture. This was the mistreatment on the companies behalf. They should stand behind their mistake.

Business Response: Initial Business Response /* (1000, 6, 2015/08/26) */ We do apologize for any inconvenience. Our delivery window is 1 to 14 business days and our company delivered 4 days before the last day to deliver. We do apologize if there were damage. The claim was reviewed in a great detail including the pictures that were sent with the paperwork and the settlement was offered based on the liability coverage that was purchased with the move. We can add $100.00 to the offered amount. please let us know if that is acceptable and we can resend you the new form. Initial Consumer Rebuttal /* (3000, 8, 2015/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is still unacceptable. The value to replace the items that the company has damaged is $2000. These items were "professionally" packed by this company. They supposedly strive and stand behind their packing. Which I can now see is not true. If we cannot come to a mutual agreement then they will be hearing from my attorney and going to small claims court. I feel that there rating with the BBB should also reflect how this company treat its customers. This move was to be an exciting new experience. Instead it has led to never ending stress. Final Business Response /* (4000, 10, 2015/09/16) */ We do apologize if there was any damage. Our claims department reviewed all the documents and offered this client a settlement based on the coverage client chose to take with this move. We did offered additional $100.00 over the amount was give to the client. We do our best to prevent damage during the move and we are sorry if there were items damaged in this case. We do offer few price options to all our clients: the lowest one has a liability coverage of $ per pond per article (industry standard) and there a higher option with the full value protection option. The client denied the full value protection option and released her load (in her hand writing) to $0.60 per pound per article. Based on that we did offer her a settlement of $0.60 per pound plus $100.00 in a good faith.

9/16/2015 Problems with Product/Service
8/28/2015 Problems with Product/Service
8/28/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I utilized the service of Elite Moving & Storage September -November 2014. I am filing a claim regarding the following broken/damaged furniture items received on November 7, 2014: -TV with built-in DVD player and VCR (cracked and tube destroyed) -Beveled glass coffee table (broken in 2 pieces) -Tower Fan (broken at the base) -2 piece Desk-filing cabinet (base of desk broken) - wood decorative shade (hole puncture) - small four-legged coffee table (legs broken) The initial customer service provided was subpar. Prices continuously changed and the process was delayed multiple times due to lack of communication from my original sales rep. The manager, ********, was asked to step in and she completed the project with kindness. The movers seemed knowledgeable until my furniture items were delivered broken, after they "reviewed" and "reinforced" the items being transported from ******** (September) to ******* (November). My items seemed to have been handled by many and multiple times from the truck to the warehouse.

Desired Settlement: I am seeking recovery costs for the items damaged and are not usable.

Business Response: Initial Business Response /* (1000, 5, 2015/08/17) */ I am sorry for any inconvenience with your move in 2014. I checked with our claims department and they received that information from you on 8/6/2015. They are reviewing all the details of the move and will be responding to your directly.

8/24/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Claim #*********************** I had this form notarized and returned on February 5, 2015. I have heard nothing after several attempts to reach Elite Moving. It says it expires after 90 days. It's well past that. The amount on this form is for $92.00. This doesn't even begin to replace my items or fix my bed. I'm tired of their lack of cooperation and poor customer service. The claim is with ****** Claim Management. On the form I Sent it says the payment will be forwarded to the moving company. I would appreciate your help in resolving this matter.

Desired Settlement: I feel the least they can do is give me the $92.00 promised By their insurance. Also, an apology for their lack of customer service and for giving me a runaround.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ i do apologize for any inconvenience. We did check with the claims department and they did forward the settlement to us last week. The check for $92.00 was mailed to client and she should be getting it in mail within a week or sooner.

8/18/2015 Billing/Collection Issues
4/27/2015 Problems with Product/Service
4/20/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Bid for moving obtained a month or so before the move. On the day of the move, it was shared that the delivery in *** ********* would require at least an additional $350 to shuttle the goods in a smaller truck. The destination was KNOWN for a month and this was the first that was shared. Final payment would be CASH ONLY. When the goods arrived, a box containing a KitchenAid mixer ($400) and a pillow ($20) was not delivered. When questioned, they said it was not in the warehouse and an insurance claim could be filed. The claim would not be paid at more than $18 based on the weight of a box. Seems to me that this would be a great way to sell stolen goods, take things worth hundreds and compensate $10-20 for the loss. Had it been made apparent that additional charges of $350 would be made to perform final deliver, I would have chosen a different mover entirely. Emails to ask that the search for the box continue were met with no response.

Desired Settlement: Replacement of mixer and pillow, future DISCLOSURE at the onset of additional delivery charges to be assessed for future persons looking for moving services. I don't want to see other people disappointed as I have been.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ We do apologize If there is 1 box missing, client should file a claim with our claims department and we will handle it in timely matter based on the coverage that this client purchased with her move. i did check with our claims department and they stated that they are still waiting for that claim to be filed with them so they could take care of it. In regards of the shuttle charge, all moving companies are delivering from Midwest to west coast on this size of the semi. so all moving companies have a shuttle charge to move items from semi to smaller truck. our rates are based on us able to deliver with 53' trailer (72' bumper to bumper). At the time of scheduling this move, the sales rep asked if there is an access for 53' trailer to your destination and the answer client gave us is "yes". This is why when we sent the contract for the client to sign in order to hire our services we wrote on the 1st page above the prices of the move "This price is based on available access for 53' trailer (72' bumper to bumper) at delivery location." We also listed prices in the event there is no access for this size of trailer and the price was $350.00. At the delivery our company tried to help client and offered $100 off from this price.

3/24/2015 Billing/Collection Issues
2/23/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I have obtained services from Elite Moving & Storage Inc. on Howard street in Skokie IL. Long story short I signed a contract with this company on Nov. 21, 2014. I was promised a pick up date of Nov. 30, 2014 between the hours of 7a-10a. The driver came on Dec. 1, 2014 at 7:25p. While moving my belongings to the truck, the movers left one of my boxes of my belongings. They did not know that my belongings were missing for one day and one week, after I constantly called to inquire. In addition, they offer 30 days free storage, upon which you request a delivery date and your belongings can be delivered up to 14 business days after your request day. My request delivery date was Dec. 19, 2014. To be delivered no later than Jan. 9, 2015. They are supposed to call 3 days before your delivery to give you the window in which to expect delivery, I did not receive that call, I called today jan. 8, 2015 at 5:43 est. only for the dispatcher to tell me that my delivery would come Saturday Jan. 10 OR Sunday Jan. 11. This is past the contract day and I am expected to pay for this horrible horrible service. I was given $100 discount for the driver being 38 hours late for my pick up as well an accommodation for my stair, as they charge $75 per flight (7) of stairs. To me this still does not suffice for the stress of going without my furniture and belongings, my constantly having to call them in order to find out anything pertaining to my belongings, they say they'll call and never do. I have had to call them each time we spoke even when they made a promise to call well the hundred of dollars worth of merchandise that was lost during my move. I believe that this move should be free . I really want my belongings and I don't know if this is even a legit company or if they intend on delivering. I feel helpless. Please help. Thank you, ******** ******

Desired Settlement: I really want my belongings and I don't know if this is even a legit company or if they intend on delivering. I feel helpless. Please help. My delivery was due jan9, 2015 and I still do not have it. I hope that this will help me obtain a 50% refund for my distress and contracts broken.

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ I do apologize for any inconvenience with this move. Unfortunately our driver got sick on the way to this pickup and had to go the emergency room and we had to assign a different trailer and driver to this pickup. The results of this we were 1 day late over the promised pickup date. This situation also delayed all of our deliveries and we were late 1 day for over a promised window to deliver. Because of this inconvenience we did discount client's move by $130.00 and voided the stairs charge in the delivery in the amount of $375.00 (38 steps at the delivery). We are sorry that there was a 1 day delay on this move but we assumed that providing total of $505.00 off from the total cost of her move, would resolve the situation. Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I feel as if my total deposit should have been refunded. According to my contract, if I had not been ready for pick up on the scheduled date, then I would have forfeited my security deposit of $343.78. A business should plan for emergencies, that should never be the consumers problem. For that I had to pay additional to stay in ********* I was told if I cancelled that I would've received a full refund, but it would've been impossible to find another company the same day of moving, especially with my deposit tied up with elite. In addition, once my belongings were picked up, I am still missing my box of electronics that was left in the driveway the night of the move. I was told hat the driver would pick up and it's presumably stolen because they don't have, nor do I. I had to call them whenever we spoke after the initial pick up. I was told someone would call back, and each time, I'd give 24 hr and call again. The policy us to call 3 days before delivery to give a date and 24 hrs prior to dropping off the delivery. This did not happen. I finally called late evening the day before, (no 3 day notice) my contracted delivery, to find out, to my surprise that my furniture still would not be arriving on schedule. If I had not called, how would I have known? This has been so stressful. My things did arrive one day late. Furthermore,After your initial delivery request date, you can get your belongings up 14 business days after, but they deliver on weekends, very confusing. I was also told that the drivers and the company are not related. In my initial call to set up a contract with this company, I was told that the drivers belonged to the company " no outside" movers. A good amount of my belongings arrived damaged or smashed, even plastic bins were broken or crushed. I've never experienced such unorganized professionals . I have fibro and this experience caused my stress levels to sky rocket, which in turn, caused my pain levels to go up. I have yet to make my insurance claim for my missing belongings as well as my broken and smashed belongings. This has all been so much I just want to be done with this company. Final Business Response /* (4000, 12, 2015/02/11) */ We are very sorry about the stress that this move caused you. We were 1 day late to pickup and 1 day late to deliver and we are very sorry about that, but that is the reason that this client got discount in the value of $505.00 from the total cost of her move. That is by far more than any company we know would offer her. In addition we do not offer to call clients 3 days before the delivery but by 6pm day prior to the delivery. Again we were at fault for being late 1 day at pickup and delivery, but the discount and services that were rendered to client in the amount of $505.00 should be sufficient for that delay.

12/17/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Elite moving job #EXXXXXX Rep:***** ****** Moving date:X-XX-XX from Mehville Storage **** ***** ***** St Louis Mo 63129. Original estimate $1383 add packing material $64 & $691.50 cash on delivery. Containers were packed in bubble wrap & storage unit size 10x4. Mover dropped a container while loading the 18 wheeler breaking a crock pot. On delivery, containers were unloaded from a small Uhaul & the movers arrived at 11 pm on 5-16-14. It being so late, I signed the papers without opening each box & the next day I discovered the many broken pieces.I was heartbroken as some of the items were given to me by my deceased grandmother. I researched what the value of the items were & took colored pictures to send to claims & later, after claims denied Elite's responsibility, I sent another set of colored pictures to Elite at their request. I have appealed to Elite Moving & Storage to assume responsibility & make restitution of a modest $472 to no avail. After 7 months of aggravation I feel so disappointed that after spending $2,138.50 this moving company can't see their obligation & responsibility & placate a customer. I would NEVER recommend Elite to anyone. Just happy they didn't move my car or my furniture, no telling what damage they would have done.

Desired Settlement: $472.00

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ we do apologize for any inconvenience with this move. after reviewing your file we seen that the total cost of your move was 1383.00 (not 2138 as stated in the complaint above). We also seen that your items were packed by owner and we picked them up in a storage facility (that means that somebody else packed them in the house and moved them there) and we had no way to confirm the condition of the items that were in the boxes before we loaded them on our truck. Initial Consumer Rebuttal /* (3000, 7, 2014/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) $414.90 was charged to my credit card 4 days before Elite even picked up my boxes. At the time of pick up I gave the movers $691.50 in cash. They also packed some of my items themselves and charged me $64.00 for material and labor. One of the boxes that Elite's movers had packed was so poorly done that it tore my workout mat in half and ruined a couple of the books. When the movers finally delivered the boxes I gave another $382.10 in cash plus they wanted more cash because they went over 5 more feet from the truck to the door, so at close to midnight the only cash I had on me was a $20 gift card which I gave to them. Final Business Response /* (4000, 9, 2014/12/09) */ we do apologize for any inconvenience with your move. The claim cannot be covered at a full value of the damages that you are claiming as Elite was not the company who packed the boxes and moved them into storage from where Elite picked the items up for their final delivery. When Elite picked up the items, all were already moved into that facility and packed by client or another party that has no connection to Elite. Elite could not inspect the contents of the boxes that we picked up. We do apologize for the inconvenience, but have no way to cover items that were moved by owner and packed by owner before we had seen them. Final Consumer Response /* (4200, 11, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I'm not going to feed into your negative energy any longer. The boxes that had broken items in them were packed by your company and the one box that we packed that had many broken items, was the one that your mover dropped out of the truck, which I observed. So this continuous lack of responsibility on your part, just shows what kind of reputation and moral obligation Elite Moving & Storage upholds. These items that were stored were only there for 4 weeks and were only moved less than a mile from our home in St Louis, where they were originally packed. They were moved by family and not by a moving company such as yourself that has no care or concern for other's personal belongings. Therefore, this notion that our items were tossled around from one place to the other only happened when you took responsibility and drove them all over the midwest and California. Please step up and admit your fault as to why you think it's ok to drop a customer's items and then say because you didn't pack the box, that you have NO responsibility for the breakage? Also, when you charge a customer for packing and materials, be sure to own up to when those particular items are torn and ruined that they too are your responsibility!

12/17/2014 Advertising/Sales Issues
11/21/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes


Desired Settlement: LAWSUIT

Business Response: Initial Business Response /* (1000, 5, 2014/11/07) */ on the 10/27/2014 we did book this client for moving in the morning of the 31st but because of some conflict in scheduling we could not accommodate this time and notified the client on the 28th that we can still accommodate the move on 10/31 but will not be able to arrive before 11am. We do apologize for the inconvenience, the $50.00 prepayment was returned to the client once she advised us that the new time will not work for her.

11/5/2014 Problems with Product/Service
10/29/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Problem dates: Sep 2, 2014 and Sept3, 2014. Purchase date: Aug 15, 2014. Job No. DXXXXXX. Sales Rep: ******. Total Pament amt: $1,894.00. The company confused my delivery date. They did not call ahead and their driver went missing with my belongings on his truck for 5 hours. They tried to charge me an extra $800.00 for their mistake. Then after I refused the driver held my belongings hostage until I gave him $150.00 cash. When I compained to management I became aware of the fact that their drivers aren't employees (something they never told me). The driver refused to take a check he would only take cash. Management did nothing. They over measured the distance from the elevator to the truck and claimed thats why I was to pay the $150.00. Even after I made him remeasure and showed him the actual measurements he still took my cash. My boxes were destroyed. When I contacted upper management they refused to wrok with me after they had already taken all their money and told me there was no one else I could speak with. They also said they did not care if I file a complaint with the BBB.

Desired Settlement: I would like my $150.00 refund for the over measurement charge. I would also like an apology for the way my belongings and I were treated.

Business Response: Initial Business Response /* (1000, 8, 2014/10/13) */ we do apologize for any inconvenience and would like to explain. The service that we offered to this client is the delivery of 1 to 14 business days from 1t available delivery date. Client was ready to receive items on 8/18/2014 and the last day to deliver was 9/6/2014. The items were delivered on 9/2/2014 - within the contracted time. when the client did call our company to advise us that she will not be available at the delivery within these dates, we did advise that we not expecting the delivery to happen on these dates but she still need to make sure to have an agent available for us in case we do deliver when she is out. Not sure about "missing driver" but our drivers do drive and load and unload and we do ask them - if possible not to use the phones during the drive as well during unloading. So there was no driver missing, but there was a driver that was working and did contact us once he was available to respond. We do explain all clients that clients that the items should be received once we arrive to the destination and if the trailer has to stay overnight or wait - there should be additional charge. Also the rates we offer are based on 72' bumper to bumper semitrailer able to access the pickup and destination area and park within 75' from the apartment. If there was more than 75' from the apartment to where the trailer could park, there should have been a long carry fee in the amount of $150.00. Again we do apologize for the inconvenience but we did handle this move based on the terms and conditions of the contract. Initial Consumer Rebuttal /* (3000, 10, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not truthful. The company called me and told me that delivery was not going to be in the 14 day window. After that I planned accordingly. The deliver point was not 75' from the apartment. The driver was missing and I have a recorded call between me and the dispatcher to prove it if you would like me to send it in. I also have the exact measurements from a police report that I have filed if I need to provide those I can provide those as well. This company has countless complaints on many websites. They did not apologize for the inconvenience. The contracted driver took my cash and told me he would not deliver my belongings without it after his measurements were incorrect. Final Business Response /* (4000, 12, 2014/10/20) */ we do apologize for the inconvenience and we did apologize many times on the phone. The delivery information is estimate at any point till items are loaded on the truck and when we spoke to the client we did tell her the estimated delivery and that we will call once we have new information and dates. That is what we did - once we got the delivery date - we called her with that window. The report we got is that there is a long carry that movers had to perform at the delivery and in regards of missing driver - drivers required to contact the office once they are done working or when they are able to speak safely - that what was done by the driver and we are sorry that it took 4 hours for us to give this client information but things do happen on the road and we still got back o her before the end of the business days with the information. So we do apologize for the inconvenience as we did many times on the phone with her, but we did deliver the items within the contracted time and we did charge based on the contract that she signed with us. Final Consumer Response /* (4200, 14, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not apologize only the staff that assisted with the transaction that messed up the dates apologized. The owner of the company was extremely rude she did not apologize she also blamed her horrible service on me as the client. The driver is supposed to call an hour ahead of arrival he DID NOT! there was no long carry and no they did not provide the services within my contract. They are lying when they say that they operated ethically and I would like my money back. Like I said this company has many complaints on social media and other websites. All have which have gone unresolved. They are not reasonable or fair. When I asked to speak to higher management they hung up on me and when I called back they told me that I couldn't speak with anyone or file a complaint about the services. The staff member that assisted me told me that I could speak to management and due to the poor service I could possibly have my fees reimbursed. However, when I attempted to do that I wasn't able to speak to anyone higher up nor was I treated fairly as a client! Once again they did not apologize they blamed the client and have terrible and rude customer service.

10/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We hired Elite Moving to do a residential move from ****** and ********** ** to ************* ** (Job No. EXXXXXX). Several items were damaged in the move and we filed appropriate paperwork with Elite's insurance carrier, Anthem Claim Management LLC, XXXXX ** ******* ****** ******* ** ***** (Claim #ELITI ***** Anthem recommended that Elite pay us $84 to settle the damage claim. We signed Anthem's Release and Settlement Claim, had it notarized, and mailed it August 6, 2014. To date, we have not received anything from Elite.

Desired Settlement: We are requesting the Elite pay us the $84 recommended by their insurance carrier.

Business Response: Initial Business Response /* (1000, 8, 2014/10/13) */ we do apologize for any inconvenience. the check for $84.00 was issued on 8/15/2014 and mailed out to address on the release form *** *** *** ************ ** XXXXX). We did check with our bank and did see that it was not cashed yet, therefore we did cancel it this morning and will be reissuing new check for same amount. Please verify the address is correct for mailing it and we will resend it.

10/3/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The company did not inform me completely of their moving policies. I had to call numerous times to clarify information. The staff was rude and non-accomodating and had a "that's too bad" attitude. I was argued with over the phone a couple days before the move and was never given an official moving date. I had tight deadlines to meet and could not be promised these deadlines would be met. I ended up cancelling my services with them and they refused to refund my deposit. I have since argued with the credit card company on the claim and it has yet to been resolved. This was over two months ago the event happened. The business was non-professional and I would not recommend them to anyone in the future.

Desired Settlement: I want the entirety of my deposit back, $490.14

Business Response: Initial Business Response /* (1000, 5, 2014/09/19) */ We do apologize for the inconvenience. This client booked our moving service on 06/02/2014 - on that date she was verbally was explained all the terms and conditions of our service, then she was sent the contract that had all that same information. After reviewing the contract - she initialed all the pages and signed 2 pages. The move was booked for pickup between 11th and 12th of June with the last day to cancel the reservation and receive the deposit back to be 6/5/2014 (last day to cancel was verbally given over the phone and was listed in 3 different pages that client had to sign in order to hire our service). On June 10th - day before the pickup window started, client called our offi9ce to ask few questions like if she needs to remove items from the dresser and drawers - she was advised that yes, all the drawers must be emptied (was also written in the contract). Than client called back and asked about the insurance, at that time she was explained the options again and given more information also she did have 4 different prices on the contract she signed each with different level of coverage and she did not select any additional coverage. Than client called later that day to cancel the move and when she was asked for the reason said that did not know that if she chooses insurance - items needs to be packed by movers and that she does not wish to remove items from drawers. We do apologize that the client did not like our policies, but we were very clear from the beginning on all that information by hone and in the contract that she agreed for. She knew from the beginning that if she will cancel the move day before the pickup, her deposit will be lost. She did stated that she doesn't/t care and that she will be disputing that payment. Our company did everything we promised we will do, we did not change any terms and conditions last minute and sorry that client decided not to use our service and if she would cancel within the time frame she was supposed to we would gladly offer her the deposit back, but because client waited till last minute and cancelled her move 1 day before the pickup window - the deposit is non refundable as we were holding the truck and the crew for her and refused other clients. Initial Consumer Rebuttal /* (3000, 7, 2014/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It says no where in the contract that I signed that the drawers needed to be empty, nor was it ever explained to me. I was told this information the day before I was supposed to be moving across the country. I was also not informed of insurance policies until the day before the move was scheduled. The company could not promise me when my items would arrive in ******* either, this also played a role in my cancellation as I could not start a new job without things. The company representative was extremely rude and unaccommodating over the phone. I feel that I was taken advantage of because this was a last minute case. Final Business Response /* (4000, 9, 2014/09/22) */ the terms and conditions were clear at the time of scheduling on 6/2/2014. All; was verbally explain and I am sorry client did not like our delivery window- but that is the service we offered form the begging. the insurance was explained on all the emails prior to the booking and on the contract that client signed. If the client did not like our terms and conditions - she should have cancelled within the 3 business days before her pickup instead o waiting for day before to get her deposit back.

9/29/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: In the original agreement for moving services, the company informed us that the following materials would be needed: 75 rolls of tape (at $4 each - for a total of $300) and 5 mattress covers (at $20 each - for a total of $100), with a grand total of $400 for packing materials. We provided the tape as well as mattress covers (which turned out to be inappropriate for the need, and we used the ones provided by the company). When the movers arrived to pick up our belongings, they placed a number of items into boxes with a verbal consent from my husband without any notification of the total amount of the charges. After all of our belongings had been loaded onto the truck, my husband was presented with the total of $404 for packing materials with an itemized list. This was the first notification that we had of the cost of the materials and services being rendered. My husband signed the agreement, later stating that he felt he had no other choice since our belongings were already loaded. The charges levied are as follows: 2 wardrobe boxes ($32) and packing ($32); 1 dish pack ($12) and packing ($17); 1 lamp box ($6) and packing ($10); 4 mattress covers ($40) and packing ($40); shrink wrap (total of $75); packing of small crate ($20); 2 large crates ($60) and packing ($60). $30 of those charges have been removed because one of the "large crates" was our box (for a new total of charges of $374. We were not notified ahead of time of the potential need for shrink wrap so that we could provide it ourselves (per company policy). We are also not given sufficient notification of the charges prior to the services being rendered nor given the option of getting the materials or packing the items ourselves before the service was rendered. Furthermore, a number of the items that were supposedly improperly packed (and therefore needed to be put into the boxes) were packed according to company policy as written in the contract.

Desired Settlement: I would like the charges reduced to $140, with the cost of the materials reduced to a reasonable market value and the charges for the packing removed since sufficient notice was not given as to the cost of the packing service. A breakdown of the acceptable charges: 2 wardrobe boxes ($20), 1 dish pack ($5), 1 lamp box ($5), 4 mattress covers ($40), shrink wrap ($40), 1 large crate ($30).

Business Response: Initial Business Response /* (1000, 5, 2014/09/17) */ We do apologize for the inconvenience and would like to explain the charges. At the time of scheduling, as well as in the contract client signed, we did explain that anything that has a glass - must be in the box or cardboard protections. No loose items will be accepted unless they are in the box. We did explain that we will not take any small boxes like shoe box and did list in the contract the sizes of boxes we were prepared to take *client signed that contract to hire our service much before the pickup day). We also listed in the contract that will not accept boxes under 10"'x10"x10". Here is the sizes of boxes we were prepared to take under client's signature: 14 BOX, LARGE 4.5 CF (18X18X26) 63 26 BOX, MEDIUM 3 CF (18X18X16) 78 45 BOX, SMALL 1.5 CF (17X13X13) 68 ll items that we supposed to move - should have been on the contract. Once the movers arrived they seen allots of boxes like toaster or blender box (just example) that we could not move as it is impossible to secure them on the truck. Movers did all correct based on the contract and packed very small boxes into the boxes that we could transport. The movers did tell the client that packing is additional cost and the final packing cost as the same as the contract client signed already. After talking to client we did remove the labor for mattress covers in the amount of $30 and a roll of shrink wrap in the amount of $35. so the discount in the amount of $65.00 total. The prices for packing we used are the same as in our tariff that we have to use by law, they standard to what moving companies charge in the industry and we cannot compare them to self pack service rates that client mentioning. If all the loose items that can fit into boxes would be packed and ready to go - we would not have to add these charges. Overall client's packing charges are lower from the original estimate she signed with us but we packed more items. Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The boxes in question (blender, etc) were included in the total number of boxes provided. Furthermore, they were larger than the dimensions specified. The main issue here is, however, that the company did not provide the COST of the charges before the services were rendered; they did get verbal agreement before they completed the work but we were not notified of the price of the specific packing supplies or of the labor until after our items were in the truck. We are pleased with the reduction in the price of the shrink wrap. Final Business Response /* (4000, 9, 2014/09/19) */ The price was offered originally if it was not emphasized or noticed we do apologize for that but it may have happened because the packing cost was the same as on the original estimate that you already agreed for. Movers took care of the items based on the contract you signed and if the blender box was on the list it should have been the size we have listed it on the contract or it should have been updated by client together with other small items 3 business days prior to the pickup. Final Consumer Response /* (4200, 11, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The estimate that we agreed to was for moving supplies that the company said we could buy ourselves. We provided the moving supplies that were listed, but there was a large number of moving supplies and other related expenses that were NOT included in the estimate (and so we could not provide ourselves). Again, we did verbally agree to the services and supplies BUT were NOT given the price of the services or supplies before the services were rendered and our belongings were already on the moving truck.

9/23/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Order # EXXXXXX Furniture picked up in Chicago 6.2.14 Furniture not delivered to ********** ** until 7.9.14 When delivery was finally made, the garment steamer was seen to be damaged beyond repair, with the plastic base smashed and a metal rod dislocated from the apparatus. The deliverymen both acknowledged the damage and one of them took photos, instructing me to also take photos and email them to the company. Email with photos was sent to the attention of ***** on 7.11.14 with no response. Jiffy J2000 Light Duty Garment Steamer Model # H-4473 Water capacity 3/4 gallon Weight 18lbs Price $205.00

Desired Settlement: Replace the garment steamer

Business Response: Initial Business Response /* (1000, 5, 2014/09/09) */ I do apologize for any inconvenience. We did check the server and the last email that we have from this client is on 7/7/2014 asking about delivery information. There are no pictures and claim information received. If you wish to file a claim, please contact our claims department at XXX-XXX-XXXX to start the claim and they will offer a settlement based on the liability level that was chosen with this move. Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please review the evidence below (email and transmission header) concerning receipt by Elite Moving and Storage of my email and attachments dated 7.11.14, which they ignored in the same manner as most of my inquiries concerning the late delivery of my furniture. Rather than address all of their transgressions I am focusing on one, the destruction of my garment steamer. Any attempt by the company to dismiss my claim will be rejected. It apparently is not enough that their prices are misrepresented, inflated, and that once they have your furniture as leverage, any fair sense of obligation to uphold terms of contract evaporates. I am happy to submit additional documentation and evidence concerning their handling of my move from the beginning, however I will not accept anything less than their guarantee before the BBB that they will replace the garment steamer. It is the very LEAST they can do. Attachments with photos of the garment steamer are contained in the .zip file attached From ****** ****** Fri Jul 11 15:21:34 2014 X-YMail-OSG: x9xiAmgVM1mY9jEfnNgoCLj8b3Sxxn8D2jejlbTU_KCFNzE RoijCCe622zB.x8O3yRBRmvfikScenGtvJI3Sywzj6RLHA1ap7w3JReDK7AZ 14VIIGv.XRgOwflZV39mtK.1Tx99dP.b9QVyUtHg64wXqxeTQb0ElV9modkt 0h9tOg90EJF3FhMh0ZWTFPwFWz6RrjZMK9hPeMZ1IVsjbbN9BflFW_DULhaD 3RVVK8wQEN917X7gaRQQbTHwj45FrPVFX95xXgnBgvKFuT80zESjQc2TYIbZ e0..VBOg20AHgFIE6gqlDkrgayzA1amChpujp2lEXXrR8xeJiS_GHLKDheIx smieNbqa5bkwrslm3J0DNBDnh0_d3HSWlKZB4JxyVScrNYeUgd.YaUdl3gbN UGKl0WAbwylMCP_PRCPWVQTMDguRnDP9iNEYJBNyn6LBD21MXkBAbIijoshu pOlY1kDEZcQCdyLvU.wq8RIhv.wAc2WvAnsL9.7ngDVz.iKjLPWVWvaPIBHv oA5pTIXs66wkCY7BByCbEy1zX_xMDDzMT7x5YGCLEufWcZfR1wMEzT.XJ Received: from by via HTTP; Fri, 11 Jul 2014 15:21:36 PDT X-Mailer: YahooMailWebService/ Message-ID: <*****************************> Date: Fri, 11 Jul 2014 15:21:34 -0700 From: ****** ****** <**********> Reply-To: ****** ****** <**********> Subject: EXXXXXX steamer To: ***** <*****> MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="XXXXXXXXXX-XXXXXXXXX-XXXXXXXXXX=:XXXXX" Content-Length: XXXXXXX Hi *****, The two men who delivered my belongings suggested I attach these photos of the garment steamer that was received with a cracked base, making it unusable and in need of replacement. Please let me know what your policy is and/or the procedure for filing a claim to have it replaced. Thank you for your time and attention. ****** ****** 3 Attachments View all Download all Download Download Download Final Business Response /* (4000, 9, 2014/09/11) */ I do see the information given by the client and checked *****'s email again - and still was not able to find anything from this client on July 11th. Again i do apologize for any inconvenience but if the client needs to file the claim, the process would be the same then and now, client needs to contact our claims department at XXX-XXX-XXXX and file the claim. Her claim will be reviewed and settlement would be offered based on the liability coverage client chose at the time of scheduling our service and confirmed again at the time of pickup.

8/27/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Job number EXXXXXX. After the initial pickup, my moving agent stopped responding to my emails. I received a phone call asking to deliver, well before my move in date, shortly after. When I said, as mentioned in the paperwork, that I wasn't ready for delivery at that time, the agent asked "Well is there anyone there who could take it?" Many charges not mentioned were included in my bill, including boxing of 2 TVs (which I was told would be covered) and charge per roll of tape (!). My repeated calls to the company were met with many "A manager will call you back" responses, and no call ever came. I received several incorrect delivery dates before finally getting notice less than 24 hours before delivery (I was told I could request 48, and did). When my delivery date came, I was told the movers would deal ONLY IN CASH, despite my previous 2 payments on my card. When I complained to the company, they allowed me to use my card, but I was required to sign a form stating I would not dispute or contest any of the charges. This is absolutely ridiculous, and an indication that they don't have any faith in the work they perform. When the movers arrived, he attempted a single route around a sign welcoming people to my complex. I was told that "He'd try it, but I'd be held liable for damages." I suggested driving around, pointing to a route I knew existed without the sign, but the driver refused, instead insisting I pay an additional $150 for "long carry." Which, of course, I could pay only in cash. The movers then spent half of the "moving" time on my deck, starting down at the girls by my apartment pool and making comments about them. (I'm sure "gordita" appreciates it). It made me extremely uncomfortable. I instructed the movers to just drop my things off, and I'd assemble it, as I was ready to be done working with the company ASAP. Once they left, I realized one of the studs to my desk was completely broken off through the wood, my bike was twisted (the tire and handlebars were at a 90 degree angle) and my break line had snapped. Again, no mention or time for inspection. I'm still finding broken objects (Just found a shattered lampshade in one of my boxes). I have photographic proof of these things if required. My original estimate of $1391 ended up at over $1800. I understand some charges arise, but this is outrageous.

Desired Settlement: I feel I'm entitled to a partial refund. I understand moving is imprecise and things happen, but with the constant additional charges, damaged goods, unprofessional movers, and incorrect delivery dates, this is the worst experience I've ever had with a business.

Business Response: Initial Business Response /* (1000, 5, 2014/08/04) */ We do apologize for any inconvenience with this relocation. I would like to address this complaint: This client hired our services and signed a 5 page contract with us explaining terms and conditions that we agree to comply with including the explanation about packing service, stairs, delivery notice and more. When the movers arrived to clients home and seen that there is no tape and TV's not packed, they charged the client according to the contract that he signed with us originally. The packing info is explained verbally and then also listed in the terms and conditions of our contract that client needs to read, initial each page and sign in order to hire our service. Each time client emailed the sales rep after the pickup he received email respond or call from our office. 1st email he sent on 6/30 - asking sales rep to let him know if the movers arrive before he is available - if his landlord could accept the shipment. - he received written respond from the sales rep. This email is also a reason for our call when we got extra space for his load for earlier delivery and we were trying to help the client and have him delivered earlier (as per his email) instead of him waiting for later truck. When client declined earlier delivery - we told him that will contact him once we have info on the next available truck. So he was given a choice to be delivered sooner than later. 2nd email after the pickup was on 7/13 asking on the status of his delivery, he received a call from ****** telling him that we do not have any info at this time but will call once we have it. 3rd email client sent on 7/24 asking if sales rep can help him with the payment for the delivery as it is difficult for him to get us the form of payment he agreed for (we accept only cash or postal money at the delivery - advised verbally before booking and we list it in terms and conditions). In respond to that email, client got a call from *****, company manager, that made an exception for him and agreed on accepting the credit card. We did not have to do that exception but were trying to help the client. Standard agreement was sent to client for any credit card payment. He cannot pay with credit card and list that he reserves the right to cancel it if he wants to. We do not offer a notice 48 hours before the delivery and client did write that request on the delivery page next to remark form our office stating that we cannot accept any special request for delivery notices and the only notice we will offer is a call by 6pm day prior to the delivery unless client would get it in writing from our office agreeing for 48 hours notice. Before the delivery client did let us know that he has stairs at the delivery and we did tell him that there is $150 charge for the stairs, - again an information that was already provided to him and was listed in the original contract. We do apologize of the movers at the delivery did not know about 2nd rout of going into client's complex, but we are advised that the delivery was made from the rout that the client directed us and there was no additional charge except the stairs charge that were already approved prior to the delivery. So the only additional charges client had are: $120 for packing that were listed in the original terms and conditions $150 for stairs at the delivery - originally listed in terms and conditions $37.35 convenience fee was applied because of the forms of payment client decided to use. final cost was $1700.00 We do apologize if there was a damage, please contact our claims department at XXX-XXX-XXXX to file the claim. Client has 9 month from the delivery date to file the claim. Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "long carry" charge was indeed billed to me, and required in cash, for the amount of $150. I have also noted this in the paperwork, as you'll see in your copy. I have attached and highlighted mine in the .pdf. I'd like to note that charges like this, which are then denied, are exactly why I'd prefer to use a card than cash during a business transaction. I'd also like the movers' unprofessional behavior on my patio addressed. Final Business Response /* (4000, 12, 2014/08/19) */ We do apologize for the inconvenience. The long carry charge does go to the movers for a long walk with the furniture. We do apologize that did not have this information as the $1450 was applied on the day of the delivery and we did not receive the contract in our office yet with this new information. If the movers had to walk with the furniture 225' - there is a long carry fee that we do apply and the amount of $150. Again, do apologize for not having this information as it was added at delivery by the movers. the 48' hour notice was written by client but never accepted by our office as it is clearly stated on the page he wrote that no changes to the terms of delivery dates and notices will be accepted unless they are approved in writing by our office. we do apologize for the inconvenience that our notice caused the client but we did mention from the beginning that we offer only notices by 6pm day before the delivery and no sooner as it is impossible to know in advance of when delivery will occur. On July 13th client did send and email and had gotten a call from ****** in our dispatch instead of an email reply. we do apologize if the movers were taking time on clients balcony and that is not acceptable- this issue is being addressed with the movers and we will be taking disciplinary actions against them after checking on this issue. Final Consumer Response /* (4200, 14, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting ridiculous. If the long carry goes to the movers, then that's fine. I understand it's hard work. But as mentioned in my previous reply, this was NOT needed, but rather something the movers insisted on. So they were, by your logic and admission of the alternate route in the previous response, creating an additional job so I'd be charged more. These are the same movers who were spending time on my deck staring at my neighbors. An apology is all fine, but there's no resolution. If I can't trust the movers to do an honest job, I'd at least like the company who hired them to refund me the additional $150 I paid them for an unneeded job.

8/12/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: So far nothing has been communicated to me regarding the delivery of my shipment. I have been trying to contact them and they say we'll call back in 2 hours, in 3 hours etc but they don't. I have trusted them with all my family's belongings and I am worried about my work related stuff and am worried about the condition of my things when they arrive, I am staying for past 1 month waiting for my and my family's things to arrive. Kindly help. My kids stuff, household stuff, entertainment systems, electronic items, kitchen items everything is in their possession and they are not returning my calls. Please help.

Desired Settlement: I just want my and my family's items. We have family room, 2 bedroom, dining room, basement etc furniture and items, lots of electronic items including a 60 inch samsung tv, 42 inch tv, sony camcorders, canon printer, hp desktop system, fax machine, around 70 boxes of items, 6 bicycles, grill, lawn-mover, deep freezer a lot of other stuff that we have in the shipment and we need our stuff to be delivered. Please help.

Business Response: Initial Business Response /* (1000, 5, 2014/07/31) */ We do apologize for any inconvenience with the delivery process. Our mission is to deliver every client as fast as we can. We did deliver this shipment on 7/21/2014 and did give the client $300.00 discount. In addition the delivery driver helped the client with additional deliver and move that were not originally requested.

7/14/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Two of my boxes including some things that are irreplaceable, like photos, have been lost. They tried to find them in the warehouse, on the truck, and called other people who were moved, and told me they cannot find them. I paid via cash and credit card.

Desired Settlement: My boxes had a variety of contents from my bathroom and kitchen. Given the value of the contents, I am seeking $1,500 to try to replace those items that are replaceable.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ I do apologize for the inconvenience, and i am sorry of there were 2 boxes lost in the process of your move. After checking the paperwork we seen that these boxes were not marked as missing at the time of delivery of your shipment. Regardless, we did all we could to check on that claim and called clients that were delivered with you on the rout as well did check in our storage and were not able to find them. Please contact our claims department at XXX-XXX-XXXX to file the claim (if you did not do that yet). The claims department will go over all the information and will offer settlement based on the contract and liability options you selected on the day of the move. Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have heard from the dispatch of the company, and they have supposedly found my boxes, but now this response makes me concerned that you have not. They were supposedly getting picked up from somewhere, but I don't know how they were lost, where they are, or when they are supposedly getting delivered. Additionally, the fact that your pick up drivers take the time to label every box with a number, and write it on a list, is makes it very disconcerting that someone in the company could not count, and lost the boxes. Additionally,I do not appreciate the company blaming this on me,saying I did not report the missing boxes upon delivery, given the rush the delivery driver was in after unloading my boxes. He did not give me time to count my boxes as he was running out very quickly. I specifically expressed concerned about broken or missing items, and he told me that the company policy was that I had 60 days to file a missing or broken complaint with Elite. I am still awating my arrival of the boxes, but will believe that they are coming when I see it and can update my claim once it has been resolved, but I certainly do not appreciate Elite not taking responsibility for this gross oversight. Final Business Response /* (4000, 9, 2014/07/03) */ Our records show that from the time our previous responds was written, the boxes were found with another client and were delivered to the client on June 30th.

7/14/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I called into Elite on Monday 6/16/14 at 9:41 am and again at 11:38am cst / I am Job #******. requesting to cancel my move date from 6/30/14, I originally had it set for 6/20/14, but I changed that date with ****** on 6/3/14, going to ***********. When I called into Elite on 6/16, that morning I spoke to ************ asking to cancel my move she advised me, I called in just in time. They had me on list to put my stuff on the trailer today. I said I'm glad I called when I did and I asked her what will it cost me to store my furniture in their storage until I move into a place in Illinois. She quoted to me $80.00 a month. She asked me to email her in writing that I wanted to cancel the move. I left work early on Monday because I was ill, so I was able to respond back to her on Monday, so when I got in on Tuesday responded back to her. e sent morder, I forgot to respond back to her right away. Then I spoke to her again on the same day, after I had not responded back to email; she advised me that my furniture was already on the truck and if I wanted them to put my furniture back into their storage they would charge me a fee of $200.00 to unload it off the truck, at this time I'm confused because earlier she told me I just called in time. Account_Number: Job #******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I don't understand why I am being charged $200 fee for unloading truck, when my furniture was never loaded on truck.

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ This client hired our service to move her items from IL to *** We picked up her items in IL on 5/28/2014 and after having the items in storage per clients request we loaded the items to be delivered to FL. After the loading, the same day client called our office and stated she doesn't want her items to be delivered. at the time of conversation it was already too late as the trailer already left to FL from our storage and we had no option to stop it. This shipment now in ******* as per client's original contract with our company. We are trying to help and return the shipment back to IL as the client asking to change her destination from the original signed contract. Once we will get the items back to IL and once client knows where she will need it to be delivered we will be able to give more information on what else can be done. Our company had an obligation to pickup this shipment in IL and deliver to ** - we have done it - but the client refusing to accept it. We will see how we can help this client once the items will be delivered back to IL and once she will decide on her final destination. $200 was charged because we still had to unload her items in *** At this point we also will need to load the items back to the trailer and deliver back to IL

7/4/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I started the moving process with Elite Movers on 4/16/14. With a promise and payments being made on my behalf by employer. We started this business partnership with the understanding that my furniture would be delivered whole and not damaged. My company made the first payment of 20% down payment on 4/19/14. You will find the bill/invoice from elite movers attached. Please note I paid for special packaging for my 60" TV at $50.00. When my furniture arrived the movers waited till the end to unwrap my TV the glass on the front was cracked and broken into pieces. Also the bottom piece of the metal stand was bent in and angle and can no longer stand or hold the TV. As if it was dropped from a high position on the front of the glass portion and then fell on the bottom where the metal is for the frame of the stand. Also my dresser showed up with all 4 legs bent and broken off. It was damaged from the ripping of the legs being ripped off. Each leg cannot be put back on because the legs are bent on the base. Also there were scratches and damage on the corners of the dresser. There was 3 glasses and 2 plates broken as well. If I would have known that elite had the bad comments on BBB and bad reports on other moving surveys I would not have used them. On 5/20/14 I requested in an email the information for the claim process for the move. This is because I did not feel confident that my move that took place on 5/23 would all be in one piece. Please see attached.

Desired Settlement: i wnat the TV that they picked up. they specially packed my tv and still dropped my tv. what company stays open and can damage others property and never responsible.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ I do apologize for the inconvenience and i am sorry if there was a damage on this move. This client been in contact with our claims department that offered her the reimbursement based on the liability coverage she purchased on the day of the move plus the amount she paid for packing the broken item. We are waiting for the client to respond. She also did agree to the arbitration process through Unites States Movers Association and she can contact them as well to start the process at ************

5/26/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 12-31-13, I was at a gas station to purchase gas. I was on left side of pump, moving van was on the right side of pump. Moving van started to pull out. Moving van unable to make turn, backed up (I heard back up beeping). I turned head to insert card to pump gas. While inserting card, heard loud crash. Ran to front of car and saw half front bumper torn off. Watched moving van pull out and drive down street. Was 6:30am, unable to get license plate number but got clear look of back, obtaining moving company name. Filed police report. Contacted insurance. Left message on voice mail for moving company. *** (said was owner) called me back. Stated that moving van was at gas station but said driver denies hitting car. Told *** perhaps driver did not know he hit car. *** stated not possible. *** stated I was lying and car already damaged before going to gas station. *** told me he would not deal with me, only my insurance company. My insurance company got same response from ***. Insurance company did pay for repairs, less my $500 deductable. Want my $500 deductable back. I have pictures of damage plus torn front bumper. Insurance claim office confirms damage caused by truck cutting across front of car.

Desired Settlement: $500 to cover my deductable for repairs caused by company moving van.

Business Response: Initial Business Response /* (1000, 7, 2014/05/05) */ We do apologize for any inconvenience but we did take care of this matter with the insurance company of the complainant and closed it. No farther payment above of what was paid to the insurance will be made as we handled the matter based on their requirements. Initial Consumer Rebuttal /* (3000, 9, 2014/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken with my insurance company - *********** ********** My claim #XX-XXXXXXX. Per my insurance company, they have not received any payment from Elite (or any party) for this claim. Their records do not show any correspondence from Elite. Who did Elite speak with? Does Elite have copies of their correspondence? Does Elite have a copy of a cancelled check? Their response admits liability. Final Business Response /* (4000, 11, 2014/05/14) */ If the client has insurance and they paid his claim the insurance should be in contact with Elite and we can provide them all the information they requesting if applicable. Elite will correspond with the insurance company in regards of this matter.

5/5/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: Contacted Elite Movers on March 25 and set up next day moving service. Spoke to Byron and gave him list of items to be moved. He sent me an estimate of $1402.00. After reviewing estimate, I called him back and added one bbq grill yet removed 5 plastic totes to keep estimate as close to original amount. Signed contract and movers arrived the next day. The team leader walked into the kitchen and asked me to go into another room to talk. I motioned my brother who was standing with me in kitchen to walk into the other room also. There the leader told me I was way over estimate on cu, ft. He then told me if I took care of his moving guys, he would keep to the estimate price as close as possible. I then gave him $980.00 (I was at the bank getting the money needed for the movers when they arrived at my house. I have a dated with time bank withdrawal record)and told him to do whatever as keeping to the estimate price. He then told me it would cost and additional $130.00 per TV to crate and move. I told him to leave the 2 TV's along with all plastic totes. Which would then decrease my cu. ft. allowance by a measureable amount. Upon delivery, the driver called and said he needed an additional $690.00. After signing the contract, I gave Elite $438.66 deposit on March 25, 2014. By my calculations, I should have owed them less than $200.00. So they put my belongings in ******* and told me I had to pay the $690.00 and then I was responsible for getting and moving such items out of storage. They then charged me a $50.00 storage fee which they listed free one month storage on their paperwork. Their office sent me all the final paperwork and none of the totals added up to the $1790.00. I then contacted ***** and told him about his moving team and their price scam and ***** hung up on me. My two sons, 15 and 16 years old, and my brother who is 46 years heard and witnessed everything. After the movers left, my brother commented on how shady this business was and that I'd probably never see my belongings again. My one son said that guy (leader) was a crook. I would be more than happy to e-mail or fax you all the paperwork involved. As I need to go back and check on exact dates and $dollar amounts. You can see the amount of items that were not moved and the the leader's handwritten receipt (which I was never given a copy of) showing the errors in addition, which was sent to me from the company. I checked Better Business Bureau a few days later only to find that they have had 58 complaints in the last 3 years. To my surprise, the BBB gave them a A+ rating. Please let me know when you need the paperwork and I'll forward everything to you. Thank you for your assistance in this horrible ordeal. My estimate number for the move is EXXXXXX.

Desired Settlement: To have the company deliver my belongings as I had paid already $1486.66 delivery cost and I shouldn't have to go the the storage facility to pick-up and deliver such items my self (I rented a van for $1221.00 to drive from Illinois to Florida to bring items they did not take, and a detailed explaination of cu. ft. charges with all items removed from original amount of items listed, I should have been below estimate, also, the correct deposit amount $980.00. Void all storage and misc fees that I was overcharged.

Business Response: Initial Business Response /* (1000, 5, 2014/05/01) */ We do apologize for any inconvenience. After investigating this case and reviewing this complaint we found that there was a mistake down with the cost of this move. The movers gave binding estimate on the day of the pickup $1,790.00 and client signed that estimate and initialed each line of each charge. After the move was completed the movers revised the high estimate of $1,790.00 to lower estimate and listed the new estimate on the bill of lading in the total of $1524.00 including $80.00 for packing that they performed. Client paid total of $1173.66 ($438.66 as the deposit by credit card to schedule the move and $735.00 by cash to the movers directly). This amount was listed on the contract and client signed approving this amount. With this new amount the balance of the move at the delivery should have been $351.00 and not $616.34 as originally presented to the client. If the client paid extra money directly to the movers to make a deal outside of the companies contract -we are sorry and did not have control over this situation at the time of the pickup - but at this time after knowing it - the foreman that was responsible for this move was removed from his position as this behavior is unacceptable in our company. With that said - we cannot prove of what happened on the deal that is not documented in our paperwork and only thing that we can do is to revise the estimate to lower numbers. We also will be covering the storage fees all the way through 05/10/2014 and will cover the storage expenses of storing this shipment in storage in Tampa FL. The client can pay the right balance of her move in the amount of $351.00 and pickup her items from the storage. Initial Consumer Rebuttal /* (2000, 7, 2014/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/14/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I contracted a move with Elite Moving from Wisconsin to Florida (Job # DXXXXXX ... Original Job# EXXXXXX) in October of 2013. During the move approximately $80.00 of damage was caused to 2 items. Marie at Elite Moving (XXX-XXX-XXXX) agreed to settle for $50.00, however, she never followed-thru even after numerous attempts on my part (at least 10) to discuss the status of promised refund. She never returned any calls or emails even assuring me on multiple occasions with statements such as, "I will call you back with-in the hour" At this point, I am requesting the original $80.00 claim due to extra work and aggravation on my part.

Desired Settlement: I would like an immediate refund for $80.00 mailed to my home address.

Business Response: Initial Business Response /* (1000, 7, 2014/03/20) */ We do apologize for any inconvenience, but after agreeing on the $50.00 amount the claims department sent this client an email with the release form that needed to be signed on 02/24/2014. This release form was never signed and returned back to our office or to the claims department. we will forward this email again today and once it is signed and returned to our office, the check will be mailed. copy of the header from the original email: From: ****** ***** ********** mailto:***** Sent: Monday, ******** 24, XXXX X:XX PM To: ****************** Cc: ***** Subject: release form Dear **** *****, We have been advised by the movers to send you a release form for $50 which was agreed upon. Attached is the settlement release form that needs to be signed, notarized and returned back to Anthem Claim Management. Thank you ***** ****** Anthem Claim Management X-XXX-XXX-XXXX opt 5 Initial Consumer Rebuttal /* (3000, 9, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have NOT received this email ... perhaps the business could mail it? Final Business Response /* (4000, 11, 2014/04/03) */ we received the release form signed form the client on 03/31/2014. The check is being mailed by 04/05/2014. Final Consumer Response /* (2000, 13, 2014/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Elite Moving did finally send a $50.00 payment. However, it would have been nice if they had sent the original $80.00 estimate as I had to go through so much to resolve this issue.

3/31/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Lost lamp, clothes

Desired Settlement: Pay for lost items

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ We do apologize if the lamp is lost. Please contact our claims department at 877-476-5983 to file the claim and they will respond based on the contract and liability option that was purchased with the move.

3/27/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: Elite movers received a detailed inventory of furniture items and sizes and provided a binding estimate. The estimate and contract also stated that furniture would be wrapped and protected by the moving company. When I received my contract, I was charged extra for the bed, dining room table, bookshelf, and desk (even though they had exact dimensions for these pieces). There were also items I had packed in metal containers that the movers unpacked and put in boxes. I was charged not only for the boxes, but also labor. I was also charged labor for putting a mattress pad on the bed (that I was required to purchase), but not told to place on the bed. The contract states that I used an additional 149 cubic feet, but it appears to be an error since they had detailed measurements of length, width, height. The firm also misrepresented what they would pack and protect as part of the service. The movers also moved goods that were not supposed to be placed on the truck, were not on the inventory, and charged me for it. The firm also received an email from me stating move in was only allowed Monday through Saturday, but refused to ship my goods until I signed saying I would agree to pay extra for shipments that excluded Sunday. Although there are six days to select from, the company charges an additional $900.00 for not receiving on these days. This fee has not been charged at this time because I have not received my goods.

Desired Settlement: I would like the company to agree to deliver the goods during the requested days/time as noted in the 1/22/2014 email they received. I also require a week's notice, not 24 hours, which was also stated in the original email. The company is refusing to honor this. I would like the company to review the additional packing the movers did and space. I know there were additional items (4 duffle bags) that were not on the original inventory that used cubic feet, but I left things that were on the original inventory and do not believe what they took was equivalent to 149 extra cubic feet. To date no one from the company will call me back. My goods were set to ship a week ago (although they have 14 business days grace), no one has contacted me to update me and even when I have been told I would be called back on the issues (three times); no one has called me back. I was forced to sign a contract at a higher rate in order for the shipment to occur, but no one has notified me if they are moving the items or not and what the status is.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ We do apologize for the inconvenience and would like to clarify this move. This client sent us an inventory that we went over updated in our system. We had 80 items listed at 951 cf. Client agreed to use our services and scheduled the move with us. At the time of scheduling we did advise that this is a binding price for items listed (the 80 items). This price is based on us providing moving blankets for the move and client either providing tape for the blankets and packing all the loose items that can fit into the box and boxing all items that have any glass or fragile parts - or we would be providing the additional packing service on the day of the move, if these items would not be prepared correctly. Client received 4 different emails with these terms and conditions ****** - moving quote with general information, ****** ***** & ***** - 5 page binding estimate with very detailed terms and conditions) that included an information that this is a binding price for 80- items listed in this estimate and the extra charges that will be applied if items will not be packed correctly. at the time of scheduling we also advised client that our delivery window is 1 to 14 business days from 1st available delivery date, we delivery on the weekends and we call by 6pm day prior t the delivery. This information was also part of terms and conditions. The client is not happy with the additional charges for packing and for extra cubic feet - and we are sorry for that, but on the day of the pickup the movers picked up over 95 items instead of 80- that were listed on the contract and the movers had to use our packing materials and labor to accommodate all the items as per our terms and conditions. in regards of the delivery restrictions, client referring to an email she sent our sales rep before booking the job and she was stating that before she will schedule she needs to know if we can meet insurance requirement of her building. she emailed us a page with the requirements and the only thing our company checked is the insurance amount that is needed for the company to enter this building. after checking we did notify the client that our insurance meets the requirements of that building. at no time we notified the client that we review or agreed to accommodate any other requirements and restrictions above the insurance amounts. At the time of scheduling the client did not notify our office that our delivery needed to be limited to Monday to Friday and that she needs `1 week notice. Even when our sales rep told her that we will call her day before the delivery and that we do work on the weekend - she did not correct her with the restrictions. When client signed the contract with the terms and conditions explaining that the delivery could be any day of the week - she did not correct or notify us that there is an issue and at the pickup she signed another documents stating the same delivery window with only 1 day of notice - and again - client did not correct us on that page as well. We do apologize for any inconvenience but this client did have additional items to move, the items were not packed per our requirements for safe transportation and the movers did need to provide the packing materials and to pack (labor) and at any time if we would know about the restrictions on the delivery days and hours we would quote an additional cost from the start. in addition at any time that the client had a questions she always got a respond, it maybe not the respond she was looking for, but at all times our office answered her questions with the information we had available. Final Consumer Response /* (4200, 16, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided documented evidence of my claims and Elite provided one paragraph apologizing for any inconvenience, but have still not accepted any responsibility or provided justification for charging me 29% more than the binding estimate. The response, the service, and treatment was unacceptable. I didn't expect additional service or exceptions, just ethical, honest, and professional treatment. The missing and damaged items have been filed with the outside contractor for Elite Movers. While I cannot change the circumstances or results of this decision; I can and will do my best to educate potential clientele about the lack of quality, professionalism, and integrity of Elite Movers. Final Business Response /* (4000, 14, 2014/03/19) */ We do apologize for any inconvenience with this move. After checking the facts on this move again, we stand by the information originally provided in our first responds. Elite acted based on the terms and conditions client signed with our company and did not apply any charge that was not listed in our terms and conditions. If we would make an exceptions from our term and conditions that client signed we would write an addendum in the contract like we do for other clients that asking for us to make exceptions or provide additional services. If there was a damage or a delay we do apologize, please contact the claims department at XXX-XXX-XXXX. They will respond base on the coverage that was purchased at the time of the move.

3/10/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Per our contract the late possible date for delivery was ******** 13th however we did not receive our household items until ******** 16th. ******* called us night and day to get our business and once we signed and paid we were ignored and treat like a redheaded stepchild. My husband had to sleep on the floor from the 8th until the 16th. I specifically asked for this to be expedited if at all possible and I was assured that they would do they're absolute best to accomodate us. Product_Or_Service: Moving Services Account_Number: DXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like a reasonable refund as it seems the company took us for granted and held our household goods to fatten their pockets at our expense. They were 8 households worth of furniture on that semi. This was the Worse moving experience We've ever had and believe me we won't do this one again.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ we do apologize for the inconvenience and delay of your delivery. We do offer a delivery window of 1 to 14 business days for shipments from IL to TX. Unfortunately the first 2 months of 2014 were very difficult in terms of the weather in the Midwest. We were hit with the most difficult winter in years, and unfortunately it delayed some deliveries, and few of them went few days over the 1 to 14 business days window. we extremely do apologize for that, and as mish as we want to deliver each client as fast as we physically can, we had some issues because of all the storms and the extreme cold. Per the contract that we agreed on we do need to issue a refund of $30.00 for each day we are delayed after *********** The check for $90.00 was mailed to the client on ***********

3/7/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I hired company to moved apartment from Illinois to Florida and once my goods arrived they don't want to delivers furniture and charge for extra for steps cost. This Company failed to deliver product and good that is paid for. Account_Number: DXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Want goods deliver at no extra cost or return to Illinois.

Business Response: Initial Business Response /* (1000, 5, 2014/02/24) */ I am sorry for the inconvenience and not sure what is the complaint about. This client contracted our services to move her items form IL to FL, to be picked up on 01/30/2014 and delivered between 02/03/2014 and 02/20/2014. The items were picked up on 01/30/2014 and delivered on 02/10/2014. At the time of scheduling the client was advised that because she is on 2nd fl at delivery we give 10 steps free and each additional 10 steps would cost $75.00 - we listed that on the contract in writing because we had that conversation. In addition we did advise that our trailer should be able to park within 75;' or less from the apartment door of the delivery location and that if that would not be possible - there will be a long carry charge. The client read the contract, signed the agreement outlining our terms and conditions. We do apologize that he needed us to perform these additional services at the delivery - but this information was fully disclosed to the client and was part of the contract.

2/10/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Job # EXXXXXX On September 7, I spoke to ***** ****** (Moving Consultant) in regards to getting a moving company to move my items from Chicago to *** ****** **********. On September 17, I agreed to have Elite moving company move my items from Chicago - San Diego ($2077.00). We agreed to pick up the items on September 30 and I would be in San Diego on October 4, which occurred. I put $415.40 for the down payment. 9/30/13- the Delivery came pick the items and collected 1030.00. Doe to more items on the list my bill came to 2558.60. 10/3/13, I was told by two employees from Elite Moving Company ****** & *****), the items will be there within 10 days because ********** is in high demand. So I packed for 10 days worth of items. I arrived in *** ***** on October 4. 10/11/13, Elite Moving Company called me and said the items will be there between 10/16-19/13 and the driver will call me 24 hours in advance to confirm an arrival time. 10/19/13, No called me so I contacted the moving company. I was told it is going to take another two days and I should contact driver because he is causing the delay. I contact the driver, he stated he received the job on Friday 9/18 and he will deliver the items on 10/21. 10/21/13- 915am, I called the Elite company to address the issues I was having with on calling and making me wait 21 days to delivery items. The manager said they will take $150.00 off my bill for the troubles. The delivery guys came to my home (10:20a.m.) and collected 963.20. Within 1 hour and half, delivery guy took a break and left my items on the street. I ask them, what's going on, they said, they needed a break. I contact the Elite movers and the manager said, the driver is entitled to take a break. They had no consideration my items was sitting in the street while the driver was taking a break. One hour later they notice my headboard was missing. So contacted the Elite moving company to make complaint and ask what should I do. The delivery guy told me I should count my item myself. I had over 200 items. I contact moving company again. Now, the delivery guy and the moving company are going back and forth over the rules and policy. Delivery guy agreed to help count all the items. While counting the item, I notice damage my wall on both floors and starched up hallway walls. I still do have my headboard. I had to file claim.

Desired Settlement: I would like to be compensated for horrible customer service, damages to my home and missing item and apology.

Business Response: Initial Business Response /* (1000, 5, 2013/11/01) */ I do apologize for the inconvenience but after speaking with the client and reading the complaint, it should be addressed to the delivery agent and not to Elite Moving & Storage. The delivery window that was promised to this client is 1 to 14 business days from 1st available delivery date with the notice by 6pm day prior to arrival. This client was ready to receive the items on October 4th and the last day for us to deliver was October 23rd. On October 11th we loaded her items to the delivery trailer and after the driver gave us his delivery window we called the client and advised her that the items are loaded and on the way to CA and as of now the estimated arrival is 16-19 of October, but that is an estimate and may change and the final notice will come from the driver himself by 6pm day prior to the delivery. Unfortunately the trip was delayed and the delivery was performed on the 21st of October, still within the guaranteed delivery window and with the call day prior to the delivery. To try to compensate the client for the inconvenience we did offer her $150.00 to resolve the issue, although per our contract we could still deliver till October 23rd. The client was happy with that amount and advised us that it does resolve her concern. At the delivery the client did state that there was a damage to the wall done by the delivery agent - on which we asked her to get an estimates for the repairs and paid her the estimate she sent us for $275.00 in full - that also resolved the issue. We do apologize for the issues were caused by our delivery agent, but our company did take care of all the issues with amounts higher of what the requirement. Initial Consumer Rebuttal /* (3000, 7, 2013/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like know where abouts on my head board.I would like to know, who lost it and how long do I have to wait on the claim. Final Business Response /* (4000, 21, 2014/01/27) */ we do apologize for any inconvenience but we covered the $150.00 of being late even that we were still within the delivery window and based on the contract signed did not need to offer any compensation. we did paid over $270 in the damages to the property - the exact estimate client sent us. the $85 is at $0.60 per pound per article for the missing item. that is the liability coverage this client purchased and that is the best we can do. Final Consumer Response /* (4200, 17, 2014/01/13) */ I did receive the settlement in the mail. I have a discrepancies with the settlement for the amount of $85.40. That is extremely low. I would like the see the log to confirm Elite gave the other company my headboard. I can not understand, "how a moving company can lose a queen size headboard?" Also the ****** ***** ********** insurance paper work states, I packed the headboard which is false. Elite movers wrap and packed the headboard. I have come to conclusion either the movers damage the headboard or the item was stolen. Please let me know what other investigation were perform to confirm the headboard was truly lost?

1/2/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I made several email attempts throughout the pass 2 weeks to obtain some type of timeframe for anticipated delivery. At first there was no returned response from Elite. When Elite did respond, it was explained to me that there was issues with the delivery truck that would need to be attended to before delivery could be scheduled and was asked for my patience on the matter. Once this information was received, I made the necessary changes on my end, because I had a family emergency to attend to in *** Therefore, I cancelled my move to apartment **** ** ***** St, *** *** ** XXXXX and (12/21/2013) notified Elite via email of the delivery address update, as well as communicated that I would not be in ******** until the 1st week of ******* 2014 and asked if delivery of items could be scheduled for that timeframe. Stating this should give Elite enough time to get delivery truck fixed and curtail the pressure of delivering items around the holidays. Thursday, ************* I get a call followed up with an email from Elite stating my items are scheduled for delivery *********** Well hell, why would the company schedule my items for delivery during this time, when I clearly emailed them to state I will not be in ******** until first week of ******** Now Elite wants to hit me with all these additional charges.

Desired Settlement: I am not willing to pay for Elite mistake. Reps should have followed the email thread, which I made very clear I will not be in KS, MO until the first week of January 2014. Elite communicated truck repair would need to be performed before a delivery could be scheduled and I would receive communication before arrangements were made...the company did not follow thru as stated. I have a word doc where I snippet the emails beginning on *********** however, there is no option to attach them within this form. Please contact me so I can submit that information to you as well.

Business Response: Final Consumer Response /* (450, 5, 2014/01/02) */ Good day... We were able to settle the matter without BBB's intervention. I finally got management to pay attention to the email thread. Thanks.

11/18/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Contract was not described in full and added charges were hit on pickup and delivery. Time for delivery was never explained. I would have chose another option had I known the time length for delivery. All Spanish speaking employees who did not understand me.

Desired Settlement: I would like the added on extra charges refunded to me as they were never described. The salesman knew I had never used a moving company in the past and knew he could get away with just hitting me with the charges when they showed up. He was willing to answer the questions I had but didn't offer anything up. And after they showed up for the pickup and I emailed him he changed his story about what he told me. He also knew I was going through a death in the family and the move and needed to make a decision quick

Business Response: Initial Business Response /* (1000, 5, 2013/11/07) */ We do apologize for any inconvenience and sorry if you are going through a hard time. We did check your record and we seen that there were 4 emails sent to you prior to you scheduling this move with our company explaining the charges that are included and what can affect the price and change it to a higher cost. At the time of scheduling the move the sales rep did go through the explanation of the pickup and delivery windows, how items needed to be packed to avoid additional charges and how we take the payments. After that, the sales rep took the credit card for the deposit and emailed the moving contract of 5 pages to you. On this contract the client needed to initial each page and sign 2 of the pages as a prove of client reading the document. This contract had very detailed information about the pickup and delivery window, and the explanation that if this client will have more items, there will be a fee to pay to take these extra items that were not on the original order. It also explains on how items needed to be packed and what could be additional cost - this way client can pack items and have the Tape ready for us and avoid additional charges. Client reviewed the contract, initialed in all right places, signed and sent it back to us as approval of hiring our service with these terms and conditions. Our company did the pickup and delivery according to the contract that the client hired our services by and we charged the packing and the extra items at the rate that we guaranteed in that contract. We do apologize for the inconvenience but our prices are guaranteed for the items client gives us packed and if client decides to add items to the original list last minute - client can either leave these items behind and honor the original contract or add these items at additional cost.

11/7/2013 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: There is no way that I can accuratley detail all the damages. Elite failed to offer reasonable care and skill when moving our items. I will preface this letter that we were not provided with the documents listed below until the move was complete and in the case of the I.C.C brochure, that was never handed to us on ****** 3rd. I. Household Goods Descriptive Inventory II. Bill of Landing (This was not signed, dated or written on until after our move was completed. The liability was not completed until after the move was complete - this can be attested to by the President of our Master Board, (independent witness) who was there prior, during and after our move. III. Packing Order Materials form IV. I.C.C. Brochure - never received V. Specified tariff listing. Important to note that shrink-wrap is not included on the web-site as a chargeable tariff nor mentioned on the web-site. In addition, we were not provided with this information up front, only after themove was complete and the foreman was completing it right in front of us at the END OF OUR MOVE. Tariff rates in regards to the packing Order Material form is no where listed on the website or published to us prior to the move in any type of communication.- all listed on one form and NOT seen or signed until after the move was complete, therefore abolishing our signatures/approval to the waivers specified. VII. Since we questioned and followed the instruction and recommendations of the moving foreman, they are liable and the waivers are voided. VIII. Tariff rates in regards to the Packing Order Material form are no where listed on the website or published to us prior to the move in any type of communication. IX. Since we did not receive the written Tariff or Movers Liability forms or see them until AFTER the move was completed (can be attested to by 3 people, one independent witness) we are stating that under the Released Rates Orders of the Surface Transportation Board of the U.S. Department of Transportation, our contract was breached as we were not given the opportunity to select an alternative level of liability; THEREFORE our shipment should be transported at the Full (Replacement) Value level of .X. The address is listed on our weight tickets is listed: **** ****** ******* ****** IL XXXXX; which belongs to another Moving Company - ******** ****** and ********** did not give permission for anyone outside of Elite Moving and Storage permission to handle or store out items. Furthermore, we contracted and only gave our permission for our item to be moved from our location at ** **** *** ******* ******* IL XXXXX DIRECTLY TO **** **** ****** Street, ****** IL XXXXX, so how are my items being weighed at another company, facility, crew and STORED THERE. This is a major VIOLATION of OUR CONTRACT and Elite's ethical responsibility. Elite Moving did not communicate this to us, is any way, shape or form - We are holding Elite Moving LIABLE for ALL Damages to our damaged and lost items in their FULL replacement value. There is so much more to list, so I ask that I be able to submit the cover letter submitted to their insurance company, anthem.

Desired Settlement: The full replacement value of what we know is missing. The full repairs to our home including gathering estimates, labor, time and materials in order to restore it back to the original condition. The full replacement of the remaining boxes that are missing (from the 39 total), as we do not know what is yet still missing, a value will need to be appropriated. Compensation in order to file any and all claims as if it were not for their negligence, dishonesty this process would be a mute point. This again, will need to be assessed.

Business Response: Initial Business Response /* (1000, 7, 2013/09/17) */ This complaint is invalid. This move was listed under ***** & ****** Loy (wife and husband based on the info we got). The husband, ******, approved all the charges, signed and received all the information and wife is calling after the move and being upset that he did that. In addition this client put a dispute on her payments to us, so at this time our company doesn't have a full payment for this move. We are not able to correspond with this client as nothing we relay is understood or accepted by her, therefore we had to advise her not to contact our office any longer and that we will respond to any agency directly that she will contact with that complain and have them to mediate and make the decision. Update on this record as of now: We went through the paperwork and the procedure that was done - all was done correctly based on the rules and regulations. Only mistake that was done by movers is that they undercharged the client by $24.00 (that we are not asking for). The client received a claims department phone number to file her claim. The client also received information on how to file the arbitration with the company that is listed in our tariff (as we must do that by law). Client filled complaint with the ICC - that is the organization that enforces all the rules and the regulations for the local moving companies in Chicago land area. The ICC at this time will be sorting through all the documents she is sending them and will be making their decision in regards of how this issue should be resolved. To respond to the information this client wrote to the BBB: All the documents were provided to this client at the time required by law. Her husband signed and approved all of the documents. ***** is knows that all was done correctly and all was approved by ****** and she expressed her discontent about him doing that. Now she is trying to find anything to try to take it on Elite. All the charges are based on our tariff. The brochures were given to them prior to the move started. The storage of her items were in our storage facility and yes, we did have to pass ** a weight in a different location to weigh her items, but at no time we promised to have a weight will be done inside of our facility and in her case it was on the way to our storage, therefore it did not affect the time either. Additional this client came in to our office demanding to see the original weight tickets as she insisted that the weights were done in 2012 for her move in 2013. We provided her again with the weight tickets for her to see that all was done correctly. The information that she provides in the complaint is invalid and the ICC is going through all the documents she provided. In addition this client put a dispute on her payments to our company, so it this time she did not even paid in full for the service she is complaining about. Final Consumer Response /* (4200, 20, 2013/10/18) */ I responded and attached 2 additional documents that I do not see recorded. Please advise if you need me to resubmit, thank you. My reply is that I am not satisfied and I will continue to need to support of the Better Business Bureau to help resolve this situation. Thank you, ***** *** Final Business Response /* (4000, 28, 2013/11/07) */ This claim is being reviewed by ICC and they will make their final determination. This client is trying to get out of paying for the hours our movers worked and just looking for any reason to find what our company did wrong. This client can file the arbitration if she doesn't agree with the claims department findings once she will get it, through the company we have to have on our tariff. Client already got the company name and contact. Our company did not do anything wrong and we did all based on the rules and regulations. The only mistake we've done that we did not charge the client for the storage and under charged her for about $24 in addition to free storage that she got. This client is trying to get away from paying for the service she received and doing everything to try to find an issue with our service. Previously she said that we did not use a shrink wrap when on the pictures she sent us of her items- there was a shrink wrap. Just to address the documents she attached: 1. email between her and our sales rep that has no connection to anything she is stating. 2. email from our sales rep on 07/25/2013 stating that we had a problem with our system so it took extra 1 hour to set up her move (no connection again to the move he had) and when scrolling down there is a moving estimate for this client with ***** and ****** as the people on the contract. (we can not guess that her husband's name is ******, unless she told us he would be a person that would be at pickup in the event she is not available - we would not know to put his name and wound not know his name). Again this email was sent to her after she gave pre-payment of $50.00 and we got the names of people involved and the addresses. 3. email that client received form us of the quote before the deposit only with her name. this email was sent before receiving the pre-payment and gave us the names and the addresses. This email from 07/22. 4. never seen this page, but if it is showing the time we were at her location we still need to drive back to our storage and still need to unload the items. 5. Bill of Lading - client is pointing to the hours we were at her place but she is ignoring the driving time to our office and to unload the items (listed in the middle of the page) 6. has no connection to her move - her move was not subcontracted, she was always working with elite and her move was done by elite - the company she is referring to is a long distance company that handles moves done from the west coast. - again no connection to her move and she was never had to deal with anybody from a different company. At this time this client is just trying to find anything that will allow her to get her service for 50% off or more including disputing her payment to or company.

11/5/2013 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: James at Elite states that he told me on our very first conversation that the movers would have a 14 day window from the first date of delivery available. (First date I would be in my new home to accept delivery). I don't remember hearing this. It's not written in the contract anywhere. I waited the 14 days. My things weren't delivered until 17 days after the first day I would be home to accept delivery. When I called ***** told me they would take $30.00/day off my total charge for each day late. If she hadn't told me this, it wouldn't have been done. I had to remind them of this or they would not have taken this off my bill. I wasn't informed my things would be 3 days late (post 14 day window) until I called the company. They had no intention of calling me to let me know. I emailed ***** *********** he won't email me back. The total cost was about 300.00 more than the estimate. Several of the tubs I packed arrived with huge cracks in them, dirty, bent, and with what looked like dirt in them. A few glass items were broken too. I have a sewing machine in a console that when it was packed to move, had 4 legs. When it was delivered, it had no legs. Something I'm sure would be of no concern to the company. Product_Or_Service: Long distance moving Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund $150.00-broken storage tubs I cannot use anymore; irreplaceable sewing machine console legs; broken glass items.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ We do apologize for any inconvenience and for arriving 3 days late. Our contract sates that the delivery is 1 to 14 business days from first available delivery date and that our office will contact the cleat 1 day prior to the delivery. This contract was signed on September 3rd and returned to our office as a confirmation for the September 8th pickup for this move. In addition to putting the packing requirements in writing on the contract that we have clients to sign in order to hire our services, we also do explain each client on how items needed to be packed once the movers arrive and in this case client did not pack items per our requirement, which is the reason for the additional charge. We do apologue for the delay and did give the client reimbursement that listed on the contract for each day delayed. This amount would be offered to the client regardless of her calling our office or not. We do apologize if there was damage. Please contact our claims department at XXX-XXX-XXXX to file the claim and they will offer the settlement based on the contract that was purchased by the client from our company.

10/25/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We contracted Elite to move our household. When the delivery was finally received, it was obvious that not even minimum level of care had been taken. Boxes were crushed, all wood surfaces were damaged, the night stand was actually crushed. Gouges are in the end tables, console table and a huge deep gouge is in the entertainment center

Desired Settlement: We are seeking a settlement sufficient to replace the damaged goods- approximately $2,000

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ We do apologize if there is any damage to the items. Please contact our claims department at XXX-XXX-XXXX and file the claim and we will handle it on timely basis based on the contract that was signed. Final Consumer Response /* (3000, 7, 2013/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have left multiple messages (8/26, 8/27, 9/9, 9/12, 9/13, 9/23) for the claims department and have been assured that I would receive a call back from ***** with no response. It is impossible to file a claim if no one responds to take the details. I am left with no options and no recourse Final Business Response /* (4000, 11, 2013/10/14) */ ***** is working at our dispatch department and she is directing clients to contact the claims department at XXX-XXX-XXXX. Please contact our claims department at XXX-XXX-XXXX to file the claims so we could go forward and start reviewing this case. Again we do apologize for the inconvenience, but ***** is not the person that works at the claims, please contact the claims department at the phone number that was provided on our previous respond to the BBB and start filing the claim so we could review it. Thank you

10/14/2013 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I hired Elite Moving and Storage to complete a move from a storage facility to our new home. The move was to be arranged at 7:00 a.m. on ********* 6th. Unfortunately, our closing could not be completed until 11:00 in the afternoon. My husband reached them on ******** August 29th explaining the situation and spoke to a woman receptionist. She stated that there was an 11:00 appointment open but that we need to give a 72 hour notice. She said that we would renegotiate and make another contract and add another $50 deposit (meaning that the initial $50 would be lost). My husband said "but I'm talking to you now." She said "but this is not a business day." He was confused and said he would have me call since I made the appointment. I called right afterwards and I was able to reschedule for Saturday without making a new contract. I had a verbal agreement with a male receptionist. He said that my new appointment would be at 7:00 a.m. on the 7th. Five minutes later, the same man called me back and said HE was canceling the appointment because I didn't call within 3 business days. I have 3 questions/arguments: 1)Did I give them sufficient notice 2)Was the verbal Saturday contract binding? 3)It seemed highly unethical that they appeared to be weighing the profit margin of keeping the $50 even though there were open appointments? Can they do that? Please let me know.

Desired Settlement: refund

Business Response: Initial Business Response /* (1000, 5, *********** */ We do apologize for any inconvenience and first I would like to let you know that we did make an exception after the office was able to reach the manager (as when the client did call it was a weekend and no manager was in the office) and made the change within the 3 full business days without charging the additional $50. Later on Tuesday, *********** when client did decide to cancel the move, we again made an exception and refunded the $50 to the client's account. Our company doesn't hold any money from this client. Our policy is we need 3 full business days (excluding Saturdays, Sundays and holidays) to make any changes and / or cancellation on the move as by that time the schedule is set and each change or cancellation within this time, will have that truck and crew without a job for that time or day as it is hard to fill out the spot last minute. In this case, the last day to make changes and or cancelations was ****** 30th - the Friday as the 2nd of ********* was the holiday. This client did call and was advised that he needs to speak with his sales rep to see if anything can be done. The client refused to wait and demanded to make the change right then. There was no manager working in the weekend, and nobody in the office had an authority to make the change without loss of the deposit. Again, we do apologize for the inconvenience, but we do feel that if the client would wait to speak with the sales rep that helped them originally, all that could be resolved. Final Consumer Response /* (3000, 7, *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) While I do appreciate the exception of the refund, it didn't come without my contact of the BBB. I find it interesting that in their response to my report that they said that all of this could have been avoided if I waited to talk to a sales rep and that I refused to wait. Neither of these things happened. In fact, their rep did reschedule an appointment for the very next day. However, the same sales rep called back 5 minutes later in and HE cancelled the appointment, not us. Final Business Response /* (4000, 11, *********** */ The refund of $50 was refunded on September 3rd as our office opened up from the holiday weekend. Before that, there was no body in the office that could approve any last minute changes and/or refunds as the client spoke to us on ******** August 31 and because of the holiday the managers were out till *********** This discount had no connection to the BBB complaint as it was refunded before our office received that complaint (I believe the BBB takes time to process the complaints before sending them to the business - not sure through how that works). Clients sales rep is **** and she did not work that Saturday and we did ask the client to talk to her sales rep. The other person just tried to help but had no authority to make the last minute changes. Again, all that could be resolved if the client would wait to speak with their sales rep **** that could handle their record. We do apologize that it was not an option. We also do apologize that our management was out for the holiday weekend and we did not have a person to approve any exceptions on the contract.

10/14/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We hired Elite movers to move our possessions from Chicago to ** ***** *** We packed in front of them and the movers had knowledge of the contents specifically the electronics. When the truck reached the limit we **opped and they handed a new contract saying the possessions would be delivered anytime from next day to the next 14 days. I **ated, I am in school and Ill need my laptop, and some important papers to possibly come out of the truck. They **ated they could but it would slow things down and co** more money. I okd it to remain in their truck. We came to ** ***** the next day called Elite for a delivery date and found out they had no idea how long it could take. We ended up hiring rescue movers from ** ***** to go get our possessions and bring it to us a week later. They made arrangements to pick up our possessions on a Monday at 9 am. I contacted Elite movers and they said ok, The morning of the pick up they called and said the rescue movers couldnt pick our **uff up til noon due to warehouse issues? I told them this would not work and that the movers would be there at 9 as promised. The new company heartland movers did deliver our possessions but were not allowed to pick up until noon making them wait for our **uff. When the possessions arrived, mo** items were broken despite much bubble wrap. I opened the box with the electronics and found everything missing but some cords in the bottom. We also were delivered a picture that is not ours. I contacted Elite and they put me off for several days saying all the supervisors had a medical emergency. They then called and said the rescue company mu** be the culprits because they would not do this. I asked if their movers were bonded and insured and they **ated they have worked for us for a long time. I know the rescue company did not have our possessions for more than 24 hours nor did they see the contents like Elite did. I am confident that they went through our **uff and tossed boxes clearly marked fragile so things would break. The rescue company told us that they were not allowed to come into their warehouse but that they got a peek and **ated they ju** had big piles of **uff everywhere, nothing was contained in cubes like they use at their company. They also **ated that Elite wanted to know how much they were charging us and one worker told them to f off and get away from the dock. This company should not be tru**ed. When I asked Elite what to do with the picture that was clearly not ours they said they didnt know what to do with it. Clearly they dont care about peoples possessions.

Desired Settlement: I would like to have the replacement cost for the laptop, the Wii, and the X box with Kinnect system. I also had a folder with my child social security number and birth certificate in my laptop bag as I cannot find this in any of our items that were delivered. I am greatly concerned about this. I would accept a refund of the move and that would replace our items. The sentimental items that were broken do not have a dollar amount on them and can never be replaced as they were items made for our wedding. It is so sad to see these be broken.

Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ This client hired our service for a move from ** to *** The delivery window that we offered the client is 1 to 14 business days from first available delivery date with the notice by 6pm 1 day prior to the delivery. This delivery window was sent to the client in writing on several accessions (can provide all the written correspondences). The client kept calling our office to get the delivery date and unfortunately we did not have that available, but assured her that will contact her once we have that information available and that she will receive the items within the 14 business day window that was promised and we will notify day prior to the delivery. This was not acceptable to this client and she chooses to use another carrier to complete the job. That company picked up all the items from our storage, checked the inventory of items they picked up and marked each one of the items on the inventory. The signed that all the items were picked up in a good condition. We do apologize if there was damage on the move. The company that this client hired wrote that they picked up all the items from our company and that all of them were in good condition. In regards of items stacked in our warehouse, that is the same way as the items are stacked in the truck of that moving company that delivered the items to the client. If the last moving company signed that all the items received from us in the good condition, then the client should be going to the last moving company that handled the items. Again, we do apologize if there was a damage to the items and the client is welcome to contact our claims department to file the claim at XXX-XXX-XXXX. Our claims department will review all the information and will respond based on the contract signed. Final Consumer Response /* (4200, 13, 2013/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution just a response stating nothing. Elite movers had our possessions for a week in their warehouse and the new company only had our items less than 24 hours. Elite movers watched us pack these items and I mentioned I might need to get them out of their truck if we wouldn't receive them soon as my laptop was in box. They said they were already packed in truck and would cost money to retrieve for us. Elite also sent a large picture that is not ours and I contacted them to see what to do and they never responded to is about it. We still have it but need it removed as it is not ours. I am not satisfied with their lack of response. Final Business Response /* (4000, 11, 2013/09/30) */ The items were picked up from us by another moving company. That company marked that they picked up all the items on the list and all these items are in a good condition. How the client "knows" that it was taken by our company and not the 2nd company that finished her move.

10/8/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On ******** the moving company was to relocate my residence from my prior location to a new location. There were 3 men in the crew. Everything arrived to new location except for a black laptop bag that contained a ***** ******* laptop, my ****** ******** ***** and a credit card. I have attempted to discuss this with the company but the crew has stated nothing was left in the truck. I have completely unpacked every box, but the laptop was never boxed.

Desired Settlement: I want my laptop back, as it contains a considerable amount of important data. If they can not provide my original laptop back, I want a replacement of the same make and model.

Business Response: Initial Business Response /* (1000, 5, 2013/09/27) */ We checked the truck and spoke with each mover individually that handled this job. They did not see a 2nd laptop. The truck was inspected t the time of the end of the move and again at the time of arrival back to our storage, there were no items or boxes in it. If you feel that there is a missing item you can contact our claims department at XXX-XXX-XXXX to file the claim and they will review this case again.

9/30/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: When estimate was set up and deposit paid, Elite verbally guaranteed me a delivery of *** 12th or 13th. They did not even schedule delivery until ****** 19th for delivery on the 23rd. I had to purchase things to sleep, sit and eat off of due to the fact I put everything on the truck based on phone conversations with the booking team. They tried to add a fuel surcharge( which they removed) after they packed the truck. Delivered goods in an ok manner. Most of the boxes marked with red labels "fragile glass" were caved in in some manner. Also saw them drop some of the boxes off the dolly. But above all, while unpacking I found a mirrored jewelry chest ($450) damaged. Every mirror except for the top cracked. Also a 3 dimensional mirror ($300) damaged with a cracked side and a chip on another. I have called them twice in the last week and a half, and no response. This is no surprise since I had to call them 8 times to find out about delivery. I just want my damaged items taken care of. I spent $700 on products to live off of for the 2 weeks before they actually delivered the goods. I should bill them for this, but I am a reasonable man. They really need to get the right hand to know what the left hand is doing. All they do is pass *** around from one dept to another. NOT WHAT I EXPECTED FROM AN "A" RATED COMPANY!!!!!!!!!!!

Desired Settlement: I am seeking a refund for the damaged goods($750). Both of which I can not replace. They are not made anymore. I believe this is the least they can do, do to the run around they gave me over the past 3 months.

Business Response: Initial Business Response /* (1000, 7, 2013/09/17) */ We do apologize for any inconvenience. We do not make any verbal agreements on our services. Our contract is clearly states that no verbal agreement is valid and the contract that the client signs, is the only agreement that we go by. On ********* this client hired our service to move items from IL to *** Per the terms and conditions that we emailed this client the items should be picked up on **** 17th and delivered within 1 to 14 business days from 1st available delivery date with the notice about the delivery by 6pm day prior to arrival to the destination location. The client initialed each page of the agreement and signed on 2 of the pages and returned the contract to us as prove of reading all and agreeing using our service based on the outlined information. The first day to deliver the items based on the contract was ********** the 14th business day, the last day to delivery, was *********** Our obligation was to contact the client by 6pm day prior the delivery to let them know of the estimated arrival time. We do apologize that each time the client called we did not have the delivery information available for him, and we do know that this is upsetting, but we cannot give the information that doesn't exist. On ****** 19th our office called the client and notified the client to expect the delivery between ********** through ********** and the drivel will call again by 6pm day prior to the delivery. The items were delivered within 9 business days from 1st available delivery date. The client got a notice once the items were loaded on the trailer on the way to ** and the driver called again day before the delivery. We notify all of our clients once we know when the delivery will happen. We cannot provide guess of the delivery window before we know that the items are loaded as this information will not be valid and will be changed many times. We did receive the call from the client stating he is missing 2 boxes, which he notified our office that he found them later. We do apologize if there was a damage of the 2 mirrors. Please file a claim with our claims department at XXX-XXX-XXXX and they will review all the information and offer the settlement based on the level of coverage you chose with your move. Again we do apologize for any inconvenience, but we do not guarantee delivery days unless it is offered as additional service that usually cost anywhere from $2,200 to $3,200 (Midwest to west coast) additional to the cost of the move, we cannot provide the delivery information upfront as in the moving industry there are to many variables that we have no control over and till the items are actually loaded, all can change. Therefore we do contact clients once we have the right information to notify them.

9/17/2013 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Hello, I am a current Post Graduate student, working on a third degree at the **** ********** in ******** *** I had to move here from *********** and decided to find a moving company that would help. My mother managed to contact this particular company and they seemed helpful. After the contract was signed and sent to them on *** 25th, 2013, we gave our first deposit of money, and the plan was, they would come between **** 29th and 31st to come and remove my belongings from my apartment and store them until I moved to ******** Those dates were very specific as I was in a show from **** 1st up until the 28th in the evening. Well, a day before the the last show ***** 28th) I get a call from them, asking if they could move the the date up a couple of days. They of course knew why this could not happen, and after a few more calls back and forth due to scheduling and space for the trucks, we decided to change the moving date to the morning of **** 31st, which was perfect because my lease for my apartment went up that day at midnight and I was leaving. I told them all of this in our last phone call. Fine. **** 29th comes and I get a call from them in the morning saying they will be there on the 30th between 4 and 7 in the afternoon. I was of course baffled, because we made a previous agreement..Apparently, there was no communication going on between the movers and dispatchers, but that was okay. Already being packed up mostly, a day sooner would not have been a just wasn't what I was told. I get a call from them a few hours later, inquiring if I was actually available to stay in ********** for and extra few days ***** 1st -3). Apparently one of there trucks broke down and there was no way they could move me on the 31st. Well, this all would have been fine if my lease did not go up on the 31st. The only solution they gave me was to look for another moving company because there was ABSOLUTELY nothing they could do to move me on the day they said they would. So of course I tried contacting other moving companies, however all of them were not available to move me until the next week...So I had to end up shipping most (mind you not all) of my things to my hometown in ************. Everything that could fit into bins or boxes I could ship, however, I had to leave my bed, bookshelf, desk, chair, lamp, mirror, ironing board, 2 dressers and almost anything else that became a necessity, behind. Which of course led to me not getting a security deposit back from my landlords. It was a last minute, and only resort, and very stressful. After shipping my stuff from ********** to ************ then from ************ to ******** I have spent a good chunk (about a third) of my bank account in expenses. And being a college student, my finances are very limited. I ended up paying more for less in the end, and I feel I need to be compensated for this stressful and expensive ordeal. Moving to ******* was not cheap. I just moved to a completely new area and I am already struggling to pay rent, bills and even buy groceries because of the added expenses due to this companies negligence/bad communication, etc. That money was meant to be used for school expenses and and traveling expenses (buying a bike to get around). Even though I still had some left after the shipments, the amounts i had to pay afterwards once i actually got to Houston, broke me. If I can at all be compensated for all of the unnecessary trouble I had to go through, it would be great..but if not..the fact that this company gave me terrible service should at least be made known. Thank you for listening. -********* ********, Student

Desired Settlement: Just some type of monetary compensation for the shipping costs and its inevitable consequences.

Business Response: Initial Business Response /* (1000, 5, 2013/09/05) */ We really do apologize for the inconvenience. This move was scheduled with our company for the pickup any time between 29th through 31st of ***** Unfortunately we did have technical difficulties with our truck that was scheduled to be in that area on these dates and we did not have an option to accommodate these dates. We did try to send another truck but it would arrive after July 31st and that was not an option for the client, therefore we had to cancel this move and refund the deposit. Again we do apologize that we were not able to meet the contracted date. Once our dispatch was made aware of the issue we contacted the client and unfortunately could not come to the agreement. The deposit was refunded to the client. Unfortunately this move was affected by the technical delay we had and we did not have a control over that issue.

9/16/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: This company has already been paid thousands of dollars by me to deliver my furniture from ******** to *********** *** I was promised it would arrive within 4-5 days of the date it was picked up (by the man who was purported to be a driver). It has been since the end of **** and I have called the company. They now tell me that they still have my belongings in Chicago - it has not even left for ******* yet and they tell me they have until the 20th of ****** to get it to me. That is not what I was told by the men picking up the load. I have incurred thousands of dollars already in motel fees, etc. I have 2 dogs with me and very little clothing.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the furniture to be delivered to ******* within one week. They told me on the phone they still do not have it on the schedule yet so cannot give me an approximate date.

Business Response: Initial Business Response /* (1000, 5, 2013/08/30) */ We do apologize for any inconvenience, but all of our moves have a delivery window. In this case the delivery window that was given to the client is 1 to 14 business days from 1st available delivery date. This information was provided to client prior to booking the move and taking the deposit to reserve our services. In addition to the delivery window information we give verbally to each client, including this client, we include that information in the contract. In this case, this client received a contract before taking the deposit on *********** The client reviewed all the terms and conditions of our services, including the delivery window of 1 to 14 business days from 1st available delivery date, and called us back to accept these terms and conditions and put the deposit down. After that she got another contract that she signed and it again included the information about our delivery window and the notice of the delivery window only day before the delivery by 6pm prior. At all times the delivery window was 1 to 14 business days from 1st available delivery date with the notice by 6pm day prior to the delivery. This client was available as early as ********** and the last day for us to deliver this shipment is *********** If the client is contacting our office and we do not have the delivery dates available we do tell them that will contact you once we have the dates for the delivery, usually it is done by 6pm day prior to the delivery. If we will have any information before that, we will contact the client. This delivery was done on ****** 17th. That is within our delivery window that we guaranteed. We do apologize that the delivery was closer to the end of the window, but we did deliver within the guaranteed time and at no point we guarantee sooner delivery at the basic package cost. We also did notify client at least 1 day prior to the delivery. We did all we were contracted to do.

9/13/2013 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: Company delivered most items (though 2 boxes are missing and many items are damaged, including flooring at delivery location) on 8/09, but headboard was not delivered. However, they did bring roaches with them; none seen at delivery location for two weeks prior to delivery. Three roaches seen since delivery. Two weeks later, and 1 week after contract stated delivery would be complete (8/16), still no headboard and no information. Company rarely returns phone calls. I can't include it in the insurance claim with all the damaged and missing items because the company still has it.

Desired Settlement: I would like the headboard delivered and the bed reconstructed, or I would like the company to pay for another bedroom set.

Business Response: Initial Business Response /* (1000, 5, 2013/08/30) */ We do apologize if there were any damaged or missing items. It is not our intention and we will be handling the claim according to the liability coverage purchased by the client on the day of the move. We are working on shipping the headboard to the client and will contact the client once we have the delivery date for these items. The client should file the claim for any damaged or missing item at XXX-XXX-XXXX so we could respond with the settlement as soon as possible. If the arrival of the headboard is what is holding the client from filing the claim I will direct the claims department to approve of adding it to the claim in the later time (if needed to be on the claim) I do apologize for missing that information from my previous respond - our trucks or the storage facility are clean from any roaches. The trucks are inspected daily and storage weekly *** ******** Elite Moving & Storage, Inc. Tel: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: *** Web: Final Consumer Response /* (4200, 11, 2013/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The headboard was most definitely not delivered already! We are still sleeping on our mattress on the floor with the other pieces of our unassembled bed stacked on the floor beside it! Nor have they called to tell me when it might be delivered. When I read their "response" from **** 10, I phoned them to find out when the bed had been delivered, and to where, and no one could tell me why the BBB had been given such untrue information. Final Business Response /* (4000, 9, 2013/09/10) */ We do apologize for the delay. This item was delivered already.

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