Phone: (209) 320-6600 Fax: (209) 465-9533 View Additional Phone Numbers PO Box 334, Stockton, CA 95201 View Additional Web Addresses ! BBB Business Review on Pacific Storage Company is being Updated by BBB!
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:
- This business has no rating at this time because BBB file information is being reviewed and/or updated.
4601 Beloit Dr
Sacramento, CA 95838 (916) 649-7320 Directions
523 N Hunter Street
Stockton, CA 95202 Directions
THIS LOCATION IS NOT BBB ACCREDITED
550 E Trimble Road
San Jose, CA 95190 Directions
734 Wilshire Avenue
Stockton, CA 95201 Directions
820 Business Park Dr
Modesto, CA 95354 Directions
PO Box 334
Stockton, CA 95201
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Additional Phone Numbers
- (209) 943-6683(Phone)
- (209) 578-1855 (Fax)
Complaint Trends - Last 3 Years
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: 12/02/13, Pacific Storages Relocation Consultant, gave us a Not To Exceed Bid for furniture moving within home with 4 movers during a carpet installation project with insurance in the amount of $1702. The move was to include Masonite to protect the existing floors. On 12/26, Pacific Storage telephoned to advise the movers would report to home 8:30 9:00 a.m. on 12/27 We coordinated the start time with the installers. On 12/27, the movers arrived at 7:50 a.m. starting their billable time clock. The carpet installers arrived at 9:00. The 4 movers did not bring any Masonite and used filthy padding to cover existing flooring. One of the pads had grease on it. 1 of the 4 movers spent the day sitting in his truck outside the home. At the end of the day, the 4th mover demanded additional payment for the move over and above the quoted $1702. Cleanup for us was great given the filthy pads and grease stains. When we contested the overage and non-work of the 4th mover to Pacific Storage, we were told to submit it on the insurance claim form. 3/17 we sent in our insurance claim form for items damaged and for the overage amounts. Pacific Storage has ignored the insurance claim and not processed it. We have made repeated telephone calls to no avail. Using the BBB seems like the next option for homeowners.
Desired Settlement: 1.Processing of the insurance claim form for the damaged items during the move, with payment based upon the adjusters report;2.Reimbursement of $242 which exceeded the Not To Exceed Bid of $1702;3.Reimbursement of the cost of the 4th mover who did not perform work, 8 hours x $42 per hour for a total of $336; and,4.Reimbursement for our time, effort and stress caused by Pacific Storage ignoring our complaints and insurance claim.
Business Response: I have a copy of the estimate that shows the insurance was sold at $.60 per lb at no cost. The Customer Service report that was filled by out driver and Mr. ***** at the end of the move states that there was no damage noted. On a prior phone call with Deb I told her that would come inspect the damage and she refused. Talking to the crew the whole job was performed under the supervision of the *****'s and if there was damage they would have claimed it on the Customer Service Report. As for the estimate I informed Mrs. ***** we would refund her the $242.00 collected over the estimate but I could not deduct the cost of the forth man as nothing was noted at the time of the move. As for the floor we used pads as no equipment was used in the house therefore we did not need Masonite and nothing was mentioned about dirty pads
Consumer Response: I am rejecting, in part, this response by the business because: It is not accurate, nor complete. The driver required Mr. ***** to sign all documentation he presented to Mr. *****, noting at the time that everyone was "on the clock" so Mr. ***** should hurry and sign the documentation. It was only after everyone departed, on closer examination and inspection, that the damage was noted. The document signed stated, "no visible damage noted". At no time did the business offer to come inspect the damage as is the customary practice with a move damage claim. The business at no time offered to reimburse us for $242 which is only part of the amount collected over the estimate. Attached is a letter from the business dated May 2, 2014 which denies the claim and makes no mention of the overcharges of which we also complained to the business. As noted in the business' response to the BBB, the contract provides the insurance coverage was .60 per pound at no additional charge (see the initials JSB beside the choice of insurance), yet the driver collected an additional $150 as noted in the amount summary column (see the signed contract attached, ). The business owes us a refund of $150 plus the $242 for the costs which exceeded the "not to exceed charges bid of $1552", totaling $392 ($1944 minus 1552 = $392). The Not to Exceed Charges bid is also attached. We will consider the matter resolved when we receive $392.
Business Response: We have sent a release letter to the customer. Once that letter is signed and returned, we will go ahead and refund the $392.
Better Business Bureau:
My wife and I will await the letter of release which the business claims to have mailed to us.
In the alternative, the business could also provide you with a copy of the letter of release which the BBB could transmit to us electronically, to expedite the refund process.
Hopefully the business has included a name and full address so the executed release may be returned by U.S. Mail and received and processed by the business in a timely manner.
I am rejecting this response because:
The business has stated in its response that it has mailed the customer a letter of release which must be excuted then returned to the business for the refund of the $392.
We have not yet received a letter of release from the business.
We request the complaint remain open pending our receipt of the $392. The business could have easily submitted a letter of release to the BBB with its response which would have then been transmitted to us by the BBB, but the business did not do so. Likewise we could then execute the letter of release and both mailed the letter to the business and upload the executed letter to the BBB for transmittal to the business. There is no specificity as to how long the business will require upon its receipt of the executed letter of release to pay the refund of $392. We request payment to be received by us within 7 calendar days of the business' receipt of the executed letter of release.
For the above stated reasons, we reject the business's response at this time.
BBB's Final Determination: Consumer accepted resolution offered by the business.