They did not adhere to deadlines.The move was guaranteed to start 8/20/12. The move started on 8/25/12. It was completed by 8/26/12.The moving company states that the move takes about 45 days. Our load did not arrive at until 11/2/12. They did not create an advertised hassle free move. The moving company informs . Our commitment to quality service covers your move from the very first contact until you and your possessions are safely in their new home.There many phone conversations concerning the date for pickup, concerning delivery,concerning payments and contracts.They did not use professionals to handle furniture with the utmost care as advertised. The moving company states The movers arrived in rented trucks from U-Haul. Workers were hired locally not trained per the moving company guidelines.Items were not packed or protected as they were loaded into the rented truck. No moving boxes, moving pads or protective wrapping paper was brought onsite as advertisedItems were not carried to the truck but were dragged across the wood floors. They did not take inventory of items at the loadas advertisedFurniture to be disassembled was not disassembled at pickup as per agreement and advertisedFurniture and other items to be wrapped were not wrapped or protected on pickup as per agreement and advertisedFurniture to be assembled was not assembled at delivery per agreement and advertised Shipping was based on cubic feet. The amount of cubic feet used changed when talking to the driver (XXXX)then with the dispatcher (XXXX).Additional insurance was requested but denied until a bill a lading was presented. Bill of lading arrived 45 days into move, moving company stated that they could not insure once move had begun.Move was begun with Hawaiian Moving Company, all billing was done through Eden Relocation.Many items were damaged due to lack of packing, many items were not delivered. ***** *****, owner said items may have been stolen.
$5000 for loss of items and for repair to damage items. Items damaged beyond repair include cherry seat, delta 6" belt/disc sander, tiffany table lamp, cherry tv stand. Loss items included women's bike, floor lamp, hat tree stand, marble table, bear shape coffee table, 6 adirondack chairs (plastic) 2 glass display cases, oak 3 tier plant stand, paper shredder, boxes containing tools, wrenches, pliers, 2 extension cords, misc door hardware, nails and screws, womens' clothers.
We are sorry this customer's move resulted in them filing a complaint. We strive to maintain the high level of customer satisfaction that we are known for. This customer has filed a claim with us for loss and damage. We are processing this claim.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has not given the public a high level of satisfaction, nor are they known for satisfaction.
The company has a history on the web that includes poor claims time response, poor customer service, damaged goods, lost goods and a poor level of fulfilling promises.
My complaint to this buisness is more than damages and lost items. The buisness does nothing to address the promises that they advertise to consumers but do not fulfill.
I noted to this company several times,
particuliarly the owner; he promised many times to investigate but has yet to do so after more than 6 months, claiming that a temporary worker his company hired was no longer available. I contacted the worker and recorded his account of his invovlement with the move. His quote, "I would never move my stuff like that" is very descriptive of how poorly items were moved and loaded. This lack of professional moving resulted in most of the damage when the items arrived at their destination.
The owner has said that the reason for so many items lost was that they were stolen before the move. Although the company did not make any inventory when picking up goods, my representative, who is employed through a large moving company as director of sales, surpervised the move with our own inventory list. She reports all the items were sent.
Complaints of service, damages and loss began 11/02/2012. The continued postponement, delays and posturing show this company's lack of good customer service and skill at evading responsibility.
My dispute with the services that this company was paid to provide but did not include:
1. They did not adhere to deadlines.
A) The move was "guaranteed" to start 8/20/12. The move started on 8/24/12 at 6pm. It was completed by 8/26/12.
B) The moving company states that the move takes about 45 days. Our load did not arrive at until 11/2/12. The company "stored" our load for 5 days in California, releasing the load for delivery after a deposit was paid.
C) The dispatcher quoted a time of delivery of 1-2 weeks after the release from California. The goods were delivered to Hawaii after 40 days after being shipped from California.
2. They did not create a "hassle free" move. The moving company informs ". Our commitment to quality service covers your move from the very first contact until you and your possessions are safely in their new home."
a) There were 6 conversations over the phone concerning the dates for pickup.
b) There were more than 6 phone calls and over 30 emails concerning delivery.
c) There were more than 6 phone calls and 10 emails concerning payments and contracts
3. They did not use professionals to handle furniture with the utmost care.
The moving company informs "All of our staff and drivers go through an extensive training program to assure accuracy and professionalism for our valuable customers. Our drivers are constantly re-evaluated and introduced to new methods and skills to assure that your move is being handled by experienced professionals."
A) The movers arrived in rented trucks from U-Haul, a company known for providing to the non professional mover who move themselves.
B) The movers brought workers hired locally from a day labor employment service who were not trained per the "moving company" guidelines.
C) Items were not packed or protected as they were loaded into the rented moving vehicle. No moving boxes, moving pads or protective wrapping paper was brought onsite by the movers.
D) Items were not carried to the truck but were dragged across the wood floors.
4) They did not take inventory of items at the load.
a) No inventory list was created at the load for review.
5. Furniture to be disassembled was not disassembled at pickup as per agreement.
The moving company informs "Each and every piece of your furniture would be handled with utmost care as we are professional moving companies. The parts of the bigger furniture would be dissembled and each of them would be securely packed so that you can later find them intact and in place when we start assembling them at the new place."
6. Furniture to be assembled was not assembled on delivery as per agreement.
The moving company informs "When the items reach the venue, our staff will unpack and put everything in their proper places as have been instructed by you. You don't need to supervise or worry about anything - Eden Relocation believes in providing stress and tension free packing services."
7. Furniture and other items to be wrapped were not wrapped or protected on pickup as per agreement.
Currently, the company has not addressed any concerns listed above nor any damages or losses due to negelience on the company. They have yet to alert this consumer of any processing of any of these claims.
Final Business Response
We are sorry that this customer's move resulted in this complaint. As we mentioned before, we have received a claim form from the customer and are trying to process the claim. This claim involves both loss and damage and we have asked the customer to send pictures of the damaged items to us via email on 4/10 and have not gotten a reply. Our secretary got a call from the customer on 4/11, informed the customer that the claim form had indeed arrived and asked about the request for pictures sent the day before. The customer would not answer if he got the email. The customer did send us a letter on April 17th. We will respond to that letter as well as make a second request for pictures in it so we may process the claim.