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Description

This company offers moving services for local, long distance and international relocation, storage, office and commercial moving, and logistics. This company also sells new and used moving boxes.


BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Premier Transfer & Storage, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 15 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

15 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 3
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 9
Total Closed Complaints 15

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Premier Transfer & Storage, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 2

Additional Information

BBB file opened: March 15, 1981 Business started: 01/01/1981 in VA Business incorporated 04/01/2002 in VA
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:

State Corporation Commission
P.O. Box 1197, Richmond VA 23218
http://www.state.va.us/scc
Phone Number: (804) 371-9733
Fax Number: (804) 371-9211

Salem Business License

Phone Number: (540) 375-3019

DMV - Virginia

http://www.dmvnow.com
Phone Number: (804) 367-1498
Fax Number: 804-367-1122

Type of Entity

Corporation

Business Management
Mr. John Phillips, President Ms. Delana Spence, Director of Customer Service
Contact Information
Principal: Mr. John Phillips, President
Business Category

MOVERS LOGISTICS STORAGE UNITS-HOUSEHOLD & COMMERCIAL

Products & Services

Premier Transfer & Storage, Inc. sells the following brand(s): Mayflower Transit

Premier Transfer & Storage, Inc. offers the following product(s): New and used moving boxes

Method(s) of Payment
Major credit cards, Cashier's Check
Industry Tips
BBB TIP Movers

Additional Locations

  • 1175 Intervale Drive

    Salem, VA 24153 (540) 389-3254

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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.
Details

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)

6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company moved us from ******** to ******** on July 17th, 2015. Filed a claim for estimated damages of $16,859 on August 21st, 2015. A insurance company sent an agent to our home in September of 2015. I have contacted the moving company every month since that time and have not received any response. It is my understanding that they have 120 days to pay or refuse to pay the claim.

Desired Settlement: Payment of claim or at least a progress report regarding our claim.

Business Response: The customer has been contacted directly and the claim is being handled by the insurance company.  Premier's claim management firm failed to turn the claim over to the insurance company which resulted in the delay.  I will continue to monitor the settlement of the claim with the insurance company and make sure the customer receives final resolution.  **** ** ********

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am satisfied with their response regarding the insurance claim.  I was contact by an insurance agent and told that our claim is being processed.  However, **** ******** also promised payment for a dry cleaning bill, but has not made that payment.  I will forward you the emails I received from him.  Regards, ****** ******

Business Response: The **** ****** claim has been processed by ********.  Below is all of the information including the claim number.  I called them after I received your message but received a voice mail.  I will continue to try and get an update from ******** today.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******

3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Premier Transfer Company moved me from ******* Virginia to ******** Virginia on September 21 and December 22, 2015. I filed a Premier Moving and Transfer Claim Form to them on January 6, 2015 regarding damage that occurred to some of my furniture, a painted doorway, and a glass pendant. I did not hear back from them. So, I began emailing them to move the process forward. No one has responded to my claim for over two months. Here is the sequence of my emails and the company's response: January 6th: I filed the claim via email on this date. January 25th: I emailed the company and asked if anyone had reviewed the claim that I had sent on Jan. 6th. January 26th: Company replied and said they would check and get back to me. February 3rd: I had received no response, so I emailed again and asked if anyone had reviewed my claim. February 8th: I had received no response, so I emailed again and asked if anyone had reviewed my claim. I said that if I did not hear back by the end of the week (Feb. 12th), I would make a claim with the Better Business Bureau. February 9: I received an email reply that said my claim had been forwarded to Mr. ******** and that he would call me by the end of the week. February 12: Mr. ******** emailed me and apologized for not handling my claim promptly. He said he had forwarded my claim to their insurance company, *******, and that I should hear back from ******* in 3-5 days. Mr. ******** did not give me contact info for *******. February 24th: Since I had not heard back from Mr. ******** or *******, I emailed Mr. ******** again and told him that 8 working days had passed since he had said that I should hear back in 3-5 days. Again, I received no reply from Mr. ********. March 4th: I emailed Mr. ******** again and said that I had not heard back from him or *******.... and that if I did not hear back from either of them by Wednesday, March 9th, that I would go ahead and file my complaint with the Better Business Bureau. March 4th: Mr. ******** responded and said he would check with ******* that afternoon. March 15th (Today): I have not heard back from Mr. ******** since March 4th.

Desired Settlement: I had expected that Premier Moving and Transfer would send me an amount of money that would cover the cost of repairs on the furniture, glass pendant, and paint that was damaged during the move - essentially, a refund. Not only has the company not offered any refund or money to cover the costs, the company has not offered any analysis or response to my claim at all for over two months.

Business Response: Ms. **** has a valid complaint as we did fail to handle her claim in a timely manner. Today I have confirmed that ******* Claim Service has the documentation and will proceed to process her claim. Her claim will be handled properly in accordance with the provisions of the Virginia HHG Tariff. ******* will contact her on Monday to confirm to her they have all of the required documentation. They will order an inspection of the damaged items by an independent third party inspection service. Based upon the inspection of the items a determination will be made, in accordance with the Virginia HHG Tariff, whether to repair the damaged items or compensate Ms. ****. I would anticipate the inspection to be completed within the next 2 weeks. A determination will be made the following week. I greatly apologize for this situation. I promise to work diligently to get this resolved immediately. Regards, **** ** ********

Consumer Response: I apologize that I did not see your response when it was posted on March 18th. I accept Premier Transfer's response. However, I do want to report to you that ******* has not contacted me and according to your response, you said that ******** would contact me on Monday. It is Tuesday night and I have not heard from them. would contact me on Monday.  Do you know why? Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ****

10/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On February 26, 2015, ****** ****** emailed me that she received the pre-payment for my storage for one year in advance. The amount paid was $1,045.44 (one thousand forty five dollars and forty four cents) which would cover March, 2015 to March, 2016. However, due to circumstances I removed my items from Premiere Storage on May 26, 2015. This would have left me with a balance of $784.08. I spoke to ******, Monday, May 18th and Wednesday May 20th letting her know I would be there to retrieve my items. She reiterated with me that I had the equivalent of three rooms of furniture and what some of the items were. I called her again on Friday, May 22nd to confirm I would definitely be there on Tuesday, May 26th to retrieve the items. She asked that I call her once I was on the road as they closed at a certain time, just to let her know when I would be arriving. She further stated she would have a check ready for me for the remaining balance due me. On May 26th, I called her from the road and was surprised to hear that they had just moved the Friday before to ****** ** in which I was never informed. We spoke on the phone that Friday and she had never mentioned they were moving. Nevertheless, she apologized and said with all the commotion she had forgotten I was coming. She asked that we go to breakfast and give her an hour or so to find my items. She stated everything was placed in one room in a smaller space due to the move. The numbers on the crates were not organized and was difficult to locate. Finally she was able to only locate two of my crates and needed to located the others. I asked if I could look through the ones she already found while they locate the others. She stated they had to be taken down and would be brought to the loading dock once I returned. She believed there should be four crates and would look while we went to take care of business. Once we returned there was only one crate on the dock and the crane worker, ** brought out one additional. We went through those two crates but there was a lot of things still missing. ****** insisted that was all she could find and had no other paperwork or way of knowing about any additional. When we originally arrived she stated she believed there were four crates but once we returned she stated there were only the two. The original company that picked up and loaded my three bedroom townhouse was ********* storage. me (ie. degrees, fiMy items were packaged within a long truck that resembled a semi-truck that opened from the middle and not the back. They later re-packaged the items within the truck into the crates. She stated the gentleman that logged in my initial load was no longer with the company. I lost a considerable amount of items but I wanted the things that was most important to le cabinets with paperwork, grandmother's lamps, etc ). The items that were most important to me where not packaged within those two crates. However, we left the storage place as we were heading back to *** ****. During one of our phone conversations, ****** stated if she came across any additional items belonging to me she would hold them for me or ship them to me. She did not have a check ready for me as she stated her finance person was not there. He was off and would send me a check as soon as he returned. I waited two weeks before I started calling to find out if it had been sent. After repeatedly calling ******, emailing her and finally being able to speak to her on a few occasions, I still have not received a refund check. I also notified her via telephone and email that there were several items missing. She always promises to get right back to me and it never happens. Our last conversation was on July 31st in which she stated she would check on the amount and get back to me before the end of the business day. Until now I have not received a response, email or paperwork. I am confused and dismayed at the level of service and disrespect I am receiving from ******. I have always been concerned about my account and made sure everything was paid and I was in good standing with them. However they do not live up to the same standard. Not only have I not received a refund months later but she is now trying to add an additional two hundred dollar clean-up fee. Let me assure you there was nothing for her or her worker to clean up. She brought out two crates that I went through and took the stuff I could carry with me. Since she had forgotten I was coming it was a rushed atmosphere to go through the stuff and keep the loading dock open. Thankfully no other trucks needed to unload or appeared. We packed the items to be donated back into the crates with ****s help and she offered to give the remaining items to various needy organizations in the area she was familiar with. If she did not offer to help others I would have hauled it away myself. By the time we left the dock it was spotless. No one ever mentioned any cleanup fee to me previously. Not even when they sent me a quote at my request to have the items shipped to *** ****. No clean up fee was ever mentioned. I would appreciate your assistance in resolving this matter as I would like to move forward. Thank you!

Desired Settlement: I would like a full refund of my monies ($784.08). I am only responsible for the storage time I have used which was three months. March April May at $87.12 a month = $261.36. I asked ****** for my full refund back and I was going to call it a lost. I did not even continual complain about my items that were lost and some that cannot be replaced. There were definitely more containers than the two she located within the chaos of her move from ********** to *****. I would also like for them to look for my additional items as they are still very important to me.

Business Response: August 20, 2015 **** *****, RE: BBB Case #********, ***** ***** Dear Ms. *****: Please accept the following as our response to the complaint filed by Ms. ***** as case #********* 1. Her family member did make the payment that she stated. She did contact our customer service representative (CSR) to say that she would be coming to pick up her items, but that she did not want everything. She wanted Premier at our own cost to donate some things. The CSR told her to call us when she was on the road so that we could pull her storage vaults and have them ready for her. However, when she called, she was less than 5 minutes from our warehouse. 2. The customer was concerned thinking that she had 4 vaults of storage. She had only 2 vaults of storage. She has 3 and ¼ pages of inventory and the inbound warehouseman at the time of handling-in documented that there were only 2 storage vaults used for her storage. 3. Warehouse handling charges are due for any pickup in the amount of $75 per storage container, and $35 per hour for our warehouseman’s time additionally. The sorting took several hours, but we only charged a flat fee of $200 for Ms. ***** as a customer service gesture. 4. Warehouse handling out charges would not have been an item on her initial quote, as she didn’t have a date for delivery or pickup planned at that time. Her items have been in storage since 2007 and at that time her future plans were not known. She would have only been charged for the services to be performed at pickup and then monthly for storage. 5. After an audit of our charges we do owe her $584.08. This money is being paid out to her with a check. The check is being mailed today. Sincerely, John S. Phillips President

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. In response to the letter from John Phillips of Premier Storage let me offer the following:1.  I can assure you that at no time did I ever want and expect Premier storage to donate my items at their cost.  I had every intention of moving any items I no longer needed and donating them to *********  I mentioned that to ****** when I spoke to her on the phone a week before I decided to move my items.  She stated over the phone and in person when I arrived that she would “donate the items to local women shelters in the area that she was familiar with.  She further quoted "Anything you do not want I know needy women organizations that would love to get this stuff.”   She volunteered to get rid of it as the items were in very good condition.  Most was new and had never been used.  I would have never asked her had she not offered to do so.  Once I got there she repeated it and I thanked her.  She said ***. the worker on the loading dock would take care of it.  When **** expressed an interest in a few items, I said fill free to take anything I have donated for yourself before, sending to the organization.  Then we helped him put the stuff back into the crates.  She offered for me to put any paperwork I had into the large dumpster.  I said no thank you as I wanted the papers shredded and loaded them to take with me.   2.  Regarding me calling when I was five minutes from the warehouse, let me inform you that I was on my way to **********.  I called her a week in advance in which my phone records will show, letting her know I was going to be coming.  I even spoke to her the Friday before informing her I would be there that Tuesday.  Monday was a holiday and I did not believe they would be open.  She asked me again to make sure I called her from the road as we discussed how late they could stay open.  She let me know the time they would be closing and said I needed to get there before then.  She had no workers available for overtime.  The morning of my arrival I called them several times leaving messages starting around 8:15 am to obtain the exact address in ********** they were located.  We left extremely early in the morning (2:00 am) trying to arrive and have ample time to load items before closing.  I was unable to reach them until after 9:00.  Once I did speak to her she apologized as she was in a meeting and just got back to her desk.  I told her we were on our way and she again apologized that she forgot that I was coming.  I asked her for the address and that is when she first informed me that they had just moved to ***** that Friday.  I was baffled but luckily we were five minutes away.  We were about to go past the exit heading to **********.  When I stored my items in August of 2004 not 2007 as Mr. Phillips claimed, it was with ********* Storage and not Premier.  I was still under the impression they were still in **********.  In no phone conversation did she ever mention they were moving or that my storage had been moved.  3.  As I stated in my first letter my storage was pre-packaged.  It was not originally in the crates that were presented to me during pickup.   ****** informed me that everything was placed in one room in a smaller space due to the move.  The numbers on the crates were not organized and was difficult to locate.  She stated over the phone that I had quite a bit of stuff.  The equivalent of three bedrooms of furniture.    My items were never packed in those wooden crates.  When we arrived she stated she was only able to locate two of my crates and needed to locate the others.  I asked if I could look through the ones she already found while they located the others.  She stated they had to be taken down and would be brought to the loading dock once I returned.  She stated “she believed there were four crates and would look while we went to take care of business.  She asked us to go to breakfast.  The last guy who was in charge, no longer worked there.  She was looking at the paperwork and the numbers on the crates were not corresponding with the locations.  Once we returned there was only one crate on the dock and the crane worker, **** brought out one additional.  We went through those two crates but there was a lot of things still missing.  She said some of the furniture could have been on their sofa rack but she was unable to check at that time.  There were quite a few items missing.  As I stated the original company that picked up and loaded my three bedroom townhouse was ********* storage.  My items were packaged within a long truck that resembled a semi-truck that opened from the middle and not the back.  Those two crates could not hold items from three bedrooms, plus kitchen, living room, three bathrooms, and laundry room.  The gentleman from ********* called it a pod and quoted me a price of $300 to have my pod delivered to me anytime I decided to come back to *** ****, as they made trips back and forth continuously.   That was the reason I chose ********* and kept my items there so long.  I never signed any contracts with Premiere Storage, nor did they ever send me any information about new fees regarding having storage delivered or picked up.  I was only informed about the higher monthly fee which I did indeed pay.  4.  Regarding these additional costs they are now trying to charge me, let me assure you I had one long trailer pod with all my items stored inside.   My friends and I helped him put the items on the truck pod.  Technically if you are trying to charge me spurious fees we need to be clear that I originally had my items packed in one trailer size pod.  For one trailer size pod and two hours of dock time (11 – 1) that would be $155 minus the $50 tip the dock worker was given that would be $105.  My father gave the dock worker the tip as he was nice enough to take the items away.  ****** offered to get the items to the women’s shelter but we did not want **** to feel like he was saddled with extra work.  Though he said he did not mind, we did not want anyone to feel slighted.  5.  My items were in storage since August 2004 as I stated earlier with ********* storage.  I did not need to tell them of any future plans as it was a storage facility and I was not required to at that time.  No one ever asked me for an exit date.   If that was the case they should have notified me and requested an exit date when they took over the company from ********* Storage.  Half of my items were lost in which I sent ****** an itemized list of the things that were gravely important to me.  Some had sentimental value as they belonged to my grandmother and cannot be replaced.  She never got back to me on the items that might have been placed on the “rack”.  6.  In his response email Mr. Phillips admitted to owing me $584.08 in which he stated he was mailing out a check to me on August 20th, 2015.  Today is August 26th, 2015 and I have not received any check to date.  7.  If I receive my $784.08 refund in full, I will consider the matter resolved.  However, if they wish to drag this on and not allow me to move forward, I wish to be compensated for all of my lost items.  Losing my grandmothers items is devastating to me but I was trying to move on.  ****** has inconvenienced me and given me enough dissembling apologies.  If Premier Storage wishes to add salt to the wound by charging me additional fees then I will be forced to follow suit.   I have been honest, fair and more than patient in my dealings with them.  However if this must continue then I will be forced to take further actions.   I have never dealt with Mr. John S. Phillips at any time during all of my dealings with Premiere Storage.  However I am glad as the President of the company he has taken an interest and wish to resolve this.  I would like to think the company has integrity and deals with their customers with a Spirit of Excellence.  Especially in a time where people are losing the gift of morality, principles and standards.  I hope we can end this and come to a fair resolution for all.  Regards, ***** *****

Business Response: We will refund the full amount of $784.08; the check will go out Friday, September 18.

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told they were mailing my refund check on 9/18, but still have not received it.Regards, ***** *****

Business Response: I have produced a check for ***** ***** in the amount of 784.08 Ckeck #1089 today and will be mailing it out. Thank you.**** ****Controller

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

8/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Numerous issues involve this complaint; all related to poor service, lack of time-critical communication; broken promises and outright misrepresentation of material facts (based on after-the-fact discussions with work crew staff); lack of full disclosure regarding content insurability and lack of thorough explanation of suite of insurance coverages available to customer; extraordinary delivery delays; lack of adequate staff to timely load and unload property as per contracted dates; observation of work crew members working injured or beyond reasonably safe limits of personal performance (due to purposeful understaffing); lack of reasonable response to telephone and email communications from staff and the business owner; lack of delivery of requested damaged items list (provided to work crew in writing); lack of delivery of requested full paperwork package to serve as documentation of the move for employer reimbursement purposes (copies provided are illegible); failure to adequately maintain truck fleet vehicle for the contracted move (causing significant delivery delay); lack of response to written email demand and verbal promise by owner for reimbursement from mover-damaged items during offloading; undisclosed use of unskilled contract labor at loading and unloading sites (paying for professional movers, not part timers on a second, on-call job-should have been disclosed as a condition of the contract); lack of disclosure to customer by company estimator of intense personal upheaval that had the unacceptable consequence of his attitude affecting his response to customer and judgment regarding insurance coverages; lack of resolution of owner's verbal telephone offer and emails on June 11 and June 12 to Moving Coordinator for reimbursement of required lodging caused by mover delays (could not access apartment after hours of delivery).

Desired Settlement: Receipt of letter of explanation as to described issues; acknowledgement of failure to provide the high quality service we contracted for and expected from our "hometown" moving company; Receipt of full contract documentation that is readable/legible, including all sheets of Household Goods Descriptive Inventories (carbon paper copies provided do not depict any readable information, and work crew foreman was asked to notice office of my request for readable inventories and written list of damaged property provided to foreman on June 10 at 11:15PM -without a requested receipt)by June 15 by Moving Coordinator via email; acknowledgement of discussions and received emails to moving coordinator on June 11 and June 12 regarding offer to reimburse contracted party in the amount equal to allowed insurance coverages at $0.60 per pound per article for four (4) reported damaged items (provided to work crew foreman "******" in writing at departure of moving truck on June 10) and to include one night stay at local motel. Total adjustment requested: $455.

Business Response: I sincerely apologize for the customers issues and also for being slow to respond. I will be glad to work with the customer to review in detail each of the complaint issues and provide a resolution. Part of the issue which caused this problem is that the Move Coordinator working with this customer left our business with no notice during the customers move. I would like to request a conference call with the customer and me so that we can work together on an immediate resolution. I can be available anytime between 9:00 am and 7:00 pm daily. Again, I apologize for the issues experienced during this move. Regards, John S. Phillips, President, Premier Transfer and Storage, Inc.

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action suggesting undocumentable conversations and discussions would not resolve my written BBB complaint submitted with specific particulars, which included request for receipt of contractual paperwork, damaged property list, and a demand for financial renumeration. The Business Owner has NOT responded directly back to this customer in any manner since the initial emails and messages sent to the staff after the move event, NOR has the Business Owner responded directly to the customer since the BBB complaint was registered. A certified letter dated July 5, 2015 was also sent to the Business Owner, which has not been responded to (attached, without letter enclosures). Discussing what occurred in the past that is associated with this moving experience cannot be changed, or improved. Excuses need not be rehashed, discussed or aired in conversations. The matter at hand is not negotiable either: the only resolution available is to respond directly to the BBB Complaint and certified letter items, and refund as a VISA credit the customer in the amount of $455, and to send them by mail, the requested paperwork listed in the complaint and attachment certified letter. In exchange for this action, the customer will then register the ongoing complaint as resolved to the customers satisfaction. In my certified letter, (attached), I also urge the BBB to consider Premier's BBB accreditation status, due to documented breaches of BBB Standards of Accreditation (7 of 8 Standards breached in this case).  The Owner of this business has himself used and has directed his staff to repeatedly use "lets discuss this matter" as a tactic to absolve responsibility for company actions. The Owner actually hasn't taken the initiative as a long-time business owner to "take the bull by the horns" and resolve customer's complaint to their satisfaction. Failure to do this as a routine Standard of BBB accreditation practice, is futile and a waste of everyone's time.  As read below in company emails (sent with the certified letter), there was explicit intent by company representatives to complete the requested actions, but these actions went without response, breaches of promise occurred, damage occurred that was due from the incompetence of the staff used, there was overt attempt to cover up damage, intentional delays of a clearly articulated delivery date, and there has been no action since the move to rectify the situation and recompense out of pocket expenses, or to provide paperwork that will be used for tax purposes by the customer. It is evident that company staff attrition cited by the Owner may have been responsible, but covering the communication gaps and needs of customers when clearly articulated to the Business fall into a "Black Hole". Mr. Phillips as the Owner is ultimately responsible for these actions.  Hello Mr. ******,I apologize for the damage you have sustained. According to your binding estimate you did not purchase full valuation coverage, unfortunately, and the released valuation protection coverage will reimburse you at .60 per pound. I checked with Mr. Phillips and this is the procedure we follow based on your contractual agreement. The headboard is listed as 15 cubic feet which equates to 100 pounds and a $60 replacement fee for this damaged item. We will remit this for payment to you as soon as possible and I have copied our accountant on this email so he can put this in the system. Thank you so much. I will provide a copy of your paperwork first thing Monday morning.Take care,*****  *****, the men finished at 11pm last night we signed the form work that was required including all the damaged items. I spoke to your manager about the king size bed and it will be replaced however you need to give me the proper procedure so we can get that moving please. Please send me all the forms that I signed last night asap they were not legible at all. I was not provided a copy of the damaged items list I need this also asap for insurance purposes. Thank you ****** ******Thank you, that is sufficient. I will be able to process the form via that information.Best,***** Regards, ****** ******

Business Response: I have received and reviewed in detail the customer complaint dated July 5, 2015. I truly regret and apologize to the customer that the move was not handled in accordance to his expectations. I have processed per his request a customer gesture refund in the amount of $455.00. The receipt for the refund is attached. The following represents a response to his specific items stipulated in the letter: 1.

Consumer Response: I do acknowledge the business's appropriate and appreciated customer goodwill refund amount of $455 made to customer's credit card. However, refunded out of pocket costs are only part of the requested complaint resolution. I have reviewed the response for this complaint made by the business in reference to complaint ID ********, and have determined that this proposed action would not fully resolve my complaint.  There are numerous issues raised in the complaint and customer's request for administrative paperwork that are part of the transaction have not been made , or were not accurately/correctly uploaded as part of the business's message response. When I read the message sent to me, I perceive there is more information, but it is not readable,  (i.e., the response seems to be more extensive, but for technological reasons, the customer cannot read or receive the bulk of the business's response, or the message appears to be incomplete or its contents truncated. I wanted the paperwork as a record of the full transaction documentation. Of importance, is the staff's list of damaged property that was made part of the contract record at move-in. I also requested legible/readable copies of transaction paperwork. Until such time as I receive the requested administrative paperwork, and explanation from the BBB, regarding the business's message that seems to be truncated,  I consider the complaint not fully resolved.  While the Owner has made significant resolution efforts, it is not accurate to state that the complaint is fully resolved to customer's satisfaction.  To be fully and adequately satisfied, the customer asks for:1. receipt from BBB of the business's full response to the customers written July 5 2015 complaint. 2. receipt of fully legible contract documents with legible customer signatures (a photocopy of the original will suffice).3. receipt of list of four items damaged during the move. This was signed by the staff foreman and the customer and made part of the final move in contract paperwork. This list includes: a. platform bedframe support bar (wooden). This was documented by staff on site as damaged at unloading/set up at move in site.b. the base of a lawyer-style bookcase (with glass swing up shelving). Two of four legs were severely damaged by rough handling/lack of appropriate secure, and was acknowledged as business's responsibility above and beyond contracted limitations.c. The "Shark" floor cleaning appliance. It was dropped from the truck onto the ground by rough handling of staff. The rotating head was irreparably broken off. d. a metallic shoe tree was damaged by lack of appropriate secure inside the truck on transport. Regards, ****** ******

Business Response: The following are my specific responses to the concerns raised by Mr. ****** ****** in his BBB complaint letter dated July 5, 2015:1. Premier sincerely apologizes for the inconvenience the customer experienced as a result of an employee leaving employment from Premier.  The customer's perception that miscommunication between the customer and Premier was intentional is without merit.  Premier makes every attempt to provide the customer with accurate information. There may be changes to plans and other factors outside of Premier's control that affect prearranged plans. Premier sincerely apologizes for changes that occurred during the customer's move.  With reference to the expenses incurred by the customer, Premier has provided the customer with a customer gesture refund to mitigate some of the costs incurred.2. Premier followed industry acceptable standards and all specific requirements in explaining the move process to the customer.  I regret that there were miscommunications regarding valuation coverage of the customer's belongings. Please note that the customer signed a Waiver of Full Valuation that clearly explains in writing the waiver of this option.  Finally, I regret that estimator was not specifically aware of the strong nature of the customer's desire for a new inspection versus providing a list of items.3. Premier maintains its equipment with regular maintenance and keeps all units fully inspected.  It is for this reason that we caught the need to change out a tire prior to performing this customer's move.  A blown tire would have resulted in even further delays for the customer.  Preventive maintenance and daily inspections prevented a blown tire accident or other serious consequences that could have been incurred had Premier not changed this tire.4. Premier regrets any damage possibly caused during the move.  The customer gesture provided is in response to the customer's inconvcnience.5. As the President of Premier, neither I, nor any of my employees to my knowledge, have been contacted by the customer's neighbor notifying Premier of any damage.6. The movers performing the customer's move were fully qualified.  The help the customer refers to came from Premier's ********* ******** location - owned and operated by the same company as the Premier *****, ******** location.7. There was no intentional delay of the customer's delivery.8. Premier is not aware of the use of any injured crew member on the customer's job.9. Premier, as is an acceptable practice in the industry, uses carbon paper to provide a copy of documents to the customer at the customer's residence. Full copies of documents are provided with this response.10. The customer elected not to pay for full value protection and chose release valuation which is provided a not additional cost to the customer. The release valuation coverage is $0.60/pound as explained by the move coordinator to the customer.11. The company apologizes for the impact of the move coordinator leaving employment with Premier.12. Please find attached copies of all documents related to the move per the customers request.Sincerely,John S, PhillipsPresident Attachments:Copy of Receipt for full move charges.Copy of Receipt for customer gesture refund.Premier Transfer Bill of LadingPremier Transfer Waiver of Full Value Protection AgreementPremier Transfer Property Condition Report with Customer Notes at DestinationFull Inventory totaling 4 pagesAdditional Services Performed at OriginAdditional Services Performed at DestinationItemized Customer Survey/Inventory with Customer's Signature totaling 4 pages

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this response, though not in accord with my account of events and circumstances, is nonetheless satisfactory to me. The damaged property list that I was requesting (and acknowledged by Premier staff) appears in the pdf file (page 5). All other particulars requested have been provided. I now consider the matter closed and resolved.   Regards, ****** ******

4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claiming to be a "white glove" deliveries company, far from it from two recent delivery experiences. During the most recent delivery, significant damage to our floors occurred. We have a brand new home with beautiful hardwood floors that were just two week old, now with two deep scratches that will need to be repaired due to a careless employee. The previous delivery by this company did not assemble an office desk properly, leaving out the cross support section, and left the rough board on the bottom of the file cabinet, which should have been removed before placing on the new floor. Company claimed to cover the repair cost of damage to our floors. No response after 2 months. Their delivery employee who was in our house claimed he was fired many times by this company, hired back by this company, had not been trained for deliveries (only driving the truck), and his co-worker claimed that he had been kicked out of several homes for inappropriate behavior and service. This delivery employee also claimed that this company was often careless and broke several personal items of Military families during Military moving jobs. But the management did not care, because the parent company, Mayflower, already had a contract with the Military.

Desired Settlement: This company's poor service record be known to the public. This company's poor service record be known to Military and Military families. This company's poor service record be known to other businesses who have options for a shipping/delivery company. This company provide proper training to it's employees. This company hire qualified employees, who do not have a track record of poor performance. This company pay for their damages in a timely manner when they say they will.

Business Response: I sincerely apologize to Mr. **** that he experienced damage during our delivery process. Upon receipt of his claim we agreed to pay his claim in full without dispute. However, he is very upset that we have taken too long to distribute the funds to him. We will have the funds delivered to him by certified mail no later than 15 April. I am apologize for the delay in settling his claim. Regards, John S. Phillips, President

Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We have not received our check, promised by April 15th.******* ****

Business Response: Please find attached copies of the check and letter mailed to Mr. **** at the end of the day on April 20, 2015. He should have them in hand within the next 3 business days.

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Did receive the check two days ago. Regards, ******* ****

3/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This company has a TV stand that they were to deliver to us for weeks. We have yet to receive the delivery. We have attempted to contact them and now they will not return my call. We offered alternate delivery sites and alternate numbers to reach me . They are not retuning my calls.

Desired Settlement: I would like to receive my TV stand and without damage.

Business Response: I sincerely apologize in the delay for delivering this item to your home. Our customer service representative reached out to you several times this week and you should be receiving your item during the day today, March 19. Regards, John S. Phillips, President

12/15/2014 Delivery Issues | Read Complaint Details
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Complaint: Shipper received Bathroom vanity from ******* approx. November 7. I did not hear any scheduling requests from them. I contacted them directly Nov 21sd and was told they were maintaing their trucks and would deliver the following week on Nov 25. I was given a 4 hour delivery window, for which I had a contractor at my home waiting for delivery. There was no delivery made. I contacted the shipper again on Dec.1 and was offered no explanation or apology, and was told there was no damage to the vanity. I was told I would recieve a call by close of business on Dec1 with a specific delivery time for Dec 2. I did not receive any call. I again called the shipper Dec 2, and spoke with ******. I was given a 4 hour window for delivery on Dec. 2. I informed the shipper I cannot have a contractor at my home for 4 hours again. I was told they cannot give me a specific time as per their supervisor ******* *****. I do not work in my home town and cannot accomodate a 4 hour window for delivery.

Desired Settlement: I would like an immediate call and cooperation on a specific delivery time for today Dec 2.

Business Response: I sincerely apologize for the confusion on this delivery time. This morning the customer was contacted and a specific delivery time set up for today.

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Premier Transfer and Storage represented to us that we needed to include shuttle services in our conract with Premier Transfer and Storage. Based on his representation, we signed the contract that included ADDITIONAL CHARGES for third party shuttle services, after specifically discussing the AMOUNT of these additional charges with Premier Transfer and Storage's representative. Premier Transfer and Storage sent a full-sized truck driven by its own drivers, over my objections and repeated queries to the driver as to why he was bringing this truck to our house when we had contracted for a shuttle. Permier Transfer and Storage never provided any third party shuttle service whatsoever, breaching its contract. Premier Transfer and Storage acknowledges it never provided shuttle service. Nevertheless, it refuses to refund the amount we were billed for shuttle services, which was $873.68. We acknowledge that the company moved our items and we are willing to pay for the services actually provided; but we do not owe for services not performed. We agreed to pay for shuttle service when we contracted with Premier Transfer and Storage in reliance of the representative's apparently false representation that a shuttle was needed. Premier Transfer and Storage appears to be engaged in misrepresenting its services to customers, then billing for third party services that it promises but does not deliver, then insisting on enforcing a contractual term that it itself has breached. Additionally, despite my repeated requests in writing and by telephone to provide an itemized list of services performed, the company has refused to provide this -- it simply gives a list of everything it promised in the contract that it breached.

Desired Settlement: Refund of $873.68 that Premier Transfer and Storage charged to our credit card for a service that Premier Transfer and Storage did not perform.

Business Response: I apologize that the customer is confused as to the agreement she signed. The copy of the agreement is attached. She signed a binding price agreement which included the use of a shuttle truck. The customer's residence is located in a remote, wooded area with very poor access including a dirt and gravel road. The customer agreed that a standard moving tractor and 53' trailer could not access her home. The result was the agreement by my company to provide a smaller shuttle truck that could access the property. The move was completed using the smaller truck. Even the smaller truck had difficulty accessing and departing from her home. The shuttle charge is a charge for not using a standard tractor and 53' trailer. After loading, we decided to perform the full move using the smaller truck to avoid handling the customer's items multiple times and risk damaging her items. The agreement included the shuttle service, use of the smaller box truck rather than the full size tractor trailer, and Premier performed the service using the smaller truck. Regards, **** ** ******** President

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. My husband and I informed Premier Transfer and Storage on July 26, 2014, when the full-sized truck was left in the driveway, that failure to provide a shuttle and shuttle service was an unacceptable breach of that term of our contract with *********.  Despite multiple phone calls that day, and continuing through numerous email exchanges and complaints since then, now for the very first time Premier Transfer and Storage is claiming the truck really was a "shuttle. "  If it was a shuttle, **** ****** or ****** ****** could have explained this to us on July 26, 2014, when we were on the phone to protest the failure to shuttle anything anywhere that day (rather, the company left the 32' truck in the driveway from the night before until the day after loading our furnishings).  They could also have explained why, despite conversations addressing the difficulty of navigating the road leading to the driveway and the driveway itself, Premier Transfer and Storage sent a full-sized truck that could not pull into or out of the entry road and the driveway without risk of damage to the property.  The truck supplied in July neither shuttled nor was suited to the terrain. In August, if the vehicle were in fact a shuttle, ****** ****** could have told us this in any one of our many email exchanges regarding anticipated adjustments to the bill.  Instead, we were told shuttle service had been taken off documentation of services. In September, if the vehicle were in fact a shuttle, customer service representative ******* ****** could have let me know this during our several conversations.   Alternatively. she could have stated this in her September email to me, which nowhere asserts a shuttle was provided.  In September and again in October, if the vehicle were in fact a shuttle, this information could have been shared via the two written responses sent by ********* Customer Service Specialist ******* ************* when I requested adjustment of the credit card charge. Only now, in November, is Premier Transfer and Storage claiming the vehicle was a shuttle.  From late July 2014 to the present, changes in Premier Transfer and Storage's responses to our complaint have continued to surprise.  Initially we were told by the Premier representative that determination of final charges was up to *********, so we should follow up with *********.  The ********* representative, however, told us the final determination of charges was up to Premier Transfer and Storage, so we should follow up with Premier.  At one point we were told we owed the money for the shuttle service because this was part of the BOUND charge.  Later we were told we owed it because the shuttle service was a NON-bound charge for a third-party service.  In response to our repeated requests for written documentation of actual services, to date we have never received an itemized breakdown of services Premier Transfer and Storage actually provided.  We also have never received a copy of the list of actual services that Premier supplied to ********* to evaluate adjustments to our bill in August, from which both shuttle service and wait time were removed, according to Premier's representative.  That we are receiving a new account of what transpired now, three-and-a-half-months after the fact, makes Premier Transfer and Storage's responses to our complaint all the more perplexing.  Regards, **** *****

Business Response: I regret the customer did not accept my explanation. Please find attached all the documentation including the Final Invoice, Estimate with the Customer's eSignature, and the Bill of Lading with the Customer's eSignature. Please note that all charges, including Origin Shuttle, an Extra Stop, and specific packing are all included in the bound price. The customer should also review the explanation for Pricing Option NW, on page 3 of 4 of the Bill of Lading, starred in Blue, other Additional Services listed as included. The Origin Shuttle service was included in the price. *********'s representative, Premier Transfer and Storage, Inc., provided the origin shuttle service. As admitted by the customer, a tractor trailer was not able to access the customer's home. Once loaded on the smaller truck, ********* has the option to transport it directly to the destination as was performed for this customer. By moving the customer's belongings directly and not transferring them to a larger truck the customer benefitted from services not charged for by Premier. The customer received "dedicated service" where their shipment was not combined with other shipments for the long distance transportation. The customer's belongings were handled only one time preventing the potential for damage when shipments are transferred from a smaller truck to a larger truck and then delivered at destination. Additionally the customer raised several other issues. The customer was concerned that a 32' truck was left at their home. The truck is a 24' truck used for our shuttles. Due to the difficulty in getting to the customer's home and with the customer's specific permission, the truck was left in the driveway to avoid delays in re-accessing the customer's driveway the morning of loading. The customer granted the driver permission specifically for the truck to remain overnight. Finally, on numerous occasions the explanation of a shuttle was provided to the customer. The shuttle is included in the charges as a bound price. The explanation was provided by the sales representative during the sales process. The explanation was provided further by the move coordinator during the move process. After the move when the question was raised again the customer was referred to ********* customer service who confirmed everything that had been told to the customer by Premier and confirmed the charges were accurate and correct. By giving the customer a bound price the customer did not risk any type of additional charges for additional services performed. Bound pricing is strongly preferred by our customers for this reason. The bound price includes a shuttle at origin. As a result there is no additional charge for the shuttle that could be refunded or adjusted. In summary, the pricing for the shuttle was included in the bound price. The customer's home is not accessible by a 53' truck and trailer. The smaller shuttle truck was used to load the items. The items were transported to destination in the shuttle truck which resulted in the customers receiving a dedicated truck with no additional charges. A standard long distance move is based upon a tractor and 53' trailer that may, or may not, include other customer's shipments on the same trailer. In this case a smaller truck was the only possible manner to access the customer's home. The smaller truck was used and it was included in the bound price. Regards, **** ** ******** President

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Absent any acceptable offer or resolution by Premier Transfer and Storage, I conclude this complaint by recommending strongly against doing business with Premier Transfer and Storage, and with ********* in the ************* ***** which outsources its work to Premier Transfer and Storage.   I erred in thinking that *********, as a large national company, would stand behind or ensure quality or honesty from Premier Transfer and Storage.  Premier Transfer and Storage's misrepresentation of and failure to provide services that it then bills for, its use of contracts of adhesion, its lack of responsiveness to complaints, and its bait-and-switch techniques border on the illegal.  Regards, **** *****, Esq.

10/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We bought patio furniture from ****** *********** about a month ago, which was transported through a company called **** ****** to a local distributor named Premier Transfer & Storage (PTS). **** ****** sent multiple emails and automated phone calls detailing dates of delivery and transport tracking numbers. We called PTS once we received notice, through the tracking number, that it had arrived locally. During the call we were given a delivery date of the next business day (day 1). We received no time window for the delivery and were promised a call back for such information. No call back came and no delivery. On day 2, we called and inquired about our package. We were given a time between 2-6pm the same day. Once again, no delivery and no call, despite our voicemails, when the time frame came and went. On day 3 we called again, only to be put on hold multiple times; all calls were disconnected or sent to a voice mail. After calling two different phone numbers a total of SEVEN times, someone finally answered. We were told, "the delivery drivers had some problems and they should have called you but they didn't, so how does tomorrow sound?" Today is day 4, no furniture, no phone call...nothing. This is unacceptable -- no answer to the voice mails, or returned phone calls, and no delivery. To add insult to injury, this company boasts about being disabled veteran owned/run business - it does all veterans a disservice. I am a veteran and I am ashamed to be associated, even in name, with such a terrible business.

Desired Settlement: I wish someone could give my family back the time wasted on this issue. I also wish that someone was held accountable for this blatant lack of customer service and logistics management. However, I believe nothing will happen and businesses like these will continue to operate. So all I really want is MY ORDER TO BE DELIVERED. If not, I'm guessing I'll be asking ****** ***********/**** ****** for a refund - since PTS stole our goods.

Business Response: I am very disappointed that you have received poor service from my company. I will personally work to get this issue resolved immediately and your items delivered today. I take seriously the performance of our company and my service to our country. Clearly this has not been handled correctly and I need to get your items delivered immediately. Regards, **** ** ******** President

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   We were contacted by a Mr. **** **** who apologized for the inconvenience and promised that the delivery would be between 1300  and 1500 hours on Oct 10th. Furthermore, he promised that the product would be assembled and the packing materials removed.   While I sympathize with the delivery men, as it was raining, the result was the following: The delivery was not until 1545 (already outside the promised timeframe), I had to ask the gentlemen to remove the product from the packaging and the boxes and packing materials were left on our patio.   The worst part is that we thought our dealings were complete. However, as we started placing our furniture, we realized that there were only SIX out of SEVEN boxes that were delivered. We immediately called the delivery men (whose number we had to get from the warehouse initially) and asked them why the seventh piece was not delivered. They said "...that was all we got from the warehouse, you'll have to call them and ask about the missing piece."   We called the warehouse, and no answer but I did leave a voicemail with Mr. ********.   We would just like to have ALL of our furniture. We'll be contacting the original selling company and the initial transport company to report the missing piece (which is an entire section of the sectional sofa) Regards, **** *****

Business Response: I completely understand the customer's concern. As we provide delivery for other company's I recommend that the customer contact the company they purchased their item from to inform them they did not receive all of their items. In turn, I will also have our logistics manager review our receipts to determine if we actually received item number 7 of 7 which was not delivered. Regards, **** * ********, President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********,  the seventh box was delivered the next business day following the initial shipment  of the six pieces.  I consider this complaint resolved. Regards, **** *****

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/2/2014, a mattress was delivered to my residence by Premier Transfer and Storage out of the Roanoke Valley, VA. Upon arrival I was notified that they had ripped my phone line from the house with their moving van. Directly after completion and they had left, I noticed door molding ripped off in the bedroom they delivered to, the molding was under the newly placed mattress set. I immediately contacted the company, was asked to send pictures of the damge (I did), was contacted back with sorry and we have discussed with our delivery men on how not to damage other peoples property. This is unacceptable, unprofessional and poor business conduct. This is a repair that I can probably complete myself but it is unfair that I have to spend my time and work correcting/fixing another companies damages.

Desired Settlement: Repair of damaged door molding with a competent contractor or monetary value of myself completing repair.

Business Response: We contacted the customer on 10 June and worked out an agreement to compensate him for the damages he experienced. We will send him the check for the compensation this week. Thank you, John S. Phillips, President

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ******

2/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The driver was rude and asked on arrival if a piece of furniture could be moved from one place to another said if could not, it would have to stay where placed.  He had damage to different piece of furniture as if it had not be covered.  The head boards on 2 beds were not put back on the beds.  The refrigerator was scratched on one side and the repairs has since been taken care of.  We were given a moving time of 11 hrs. and was told by ******* ****** if it took longer I would have to go to bank and pay difference.  If less they would pay me.  I did not file claims to some pieces scratched or broken but have tired to received the amount overpaid.  Science it has taken so long I feel that I need to receive my overpayment.  I have told those I have talked if it had been more time involved I would have had to pay then that after.  It only took 5 hrs 15 mins.  I am sending paper work signed by driver when finished.  I have talked to ****** at least 3 times and she assured I  would received refund from accounting dept.  I have talked to Mr. Phillips at least 2 or 3 times and have called another 3 times and was told that he would return my call.  He has not.  I have also talked to ****** ****** in accounting and was told that she would send me an invoice or mine was lost in the move and would look about refund.  I have been told before Christmas my refund was being mailed out but I have not received it.

Desired Settlement: Refund

Business Response: I regret that Mr. *******' move did not occur in a more professional manner and apologize for the difficulty he has experienced. On January 22 we mailed him the refund exactly as he requested. Please accept our apology for the delay. Regards, John S. Phillips, President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *******

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Here is a summary of the problems we had with Premier during our recent move. We tried to resolve our issue with John Phillips, the owner, however he sent our complaint to Mayflower and they refused to compensate us for our inconveniences. 1) All our belongings did not fit on the first Mayflower truck. We were only given notice that our belongings would not all be moved until the day before the move. We were updated about this by the Mayflower driver and not our coordinator, ****** ******. Our coordinator should have helped manage our expectations well in advance of the pick up date by letting us know that half of our belongings would not be arriving on time so that we could prepare and prioritize what should be packed first. Nowhere on any information we were given by Premier were we informed that there was a possibility that all our belongings would not arrive together and on time. 2) We were told that the second truckload of our belongings would be arriving shortly after the first truckload. Our load date was 8/17/13. The second truckload did not arrive until 9/14/2013, almost a MONTH after it was picked up. 3) On 8/16/13, the load date, the Premier Shuttle team scheduled to help our Mayflower driver DID NOT ARRIVE. One of the men from that team did not show up for work that day we learned because his car was impounded the night before. After learning that the Premier shuttle team would not be arriving to help, our Mayflower driver was forced to solve the shuttle problem on his own by renting a UHaul truck and rounding up two moving people from another company to help load. This caused significant delays with our move, inconveniencing us, the Mayflower driver and many other people who were helping us. Our coordinator was dishonest with us about the Premier employee who did not show up for work. When we asked if the shuttle team was on their way, we were told several times that they were in route and "should be there soon". Not only were we lied to about the team arriving, but when we mentioned that our Mayflower driver told us that the Premier shuttle team was not coming, our coordinator said that our Mayflower driver had gotten mad at the Premier shuttle team and fired them. This was completely not true and caused a great deal of unnecessary tension between us and our Mayflower driver. 4) When it became clear that all our belongings were not going to fit on the first Mayflower truck, Premier was slow to send a new shuttle team to collect the remaining items. And when they did send a team 4 hours later, the team still did not bring a truck large enough to carry all of our remaining items. A THIRD SHUTTLE TEAM was required! The crew of Premier's second shuttle team that was sent was not professional or well informed about our move. The team leader complained to us much of the time about how early he had to wake up that morning, how long his day was, and about his many health problems including knee replacements and heart attacks. Also, after loading for several hours, he asked if our house had other floors. We do, in fact have three floors which were filled with belongings that still needed to be loaded...he should have known this from the beginning of the project and should have inventoried everything on each floor. 5) At 10:30pm on 8/16/13, (12 hours after the load began) after Premier had failed twice to remove all of our belongings from our house, we (my wife, her mother, and our four children) had to make arrangements to find a place to stay for the night. We also had to arrange for a family member to spend the night at our home, with no bed, bedding, food or other comforts so that someone could be present the following day for the final Premier pick up. The family member works full time and had to take a day off of work to help us with this. 6) We were inconvenienced again in ****** because we did not have all of the belongings we needed. Our baby did not have a crib to sleep in, so we had to spend $85 buying a portable bed for her. We did not have car seats for our children, did not have furniture, bedding, etc that was needed to help us fully unpack and settle into our new home. 7) We were not well informed about when our second truckload of belongings would arrive. According to Mayflower customer service, they were not even contacted by Premier about the need for a second truck assignment until 8/21/13, FIVE DAYS after our initial load date. We were the ones who had to check in with our coordinator to find out what was happening with the second delivery...we should have been updated regularly. Several of our phone calls were not returned promptly. Nothing happened with the second delivery until we personally contacted Mayflower customer service and were put on their priority list. Only at that time did things start to happen. 8) The day before our belongings were to arrive in ******, our coordinator forwarded us an email from Mayflower saying there was a delay and our stuff was still sitting in Fredericksburg, VA. This turned out to be untrue, but again it caused stress, frustration and confusion for us. 9) Our mattress was not boxed as promised, but just loose in the truck. Overall, our experience with Premier Moving and Storage was extremely unprofessional. We would like to be compensated for this terrible inconvenience.

Desired Settlement: We would like our bill adjusted to reflect compensation for all the inconveniences we experienced. The service we received was not what was promised.

Business Response: January 17, 2014 Better Business Bureau Serving Western Virginia RE: BBB Complaint #******* Dear Mr. and Mrs. ******* *****: Mayflower Transit, LLC (“Mayflower”) is an interstate motor carrier that provides interstate transportation services pursuant to operating authority granted by the federal government. Premier Transfer and Storage, Inc. (“Premier”) is a disclosed household goods agent of Mayflower for the purpose of the interstate transport of household goods shipments. When Mayflower provides interstate transportation services for a shipping customer it utilizes a network of disclosed household goods agents, such as Premier, to perform the actual moving services that are requested by its customers. At all times during an interstate move, these disclosed agents, such as Premier, are performing under Mayflower's interstate operating authority. In this instance, you engaged Mayflower to transport a shipment of household goods and personal property from Virginia to ******** pursuant to Mayflower Order Number **********. During the entire time that your interstate shipment was being serviced and transported by Mayflower, Premier was acting solely as a disclosed household goods agent of Mayflower. As such, Premier has no liability or responsibility separate and apart from Mayflower. Thus, Mayflower is exclusively the proper party to respond to the complaint that you submitted to the Better Business Bureau (“BBB”) of Western Virginia because your complaint references issues that arose during Mayflower's performance of your interstate move. Furthermore, since Mayflower is headquartered in Fenton, Missouri, the BBB of Eastern Missouri and Southern Illinois is the venue for the proper BBB affiliate that should handle your complaint. Despite the foregoing, the Better Business Bureau ("BBB") of Western Virginia has insisted that Mayflower's disclosed agent, Premier, rather than Mayflower, respond to your complaint, even though your entire interstate move was conducted solely under Mayflower's interstate operating authority. Premier respectfully maintains that it is not responsible for responding to a complaint that should properly be directed to Mayflower by way of the Better Business Bureau of Eastern Missouri and Southern Illinois. Nevertheless, in order to cooperate with the BBB of Western Virginia, Premier would like to make the following comments regarding your complaint. I, as president of Premier, which was operating as a disclosed agent of Mayflower, would like to personally apologize for any difficulties you experienced during your interstate relocation with Mayflower in August 2013. Mayflower and its disclosed household goods agents (including Premier) strive to provide customers with a stress free relocation. In your case, Mayflower did not meet your expectations. I am attempting to respond in good faith to the issues you have identified. 1. Your were not advised that the moving van that was assigned by Mayflower could not accommodate your entire shipment. Mayflower dispatched the van operator who loaded the main portion of your shipment at your origin residence. This van operator is an independent owner/operator who performs interstate transportation services under Mayflower’s interstate operating authority. Mayflower was scheduled to load your shipment on August 16, 2013. Mayflower makes concerted effort to load all of the items in a customer’s shipment onto one moving van. However, in this instance, another customer’s shipment which was loaded onto the moving van before Mayflower loaded your shipment was larger than anticipated. Therefore, there was less space available on the assigned moving van to load your shipment. Since all of the items in your shipment could not be loaded onto the assigned moving van, Mayflower determined that some of your shipment would have to be transported on a second moving van. The items that are transported on a second moving van are referred to as the “overflow’ portion of a shipment. The Mayflower van operator was unable to determine that the first moving van could not accommodate your entire shipment until he arrived at your origin residence and inspected your shipment. Since neither Mayflower nor Premier were aware that the first moving van could not accommodate your entire shipment before the assigned van operator arrived at the origin residence, neither Mayflower nor Premier could provide you with any advanced notice of the fact that your shipment would be transported on two separate moving vans. You have reported that this unanticipated situation resulted in most of the difficulties that you experienced during your interstate move. Mayflower and Premier regret that your entire shipment could not be loaded onto the first assigned moving van, and understand that you were inconvenienced by this unforeseen situation. 2. The second moving van containing the overflow portion of your shipment did not arrive at the destination residence until September 14, 2013. As soon as Mayflower and Premier became aware that a second moving van would be required to transport the overflow portion of your shipment, Move Coordinator ****** ****** advised you to instruct the van operator to load all of the items that you considered essential onto the first moving van so these items would be available to you at destination. Mayflower was scheduled to deliver your shipment between August 21, 2013 and August 28, 2013. Although Mayflower delivered the main portion of your shipment on August 21, 2013 pursuant to the scheduled delivery dates, Mayflower was unable to deliver the overflow portion of your shipment until September 14, 2013. However, pursuant to Note 14 of Item 70 of Mayflower’s interstate operating tariff, a shipping customer is not entitled to compensation for the delay in the delivery of the overflow portion of a shipment. Nevertheless, Mayflower and Premier understand that you were inconvenienced by the delay in the delivery of the overflow portion of your shipment. For this reason, Mayflower would like to offer you $250.00 as a gesture of customer service for the delay in delivery of the overflow portion of your shipment. 3. The Mayflower van operator provided the shuttle service rather than Premier. When a van operator determines that a shuttle is required for a Mayflower shipment at either origin or destination, the van operator has the responsibility of arranging for that shuttle service. In this instance, Premier was not able to provide a crew to assist in the shuttle service. Therefore, the van operator had to make other arrangements. Mayflower regrets any miscommunication and confusion that may have occurred among yourself, Mayflower, the van operator, and Mayflower’s disclosed agent, Premier, regarding the performance of this shuttle service. 4. All of the overflow items did not fit into the first truck that was assigned to pick up these items and bring them to the Premier warehouse. On August 16, 2013, after Mayflower and Premier were notified that an overflow on your interstate shipment had occurred, Mayflower arranged for Premier to schedule the first available crew to transfer the overflow items from the origin residence to Premier’s warehouse to await the second moving van. However, all of Premier’s crews and trucks were servicing other shipments. It took several hours for a crew and truck to become available. Premier dispatched the first available truck, which was smaller than required, to your residence with the expectation that Premier would send a second truck to your residence as soon as it became available. Unfortunately, a second truck was not available until the following day, August 17, 2013. 5. The remaining overflow items were retrieved the following day. Mayflower and Premier are aware that your family was inconvenienced because someone had to remain at the origin residence until the following day, August 17, 2013, before Mayflower could remove all of the remaining overflow items from the origin residence. Pursuant to Item 70 of Mayflower’s interstate operating tariff, when Mayflower fails to meet the agreed-upon loading dates, the shipping customer is entitled to $100 per day delay claim compensation. Since Mayflower picked up a portion of your shipment from the origin residence one day after the agreed-upon load date of August 16, 2013, Mayflower is prepared to pay you $100.00 as compensation for the delay in loading the overflow items that remained in your origin residence until August 17, 2013. 6. Inconvenience in ****** due to waiting for the overflow delivery. Mayflower delivered the overflow portion of your shipment on September 14, 2013. Note 14 of Item 70 of Mayflower’s MT01 Tariff provides that delay claim compensation is not applicable to the overflow portion of a shipment. Nevertheless, as gesture of customer service, Mayflower is prepared to offer you $250.00 for the delay in the delivery of the overflow portion of your shipment. 7. You were not well informed about the delivery date of the overflow shipment. It is Mayflower and Premier’s goal to provide Mayflower customers with accurate information regarding the date and time of the delivery of a shipment as soon as this information becomes available. Mayflower regrets that you believe that Mayflower failed to keep you sufficiently informed regarding the delivery date of the overflow portion of your shipment and apologizes for any inconvenience this may have created. 8. Incorrect information was provided by the Move Coordinator. It appears that the Move Coordinator inadvertently sent you an email that was intended for another customer and did not apply to your shipment. The Move Coordinator’s error was addressed as soon as she became aware of the situation. As the President of Premier, I have addressed this issue with the Move Coordinator and we are working to improve the manner in which such communications will be handled in the future. 9. A mattress was not boxed as expected. Documents that you signed during your interstate move indicate that Mayflower packed two twin mattresses, a double mattress, and three king/queen mattresses pursuant to your direction. Mayflower regrets that another mattress in your shipment may not have been packed as you expected. Mayflower is prepared to offer you an additional $50.00 as customer gesture for any inconvenience that may have resulted from Mayflower’s failure pack one of the mattresses that were included in your shipment per your expectations. Summary Mayflower and Premier understand that you experienced several unanticipated issues and inconveniences during your interstate relocation to ******. Foremost among these issues was the fact that not all of your goods would fit onto the original moving van that was scheduled to transport your shipment. Mayflower, utilizing its disclosed agent, Premier, attempted to rectify this unanticipated and difficult situation to the best of its ability. Mayflower and Premier regret that your experiences did not meet all of your expectations. Mayflower trusts that its settlement offers which total $650.00 provides some indication that Mayflower understands and regrets the difficulties that you encountered during your interstate move. Regards, John S. Phillips, President Premier Transfer and Storage, Inc. cc: Better Business Bureau Serving Western Virginia Better Business Bureau of Eastern Missouri and Southern Illinois

Consumer Response:  I received the response email from Premier and I believe I accepted the response. I am assuming Premier will mail us a check soon as part of their resolution. I can let you know when we have received it. Thank you for your help with this problem. I really appreciate it. ***** *****  

12/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was contracted (****-****) with Premier moving and storage, a subsidiary of Mayflower movers, to move my household belongings from ******* Avenue, Roanoke, to the ********, Oregon area (***** ******* **) for $17,842. My shipment which was due in ********, Oregon promised no later than July 6-8. This move has been plagued by errors and negligence from the start. The packers, where insufficient in number and packed for 2 days (June 28, June 29) working from noon on June 28 through 1am on June 29...and again from 9am on June 29 through very late that evening, but were scheduled to be done in less than one day. We were scheduled to leave (as was the shipment) early on June 29 and we had a "guaranteed delivery date no later than July 8" and a "bound" price, that was a guaranteed cost for the move, both which were subsequently disregarded by Premier/Mayflower. The shipment did not arrive as promised in Oregon. The Roanoke City Police Department, Sergeant *****, called me late afternoon on July 1, to ask why a large Mayflower moving van was illegally parked, and unlocked at several doors, in front of my home at **** ******* Avenue. He reported that my household belongings were exposed to anyone in the area that may have entered the moving van, where it was parked form the previous two plus days. A police report was filed by Sergeant *****, who also informed me that he called Premier president, Mr. John Phillips, by telephone to advise him of this occurrence. I spoke with Mayflower legal counsel, ***** ********, ###-###-####, who called me back informing me that Premier Moving company denied this ever occurred. The Roanoke City police report however confirms this was not true. My wife and I and my two kids waited for the final portion of our belongings, including parts of our beds, finally delivered on July 29 with many broken and damaged items and some missing furniture. Mayflower has yet to provide me with a restitution for loss and damage (we had "full value" insurance on the move). We slept for several weeks on air mattresses, using plastic and paper plates and were unable to get settled in our new home at ***** ********* *rive, ***** ****** (********), Oregon *****. I had to purchase work clothes to start my job (July 8) and my wife was unable to interview for employment, or pay our bills, as most of our home office records were packed with our furniture. I frequently called Premier and spoke with a very nice agent, ****** ****** (###-###-#### ****), as well as Mayflower operations manager at their 800 number, regarding this situation and was advised of $125/diem (from July 8 to the final delivery on July 29) would be applied as a reduction in cost for the move. However, now , 2 months after the promised delivery date, Premier (Mr. Phillips, President) has referred me to an 800 # at Mayflower if I have any further questions and has brushed off any responsibility for the irresponsible agreement to pack (with inadequa

Desired Settlement: I want Premier to honer their agreed price ($17,842), honor their promised reimbursement of $125/day for the period of July 8 to July 29 (21 x $125 = $2625 reduction), to pay ($8720) for the repairs and replacement of the missing furniture and to explain why they left out belongings unlocked, negligently on the street. Thus, the price should be $17,842 minus $2625, minus $8720... or (due to Mayflower: $6497). No charge for aggravation and negligence, but a final agreement to put this behind us. Thank you

Business Response: Date Sent: 9/11/2013 5:12:52 PMI share Dr. ********'s disappointment that his move did not happen in a more smooth manner.  Dr. ******** has my personal cell phone and contacts me repeatedly after hours and on weekends.  I have made myself available to him whether I was in Virginia, Georgia or New Jersey traveling on business or pleasure.  I have responded to each of his requests and so has Mayflower Transit.  In fact, his most recent correspondance states he has not heard from Mayflower regarding his damage claim.  This is a complete falsehood.  On 14 August 2013, the day that he filed his claim, Mayflower Transit registered receipt of the claim and began taking immediate action.  Please note this was nearly a month after his move was completed that he filed the claim.  On 15 August, Mayflower Transit retained ********* ***** to evaluate his damage and provide a report to Mayflower's claim department which is handling the claim.  Dr. ******** cancelled two appointments with the claim firm and finally met with them on 20 August.  The claim firm was at his home within 6 days of filing his claim.  The report was received back to Mayflower on 4 September.  This was exactly 4 business days ago.  Mayflower is completing their review of the final report and will provide a response to him within the next 7 to 10 business days.In the past two weeks Dr. ******** has begun to challenge the charges on his shipment.  I will have Mayflower Transit review the charges to make sure they are accurate and in compliance with the contract between his employer and Mayflower Transit.  This review will take a week or more since it will need to be reviewed by Mayflower Transit's legal department.  Dr. ******** has made numerous threats to sue multiple entities.  Please note also that until his bill for services has been paid, no monetary settlement will be provided to Dr. ******** for his damage claim.I have worked sincerely with Dr. ******** and made myself available for numerous after hours calls.  This week on 9 September 2013, Dr. ******** again threatened legal suit stating that I would "...get his civil suit.  He (John Phillips) is in a position to make this go away or escalate it..."I have referred Dr. ******** to both the claims department with Mayflower Transit and to Mayflower's legal department.  Both may be reached directly at ###-###-####.  Regards,John S. Phillips

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dear Ms. *******, With the exception of the Antique dresser, Low Boy, this off looks acceptable if the items are repaired to original condition.   The treadmill is not an item that a furniture repair person can repair, by the way, as they told us.  It has many broken parts and mechanically has been altered.  I did not review if any items were left off the list you quoted, but will do so. The dresser may have had a minor repair to one of the legs (which is the least of the damage), but the top is disconnected from the base and the finish is not inherently ruined with large white streaks and rub marks.  Its suite mate, the Hi-boy of the same set, was delivered in perfect condition. This needs to be repaired if we are going to come to a settlement. Also, I need an agreement with Mayflower/Premier regarding the very late delivery (bed items and others arrived on July 29, well after the guaranteed date of July 8). In so far as paying the bill in full before a claim is paid,  the bill has never been mailed to me, but the bill states service charges for shuttle at the end of the delivery, that were promised to me by Premier agent would not be charged...and the bill charge has been increased over $1000 by someone at Mayflower, charging for excess weight and changing the rate from the "bound" rate that was contracted for.  These issues have to be reconciled before the bill is paid. Kindly advise me of next steps.  I can not settle this claim and the many aspects of the contract in pieces.  Mayflower administration needs to come to a final agreement on the bill and restitution.  I have not requested restitution for damages for the negligence of leaving our shipment in an open trailer in front of our house on ******* Avenue.  Police filed a report on this and called me to ask why the trailer was there for two days, left unlocked. Thank you, ***** ********

Business Response: Date Sent: 9/21/2013 4:37:06 PMMr. ******** has raised several issues that need to be closely examined before I am able provide a definitive response.  However, he attached to the last note I received from him, through the BBB, a copy of his cargo claim settlement letter.  He then went on to explain to the BBB several items that he requested be settled differently.  The claims adjuster's name, title and contact information are all contained at the end of the letter.  As in all claims situations, the adjuster is the person Mr. ******** will need to contact and request changes to the cargo claims settlement proposal.  I ask Mr. ******** to please contact this person to raise the issues regarding the final cargo claims settlement issues that he mentioned in the BBB letter so that they can be immediately handled.Mr. ******** has raised several issues including his final charges, cargo claims settlement, settlement for the delay claim, and an unlocked trailer.  In order to be responsive to the customer we have moved forward with Mayflower Transit, LLC and requested each of these items to be reviewed in detail.  I anticipate providing resolution to these outstanding items within the next week.  However, I do recognize that he needs to have his cargo claims issues addressed immediately.  Therefore I am asking that he contact the claims adjuster listed on the claims settlement letter to discuss any final changes he desires regarding the cargo claims.I will respond within the next week on the remaining issues he has raised after Mayflower has had the opportunity to review them in detail.  Regards,John S. PhillipsPremier Transfer and Storage, Inc.President

Consumer Response: I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,***** ******** September 24, 2013Dear Ms. ********, I have read today's BBB  response from Mr. John Phillips, President of Premier Moving Co/Mayflower division, regarding cargo claim settlement (June 29 Move).... and referring me to the Mayflower Cargo Claim rep (Ms ***** *******, Senior Claims Adjuster).  12 days ago Ms. ******* advised me that Mayflower had made it's best offer for damages and missing furniture, and that my only recourse was binding arbitration, or a civil suit.  She also stated that no settlement for damages and missing items would be paid, until the moving bill was paid in full to Mayflower.  Ms ******* stated that any issues regarding the difference in the quoted cost of the move and the final bill (which was higher) or issues regarding the daily discount (for  the 3 weeks late shipment with damaged and missing items) was not in her discretion to adjust, but that I could call (again) the 800 number for customer service and legal complaints (something I have done already with no success, with their legal counsel denying the loaded moving van being left unlocked on the street for two day in Roanoke, VA).  I do appreciate that Mr. Philips has initiated a review of the issues regarding the delay claim and unlocked loaded Van in front of my previous residence July 1 and July 2. I believe Mr. Phillips request for Mayflower LLC to review the case is a necessary  step (and I trust not a delay tactic)  and that  Premier Movers has the ability to get on the phone with me and come to a final settlement before any payments (the final price has been increased from the quote by over $1000) are made.  This is a very simple matter to settle if and when they are ready to do so.I have contacted Roanoke City Police department Chief *******, and anticipate receiving a copy of the incident report (July 1-2).  When I receive it, I will forward it to BBB for public review.Thank you!***** ****************, Oregon (from Roanoke Virginia)

Business Response: Date Sent: 10/4/2013 3:54:03 PM October 4, 2013        Dear *****:    This complaint will have to be transferred to the Eastern Missouri BBB as Dr. ***** ********'s shipment moved under Mayflower Transit, LLC's ("Mayflower's") interstate operating authority.      For purposes of Mr. ********’s interstate move, Premier Transfer and Storage, Inc.  ("Premier") was acting solely as a disclosed household goods agent of Mayflower. As a disclosed household goods agent, Premier cannot be liable for damages arising out of Mayflower's performance under its interstate Bill of Lading.     Therefore, please remove Premier from the complaint and forward the complaint to the Eastern Missouri BBB.    Kindest regards,      John S. Phillips  President 

Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is a complaint made re: services provided by Premier Moving and Storage i. Blacksburg and Salem. VA, who I contracted services to move me.All my dealings and services that were mismanaged , where provided by Premier (who advertises no BBB complaints).To move this complaint to a mid west BBB office is a deliberate attempt to side step the entire purpose of serving the Roanoke, VA community, by reporting about companies that are soliciting services to our community, but then claiming to be an agent for a Midwest company...That is nonsense and reprehensible, if permitted by BBB.Premier has not followed up to call me to discuss a plan for reconciliation, as they have promised, but is using this deceptive and elusive practice to avoid taking responsibility for their negligent behavior.Please call me to review the status of this matter.I would like to speak with the Director of the Roanoke BBB.Thank you, ***** ********************Regards,***** ********

Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Kindly review the attached police report and include it in my complaint to the BBB of Roanoke.Regards,***** ********

Business Response: I have read the customer's notice to me not finding acceptable our response. However, the customer does not identify any specific action requested to remedy their concerns or identify what they do not find acceptable from our previous response. Please ask the customer for clarification and I will respond once I understand what they are requesting. Regards, John S. Phillips, President

Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Today, I am in receipt of a copy of a letter to BBB/Missouri from ***** ********, Senior Litigation Adjuster, Mayflower.  One Mayflower Drive. Fenton, MO *****. That letter is unfortunately replete with misleading and untruthful information. I will briefly address the issues that are misstated by Mr. ******** as well as my request from Premier Moving and Storage &/or their partner in moving, Mayflower. The truth of the matter is that United Van Lines Actually completed this move, because Premier and Mayflower oversold the movement of my household on June 29. and were unable to complete the move until July 16, 2013. The appropriate moving van was more than able to accommodate the shipment; Mayflower/Premier simply did not have the moving van promised me for the move. The move was finally delivered 18 days later than the absolute last date the shipment was promised, both in writing and numerous times by email and phone calls, by the Premier staff, Ms ***** ***** and ****** ****** at ###-###-####. Before I proceed, I must say that Ms. ***** and Ms. ****** were both very professional and respectfully communicating what they told me were the policies and procedures of Premier Moving and Storage, the Roanoke, Virginia agent for Mayflower. I trusted them and have no reason to doubt their sincerity.  I have attached documentation (Exhibit A) of the Roanoke City Police Report, Sergeant *****, description of the negligent act of leaving our truckload (large moving van) of belongings illegally parked and unlocked with many items left on the street. This is likely when our coffee table went missing, as well as many other smaller items never accounted for.  I have attached (Exhibit B) 7 pages of the inventory Exceptions Report (used to record damage or loss from the original receipt), although Mayflower has tentatively agreed to only pay $1120 plus the cost of repair of 3 major items (I also have attached the relevant cover page of' the many pages of Household Goods Descriptive inventory, reflecting 2 separate delivery dates by 4 different shuttles (7/19 & 7/26). This is relevant especially because I was told our household goods were to be delivered by a single 50 foot tractor trailer, not 4 separate deliveries …. thus causing additional 4 separate shuttle expenses (I was assured by Ms. ****** that I would not be charged for additional costs at delivery, especially after our goods were damaged, lost and 18 days late). In any case, not only were shuttle services excluded in writing (see below), but it should be Mayflower/Premier’s responsibility to pay for the 4 shuttles because Mayflower did not send the shipment in one truck as they informed me would be the case. Also, many full size trucks, including large moving vans, have delivered to all the houses on my neighborhood, putting the entire shuttle necessity in question.  In regard to my claim for delay in delivery, many household items of necessity (Exhibit C, page4-8 of 9) including on 7/26/13: dresser, lamps, rugs, desk drawers, bed slats. bed frame, bed rails and all 6 Igloo doghouses for our 6 huskies (outside dogs), were not delivered until 7/26/13, 18 days after the July 8 guaranteed delivery date. As Mayflower/Premier has agreed, I am due payment of $125/day (18x$125=$2250.00) for this delayed delivery.  Mr. ********, in his letter of October 23, 20 13 incorrectly states that I "endorsed" the check Mayflower sent me (with absolutely no cover letter or explanation) for $1625. That check (Exhibit F) was specifically marked as "for deposit only", constituting a "qualified' endorsement, which does not include any signature of any kind because it does not agree to (by signature endorsement) the release and discharge of any, claims, demands….etc.,  as was misstated by Mr. ********.  I would never agree to such an absurd arrangement under these circumstances.  Mr. ******** is correct in his assertion on page one of his letter, that Mayflower agreed to performing services with a binding Estimate/order for Service (“Binding Estimate"). Attached in addition to the, "On Point Price Certainty Total" estimate of charges $17,336,84 (binding date 3/15/13) is a contract (#**************) (Exhibit D) that specifically states there is no additional charge for shuttle services at destination, when there is a "Bound Estimate"; on Page 7, of that agreement read:  "Explanation of Terms: Shuttle Service --In cases where it is impossible for the van operator to deliver your shipment directly from the over-the road vehicle(usually a lone tractor-trailer) either because of  the terrain characteristics (such as tight turns, overhanging branches, etc.) or safety considerations, you may request or the van operator may require, shuttle service. A shuttle service includes placing your household goods on a smaller vehicle and transporting them between the over the road vehicle and your. There wilt be no additional charges for shuttle at destination under a bound pricing program. "  The bound price was subsequently adjusted to $17,842,07, however Mayflower has hiked up the price, adding fees for shuttle service, which they agreed in writing to exclude in a bound pricing program, Furthermore, Mayflower/Premier have refused (until receiving  what they consider full payment) to repair/replace our damaged and missing furniture (many items were excluded from the “Inventory Exception Report"),  though they have acknowledged their responsibility to pay $1120.00 plus the cost of repairing the (brand new condition) handmade spindle cherry dining room chair, the damaged handmade cherry dining room table, and the severely damaged treadmill (estimated at another $1500 to repair these 3 items),  totaling $2620 est, cost to repair/replace all items that we have included thus far. These damages/missing items are acknowledge in the September 12, 2013 letter from Mayflower's, ***** *******, Senior Claims Adjuster. 111,  (******************) (Exhibit E).  It is very interesting that Mr. ******** attempts to misstate that a check (Exhibit F) was endorsed, re moving accountability for our shipment and also side step responsibility for the negligence (see police report) of leaving our belongings unlocked and on the sidewalk for two days, stating that, “it does not appear that any loss or damage to the ********s goods occurred during the time that the trailer remained unlocked at the origin residence". This would suggest to me that Mayflower/Premier must have some other explanation for the missing coffee table and other missing items?   Lastly, Mr. ******** states that payment of applicable tariff charges should precede the carrier's obligation to satisfy a claim for loss or damage. This is very neat and sounds credible, but as any reasonable person can see, the "applicable tariff charges” have not been agreed to by Mayflower/Premier, making payment impossible.  I make the following offer to settle this horrendous matter, including mutual release of Mayflower/Premier and myself, also releasing the Missouri and the Roanoke BBB from further action (Premier has lobbied to say that they did not form a contract with me in Roanoke and they can continue to claim a BBB claim free status), upon completion of the following:  1. Payment by check to ***** ********, the remainder of the due late delivery payment of $2250.00 minus the $1625 paid: Due: $625  2. Payment by check to ***** ********, the value of lost and damaged items, totaling Due: $2620,00  3. Agreement by Mayflower/Premier to accept payment in full at the agreed upon Bound Price: $17,842.07.  A bank check for that amount will be placed with an escrow agent, my attorney or other mutually agreed agent, upon final agreement with Mayflower/Premier.  Thus Mayflower/Premier will pay me through an escrow agent an additional: $3245, and I will pay them $17,842.07.  to settle this matter and put it behind us.  Thank you for your time and professional assistance in this unfortunate case.   Sincerely,  ***** M. ********       

Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Today, I am in receipt of a copy of a letter to BBB/Missouri from ***** ********, Senior Litigation Adjuster, Mayflower.  One Mayflower Drive. Fenton, MO *****. That letter is unfortunately replete with misleading and untruthful information. I will briefly address the issues that are misstated by Mr. ******** as well as my request from Premier Moving and Storage &/or their partner in moving, Mayflower. The truth of the matter is that United Van Lines Actually completed this move, because Premier and Mayflower oversold the movement of my household on June 29. and were unable to complete the move until July 16, 2013. The appropriate moving van was more than able to accommodate the shipment; Mayflower/Premier simply did not have the moving van promised me for the move. The move was finally delivered 18 days later than the absolute last date the shipment was promised, both in writing and numerous times by email and phone calls, by the Premier staff, Ms ***** ***** and ****** ****** at ###-###-####. Before I proceed, I must say that Ms. ***** and Ms. ****** were both very professional and respectfully communicating what they told me were the policies and procedures of Premier Moving and Storage, the Roanoke, Virginia agent for Mayflower. I trusted them and have no reason to doubt their sincerity.  I have attached documentation (Exhibit A) of the Roanoke City Police Report, Sergeant *****, description of the negligent act of leaving our truckload (large moving van) of belongings illegally parked and unlocked with many items left on the street. This is likely when our coffee table went missing, as well as many other smaller items never accounted for.  I have attached (Exhibit B) 7 pages of the inventory Exceptions Report (used to record damage or loss from the original receipt), although Mayflower has tentatively agreed to only pay $1120 plus the cost of repair of 3 major items (I also have attached the relevant cover page of the many pages of Household Goods Descriptive inventory, reflecting 2 separate delivery dates by 4 different shuttles (7/19 & 7/26). This is relevant especially because I was told our household goods were to be delivered by a single 50 foot tractor trailer, not 4 separate deliveries …. thus causing additional 4 separate shuttle expenses (I was assured by Ms. ****** that I would not be charged for additional costs at delivery, especially after our goods were damaged, lost and 18 days late). In any case, not only were shuttle services excluded in writing (see below), but it should be Mayflower/Premier’s responsibility to pay for the 4 shuttles because Mayflower did not send the shipment in one truck as they informed me would be the case. Also, many full size trucks, including large moving vans, have delivered to all the houses on my neighborhood, putting the entire shuttle necessity in question.  In regard to my claim for delay in delivery, many household items of necessity (Exhibit C, page4-8 of 9) including on 7/26/13: dresser, lamps, rugs, desk drawers, bed slats. bed frame, bed rails and all 6 Igloo doghouses for our 6 huskies (outside dogs), were not delivered until 7/26/13, 18 days after the July 8 guaranteed delivery date. As Mayflower/Premier has agreed, I am due payment of $125/day (18 x $125=$2250.00) for this delayed delivery.  Mr. ********, in his letter of October 23, 2013 incorrectly states that I "endorsed" the check Mayflower sent me (with absolutely no cover letter or explanation) for $1625. That check (Exhibit F) was specifically marked as "for deposit only", constituting a "qualified' endorsement, which does not include any signature of any kind because it does not agree to (by signature endorsement) the release and discharge of any, claims, demands….etc.,  as was misstated by Mr. ********.  I would never agree to such an absurd arrangement under these circumstances.  Mr. ******** is correct in his assertion on page one of his letter, that Mayflower agreed to performing services with a binding Estimate/order for Service (“Binding Estimate"). Attached in addition to the, "On Point Price Certainty Total" estimate of charges $17,336,84 (binding date 3/15/13) is a contract (#**************) (Exhibit D) that specifically states there is no additional charge for shuttle services at destination, when there is a "Bound Estimate"; on Page 7, of that agreement read:  "Explanation of Terms: Shuttle Service --In cases where it is impossible for the van operator to deliver your shipment directly from the over-the road vehicle(usually a lone tractor-trailer) either because of  the terrain characteristics (such as tight turns, overhanging branches, etc.) or safety considerations, you may request or the van operator may require, shuttle service. A shuttle service includes placing your household goods on a smaller vehicle and transporting them between the over the road vehicle and your residence. There will be no additional charges for shuttle at destination under a bound pricing program. "  The bound price was subsequently adjusted to $17,842,07, however Mayflower has hiked up the price, adding fees for shuttle service, which they agreed in writing to exclude in a bound pricing program. Furthermore, Mayflower/Premier have refused (until receiving  what they consider full payment) to repair/replace our damaged and missing furniture (many items were excluded from the “Inventory Exception Report"),  though they have acknowledged their responsibility to pay $1120.00 plus the cost of repairing the (brand new condition) handmade spindle cherry dining room chair, the damaged handmade cherry dining room table, and the severely damaged treadmill (estimated at another $1500 to repair these 3 items),  totaling $2620 est, cost to repair/replace all items that we have included thus far. These damages/missing items are acknowledge in the September 12, 2013 letter from Mayflower's, ***** *******, Senior Claims Adjuster,Ill,  (###-###-####/*****) (Exhibit E).  It is very interesting that Mr. ******** attempts to misstate that a check (Exhibit F) was endorsed, removing accountability for our shipment and also side step responsibility for the negligence (see police report) of leaving our belongings unlocked and on the sidewalk for two days, stating that, “it does not appear that any loss or damage to the ********s goods occurred during the time that the trailer remained unlocked at the origin residence". This would suggest to me that Mayflower/Premier must have some other explanation for the missing coffee table and other missing items?   Lastly, Mr. ******** states that payment of applicable tariff charges should precede the carrier's obligation to satisfy a claim for loss or damage. This is very neat and sounds credible, but as any reasonable person can see, the "applicable tariff charges” have not been agreed to by Mayflower/Premier, making payment impossible.  I make the following offer to settle this horrendous matter, including mutual release of Mayflower/Premier and myself, also releasing the Missouri and the Roanoke BBB from further action (Premier has lobbied to say that they did not form a contract with me in Roanoke and they can continue to claim a BBB claim free status), upon completion of the following:  1. Payment by check to ***** ********, the remainder of the due late delivery payment of $2250.00 minus the $1625 paid: Due: $625  2. Payment by check to ***** ********, the value of lost and damaged items, totaling Due: $2620,00  3. Agreement by Mayflower/Premier to accept payment in full at the agreed upon Bound Price: $17,842.07.  A bank check for that amount will be placed with an escrow agent, my attorney or other mutually agreed agent, upon final agreement with Mayflower/Premier.  Thus Mayflower/Premier will pay me through an escrow agent an additional: $3245, and I will pay them $17,842.07,  to settle this matter and put it behind us.  Thank you for your time and professional assistance in this unfortunate case.   Sincerely,  ***** M. ********       

Business Response: RE:  Complaint ID #*******, Mr. ***** ******** Dear *****: This complaint will have to be transferred to the Eastern Missouri BBB as Mr. ***** ********'s shipment moved under Mayflower Transit, LLC's ("Mayflower's") interstate operating authority.  This includes all elements of the customer’s complaint including the locked trailer issue.  No contract existed between Premier Transfer and Storage, Inc and Mr. ***** ********.  The contract existed between Mayflower Transit, LLC and Mr.  ***** ********.  Premier Transfer and Storage, Inc. was acting agent only for Mayflower Transit, LLC during this transaction.  For purposes of Mr. ********’s interstate move, Premier Transfer and Storage, Inc.  ("Premier") was acting solely as a disclosed household goods agent of Mayflower. As a disclosed household goods agent, Premier cannot be liable for damages arising out of Mayflower's performance under its interstate Bill of Lading. Therefore, please remove Premier from the complaint and forward the complaint to the Eastern Missouri BBB. Kindest regards, John S. Phillips President

11/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hired Premier Moving and Storage to move my household goods on the 26th and 27th of October. All services involving getting an estimate, scheduling, and finalization were handled very well. When household items were delivered I was required to pay the driver with a certified check, I knew the amount was more than the actual cost since I was sent the wrong charge amount after I made some adjustments and was sent an incorrect billing amount and wasn't informed until after the check had been purchashed. I was assured by thier customer support that any overages would be promptly refunded. I need a final Invoice to complete my reimbursement paperwork and requested it on Monday, Oct 28, 2013. I never recieved an estimate and made several calls throughout the week but did not get an invoice. On Friday Nov 1, 2013 I called again and customer service gave me a manager's cell number. I called the cell number and explained my problem and I received an invoice by email that evening. Later that evening I looked at the invoice and noticed the amount recieved was listed as an estimated amount instead of the actual paid amount. I contacted Premier again on Monday Nov 4, 2013 via email and left two voice messages for accounting requesting a corrected invoice. I never received a response. Sent two emails Friday morning, Nov 8th and called the company operator. Talked to the operator to get the number for the Manager and was told he was not in. After several calls I was told that the person in accounting was out today and that there was nobody there that could help me.

Desired Settlement: Want an immediated refund of amount overpaid and a correct invoice.

Consumer Response: I wasn't really overcharged, I knew there was a chance the estimate could be higher or lower than the actual amount. I paid Premier Moving and Storage $4381.62 and on 10.27/2013 and according to the incorrect invoice (showed an estimated payment of $3473.70) the amount of their service was $2155.75. According to the invoice I received they owe me $2225.87.

Business Response: As requested by Mr. *** his full refund has been processed and sent to him.  I regret that I was out of the office sick with a virus on Friday, November 8th and Monday, November 11th and not available to him on that day.  A corrected invoice has been provided to him along with his full refund.  It is my understanding that at this time his complaint has been fully resolved as he requested. Regards, John S. Phillips President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,******* ***

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have copied below my e-mail correspondence with John Phillips, the president of Premier Transfer and Storage, which outlines my grievance. My initial correspondence was dated July 24, 2013, and my most recent communication with him was on August 30, 2013. Unfortunately, he has not taken steps to settle this grievance, and I last heard from Mr. Phillips via e-mail on August 19, 2013. From: Sent: Fri 8/30/13 12:58 PM To: John S. Phillips (*****************************) Dear Mr. Philips, Per your last e-mail, I expected to hear from you by the end of last week. A full week has elapsed and my claim has not been settled. I understand that you are busy; however, I would like a resolution to this situation by the end of today, as I have given a reasonable amount of time for this claim to be dealt with. Thank you, ------- From: ***************************** To: ***************************** Date: Mon, 19 Aug 2013 14:01:27 -0400 Subject: RE: customer concern-second inquiry Please accept this acknowledgement of your message below. I will check into the situation and reply to you this week. I am sorry the move did not turn out better. Regards, John S. Phillips, President Premier Transfer and Storage, Inc.**** *** ***** *********** ** ***** Phone ###-###-#### Cell: ###-###-#### Fax ###-###-#### ***************************** Physical Location: **** ******** ****** Blacksburg, VA 24060 www.*************** From: ] Sent: Monday, August 19, 2013 1:25 PM To: John S. Phillips; Subject: FW: customer concern-second inquiry Please refer to message below. Thank you. -------------------------------------------------------------------------------- From: To: *****************************; Subject: FW: customer concern Date: Sat, 10 Aug 2013 21:01:49 -0400 Dear Mr. Phillips, This correspondence is to follow-up from my initial grievance, which I relayed to you on July 24, 2013, and I have copied the original message below. I received my shipment on Saturday, July 27, 2013. Again, I want to make you aware about the carelessness in which my shipment was treated. Upon delivery to my Connecticut residence, the king size mattress was only half covered by a box, and the remaining half was left exposed. Also, the other mattress and boxsprings were not properly repacked, even after I voiced my concern on the loading date (July 8, 2013) to ****** ****** regarding this. ****** had immediately contacted the Richmond warehouse, and at that time she was told by an individual in the Richmond warehouse that my mattresses and boxsprings would be repacked in the appropriately sized boxes, rather than piecemeal with two mismatched boxes wrapped around a single item, or even having one mattress protruding from the packaging on one side. I paid a supplemental fee for having my mattresses and boxsprings properly packaged for moving, and this was not completed. Fortunately, I encased my mattresses and boxsprings with plastic coverings prior to moving, which prevented my mattresses and boxsprings from becoming filthy or damaged. In addition, I attached pictures of some of my items that I want to bring to your attention, as I believe these can serve as valuable didactic tools when training movers whom you hire to represent your company. The first two images show a cat perch that is excessively soiled on the top rim since it was completely uncovered during moving. The remaining pictures illustrate boxes that sustained substantial damage; one was completely eroded through on one side, and the other was impaled on the top. Clearly, these boxes were not handled with care. It is understandable that some items may be scratched or mildly worn when undergoing normal wear and tear during the moving process; however, these pictures demonstrate excessive and unnecessary damage. The items in these particular boxes were only mildly damaged and within my realm of acceptable limits of moving damage so as not to warrant reporting a claim. In the future, if your employees continue to poorly treat customers’ shipments, the reported damage claims will not reflect favorably upon the reputation of Premier. I have been greatly inconvenienced by this entire moving situation, with the mistreatment of my belongings, having another customer’s shipment delivered to my residence, and due to the breach of contract on Premier’s part from the lack of delivery by the guaranteed delivery date of July 24th, 2013, and I therefore ask that Premier compensate me in the form of a refund. I look forward to hearing from you and if you have any questions, please do not hesitate to contact me at xxx-xxx-xxxx. Sincerely, -------------------------------------------------------------------------------- From: To: ***************************** CC: Subject: customer concern Date: Wed, 24 Jul 2013 13:04:53 -0400 Dear Mr. Phillips, As owner of Premier Transfer and Storage, I want to make you aware of my moving experience with your company. I do not know if all internal situations that occur within your company are directly reported to you, and I therefore want to ensure that you can improve upon your company’s efficiency and customer satisfaction through this grievance. This formal complaint is to document serious grievances regarding the poor treatment of my belongings, the temporary loss of my shipment, and a breach of contract on the behalf of Premier Moving and Storage in regard to the guaranteed delivery date. My first concern involves the careless treatment of my belongings during pick-up from my ***************, VA apartment on Monday, July 8, 2013. The movers did not have the correct size of boxes to pack my full size mattress with boxspring and king size mattress with boxsprings. Additionally, they ran out of protective blankets to wrap around my furniture (sofa, bedroom chest). The most alarming situation during pick-up was that the movers used the smallest size Penske truck in order to “shuttle” my shipment to the Richmond warehouse. Unfortunately, this Penske truck was too small for all of my belongings from my apartment, and my mother and I witnessed the movers push, shove, nearly drop several items and stack my belongings in a way which was potentially hazardous to the condition of my items in order to fit everything into this small truck. My additional complaints concerning the way in which the movers documented the condition of some of my belongings is outlined in an e-mail that I sent to my moving coordinator, ****** ******; I will forward you that e-mail. I maintained frequent contact with my moving coordinator, ****** ******, (on nearly a daily basis) in order to track my shipment. I was told that my belongings were packed on Monday, July 15, 2013, with an anticipated delivery date of Thursday, July 18, 2013. I was notified by the Connecticut Mayflower agent on Friday, July 19, 2013, that my shipment had arrived and that it would be delivered to my residence on Saturday, July 20, 2013. Upon delivery on Saturday, July 20, 2013, I noticed that the shipment in the delivery truck did not belong to me. Both I and the Connecticut movers were in disbelief that the wrong shipment was delivered from the warehouse in Richmond, VA, to the warehouse in ***** *******, CT. Shortly thereafter, I received a call from the warehouse manager in CT, ****, that he was in contact with the warehouse manager in Richmond, ****, to report about the erroneous shipment delivery. My moving coordinator, ******, also contacted me that day and explained that since it was the weekend, locating my shipment would likely not be possible until Monday at 8 am. After I made several additional calls to ****** on Monday, July 22, 2013, and left a voicemail on ****’s phone (which he never returned), ****** informed me that my shipment was located, and that Premier found my belongings in their Richmond warehouse; in fact, my shipment had not even been loaded on a truck for delivery. On that day, I was told that dispatch would be called to pick-up my shipment, and ****** would call me as soon as she heard additional details from **** in the Richmond warehouse. The following day, on Tuesday, July 23, 2013, I again called ****** since I had not heard back from Premier; she was still awaiting to hear back from ****. As patient as I had remained through this moving situation thus far, I was naturally becoming upset and called the Richmond office. ****** answered and told me that she did not have any information regarding my shipment. Therefore, I told her that I wanted to speak with someone who can update me on the status of my shipment, after which I was transferred to ****’s voicemail. After leaving a message, I again called the Richmond office and relayed to ****** that my message was not returned by **** the day prior when I had left a message on his voicemail, and that I wanted to speak with someone directly about this ordeal; I was placed on hold and **** came to the phone, he explained that the situation was an internal warehouse error of loading the wrong shipment, and that he was awaiting to hear back from Mayflower regarding when my shipment would be picked-up. I did not receive any apology from him regarding the erroneous actions of his workers in the Richmond warehouse, yet individuals not directly involved in this moving error apologized (****** ******, CT Mayflower). Throughout this entire ordeal, I have made numerous phone calls to my moving coordinator, ****** ******, as well as to the Richmond office/warehouse, national Mayflower office, and local Connecticut office. The only helpful parties were ****** ****** and the CT Mayflower office, when in fact the Richmond office, which was responsible for creating this problem, should have made an effort to rectify this situation, and be in closer contact with ******, so that she would have been able to appropriately update me. My shipment does not meet the minimum weight requirement of 3,500 pounds to be compensated for $100/day past the guaranteed delivery date; however, because of this horrendous moving situation, along with the extreme inconvenience it has caused, ( i.e., not having my belongings for nearly 3 weeks and sleeping on a couch since July 20, since that was the date that I was told I would receive my shipment and therefore disposed of my old mattress), and due to the breach of contract from the lack of delivery by the guaranteed delivery date of July 24th, 2013, as well as the inexcusable mistake of having another customer’s shipment delivered to my Connecticut address and being told that Premier did not know the location of my shipment for 3 days (Saturday, July 20, 2013, through Monday, July 22, 2013), I ask that Premier compensate me in the form of refund. My entire moving experience with Premier has been extremely frustrating, stressful, and upsetting, and I am still awaiting delivery of my belongings. I do hope that all of my concerns are addressed and that Premier can learn from this situation and improve their execution of services in the future. I would be more than happy to discuss this situation with you and I can be contacted on my cell phone at xxx-xxx-xxxx. Sincerely,

Desired Settlement: As outlined in my e-mail correspondence, I would like a refund.

Business Response: This event was a terrible inconvenience to the customer and was completely wrong on behalf of Premier.  In fact, the incorrect shipment was sent to the customer's home.  The situation was corrected and the customer did receive her shipment.  Clearly Premier Transfer and Storage, Inc, an agent for Mayflower Transit, is responsible to the degree described in the customer's contract.  I will take immediate appropriate action to get this situation resolved.  I do sincerely apologize for the inconvenience.  Regards, John S. Phillips, President, Premier Transfer and Storage, Inc.

Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please refer to the attached claim form document.  Although I included this form exclusively per the request of Mr. Phillips, as stated in my previous email correspondence with him, “The items in these particular boxes were only mildly damaged and within my realm of acceptable limits of moving damage so as not to warrant reporting a claim“.  Therefore, this claim form is neither applicable nor relevant to my formal complaint, as I am not requesting item repair or replacement since I am not claiming item damage.     Also, as outlined in detail in my prior email correspondence with Mr. Phillips:  “Upon delivery to my Connecticut residence, the king size mattress was only half covered by a box, and the remaining half was left exposed.  Also, the other mattress and boxsprings were not properly repacked, even after I voiced my concern on the loading date (July 8, 2013) to ****** ****** regarding this.  ****** had immediately contacted the Richmond warehouse, and at that time she was told by an individual in the Richmond warehouse that my mattresses and boxsprings would be repacked in the appropriately sized boxes, rather than piecemeal with two mismatched boxes wrapped around a single item, or even having one mattress protruding from the packaging on one side.  I paid a supplemental fee for having my mattresses and boxsprings properly packaged for moving, and this was not completed.   “  “I have been greatly inconvenienced by this entire moving situation, with the mistreatment of my belongings, having another customer’s shipment delivered to my residence, and due to the breach of contract on Premier’s part from the lack of delivery by the guaranteed delivery date of July 24th, 2013, and I therefore ask that Premier compensate me in the form of a refund.” “My entire moving experience with Premier has been extremely frustrating, stressful, and upsetting.” Given these grievances, I request the following from Mr. Phillips: 1) Produce an official company pricelist detailing the individual prices of mattress and boxspring cartons including the company packing service of these items for: a.       King size mattress b.      Twin size boxspring c.       Twin size boxspring d.      Full size mattress e.      Full size boxspring 2) Reimburse me at 100% of the total price for the mattress/boxpring cartons and packing service of these items given that this service was not completed properly. 3) In addition to the above reimbursement, I request that Mr. Phillips give his opinion of what he considers to be fair compensation for the breach of contract of failure to deliver my shipment by the guaranteed delivery date, and the overall frustration and stress of this extremely negative moving experience, given the temporary misplacement of my entire shipment and the initial delivery of the wrong shipment.      Regards,***** *********

Business Response: Attached please find the information you requested. The total cost of all packing and unpacking of cartons including mattress cartons was $120.81.  Additionally, as we have previously discussed your shipment size is below eligible for a delay claim.  Nevertheless, I will offer to provide you with a full refund of all the packing plus $100.00 for your inconvenience for a customer gesture of $220.81.  Please let me know if this is satisfactory and I will provide you with this customer gesture for your inconvenience.  Again, I truly regret the inconvenience you experienced with this relocation.  Regards,  John S. Phillips, President

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Better Business Bureau, I have reviewed the additional response made by the business in reference to complaint ID *******.  I appreciate Mr. Phillips’ apology and offer of reimbursement of $220.81.  Due to the magnitude and severity of error involved in the delivery of moving services from Premier Transfer and Storage, I would have expected a reimbursement of $500, given that I paid a total of $2,321.45 for my relocation, and experienced the multitude of unfortunate circumstances that ensued.  Nevertheless, I will accept Mr. Phillips’ offer of $220.81, and request that this amount be credited back to my credit card if he still has this information on file, as this was the method by which I paid for his moving services. In the future, I hope that Mr. Phillips will strive to improve both his execution of service and commitment to customer satisfaction.Sincerely,***** *********

Business Response: Again I apologize that this event occurred. We will credit the money back to your credit card as agreed. The credit will run through on September 30. Thank you, John S. Phillips

Business Response: When we went to perform the refund on the credit card we found that Mayflower had processed the credit card.  As a result, Premier does not have access to the credit card to make any type of refund in that manner.  Yesterday we cut Ms. ********* a refund check and mailed it to her.  I have attached this copy. 

Business Response: This is my mistake.  I will send the extra check for $20.81 immediately.  Thank you for bringing this to my attention! John. John S. Phillips, President

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have received both checks from Premier Transfer and Storage.  I appreciate all your help in mediating a resolution between me and Premier, as this outcome would not have been attainable without your assistance.Thank you,***** *********


Customer Review(s)

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2 Customer Reviews on Premier Transfer & Storage, Inc.
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