ComplaintsforDaniel's Moving & Storage Inc

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've never used Daniels for a move, nor would I ever now. On July 25 2023 my 93 year old mother's mailbox was knocked down during the 90 minutes while she was at church. The *************** were able to find video footage from a nearby business showing a ******'s driver backing up toward her yard and they were able to track the truck back to ******'s. After submitting photos and filing a claim, ******'s denied her $200 claim because the driver "denied it" and the footage didn't extend all the way to my mother's front yard. That mailbox stood for over 30 years and oddly, on the same morning that the video shows the truck backing up on a residential street in front of her house, the mailbox was completely knocked down, footing and all. It must have been another large but invisible truck that did the damage! This is not an honest response to a valid claim.

  

  Business response

  08/10/2023

  We have spoken to ************** and it is our understanding that she is removing her complaint she submitted to the BBB.  Please confirm that this complaint has been removed. 

  Customer response

  08/10/2023

  
  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,
  
  *********************
  
   
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired Daniels moving company because of their marketing to being experts in cross border moves to and from ******. After being reassured it was a simple process and they would be there every step of the way to help us make it seamless, we moved forward. They moved our belongings in June of this year. They were stored until August, at which point we were notified they were being shipped to our ******** address in ************- of which I gave them. We were told that they would be held in bonded storage in ******, ************ and that they would let us know what forms we needed to have them released. Now its been over 2 months of our goods being IN ******, and over 6 weeks of us physically being in the country, and after begging daniels to even tell us WHERE our belongings were or how to have them released, we have been met with NOTHING - no communication, no updates, unanswered emails and voicemail messages. I finally took matters into my own hands and went to the border services and they helped me track down my stuff, which was NOT delivered to where it was supposed to go, its not even in the same province, and has since been accumulating massive storage fees for 2 months, adding over $10,000 to our bill because of daniels lack of communication in helping us complete our move. Had they let us know any of this, we could have had it months ago, without this excess in charges. The trucking company (Atlas *** Lines) wont even deliver our stuff without us paying the bill, and I would like Daniels to pay up- it is their fault, I have documented conversations proving their fault and lack of help and communication. And now they wont even respond, its like no one is in charge and they just dont care. Well I care- they didnt ensure it was delivered to the right place and didnt even tell me where it was. Please help, I just want my stuff back.

  

  Business response

  11/07/2022

  ******'s is currently working with our customer to resolve this issue.  We are hoping the complaint will be removed at this time to allow ** time to work on a resolution.  

• Initial Complaint

  07/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Daniels is the ******* area agent of Atlas *** Lines Contracted with them for residential move from ******* to *******. They picked up items on June 8 in ******* - did not deliver until July 5 in *******. They originally wanted to deliver on a Saturday June 12 I reiterated to them, as I told sales guy, that Condo did not allow deliveries on weekends. The driver then asked if 14th or 15th would work. I said yes. Then found out from their arrogant and unhelpful office staff that because they were "busy" could not deliver goods until July 5th and I would have to pay for storage and related costs. They also refused to pay for hotel and accommodations due to their holding my goods hostage and failing to deliver on a timely basis. Then when I finally get a **** they tried to invoice me for extra weight and a non existent piano. Finally deducted piano but when they lowered and corrected weight charges actually increased. Also despite being scheduled for weeks on 5th - drivers were late.

  

  Business response

  07/14/2021

  **************** never notified our sales rep or any of our customer ********************** representatives at the time of his estimate that he could not accept saturday delivery. When we discovered he could not accept delivery on the 12th we then offered him delivery on the 11th, which he declined. We never offered the customer delivery on the 14th or 15th as these dates were not available. Per the customer responsibility form that Atlas provides and **************** signed, the customer has to be available on any day of the delivery spread laid out in their signed estimate to receive their goods. Since we had offered 2 days within the delivery spread and **************** could not accept, we then had to offer to store his goods with another agent in ******* or a mini storage. **************** chose to store his goods with the origin agent in florida. Due to the nationwide labor/driver/lumber shortage, agents across the ** are experiencing delays in transit on some of our household good shipments, so unfortunately the agent where his goods were stored could not deliver his items out of storage until 07/05. ******** only picked up ******************** goods, we did not store or deliver them. We never told the customer we were "too busy". When our sales rep estimated the customers home he noted the customer had a piano. We were not notified the piano wasnt moved along with the rest of the shipment until **************** said something to our team, at which point we immediately took the charge off.

  Customer response

  07/20/2021

  The lies continue

  They once again lie and deny they were informed of no weekend deliveries
  

  They also  lie in that they never offered to deliver on the 11th.  In fact I was told by ***** of Daniels on the afternoon of the 11th that the Driver was not even in Jacksonville yet and it was the same ***** who informed me that they were too busy to deliver goods earlier than the 5th. They admit that the holdup was due to nationwide labor/driver/lumber shortage.  No explanation of why they were unable to re - schedule others to accommodate me on a timely basis. 

  Also I have never owned a piano so the estimator must have been delusional or not with it (which is why he also  forgot to note the restrictions on weekend delivery). 

  Also Daniels never even addresses the inaccurate **** (billing for more weight than measured) and then refusing to reduce **** even after acknowledging the wrong weight.

  They did agree not to charge me for the imaginary piano which the driver acknowledged did not exist.

  They do not even address the thousands of dollars of damage to my goods and the residence

  To all who read this - DO NOT USE DANIELS OR ATLAS

   

  

  Business response

  07/21/2021

  We handle thousands of moves per year and have a highly experienced, detail-oriented team to coordinate and manage those moves. We are an A+ rated accredited business and have 43 years of experience in Moving &Storage. Our CSR ************************* offered Friday and Saturday (**** and 6-12)delivery from the beginning. **************** initially told us he could not arrive at the destination by Friday, 06/11.  Days later he asked if Friday was still available and due to the time that passed in between the original offer and his request, the hauler had changed his schedule and could no longer accommodate Friday the 11th. At this point it was escalated to our CSR manager, ***************************, who is a 25 year industry veteran to assist.  She even contacted his facility to see if they would make an exception for Saturday the 12th delivery. See exhibit A. We also shared with the client the cost for storage and redelivery if he could not accept his shipment during the agreed upon delivery spread.  We even suggested to him that he obtain a mini storage close by to cut expenses if that was his goal. **************** still chose to store his goods with the knowledge it could not be delivered until 07/05. The customer responsibility form (exhibit B) states you MUST be available on any day of the delivery spread to receive your goods, as the spread is a Federal requirement and we are required to abide by it. Also attached is the signed estimate (exhibit C) which is contractual and has the delivery spread listed. Becca and ***** exhausted all options available to us and the shipper within our contract and federal guidelines to safely deliver his goods within a timely manner. We are required to collect for our services based on the Atlas tariff which was provided as a breakdown to the customer with all charges laid out and fully transparent. Daniels was not made aware of any damage to the customers goods or residence.  We do have a claim process that has been made available to ****************.

  Customer response

  08/13/2021

  The Lies continue

   

  1) Was never offered June 11th and in fact was told on June 11th by ***** that driver was not even in ************ on 11th

  2) They were told that June 12th was not acceptable as it was a weekend

  3) was asked by Becca on date of pickup if the 14th or 15th would work and I gladly accepted either of those dates - Only after pickup and I was on the road was I told that because they were "busy" delivery could not be made until July 5th so really had no choice but to put goods in storage since they refused to deliver on an acceptable  prior to then. I was always ready and available to receive goods any day afther the 14th (weekends excluded due to condo rules)

  4) all the damages caused by delivery was reported to Atlas so if they were "unaware"  of that is either disingenuous or Atlas *** Lines fault for not informing them

   

  Atlas has refused to pay for extensive damage to tile caused by move in as Atlas claims not their responsibility

  Once again I reiterate if you need to move DO NOT USE ATLAS OR DANIELS
  

   

   

   

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