ComplaintsforPlanes Moving & Storage, Inc.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 7, 2023 Planes Moving loaded our packed up items (which their staff had packed up on July 6 at our house on in ********* **) onto a truck. The movers delivered the items to us at our new house in ****** ******* on July 10. By July 12, I notified out personal agent Kiera with the company by text message that we were missing almost all of our clothes and shoes, both mine and my husband's. This is an entire master bedroom closet full of items. She said she checked and everything had been unloaded from the truck, according to the driver. On Thursday, I asked a friend to check at our house in Sycamore and she found 7-8 boxes packed up that were never loaded for delivery to ******. I asked Kiera for help and she said a manager would contact us. No one has contacted us and we need our clothes. We would like the clothing and shoes to be delivered asap, not at the end of the month. We paid full price for this move, almost $10,000. Planes Moving and Storage is based in ******* *** **** ****** ***** *****. Their phone is ###-###-####. Order no. **********. It is a great inconvenience to not have our clothes and shoes and we need to be reimbursed for replacement costs and we need our possessions returned immediately. The boxes can fit into a van and be driven here to ****** in a couple of hours. I have a photo of all the boxes they did not load that was sent to me by my friend in Sycamore and I sent that to Kiera, our personal agent, via text. She never responded.

  Business response

  08/03/2023

  Dear *** ******* & BBB,
  
  We're sorry to hear that you had a negative experience with our service. We take complaints very seriously, and we apologize for any inconvenience this may have caused you.
  
  After every move with Planes, customers complete a walkthrough with members of the crew to ensure that everything is loaded. After this is completed, the customer then signs a document confirming that everything is loaded.
  
  Attached are documents signed by the customer stating that everything was loaded and then received at the new destination.
  
  We have contacted the customer to assist in solving this situation and determined that the best solution was for Planes to pick up the boxes at the original destination, at no cost to the customer, and ship them via ***** to the new destination.
  
  The boxes were expected to be delivered on Friday, July 28th.
  
  Please contact Planes directly with any questions or concerns about this complaint.
  
  Thank you,
  Planes Team

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Planes Moving and Storage, Moved a tenant that I was in the process of evicting, after I was able to reenter the property there was obviously damage from the tenant, But there was quite a bit of damage from the moving company. I reached out to Planes Moving and Storage, I talked to Jennifer West who was helpful in the beginning but after they sent someone out (****** ********* ******* ***) to look and take pictures. I did not hear anything for several weeks so I called Planes Moving and Storage again, I was advised that they take video proof (for any damage before) and apparently they do not have clear video proof (before they started moving items) of the damaged door jambs, front door, storm doors! I was told by Jennifer West that someone would contact me but that has been several weeks ago. So once again no one to hold accountable!

  Business response

  12/07/2022

  **** & BBB,

  
  We sincerely apologize that you found the services completed by Planes to be dissatisfactory.

  
  Firstly, during the inspection prior to the move, there was extensive damage done to the home by the previous tenant that was confirmed by the customer, ****, whom is the landlord of the property.

  
  Secondly, the crew did not document any new damage as a result of the move and after completing a video walkthrough with the customer, Planes was unable to confirm the affected areas described in the complaint. Planes did not hear about these alleged damages from the customer till a month after the move. This timeline gives the possibility for damages to occur by outside parties.

  
  Due to these circumstances, Planes has concluded that the details stated in this complaint do not align with Planes records of the move. Lastly, at this time, Planes will not be moving forward with repairs or compensation to the customer for these alleged damages.

  
  If you have any questions about this complaint or would like to speak to us about this issue, please contact us at ###-###-####.

   

  Thank you,

  Planes Team

  Customer response

  12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2022 I requested an estimate from ****** Moving Services to transport a storage unit from *********, *********, to *****, *******. The estimate for the move was $13,881.00. I accepted the estimate and agreed for them to make the move. ****** subsequently picked up my possessions 25th April 2022. The subsequent bill came to $14,356.00 due to excessive weight, removal of debris at the storage area, and distance to carry at the storage unit. The estimated departure date was 13th June and estimated arrival was 5th July. I was contacted by Marco V***** 11th May 2022 of Planes Global Moving services who related that he was assisting ****** Moving and Storage with the move. My belongings arrived in ****** 26th July. Because I left the United States December 2017 they were subject to customs. Marco emailed to relate that their local partner, ***** ********** would help coordinate the delivery. He advised that ******** ******* of ***** ***********, would assist me with the import process. I never heard from her, except for one phone call, from which she spent most of the call accusing me of not answering my mobile phone. I have received multiple international calls with no difficulty. At no time did ******** ******* attempt to email me. Eventually, I received a customs invoice of €1,223.19 which I paid by wire transfer 22nd August 2022. On 30th August Marco sent an email saying there would be demurrage costs of €6,823.40 for the storage at ****** port from 26th July to the 31st August. In an email on the same day I let Marco know I was not responsible for the expenses incurred due to delays which were a consequence of their inaction. I had no desire for long-term storage, and did everything expeditiously. The high costs of storage are a consequence of Planes Global and ***** *********** inactivity. I did not want, nor request, long-term storage of my belongings. However, they will not deliver my possessions until I pay the very high cost of storage.

  Business response

  11/15/2022

  Dear *********** & BBB,

   

  We sincerely apologize for your dissatisfaction with Planes.

   

  Phil C***** has been in contact with the customer regarding this issue. Through this conversation, the customer has agreed to pay the six days of late charges, that were ultimately the customer's responsibility, and Planes has agreed to take care of the rest of the incurred costs. Planes is in the process of sending payment information and will schedule delivery as soon as we receive confirmation.

   

  We will be in continued contact with *********** until this matter is completely resolved.

   

  Thank you,

  Planes Team

  Customer response

  11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Planes Company assumed the $5,667.43 demurrage charges accumulated due to the 30 day delay in processing the customs through ****** port and I paid the $1,1155.97 for the 6 days delay due to the customs payment not being paid (email went to my spam folder and was only detected when Planes contacted me).

  
  Regards,
  
  *********** *******
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Planes Moving and Storage completely destroyed our refrigerator and as of today have only paid $120 to have it repaired. Apparently because I chose the basic insurance which is $.60 a pound, they feel they can just completely destroyed things and pay just $120 for a 300lb item. On August 20,2022 the movers were moving the refrigerator out of our old house. They did not wrap it or protect it in anyway. It took the more than 30 minutes to get the refrigerator out the door. The had forgot to remove the latch that catches the screen door and when moving it out, it caught the right side of the refrigerator door. I filed a claim with them and a few days later they sent a check for $120. I thought it was a joke at first, but when I called them, they kept referring to the $.60 per pound (basic insurance). I’m sorry, why do I need to get insurance for you to come into my house and destroy things. Planes was completely negligent and they are not willing to take full responsibility for their actions. They have not offered to repair or replace the door that they damaged, their only response is, “You choose the basic insurance so we can only pay $.60 per pound.” That is such a scam! $.60 per pound? Think about your $1500 or more TV. If they destroy it and you pick the basic insurance they only have to pay you $30 for a 50lb TV for throwing your expensive TV on the ground. And some of them weigh less. So apparently because I choose the basic insurance, and I have hired movers before, like 4 times since 2010 and don’t remember anything about insurance, and previous movers have moved bigger refrigerators out of our homes without any damage, probably because the wrapped it and protected it. But Planes doesn’t need to wrap your refrigerator, because if the damage it and destroy it, then they only have to pay $.60 per pound. They wanted an extra $270 for full insurance. I mean I had already spent about $2400 for the move,

  Business response

  09/23/2022

  Dear *** ******* and BBB,

  
  Planes sincerely apologizes for any damages with the customer's move. This complaint has been addressed with Planes' district manager and additional training was conducted with the Planes' Indianapolis team to ensure this doesn’t happen again.

  
  There were multiple documents signed by the client prior to the move that detailed what would happen in the event of damages during the move. Since this was explained to and signed by the client prior to the move, Planes and the insurance company must follow a contractual obligation under these circumstances. Please see attached for the bill of lading, that was signed by the customer on the day of the move, which shows the customer's signature verifying her understanding of the insurance coverage, estimate, and the date this was reviewed with the move coordinator.

  
  However, because of the details of the damages with this move, Planes did confirm the item weighed more than the industry guide and paid the customer an additional $62.40.

  
  Please let us know if there are any other questions or concerns regarding this move.

  Thank you,

  Planes Team

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Planes for an international move from ********, ** to ********. My goods have only been packed and loaded at this point and are awaiting shipment. The problem is with the inventory the movers have provided. I have a right to review and sign the mover’s packing list, to assure everything is accounted for, and to document my own notes where I disagree with their assessment of the condition of my goods. That is why there is a signature line for me on their form. I was denied this opportunity since someone falsified my signature on this document. Reasonable people may disagree on the condition of an item but these people falsely claimed damage that simply did not exist. It appears descriptions were added without actual inspection of the goods.For example, a new unused item was described as “dirty, faded, worn”, etc. and a dresser as “torn”. My ability to receive fair insurance compensation for any actual damages incurred during shipping are compromised by this dishonesty on the part of movers. It is fraudulent to sell me insurance and then set things up with false information to minimize possible insurance obligations down the road. While I packed most of the boxes, I asked movers to pack the furniture and fragile items. Several items the movers packed do not show up on the inventory at all. They took them out of my house. Where are they? Who has them if they are not part of this shipment? Items I do not recognize as mine appear on the inventory, such as sculptures, statues, and obelisk. There also appear to be duplicates of furniture items I own. For customs and insurance purposes, I need a clear accounting of furniture pieces in the shipment, each counted only once. I need to use the mover’s packing list as a basis for the inventory that I send to the ********** embassy so that I can receive exemption from taxation and duty. Issues described above have compromised my ability to seek and obtain this which will delay shipment if not resolved.

  Business response

  08/18/2022

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

  We are sorry to hear about your current unsatisfactory experience with Planes.

  In response to your concerns, Planes is going to unload the entire shipment and check off the items as they come out. This will ensure that Planes has the customer's correct items and that the customer's belongings are not mixed with anyone else's.

  Planes is also going to account for some electronics that weren’t inventoried properly, to resolve any foreseen issues with customs. Planes will send an updated inventory list with pictures to the customer and an accurate check off sheet.

  Please contact Planes if you have any questions or concerns about this response.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Planes Global Moving Services for an international move, from ****** *******, *******, ****** to *******, **********, US. At first the move went well. I was told I would pay half the estimated cost before the movers arrived at my home, my shipment would be weighed, and then I would be provided an updated estimate before my shipment left ******. I never heard from them. I called and emailed and did not receive a reply. Marco V***** provided me an estimate of $18,416 for an estimated weight 12,572 pounds, based upon visual inspection of our property, for a rate of $1.46/pound. Our shipment weighed 17,329. Weeks went by and I heard nothing from them. I was finally contacted by the person who received the shipment in **********. Planes messed up and sent our shipment to Sacramento, two and a half hours south of *******, to a company that doesn't even deliver to *******. They are attempting to hold it hostage for at additional $26,489.74.

  Business response

  07/26/2022

  Dear *** ****** and BBB,
  
  *** ******, we are sorry you felt the need to contact the BBB regarding your move with Planes. It is always our goal to provide excellent service and to de-escalate any perceived issues our customers have prior to their deciding to reach an outside party. Please find attached the agreed upon contractual rates to which you have now paid. As we discussed in our email exchange, you mistakenly used the incorrect pricing to calculate the pricing you articulated in your complaint. As we have all agreed to the correct pricing, we consider this matter appropriately closed.
  
  Thank you,
  
  Planes

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Planes to remove my household goods on lst September and to store in their facility until my new house was ready. The new house took long than expected to finish but I was able to move in on March 18th. Planes said they would arrive at around 9.30 or before. They arrived at 1l.30 a.m. despite my two calls. I had to pay for my help while he waited around. The first van arrived and I saw them open the crate. The second van was not crated and thy took the articles out. There were a lot of boxes and some had to stay in the garage until they were needed.. They piled them up on top of each other in the garage which made it impossible for me to deal with. I phoned the office the following week and they sent out two very helpful young men who rearranged everything. I began to notice that some things were missing and contacted the office. Theyn told me to fill out a claim form and get it into them. I admit I rushed this as I had not realized I had time to do it. Some of the missing items were easy to remember but it has taken a while to remember everything and in fact I am still finding items missing.I never received a final letter from them and in fact had to request one of their staff, Debbie C who was very helpful throughout. I am very angry that my items are lost even though they said a search was made.Some of the items have no monetary value to anyone and others are household items. I chose Planes because of their reputation and felt sure my items would be safe.I queried the weight in and out and they are reimbursing me $100. Had I not noticed this I would not have been reimbursed.I did not send (was too late) but some of my furniture has water marks on them.I understood they were to be stored in a safe, climatic controlled space.This was not the case and I think they misrepresented the company. Someone is enjoying my stuff and I will be looking for it at flea markets. They spelt my name wrong despite telling them. I paid over $400 a month.

  Business response

  06/01/2022

  *******,
  
  We are sorry to hear about your experience. Thank you for participating in the claims process and submitting your missing items list. From the notes, we were able to issue a check for the agreed sixty cents per pound and offer a customer service gesture of an additional 100.00 dollars.
  
  If you have any further questions or concerns, please call *************

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted to Planes Moving and Storage to move my personal property from Berlin Germany to Reno Nevada. The moving specialist provided me with a quote and a duration estimate of 1 - 2 months for my personal property to arrive in Reno shipped by sea. The movers arrived on June 16, 2021 and informed me that the shipment was small enough to ship by air and this would shorten the trip to a matter of weeks. Because of the air shipment many things were not allowed, dried food, spices, medicine, and all liquids, all had to be thrown away. After my belongings were packed and gone the representative from Planes told me that it would be an extra ~$2,000 to ship by air. I did not agree to this. It has been 5 weeks and my belongings still haven't shipped. They told me that my shipment wouldn't arrive in Los Angeles until August 30. The 1 - 2 month duration turned in to 3 - 4 month duration. They did not fulfill their estimate, and caused me a loss from things I had to throw away.

  Business response

  08/18/2021

  On June 2021, we quoted a household goods’ move for Kallie ******* for shipping her household goods from Berlin, Germany to Reno, NV. We provided a quote for a sea shipment and an air shipment due to it being a small shipment. Ms. ******* said she preferred the option via sea, and we confirmed this to our local agent in Germany. We prepared the documents with the shipper and informed her of the Packing Restrictions.  
  
  Packing date: June 16th, 2021. According to Ms. *******, on the packing date the crew said her shipment was much smaller and they could send it via air without an additional cost, which was incorrect. Ms. ******* thus decided to send via air and had to remove snacks, coffee, and medicines from her shipment since food items such as dried fruits, etc, are not allowed. These items were discarded for air shipment, which Ms. ******* said were valued at approximately $250. Admittedly these items are not listed specifically as prohibited items in our Packing Restrictions, so we have decided to reimburse Ms. ******* $250 for these discarded items.
  Since Ms. ******* had been incorrectly informed that the shipment could be sent via air without any additional costs, there was some back and forth regarding the costs to ship from Germany to USA via AIR vs via SEA after the shipment was already packed and ready to go. The air shipment was higher in cost, so she opted for a sea shipment, which has a standard transit of 2 months. Due to there being some slight confusion, ****** ******* confirmed the sea shipment option as her final choice on June 25th.
  
  Unfortunately, the German agent was not able to obtain a booking with a ship sailing immediately, which is another reason this was delayed. The German agent booked the soonest departing vessel, which is described below.
  
  The transit itinerary reported is as follows:
  
  Vessel: NYK Nebula
  Departing ******* ****, *******: July 30th, 2021 (already departed)
  Estimated arrival to Oakland port, California: September 6th, 2021 (estimated arrival date)
  
  The original estimated transit time was 2 months, so it was projected that the goods would be delivered by the end of August 2021. A specific date was not discussed, since the expectations that are presented to the customer explain an estimated transit time, and once the shipment arrives, we coordinate a delivery. Once the shipment arrives, it will take about 1-2 weeks to move it from the California port to Reno, Nevada, and deliver it to her address.
  
  In summary, from Mid June to Mid September, total transit time is about 3 months, so the original estimate of 2 months was exceeded. This is the main reason Ms. ******* is disappointed since her shipment will be delayed about 1 month.
  
  Planes will certainly complete services, follow up on her shipment and track it once it arrives at the US port, customs clearance, and delivery. Planes will also reimburse Ms. ******* $250 for the discarded items mentioned above. She has paid door to door services and an insurance policy. Once the shipment is delivered to Ms. *******’ residence Planes will follow up in case of any damages and her assigned Move Manager will call to explain the claims process in case she needs to present damages & claims.

  Please let us know if we need to provide any additional documentation.

  Customer response

  12/14/2021

  I would like to add one additional feedback for complaint number  ********
  
  "I am satisfied with the business's response to this situation at this time.  They have offered and I have received payment for lost goods on the departing location, and have continued to be responsive.  I have received my personal property, and everything appears to be in order at this time.  In general I would expect that experts in their field would understand global shipping constraints and would let customers know there might be issues with how fast personal property might be shipped by sea freight.  
  
  I consider this case closed at this time."
  
  Thanks!
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩