ComplaintsforPriority Moving Services

• Initial Complaint

  09/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In late May I contacted ******* about helping me move from my marital home into a rental, or potentially storage facility, as I was fulfilling a divorce decree to move out, mentioning how stressed I was and I was doing my best to take care of my kid and get the house ready to move. ******* responded that if I was not completely ready, that would be ok and his team would help pack and get me moved and try to ease my stress. May 30th, the day of my move, three movers showed up, led by ****. I had snacks and beverages for them, as they worked. While I let them know what was ready to move and what needed moving they got to work, no one offered to help with the packing. When they left, they left some things behind that I had asked them to move, but what was I to do at that point, since the truck had already left. Arriving at the new place, which was a considerable downsize, I asked them to load most of the things into three of the six rooms, more storage facility style. I was not inside monitoring their work because the space was far too small to do so. It quickly came to look like a storage unit. When they were done I was asked to sign that nothing had been damaged in the move, and I mentioned to ********** had no way to verify that, as I had not unpacked a single thing at that point in time. After unpacking, I did find damage and reached out to ******* about that damage and he asked that I send photos. So I did. He then said he had some questions, I asked him to send those questions, or schedule a time for a call to go over them. He refused to do so, instead calling and harassing me when I was busy and did not have time to have that conversation. Then he sent me a weird email as if he had been with me and communicating with me on moving day, which he had not, as I have still never met *******, and proclaiming that I had been uncooperative and my claim was denied. In filing this complaint I realized I never received a receipt. I paid in cash, estimate below

  

  Business response

  09/18/2023

  Dear ****,
  
  I hope this message finds you well. We acknowledge the challenges you faced during your recent move, particularly in the context of a divorce. We genuinely empathize with your situation and aim to address your concerns in a thorough and detailed manner.
  
  I will break down the response to your concerns into categories to try to keep this streamlined. 

   

  Initial Contact and Preparation:
  
  You reached out to us in late May, highlighting the stressful nature of your move due to a divorce. We understood the emotional strain you were under and were patient during our conversations.
  While discussing rates, policies, and what to expect on moving day, we emphasized the importance of being fully prepared for your move. This would result in a more efficient and cost-effective process. At this point, you inquired about the cost of adding packing services. We explained that this would incur additional charges and required scheduling as packing happens before the move day.
  Despite your concerns about having enough time to pack, you opted not to schedule packing services and expressed your intention to pack items yourself.
  

   

  Crew Assignment and ********************************** assigned to your move included ******, *****, and ********. As packing services were not requested or scheduled, the crew did not provide packing materials, as these were not part of the agreement.
  

   

  Items Left Behind:
  
  Several items were left behind due to a combination of factors. Your preference to expedite the move and minimize costs played a role in this. You even urged the crew to work faster, leading to time constraints.
  Additionally, because you were not fully packed and ready to go, certain items could not be safely transported. Items that were not appropriately packed or prepared for transport could not be placed on the truck.
  

   

  Placement of Items:
  
  While we aim to accommodate customers' placement preferences, clear instructions are crucial. However, it appears there might have been a misunderstanding regarding your desired arrangement at the new location.
  During unloading, you expressed a desire to have items stacked in a manner similar to a storage unit. The crew followed this instruction to the best of their ability, considering the space limitations and your desire to expedite the unloading process.
  Your absence inside the new residence made it challenging to provide specific direction for item placement. Our crew made their best efforts to fulfill your request under the circumstances.
  

   

  Pre-Existing Damage and Claim Process:
  
  Upon arrival, it was evident that many of your furniture items had pre-existing damage. Our crew noted this and raised concerns about not wrapping certain items due to your requests to save on costs.
  We requested photos of the alleged damage to investigate your concerns thoroughly. These photos were crucial for us to assess the situation accurately.
  Communication became challenging during the claim investigation phase. We requested specific high-resolution photos of each piece in its entirety to ensure a comprehensive understanding of the damage.
  

   

  Communication and Behavior:
  
  Throughout the claim process, there were instances of challenging communication. You exhibited a confrontational attitude during phone conversations, which made it difficult for us to gather the necessary information.
  You abruptly hung up during phone calls after yelling at our staff, hindering our ability to assist you effectively. Our intention was always to provide clarification and resolution.
  

  Additionally, it's essential to address the claim process itself. Throughout the investigation, there were instances of uncooperative behavior and confrontational interactions during our attempts to gather information and clarify the nature of the damages. It became evident that the majority of the alleged damages were pre-existing, which raised concerns about the validity of the claim. Despite our best efforts to work with you, the lack of cooperation and the significant presence of pre-existing damages ultimately led to the denial of the claim.

  Our intention has always been to ensure that your concerns are addressed professionally and fairly. We take our responsibility seriously and strive for transparent and honest communication with our customers. We value your feedback and aim to resolve any valid concerns you may have about your move.
  
  Moving forward, we would like to reopen the claim for the two items that displayed evidence of new damages during the move (the white rattan chair and the piece with the center divider broken on the bottom side). All other items will not be admissible for a claims due to heavy pre-existing damages and the damage claims to the remaining items themselves being very clearly damaged from long ago.

  Please understand that, as per ODOT authorized compensation, the reimbursement would be at a rate of 60 cents per pound per damaged item.

  Regarding the issue with the receipt, we were not made aware of this concern until your recent complaint. We have processes in place to provide receipts to customers, and you can also access your receipts anytime through the customer portal. If you require another copy or have any further concerns, please make a request in writing or call our office, and we will assist you promptly.
  
  Your feedback is invaluable to us, and we look forward to finding a resolution that aligns with the facts of the situation.
  
  Sincerely,
  *********************************
  Operations and Sales Manager
  Priority Moving LLC.
  ************

  Customer response

  09/22/2023

   
  Complaint: 20569688
  
  I am rejecting this response because:

  Here are my responses to Micheals response.  I have bracketed sections of things that simply are not true, and bracketed my own responses with ---* *---: 

  Initial Contact and Preparation:
  
  You reached out to us in late May, highlighting the stressful nature of your move due to a divorce. We understood the emotional strain you were under and were patient during our conversations.
  While discussing rates, policies, and {what to expect on moving day, we emphasized the importance of being fully prepared for your move. This would result in a more efficient and cost-effective process. At this point, you inquired about the cost of adding packing services. We explained that this would incur additional charges and required scheduling as packing happens before the move day.
  Despite your concerns about having enough time to pack, you opted not to schedule packing services and expressed your intention to pack items yourself.}
  ---*None of the bracketed part is true.  During the call I was asked if the house was fully packed and ready to go, and I said I was working on it, and would do my best to have things packed up.  ******* said, no worries, if you are not packed up my people can help day off, dont worry about it, just do what you can do and we will help with the rest.  It was also mentioned that they have a inventory survey that could be filled out online to help them plan, but if I did not get to that, no worries.  Never was it discussed that it cost extra, never was I asked to plan and schedule it, all of it was said that they were there to make a stressful time less stressful and help with the moving process.  Not even what to expect on moving day was discussed.  I was just told a two hour window of when to expect their arrival, and told a story about how much they put customers before company and eat cost if need be in order to ensure that the move goes smoothly and efficiently.*---
  
  Crew Assignment and ********************************** assigned to your move included ******, *****, and ********. As packing services were not requested or scheduled, the crew did not provide packing materials, as these were not part of the agreement.
  ---* As mentioned above, having it be a specific part of the agreement was not mentioned to me, so I had no clue about needing packing materials.
  On the day of, ******, *****, and ******** came.  ***** asked for a tour for where the things were that needed moving.  I walked him around the house showing different boxes and furniture in different rooms all over the house, and he did not take notes or otherwise make clear delineations at the time of what was meant to be moved, and what things were meant to be left behind. *---
  

  Items Left Behind:
  
  Several items were left behind due to a combination of factors. {Your preference to expedite the move and minimize costs played a role in this. You even urged the crew to work faster, leading to time constraints.}
  Additionally, because you were not fully packed and ready to go, certain items could not be safely transported. Items that were not appropriately packed or prepared for transport could not be placed on the truck.
  ---* First of all there was never a point that I rushed ******, *****, and *****************  Most of the day I was oblivious to what time it was and how much time had passed.  In fact, I remarked as such to ***** when he showed me the final bill and told me the time, as I was surprised it was already that late in the day.
  The things that were left behind were several pieces of the disassembled desk, fully packed boxes, and ready to go furniture.  None of those items could not be safely transported, and instead cost me the rental of a UHaul to get them transported.  *---
  Placement of Items:
  
  While we aim to accommodate customers' placement preferences, clear instructions are crucial. However, it appears there might have been a misunderstanding regarding your desired arrangement at the new location.
  During unloading, you expressed a desire to have items stacked in a manner similar to a storage unit. The crew followed this instruction to the best of their ability, considering the space limitations and your desire to expedite the unloading process.
  Your absence inside the new residence made it challenging to provide specific direction for item placement. Our crew made their best efforts to fulfill your request under the circumstances.
  ---*The issue here is not that they did not follow my instruction to pack the house similar to a storage unit, the issue is that they did not pay attention to the directions clearly written on the boxes that had arrows to signify which way should be up, and which ones had fragile things in them.  At the beginning, I also asked them to see if there were directions on the box so they would better know where to put them, as some were labeled kitchen.  There was a room designated for filling with boxes for bedrooms, playrooms, and boxes without room labels as well as the disassembled desk, and that room, I remember pulling kitchen boxes out of early on when I thought it might be possible for me to be in the house while they were loading things in.  I quickly realized I was in the way and decided to trust them.  I did not realize it would require constant oversight and babysitting.
  
  Pre-Existing Damage and Claim Process:
  
  Upon arrival, it was evident that many of your furniture items had pre-existing damage. Our crew noted this and raised concerns about not wrapping certain items due to your requests to save on costs.
  We requested photos of the alleged damage to investigate your concerns thoroughly. These photos were crucial for us to assess the situation accurately.
  Communication became challenging during the claim investigation phase. We requested specific high-resolution photos of each piece in its entirety to ensure a comprehensive understanding of the damage.
  ---*Again, why the lies?  I was never once consulted about the cost to wrap things, and instead was told, dont worry we wrap everything to protect it in transit
  ***** commented how all of my stuff was ***************** stuff, and thought it was cool, although it was heavy.  That was the only comment I ever got about any of the furniture.
  I am not sure which, but ****** or ******** walked straight into my front door with the legs of a side table as he came down the stairs.
  The damage I discovered was under the wrapping of the furniture, the chipped veneer, the chipped drawer pull, those things were still in the plastic wrap as I unwrapped them.  They were damaged in transport.  There is also damage to my piano veneer that I did not photograph. 
  As I told *******, ***** asked me to sign something saying nothing was damaged in transport the day of, and I said to his face, I cannot know that and then he pointed out a blue chair that had come apart when they were moving it, and said that was the only damage he himself noticed.  So when I started unpacking and found the damage I found, I reached out to ******* and he asked that I submit photos, so I did.  Then he called asking to talk about the photos, that he had questions, I was not able to have a long conversation at that time and asked that he email me the questions or schedule a time to call.  He then called again without having scheduled a call, nor emailed me any questions, and so I repeated that I was not able to have a long call without having it scheduled, and would appreciate receiving the questions via email.  After that call I also emailed the same thing, to make sure I was understood.  Instead he called me a third time, this time harassing me about NEEDING to have the conversation and go over each photo one by one, and I told him again, if that was necessary, it needed to be scheduled because I have other responsibilities and cannot on his whim have that conversation as I was in the middle of something else at that time.  After that third call he sent me a rude email saying that I was the one being difficult and that he was denying my claim. *---
  
  Communication and Behavior:
  
  Throughout the claim process, there were instances of challenging communication. {You exhibited a confrontational attitude during phone conversations, which made it difficult for us to gather the necessary information.
  You abruptly hung up during phone calls after yelling at our staff, hindering our ability to assist you effectively. Our intention was always to provide clarification and resolution.
  Additionally, it's essential to address the claim process itself. Throughout the investigation, there were instances of uncooperative behavior and confrontational interactions during our attempts to gather information and clarify the nature of the damages. It became evident that the majority of the alleged damages were pre-existing, which raised concerns about the validity of the claim. Despite our best efforts to work with you, the lack of cooperation and the significant presence of pre-existing damages ultimately led to the denial of the claim.}
  Our intention has always been to ensure that your concerns are addressed professionally and fairly. We take our responsibility seriously and strive for transparent and honest communication with our customers. We value your feedback and aim to resolve any valid concerns you may have about your move.
  
  Moving forward, we would like to reopen the claim for the two items that displayed evidence of new damages during the move (the white rattan chair and the piece with the center divider broken on the bottom side). All other items will not be admissible for a claims due to heavy pre-existing damages and the damage claims to the remaining items themselves being very clearly damaged from long ago.
  Please understand that, as per ODOT authorized compensation, the reimbursement would be at a rate of 60 cents per pound per damaged item.
  
  ---*Again, none of the bracketed part is true.  I was asked to supply photos and I did.  And I was asked to answer questions and so I repeatedly asked for those questions.  I never received a single one.  On our third phone call post claim when I was being asked to take that time immediately on that phone call, time I had already committed to other responsibilities, I was told that my things were damaged before citing no evidence, just accusing me of lying.  I said I was not lying and repeated again that I did not have time for a phone call at that time, and if they would email me to schedule a time I would gladly have the conversation with them.  I repeatedly tried to stay open and explain how I could be available for their process, and instead I was berated and harassed.  And then I was further insulted and berated in the email with them denying my claim, and in this response.  There has not been one honest attempt at a civil conversation regarding the damage to my furniture.  And there is no clear path of what opening the claim for two pieces of furniture even means. *---

  Sincerely,
  
  ***************************

  

  Business response

  10/02/2023

  Hello, 

  I'm hoping to speak with someone from the BBB about this customer complaint. I have added a few of the many pictures the customer send for damage claims. Of the 5 that I sent, you will see pictures of well aged furniture with years of wear. Customer is claiming that we damaged these items and several others. The damages that she sent in are very clearly old and existing on almost every items.

   

  ****************** 4 - In this picture, the customer is claiming a chip of veneer has been removed. However, the item was left stretch wrapped per her request to save time/cost on her move. Customer later removed the stretch wrap herself and caught the edge of the veneer on the plastic ripping the pice off. This veneer is already chipped of in some areas in another close up picture customer sent in and is very weak. This photo however, depicts likely how those damages came to be. One side is still wrapped and the other side with damages is unwrapped. I suspect she attempted to just pull the stretch wrap up and over the piece and it caught the edge of the already brittle and loose veneer. 

  ****************** 6 - The cymbal has been cracked years ago as the crack is dark, which is constant with years of dirt/dust accumulated. Had it been a new crack, the brass edges of the inside of the crack would have been shiny and appeared as new brass material. In another close up picture of the crack it is very evident that this damage is potentially decades old. 

  **** Damages 2 - Customer is claiming damages to a chair. The picture depicts an extensive amount of nicks and dings from years of use. Those nicks and dings are respectively dark with dirt/smudge from being years old. Fresh damages would have showed no dirt or smudging and would have showed exposed wood grain 

  **************** 5 - Customer alleges that we damaged this item. This is another item that has signs of extensive aging and use. There are no signs of damages from moving. The damages to this item are very old. The crack in the middle that the customer is alleging is actually a stress crack in the grain of the wood which happens over time from pressure in the wood grain. This grain starts to split and separate over time after exposure to changing environmental moisture contents. As a master woodworker by hobby, I have a fair bit of knowledge on wood, furniture, carpentry, and finishes. The fading around that crack is also consistant with this being years old. After the wood split, the finish near the edges wears away after time with use. There are no signs of new damages on this piece. 

  **************** 9 - Customer alleges we damages yet another veneered item. This photo shows the veneer missing and the plywood beneath exposed. If this damage were new and happened on the move, the grain underneath the torn off piece would be bright and clean. Essentially, when damages occur to wood grain (scratches, nicks, gouges) it exposes the grain underneath which has never been exposed to dirt or dust. In this picture we can see that the grain has been exposed for so long that it has collected enough dirt and oils to almost be the same tone as the finish itself. This veneer has been missing for several years. I would place bets it's been removed for well over a decade. 

   

  I could upload and detail the damages for several other photos. This platform allowed me 5. I would love to speak with someone from the BBB about this complaint. At this point, I see no point in responding to the customer's rebuttal. I responded to her initial complaint, which is largely a fabrication and attempt at defrauding us. I tried to be diplomatic. She responded in kind with another completely untrue account. I see no benefit arguing with her. There really is no basis for communication since she alleges our entire account of this move is false and in reality, it's quite the reverse. We will not be defrauded to replace or claim items that are not justified in doing so just to appease a customer or avoid a review. I would rather wear a negative review and false complaint that to pay a fraud claim to avoid public rebuke. 

  Being an accredited BBB member in good standing, I would love to have some feedback and/or discourse on the next steps. Thanks. 

  

  Business response

  10/08/2023

  Dear ***************************,

  We appreciate your follow-up response, and we value your feedback. However, after carefully reviewing your points of contention and comparing them with our previous response, we must reiterate our position.
  While we genuinely empathize with your situation and the stress associated with a move, it is crucial to clarify a few critical points:

  
  Initial Contact and Preparation: Your claim that our previous response contained inaccuracies regarding the initial contact and preparation process is disputed. Our records and the conversation you had with ******* indicate that you were informed about the importance of being prepared for your move. While you expressed concerns about packing services, it was not scheduled, and our team was prepared for moving services. We apologize for any misunderstanding, but our policy is to schedule packing services separately, as packing is done before the move day. Your assertion that you were not aware of these arrangements does not align with our documented conversation.

  
  Crew Assignment and Packing Materials: Regarding the crew assignment and packing materials, it was clear that packing services were not requested or scheduled. Therefore, packing materials were not provided as part of the agreement. Your claim that ***** did not make clear delineations for the items to be moved during the house tour is not consistent with our standard practice. We ask for items to be labeled or otherwise prepared by the customer for transport.

  
  Items Left Behind: The issue of items being left behind is multifaceted. Your expressed desire to expedite the move and reduce costs did influence the situation, as you mentioned to ***** during the move. Additionally, the crew was faced with items that were not appropriately packed or prepared for transport, which is a crucial element for safe transportation. Our crew operates with safety as a top priority. Therefore, items that did not meet these criteria could not be loaded onto the truck.

  
  Placement of Items: Regarding item placement, our crew followed your instruction to stack items in a manner similar to a storage unit. We acknowledge that clear labeling on boxes is essential for correct placement, and our team relies on such instructions when provided. However, it is important to note that you were not present inside the new residence to provide specific placement directions. The crew made efforts to fulfill your request under the given circumstances.

  
  Pre-Existing Damage and Claim Process: We take pre-existing damage seriously, and our crew documented such concerns upon arrival. Photos were requested to investigate the damage thoroughly. During the claim investigation, communication challenges were experienced, and your request for questions to be sent via email was acknowledged. However, we must clarify that the claim process was hindered by confrontational interactions during phone conversations. We do not take denial of claims lightly and only did so due to a lack of cooperation and the significant presence of pre-existing damages.

  
  Communication and Behavior: Throughout the claim process, our intention has always been to provide clarification and resolution in a professional and fair manner. While we understand that moving can be stressful, your confrontational attitude during phone conversations, including abruptly hanging up on our staff, made communication difficult. It is essential to highlight that your behavior, particularly during the claim process, raised significant concerns about cooperation and transparency.

  Reopening the Claim and Receipt Issue: We remain committed to addressing valid concerns. As per your request, we will reopen the claim for the two items displaying evidence of new damages during the move (the white rattan chair and the piece with the center divider broken on the bottom side). While it is important to note that these items also had pre-existing damages, we will consider the new damages incurred during the move. All other claims of damages, given their heavy pre-existing damages and the damages themselves being clearly from long ago, will not be admissible for claims.

  
  Regarding the receipt issue, it is important to note that this complaint was the first notification we received about this matter. Customers have access to their receipts through our customer portal, and we can issue another copy upon request, either in writing or by calling our office.
  

  In conclusion, we understand that disputes can arise during the moving process, and we have consistently sought to address your concerns professionally and fairly. We take our responsibility seriously and strive for transparent and honest communication with our customers.
  We value your feedback, and we remain open to resolving any valid concerns you may have about your move. However, it is crucial that these discussions are conducted respectfully and cooperatively. We look forward to finding a resolution to the issues at hand, but we must adhere to our company policies and industry standards.
  

  Sincerely,
  *********************************
  
  

*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. ↩