ComplaintsforElement Moving and Storage, LLC

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For a July 10, 2021 move, I signed a BINDING order for moving service with FULL PACKING SERVICE and FULL VALUE PROTECTION $3772.65 They misrepresented that they were an interstate moving company with their own trucks - rather than a broker who had no intention to actually deliver the goods. They guaranteed full pack service - in particular of highly breakable items, a company representative even came to the house to survey what packing needed to be done to protect these items and NO packing was done of those items. 25 of those irreplaceable items were broken - Element offered $6. The full value protection policy was a scam - these items were denied any reimbursement as they had to claimed BEFORE the truck left the property. The third party delivery truck (with hand written taped sign on truck door) demanded $650 CASH upon delivery in violation of FMCSA - another scam and totally unnecessary under the circumstances. Typical "hostage" situation with irreputable movers. There were several heavy pieces of furniture that required more than the driver and "one local helper" (at the pickup there were 4 movers and an elevator) but Element denied the driver the necessary help to avoid damaging the walls etc. Based upon the lack of paid full packing which was directly responsible for 25 broken items, the scam full value protection plan sold by Element, the $650 "hostage fee" and lack of proper unloading movers, I would like a partial refund for "services".

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/10) */ First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. Per the Federal Regulations Code 49 CFR Part § 370.3 - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. §370.3 Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents. The customer filed a claim directly with the insurance company and we had no part in the settlement offered to the customer. Upon the customer expressing their unhappiness, we reached out to our 3rd party claims company CSI to allow the customer to file a second claim in an effort to remedy her claim. The customer was sent login information on 02/07/22 to file a claim online. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at XXX-XXX-XXXX or online at ******@CSIPros.org We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the BBB for movers on the A+ list. I hired Element Moving, Dane Stamey asked questions, requested pictures and made a list of my goods. I said it was not accurate. I signed or no move. The day of the move, I was told a sister company would be at my home in an hour. I was texted the name. A small truck arrived. I requested a confirmation that the goods would not leave the truck before Texas, and got it. The driver took the things according to the incorrect list. The driver said I was 200 cu' over. That was 30% more. I was given to Lewis who agreed that this was unreasonable. The driver did not even put a number on everything because he said the whole truck was going to Texas. I could choose to have the goods taken off the truck or pay. I paid. The driver said he would see me on Friday but sign 21 days, a formality. Next day, sister co. said goods would be taken off the truck and put on a van to be delivered sometime in 21 days from day I requested. Call Element with concerns.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/09/20) */ First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We apologize for any new charges due to our sister company and have refunded any charges that were not on the original contract. We have also scheduled for the customer to be delivered today and if she has any concerns or issues with her delivery we have referred her to our claims department so that it can be resolved. No Voluntary Payment On Claims: Per Federal Regulations no compensation can be offered for lost or damaged items, delays for a move, or any overcharges unless a proper claim is filed in writing The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 09/20/21 to file a claim online. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at XXX-XXX-XXXX or online at ******@CSIPros.org . We regret that the customer found it necessary to file a BBB complaint, but we trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went on the BBB sight to look for reputable movers, I signed up and received several offers from movers to move my husband and myself on July 30, 2021 from 3 storage buildings in Terrell. Kyle Langford, the Sales Manager and Relocation specialist reached out to me. After discussions and questions about his company he sent me some information. He quoted $180.00 per hour and said he estimated 8 hours, I knew it would not take that long, especially the storage buildings . He said they only charge for the hours used. Fast forward the movers when it came time to pay Jose' tried to collect for the whole 8 hours when he saw I was paying with cash, I said it did not take you 8 hours and said oh yes, it was 4.5 hours, he said the total would be 1170.00. I gave him 1170.00 in cash and 75.00 for a tip. I then asked for a copy of all the paper work I just initialed, he said we will email it to you. I have repeatedly emailed to Kyle, and Rick the scheduler and neither would respond

  Business response

  11/01/2021

  Business Response /* (1000, 8, 2021/08/26) */ First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. The customer has been provided with the requested move paperwork showing all charges and payments as well as issued a refund for the requested $180. We regret that the customer found it necessary to file a BBB complaint, but we trust that the refund provided to the customer verifies that we wish to resolve the customer's concerns amicably. Consumer Response /* (2000, 10, 2021/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) My deposit was now received and I received a copy of what I signed after moving was complete, which was not totally filled out showing that I paid cash, but at least I have it now.

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