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.
Creating and Estimate: Moving Software: When purchasing a move you are purchasing the reservation of space on the tractor trailer and/or warehouse. Movers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer’s shipment. This software has a list of the most common basic, standard household items household items and their estimated weight. This guide is derived from the American Moving & Storage Association’s (AMSA) Standard Weight Guide.
Binding Estimates: When creating an estimate we are completely dependent upon the customer to supply complete and detailed information about their moving needs. Each inventory item the customer names (going room-to-room) is then entered into the computer. This amount of space minimum will be reserved for the customer at the price listed on the Binding Estimate. The customer gave our estimator a list containing 186 pieces which was estimated to occupy approximately 1,500 cubic feet. The customer did NOT request 30 days free storage when we created her estimate. We need to reserve the space and make the applicable arrangements in advance.
To help prevent any surprises in the move requirements once our movers arrive to the origin we have a Quality Assurance department who reaches out to customers a couple of days before the move to see if there are any changes to the inventory or move requirements which may end up changing the price. However, the customer was too busy and did not want to be bothered with taking the time to revise her estimate to be a more accurate reflection of her actual shipment; despite our requests. The customer KNEW (because it states in the estimate and was verbally informed to the customer) that any change in the requirement for the move will result in a change in the price of the move.
At the Pickup: Also, our movers cannot predict the actual size of every object (especially those which were not even divulged by the customer for the estimate). Sizes and shapes of household goods vary. The movers do not know how every item will fit into the tractor trailer until they arrive to the origin and can view the sizes, shapes, the size of the tractor trailer/truck, other shipments already on board, etc.
Our crew is not in position to assume all items are to be moved especially if the list on the estimate they have in hand is substantially different. Upon arrival to the origin, they will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded. Then the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved and the estimated increases it may cause. At this point the customer has 3 choices:
1) They can tell the movers that they wish to cancel the move.
2) They can tell the movers to stop loading any more items when the reserved space is filled. This means that the price will remain the same as there have not been any changes to the requirements for the move. This also means that the customer then is responsible for the transport of any additional items
3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this. **This is the customer’s selected option.
Ultimately, we had to send a 2nd truck to be able to complete the move. The volume increased from 1,500 cu. ft. to 4,000 cu. ft.
Scheduling Delivery: When items are being stored in our warehouse, customers must notify dispatch in writing that they are ready to accept the delivery. From their 1st available date they state they are ready to accept their items, we attempt to incorporate their delivery into a route and attempt to deliver within the allotted timeframe (the window for the delivery which is agreed upon by the customer). However, the customer instead sent an email to someone who was on vacation (Note: our employees do not all know the others’ schedules and most likely assumed the employee stopped working with us. This is not a lie but simply a misunderstanding). When we did receive word that the customer wanted her items taken from storage and put on the schedule to deliver, as a customer courtesy only, we gave the customer $2,760 discount from her charges. Discounts are not required and this large of a discount should cover the alleged damage. We also re-routed the delivery route, making the driver go to Florida and deliver this shipment first, and then backtrack to deliver the rest of the shipments.
The number of movers sent for the delivery is irrelevant as the customer is not paying for her move by-the-hour. The additional help which was scheduled to meet with our crew was not available. We cannot keep 3-4 grown men inside a tractor trailer for these routes, as sometimes these routes are so long that the movers do not get home for 6 weeks or longer.
At the delivery, the customer had minimal damage. There were a couple of coffee mugs broke, and the top plastic piece for one of her fish tanks had a crack in it, the legs to the TV stand.
Theft: We want to let the customer know that Global Movers & Storage has ZERO tolerance for theft!!!! If the customer feels they are a victim of theft they need to file a police report. Our movers will fully cooperate with any legal investigation into these matters. However, as stated above, there are a few unclear details stated by the customer. We find it terribly odd that the customer would threaten how things better not be “stolen or broken” before the shipment is even scheduled for the delivery. She had no reason to state this. IF the customers knew strangers were coming into their new home why would the customer take her engagement rings/wedding rings off? Why would she leave them on the edge of the sink? It is most likely that the rings fell down into the sink into the pipes. Did the customers hire a plumber to check for this or did they just assume that the movers managed to get away from their sight long enough to find the one room with something valuable just ironically lying around? Before the customer makes such serious accusations we would greatly appreciate that they rule out all other options. Our movers all KNOW that if they risk this business due to their actions such as the alleged theft, we will also prosecute to the fullest extent. No matter the value of the item(s) it is never worth the risk. We have some single parents of young children who depend upon their wages to provide for their families. We hope to have our company be a legacy to our future generations. Therefore, in summary, no amount would be worth letting so many of our team members down and threatening the livelihood of all who would be affected.
Loss/Damage: At the delivery, the customer had minimal damage. There were a couple of coffee mugs broke, and the top plastic piece for one of her fish tanks had a crack in it, the legs to the TV stand. We referred the customer to file a claim with our 3rd party claims company CSI. The customer registered to file a claim 12/27/16. On 01/11/17 they successfully posted their claim and CSI sent them an acknowledgement email advising of the timeframe to review the claim since it is a long distance move. Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process.
We regret that the customer felt the need to file a complaint with such harsh accusations. We trust that the above explanation enables them to better understand our position on these matters.