This is the letter that we sent and still no reply
Waiting for the insurance money.
Dear Megan,
I would like to express to you my family's disappointment with Relocation and Storage.in the beginning when the moved was booked with Paul Spacek in Sales everything seemed to be going well. I spent about an hour on the phone with Paul describing everything in the apartment in detail. My move dates were scheduled for Wednesday March 29 or Thursday March 30. I told Paul that my husband and I were flying out early on March 31 and the move could not take place later than Thursday the 30th. I was told by Paul that this wasn't a problem and that I would definitely get my belongings in 4-6 days. Paul also told me that I would receive a phone call on Monday March 27th to tell me what day, Wednesday or Thursday, the move would take place. On Monday March 27 I did not receive this call. I emailed Paul and he replied that someone from dispatch would call me. No one did. My husband contacted dispatch on Tuesday March 28 and was told that the pick up would be on March 30th. The following morning Chad from Dispatch called to say that due to mechanical problems our belongings would not be picked up until Friday. My husband told Chad that we could not do this due to flying out on that day to relocate. Chad said that we had to find someone or at least get management to open the apartment. I told Chad that I was not comfortable with that solution. After calling many family members and friends without any luck I contacted Chad again. He told me that they would try to move our belongings our on the evening of Thursday March 30th but I needed to arrange a back up plan for Friday. Chad repeatedly stated that there was nothing he could do if the truck broke down. I reminded Chad of our contractual move dates and he stated that R & S was within their contractual rights. He lacked customer service throughout the whole process. Later Wednesday evening Chad called to say the move would definitely take place on Friday. We still did not have someone to supervise this. Chad again told me to find someone. I asked for specific move times for Friday and he wouldn't give me any. Chad was leaving for the day and stated that he would forward the calls to his cell phone if we needed anything. We finally were able to get my aunt to take a day off work to supervise the move. Also, my husband had taken Wednesday and Thursday off for the move. Now my family has missed three days of work and income. I then phoned Chad to tell him that we needed a time and the calls went straight to R & S voicemail. This told me that he did not forward the phone calls. I called back twice more and got R & S voicemails. We left messages for Chad to call us. The next day (3/30) we left another message for Chad stating that we found someone but needed a time. Chad called back around 11am and stated that he would let us know the time. At 2pm Los Angeles time my husband called Chad again. Chad stated that he would let us know the time within the hour. He didn't call us back for 3 hours. We left numerous messages. Finally at about 5pm Los Angeles time Chad stated that the driver will be there Friday at 5pm and take 3-4 hours. We heard from Mark the driver that he would be there between 3-5pm. Well, Friday Mark arrived by 3pm and spent 6 hours loading the furniture and boxes with one other person. It didn't all fit in the truck. He left at 9pm with items still left in the apartment. It is unacceptable that there wasn't space in the truck and there was not a back up plan. Now since things were left in the apartment and it was April 1st, we have to pay an extra days rent due to the poor planning by R & S. It never should have happened like this. If the move would have taken place on the arranged days it would have saved my family hundred of dollars. On Saturday, you assured me Mark would move my belongings and call me when he was finished. He did not. I called him at 4:30pm Los Angeles time and he stated it was over awhile ago. Then we heard nothing from R & S. On Monday I left 4 messages - 2 with dispatch, 1 with customer service and 1 with Paul. No one returned my phone calls. On Tuesday at 11am Omaha time I called again. I spoke with Chad and was given a tentative arrival day of 4/8-4/10. This is 7-9 days after my belongings have been moved from the apartment and 11-13 days after my original move date. I told Chad that Paul told me it would arrive in 4-6 days. He stated that the sales people really don't know. It never should have been said to me then. Then we were told on Monday morning at 9am by Carnet the driver that he was leaving Denver and would be here between 4-5pm. Again, my husband left work early. So, at 5pm there are still no sign of the driver. My husband called him and he stated that he was just leaving Denver now and would arrive at midnight to unload the stuff. He said he was caught up for 3 hours by the Department of Transportation. That should make him 3 hours late - not 7 hours. I was also told that our stuff weighed more and we owe $800 more than the original estimation by Paul. This is ridiculous. That estimate is not even close then. I am a very honest person and literally told Paul everything. He should have been at least somewhat close to the estimate. Almost $1000 over the estimate is unacceptable. Also, the fact that the driver wanted to unload our things at midnight seemed odd to me. We told them no, come at 7am the next morning. All agreed that they would be here by 7am. Again, my husband had to take the day off of work. So, at 7 am there is no sign of the driver. At 7:15 we called him. He was in Lincoln, NE which is an hour away from Omaha. He did not arrive in Omaha until 8:15am. He unloaded our belongings. Overall, the unload went well and the driver had better customer service than anyone I have spoken to in your company. However, our computer desk and one book shelf are broken beyond repair. The computer desk is missing its whole top attachment as well as the leg is broken. As for the book shelf, the top was broken and it can no longer be used as well. Attached are before and after photos of both. Our bed was delivered with three of the four wheels for the bed frame. We spent $4.25 to replace the other wheel. Three of our 4 lamps were delivered without bulbs. We have not purchased the bulbs yet, but I imagine they will cost about $25. So, things did not go very well.
In conclusion, I have contacted the Better Business Bureau and was told to try to resolve our complaints with you directly before involving them. I would like to come to some sort of agreement and receive some monetary compensation in order to help ease the numerous things that went wrong with the move. This move ended up costing our family about $2000 more than expected with move expenses, broken items, missed days of work, and extra rent money for having things in the apartment in April. I understand that you could not control the truck breaking down that delayed our original pick up, but you can control your customer service by being polite, being honest and returning phone calls appropriately. I realize we are not your only customers (Chad also rudely pointed this out) but we deserve to be treated as more of a priority than we were. I hope we can resolve these issues and feel that our needs are appropriately met without filing a complaint with the Better Business Bureau and the US Department of Transportation
Daniel
Omaha, Nebraska
U.S.A.
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