Starving Students was hired to assit me with me move in October. To date though I purchased additional insurance to protect my itmes in the event fo damage, my claim has not been resolved. Also, Starving Students has sent me to a collection agency stating that I owe them money! Not one individual has retunred my phone calls or letters. Below letter that was sent to Starving Students detailing account as to what has occurred. Do yourself a favor. Stay away from this company!
November 15
Record of Events
Moving Company Name Starving Students (San Mateo Branch Office)
Date of Move 10/9/06
Original Location 1099 Admiral Court San Bruno, Ca 94066
Final Destination 5500 Eucalyptus Drive #538 American Canyon, Ca
Total Distance (one way) 48.6 Miles
Size of Move Large Two-Bedroom Apartment
Below is a detailed account of events that took place prior to and during my move from San Bruno to American Canyon.
I work as a Property Manager of a large complex in San Bruno. Having been in the business for 10 years, I moved many times. This time was no different. I had accepted a job as a Regional Director for a company in Sonoma, California. I received a relocation package from my new employer that would cover my moving costs. Therefore, getting an adequate quote from a reputable mover was of importance to me.
Working a very hectic schedule, I had my mother (Marilyn Meyer) in Colorado contact some moving companies for me. This time I chose Starving Students in particular to get a quote from. My mother spoke to a Customer Service Representative by the name of Jay for some time exchanging very detailed information. Again, it is important to mention that I move often and my last move was difficult so it was important that this move go much smoother.
After speaking to the representative at Starving Students (Jay), my mother contacted me back stating that she felt very good about using Starving Students. She told me that she was happy that Jay took so much time in explaining that they do not hire part-time movers that the movers are professional and experienced. Jay also mentioned that unlike my experience, the movers want to get the job done quickly and that they receive bonuses on how quickly they complete a job.
Feeling confident, I then contacted the mover to set up a date for packing and moving services. The representative suggested packing on October 8th and moving October 9th. He stated that this would allow for a smoother organized move. He also detailed the costs as follows.
Pack Job
Move
2 movers
3 guys
3-hour min.
$130.00 per hour (2 hour min)
Cost of 1 trip
Plus 20%
$90.00 per hour
Jay then provided me with a confirmation code for the pack job (#4124666) and a confirmation number for the move (#34124630).in speaking to this representative (Jay), I specifically asked if someone would need to come out to provide an estimate.
I also emphasized the large furniture items and detailed the fact that I was moving to a third floor apartment with stairs. I was reassured that this would not be a problem. There was no charge for stairs and a personal inspection was not necessary.
After a week, I received paperwork from the moving company detailing the costs. I received two documents. One was for the Pack job that stated that it the price would not exceed $1800.00 for the move and another for the move itself stating that the cost would not exceed $2100.00.
The documents also stated that I would receive a courtesy call to confirm my move date. When I did not receive that call, I contacted Starving Students. The move time and date was confirmed. I flew my mother out from Colorado to help me over see the move. October 8th arrived and I did not receive a call, nor did anyone arrive to begin the pack job.
At 10:00 A.M. I contacted the Branch office and spoke to Robert who represented himself as the Branch Manager. Robert stated that he wasn't sure if he could complete the pack job as scheduled. He stated that he did not have a truck. I emphasized to him that this was not convenient to contact me at such short notice and not have a truck.
He asked, Do you have a lot of stuff? I replied by saying Yes I do have a lot of stuff. I said. Don't you have my moving information to know what is needed to complete the move? Robert said Yes, but we may have to pack and move you on the same day. Robert stated that he would need to call me back.
Extremely upset, I contacted Customer Service hoping that I could speak to the original representative that I scheduled my move with. I left a message for the representative and never received a call back. Shortly, I called the Customer Service Department back. I reached a representative by the name of Chris. Chris said that it was not normal that a move be rescheduled and requested that I hold on while he contact the branch.
Chris came back on the line a short time later. Chris then explained to me that two guys called in sick and the manager had been trying to find people to come in. I replied to Chris stating, That is funny, he told me that he didn't have a truck! I continued and stated, So which is it? No truck or is someone sick? I did not receive a response to my question.
I asked the representative if the manager, Robert was going to call me back as he promised. I was advised that It pretty much wasn't going to happen and to expect them to arrive to pack and move on Monday. I hung up and contacted Robert at the branch. Robert's demeanor was aloof and very quiet. He advised me that the move and pack would take place around 9:30 on Monday.
I expressed my concern with the traffic. I felt that the extent of the traffic having the move time delayed would further add to my expense. Robert did not directly respond to my concerns, nor did he respond when I asked was the delay in the move due to no truck being available or two guys calling in sick.
I even expressed my apprehension around the move, because already we are starting off on the wrong foot. He assured me that he would come out and oversee the move himself. He also stated that he would take a $100.00 off my move (which I never received) for the inconvenience.
With no time to make alternative arrangements, I spent that day purchasing additional boxes from Home Depot and purchased packing material from a near by storage facility called Lighthouse Storage in Pacifica. That evening my mother and I worked tirelessly and packed all through the night. The kitchen and approx 12 hanging items were left to pack.
The movers arrived at 9:38 A.M. On Monday morning with two trucks. There were 4 guys. Two people to pack and two people to move. Because the packing bid does not include boxes, I had purchased paper and new boxes for the items needing packing. Immediately upon entering my apartment they asked how many garment boxes I needed. I advised them I would need 7 and that I would pack those boxes. I was advised that the boxes cost $12.95 each.
Due to my misfortune in the past with moving companies, I specifically spoke of the bad experience I had encounter and stated that I really wanted things to go smooth. I provided the mover a Fob to my building. The apartment I was living in was a limited access building. The fob was needed to access the floors and elevator as needed.
In the middle of the pack job one of the employees/packers left and stated he was only here to pack and would not be assisting with the move. I was loading some items into my car and attending to other errands while my mother was in the apartment with the movers. Robert arrived to assist with the move. I felt very happy that he arrived as he had promised.
The movers seemed slow and new to their job, but very nice. Both my mother and I over heard some complaints about the way the job was scheduled. On two separate occasions, my mother and I witnessed from my patio, the movers standing by the truck while I one mover was packing in the apartment.
Both my mother and myself questioned Robert. Robert stated that they were loading the truck and packing. I said We can see you from the patio. You were sitting in the truck and talking! Robert did not respond to the comment. I then said It isn't fair to leave this guy up here all by himself to all the work!
Again, Robert did not respond. Packing continued until 3:30 that afternoon. Many items were re-taped over already packed boxes. However, it was already late and the truck needed to be loaded. I received a bill once the pack job was completed for $966.79. The representative advised me that $200 of that charge was due to the purchase of boxes.
The numbers did quiet add up and I couldn't believe how high it was considering I only purchased 7 garment boxes. The packing was not a professional pack job. Furniture had been tapped excessively. Boxes that were packed and tapped were re-taped excessively.
At this time I was also advised that all my items did not fit in the truck. I was asked if I wanted to go down there and see how they packed it. I said no. What does that mean? He stated Well we will have to use the other truck. I asked how much that is going to be. He stated $150 more. I said okay.
Costs seemed high however, due to the time restraint I did not argue. After all what is one to do when all that is left but less than 1/3 off your personal items are left to load and the mover brought the wrong size truck? One the remaining items were packed and loaded I was told that it was time to process payment for the pack job.
I provided the mover two credit cards. The first credit card was not allowing the transaction on the move. So I provided him with an additional card. He came back a short time later and advised me that he was able to authorize $1000.00 on the card. The truck was loaded at approx 7:30 P.M. The movers took a lunch break and we departed to American Canyon. Once we arrived unloading began immediately.
I asked one of the movers (the one that accepted my payment) if the insurance needed to be purchased for the move or was the cost one flat fee? The driver advised me that he would ask Robert. Sometime later when Robert got up to the apartment, the mover asked him the question about the insurance.
He said Oh she bought additional insurance, then that is going to cost more money! I responded by saying I paid more money. I stated that I learned the hard way that additional insurance protects the customer and the mover. I had a mover that broke items, but they were not covered because I did not purchase the additional insurance. Over the coarse of several hours the move continued.
I watched as items came up to my apartment after being left in the middle of sprinklers that came on in the late evening. I felt bad for the movers, as they were tired and rushed. My mother and I were exhausted. I fell asleep and had to be awoken to sign the documents for my move. Boxes were placed haphazardly throughout the apartment. The move was finally completed at approximately 2:00 A.M.
I then specifically showed Robert a large crack in the leg of my glass/teak bookshelf. The leg was so badly cracked that it was splintered. Robert looked at another representative who advised him I purchased the additional insurance. Robert responded
How about we take $500.00 off your bill? I was very surprised by the offer considering I had the insurance to cover it.
However, it was late. The mover prepared a new contract reflecting an amount $500.00 the original. I was then provided two receipts, one for $966.79 for the pack and one for $1458.48. We wished everyone good night and assumed that it was over. My mother and I both felt that even the amount that was charged was costly.
However, Tuesday morning my mother and I had to return and get some remaining items in the apartment. There were cupboards that were not packed, and several items that were not placed on the truck that we asked specifically to be packed. The movers also did not return the Fob (controlled access device) provided to them at the beginning of the move.
The caused a great deal of inconvenience as my mother and I had to wait for a resident to let us into the building so I could access the apartment to get the remaining items. We worked well into the evening finishing up the move. Wednesday, October 11th I contacted the bank to find that Starving Students had authorized two transactions.
One on each card I provided them. My receipts reflect two transactions on the same card. This was the Bank of America card I provided them when the Wells Fargo card would not get approved during the pack job. I contacted Wells Fargo to find out the reason for the denial. The representative then brought to my attention that Starving Students had tried numerous times and for several different amounts to gain approval on my card.
She explained that there is a daily spending limit on the card and any transaction over the $500.00 daily limit would not be processed. A transaction in the amount of $1115.79 did process on 10/10/06. I then contacted Bank of America and $1971.20 was taken out of my account. I immediately contacted the corporate office and spoke to Damien.
I explained in detail that I was over charged and I needed this charge rectified immediately. He stated that he would contact the branch manager. He contact me back sometime later to advise me that Robert was not the Branch Manager and that they were busy doing a move and would need to call me back. I continued to review my documents and also found that I was charged for 14 roles of tape ($41.30) and 34 boxes.
I agreed to purchase 7 Garment Boxes. I was over charged $160.95 for supplies that were not authorized and or I supplied myself. After not receiving a phone call, my mother contacted corporate office on October 16 while I was at work. She got on the phone and was soon then transferred to Robert. My mother stated that Robert advised her that a branch manager would not be speaking to her and that he was there when the move occurred and he was the one that she would need to speak to.
My mother explained to Robert that there was discrepancy in the charges and that I was overcharged. She also questioned why the amounts charged do not match the receipts. Robert stated, At the end of the move if the numbers don't match we charge more. My mother questioned whether doing so was legal. Robert said Well that is just what we do.
My mother questioned about damages that were pointed out to Robert before leaving the apartment. Robert exclaimed, What damages? My mother said, Robert we showed you the damage to black book shelf that is when you offered the $500.00 off the move! Robert said, I do not recall that. He continued to explain to my mother that he never took the $500.00 off for the damage of the teak/glass bookshelf.
He said, It would mean my job. He also stated that Starving Students did not owe me a credit and that I didn't receive the additional receipt. He stated that I was also responsible for the second truck that was another $1500.00 dollars. My mother expressed he dissatisfaction to Robert. Robert stated he would be speaking to his supervisor and would call back. Over the next several days, my mother and I tried to organize boxes that were placed everywhere.
I spent additional money to extend my mothers stay because I was unable to move the items and begin work at a new job. My mother and I unpacked the boxes. Many of the boxes were unprofessionally packed. Bottles of wine were packed with fragile plates and so on. I have photographed and listed below the items that have been damaged due to the negligence of the movers.
- Three plates broken. Packed with wine bottles and limited paper or tissue. Value $75.00
- Damaged Lamp Packed improperly. Four lamps were packed in a Garment Box with two wooden sign. Value $165.00
- Black teak/glass book shelf leg cracked. Value $2000.00
- Dinning Room Table. Left corners badly scrapped. Value $1700.00
- Coffee Table Scratched Coffee Table scratched in three areas. Value - $1200.00
- Fob not returned. Fob was the property of the community with Management access was not returned by mover. Value $250.00.
TOTAL Costs represent $5390 in actual cash value.
To date, I have not received a phone call from your establishment, even after repeated messages. I understand that my treatment is very typical and the Public Utilities Commission is well aware of the history of this company.
It is important for me to emphasize I have moved many times for my job. Most recently I moved from a three-bedroom home to a two-bedroom apartment in Napa. Checkered Flag Moving Company moved me. The cost to pack and move me was approximately $1600.00. The pack and move was completed in 8 hours. Sadly, my move took over 17 hours to complete with Starving Students.
As a brief summary I state the following:
The company listed above has failed to send qualified movers to complete my move in a reasonable time frame. The mismanagement of my move caused a delay in my move, as well as rushed the job itself by having a pack and move on the same day. My move completed in a rush in which your representative Robert believes that I should be responsible for your companies actions. The unprofessionalism of the movers caused my items to be damaged, my time to be wasted and caused me to incure financial damages. You are formally notified that your actions are detrimental to me.
As a result of these blatantly reckless, wanton, and intentional acts, I have suffered and continue to suffer general and specific damages. I am also very upset at your company's intentional infliction of emotional distress, other diminishments of the quality of my life and refusal to follow the law.
Please understand that I am extremely concerned regarding the harmful resultant consequences of the actions or lack there of, your company has taken. Please be advised that, if this matter is not resolved expeditiously, I will take any and all necessary steps to protect my rights.
I have taken pictures of my damaged items and will provide them to you at your request. Thank you and I look forward to your resolving this most expeditiously.
Sincerely,
Melissa
Napa, California
U.S.A.
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