July 3
Mike Levenson
Advanced Moving Systems
4582 Hiatus Road
Sunrise, Florida 33323
Dear Mr. Levenson,
Although I was told by one of your supervisors that you do not deal directly with your customers, I feel that as head of Advanced Moving Systems you are ultimately responsible for the service (or lack of it) that your company is providing.
Please do me the courtesy of reading carefully through the following list of events that we recently experienced with Advanced Moving:
1. On May 3 we contacted your company first by E-Mail and then by a follow-up phone call to contract a move of our household goods from Las Vegas, NV to Jacksonville, FL. We E-Mailed your Sales Representative (Odelia Vale) the information of the household goods, including a weight of 5000 lbs.
We arrived at this weight because we had, only 10 months prior to this date, moved to Las Vegas and I still had the paper work from that move. I was sent, in return, a quote of $2,592.00 based on 562 cubic feet or 4,534 lbs.
2. Approximately two days later, Ms. Vale called concerning the quote and we asked at that time if she did not need to send someone out to look at the household goods and her response was no that she went by the information we gave her and that the estimate was firm except for minor increase for packing material. We accepted her quote and a pick-up date of May 13 was set.
As we did not have a delivery address, arrangements were made for storage until such time as we contacted Advanced Moving with an address in Jacksonville. We were told at that time that there would be a 7- 10 day wait after giving the new address.
3. On June 5, we called Advanced Moving to give them an address and to request a June 15th delivery date. Date could not be confirmed at that time but was told we would be called back later that day to confirm. Was not called back.
4. Called again for confirmation, was told to call back on June 11th.
5. Called on June 11th. Was told goods had left California on June 6th and delivery date of 15th was confirmed and that driver would call 24 hours in advance of delivery on the 15th with an approximate time of delivery.
6. Called on June 15th as we had not heard from driver. Was told truck was in route and driver would call. He did not.
7. Called on June 16th. Was told truck was in Georgia and would be here late on 17th or early on 18th and that driver would call. He did not.
8. Called on June 18th. Was told driver was grounded in Georgia due to sleep log and that delivery would be delayed 2 more days. Was also told that it was company policy that driver call all deliveries on his route to report this delay. He did not. (The driver has now been in Georgia for 3 days, has been grounded for lack of sleep and it will still be 2 more days?)
9. Called on June 20th. Told delivery would definitely be tomorrow (21st). Asked where driver was. Was told they did not know but he would call today and deliver tomorrow. He did not.
10. Called on June 21st. Learned for the first time that job had been subleted and goods were being handled by Masada Moving and Storage. Called Masada two times with no results. They could not tell me where truck was or when it would be here. Asked to speak with dispatcher. He refused and said he would call back later that day. He did not. Called Advanced Moving two times and asked to speak to Jonathan or Tommy. Told they would call back. They did not.
11. June 22nd. Talked to Masada Moving. Was told truck was now in Miami, Florida and would be here on the 23rd. (Does it not make sense to stop in Jacksonville on the way to Miami rather than having to come back, especially since you are already 7 days late of your promsied date?) Talked to supervisor at Advanced Moving. Said he was sorry, but that was the way things worked in the moving business. That we had to pay the full amount of the contract, that we probably could expect no refund for any of this trouble and that the president of the company did not deal directly with the customers.
12. Called Masada on June 23rd at 9:30 A.M. Was told truck had just left Ft. Meyers and would be here soon. Called again at 6:30 P.M. Was told truck was on the way. Truck finally arrived at 8:15 P.M.
13. Driver of truck reported that they were not told there was a piano involved with this move. That he was called at midnight on the 22nd and told to make this delivery today. It was necessary for him to use another apartment dweller to help with piano.
Also, had trouble getting sofa in and was just going to leave in the hall until we suggested they come up the back steps. First he said no he couldn't, but finally agreed.
Attached you will find a list of the damages we have uncovered as we have begun unpacking. These damages were not due to our having packed our goods ourselves, as some of the boxes were crushed when taken off the truck and were turned upside down or on their sides when unloaded It is obvious that this load had been transferred several times between pick-up date and delivery date. The driver also expressed his surprise at the total amount we had to pay for this size load.
Needless to say, we have been through a very stressful, time-consuming, frustrating and expensive ordeal with Advanced Moving. Our concerns are the amount of money we had to pay ($6,219 - which was $3,690 over the estimate), the amount of time involved before delivery, not being told anything about subleting, the expenses we were out due to the week delay in delivery, the damages to our goods and finally, but certainly not least, the lack of concern on the part of Advanced Moving Systems and Masada Moving and Storage. It is our contention that we are being penalized for an underestimate by your sales representative, your decision to sublet this job and your choice of Masada.
Before taking any further action, we would like to give you an opportunity to rectify this situation in the form of a substantial reimbursement.
We will be expecting to hear from you very soon.
Cheryl
Jacksonville, Florida
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