I called The Moving Experts for a quote for my move from Phoenix, AZ to Santa Clara, CA. I provided them with a list of all of my items including queen bed, 2 glass tables, a small frame, clothing, etc, and all my boxes were packed.
The estimate was quoted at $1080 based on 2000 lbs, in which my weight of belongings weighed less, around 1750lbs. I paid fully the $1080 which includes, according to contract" professional movers, pick up and delivery, loading and unloading, assembling and disassembling, pads and blankets for extra protection. The actual estimate has a line items which states " Estimated Packing Services "— this area was blank. From my initial conversations they informed me that the pads and blankets would be provided. I also inquired if anyone had to be there the day of the move since I would be already in California to start my new job... I was told no by one representative of The Moving Experts, as long as they could access it.
A day before the move a moving Company called Super Movers called my cell while I was in the middle of training. He asked who would be at my storage unit to sign the papers of the move, I explained I was told no one had to be present. He said otherwise, and they must have the papers signed by someone. I called various friends, and found one who could be there the following days between 2p-4p. I called him back and let him know this, he explained that they could not promise that time and they would have to be there when he could be there. This would not work since it was short notice and all my friends had jobs and kids. So I called The Moving Experts and explained the situation, asking if they could fax the forms to me. They did not know, so called me back shortly to let me know I could write a letter authorizing Super Movers to sign the inventory list and paperwork involved on my behalf in my absence. I agreed and faxed the letter in. I did request anything be faxed to me regarding these documents so I could assure accuracy.
In the meantime, I have been working with (3) different people at The Moving Experts and (3) at Super Movers, none of them are on the same page nor communicate the same information.
They moved my belongings out of storage. A day later I received a phone call from Super Movers that my belongings were in their Warehouse but before they could deliver I owed packing supplies amounting to $263. I asked to explain for exactly what, for such a high price, they were unable to. For almost a week I went back and forth with both companies requesting paper document of what these charges were for. Finally I received a list of packing items and pricing used in the move.included on this list were mattress covers (not necessary nor required), boxes and a china box, wardrobe boxes, white paper? At $28.50. The china box itself with padding was $30.
I still did not fully understand when all my boxes were packed, I had 3 glasses total, and the rest was furniture in which they could use the 'pads and blankets they provide in the move". After going back and forth more with both companies I spoke with the actual mover. He was Extremely rude, and let me know that he had to pack pillows, my microwave, and some clothes.
The rest he did not recall. Therefore, instead of using pillows for padding I paid $28 to have them packed in a box that I did not authorize. My microwave was put in the $30 box and clothes were already wrapped in an encassing but boxed for a total of $142!
I admit, with all of the time wasted between calling (6) different people to get answers, and being charged an enormous fee on top of what I knew I was paying, I was furious. I called the Manager at The Moving Experts and had many conversations, but got nowhere, I was at their mercy because I needed my belongings delivered to my new place.
Contractually, I am sure I got screwed. Here are some contract items that mean, to me, that I should not have been charged these extra packing supplies. At least without first being communicated on it.
—Entire Estimate I paid in full has a breakdown.in this breakdown it reads
"Estimated Packing Services: including labor and materials"— this is blank and zero.
—Pg 2 of contract does state that glasses, etc do need to be bubble wrapped. Above this sentence is a rundown of my inventory I gave them at my initial call (in which I told them glass, etc). Next sentence reads" the cost for packing services is estimated and based on the inventory listed above" —Obviously they did not include it in the inventory or I wouldnt have this big surprise. And if they did, I should not have to pay more
—Pg 5 of contract reads" Carrier shall, before packing or lading Customers goods, prepare a new Estimate of Charges including all additional quantities, goods, and services then known. Customer and carrier shall sign the new estimate."
Bottomline, I paid in full the pick up and delivery, unloading and loading of my goods from one destination the the other by professional movers. I understand paying some supplies ie. For glass if needed, but $263 for pillows, etc when it was not even authorized. They were not professional movers.in fact, if they were they would know how to load a microwave and pillows without boxing them and padding them for a high fee. But I assure they did that for their benefit. Also, the actual mover stated to me" we should just dump all your stuff out and who cares if it all breaks" when I questioned him about what had to be packed.in paying in full for the move, I was told I would not have my belongings delivered to my new place until I agreed to pay the unsettled, unauthorized charges of $263 for packing/padding.
This company needs to be stopped or they need to follow the contract as it reads and as it is explained on the phone. If a problem like this arises, the Manager should make every effort to research the situation and provide options.instead, she told ME to call the mover and find out what they packed. That should not be my responsibility as I hired The Moving Experts and they hired Super Movers to do the job. I was never offered options nor anything to resolve the situation, even slightly.
Anonymous
San Jose, California
U.S.A.
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