ComplaintsforDelaware Moving & Storage Inc.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We engaged a contract with Delaware Moving and Storage (DMS) to move us from North East, MD to Georgetown, DE on 7/11/23 & 7/12/23. We were charged for a crew of 4-5 men for both days with an additional charge for special handling of our workbenches/heavy items. At 8am, 7/11/23, a crew of 4 men arrived at our home. They were surprised at the heavy items/workbenches and stated they were not told of these items, despite our paying an extra surcharge. They indicated they did not have the proper equipment (lifting straps, etc.) for these items and proceeded to move the more manageable items first. At around, 11am, one of the crew was contacted by their parole officer indicating they had violated their parole by leaving DE and had to leave immediately. A 2nd crew member had to leave to bring him back to DE. There was little direction for the remaining 2 members for a couple hours. A new crew member arrived around 2-3pm to give direction regarding the heavier items. I do not recall when or if a 4th crew member arrivied on 7/11/23. 4 crew members arrived on 7/12/23. Based on the above, DMS failed to uphold the contract. We are asking the BBB to mitigate an additional refund of $1,715 to cover the following: - $395 Refund of fee paid to transport workbench/heavy items. These were not properly transferred and staff was not equipped to justify this fee in the contract. - $1,320 = ($1,500-$180 inconvenience allowance), prorated based on original cost of 4-5 men = $6,750 less the actual prorated crew as shown in calculation below. We did not have a full staff of 4-5 men for the full 2-day job as promised and agreed in the contract. We had about 2-3 men for day 1 and 4 men for the day 2. $6,750 4-5 men for 2 days $3,375 4-5 men each day (3,375/4.5= $750 per man per day) Day 1: 3 men average: 3 x $750= $2,250 Day 2: 4 men: 4 x $750= $3,000 -Actual total crew cost: $3,000+$2,250= $5,250 -Amount to refund: $6,750-$5,250 =$1,500 Less $180 inconvenience allowance = $1,320

  

  Business response

  09/25/2023

  To BBB,
  
  The consumer is claiming that Delaware Moving and Storage did not uphold the moving contract. The contract stated the consumer would receive two trucks with four to five men for each day of the move for a flat rate of $6750. In addition, the consumer paid $395 for a large item and additional smaller charges for packing, fuel etc. 
  The consumer is correct in that they did not receive 4 men immediately at the start of the move. The consumer had two men beginning 7:15 am 7/11/2023 and an additional man arriving at 9 am from another move. Two more men arrived at 12:30 pm and all five men stayed until 7 pm that evening. At no point did anyone leave due to probationary issues. Unfortunately, due to the move schedule that day, DMS was unable to provide the 4-5 men from the start but did eventually meet this expectation. On 7/12/2023, four men were at the job the whole time. The original estimate to move was 18 hours, but ended up at a total of 21.75 hours. The flat rate remained the same and all work was completed. At no point on July 11th did the consumer call to question or complain and only waited until after the fact to do so and file a claim. 
  The DMS movers did move each heavy item that was required to the new location. Regardless of if they were “surprised” at the heavy items, the work was still completed as according to the contract. 
  The consumer filed a claim for a few damages and requested a refund due to the lack of men on the job. Because the move was a flat rate, all items were moved, and the total number of men agreed on in the contract were on the job, DMS denied this refund and offered a $180 inconvenience allowance in addition to an amount for the damages incurred. 
  To uphold anonymity for both the consumer and the employees involved, the time sheets cannot be included with this response. However, DMS has multiple records of the time sheets for this move and who was on the job. 
  
  Sincerely,
  
  DMS
  
  

  Customer response

  09/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. 'm attaching additional information showing when I reached out to ***** ******* of DMS after the 2 men left.At NO TIME did we have 5 men on Tuesday 7/11 at our location in North East, MD. The attached texts show when I reached out to ***** for help. The man who left had a black ankle monitor on his leg and the crew indicated that his monitor alerted his "PO" and he had to return to Delaware.Additional help did not arrive until around 2-3pm. The reality is the move lasted to 7pm for 2 reasons:1. They did not have a full staff of 4-5 crewmembers for the entire day and they were fatigued/disoriented from not having the proper staffing.2. They were not prepared with the proper equipment to execute an efficient and safe move as we paid extra for them to have this preparation. Their lack of preparation for moving the heavy items resulted in higher than necessary damage and put everyone at risk of serious injury. It might be worth requesting confirmation with the DE Parole authority / monitoring center about the crewmember with the ankle monitor and obtain records of any alerts or parole officer communication with this individual on 7/11/23.Thank you, Regards, Complaint ID: 20586827     

  

  Business response

  11/20/2023

  Better Business Bureau,
  
  The consumer continues to claim an employee had to return due to parole being broken. The text messages simply show that there were only 3 men to begin with which DMS does not deny. As stated in our previous response, we cannot upload the time sheets for this move as it would reveal names of the consumer and the workers. However, we do have documented time sheets proving that there were, in fact, 5 men total on the job by the end of the day on July 11th. In addition, fatigue is natural for laborers after a long day of work. Fatigue of employees is not related to the DMS contract and the employees completed the job as agreed upon regardless. 
  DMS movers use dollies and walk boards during the moving process and have a toolbox at their disposal to take apart larger items if necessary. The consumer has stated that the DMS movers did not have proper equipment to lift heavy items. To what equipment the consumer is referring to, we do not know. DMS moved the consumers heavy items from one location to the next as agreed upon in the contract. Nowhere on the contract does DMS state what equipment is used to lift heavy items. The dispatch instructions provided by the salesman clearly states for the movers to bring tools and dollies, which they did, but this ticket is not given to or signed by the customer.
  The actual move did take longer than the original estimate resulting in a 7 pm end time. However, an estimate is an estimate and is subject to change. The customer signed and agreed to a flat rate for the move and was charged as such. All aspects of the contract were upheld. 
  
  Sincerely,
  
  DMS
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Marie Wohhagen 2523 Kingman Dr. Wilmington, DE 19810 302 438-4531 August 4, 2023 BBB 60 Reads Way New Castle, DE 19720 RE: Delaware Moving and Storage Dear BBB: I write about the deficient services of Delaware Moving and Storage (DMS) during two moves on June 8 and June 13, resulting in: damaged furniture and electronic equipment, damaged hardwood flooring, and the loss of thousands in jewelry. (A Police Report has been filed with the NCC Police Department) DMS was contracted for two moves with three experienced movers at a total cost of $195/hour. 6/8/23: DMS sent two experienced movers and one new/inexperienced mover, leading to inefficiency and additional time due to the on-the-job training required by the rookie. I contracted to pay for the movers’ time from their door to my home and back. Driving between DMS and my home is 15 miles (a 24 minute drive according to Google). He billed me for 1:35 coming to my home. During the move, a year-old flat-screen TV was damaged beyond repair (cracked screen, dented back). An oil painting canvas and a wooden piano bench were damaged due to inadequate care. DMS gave no advance notice that they could not safely move these items or that they would not be responsible for damage. 6/13/23: Included in this move was heavy furniture which was dragged through the hallway causing significant damage to the hardwood flooring (see picture attached). In response to my calls, DMS was dismissive and inadequate. They overcharged me for 1:35 hours for a 25 min. drive, at $195 per hour. When I complained about this extra time along with the piano bench, damaged oil painting, and broken, TV, (collectively over $700 of damage) DMS offered $184. Please investigate this matter and help me secure full compensation for broken items, and the damaged flooring. Thank you for your help in holding DMS accountable to their customers. Please let me know if you have any questions. Sincerely, Marie Wohlhagen

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩