Complaintsfor24/7 Logistic Services, LLC

• Initial Complaint

  06/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business has not attempted to correct this problem of missing items including prescription medications

  

  Business response

  06/04/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. All of our calls are recorded to ensure we are providing the correct information and proper assistance. Every customer that moves with us receives documentation with a list of items that you should not give any movers, in case there is a delay, damage, or missing items. Prescription medications is on this list.
  
  We received your email on 3/19/2024 at 1:49pm regarding an unsatisfactory move with us. Our customer service associate and management team reached out to you 3 times that same day from 1:50pm - 5:00pm trying to resolve your challenges. After the last attempt at 5:00pm you let us know you would reach out to us at a better time. On 3/22/204 one of our managers reached out to you and you let him know that your daughter would follow up at better time to discuss the challenges with the move. After no response, the same manager reached back out to you on 03/26/2024 asking if you or your daughter would like to discuss the move for resolution. At that time you let us know that you would be taking over again, and your conversation with the manager was actually more on the positive side, and how the positives outweighed the negatives with the move.
  
  We recommended the claims process through CSI multiple times and on 3/26/2024 we informed you that for any further resolution, you would have to go through the claims process with CSI. This was determined the best solution as the investigation for your missing boxes did not yield any items found. Our management team reached out to CSI today 6/4/2024 and it seems you have not started the process. We will send you another link to claims now, in case that would help. We have been extremely attentive and have provided solutions to your challenges since our first attempt at contact.
  
  Again, we are terribly sorry for any inconvenience or challenges you faced with your move. The claims group CSI is ready and willing to assist. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this ************** move our furniture on March 19, 2024 Several items on my inventory were not taken so we had to take some rather large items ourselves Upon delivery approximately 12 items were seriously broken. Driver and I took pictures and driver gave me information to file insurance claim. I tried to file claim via phone however they told me I needed to file on line claim. Advised that one of the items damaged was my computer and did not have any other access to file that way. After several calls they did agree to take down my information On April 9, 2024 did give the insurance carrier list of broken and stolen property. Also texted photos to them as well I still have not heard any response. Tried to call the manager of 24/7 Logistics, ***************************, to discuss the delay and he told me he couldnt help me. Also advised moving company of 3 items that were missing once delivery was made and we unpacked all. One item was a DeWalt battery operated drill along with box of drill bits and batter plus the charger. This item was in the garage and my husband was using thisduring the delivery. After the crew left my husband noticed all times were missing. Also missing items included to 10k gold high school class rings. One was my deceased Mothers, the other one was mine.

  

  Business response

  05/29/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  Everything at pickup on your itemized inventory was delivered. Of course, if you have any discrepancies, we ask you please contact us and we will be happy to help with any and all challenges. That being said, anything that was not loaded to be delivered or determined to be left at pickup, you were not charged for. Customers only pay for the space that they occupy on the truck.  
  
  We sincerely apologize for any damages that occurred during your move with us. We have customer service standing by and claims to handle any kind of challenges. Anything with your move that you are not satisfied with can be put on a claim for potential reimbursement. Please be aware, all calls with anyone at 24/7 Logistic Services are recorded. I see that you mentioned that CSI (claims group) would not help you as you could not access their online services, and then eventually they did offer assistance. Prior to you reaching out to CSI, when you first spoke on the phone with *****, he let you know that he would reach out to CSI to assist you. He did reach out to CSI and CSI did confirm they would accommodate your need for offline assistance. We are sorry for any inconvenience here, but please be aware it was all done the same day you reached out to us at 24/7 Logistic Services. At that time no missing items were discussed with anyone at 24/7 Logistic Services. 
  
  The next time you spoke with ***** was 5/22/2024, that day you informed ***** that CSI had not reached out to you in some time, and that you were missing a drill, drill bits, and drill battery. ***** let you know that he would immediately launch and investigation for your missing items and updated you as soon as he had any information. ***** also stated that he would reach out to CSI to get in contact with you and update you with where they are at in the process. It is confirmed that he did reach out to CSI the very next call. A few hours later this complaint was posted, now including missing rings that were not mentioned to ***** or anyone at 24/7 Logistic Services. ***** added the rings to the investigation, then reached out to you to make sure this was not posted in error. 
  
  Again, we are terribly sorry for any inconvenience or challenges you faced with your move. The claims group CSI is currently assisting you, as requested, and an investigation for your missing items is underway. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  05/30/2024

   
  Complaint: 21745137
  
  I am rejecting this response because:
  No response as to tools taken by delivery team.  Also Insurance claim keeps asking for information to be submitted on-line. Two of my 10k gold rings were listed on verbal claim that I had submitted.  My computer was broken in move and no other resources available to send documents requested. 
  Sincerely,
  
  **** And *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/29/24- Called 24/7 Logistics Services for a move quote. After I gave him my item list he gave me a quote. At that instant I told him I needed to call and get quotes from other companies and he assured me that I wouldn't be able to find a better price and that it would cause me a lot of headache and waste of time if I decide to call around for quotes Ms. ******** for time, I decided to sign with this company. The consultant, ********************* informed me that the required deposit was $745 which I paid on 4/29. He never discussed the cancellation policy which is a very important part of the contract. The only thing he pointed out was where to sign. And he gave me 2 dates of availability and he told me that someone would call me at a later date to confirm the final move date and time. On 4/30 I text ********************* asking him to confirm the move date as I needed this information to provide to the new owners as my house was already sold. He text back immediately and stated "Will do". A few days had passed and I still had no confirmed move date and time. He was aware that I wanted to schedule the move no later than May 8th. On May 2nd, I text ********************* for a move date, I did not get a response from him. I then called the phone number on their website numerous times and and no one answered the phone. At this point I felt like I had been scammed. On May 4th, I text ********************* again for a date and asked him was this a scam. That is when he finally responded and told me that someone from dispatch woyld be calling me. I dod not speak to dispatch until May 6th! After adding items to my list she then gave me a different quote that was $2,000 more than the original quote. At that time I told her I could not afford that and I needed to cancel. On 5/6 I emailed my request to cancel and requested a refund of my deposit. I was told by ******* that the deposit was not going to be refunded and that I should have read my contract! I was never able to confirm a move date! A refund is desired

  

  Business response

  05/14/2024

  Dear *******,
  
  We regret any inconvenience caused by the recent issues surrounding your move with us. We understand that there may have been misunderstandings, and we appreciate the opportunity to clarify the situation.
  
  As part of our standard process, we conduct a quality assurance call to ensure that all details regarding your move are accurate and to confirm the inventory. During this call, you informed us of additional items that were not initially included in the inventory list, which understandably impacted the overall cost of the shipment.
  
  We offered to proceed with the move as originally planned, with no additional cost for the items you added. However, we respect your decision to cancel the move due to budget constraints. We also made multiple attempts to reach out to you on the day of the call to address any concerns or questions you may have had.
  
  Regarding the cancellation policy, we want to reiterate that late cancellations fall under specific terms outlined in our agreement, which you confirmed understanding and agreed to electronically. This policy helps us manage resources effectively and ensure fairness to all our customers. Please note that according to our cancellation policy, moves canceled within 7 business days from the originally scheduled move date are not eligible for a refund.
  
  In an effort to resolve this matter amicably, we offered to reschedule your move at no extra charge, considering the circumstances. We understand your decision to maintain the cancellation, and we will honor our policy by providing a credit for a future move.
  
  Should you decide to proceed with a future move, please don't hesitate to reach out to us. We value your business and aim to provide the best service possible.
  
  Thank you for your understanding.
  
  
  Best regards,

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am seeking reimbursement for the total loss of 87 items that were stolen during the 41 mile move. I filed a claims form on October 14, 2023 with CSI but was denied reimbursement from the claims adjuster, ****************, due to *********, the supervisor, stating that all items were delivered. The items were never delivered to my residence and I have no idea why Ms. ********* was not forthcoming about the issue.I am a 61 year old disabled veteran who is on a fixed income and I have no money. I am seeking your assistance with my reimbursement so that I can replace these items. Any assistance you can provide would be most appreciated.Sincerely,*****************************

  

  Business response

  11/27/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count the boxes. It may not be the easiest task to complete notating all damaged items and that is why the customer has 9 months to file a claim, but that does give the customer the opportunity to check main items and count items to verify the quantity and notate missing items. At all times, if the mover refuses to allow the surveying of the items at delivery their behavior must be immediately reported to the main office even if by leaving a message after hours.

  Customers do not need to unpack boxes while the movers are still at the residence to verify missing items. Boxes should be counted and compared to the number of boxes listed on the inventory, and inspect the condition of the boxes to ensure no visible damage has occurred.

  A brief review of the inventory sheets reveals that the customer did not make any notations indicating any loss or damage to their goods as it is required to do at the time of delivery. When the customer contacted us, we immediately referred them to our claims company CSI to file a claim for loss, damage, delay, overcharge or complaint. The claim was analyzed according to our legal obligation.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  

  
  

  Customer response

  11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/16/23 spoke with ******************************* regarding needing a 26ft truck to move from ** to OK. He quoted a price and date was for 27/28th of July for pickup. stated same ppl pick it up and deliver the belongings they remain in the same truck. Delivery will be in 3 to 5 days of pick up. 7/24/23 ********* with dispatch calls wants to come 2 days early, stated was not really ready but guess I could try. stated QA will call following day in afternoon 7/25/23 ******** calls with QA i. HE states it is a *************************************************************************************** 3 to 5 business days. I did state the call and size of truck I requested as I had told both him and **************** do not know how to figure cubic ft. But do know I need a 26ft truck. ******** confirms I can not cancel move without losing my 2 thousand plus deposit. 7/26 movers come have to sign another contract. Called and spoke with *************************** regarding time frame of 7 to 15 days for delivery, $200 fee for pickup being moved up 2 days that I did not request, total moving fee being raised. no resoloution. Am told someone will call me 24 hours before delivery. Not all items fit in truck. Ask movers what size uhaul trailer I need, I get that size and still not all items fit and its way past closing for uhaul. 7/30/23 **** receive text stating movers will arrive between **** to 1pm on monday 7/31/23. One mover arrives dispatch promised him 2 helpers from local office. No one arrives to assist him. Couch is electrical recliner on each end and heavy.Even per mover himself couch is heavy. Show mover the rips he stated to call office. Who do I call, there is no one to speak to. They stated they would move all my items, that did not happen. They quoted one price and charged another even after I donated multiple things to cut down how much was moved. They charged me 200 when they requested to move the pick up date. They told me if I get my own packaging it will save, movers did not use it.

  

  Business response

  08/04/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of 176 pieces to ship which were estimated to take approximately **** cubic feet. The customer was informed and fully aware of ALL the charges on the Original Estimate which the customer signed and dated.

  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 07/26/2023 which also shows on the Original Estimate and Bill of Lading contract they signed. We completed the delivery on 07/31/23 which was just 3 business days from the pickup date. Everything that was agreed upon is in writing and it is the customers responsibility to verify all their needs are included in the original estimate.

  
  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the company within 9 months after the date the goods were delivered

  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID ******** when contacting CSI.

  Customer response

  08/04/2023

   
  Complaint: 20409759
  
  I am rejecting this response because:

   

  THe company called and changed the pick up date to the 26th and charged 200 and they damaged the sofa. I did reach out to everyone regarding the matter and have not received any acknowledgment until the letter that came via BBB. I have spoken to mulitple people and still when I try to call back after delivery there is no repsonse from anyone. So I stand by my claim
  
  Sincerely,
  
  ***********************

  

  Business response

  08/11/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the
  company within 9 months after the date the goods were delivered

  Our third party claims company, CSI, already registered the customer and is waiting for the customer to file a claim as required by law. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  Please feel free to contact CSI directly for any questions or concerns about your claim at ************ Mon-Fri 9AM-5PM EST, via email to ****************** or through their chat support at *******************.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter

• Initial Complaint

  07/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  24/7 Logistic Services initially quoted $4880 based on their examination of our household furniture and furnishing from the real estate listing online. This method was their idea. We agreed and paid the required deposit. They then had their quality control representative conduct a virtual walk through with me and revised their price to over $10,000.00. By this time we were perilously close to our moving date and had little time to change companies. We agreed to pay over $2,000 for their comprehensive packing option. The company called us a day early and said they had finished a job and wanted to start our packing a day early. We agreed to accommodate them. Three rude, overbearing men showed up and threw all our belongings randomly into boxes in an unparalleled hurry. We were charged for 7 wardrobes. None arrived. All clothing was thrown randomly into huge boxes, poorly labeled. Nothing was hung. All shoes were thrown together into a single box with hundreds of unmatched shoes belonging to different family members arriving for us to weed out. Damage was extensive. Ceramic statues thrown unwrapped in with metal cookware. Basically there was no packing, just random throwing of stuff into boxes. Dozens of items were never delivered at all. 7 out of 12 kitchen drawers were not packed and we had to bring the items with us. Full length mirror smashed. Large armoire crushed. We have filed a complaint with their insurance company. Yesterday we found out that months after our filing no progress has been made because the insurance company is waiting for documents from the company. So they not only were grossly negligent in moving us, they are now holding up any resolution or restitution.

  

  Business response

  07/21/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  
  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier
  access to supporting documents.

  
  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the company within 9 months after the date the goods were delivered

  
  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to CSI, our claims service provider, to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 05/01/23 in order to file a claim online and confirmed that the customer's claim is currently in progress and awaiting review.

  
  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  
  Revised Estimate:  Our sales representative are trained professionals who spend relentless hours to attempt to collect the necessary information from the customers so that they can not only offer an estimate that fits the customers budget, but also communicate their needs to dispatch office. Dispatch will attempt to prepare the routes to accommodate all shipments and their owners special needs. Unfortunately, we are dependent on the information provided by the customers and their ability to best describe their shipments, schedules, geographic conditions and budgets. This requires accuracy on both parties, customers and service providers. The final estimate happens on the day of the move where the household goods are loaded on the truck. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  07/26/2023

  I find it interesting that the Company is putting the ball back in my court insisting on resolution of the complaint I filed with their insurance company. I have completed all filing requirements imposed by the insurance company. I submitted detailed evidence of the damages, losses, negligent service we received. The insurance company says they cannot process my complaint further because they are waiting for documents from the Company. They requested the required documents from the Cpompany, but thus far the Company has not complied with the request. So here the Company has formed a perfect circle of negligence. They have completely mishandled my move and are now single handedly responsible for making sure my claim against them does not get processed. They created the situation and are now making sure I do not get compensated. Obviously unfair to the consumer.

  Customer response

  07/26/2023

   
  Complaint: 20345647
  
  I am rejecting this response because of the reasons enumerated in the response I sent just now.
  
  Sincerely,
  
  *************************************

  

  Business response

  07/31/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Claims ********************* (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company who determines the movers legal liability for household goods claims.

  We are already in contact with CSI and confirmed that the customer's claim is currently in progress and awaiting review. The claim will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  08/10/2023

  *************************************
  ************************
  **********, ** 19807
   
  Claim ID: ********
  Order / Job No: FL3752344
   
  Subject: Referral to Carrier Notice, Claim ID ******** (S/O # FL3752344)
  
  Dear *************************************,
  This is to inform you that we are unable to proceed with the handling of your claim with 24/7 Logistic Services LLC for the following reason(s):
  - Lack of Authorization
  
  Since we are unable to assist you any further, we must refer you back to 24/7 Logistic Services LLC for the handling of your claim.
  We apologize for the inconvenience and appreciate your understanding.
  
  Best ***************** **************** Dept.
  Obo ********************** LLC
  Phone: 77-CSI-CLAIM *************)
  Fax: ************
  This email and any attachments thereto, is intended only for the use of the addressee(s) named herein and may contain legally privileged and or confidential information. If you are not the intended recipient of this email, you are hereby notified that any dissemination, distribution or copying of this email, and or any attachments thereto, is strictly prohibited. If you have received this email in error, please notify me via return email or via telephone at ************ and permanently delete the original and any copy of the email and any printout thereof. 

  Customer response

  08/10/2023

  I just sent the latest correspondence I had from CSI - the company 24/7 Logistics stated that had the only authority to process our claim against 24/7 Logistics. The communication from CSI states that that company lacks authority to process our claim. So where are we. Neither the negligent moving company nor their claims processor has any authority and I am turning to yu to request that you investigate this situation. We had at least $5,000 worth of damages including missing items and nobody has any responsibility to address this situation? This cannot be the correct solution. I hope to hear from you further I will reprint CSIs communication below.

   

  Thank you for your assistance

   

  *************************************
  ************************
  **********, ** 19807
   
  Claim ID: ********
  Order / Job No: FL3752344
   
  Subject: Referral to Carrier Notice, Claim ID ******** (S/O # FL3752344)
  
  Dear *************************************,
  This is to inform you that we are unable to proceed with the handling of your claim with 24/7 Logistic Services LLC for the following reason(s):
  - Lack of Authorization
  
  Since we are unable to assist you any further, we must refer you back to 24/7 Logistic Services LLC for the handling of your claim.
  We apologize for the inconvenience and appreciate your understanding.
  
  Best ***************** **************** Dept.
  Obo ********************** LLC
  Phone: 77-CSI-CLAIM *************)
  Fax: ************
  This email and any attachments thereto, is intended only for the use of the addressee(s) named herein and may contain legally privileged and or confidential information. If you are not the intended recipient of this email, you are hereby notified that any dissemination, distribution or copying of this email, and or any attachments thereto, is strictly prohibited. If you have received this email in error, please notify me via return email or via telephone at ************ and permanently delete the original and any copy of the email and any printout thereof. 

  Customer response

  08/15/2023

   
  Complaint: 20345647
  
  I am rejecting this response because:

   

  I just sent the latest correspondence I had from CSI - the company 24/7 Logistics stated that had the only authority to process our claim against 24/7 Logistics. The communication from CSI states that that company lacks authority to process our claim. So where are we. Neither the negligent moving company nor their claims processor has any authority and I am turning to yu to request that you investigate this situation. We had at least $5,000 worth of damages including missing items and nobody has any responsibility to address this situation? This cannot be the correct solution. I hope to hear from you further I will reprint CSIs communication below.

   

  Thank you for your assistance

   

  *************************************
  ************************
  **********, ** 19807
   
  Claim ID: ********
  Order / Job No: FL3752344
   
  Subject: Referral to Carrier Notice, Claim ID ******** (S/O # FL3752344)
  
  Dear *************************************,
  This is to inform you that we are unable to proceed with the handling of your claim with 24/7 Logistic Services LLC for the following reason(s):
  - Lack of Authorization
  
  Since we are unable to assist you any further, we must refer you back to 24/7 Logistic Services LLC for the handling of your claim.
  We apologize for the inconvenience and appreciate your understanding.
  
  Best ***************** **************** Dept.
  Obo ********************** LLC
  Phone: 77-CSI-CLAIM *************)
  Fax: ************
  This email and any attachments thereto, is intended only for the use of the addressee(s) named herein and may contain legally privileged and or confidential information. If you are not the intended recipient of this email, you are hereby notified that any dissemination, distribution or copying of this email, and or any attachments thereto, is strictly prohibited. If you have received this email in error, please notify me via return email or via telephone at ************ and permanently delete the original and any copy of the email and any printout thereof.
  

  
  
  Sincerely,
  
  *************************************

  

  Business response

  08/18/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  
  We have contacted CSI to approve the claim and a settlement offer will be sent to the customer's email. We advise the customer to check their email and contact CSI if they have any questions regarding the settlement offer. They can contact their case manager at *************) ext 32 or reply directly to the email from CSI.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  08/22/2023

  I received a settlement offer from the companys carrier in the amount of $126 on a claim for an amount of over $5,000. The carriers stated reasons were either disingenuous, based on false premises, or lacking any applicability. 1. Most of their reasons were that we had not raised an objection at the time of delivery. This was obviously impossible because at the time of delivery we received 40 sealed boxes, We would have no way of knowing at that time what was missing (numerous items, many irreplaceable totaling over $1,000) or that many were broken.

  2. The carrier sated that we did not raise our concerns at the time of delivery. That is not the truth. We immediately pointed out the horrible condition of the boxes as we began opening them to the delivery few, 

  3. Additionally we notified the moving companythe salesman, the customer service representative and the quality control representative immediately and sent photographs of every item that was damaged immediately. Obviously we could not possibly know what items were never delivered until we had an opportunity to open all the boxes, That takes weeks. 

  4. We could not know until we had opened the sealed boxes that the moving company never supplied any wardrobes despite the fact that we were charged for seven of them. Our clothing was not hung in accordance with their stated intentions; rather it was thrown indiscriminately into random boxes, not hung, mixed with cookware, lamps and rugs. 

  Customer response

  08/22/2023

  I received a settlement offer from the companys carrier in the amount of $126 on a claim for an amount of over $5,000. The carriers stated reasons were either disingenuous, based on false premises, or lacking any applicability. 1. Most of their reasons were that we had not raised an objection at the time of delivery. This was obviously impossible because at the time of delivery we received 40 sealed boxes, We would have no way of knowing at that time what was missing (numerous items, many irreplaceable totaling over $1,000) or that many were broken.

  2. The carrier sated that we did not raise our concerns at the time of delivery. That is not the truth. We immediately pointed out the horrible condition of the boxes as we began opening them to the delivery few, 

  3. Additionally we notified the moving companythe salesman, the customer service representative and the quality control representative immediately and sent photographs of every item that was damaged immediately. Obviously we could not possibly know what items were never delivered until we had an opportunity to open all the boxes, That takes weeks. 

  4. We could not know until we had opened the sealed boxes that the moving company never supplied any wardrobes despite the fact that we were charged for seven of them. Our clothing was not hung in accordance with their stated intentions; rather it was thrown indiscriminately into random boxes, not hung, mixed with cookware, lamps and rugs. 

  Customer response

  08/22/2023

  I detailed the facts surrounding this response from the companys carrier in my email to you earlier today. Please reference the details in that email. The company insisted that I had to follow their claims procedures. I did exactly as requested and was offered $126 on a claim for damages that I substantiated thoroughly amounting to over $5000. My claim should never have been dismissed by BBB for all of the reasons detailed in my correspondence with you. I am hopeful you will look at all the evidence I have carefully assembled and presented to you. I welcome any questions or the opportunity to discuss further at any time.

  Customer response

  08/23/2023

   
  Complaint: 20345647
  
  I am rejecting this response because:

  I detailed the facts surrounding this response from the companys carrier in my email to you earlier today. Please reference the details in that email. The company insisted that I had to follow their claims procedures. I did exactly as requested and was offered $126 on a claim for damages that I substantiated thoroughly amounting to over $5000. My claim should never have been dismissed by BBB for all of the reasons detailed in my correspondence with you. I am hopeful you will look at all the evidence I have carefully assembled and presented to you. I welcome any questions or the opportunity to discuss further at any time.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6-29-23. company conducted a video walkthrough of our items to move. Company representative stated to both myself and my spouse that we under estimated the amount for the move. So they adjusted the quote and told us they added extra room that would will not need and would be refunded on after the move. Then when their workers show up, they tell us that they need to charge us for move room as they did not charge for enough. This adding more to the quote every time someone looked at our move is a scam. Was never shown a diagram of how many Cubic feet we used.2. Was told from the start that only 24/7 trucks and employees would be doing our move. This was not the case. They said that they were not brokers but would be the company handling our move. However, our move was brokered out to another company. No 24/7 truck or employee ever touched out move.3. Told the 24/7 that the location I was moving to was a downtown location and would not be able to handle a tractor trailer. They delivered in a tractor trailer even after telling us a pick up that the delivery would have been in a straight truck. They called us with less then 24 hour notice of delivery. They either required me to pay an extra **** for a shuttle service or reserve a half a block of parking for the truck.

  

  Business response

  07/14/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  
  Increase:   The customer provided the sales representative an inventory list consisting of 103 pieces to transport which was estimated to occupy approximately ************************************************************************************** require additional services which were not listed on the Estimate then the price will increase accordingly.

  Upon arrival to the origin the customer added 21 pieces more which increased the volume to ****. They also ordered packing services for their items. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their additional goods to which their signature attests. The customer instructed the movers to pack and load everything and that they would be responsible for payment for all services rendered.

  If customers DO NOT accept the new charges they have the following 3 options: Cancel the move the customers can decide to cancel the move and no additional charges will be imposed other than to pay for the services already rendered. Keep Original Estimate customers can decide to only ship the original items list (or the equivalent weight / space) and utilize the services originally ordered for no additional charge. Accept the Revised Estimate customers can accept the newly revised estimate listing the additional items and services now requested and complete the move.

  Shuttle Service:   A shuttle service is required when a tractor trailer is unable to access the residence at origin or destination allowing the completion of the pick up or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move.  We cannot promise what truck will be used during delivery unless a *********************** was paid for.  There was no access for a semi-delivery that is why a shuttle service was required.  It is an additional work for the delivery workers to unload the trailer truck, move it to the shuttle and unload it again but it was required to complete the delivery.  

  The Dedicated Truck Service is a service where the truck and crew are dedicated to serving one single shipment. This means that regardless of the size of the shipment, the customer would have to pay for occupying an entire truck and crew for their one single shipment. The costs of labor and transportation will not be shared with anyone. This makes the cost of transportation much more expensive. Since most shipments sizes are less than the truck.

  Use of Agents / Carriers:   Per our applicable tariff and the terms in the Bill of Lading, in order to meet the scheduling requirements or customers, we are entitled to use the services of other carriers/agents to assist with portions of the move. We did have another agent(s) who assisted so the customer could get their items as timely as possible.

  24 Hour Notice of Arrival:   We require that customers are available an entire day for the arrival of the truck as its time of arrival is dependent on many elements such as road, weather and mechanical conditions which are beyond our control.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Estimated quote was on cubic feet for move. Specifics such as pictures and verbal confirmation such as 6 ft couches- which rep ***** cubic size as HALF what they were now that I had them properly measured Approximately 60% was underestimated in order to beat my other quote. When QA called to do video walkthrough- which clearly should have been done in first place and finding out 72 hours before move it will cost much much more. Bait and Switch

  

  Business response

  07/12/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  A Binding estimate is an estimate which is binding on both the customers and the carriers whether based on cubic feet or weight. Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. Binding estimates if based on weight do not require a weight ticket and will not change according to the weight of the shipment regardless of the result of the weighing. The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate. For example, if the original service order changes and more items and / or more services are requested to be shipped or performed by the movers, then a new Revised Binding Estimate must be issued to include the new charges resulting from the added items and services. The revising of an estimate must be due to a change of order which results in a change of charges. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their electronic signature attests.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They went up on my price 2 days before the move and then again when the movers came almost $2000 more than my original quote. Then I have damaged and missing items and the customer service lady or the sales guy dont want to give you the information for the insurance claim

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This moving company added additional fees and hidden charges every step of the process. There was an initial intense assessment of all my items. Then a second assessment. Then when they arrived a third. Each time $1,500 - $3,000 was added. Despite using video to access the inventory and all aspects of my home, they upcharged for steps (At the initial assessment I paid the additional fee for an extra flight of stairs but because my stairs have 15 steps instead of 14, which was discussed with the sales rep during the initial assessment, they charged me an additional $75- so $150 for 15 steps). They charged me for tape and shrink wrap, despite me paying the additional fees for pictures, mirrors, mattress and other furniture. I paid $500 for packing materials. Why was tape and shrink wrap not included or ever mentioned that this was an additional charge. The cubic feet I would need increased every call, I never added items and they saw the items via video. I was told storage was $399/month, at pick up I was told it would be over $600. When I questioned all these additional charges and why they were not told to me on the previous assessments and estimates, the movers would only say "then cancel" "Now I am not in the mood to move you" and "we could discuss this but then I wouldn't have time to move you". It is a scam. My house was sold, the new owners were taking possession, I had no other options. They prey on the fact that you can not find another mover in such short notice. They prey on women. They rush all the paperwork so you can't read it and tell you if you don't sign the price will go up and they may not have time to move you. They have you hostage. It's dishonest and a total scam.

  

  Business response

  06/21/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  The customer provided the sales representative an inventory list consisting of 106 pieces to transport which was estimated to occupy approximately 799 cf. (**** lbs). It states in the Estimate that should the customer add additional items or require additional services which were not listed on the Estimate then the price will increase accordingly.
  
  Upon arrival to the origin the customer added 114 pieces which increased the volume to **** cf. They also ordered additional services for their items. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their additional goods to which their signature attests. The customer instructed the movers to pack and load everything and that they would be responsible for payment for all services rendered.
  
  Discount Provided: Per the signed Bill of Lading the customer was provided with a discount in the amount of $1000 which was deducted from the total move charge.

  All customers are instructed in advance that all items are to be disassembled and packed for safe transportation. If items are left loose and are not properly packed, the carrier will either refuse the acceptance of such items for shipping or offer packing services for additional charge. Our estimate clearly states that no packing materials and labor are included unless it is specifically requested and is included for a specific charge on the estimate. The only thing that is included is the blanket wrapping of furniture for free.

  A Stairs charge applies when the walk up from ground floor to the residence door is more than one flight of stairs or 7 steps. This charge is applicable per our operating tariff and is meant to cover for the cost of the extra labor associated with having to carry the goods upstairs resulting in excessive number of hours required to complete the delivery or pick up of goods.

  We regret the customer had to sustain such unacceptable behavior of our ******* and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 06/21/2023 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID ******** when contacting CSI.

*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. ↩