Complaintsfor24/7 Logistic Services, LLC

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  24/7 Logistics Services was contracted to relocated contents of houase from *********** to **********. Large Antique Glass Mirror that measures was not packed properly even though packing materials were purchased from mover and mover guaranteed packing. Driver took pictures of damaged items. Mover's were 4 hours late, did not estimate resources corrected and sent two men to move the entire contents. They had to come back the next day to finish. This delayed our exit and travel. CSI claims services is uselss.Requesting compensation to repair broken mirror.

  

  Business response

  06/07/2023

  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 offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 156 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.

  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. The shipment was delivered on 12/18/2022 in (Valencia/CA).

  Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed in agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service.

  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

  06/11/2023

   
  Complaint: 20097248
  
  I am rejecting this response because:

   24/7 Logistics did not fulfill their obligation in packing a fragile antique mirror. Packing materials were purchased from 24x7 which they did not use. This and the negligent action by the movers resulted in the damages. I am requesting that 24x7 compensate me for cost to repair the mirror in the amount of $904.10. The etching in the mirror could not be reproduced due to the age and specialized craftsmanship however a solution could be provided by the ************ (see attached).  I will continue to post reviews of this unfortunate incident until this matter is resolved to my satisfaction. 

   In addition, they coordinated the relocation of two vehicles through a their vendor. The day of pickup the transport company raised the price by $1400.00. A deceptive business practice to say the lease. None of this seems to be regulated.

   

  Sincerely,
  
  P Lo

  

  Business response

  06/21/2023

  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 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 01/04/2023 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  Per federal regulations, the carrier must offer two levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower. The 60 Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of charge. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of the ir shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. We offer customers the free of charge coverage of $**** per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $**** per lb. per article as it is free of charge and helps keeping the move costs lower

  The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation. The claim was received, analyzed and compensation was offered based on our legal liability and within the time frame allowed by law. The customer was offered a Final settlement for $30.00 based on our legal liability of **** cents per pound per article. For further assistance with filing claims you may contact CSI directly at ************ or online 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.

  Customer response

  06/27/2023

   
  Complaint: 20097248
  
  I am rejecting this response because I previously submitted the invoice to CSI for the repair of the mirror. I will however re-submit. This issue will not be closed until reimbursement is obtained. 
  
  Sincerely,
  
  *************

  Customer response

  06/30/2023

   
  Complaint: 20097248
  
  I am rejecting this response because:

   

  see attached copy of mirror invoice.
  
  Sincerely,
  
  *************

  

  Business response

  07/12/2023

  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 federal regulations, the carrier must offer two levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower. The 60 Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of charge. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of their shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. We offer customers the free of charge coverage of $**** per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $**** per lb. per article as it is free of charge and helps keeping the move costs lower. The customer had chosen the **** cents per pound per article to which his signature attests.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 01/04/2023 to file a claim online. The claim was received, analyzed and compensation was offered based on our legal liability and within the time frame allowed by law. The customer was offered a Final settlement for $30.00 based on our legal liability of **** cents per pound per article. For further assistance with filing claims you may contact CSI directly at ************ or online 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.

   

  Customer response

  07/12/2023

   
  Complaint: 20097248
  
  I am rejecting this response because 24/7 Logistics was negligent by not using the appropriate and recommended packing material I purchased from them. In addition, care was not taken in moving the mirror resulting in the damage. The delivery truck driver documented the damage when unpacking. I am requesting reimbursement for the repair of the mirror in the amount of $904.10. I will continue to post negative reviews of 24/7 Logistics on all social media and websites until I am reimbursed.

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have supporting email and text communications as well. Lack of repair or replacement of damaged items.

  

  Business response

  05/17/2023

  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 offer customers the free of charge coverage of $**** per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of their shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. Most customers do choose the $**** per lb. per article as it is free of charge and helps keeping the move costs lower

  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 10/24/2022 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. The claim was processed and analyzed under the legal liability of **** cents per pound per article, the customer was offered a Settlement offer for $12.00 on 02/10/2023, only offering compensation for 1 damaged item since the customer provided photos not sufficient enough to show actual damage but rather the misalignment or mistuning of the article's which occurs in the normal course of the shipment.

  The customer was referred to our claims service provider CSI to file a proper dispute and provide additional information for her claim. The customer's claim got reopened on 05/17/2023 for the customer to file her dispute. Once the information is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability of **** cents per pound per article and within the time frame allowed by law.

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

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company I am with moved headquarters from ************* to ****** in January of 2023. We used 24/7 Logistics to help us with our move because their quote was the most reasonable and because of assurances that we would figure something out regarding me only having access to my company credit card and not my company bank accounts.Essentially everything was fine for the initial sales call with ******* - he assured me on a recorded line that we could work something out regarding payment. I was assured again when the ** call happened to determine how many trucks and people would be needed for our move.Then, when it came time for delivery, I was told there was no flexibility for using my company card. In fact, I was able to figure out how to wire money for a delivery. Then the day of delivery there was an unexpected shuttle cost. I ended up having to use $3400 of my own money (that I did not have) to make sure my stuff would be delivered. I asked what would happen if I couldnt pay today and was told it would be put back into storage. I really dont think you want that to happen. There were false assurances and surprise charges across the entire experience. The original quote was for $13000 and it cost me roughly $27000. Id like the ******************** to request the recorded phone calls.

  

  Business response

  02/15/2023

  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  which were estimated to take approximately (**** cf) ***** lbs. At origin, the customer requested to ship ***** cf). This resulted in INCREASE the number that they divulged to our estimator.

  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 signature attests.

  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.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 02/15/2023 to file a claim online. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID 609- 2974 when contacting CSI.

  Customer response

  02/15/2023

   
  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.
  

  I will never use the services of this company again and will recommend others avoid them, as well, but frankly, Id like to be through with them.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid December I requested a quote on moving my household goods from ******* to *******. I receved a quote from 24/7 from a well spoken, very friendly person by the name of *****. His sales pitch was good... In January when I was ready I called them back. They quoted me $4797.50 for the move. I felt this was fair, so I made arrangements for them to pick up the furniture, and made a deposit of $1199.38.They were scheduled to pick up the furniture on January 9. On January 7 they called and wanted to pick up the furniture on January 8, so I made arrangements.When the movers arrived they said there was more there than was quoted for, so they wanted to adjust the price. They were willing to load the things and haul them to *******, but the price would be different. I felt uncomfortable with this idea, so asked for the new amount. They said $8494.37. When I asked what the extra charges were for, they sent pictures of things, like a calendar hanging on the wall, etc. ********* said the chairs were oversized, etc. At that point I said lets call the whole thing off. ********* became quite hostile and threatened to withhold the deposit. I called the driver and advised him to leave. The driver agreed, and left. At that point I looked at their complaint history with BBB, and it is quite apparent this company does this on a regular basis. My bad for not looking them up FIRST. I honestly feel the public should be aware of what this company is doing. Later, speaking with *********, she was threatening to keep my deposit. There was much interact

  

  Business response

  01/11/2023

  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.

  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 customer provided the sales representative an inventory list consisting of 51 pieces to transport which was estimated to occupy approximately 676 cu ft of volume inside the truck. It clearly 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. The customer signed the Estimate in agreement to these terms. 
  
  Upon arrival to the origin the customer added many pieces which increased the volume substantially. They had a closet full of items that they had omitted for their initial quote, items still hanging on the walls, additional large exercise equipment, lamps and other items unpacked which needed packing. In addition, some of the customer's items were larger than the normal, standard sizes, which of course, occupies more volume as well.  These are the reasons that the order for the move and the price increased unexpectedly - both for the customer and for us. 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 new binding estimate which automatically cancels any previous estimates. The customer was provided a quote for how much the increase in the cost would be and refused to sign any documentation agreeing to the changes.  They did have the choice to have our crew move only enough items to occupy the original 676 cu ft of volume reserved, but they CHOSE to cancel the move. 

  Per the cancellation policy, as it appears on our estimate before and after booking the move, to which the customer has agreed and signed, the customer must notify us a minimum of 7 business days ahead of the move date for a partial refund. It details it very clearly that if the customer cancels after the arrival of the movers to the origin then the deposit will not be refunded. If the customer fails to notify us according to the cancellation policy, our agreement clearly states that they may forfeit the deposit. Since the customer has failed to notify us of any changes to their schedule or that they wish to cancel the services, we must maintain our position in this matter.

   

  As per our applicable tariff and the terms and conditions on the governing bill of lading, all services rendered up to the point of cancellation of services must be paid for in full and will be deducted directly from the deposit paid by the customer. Since the service was canceled due to a change of order made by the customer and resulting in additional charges after the truck and crew were already dispatched to the pickup location, tolls and gas has been paid for; the van and crew have already spent time at the customer.

  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

  04/19/2023

   
  Complaint: 18719234
  
  I am rejecting this response because:

   

  In response I would like to say 24/7 Logistics provided me with a quote over the phone. I accepted that quote, and they required a deposit immediately. Sorry to say I did not do my due diligence, and check their history with BBB. When they arrived to pick up my furniture, they almost doubled the ************* is a busy time, since I had numerous other quotes around the same price, I decided to cancel the order. The reason I went with 24/7 was the person on the other end seemed so sincere and honest. It appears, since reading the numerous other complaints, that this is a finely tuned Con game to bait and switch. 

  
  

  When people contract to move, it is a very busy time indeed. To angle of getting their foot in the door with a low price, just to markedly increase the price at the last minute has to be fraud. Their cleverly written contract enables them to bait and switch the public. Their record shows they are doing this repeatedly with impunity. 

  
  

  They have a captive market, all I can say is buyer beware. ******* is full of elderly, disabled people they are taking advantage of over and over. A cursory review of their recent complaints tells the entire story. 

  
  

  *****************

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

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 9/8/21 Paid: $24,630.00 Business Committed: To move household goods from ******* to ******* Nature of Dispute: Charges for services that were not supplied Business Resolution: It took time to list everything in a claim, and took months for the business to respond/and their claim service after the dispute.S/O: #IL3669740 with 24/7 Logistics Services I don't want an apology for services unrendered, I'd like a refund. The fact is I paid for services I didn't receive should be a no brainer. And, I even called 24/7 in the middle of my move and spoke to them about what was happening....but, I was told they were sorry and to document to their insurance service, CSI. It seems most people have had the same experience with 24/7 as myself. Unfortunately, I had to call the local police department due to their Craigs List hires. I did have lots of breakage due to unprofessional packing and the unprofessional handling of my items. I'm sorry 24/7 feels it necessary to lie to customers about their contracted untrained help which were supposed to be employees. It's a shame you do not stand behind what is said on your website. I think the BBB should reduce 24/7's rating or advise against using them at all. There doesn't seem to be any resolution offered by 24/7 ever...just an apology and reference of what they are liable for as an explanation. So they pulled one over on yet another customer. I've heard horror stories from many people moving lately, but 24/7 Logistic Services are by far the worst. Major disappointment, ****** learned, I'm sure the social media platforms will love this story. Beware of this company, they don't understand the meaning of the word professional.

  

  Business response

  12/14/2022

  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 offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 16 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.
  
  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.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 03/09/2022 to file a claim online. The claim was received and analyzed in the order it was received and compensation was offered based on our legal liability of 60 cents per pound per article and within the time frame allowed by law. The customer signed a release form agreeing to complete satistaction and discharging 24/7 Logistics Services LLC and its agents from any and all future claims, lawsuits, complaints of whatsoever nature. This release particularly refers to the transportation of Household Goods. 
  
  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

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business is charging me $4,000 more than the agreed upon price because of factors they refused to bring up. They knew my address for weeks, and are now attempting to charge a shuttle fee for my items because of my street not being a "through" street. A day before arrival. They consolidated my load without advising me that they would do this, allowed my deposit before even providing the contract explaining this. They charged for more space, even though the space of my unit was advised and agreed to. They delayed my delivery because they loaded on an 18 wheel truck versus taking it in the truck they picked up my load in. They did not disclose this change of truck, and unloading/reloading my items to me at the time of discussion and signing/deposit.

  

  Business response

  12/07/2022

  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 Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the mov per federal regulations and the carriers (movers) applicable tariff. There was no additional cubic feet, and the entire breakdown of the customer payment was given to them with their signed Bill of Lading.
  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. 
  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.
  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

  12/08/2022

   
  Complaint: 18452935
  
  I am rejecting this response because:

  The bill of lading was forced upon me to "keep the process moving" without the time given needed for me to read it all. Additionally, the agreed upon cubic feet was supposed to be based on a storage unit of 10x25 feet at 90% capacity. Due to their lack calculations on a simple shape, they underestimated the size and had to charge me more. The storage, timing, and extra expenses for needing to schedule a shuttle service was never discussed in order to obtain my business. Only hidden in the terms after my products were in their possession, and therefore leaving me unable to seek a cheaper option. Any explanations given are not an excuse for these unfair business practices. 

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

  

  Business response

  12/12/2022

  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.
  The movers should not demand a signature at the time of delivery before unloading the shipment. They should only collect the payment for services and allow the customer to check the inventories and notate the condition of items when received. If movers demand signatures at time of delivery before the unloading of the shipment from the truck, the customer should document that fact while signing and must report it immediately to the company even if by leaving a message after hours. Such matters are handled by management directly with the crew. Thank you for reporting the incident as it allows us to better our quality control.
  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 22 Items/276 pieces to ship which were estimated to take approximately **** cf. (***** lbs) At origin, the customer requested to ship **** cf. ****** lbs). There was no increase for the cubic feet as claimed by the customer. However there were additional charges such as packing, materials and labor also for long carry and shuttle services.
  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 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

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently moved out of state and I hired 24/7 Logistic Services to move my stuff to my new house. When I talked to the person on the phone he gave me the price of how much it would be, but once the movers came all of a sudden there where more charges they needed to charge me, when I specifically stated I just wanted on 26' moving truck filled up, but when the movers came all of a sudden then stated they needed to bring another truck because it was to much work to load everything up into one truck and than they had to charge me packing because as they stated space mattered so they had to charge extra for that. They knew I was in a bind as I needed to move that day, so I had to go ahead with their extra charges. My problem is that they lost some of my boxes and broke some of my items. My dresser that they wrapped up was broken when I unwrapped it and I am missing any boxes and they wont do anything about it. They have you file a claim through their insurance but now they are denying my claim stating that I signed upon delivery service stating everything was delivered when I told them I wasn't sure everything was here when they unloaded the truck. Which was just one truck when they delivered my items instead of the two trucks they had to have upon loading my items. I want a partial refund. They swindled more money out of me I didn't have, lost my stuff and broke others not to mention when I got my stuff back it had rat f**** on the boxes from where they had it stored. They are refusing to compensate me. I would like a refund my items they lost and broke and a refund on the extra charges. I have had a horrible experience with them. Their movers hardly did anything, took breaks often and where lazy and now the company is trying to get out compensating me, even to have them review my case has taken them almost 3 months to look at and now deny, stating it's not their problem. I'm tired of if I want my money back! I would like to get back at least $4,600.00

  

  Business response

  11/02/2022

  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.
  
  Our crew is not in a position to assume all items are to be moved, especially if the list on the estimate they have in hand is substantially different. They will start off by loading the items they were able to identify from their list unless they were informed by the customer that they have a change of order and will need more items to be loaded. At that point, the movers will cease loading and will issue a revised estimate to include the additional items now required to be moved.
  
  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 signature attests.
  
  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.
  
  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into the residence, they still need the customer to sign the documents which are 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. Damages can later be documented by supporting pictures. 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.
  
  Per the Bill of Lading governing the customer's move, the customer chose to release their goods to the carrier under the limited liability coverage of 60 cents per lb. per article. Under this choice of coverage, the carrier`s legal liability for loss or damage is limited to 60 cents per lb. per article and will only apply when the loss or damage claim is determined to be due to the carrier`s negligence or mishandling of the customer's goods. This coverage was provided to the customer free of charge as required by federal regulations and allowed them to enjoy lower rates for their move. The customer had the opportunity to select the Full Value (Replacement) Protection at an additional cost but elected to decline the additional coverage and costs related to it.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 08/19/2022 to file a claim online. The claim was received and analyzed in the order it was received and compensation was offered based on our legal liability of 60 cents per pound and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online 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.

  Customer response

  11/02/2022

   
  Complaint: 18328348
  
  I am rejecting this response because: They never explained anything regarding additional charges that *** occur upon pick up and delivery. When I called to set up pick up, the rep I talked to even stated they don't charge extra when they come pick up that what is stated on the estimate is what I would be paying. I specifically stated I wanted to fill up a 26' moving truck and made sure they added the extra poundage on the estimate to make sure, instead I got extra charges that the mover stated I had to take or they could leave, and I needed to be out of the house that day. So they forced me to take the additional charges. Not to mention they stated they had to charge extra for the boxes THEY needed to use taking my stuff out and putting it into their boxes stating that they had to because of space using larger boxes and charging me more. As to my broken items, that did occur because of their movers because it was fine before it left as I had just emptied my clothes out that morning but when I got my dresser back after I unwrapped my dresser that they had wrapped and moved the drawers where broken and its not the track they are broken I have to get a new dresser! as for the coverage the mover when I signed for the pickup of my items stated that the full coverage wasn't an option! As for the drop off of my items they driver didn't want to wait around for me to "count" my boxes to make sure all was there. I tried to go through as they where unloading but once everything was heaped into a pile in the house they where ready to go and I even stated I wasn't sure everything was there. They said just sign and submit a claim through the office, they would handle it. Which i did submit a claim and it took almost 3 months for them to look at my claim stating that it wasn't their problem they are going to pay for anything, they where going to pay for the over charge or my missing and broken items. They said it wasn't their problem so yes I am unhappy with their service. If they didn't want people t submit claims against them for loosing or breaking their items they should keep peoples belonging in their warehouse for months before delivering, it would cut down on claims since I now know they use that time to go through people belonging and take what they want! and than say it's not their problem when people report it missing. I should have know there would be an issue trying to resolve this as I was almost 400th in line of claims again them. that should tell you something about the way they do business. I want a refund of $4,600!
  Sincerely,
  
  *****************

  

  Business response

  11/22/2022

  Please find attached the carrier's feedback to Case ID ******** - ***************** - 247 Logistic Services LLC

  Customer response

  11/22/2022

   
  Complaint: 18328348
  
  I am rejecting this response because: Than I guess be prepared to be sued, I won't any problems finding others to join in on it, as everywhere you look that are people that have gone through exactly what you have done to me. You know people are in a bind and you take advantage of that, you find ways to exploit them and charge extra for things not needed. not only did you charge extra but when my stuff was dropped off in only one truck when I was charged for 2 trucks but it wasn't even full, so how does that give you the right to over charge someone like that. You guys are nothing but scammers, you steal from costumers and say that you are right and the customers are wrong, not any more!
  
  Sincerely,
  
  *****************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *Hired 24/7 movers to relocate me March 16th 2022. That is order #Job FL3701624 *Total paid to the movers for services: $9,838.44 for them to relocate household items from ** to WI (their commitment)*Dispute - they broke numerous items and do not want to play replacement value.*Dispute - they misled about their staff. Told me they were in house employees yet hired people from ******* list.*Dispute - when filing the claim, they went about personal victim blaming me for not getting additional insurance when I was told I wouldn't need it in the first place *Dispute - gaslighting when told the items that they broke, were not the value represent (i.e., saying I lied)*Dispute - their delivery persons breaking things in my house and them not even offering compensation for that since it wasn't on the relocation papers (which I never received a final ************* of)*Dispute - last minute up charging of services when they knew I had no time to re hire a different company. Original quote was based on a measure of 'full truck', so how could an already full truck get more full? *Dispute - they unloaded and loaded our items onto a different truck from the one they picked our stuff up in. This was never disclosed as part of their moving process so who knows what might have never made it back onto the truck. I know boxes were delivered upside down, and fragile marked boxes had larger boxes stacked on top of ************ were absolutely disregarding contents when delivering.*Dispute - I provided them a full list of damaged goods, and grievances, and all they came back with was 128 dollars for damages of over 8k worth of furniture and media if we were looking at full replacement costs, and zero placed on the grievances of them being misleading in their staff, their services, and add on prices. *Dispute - initial resolution conversations were diplomatic, currently degraded on their side to victim blaming/shaming and gaslighting and them hanging up on me.

  

  Business response

  10/26/2022

  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 the Bill of Lading governing the customer's move, the customer chose to release their goods to the carrier under the limited liability coverage of 60 cents per lb. per article to which their signature attests. Under this choice of coverage, the carrier's legal liability for loss or damage is limited to the 60 cents per lb. per article and will only apply when the loss or damage claimed is determined to be due to the carrier's negligence or mishandling of the customer's goods.This coverage was provided to the customer free of charge as required by federal regulations and allowed them to enjoy lower rates for their move. The customer had the opportunity to select the Full Value (Replacement) Protection at an additional cost but elected to decline the additional coverage and costs related to it.
  
  Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of the ir shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law.  The customer was sent login information on 06/21/2022 to file a claim online. Once the claim was received it was analyzed in the order it was received and compensation was offered based on our legal liability and within the time frame allowed by law.
  
  Customer was offered a total settlement for $128.74 based on our legal liability at 60 cents per pound. For further assistance with filing claims you may contact CSI directly at ************ or online 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.

  Customer response

  10/27/2022

   
  Complaint: 18295572
  
  I am rejecting this response because: I was told I did not need additional insurance for my items, which could have counterbalanced their pitiful amount. Their amount isn't even based on accurate weights of items which I verbally mentioned to *****, the person from 24/7 I was in discussions with. None of the weights are appropriate. This doesn't take into consideration the personal property that their un-bonded, hired off of ********** movers did while bringing items into my house. And it doesn't explain why a full load isn't a full load, why the costs increased when my back was against the wall. It takes out the human component as well, the losses of personal data on hard drives, the mental and emotional stress of dealing with all of their lies and misrepresentations of their services. If they are not going to reach a reasonable reimbursement for ALL of these items, not just their inaccurate weight allotments, then I will have to seek legal representation. 

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

  

  Business response

  10/31/2022

  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 offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 8 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.
  
  Per the Bill of Lading governing the customer's move, the customer chose to release their goods to the carrier under the limited liability coverage of 60 cents per lb. per article to which their signature attests. Under this choice of coverage, the carrier`s legal liability for loss or damage is limited to the 60 cents per lb. per article and will only apply when the loss or damage claimed is determined to be due to the carrier`s negligence or mishandling of the customer's goods.This coverage was provided to the customer free of charge as required by federal regulations and allowed them to enjoy lower rates for their move. The customer had the opportunity to select the Full Value (Replacement) Protection at an additional cost but elected to decline the additional coverage and costs related to it.
  
  Per the agreement signed by the customer in case of damage, loss, overcharge, delay or grievance during the move, the customer must file a claim with the carrier in order to be compensated based on their liability. We would like to respectfully remind you that this interstate move and the claim are governed by Federal Regulations, which supersede all state and local regulations. You may find the information to support this by researching 49 CFR ***** through ***** and by reviewing the ******* Amendment. CSI has reviewed the claim as required by Federal Regulations and followed all claim guidelines when making the determination for each item and in conjunction with the contractual agreement made between the customer and the movers.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on xx/xx/xx to file a claim online. The claim was received and analyzed under the liability of 60 cents per pound per article, it was received and the customer was offered a settlement for $128.74 based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online at ******************

  Customer response

  11/02/2022

   
  Complaint: 18295572
  
  I am rejecting this response because: The outlined legal jargon does NOT compensate for the business LYING to me about using their own employees for the move. That alone could have been a factor in why our property was mishandled and damaged. It does NOT compensate for the damages to the house by their 'hired from ********** and not their own employees' scenario. It doesn't cover or compensate for them TELLING ME VERBALLY on the phone during my initial contact with them that I did NOT NEED MY OWN INSURANCE. So I waived that option. It does NOT compensate for them NOT DISCLOSING they would unload our goods from the loaded truck into God KNOWS where, and back into another truck. I still would love to know how GRASS got INTO a dresser. NONE of that is represented in their documents because, why would it? 

  The "Business" Really should listen to their recorded conversations during these initial phone calls and it will 100% confirm my statements around what I ASKED them, and what they lied to me about, which was what I made my decision on to hire them in the first place. Had they NOT been misleading about their employees, the insurance aspect, and original quote then we wouldn't have an issue because I wouldn't have hired them.  Full stop. They lied, they misled me to believe their company was fully staffed with their own drivers and handlers, they omitted disclosure around storage and 3rd party hires. For that alone I should be refunded IN FULL at this point. 
  
  They need to listen to their recorded calls, or an attorney will be listening to mine. 

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

• Initial Complaint

  10/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In August I contacted 24 seven logistics in regards to my move to *********** *************. I talked to ***** and we did an inventory of my belongings. Including the items in the garage , and he quoted me $3084 I paid $1000 down.. I was contacted in October to finalize my move and we did a virtual inventory. The only difference in this inventory was I added a headboard and a footboard. The first quote had 30 boxes the virtual inventory only had approximately 20 boxes or less. I was quoted $ ****. Theres no way the price shouldve jumped $800 . I asked them why the extra $800-$1000 they claimed it was based on cubic feet.. so theyre implying that a headboard and footboard takes up more space then 10 boxes smh . Once they have you loaded they have you in a catch 22 either pay the additional thousand or pay to have it unloaded *** find someone else. This company should be reported and I should be compensated for the extra dollars that they stole from me.

  

  Business response

  10/21/2022

  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. Weighing shipments and adjustment of charges accordingly is only an option with a non-binding 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.
  

  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.
  
  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

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  24 Logistics contacted me because they saw they we were searching for long distance moversin Consumer Affairs. I was hesitant since we already had identified a mover but the rep assured me that he will always be available and honest with pricing. Turns out that once I signed contract, I never heard back and his estimate via video was way off. He quoted our move in July to be about **** to **** cubic ft and $16k. We had 7 days prior to move date to cancel and he said someone will reach out to check in a week before on our packing. We were contacted by someone after day 7, so we cant cancel without penalty. And then he made us do another video walkthrough and re-estimated us at about **** cubic ft, which amounts to around $21k to $22k. on moving day, the mover told me that it is now **** cubic ft. Our lease expires 2 days later so we had no choice. The were stacking boxes on top of fragile stuff. They were also suppose to disassemble furniture but they did not, had 2 sit stand desks that they didnt bother. Just wrapped up. We purchased 4 wardrobe boxes for my husbands suits for them to pack. They just dumped the suits in and we paid extra for hanging and instead they were all wrinkled. They were putting tape on wood furniture. The list goes on but there were 5 movers and my husband and I couldnt keep eye on everything. Finally our total came to around $24k. So they packed on 7/13 and arrive on 9/9. ****** wanted $2700 more, said he cannot get truck into my street because there is a roundabout, I told him to go over grass, he refused. He rented UHaul and Made contract movers move twice, movers also said he totally could have gotten truck on street. Movers were tired and started just throwing our stuff in, they didnt assemble furniture correctly, and we found mice inside sofa! Also we were not at **** cubic ft, at most **** to ****, driver told movers to pack 2nd truckload loosely when he saw I took pics of uhaul for 1st load & doing the math.

  

  Business response

  10/21/2022

  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. Weighing shipments and adjustment of charges accordingly is only an option with a non-binding estimate.

  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. That is included in the original estimate in the additional charges.

  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.
  
  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

  10/24/2022

   
  Complaint: 18198018
  
  I am rejecting this response because:

  1) We did not add or change any items in the original estimate. Your company revised the estimate to **** cubic ft. based on a 2nd video walkthrough at which point if we cancelled, we would incur a 25% fee.  There was no option to cancel without a fee.  Upon arrival, day of move, the ******* changed the estimated to **** cubic ft, we had to sign paper before they would move.  We were told that we would only pay for actual cubic ft.  Movers closed the truck before we can look.  Again we were told we would only pay for actual cubic ft on arrival.  We checked and it was not more than **** to **** cubic ft. So this is fraudulent.  We were forced to pay or we will not get our stuff.  Max ***** truck space is **** cubic ft, and he did 2 trips and the 2nd load was not full, so how can it be **** cubic ft? The math doesn't add up? 

  2) The driver refused to back up the truck or drive into our street either because he was incompetent or he wanted to charge us more.  Driver did not unload anything.  Local movers told us they do not make more money moving items twice, so we pretty much paid $**** more for your driver to rent a $100 ***** truck.  We told truck driver he can go over the grass, he refused and force us to use the shuttle which is renting a ***** truck. Movers were mad because they saw our street and confirmed the semi-truck can be driven up and they would only have to do 1 unloading.  Again, fraud because even though we provided our address a month in advance we were told this the day before the arrival which led us no time to figure out options. 

  3) Delivery was weeks late, no one called to scheduled.  We had to keep calling and chasing.  After the move when we called to complain Rep refused to talk to us or even listen.  We still to this day have not received a link to file our complain or report damages. Your driver brought us mice and alot of the stuff was damaged, so poor service and quality.  If someone had listened or willing to work with us we would not be filing this complaint. 
  
  Sincerely,
  
  *********************

  

  Business response

  10/27/2022

  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 sales representatives are trained professionals who spend relentless hours attempting 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 the 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 for both parties, customers, and service providers. 
  
  A shuttle service is required when a tractor-trailer is unable to access the residence at the origin or destination allowing the completion of the pickup or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move. For this move, we had to get another truck since the street was to small for the truck to park. The customer requested to go over the sidewalk to deliver her belongings goes against the regulations, so we had to follow the rules and get a shuttle for her delivery.  The customer provided us with her address per her a month before the move, she could have let us know in advance about the issues with the street being too small since there was no way for us to confirm the size. 
  
  We have contacted 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. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online 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.

*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. ↩