ComplaintsforGolan's Moving & Storage, Inc.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired *****'s ********************************************* to move my furniture. They damaged my floor, furniture, and walls. They would not honor the additional insurance I purchased. Apparently this is a common practice since when I posted it on-line, a number of other consumers concurred. I want them to pay for the scratches on my floor, the two furniture items they damaged and the walls they damaged. They have refused.

  

  Business response

  10/19/2023

  The consumer submitted a fraudulent damage claim for property and cargo items.  In an attempt to substantiate her claim, she submitted a fraudulent invoice from a ******** based contractor.
  *****'s reached out to the contractor to inquire about the invoice.  He stated he had at one time completed some cabinetry work for her at her Michigan home; however, he did not provide her with an estimate or an invoice for any ******* home repairs or property repairs.  He did not complete an inspection or view any pictures related to a damage claim.  He provided *****'s a sample of his invoice which looks nothing like the invoice the consumer provided to *****'s. He confirmed that the invoice she submitted with his name and company information was a fabrication; not his invoice.  Please see the attachments:   "Home Estimate" is the fabricated invoice she submitted.  Two screenshots from the contractor and an image of his actual invoice.
  *****'s offered to credit back $150.00 for the cost she paid for the valuation coverage.  *****'s also provided the option for the consumer to pursue arbitration.  She has not responded to either option to settle. 

   

  Customer response

  10/21/2023

   
  Complaint: 20742458
  
  I am rejecting this response because:

  I reviewed Golans Moving and Storage, Inc.s (Golans)response and it is astounding to me the lengths this company will go to avoid owning up to its own liability and mistakes. I disagree with their response as detailed below.
  
  Golans, when moving my furniture and belongings to my new apartment damaged the floor, two pieces of my furniture, and two walls. They damaged other items as well, but this damage was negligible and not worth mentioning. I had pre-purchased their extra insurance, but this did not matter to Golans. They refused to reimburse me for the damage they caused without obtaining contractor bids.
  
  For the walls and furniture damage, I contacted a contractor who I previously used, and who is in Michigan. Instead of traveling to *******,I sent him numerous pictures of the damage. He provided me with an estimate for repair. When I submitted that estimate to Golans, ******************* (an employee of Golans), contacted this contractor on a number of occasions. She left him voicemail messages claiming she believed his quote was fake, and threating his contractors license. She also told him ********************** would not pay his bill for the repairs. When I assured the contractor that I would pay the bill, he nevertheless withdrew his bid and said he did not want to do work where such a disreputable moving company was involved. I was therefore forced to obtain a quote from other contractors, and ironically their quotes were higher than the original quote.
  
  For the floors they scratched, I obtained another quote from another contractor. Golans attempted the same threats with this contractor as well. This contractor told me he would not be intimidated and would honor his quote for the repair. Golans told me they would not pay for the scratches because they believe they occurred before the move. I have attached an email from my landlord and an invoice that shows she had all of the floors buffed and refinished (and all of the walls repainted) right before my move. This is evidence that these damages did not happen before Golans moving crew caused them.
  
  I posted a message on-line regarding the experience I had with Golans. I mentioned that I paid for extra insurance to avoid this type of situation from happening. I learned from other former customers that this is a common practice with Golans. When customers complained about property damage,Golans refused to reimburse the customers for their damages, and disregard any liability (even if the customer purchased the additional insurance). See link for more details.
  
  Golans offered me $150 to sign a release and to drop my claim for the damage, see email. I refused. Clearly, if Golans thought I was a fraudster, they would not have made me such an offer. This offer was to avoid their liability for damages they knew they caused. I hope you will stop this company from harming others. Thank you.
  
  Sincerely,
  
  *******************

  

  Business response

  10/24/2023

  Shame on the consumer!!! It is offensive and truly disheartening to read such blatant lies, not only about Golans but directly about **************   We can only conclude that this consumer will go to no lengths to back up her unscrupulous lies and deceit. 

  At no time were any threats made to anyone.   In our previous response, we attached the texts and emails from the contractor to back up the fact that the consumer submitted fraudulent documentation.

  I encourage the BBB to reach out to both contractors for their statements.   

  Customer response

  10/26/2023

   
  Complaint: 20742458
  
  I am rejecting this response because: There really is nothing more to say. They obviously contract with customers in bad faith, and I am just another one of those customers. They collect insurance, with the intention of never intending to own up and repair their damages. They are obviously going to continue to lie and not fix their mistakes, so no sure where we go from here.

  I was hoping the BBB would at least warn other customers.

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the 4th time we used Golans. This time, Golans used misleading/deceptive practices and threatened to withhold our belongings unless we paid them a total far exceeding initial and revised estimates We relied on representations of their estimator, who touted Golans years of experience and accuracy in estimating. He initially estimated approx. $33,000, including $3,400 for optional shuttle service at the receiving end; he said it was rarely required. His revision was approx. $27,000, after we removed 1/3 of the original items. He reviewed the destination address, assuring us we would NOT need a shuttle. We approved the revised estimate under these terms.The team lead then projected packing fees would be 3x the original estimate! We expressed unhappiness and our estimator called and emailed, saying we and Golans would be able to come to an understanding to resolve the differences The day of the move, Golans GM told us that before they would deliver our items, we needed a cashiers check bringing our total cost to almost $37,000 promised adjustments were not included, and the shuttle was now required. They would hold our items for ****** until we paid. This was coercive; we had no alternative and paid.No consumer should have to deal with such an unscrupulous company. Golans makes false statements, both verbal and written, and changes terms once the work has begun and they have all the leverage.We requested that Golans reimburse the shuttle and packing charges over the revised estimate - the overcharge for packing was shocking. Golans did not acknowledge any wrong-doing, but offered us $1,100 to sign a release form absolving them from all claims with regard to misrepresentations and overcharges and waiving all other rights, including provisions that we not file a complaint with BBB or post negative comments on social media. We rejected Golans offer. We feel the BBB and other consumers should be aware of Golans fraudulent and deceitful practices.

  

  Business response

  07/17/2023

  Golans provided an estimate to the consumer, not a binding cost of service.  When the consumer voiced concern regarding material and packing charges; she stated that she was a lawyer and wanted to be fair.  She suggested reducing the charges by $2,069.00 which we agreed to and adjusted her final invoice accordingly.  The consumer is obviously confused and did not review her final charges correctly since the credit is in fact reflected on her final invoice.  Furthermore,she is mistaken as to the shuttle charges and final charges; which were not as she stated in her complaint.  The consumer was advised of the industry standard which is to pay for all services in full upon delivery.  She was also informed that she has 9 months from the date of delivery to complete all unpacking and pursue a cargo or service claim if needed.  She filed a claim immediately following her delivery and requested additional monetary credit.  Golans promptly responded and offered an additional $1,100.00 to the already credited amount of $2,069.00 for a total credit of $3,169.00.
  Golans is a respected moving company.  We never resort to the tactics the customer stated in her complaint; her comments are false and defamatory.  It appears she is acting on her threats to have her sister file negative complaints on her behalf.  The consumer warned me that her sister does this for a living and should we not agree to credit back the amount she wants,she will have her sister post negative comments on different social media platforms.  

  Since the customer denied our offer of an additional $1,100.00,we promptly offered her an alternative avenue to pursue her complaints through the moving and storage arbitration settlement program.

  Sincerely,

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

   

  Customer response

  07/18/2023

   
  Complaint: 20330447
  
  I am rejecting Golan's response because of the misrepresentations set forth.  First, a company that touts its years of experience and accuracy in estimates cannot now come back and say "this is an estimate and not a binding contract."  It is completely reasonable for a consumer, such as us, to rely on this very expertise that *****'s uses to "sell" its services.  If *****'s does not stand by it then it should not make such representations.  Further, we specifically requested and had not one BUT two estimates, the second being the week before the move.  We did this to confirm the accuracy of the quoted price.  We should be able to rely on this  And, it was not slightly off.  The total charges were almost over 30% over that second estimate.  That is a significant amount for a company that claims to have all this expertise in the industry.  Second, this is not just about monetary relief.  *****'s made misrepresentations throughout the process.  We were told this situation would be resolved (see the email attached to the Complaint).  When we spoke with *****, the *** on Monday morning as our family was literally getting in the car to drive 8 hours to Brentwood, we requested the full amount over the estimate for packing costs back - or at the very least split the difference.  I also stated we should not be responsible for the shuttle cost as we were specifically told we would not need one (a point she acknowledged later after she spoke with her estimator).  She brought this large expense to our attention THAT morning after previously being told we would not be responsible for it.  That was unfair and dishonest.  Then and there *****'s should have acknowledged that was a miscommunication/misrepresentation/mistake (however you wish to describe it) on their end and not charge us. *****'s completely ignored these statements made by their employee and which we relied upon and is now trying to make us out as the bad guys in this situation.  Third, in a follow up discussion after the move with *****, we informed her how unhappy we were.  We told her how several of the large, expensive boxes had one small item in them with tons of paper, how they were mismarked, how we still questioned whether the shuttle was needed and how *****'s did not have the appropriate number of movers in Brentwood to deal with the shuttle and unload the trucks.  She stated she had empathy and was going through a similar situation with another business in the area.  Then she asked that we try to resolve this matter without going to the BBB.  We respectfully agreed to do so.  We did not have to.  The BBB is around for this very purpose.  If we were trying to act in a retaliatory or threatening manner, we would have rejected her request.  We wanted to give *****'s had an opportunity to fix the situation.  *****'s should have acknowledged the misrepresentations made to us through the process and apologized.  Instead, we received a **** email with a nominal fee and an overreaching release form.  We were always transparent of our intent to pursue this with the BBB if a resolution directly with *****'s could not be achieved.  

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

  

  Business response

  07/20/2023

  We regret that **************** has rejected our response.  
  
  We have continued our efforts to resolve her concerns.   Although we have not agreed on the disputed amount, we have shown good faith by immediately crediting $2,069.00 per her request and since then, offered an additional and very generous monetary credit of $1,100.00 which she has declined.    
  
  We provided her with the option for arbitration through the **** ***************************** Dispute Settlement Program on 7/14/2023 (see attached).   We requested the courtesy of a response acknowledging receipt of the arbitration information, for which we have not received. 
  
  **************** made it very clear that she would pursue avenues through social media should she not receive the outcome she believes she is entitled to.  In addition to this BBB complaint, her husband has since posted a negative ****** review in an ongoing effort to damage our reputation and spread false allegations.  

  Our goal is to resolve all customer complaints in a timely and fair manner.  We believe we have demonstrated that in our correspondence to **************** and to the BBB.  

  Sincerely,
  

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

  Customer response

  07/21/2023

   
  Complaint: 20330447

  I am rejecting this response for the following reasons:

  First, the final price was more than $10,000 higher then the second, revised estimate, which was provided after an on-site visit by the estimator less than one week before the move. That is a HUGE difference - representing almost a 40% increase over the final estimate of $27,000. That is not just a minor miss.  Especially for a company that touts its experience and accuracy in estimating.  *****'s cannot state "it was just an estimate, not a binding contract" when the difference is so egregious. Most people do not have an unbudgeted $10,000 available to pay overcharges when they had been given an estimate of $27,000.
  
  Second, *****'s failed to stand by and acknowledge the misrepresentations of their employee indicating we would not need the shuttle. Despite ******************* acknowledging that the employee may have not had authority to make this determination, she was aware (and confirmed) the representation was made to us.  Now *****'s is disavowing that representation (in this correspondence), despite the fact that we relied on her employee's statements.
  
  Lastly, we have always been transparent that if we felt *****'s did not satisfactorily rectify this situation we would contact the BBB and post on social media. This is exactly the purpose of the BBB.  Based on our experience, *****'s does not deserve an A+ rating from the BBB.  The fact that ***** continues to raise our complaint to the BBB as us doing something wrong is disingenuous and insulting. Additionally, she claims they provided us with an arbitration option on 7/14.  That was more than two weeks after the move was completed, and long after we had conveyed our unhappiness with the overcharges.  *****'s had ample opportunity to make things right with an unhappy customer without resorting to arbitration, which is customarily a dispute resolution mechanism of last resort.  The credit they provided simply reduced the amount of overcharge - without it our total cost would have approached $40,000 after a revised estimate of only $27,000, and her offer of $1,100 represented only 10% of the final overcharge.  These token offers hardly begin to address our concerns and the unexpected financial burden it placed on us. 
  

  If *****'s truly wants/wanted to resolve this matter *****'s would 1) apologize and acknowledge the misrepresentations made to us and 2) compensate us for the packing overcharges and shuttle - for all the reasons previously noted.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used *****'s moving and storage services to move out of my condo in Lakeview on May 31, 2022 and put my items into storage. I paid for an additional $15,000 worth of damage insurance (for the price of $225) as I had some nice pieces of furniture and wanted to protect my belongings. Golans **************** Liability Coverage = $0.30 per pound per article but I purchased Coverage = $15,000 declared value protection. Two furniture articles were ruined valued at $2,576.72. Furthermore, the movers damaged newly installed hardwood floors with careless assembly, damage amounting to $1,000 required to fix. When I contacted ***** and went through their claims process they said they would reimburse me $175 total to fix their mistakes. I think the insurance they sold was fraudulent as they did not honor it. I spoke to a woman named ***** who forced me into paying the movers while they were still at my place or threatened that they couldn't leave. I said I want to see my belongings repaired and she assured me that she would work with me after.

  

  Business response

  12/29/2022

  To Whom it May ******** This email is in response to the complaint regarding reported damaged property and furniture.  Please refer to the attachment email which was sent to the customer on 11/2/2022 apologizing for her disappointment and explaining the following important details.

  *****'s does not offer or provide "insurance" as stated in her complaint.  She did purchase "additional coverage"; however, that is not the same as insurance.  Based on the additional coverage she purchased, *****'s offered a generous settlement even though the reported damages are extremely minor and the customer failed to provide the requested estimates of repair.  

  We are still open to conversation to rectify her concerns or we will still honor the monetary amount that was previously offered.  I am typically available Monday through Friday 8 AM to 3:30 PM and my direct dial is ************ to discuss with her directly.

  We regret that the BBB had to be involved in this case; however, we are hopeful that through this process we can reach an amicable resolution.

  Kind regards,

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

  GM

*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. ↩