ComplaintsforIllinois Movers, Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Illnois Movers picked up my furniture in ******* on May 14, 2024 stored it at their facility for 10 days and delivered to ********** on May 24, 2024. While unloading the furniture, it was noticed that the mattress and oversize chair were soaking wet and the sofa one section was saturated with all furnishings wrapped in plastic by the moving company at time of move and the water was under the plastic Six boxes were falling apart due to being saturated with Stale water. The delivery company was told and paperwork was noted with the wet items *********** has not offered any settlement other than $75 they ruined over $2000 of furnishings I did not accept the $75 from the settlement companies offer and that felt like it was a slap in the face when over half of my items were wet and damaged while in their care. It should be noted that both the move out day and the move-in day were bright sunshiny days with no rain and In *******, it was done inside a parking structure ************ up charged me on site (when I had no choice but to pay)nearly double from the my quote They stored my items in a obvious leaky area, where the plastic wrapped items were able to get saturated with water and it was obvious that it was wet for days under the plastic due to stale smell. ************ has not taken responsibility for damaging items nor have the offered any compensation for damage.

  

  Business response

  06/19/2024

  All customers goods stored in our warehouse, with No leaking, The delivery truck drove in a rain storm to destination, Looks like the truck had minor leak, Based the information provided to claim department they decided to refund $75 for the damaged items,If customer not satisfied with the claim department reply ,Customer  should contact our office again to see what we can do about the settlement amount, Now we will not consider to provide additional refund (higher than $75) due the fact he went online and contact BBB , We apologize for the inconvenience  , *********;

  Customer response

  07/01/2024

   
  Complaint: 21863136
  
  I am rejecting this response because:

   

  I read the response from the company. That is ludicrous.  a small leak in a truck would not cause the amount of saturation to my three largest items and six cardboard boxes. I have sent documentation to both you and the business.  I contacted BBB because I heard no response from the company  now because I have contacted BBB they wont deal with me anymore    They offered me $75 when I had to toss $1000 mattress because it was now saturated and ruined with mold   I also had to toss the oversize chair which was dripping wet with stale water. We could not get the smell out.   The couch after nearly $200 to clean it   As stated earlier, they damaged over $2000 in product   Over half of my move   I did not have a contract with the subcontracted company who moved the items to Pittsburgh   I am unsure of what weather they went through because the day of my move both out and in were bright and sunny  I saw the other items in the truck from other moves and they did not appear to be wet only my items.   My items were soaking wet and the smell was of stale water not fresh rainwater.  The items were already stained from the water setting on that items.  Illnois Movers is lying that their storage facility is not leaking.  To be honest, my contract was with them whether it was their problem or the company that moved it to Pittsburgh doesnt matter. They are still the responsible prop party.
  
  Sincerely,
  
  *****************

  

  Business response

  07/02/2024

  Hello , We provided basic liability insurance of $0.60 per pound per article, its not full replacement insurance, All  items covered under the free liability insurance of $0.60 per pound per article, Customer didnt purchase full replacement insurance, Based the damaged / information provided by the customer the claim department determined the refund amount, There is nothing we can do unfortunately, We apologize for the inconvenience, *********;

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to working with IMI, we read through customer reviews and had a 30+ minute phone call with a higher-up to ensure it was a fit. To further ensure that this move would work with our budget, we had an IMI professional inventory every single item in our 1BR apartment (prior to throwing away unneeded items), room by room so that we could obtain a binding estimate. We were given a binding estimate of $1,976 for the move, and we were told this should not fluctuate more than $500 or so for packing materials. With this in mind, we agreed to work with ***, and we purchased boxes from them ahead of time. On move out day (06/08/2024, 8:45AM) the following occurred: The movers arrived, scanned our apartment for <1min (our items were mostly packed away by us the night before), and stated that they were now requesting an additional $1,940 to complete the move. They nearly doubled our initial estimate, and they wanted us to sign and initial blank bills and invoices before they started packing. We refused, and they became irate. They claimed they had to pack 70% of our apartment, which is patently false. They primarily packed large items like TV/couch and dishes with our prepaid boxes. Throughout the job, they were complaining in Spanish (without knowing we understand) about the packing, the loading, and the unloading. They then asked for a tip prior to even delivering our items. Throughout the move out process and throughout the trip home, we called our IMI contact ***** so we could get an answer as to why there is such a large discrepancy between the binding estimate and the new charge. Each time, ***** sent us straight to voicemail. Although he ignored our calls, he called the movers while we happened to be in the apartment with them. When the movers stated that we wanted to speak with him, he hung up. The movers said he would contact us by the evening of 06/08/24. Since then, we have called and left voicemails and still have yet to hear back in any capacity.

  

  Business response

  06/11/2024

  Hello we provided moving services to this customer from ** to ** ,                The movers explained the customer why we changed the estimate  , The movers used packing materials to pack customer goods, Move is completed at the business days agreed, I explained customer that after booking sale person will not be able to receive any calls from customers due the fact his move transfer and handled through operations/dispatch All charges were valid .                          The customer received $560 discount,                             I apologize for any inconvenience, *********;

  Customer response

  06/12/2024

   
  Complaint: 21823928
  
  I am rejecting this response because:

  This response is not satisfactory. As we have said multiple times, additional charges were not at all explained to us. We were told by your moving professionals and your secretary that ***** or a different higher-up would be in contact with us by the end of day 06/08/2024 to explain these charges to us step by step. We received inconsistent information from your company representatives. We called your business several times, three days in a row, and no explanations were given for these additional charges. In fact, multiple times, somebody would answer the phone and immediately hang up. 

  When we eventually got in contact with someone (after calling 3 times in a row, emailing, demanding to speak to the owner, and eventually being re routed to dispatch as the movers were on their way), your employee ******* said he called the ******* and that neither he nor the ******* could explain where the additional charges came from. We were charged $1,000 for boxes on the day of move out when we pre paid for boxes as part of our binding estimate. When our binding estimate was doubled on the day of move-out and we protested and asked for an explanation multiple times, we were given nothing. Instead, an arbitrary and insufficiently explained $560 discount was given, which still put us a large amount over the binding estimate.

   Movers explained next to nothing on the day of, and complained in Spanish the entire time they packed and moved our possessions. They took a seconds-long visual scan of our apartment and decided to nearly double the binding estimate we went into this exchange with your business expecting to pay. They attempted to get me to sign a blank invoice before services were rendered. Is this standard IMI practice? 

   For your reference, the FMCSA states the following regarding binding estimates: 

  "When you receive a binding estimate, you cannot be required to pay any more than the estimated amount at delivery. If you have requested the mover provide more services than those included in the estimate, your mover will collect the charges for those services when your shipment is delivered. However, charges for impracticable operations due at delivery may not exceed 15 percent of all other charges due at delivery."

  "Once your mover loads your shipment, your mover's failure to execute a new binding estimate or to agree with you to treat the original estimate as a non-binding estimate signifies it has reaffirmed the original binding estimate. Your mover may not collect more than the amount of the original binding estimate, except as provided in the next two paragraphs. If, before loading your shipment, your mover believes you are tendering additional household goods or are requiring additional services not identified in the binding estimate, and you and your mover cannot reach an agreement, your mover may refuse to service the shipment. If your mover agrees to service the shipment, your mover must do one of the following three things: 

  a. Reaffirm the binding estimate.
  b. Negotiate a revised written binding estimate listing the additional household goods or services.
  c. Add an attachment to the contract, in writing, stating you both will consider the original binding estimate as a non-binding estimate" 

  Source: *****************************************************************************************************************************'s%20estimate. 

   The men who dropped off our possessions on 6/11/24 at 2PM CST could not name the company they worked for, and showed up in an unmarked truck. They refused to even open the truck's trailer door for us to verify the possessions were ours before demanding payment in full, as well as a signature on an invoice. Is it standard IMI practice to refuse to let customers verify the existence of their possessions before paying in full via cash or Zelle only? When we asked the men who dropped off our possessions to speak to the owner regarding the charge discrepancy, they stated that "**** was too busy to speak to us". Somehow, whenever they had a question for you about collecting our payment during our disagreement, you picked up on the first or second ring. We made extensive efforts to understand any additional charges, and were evaded the entire time. 

  On 03/11/24, ***** claimed that IMI is an "actual moving company and not a broker". If this is the case, why could the men who moved our belongings on 06/10/24 tell us that they were contractors who were renting the trailer? If we had known that this was the case, we would never have used your services. We feel as if we were deliberately misled. 

  I believe it is a reasonable resolution to this issue is to pay only what we were quoted in our original, itemized binding estimate given to us on 04/09/2024. 

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

  

  Business response

  06/13/2024

  Customer required additional packing and space/volume/cubic feet day of pick up, Driver adjusted the cost and Customer signed after driver explained all charges ,We provided additional discount , *********;

  Customer response

  06/17/2024

   
  Complaint: 21823928

  I am rejecting this response because:

  As I have stated several times before, drivers did not adequately explain all charges. They simply stated what the new estimate was, said it was higher (again, nearly doubled from our binding estimate that we had agreed to pay- an additional $2,000) because there was "more work" (did not explain further when asked) and did not give us much of an option outside of allowing them to take our things, as we had a move-out scheduled for that day, and our lease was up. They also would not connect us with anyone who we could speak to about concerns. 

  You claim we should be satisfied with a surprise $2,000 upcharge because we required additional packing and "space/volume/cubic feet" on the day of pickup.

  I am requesting you directly address the following questions: 

  1. Which metric is it? Space, volume, or cubic feet? In any case, why was the examination of our apartment done in seconds on pickup day, with no measurement tools to be seen? If the charge was truly based on cubic foot space, why was the cubic foot estimate given before the truck was loaded? 

  2. Exactly how did our measurements differ from the detailed inventory IMI took a few weeks before pickup PRIOR to us throwing away a dining table set and all of the items in our bathroom, effectively lessening the space and items required for our move? 

  3. Exactly why and how did we require additional packing after a visual inspection and inventory of our entire apartment, after which we pre-bought boxes and packing materials from IMI? 

  A $2,000 addition to a $1,976 binding estimate on the day of, after a detailed inventory was taken and after a significant amount of items were thrown away is frankly unacceptable. Each request I have made to have this explained to us in an itemized/detailed manner has been purposefully and obviously sidestepped. 

  Once again, without an adequate, itemized explanation as to why $2,000 was added to our binding estimate on the day of our move, we will not be satisfied with the action your business has taken to resolve our complaint. 

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company exploited me as they committed a bait and switch upon having my belongings in the truck. Once most of my belongs were on with half of the truck full which doesnt make sense to me the dispatch told me it would be $2,250 more than the initial $2,000. The binding contract was for $2,000 but what are you supposed to do when they are holding your things hostage threatening an additional $2,000 to u load 30 boxes. They also didnt have enough room for my things due to the truck being half full with someone elses belongings. They wanted to relay my things at a truck stop and come back for the rest.. I said no to that option. Very unprofessional and was verbally abusive to me. Also claimed I took up more square footage than I actually did. I paid for 50 boxes yet received only 20. Why did I pay for 50 and receive 20? I would like a refund for those missing boxes and the damage. I filed a claim, and nothing yet. I either want the deposit retuned or the amount for the delivery of only 20 boxes or my belongs delivered at no cost. My belongings were also rummaged through and carelessly left the boxes untaped.

  

  Business response

  11/08/2023

  Hello i want to apologize for the inconvenience, Please make sure you submitted all the claim requirement , the claim department will reply in 3-7 days, we need to contact the driver and will update customer about the boxes. Ryan 

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was overcharged by almost 200 cubic feet on my move (about $700 extra). I had several civil phone and text conversations with the owner, but was blocked on the day of final payment. Most of the payment was required in cash. Expensive items arrived damaged (couch, kitchen island) My items arrived after the latest date I was given (I waited over 3 weeks).

  

  Business response

  11/05/2023

  Hello all charges were valid , we explained the customer the breakdown. Customer received more than $200 discount. Customer can file a claim for the damaged items , Upon booking she received confirmation email with the claim instructions .sorry for the inconvenience *********;

  Customer response

  11/09/2023

   
  Complaint: 20825419
  
  Rejection statement: 
  I agreed to pay per cubic foot, yet the business neither measured my belongings nor agreed to charge me the correct amount when I measured the exact cubic footage on two separate occasions. On top of that, when I attempted to have a civil conversation before my final payment, I was blocked by ****. My items were held at random until I gave the final payment in cash. I was charged for almost 200 cubic feet of empty space, which was obviously not the agreement. I am still shocked that a company that charges by the cubic foot would never pull out a tape measurer and would instead grossly overcharge their customers and then block them before final payment. 
  
  After attempting to resolve this issue for 3 weeks during my move before getting blocked,  it was obvious that the only way for this issue to get settled would be through the Better Business Bureau.
  
  Sincerely,
  
  *************************

  

  Business response

  11/10/2023

  Customer moved additional items and driver updated her volume/ cubic feet/ charges, I reviewed the job myself and i deduct $370 ( in my previous respond i said  more than $200). I tried to explain customer that we have lines/ numbers on the truck show the space we used, Move is completed and we charge her for the space we used after loading her goods. Ryan 

  Customer response

  11/10/2023

   
  Complaint: 20825419
  
  I am rejecting this response because:

  I measured the space myself on two separate occasions and both times found that I was using less than 476 cubic feet. I was charged for 626 cubic feet. A discount of $350 brings my charge from 626 cubic feet to ********************************************** by 88 cubic feet ($495). 

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

  

  Business response

  11/14/2023

  Not sure how the customer came up with the volume of the load, I reviewed the job myself and discounted the miscalculation. Ryan 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After working with their "senior relocation specialist" to get a full inventory of my items, the company ended up sending movers with an old inventory leading to not enough space and only two movers for a large job. This led to a large portion of our items having to be left behind and abandoned, while also being charged almost twice as much for the move. The only solution I was offered for the items that didn't fit, which were on the inventory list, was charging an extra $1500 and coming back in over a week. The amount of items left behind was a big hit for us, many of which we have had to replace since moving which has added to this cost. When we arrived at the new place, our new mattress had been ripped open due to the movers pushing it into the truck to make space and a row of bolts cutting into it. I have been trying to start a claim process for this mattress for close to a month now, but I am constantly being dodged and gaslit. I am now being told that their coverage will only value my $1200 mattress at $60. I believe this company has a pattern of intentionally underestimating the move cost, and then takes advantage of their customers when they are in the middle of the move and in a vulnerable position. My options when they arrived were either pay more and get through this nightmare of a move, or cancel the move, lose my deposit, and find another company last minute. Their attitude while I have tried to come to a resolution has been incredibly unprofessional and rude. I am hoping to recover the cost of my mattress and the lost items, but the way they are handling it I don't have a ton of hope. This company gouged me and damaged/lost thousands of dollars of my belongings, including machinery that is instrumental to my own business. I have included images of the torn mattress and the haphazard way they were stuffing our things in a half full truck.

  

  Business response

  10/13/2023

  Hello we replied to this customer by the contract terms, Please note that this customer never followed the claim instructions and never filed the claim by the contract. We emailed the customer what is the claim process and he didnt even submitted the claim to our claim department. I spoke with the customer several times via email and I offered him $360 refund for the mattress damage. Despite he didnt file a claim. As far the service and charges we completed the move and all charges were valid, The volume/ cost  of this job changed due the fact customer requested to move additional items day of pick up, I recommend to the customer to file a claim to receive $60 refund by the contract and  we offer additional $300 for the Mattress. we Apologize for any inconvenience *********;

  Customer response

  10/19/2023

   
  Complaint: 20713484
  
  I am rejecting this response because:

  I have been trying to start the claims process for over a month and they did not send me the information until I threatened to report them for fraud. I submitted the claims process on Monday, they sent me the form on Saturday, and now are claiming "I never filled it out". I did fill it out, but still feel the amount they are offering is not acceptable in relation to the damages and the overcharging. I believe this is bordering on extortion, which Illinois legal websites seem to substantiate. I was forced to pay the movers before they would unload my belongings, and this was after they increased the estimate by $1400, even though the inventory I provided them was accurate. 

  I am now being told by the claims company that I need to provide every document that I received during this incredibly unprofessional and chaotic moving experience. I was handed a pile of wet paper as the movers were leaving, and in the 3 weeks it took to get the claims process started, I was never told by the company that I needed to keep these documents to proceed with the claims process. We were unpacking and getting settled during this time period, and the papers must have been misplaced, as I was not informed that I needed to keep these to get the insurance payout. I also feel this was intentional on their part to set me up to not be able to fulfill the claims process and receive compensation. 

  If they refund me the money for the mattress directly, which cost $1200, I will consider this an acceptable solution and move on from the many other items that they left behind. I do not believe $360 is an adequate payment for well over $2000 in damages and losses on top of being exploited and overcharged while in a vulnerable position during the move. 

  The company can refund me for the mattress and we can settle this, they have been incredibly unprofessional and unresponsive. I believe do this to customers intentionally to overcharge them after their inventory calculator under estimates the cost to lock the customer into a contract and is either forced to pay an exorbitant up charge or cancel the entire move. This is considered a scam and extortion and is illegal. 

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

  

  Business response

  10/21/2023

  We provided all the information needed.    Customer never paid for full replacement insurance. Ryan 

  Customer response

  10/26/2023

   
  Complaint: 20713484
  
  I am rejecting this response because:

  You did not provide everything needed. In fact, I was never told how many movers were scheduled or planned for my move which is a standard in this industry. If I had been told "two movers will be coming for your job" I would have said that isn't enough and we need more help for this scale of a job. I believe you intentionally use an inventory calculator to undercut the estimate to get the contract and upcharge the client when they are in a vulnerable position in the middle of a move. This is extortion.

  None of the communication has been thorough in this entire process and now the claims process puts all the burden of proof and work on me, when I have already been putting in way more time and energy into this than I should have to. You get paid to deal with this stuff, I don't. In fact, I get overcharged and you lose and destroy my property. 

  Every email I have received from **** has been short, unprofessional, and often ignores the points and issues I have addressed. It took me weeks to get a response at all from him, and they only started to get the claims process going after the threat of being reported for fraud. I want full compensation for the destroyed and lost property due to their negligence and predatory business practices.

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I still have missing boxes. We have called them several times, we do not get a response back.

  

  Business response

  09/13/2023

  Hello as my email respond and over the phone to with the  customer, Unfortunately we not able to locate this boxes, our records indicate that we delivered everything, i did emailed the customer claim instructions last month  to file a claim for this items. I apologize for the inconvenience. Ryan 

  Customer response

  09/15/2023

   
  Complaint: 20583950
  
  I am rejecting this response because: I have checked and neither my husband or myself has ever received any type response from this company via e-mail or any other type of communication. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/19/2023

  Hello I spoke to her husband and I provided all the information. I will resend the claim instructions today again. Ryan 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June 5, 2023, Illinois Movers was to move us from *******, ********* to *******, ********. An employee of Illinois Movers had come to our house and performed an inventory of our items to move. A contract was developed and signed based on this inventory, signed, and deposits made. The day the movers arrived, the ******* made another inventory and informed me that to proceed forward with the move would cost an additional $10,000. I informed him I had a contract for the move already and the cost was approximately $6,900.He told me he didn't care and I would have to pay the additional for the move. After calling some people at Illinois Movers they didn't care also. I informed Illinois Movers I would not be using them and for them to leave. I feel I should receive my deposit money ($500) back as this was nothing more than a bait and switch tactic. I also should get the money back because I did not use Illinois Movers.

  

  Business response

  07/31/2023

  Hello BBB team .we didnt provide moving services to this person. I tried to reach *** with no reply I texted the number provided and asked the him to delete this complaint. He can call me or txt me at ************. Thank you *********;

  Customer response

  08/02/2023

   
  Complaint: 20391700
  
  I am rejecting this response because:Illinois Movers (I.M.) was supposed to move us, but did not.After a representative of I.M. came to our house to do an inventory, a binding contract was developed and signed by me. A $500 deposit was paid. When the crew showed up to pack the ******* they performed another inventory and told me I would need to pay an additional $10,000 before they would move us. I told the ******* I had a binding contract and that this is robbery. After speaking to individuals at I.M., no conclusion was reached. They did not honor the contract that I signed. I then told the ******* I would not be using I.M. for the move as they are violating the binding contract. I had to scramble to find another moving company that would move us at the last minute, as we had to be out the next day. Another reason for rejecting this response is that my $500 deposit was not refunded, even though they did not honor their own contract and move us for the contracted price. 
  
  Sincerely,
  
  *******************

  

  Business response

  08/04/2023

  ************** provided our office list of items , based this list of items we provide the price.customer signed on our confirmation email clearly showing the list of items need to be move.Day of pick up customer requested to move double the amount of items and Driver provided to customer new onsite estimate with all the additional items and additional service. Customer canceled the move due the fact he have to move all his house and he didnt agreed to the new price. This dep non refundable. I can refund him the $500 if he will delete this complaint. Ryan 

  Customer response

  08/30/2023

   
  I hereby accept the latest answer that Illinois Movers have submitted to me which stated they would reimburse my $500 if I would remove the complaint. I will remove the complaint once I receive the $500.
  
  However, in accepting their proposal I want to set the record straight. Illinois Movers maintain I provided the inventory of my household goods to them for my move. This is not true. Illinois Movers sent their representative to my house to perform the inventory. If the inventory was not correct,which they maintain, it was because of their own employee.
  
  Sincerely,  
  
  --
  *******************
  
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12/9/2022 is the date this company arrived to ***************** to move to *****. On 12/12 they told me my things would be here in 5 days. Someone called me on 12/20 telling me my things would arrive on 12/23. They contact me on 12/23 stating delivery will not arrive truck broke down. Still as of 01/06/2023 still hasnt arrived. Paid over **** so far and still have 642 when dropped off.

  

  Business response

  01/08/2023

  Hello we provide business days to complete the move, will update the customer in the next 2-3 days with delivery window, sorry about the inconvenience,****

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I moved from ** to GA in August of 2021. We recieved a quote from Illinois movers and paid the deposit. Our pick up was scheduled for July 30th, 2021. Our items were supposed to be delivered by August 1st however we did not receive our items until August 9th. We noticed immediately our tv was damaged as well as totes were missing and we had recipient items that were not ours. We constantly contacted the moving company with no avail. I decided to contact the BBB and instead of an apology, compensation for our tv, letting us know where our missing totes were and where to return the items that were not ours, we were ridiculed for trying to get money from the company. That was absolutely ridiculous. We wanted the service we paid for. We wanted our items. We wanted compensation for our damaged items. Instead, we received rude and intelligible feedback from the company. We attempted to call the company and were constantly told someone would contact us. Which never happened. Illinois Movers never resolved anything. The 3 totes that are still missing had family photo albums, clothes and shoes as well as kitchen items I inherited from my Grandmother. The 55in ******** that was completely damaged, we never offered apology nor competition for the damaged item.

  

  Business response

  01/02/2023

  Hi the only  information i have is under ************************* with different information , i cant find this customer info **************************** , not the name. Not phone number, not email address, not house address,if the customer is ************************* all charges were valid and he received his delivery at the time frame agreed ( he never paid for guarantee delivery service), As far damaged/ missing items customer filed a claim and we settled this case by the agreement customer never signed on the agreement  , see attached claim information step by step, now its been more than 9 month and this claim closed by the contract and regulations,im asking BBB to remove this complaint from Illinois movers ***  profile due the fact we did our part to solve it  and customer didnt comply,he never paid for full replacement insurance and due the fact its been more than 9 months we cant reopen this claim or to locate the items,I apologize for the ***onvenience,   please inform, Thanks ****

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved at the end of July and my items stayed in storage for 2 weeks straight and then came with an extra cost and some of my items were damaged. I filed a complaint with the insurance they offer and I am owed money and have been since 10/23/2022. I have tried calling this business multiple times and every time I am sent to voicemail.

  

  Business response

  12/28/2022

  Hello all charges were valid by the contract,As far the damaged items i dont see she filed a claim  under this name/ information, we sent her claim instructions to her email few month ago no reply, if she want i can resend it,we always available from 9AM to 5Pm central time, Monday- Friday, not sure what number she called, I apologize for the inconvenience, *********;

  Customer response

  01/02/2023

   
  Complaint: 18646533
  
  I am rejecting this response because: I did submit my claim and I have the proof. It may be under the email ***************************** I have called the office number listed many times and Im always sent to voicemail. 
  
  Sincerely,
  
  ***************************

  

  Business response

  01/05/2023

  Hello i was able to find the customer claim under this email, looks like the billing department didnt had the correct address to mail the ck, if customer will provide Zelle information i can Zelle the ************ to her, or she can provide her name and correct address , please reply, *********;

*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. ↩