ComplaintsforNation Capital Movers , LLC

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2022, my family hired Nation Capital Moving company to move their household goods and belonging from MD to CA. we paid the $4900 for the move. At the time, the business had good reviews on ****** and we felt comfortable going with them. This was probably the worse decision we could have made. After we received our shipment in CA, the designated destination, we noticed that we were missing up to 7 boxes. They were not there, no where to be found. We asked the driver and she had no idea. The boxes included thousands of dollars worth of designer bags and a very expensive keyboard (musical instrument) Couple of the boxes also included ALL our family pictures including my parent's wedding photos, me and my siblings childhood photos which are irreplaceable. The missing photos make my 70 year old mother cry every day, She will never get those memories back. We contacted the contact person at the company, he never gives us a straight answer or a solution to resolve this issue. he only asks tell us what is missing and when we do there is never a follow up or a call back. we suggested that we can help them track the deliveries for that day when our deliver was made, and see if our boxes were mistakenly dropped off at the wrong house. He never helped us track or audit the deliveries on the day of the drop off. No solutions were provided by him. This is absolutely unprofessional. we get it, A box might have been dropped off at the wrong location, but 7 boxes is a lot, and not having anyone in the company willing to track them down, or provide any type of solution or attempt to investigate it is absolutely unacceptable. I would like the company to track all the delivers on the day and week of our shipment, contact the households and try to track down our boxes. If they do not have the man power to do , they need to provide us with the list so we can do the investigative works. How can one company be so irresponsible and careless.

  

  Business response

  09/06/2022

  Complaint ID #********
  Customer Name: ***** **********
  
  We met two times with this customer, did 2 visual estimates in person that were accurate and your cost of the move was never changed from start to finish. Customer accepted a binding moving estimate for an interstate move. The estimate identified the services ordered and explained the payment terms and described optional services available. The estimate also explained the valuation options defined by federal law, including the limited liability valuation coverage included in the estimated price. The services customer ordered on the estimate were packing materials & supplies, transportation door to door, disassembly, and reassembly of bulky furniture and the $0.60 per pound, per item liability valuation coverage. We performed all services ordered in full, and services were as described and priced and suitable for their intended purpose. 
  Upon delivery one item was noted as missing, we spoke with the customer, advised them to file a claim and told them how to do so. Customer filed a claim with our third-party claim administrator for a keyboard missing. Our claim administrator adjusted the claim for the missing item and offered a settlement consistent with the $0.60 per pound per item, contractual limit of liability. Copies of cardholders claim forms for one item and a copy of the review and settlement offer can be sent to you if needed.
  The shipment was delivered on February 20th, customer filled the claim on march 10th and the claim was reviewed on May 6th. In June, more than 3 months after the shipment had been delivered, the customer contacted us about other items they believed were missing. No items belonging to customer were found in the warehouse and no customers have contacted us about misdelivered inventory belonging to this customer. 
  When we met 2 times we explained that you have two options to protect your move-Released Value (which is free and covers .60 cents per pound) and that they can purchase Full Value Protection at an additional cost which you declined.
  We did explain that they should pack documents, jewelry, and other valuables (which can be sentimental), and this was also written in the contract they signed.
  We offered customer compensation for the missing items, in addition to the compensation they received from our insurance agency but the only thing we received from this customer was a request for a full refund for the entire move PLUS an additional $2,500 for the missing items. We performed all services ordered and services were as described, were suitable for their intended purpose and customers benefited from the transaction. 
  After refusing to issue a full refund we received notification that the customer filled a disputed charge for both payments and we have our insurance agent, who you spoke with before in regards to the claim, work on them. He also made a note that more items were added to your claim with your bank than with our insurance company. The owner of the company also received multiple calls from you son stating that he will destroy our company, post numerous bad reviews (which he did), make other people do the same and eventually take us to court if we don't issue a full refund. It is disappointing and makes us sad that we have to go through all of this.
  We are still trying to resolve this issue and we hope that you can help us with that.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Timeline - 7/5/2021 – Contacted Nation Capital Moving Company to provide a quote to move from Virginia to Florida. I scheduled a **** walk through of the property to obtain a quote. That was scheduled for 7/12/2021. - 7/12/2021 – Completed a **** walk through of the house with one of their estimators, Martin. This **** session was recorded. - 7/14/2021 – Received the quote from Martin for the move. Total amount of the quote was $4,598.35. I called him the same day and provided a deposit of $200 to lock in the quote and hold the move date which at the time was scheduled for 9/30/2021 - 9/19/2021 – Chris and his team of 3 other movers showed up to start the move. Chris completed a walk-through of the house and we sat down to discuss the estimate and sign the documents. At that time Chris advised that the estimate was not accurate and based on his walk through the amount was $8,841.85. I had no choice as we needed to be out by 9/20/2021 as the move date had moved up. - 9/30/2021 – Received final invoice from Chris for $11,093.85. That included a warehouse handling fee of $1,250 as they had to unload the trucks because our closing date kept getting pushed back in Florida. I am ok with that fee. There was also a fee added for paying by Credit Card. - 10/14/2021 – Truck arrived in the morning to deliver our items. Upon arrival the driver asked if I had paid, which I had not because my wife wasn’t home and she had the card we were using. He presented me with additional documents to sign, one of which was a settlement and confidentiality agreement. I was told by the driver that i needed to sign the document or they weren't allowed to unlaod the truck, even though I had paid the final invoice in full based on prior agreement. I spoke with Chris and he told me he would unload the truck if we didn't sign the document but would charge an additional $3,900 based on the additional space they didn't charge us for. I signed the document so I could get our items.

  

  Business response

  09/06/2022

  Complaint ID #: ********
  Customer Name: ****** ***
  We did a virtual estimate with the inventory shown on the video call, we did have an inventory list that the primary price was based on. On the day of the move the client had much more things to be moved than what he showed us previously, when we looked at the inventory we collected over the phone we noticed that a lot of items were not listed. We did a revised estimate at the pick up location and compared the inventory that the client agreed on and understood that there is a difference in price. The Client's new house wasn't ready at the time of the move, and he asked for storage in transit which he also understood would be an additional cost. At the time of the move, once we realized that the client had a big price difference and we did offer a discount that client had accepted. We did explain everything, customer seemed to agree and understand, we did offer a discount that customer accepted. 

  Customer response

  09/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This response is a joke.  Your virtual walk through showed every room in the house.  I did say some things were not going that eventually did go however some items, like our patio furniture, were supposed to go which didn't because there wasn't room in the truck so we gave it to friends.  It is a wash based on the sizes.  You presented to me a quote which was more than doubled the day of the move.  I'm not even counting the storage.  If your virtual quotes are that far off you shouldn't do them.  I was told on a phone call the person who did the quote was new which is why it was so off.  I had no options the day of the move other then to accept because we were selling our house the next day and needed to be out.  Luckily the buyers were helpful and were able to push it a few days since it took you over a week to get everything out of the house in 3 different loads!

  The discount you offered????  You told me the day of drop off that unless we signed a non-disclosure agreement you were going to charge me an additional $4,000!  Yea I signed that because if I didn't (truck drivers words, not mine) he wasn't allowed to unload the truck until I signed the document.

  Your business is nothing but crooked thieves and if it didn't cost me more to litigate this then it would to just eat it we would be going to court!  There is a reason you have all those high rated stars!  Because you make people sign NDAs under threat of charging more money and hold peoples property hostage unless they sign it.

  Regards,
  
  ****** ***

  

  Business response

  09/13/2022

  From: NationCapital Moving <nationcapitalmoving@*********>
  Date: Tue, Sep 13, 2022 at 9:37 AM
  Subject: response to customers
  To: ***** ****** <*******@mybbb.org>
  Cc: ***** ****** ***********************
  
  Good Morning *********, 
  
  
  Complaint ID #******** 
  ****** *** 
  We do apologize for all the inconvenience you experienced with this matter. From our perspective, a lot of items were added, including your equipment for beer production which we had to include on revised inventory. We did offer a cancellation with a full refund of a deposit paid that you were not happy with. Beside the issues with the size of a move, we did pack, and delivered everything as promised. It was never our intention to add more things, and even though sometimes in customers' eyes adding a couple of things doesn't make a big difference in reality it can be a big change in the size of the move. We do apologize again for the inconvenience you've experienced and for feeling that way about our company. We have been doing visual estimates for many years now and never had issues like this with this big difference in size of a move. Once again, we are sorry that the discount we offered wasn't enough and  for the issues you had with our company. 

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