ComplaintsforZip Moving And Storage, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Zip Moving and Storage was hired to move me from Fairfax, VA to Ellicott City, MD on July 27, 2023 between 8-10am. When the movers arrived, there was a disagreement between moving a table vs desk. The movers were very annoyed about having to move a table. I told them not to worry about it and that I would reach out to ***** (the representative that I was working with) to figure out this discrepancy. I left them in the garage to work while I proceeded into the house to make the call to *****. When I came back to the garage to check on them, I was shocked to see that they were gone and my items were left in the driveway. When I called *****, she explained the workers "left bc of a hostile work environment"?? I was fine with them not doing the job they were hired to do, but then Zip Moving and Storage charged me $790! They never rendered any services to me, left the job incomplete and I was left scrambling to find another moving company on such short notice. I have attempted to resolve this matter with Zip Storage and Moving Company directly, but they have been unresponsive to my inquiries and have not provided any reasonable explanation for their actions. As a result, I am left with no choice but to seek assistance from the Better Business Bureau to resolve this issue fairly. I kindly request the Better Business Bureau to investigate this matter and intervene on my behalf to rectify the situation. I am seeking a full refund of the fraudulent charges imposed by Zip Storage and Moving Company, as well as an assurance that they will cease such deceptive practices in the future.

  

  Business response

  08/08/2023

  Dear ******,

  Your feedback is deeply valued, and I am committed to addressing this situation promptly and satisfactorily.

  Upon reviewing the details you provided, I fully understand the frustration and inconvenience you experienced, however please bear in mind that we had to call off the move due to hostile atmosphere on the location and due to moving crew's safety.

  Despite this - I am pleased to offer you a full refund, as a gesture of goodwill.

  If there are any further details or clarifications you would like to discuss, or if you have any questions about the refund process, please do not hesitate to contact us at ************.

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Although I don't agree with the workers being in any sort of danger (we were not even in the same room with them when they left), I accept the refund because it was not I who cancelled the move but them. And according to their own contract, they never should have charged us. It was highly unprofessional and incredibly inconvenient. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contacted Zip Moving company on 10Sep22 concerning picking up my household goods curbside on 13Sep22. I advised Nikki the dispatch agent I hired another Moving company to come and retrieve my household goods. When asked why I engaged in a conversation to let her know Zip has been not been responsive to my claim. In addition, I felt my household items are not secure at Zip Moving storage. Nikki put me on to inquire about my broken items. She come back to the phone and acknowledge the team sent pictures of my broken items and Zip would take full responsibility. I then was quoted a price on $991.37 to retrieve my items. I told her I think it is robbery to charge me for what the movers picking my household goods curbside is going to do. However, I pay the invoice so my items could be retrieve by the other movers. I call Zip on 12Sep22 to ensure my curbside pick was scheduled. I once again was ensured I was on the schedule. On 13Sept I received a call from my hired movers retrieving my curbside pick at 900am my household goods was no where insight. Also, no one could assist them with my curbside pick up. I called Zip to inquire why my household goods are not on the loading dock and the time was 935am. I was told the drivers would be there soon but she didn't know when because she I'd dispatch not the driver. I told Nikki from Zip I am now being charged waiting fees by the company waiting to pick my household goods. She says Zip will take full responsibility to ensure I am made whole. Zip driver and movers did not place my household goods on the loading dock until after 10am. I paid the invoice that is how I was able to retrieve my items but I have not been reimbursed for my broken items are extra fees I incurred waiting for my household items to be placed on the loading dock for pickup. I would not recommend this company to stay in busy. For reasons of incompetent employees and failure to deliver what the contracted agreement states. Dissatisfied!

  Customer response

  09/25/2022

  Please do not post my final payment with my address  information.  I submitted so that BBB would have evidence of my payment.  I want Zip storage to reimburse me for my $2354 table that was broken.  I don't expect the full amount I paid for the table but at least half.  I would also like to be reimburse for the 1hr I was charged by the other moving company because Zip did not have my household goods on the loading dock at the time of the contractual agreed time. That amount is $150 for the one hour they waited. 

  

  Business response

  11/21/2022

  Dear ******,

  Thank you for bringing the matter to our attention.  I am truly sorry to learn you were not satisfied with the service provided.

  Please bear in mind that I will be more than happy to investigate the whole matter and provide monetary compensation accordingly.  Feel free to contact me directly on ***-***-****, and I will make sure to settle your claim as soon as possible.  Alternatively, you can file an official claim with CSI (claims.csipros.org).  This is a third party agency that handles the majority of our complaints, as they are able to do the estimate of the damages based on the information you provide to them and level of liability you purchased prior to the move.  Once they forward the estimate, we will issue the advised refund due at earliest convenience. In addition to their estimate for the damage, I'll compensate you for the lost hour.  
  Looking forward to hearing from you soon,
  Tiana
  Tiana Sr***********
  Customer Service Manager 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 15th, I booked a pack and move with Zip Moving and Storage through their sales representative Mia R*********. After submitting my $120 deposit and finalizing details of the move, I arranged for reserved parking at the unloading location and planned (as discussed with Mia) for use of the alley behind my rental for loading. On August 1st, the morning of the move, the team leader notified me that their 26 foot truck would not fit into my alley. Because I was not informed of this before hand there was no alternative parking available for unloading. The movers had initially attempted to package items and transport them to the end if the alley where the truck was able to fit, but after the tesm got into a verbal altercation with a drive who was attempting to use the alley, they decided to cancel my move and placed the items back in my house and left wirh any remedy. I called the company to seek alternative dates for the move so that i could coordiante the required street parkijg reservation and no one has gotten back to me. I relayed the urgency of the matter as my lease ends in 3 days and I need to be moved out. When i expressed this and that if they are not able to accommodate my move, I would like a refund so that i can identify movers who could, I was informed that canceling my move same day would result in a full charge for services, even though I was not canceling the move (it was Zip Moving who did not have the correct equipment/truck and did not appropriately book my move to ensure they would be able to accommodate an alley loading. No one will answer my calls. And I have not received any further information about addressing my move and refund.

  

  Business response

  08/19/2022

  To whom it may concern,

  We made contact with the customer directly, and offered resolution which was accepted by customer.  The customer also agreed to therefore settle this BBB claim, and you can expect them to contact you directly in order to settle this claim. 

  Thank you

  Customer response

  08/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Zip Moving & Storage provided packing and moving services for my move from Baltimore, Maryland to Washington DC. They quoted me between $1850-2000 and assured me many times they "always overestimate" and the move would likely even come in below this. Before the move I went over our inventory list several times with them to make sure everything was accurate, and they assured me multiple times that the cost of the move would be within the quote and the estimated amount of time. On the day of the move, after the movers had already begun packing and moving our belongings into the truck, they informed me that actually the move would cost $2700. At that point since they had already been packing our belongings into their truck I felt pressured into agreeing for them to keep working as I had no other choice. During the day of the move, I spoke with a customer service representative on the phone and told her I was uncomfortable with what was happening, and she assured me I should have them keep moving and then during the next few days they would correct the problem by giving me a credit. Afterwards, when I was finally able to get in touch with someone from the company, they offered me $150 credit and refused to offer any more to account for the extra nearly $1000 that I was charged above the quoted price. There was no explanation for the significant increase in price other than "there were more items to move than we expected" even though I had gone through my inventory list many times with them beforehand to confirm. It also inexplicably took the movers 3 hours to make the drive between the pick up and destination locations that I made at the same time, on the same route, in 1 hour. These extra 2 hours of travel time were charged to me at the full rate, with no reasonable explanation for how or why it would have taken them so long to make the trip. The company has charged my credit card $2750 and has refused to offer me any credit beyond the initial $150.

  Customer response

  08/01/2022

  From: *********************** <******************>
  Date: Thu, Jul 28, 2022 at 5:55 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <**********@mybbb.org>
  
  Hi *****,
  
  Thank you for your assistance with my complaint with ZIp Moving. I wanted to let you know that I resolved the complaint with the company directly, so I can withdraw my complaint. Thank you.
  
  -*****************************
  

  
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: March 19, 2022 The movers punctured multiple holes in the condo walls and stairwell while moving me, in which my landlord charged me $300. The team lead remained on his phone the entire move, as he was puncturing holes in the walls.They are the most lackadaisical, negligent, and incompetent set of movers that I have ever experienced. Additionally, the team lead completely broke my headboard, which could of have been easily prevented. The teamlead stood the headboard straight in the air and it fell directly on a concrete post and busted through the headboard. Furthermore, the movers did not properly disassemble my headboard, while rushing to move me and dissassembled it more in the stairwell after it was already wrapped. The team lead was completely unbothered and unfocused from the beginning to the end, which costs me additional money for the repairs that was required due to their negligence. Lastly, Zip Moving instructed me to work directly through their claims adjuster and the claims adjuster is attempting to settle my claim for $42.06. What an insult!

  

  Business response

  06/08/2022

  To whom it may concern,

  We provided moving services for *** ****** ****** on March 19, 2022 (complete paperwok attached).  *** ****** refused to pay for the move, and paid 3 days later (22nd of March 2022) when advised that the case will be forwarded to ************ collectors office. It was explained to *** ****** on several occasions what the procedure was when it comes to the damages that occured during the move, and we were in constant communication with her during that time. (screenshots attached).  We explained to *** ******how how to file an official claim through CSI (claims.csipros.org), which is the standard practice of the company.  This is a third party agency that handles the majority of our complaints, as they are able to do the estimate based on the information the customer provides to them and level of liability they have purchased prior to the move.  Once they forward the estimate, we issue the advised refund at earliest convenience.  However, once CSI estimated the damages, *** ****** refused to accept the proposed compensation. (screenshots attached).  After her rejecting the compensation, we have tried reaching her on several occasions, however unsuccesfully (screenshot attached).  We need to point out that this was not the first time *** ****** rejected to communicate with us on resolving the issue, and when she did was rather unpleasant and uncooperative. As the whole team already advised *** ****** on multiple occasions, we would love to assist and resolve the complaint on mututal satisfaction, we would only need her to be more responsive in terms of communication.

  Customer response

  06/24/2022

  [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:

  First, the landlord charged $300 for damages due to the punctured holes within the premise as a result of the carelessness of the movers. I have the invoice from the landlord.

  I will be willing to settle for a reimbursement of the $300 charged from the landlord plus $99.20 that was previously offered and not a penny less.
  
  *************************

  

  Business response

  11/21/2022

  From: Tiana S************ <**********@zipmoving.us>
  Date: Mon, Nov 21, 2022 at 12:39 PM
  Subject: Re: ************************* 2nd Rebuttal (*********)
  To: *********************** <****************@mybbb.org>
  

  
  
  

  Hi *****,

  
  

  It's been a pleasure talking to you today.

  
  

  As stated in our official response, as well in our direct email exchanges with **************** - we absolutely accept to issue a monetary compensation in the requested amount of $399.20 for the customer.  As soon as the customer confirms and decides to settle the claim, we'll be more than happy to issue a refund via check.

  
  

  Should you have any further inquiries, please do not hesitate to contact me.

  
  

  I wish you a great rest of your day,

  Tiana

  
  

  
  

  Tiana S************ Customer Service Manager ************ | ************ www.zipmoving.us

  
  

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,The issue I am having has to do with the moving company. Prior to moving, I advised the moving company that there were 2 pieces of furniture that needed special care. I was advised by multiple employees both during scheduling and when the movers arrived at my house that they would follow my instructions and move the two items very carefully as they are antique pieces of furniture. Due to the conversations had with employees and the assurances I was given by the moving company, I felt comfortable proceeding with the appointment. The only things that were damaged in the move were the two pieces of furniture they told me they would be careful with. The company claims department that handles claims for moving company's has completely disregarded all information and documentation I have provided. Zip Moving and Storage was deliberately misleading and at NO point did they say or recommend that my requests was extravagant and could not be handled or that I needed the additional insurance. They provided inadequate advice and were over assuring so that they could get my business. The settlement with the claims department is punitive and does not even come close to the cost to repair the furniture damage.I am throughly disappointed with the service I received.

  Customer response

  07/11/2022

  ---------- Forwarded message ---------
  From: ************************* <*********************>
  Date: Sat, Jul 9, 2022 at 12:14 PM
  Subject: Complaint ********
  To: <[email protected]>
  

  
  

  Hello,

  
  

  Thank you for reaching out and I apologize about my delayed response, this notification got sent to my spam folder.

  
  

  I do want to report this, but if there is any assistance at all I would be interested in exploring that. 

  
  

  I feel that Zip moving was disingenuous and dishonest from the very beginning. Trying to work with the moving insurance for a claim has been exhausting as well.

  
  

  I do not know what else to do at this point.

  
  

   I did not see a reply button in the email message I got, but if there is a nothing way I can provide more information please let me know.

  
  

  Thank you,

  ****

  

  Business response

  10/21/2022

  We moved the customer on 01/23/2022 and they reported the above mentioned damages to us afterwards.  As per our standard procedure, we reached out to the customer directly and provided them with the instructions on how to file an official claim with *** - which they did on 01/27/2022.  The *** is legally obligated to do an evaluation of the damages based on the level of liability the customer signed prior to the move - in their case $0.60 per pound per item.  Their estimate of the damages based on the information and photos the customer provided was $76.5 (document attached).   Since the customer advised us that the amount is not sufficient, we agreed to pay $300 instead, as a gesture of goodwill, to which the customer gladly agreed and signed Full and Final settlement agreement with us (attached).

  
  

  Taking all of this into consideration, I am sure you are able to see that the claim was settled to customer satisfaction, with them also agreeing to settle the claim on BBB which was never done.

  
  

  Please let me know the outcome of this claim and should you have any questions or concerns, do not hesitate to contact me.

  
  

  Kind regards,

  Tiana

*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. ↩