ComplaintsforEastland Movers LLC

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the company on 2/7 to come pack and move my home and relocate my items to a new home on 2/9. The service was performed and payment secured. A few days later when unpacking i noticed several box were poorly packed and items damaged. After packing the last box of the move, I noticed that I was missing my wedding rings and several watched, a long with my dressers being damaged. I contacted the company and informed the rep of the issue. He stated that someone from customer service would call me back immediately to fill the claim. The call from customer service never came. I called back the next day, and was given the same information and still not call back from customer service. I have been call leaving voicemails and doing this back forth dance with company for over a month. They will not call me back to submit a claim and the driver took the final paper work with the information to fill a claim. I have left several voicemails at the following numbers ************ and ************ that if I did not hear back from someone I would file a theft report and damage report with local law enforcement. I honored my part of the contract and desire that they fulfill theirs..

  

  Business response

  04/18/2023

  To whom it may concern,
  this is a response to *************************`s claim to our company.
  
  During the initial call between our sales representative and ************, ************ said he would pack his own boxes in advance. On the day of the move, they really were packed and sealed by him, and our movers just loaded them on the truck and unloaded them at the delivery location. His move was local, which means that everything that was picked up on the pickup location was delivered straight to his new home. There is absolutely no way that he`s missing some items or boxes because there were no other stops on the way. He`s claiming that he's missing only some valuable items from his boxes. First of all, our movers do not open the boxes when the customer has packed in advance they only move them. Secondly, how could they possibly know which box he had his valuables in so they could steal them??? This is a very ugly lie accusing our movers of theft when he knows very well that`s not the truth.
  Moreover, we have attached his signed estimate and the paperwork he signed on the day of the move. On both, it clearly says the following:
   Eastland Movers LLC will NOT cover loss or damage to jewelry, precious stones, silverware, personal electronics, documents, stamps, laptops, mechanical damage to electronic components or any similar valuables, compressed wood furniture. Eastland Movers advises you personally to transport any items that are irreplicable, valuable, or have sentimental value to you or your family. 
  Please see the paperwork attached. He was perfectly aware that we do not transport and take responsibility for any of those items.
  
  Regarding his second statement about the damaged dresser, when he called our sales representative, our representative told him that *********** needed to send pictures of the damaged items as proof so we can file the claim. He never did that. When/if he does, he will be reimbursed for the damage based on the Valuation Option he chose on the day of the move. You will find this document as well attached to this letter.
  
  Please feel free to contact us at any time if you have any questions or concerns.
  

  Best Regards,
  Eastland Movers Team

  Customer response

  04/19/2023

  [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: they are lying and have provided incorrect information. When I initially called, I never said I would pack any boxes. As you can see in the attached file they sent me a quote to include full service with packing. And I accepted the by paying the deposit. You can see the deposit was made literally a few moments after the contract came over through email while on the phone with the rep. So the company packed up every item in my house that came to my new home  

  Secondly, they stated that I would not know what boxes the values were in. That is correct, that is why I said when I unpacked all the boxes I noticed watches and my wedding ring missing. They were contacted multiple times and did not make any effort to get back in touch with me for resolution. I honored my end of the contract and they breach their duty of care to me  

  Lastly, they said when I told them about the dresser someone to take pictures. That is false also. No one every spoke with me on any resolution. At this point, I fell as if the company is out to scam people. Because how can you say that you will not cover valuables or jewelry. Especially when your company is at fault for the lost. They act as if the company can not have untrustworthy employees.
  

  In my final statement, I want to share that I have receipts of proof of when every time called the company and the duration of the call. The duration of any was not long enough for anyone to give me any advisement because they pawning me off to another department  

  Thus, the fabricated a bogus reply instead of trying to get to a resolution. 
  

  Regards,
  
  *********************

  

  Business response

  05/05/2023

  To whom it may concern,
  

  I`ll have to repeat myself and explain to ************ to have a look at his estimate and bill of lading. Because he has conveniently screenshotted only part of the estimate. On both clearly states:
  Eastland Movers LLC will NOT cover loss or damage to jewelry, precious stones, silverware, personal electronics, documents, stamps, laptops, mechanical damage to electronic components or any similar valuables, compressed wood furniture. Eastland Movers advises you personally to transport any items that are irreplicable, valuable, or have sentimental value to you or your family. 
  Every moving company has this in both the estimate and bill of lading. The reason why is obvious. To prevent customers from accusing the movers and the moving companies of stealing their valuables. If a customer says he`s missing a valuable item it`s the movers word against theirs. That is why we have clearly stated that we DO NOT transport and take responsibility for any valuable items or items that have sentimental value to the client. That was explained to ************ when he called us.
  What happens if after each move the customer says they have an item that costs 1 million dollars and it`s surprisingly missing and was never mentioned to us before the move????? It makes absolutely no sense and there`s no way you can expect us to be responsible for items that are of high value, and you never mentioned them in advance. You can easily make this up. This is your statement but there is absolutely no proof that there were rings and watches transported.   
  That`s the reason why we have this clause in our estimates and BOL, not because the movers are untrustworthy. How can you accuse us of scamming people when we have included this clause in advance???
  Moreover, on the Valuation Selection Document, you have chosen option 2. WAIVER of Full (Replacement) Value Protection and you have signed that you release your shipment to a maximum value of 60-cents-per-pound per article. (Please see the Document Attached). 
  And lastly, regarding your dresser. The situation is similar. How do you expect us to reimburse you when we do not have proof (a picture) that the dresser is damaged? As soon as you send us a picture, you will be reimbursed based on the valuation selection you have chosen.  
  
  Regards,
  Eastland Movers Team

• Initial Complaint

  07/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the absolute worst company I have ever come in contact with and they do not care about their customers one bit. We got stuck with this company after Budget sold our move to them. They were so unorganized and entirely unhelpful during this extremely stressful process. The move started out with us having a multi-day pickup window with only a 24 hour notice of when they would be arriving to pick up our stuff. They then tried to push up our pickup which we declined as it was not within our pickup window. Then when the movers arrived is when the scam started. The movers failed to state that we could pay with ***** and only told my husband he could pay with cash or credit card but that the credit card fee was 5%. Of course, they failed to mention the credit card fee prior to pickup or else we would've just paid with cash or ***** if the moving crew would've said that was an option.They arrived at 12:30 pm and did not start loading our belongings until 2 pm. My husband had our boxes nicely organized in one room to make their job easier but instead they spread out every single box and sorted it into piles by size. This all took two hours to do. My husband had confirmed the inventory which was 70 boxes, but the movers were insisting it was 100 because of the size of some boxes and it "saved money" by saying there were 100 boxes instead of accounting for the size of the larger boxes. My husband then had to correct the movers' math as things were not adding up. He had to look over his shoulder and correct him as needed because the individual was incorrectly adding up our expenses. The movers then insisted that our sectional and chair needed wrapped (which we were NEVER told about prior to the move, or else we would have done it ourselves) and refused to load the truck without us paying them to have it wrapped and for the labor it took to do so. Please email for the rest of my complaint as it will not fit within this box.

  

  Business response

  07/27/2022

  Please find our official response as a PDF file attached to this message. It says she has emailed the rest of her complaint which we have not received. Please feel free to send it so we can reply to it as well. This lady was very hard to work with, very rude and disrespectful to our workers because of their origin and we would like to make everything clear and state and prove our point. Thank you.

  Customer response

  07/27/2022

  [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:
  The company has yet again blatantly lied about my experience to try to cover their tracks. In response to me being “extremely rude” and “pushing the workers” to move as fast as possible, this is entirely untrue. I was not present for the pickup and was only present for about 30 minutes of the delivery as I had to go to work. I barely even spoke to the workers so I’m unsure of how I could’ve even treated them badly if I was barely present for the in-person process. With that being said, seeing as I barely had contact with the workers, it is once again a false statement that I treated them badly due to their origin. I have not once been contacted by a manager to discuss my moving experience after Luca lied and kept telling me someone else would call me. The only nice person we came into contact with was Maria who called to let us know the crew had a flat tire and had to delay our delivery to the next day. We were not made aware of the credit card convenience fee in advance until the second the movers arrived and we’re ready to collect payment. ***** was not offered to us on the day of pickup. My husband had counted the exact boxes to match the inventory and the company could not explain why their numbers differed. This company needs to take accountability for their shady actions. I would not have spent time going through the reporting process just to make up lies about my experience, I have better things to do with my time. I reported this company as I believe this is a pertinent issue that needs to be rectified so other customers do not have the same experience I did. 
  Regards,
  
  *******************************
  

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