ComplaintsforGreat Nation Moving

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I first contacted GMM June 9, 2022 to quote for a move in late August. I spoke with ***************************. who requested I fill out an estimate form, and I soon received the initial quote for 800 Cubic Feet (Cf) when we spoke the following day. When I made a deposit on July 10 - and many subsequent calls after - I referenced that I overestimated the initial inventory amount so that I did not have sticker shock at the cost, and also shared that I was consolidating and selling off furniture to help reduce the cost of and help pay for the move. I also added storage to my move once I confirmed my address and moving date.On August 13, I sent an email to ******** requesting the pertinent info to make a check out to GMM. August 15, she replied with the info & another reply OFFERED TO REVIEW MY FINAL INVENTORY.I replied Yes, offered up a date, and asked "let me know if you need to chat earlier than that." I received no reply.On August 23, I receivedthe invoice from ***********************, and find that my actual inventory is only 600 cu.I call ****'s direct line and reference the amount sent to me. I express that I am frustrated by the "discount" where she says "final inventory should be provided 48 hours before the move, because we hold that space in storage, and if it doesn't take that space up, we could have provided that to another customer."I stressed to **** that I indeed, reached out to ********, and had we spoken, my estimate would have been less than 800 - I would have estimated 700 cubic feet.After multiple calls and emails, on September 1st, ******** returned my call and said she was "sorry" we didn't connect and **** was on it. On September 6, ***************************** emailed me my revised/final move invoice. It included the original $100 and a courtesy discount of $100, which was "the best they could do."Nowhere in any email, contract, nor in verbal communications was the 48 hour final inventory count mentioned as a statement, rule, or notice within the fine print.

  

  Business response

  11/08/2022

  Complaint # *******
  Shippers: ***********************************
  
  This is a Great Nation response to the above mentioned complaint. We would like to apologies for not exceeding customer expectations. We did review the  account and below have outline our response:
  
  June 6, 2022 we contacted the shipper to follow up on a relocation estimate inquiry.
  
  June10, 2022 based on the inventory provided by shipper we created an estimate of 800 CBF shipment. We emailed the estimate to shipper for a review before reservation.
  
  June 13, 2022 shipper contacted us - A SIT (STORAGE IN TRANSIT) was added to the estimate. We update the estimate accordingly and emailed it to shipper on that same day.
  
  June 30, 2022 the estimate was revised again -Warehouse service was added. The updated estimate was emailed to shipper on that same day of the revision.
  
  August 10,2022 shipper was contacted by our office for a follow up of the upcoming move and for any questions over the estimate. There was no changes made over the inventory list. Shipper asked if we can do the move on her preferred date August 20, 2022. Also, the moving coordinator asked to get connected and go over the inventory list before the moving day. Shipper never connected with her moving coordinator to make a revision or changes before the actual move.(we have attached a copy of the email) 

  Estimate States:
  
  This job is subject to a minimum handling fee. If the job is smaller than estimated, then credit of $50 per 100 cubic feet will apply. Due to the nature of our business all pick up and delivery dates can not be guaranteed. If you notice that this estimate is missing any inventory items or contact information please contact your moving representative for corrections.
  
  No calls were made by shipper before the actual move date. We do have a space reservation which means the company is to guarantee  the estimated cbf/space on the truck needed for a job , therefore, only a credit is to be applied if the shipment comes less.

  According to the contract we were to apply only $100.00 , however the company applied $200.00 just because we understand moving is overwhelming and sometimes there is not much time to get everything done timely. I am so sorry if our help was not enough but again our logistics  planned the crew and the truck  according to the estimate.. In a good faith we are willing to additionally help with $100.00 which actually now brings customer move cost close to what we were supposed to charge for the actual cbf of the final shipment. I hope shippers finds this helpful as we are going beyond what were supposed to.. 

  Customer response

  11/10/2022

  [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:

  
  

  In relation to your comment:

  Shipper never connected with her moving coordinator to make a revision or changes before the actual move.(we have attached a copy of the email)

  Estimate States:

  This job is subject to a minimum handling fee. If the job is smaller than estimated, then credit of $50 per 100 cubic feet will apply. Due to the nature of our business all pick up and delivery dates can not be guaranteed. If you notice that this estimate is missing any inventory items or contact information please contact your moving representative for corrections.

  This is incorrect. I am RE ATTACHING the reply I DID in fact make to the representative for corrections to the inventory, a little over an hour later. It is disingenuous to insinuate that I did not reply or ignored it.

  
  

  I was forthright and forthcoming through every stage of the process regarding this move, and ****** communicated my needs. Including the fact that with every communications I had with ********, I indicated that I overestimated what I would have, and would re-evaluate as I was selling off furniture to accommodate the relocation. If phone calls were recorded, you could find evidence that points to the fact that I knew that I would be estimating less than what I provided.

  
  

  While I do appreciate the additional $100 dollar credit, I do not appreciate that the claims were made that I did not do my due diligence as a customer. 

  
  

  While your fine print within estimate mentions those fees, it DOES NOT SAY that the estimate must be changed by a certain time or date, which was verbally communicated to me by a different representative, ****. Had that been stated in writing anywhere, I would have been much more adamant about changing that estimated number ahead of time and ensuring I had that number reflected before the movers came.

  
  

  I am not sure if the BBB shares with you all attachments I provided, but since character counts are limited in initial complaints, I am attaching the more detailed one I provided as well.

  
  

  I did reach out to change the estimate, and no good faith was made to reach out to me or reply, and no where did it state that there was a cut off time to make changes to the estimate. 

  
  

  I ensure you that I do not make this claim lightly, and appreciate further consideration and research into this matter.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  09/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Mine was a rush to move. I happened on to Great Nation and they had an opening that same week. They sent a quote quickly, it seemed reasonable, so on June 9th I paid the deposit of $500 using a credit card. Then for pickup of my belongings on June 10th, I had to send $1323.26 using ***** to ***** as instructed by *****. I found it strange but did it anyway because I was in desperate need. Great Nation Moving picked up my belongings in MD to transport them to TX. The delivery range was between 6/14 -7/5. I received my belongings on Sunday 6/19th. Half way through the move being unloaded, the movers asked me if I knew which other items on the truck were mine. They explained that they were not the ones who loaded the items onto the truck and therefore did not know. I pointed out which items were mine and they unloaded them into the garage. A few boxes were in bad shape, a couple of minor things were broken, but the real damage was to a stand-up desk. It is apparent from the damage that they placed heavy objects on the table causing the frame to bend. The desktop is no longer level and I can't fix it. I can't use the desk as is so I submitted a claim. The process to submit a claim is tedious, manual, and long. After complying with the process, they responded with a consideration amount of $24 for a $408 desk. They base their calculations on weight at $.60 per pound. I will not use again, nor do I recommend, this company to anyone based on this experience.

  

  Business response

  09/15/2022

  Hello There,

  wwe are truly sorry for the the damaged desk.

  we can offer a ***** compensation of $75

  because you have elected a liability protection plan our responsibility is only $.60 per ld per article

  i hope you accept the better offer of 300% over

  of $75

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved from Virginia and stored all our belongings with Great National Moving Co.. Our things were packed and put in storage by Great Nation a year and a half ago. On December 30, 2021 our things were delivered in an unmarked car and the driver was rude and hired two men from ********** to unpack the truck. The truck was full of crushed boxes and not all our belongings. Some of the boxes had been opened and items were missing and other items from plastic containers were in there. All of my 24 plastic boxes with heirloom items and art were not on the truck. Furniture was broken and glass was shattered. Original Art was totally destroyed as well. We followed the rules and filed with the ****** CLAIM MANAGEMENT. THEY HAVE TOLD US THAT THEY CAN NOT REPLACE THE VALUE FOR ANY PROPERTY DAMAGED OR LOST! THEY ALSO STATE WE NEEDED TO UNPACK ALL THE BOXES OF 30 YEARS PILE HIGH IN THE GARAGE AND THE BED ROOMS BEFORE THE MOVERS LEAVE!!! The movers might as well shredded everything and delivered it. We have lost thousand of dollars and many memories to no longer to be given to our children. We paid Great Nation over 12,000.00 dollars to pack,store, and delivered. This will never replace what we lost.

  

  Business response

  07/22/2022

  This is a Great Nation response to the above mentioned complaint/case number. We would like to apologies for not exceeding customer expectations and  if we have caused them any  inconveniences. We did review the  account and below have outline our response:
  
  Majority of  boxes were PBO (Packed by owner) where the moving company is unaware-of what is packed, how is packed and the original condition of the item  at the time of packing.  The company is not to be liable for any items/boxes PBO.
  
  By the picture shipper had attached we can not tell  the damage and can not confirm if  the box was packed by the movers or shipper. All pictures are very blurry.  It is possible  boxes to collapse during long storing but that should not always lead to damage of the contents. Sometimes if boxes are not filled entirely bottom to top and there is air/ space  can be a reason the box to collapse especially if store for a long period of time and pressing exist when a box is put over another box .. 
  
  Shippers states there are missing boxes/containers. However, the chronological way movers used on the inventory sheets and box stickers/labeling  should not be an indicator of missing items. The quantity shippers is claiming as missing is impossible. We understand sometimes during the actual transportation /unloading /loading process a confusion might happen and a box can get lost/mixed but that much number of boxes is just not possible. We do ask shipper to please fully unpack all the boxes before claim. Also, shippers submitted  a claim to our claim department already  but did not agree with the claim settlement. Shipper thought they will be entitled on a full value protection / replacement. Shipper did not purchase a  Full Value Protection plan and therefore the claim was processed  based on the contracted value protection they agreed upon at the time of reservation,  which is the basic plan which comes with the move. Based on valuation protection contract signed and claim submitted shipper is to be compensated in the amount of $225.00, however shippers has not yet responded to our claim settlement. We ask shipper to please be in touch with our claim department  for further assistance. If there are any other questions or documents need please reach out.

  Customer response

  08/08/2022

  [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:

  See Attachments
  
  Regards,
  
  ****** ******

  

  Business response

  08/18/2022

  We are sorry to hear our response was rejected by shipper. Unfortunately, they have not purchased a Full value coverage, therefore, the claim can not be approved differently than what the contract agreement states. As a courtesy we can additionally applied $200.00 towards what the claim department has already approved ($225.00) which will bring the total amount to $425.00. We hope shipper finds this amount much helpful. If there are any other questions or documents needed please reach out.

  Customer response

  08/30/2022

  [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:

  Great Nation Moving, LLC
  
  ***** ********* *****
  
  Rockville, MD *****
   
  August 30, 2022 
  
  Re: Move/Storage Damages Claim
  
  Great Nation Moving Account #: *******
  
  Client/Shipper: ******* and ****** ******
  Services provided: Move from residence at **** ******* *****, Springfield, VA ***** to Great Nation Moving Storage to new residence at *** ********** ****, Austin, TX *****
  
  BBB Complaint #: ********
  
  *****,
  
  We hired Great Nation Moving, LLC for the services noted above; moving our belongings on 9/15/2020, from a home that we sold at **** ******* *****, Springfield, VA to temporary storage provided by Great Nation Moving, at its Maryland facility, and then moving to our new home at *** ********** ****, Austin, Texas. Delivery of our possessions occurred on 12/30/21.
  
  By way of background I want to remind you of our experience. We put our trust in your company to carefully and safely move and store our belongings after being assured of your company’s professionalism. We paid about $14,000 in storage fees and about $19,700 for moving/packing services. A significant amount of money and as such, rightfully expected professional services. We were not previously informed, and shocked, that at the time of pickup about 8 of your employees arrived at our home and started moving activities including moving boxes and packing items to be put in moving boxes. With this amount of activity, it was impossible to keep up with what was being done by your employees and we took it on good faith that our possessions were all being handled carefully and that all items were loaded on the trucks. We even gave away some furniture to your employees. We were assured that our possessions would be safely stored in containers in your Maryland facility.
  
  We received our possessions at our new home at *** ********** ****, Austin, Texas on December 30, 2021. (The storage time was extended due to construction delays.) From the moment the driver arrived at our new home we were concerned about the delivery. The driver was alone (no Great Nation Moving authorized staff in addition to the driver.) The driver proceeded to search ********** ads to locate helpers. (We were told this by the 2 helpers he hired and one of the helpers told us that he had just recently been released from jail.) The driver was paying the helpers by the hour, which incentivized the driver to minimize the time onsite. These helpers were not Great Nation Moving employees and were not bonded or insured in anyway. The driver and helpers moved some items to locations we directed and we started to open boxes as soon as possible. Since the driver was in a hurry, he directed the helpers, along with himself to drop boxes in our garage because it would cost the driver less money than taking the time to place the boxes in the correct locations and allow us to examine the contents. As a result, our three-car garage was literally filled with boxes for us to go through—after the workers left. The driver insisted that we sign the moving documents so he could leave and insisted that we noted on the document that he had done a great job. He literally was leaning over my wife to make sure she wrote what he wanted her to say.
  
  This all brings me to sending you this letter to notify you of our position regarding your company’s services. As requested by your staff, we filed a claim through ****** Claims Management (via ** **** Claim) along with photographs of damaged/missing items and received an offer of $205.82 or $225.00 (not clear) for our loss.  As you might image, we are displeased with this offer. While we understand some of the contractual limitations that Anthem Claims Management may have, at their advice, we are submitting this request for additional compensation directly from Great Nation Moving.
  
  As you know, we submitted a complaint to the BBB and ultimately received a letter from Great Nation Moving (submitted to the BBB) that provided a response to our complaint. We submitted a response to that letter (not dated) (through the BBB) on 8/1/2022, that addressed each point in Great Nation’s response. Recently, ****** Claims Management (through the BBB) offered an amended total settlement of $425.00.
  
  One of the issues noted in the letter to us was that the photographic documentation submitted did not “clearly” show the damage to the items. We sent an email with photos attached to ****** Claims on 8/29/2022, to further clarify the damage to the items claimed.  Part of our issue with the claim is that it does not recognize, give value, to items we are missing. It is hard to take pictures to prove that we are missing an item if, in fact, that item is currently missing.  As an example, as part of the initial claim form, we provided a photograph of a yellow colored ***** vacuum cleaner and a photograph of our owner’s manual for that vacuum cleaner but since the item is missing, our claim was not accepted. We were also told that since we did not note missing/damaged items at the time of delivery; we could not submit a claim on any of those items.  As we already stated, it was IMPOSSIBLE, to unpack and examine everything, since the driver/helpers would not wait to complete that work. We previously provided you pictures of our completely filled garage and will send them again with this letter.
  
  In summary, we are asking that Great Nation Moving provide us additional compensation for our loss in consideration for our experience and your company’s performance.  While additional compensation will not make up for the loss of some valuables including valuable heirloom possessions, some of which date back to the 1800’s and cannot be replaced, compensation is our only recourse. We hope that you view this request favorably as we do not want to, but will consider moving forward with further actions to recover our losses.
  
  Yours truly,
  
  ******* ******
  
  Regards,
  
  ****** ****** 

• Initial Complaint

  09/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company wrote a contract for moving services. They did so after providing an estimate. When the move occurred, they ultimately charged me 250% more than the contract amount which amounted to a $5,500 increase over the contract. And, they threatened to withhold all my possessions until I signed gave them my credit card information and signed their paperwork.

  

  Business response

  09/21/2021

  RE: Complaint ID ********; *******************************
  
  We are truly sorry for not exceeding customers expectations. Based on the information received by the shipper via a telephone as well as a face time call (a face time walk  was done during which the customer was guiding the moving coordinator on what exactly is going and  what not) the company gave him an estimate of 9 hours and 6 workers. While working on the estimate the shippers was explained that if at any point/time he decides to change the inventory by adding an additional items (items which during the walk trough were to be handled by the owner) will simultaneously change the final cost as more hours and labor will be needed. At the time of the actual move another walk  was  done with the shipper and the Forman during which walk  pretty much everything is now going. The leader of the moving crew explained that based on what we are asked to move now it will require more labor and add more cost. Customer response was "oki". Movers worked exhaustedly for two complete days ( fyi, the original estimate was for one day move) doing a full packing of the entire property( heavy furnished) which required many workers, second day crew, truck, an additional logistics work to change schedule around to make sure a second day reservation was available on that short notice, tremendous amount of packing supplies (included with the move) for protection, loading, unloading, placing items where they belong at the new house and  more. When the payment was due shipper started to complain -not at any point of time before before that. Customer refuses to pay the actual amount of hours worked and furthermore asked movers to leave his property as  he will not be paying anything additional of what was his estimate despite of the additional services rendered.. Customer was supposed to do a big chunk of work or at least that was his anticipation during the original walk trough/reservation. When movers arrived almost nothing of what  customer was supposed to do was done. Customer did not have any damage/scratch or lost/missing items. The move was completed professionally. Now, the final cost is more  but again the company was authorized to do tremendous amount of additional work. Customer always had the option to use the movers just for the hours estimated yet when movers explained more hours will be need customer response was just "oki" and now that is an issue. As a courtesy our office is willing to add a discount of $350.00. Unfortunately we have tremendous amount of expenses on the account due to the longer hours and amount of work done to complete his relocation and not much to give but still we are willing to help. We hope the customer can find this as a fair resolution. According to the contract the company does not have to offer any discounts at all as the account is charged in accordance of work done and authorized by shipper.Tell us why here...

  Customer response

  10/05/2021

  [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:

  From: ******************************* <*************>
  Date: Tue, Oct 5, 2021 at 9:43 AM
  Subject: RE: ID *******************************
  To: *********************** <************************************>
  
  ****************:
  
  Thanks again for sending me the vendors explanation.  
  
  As I indicated in my initial complaint, the high-level facts are that Great Nation Moving exceeded their contract price by nearly 250%, costing me roughly $5,000 more than the agreed upon written price. When I objected, the owner, *****, threatened to confiscate all my belongings and that he would hold them until I agreed to the price. 
  
  Now that the company has responded, I can see that they have simply made-up facts and frankly lied about what happened.  While disappointed, I am not surprised because given that they essentially extorted $5,000 from me as noted above, lying to try and make it appear that they were above reproach must not be a big deal to them.  
  
  For ease of reference, I have cut and pasted their response below and provided the facts from my notes in ALL CAPS: 
  
  *******
  
  We are truly sorry for not exceeding customers expectations. THEY DID NOT JUST NOT EXCEED MY EXPECTATIONS, THEY LITERALLY WERE BY FAR THE WORST MOVER I HAVE WORKED WITH IN OVER 2 DOZEN MOVES IN MY LIFETIME. 
  
  Based on the information received by the shipper via a telephone as well as a face time call (a face time walk  was done during which the customer was guiding the moving coordinator on what exactly is going and  what not) the company gave him an estimate of 9 hours and 6 workers. IT SHOULD BE NOTED THAT I HAD ORIGINALLY SCHEDULED AN IN-PERSON WALK-THROUGH WITH GREAT NATION MOVING.  HOWEVER, THEIR EMPLOYEE, *****, TOLD ME THAT THEY COULD ONLY DO IT VIA **** **** SINCE HE WAS COMPETING WITH OTHER SALES PEOPLE FOR THE MEN AND TRUCKS ON THE AGREED UPON MOVE DATE OF JULY 21ST.  I TRIED SEVERAL TIMES TO GET HIM TO AGREE TO IN-PERSON, BUT HE WOULD NOT.  SO, DURING THE ******** CALL, I SPENT AN INORDINANTE AMOUNT OF TIME AND METICULOUSLY WENT THROUGH ROOM-BY-ROOM TO SHOW HIM ALL OF THE  ITEMS TO BE MOVED.  IN SHORT, IT WAS EVERYTHING IN THE HOUSE OTHER THAN CLOSETS AND THE KITCHEN.  HE CLEARLY UNDERSTOOD THAT AT THE TIME OF THE CALL AND WHEN HE PROVIDED THE AGREED UPON AMOUNT FOR THE MOVE. 
  
  While working on the estimate the shippers was explained that if at any point/time he decides to change the inventory by adding an additional items (items which during the walk trough were to be handled by the owner) will simultaneously change the final cost as more hours and labor will be needed. THIS IS COMPLETELY FALSE.  ***** OF GREAT NATION MOVING ACTUALLY TOLD ME THAT HE TENDS TO ESTIMATE HIGH SO THAT HE DOESNT END UP WITH A DISSATISFIED CUSTOMER AND THAT THE PRICE NEVER IS OVER BY MORE THAN 10% TO 15%.  RECALL, THEY CHARGED ME 250% MORE THAN THE AGREED UPON AMOUNT. 
  
  At the time of the actual move another walk  was  done with the shipper and the Forman during which walk  pretty much everything is now going. The leader of the moving crew explained that based on what we are asked to move now it will require more labor and add more cost. Customer response was "oki".  THIS TOO IS COMPLETELY FALSE.  THE GENTLEMAN IN CHARGE THE *** OF THE MOVE NEVER, NOT ONCE, EXPRESSED ANY ISSUE OVER THE CONTENTS OF THE MOVE.  AND, IN FACT, I REDUCED THE AMOUNT OF ITEMS TO BE MOVED FROM THE DATE OF THE ESTIMATE (NOT INCREASED).  NUMEROUS ITEMS THAT WERE IN THE HOUSE AND PARTICULARLY IN THE GARAGE, I ENDED UP DONATING TO **** **** AND HAULED MYSELF.  
  
  Movers worked exhaustedly for two complete days ( fyi, the original estimate was for one day move) doing a full packing of the entire property( heavy furnished) which required many workers, second day crew, truck, an additional logistics work to change schedule around to make sure a second day reservation was available on that short notice, tremendous amount of packing supplies (included with the move) for protection, loading, unloading, placing items where they belong at the new house and  more. THE FACT IS THAT OF THE 6 MEN WHO SHOWED UP TO MOVE, ONLY 2 OF THEM WORKED.  THE OTHER 4 LITERALLY SPENT MORE **** ON THEIR PHONES AND SMOKING OUTSIDE OF MY HOUSE (OVER MY OBJECTION).  THE 2 OLDER GENTLEMENT DID IN FACT WORK VERY HARD.  BUT, MOVING ALL THE CONTENTS (MINUS CLOSETS AND KITCHEN) OF A 6,000 SF HOME, WHICH INFO WAS PROVIDED TO GREAT NATION PRIOR TO THE ESTIMATE CANT BE DONE EFFICIENTLY BY JUST 2 MEN WORKING HARD.  MY WIFE COUNTED OVER 5 DOZEN CIGARETTE BUTTS ON OUR DRIVEWAY, IN OUR LANDSCAPING AND AROUND THE HOUSE.  THINK ABOUT THE AMOUNT OF TIME SPENT JUST SMOKING AND NOT WORKING.  ADD TO THAT THE TIME THEY SPENT ON THEIR PHONES (AGAIN, NOT THE TWO OLDER GENTLEMEN WHO GENUNIENLY TRIED TO GET THE MOVE ACCOMPLISHED). 
  
  When the payment was due shipper started to complain -not at any point of time before before that. Customer refuses to pay the actual amount of hours worked and furthermore asked movers to leave his property as  he will not be paying anything additional of what was his estimate despite of the additional services rendered.  IT IS CORRECT THAT THE FIRST TIME I RAISED AN OBJECTION OVER THE COST WAS WHEN THE FOREMAN ACTUALLY TOLD ME THE COST WOULD GROSSLY EXCEED THE ESTIMATE.  AT THAT MONENT, SEEING THEIR PROPOSED PRICE HIKE WITHOUT ANY INCREASE IN THE SCOPE OF WORK (ACTUALLY THE SCOPE WENT DOWN BECAUSE I MOVED NUMEROUS ITEMS OUT MYSELF IN ADVANCE).  SO, I IMMEDIATELY CALLED THE OWNER ***** AT 7 PM.  HE WAS DISMISSIVE, ARGUMENTATIVE AND THREATENING.  DURING OUR CONVERSATION HE VERY CLEARLY THREATENED TO WITHOLD ALL OF MY BELONGINGS UNTIL I AGREED TO THE MASSIVE PRICE INCREASE. 
  
  Customer was supposed to do a big chunk of work or at least that was his anticipation during the original walk trough/reservation. THIS IS FALSE.  THERE WAS NO INCREASE IN THE SCOPE FROM THE ******** WALK THROUGH.  IN FACT, THE SCOPE WENT DOWN.  When movers arrived almost nothing of what  customer was supposed to do was done. THERE WAS NOTHING FOR ME TO DO IN ADVANCE.  GREAT NATION WAS TO MOVE EVERYTHING OTHER THAN THE CLOSETS AND THE KITCHEN. 
  
  Customer did not have any damage/scratch or lost/missing items. The move was completed professionally.  IT IS CORRECT THAT NOTHING WAS SERIOUSLY DAMAGED. 
  
  Now, the final cost is more  but again the company was authorized to do tremendous amount of additional work. THE FINAL COST WAS 250% MORE, OR JUST SHY OF $5,000 MORE / INCREASE.  THE CONTRACT CALLED OUT THE DOLLAR AMOUNT AND ONLY AFTER THE VENDOR THREATENED TO TAKE POSSESSION OF ALL MY FAMILYS BELONGINGS UNLESS I SIGNED THE CREDIT CARD AUTHORIZATION.  IF THAT IS DEEMED AN AUTHORIZATION THEN IT WAS MOST CERTAINLY UNDER DURESS.  I SAID THIS TO BOTH THE FOREMAN AND TO *****, THE OWNER, BY PHONE. 
  
  Customer always had the option to use the movers just for the hours estimated yet when movers explained more hours will be need customer response was just oki and now that is an issue. As a courtesy our office is willing to add a discount of $350.00. THE ***** ***** AND ***** (EMPLOYEE) KNEW THAT WE BOOKED JULY 21ST BECAUSE I HAD A DEADLINE TO VACATE THE RESIDENCE ON ***** **** AS THE OWNER WAS PUTTING THE HOUSE ON THE MARKET.  I HAD NO OTHER OPTION, SINCE A) I HAD SIGNED A CONTRACT WITH GREAT NATION MOVING AND 2) I WAS OUT OF TIME TO VACATE.  AND THEY KNEW IT. 
  
  Unfortunately we have tremendous amount of expenses on the account due to the longer hours and amount of work done to complete his relocation and not much to give but still we are willing to help. We hope the customer can find this as a fair resolution. According to the contract the company does not have to offer any discounts at all as the account is charged in accordance of work done and authorized by shipper.Tell us why here...  THE BOTTOM LINE IS THIS APPEARS TO BE THEIR APPROACH TO BUSINESS PROVIDE AN ESTIMATE AND CONTRACT FOR THE WORK.  SHOW UP WITH A CREW WHERE ONLY 1/3 OF THE MEN ACTUALLY WORK TO COMPLETE THE JOB, GO WAY OVER (IN MY CASE 250% OVER AFTER ***** HAD SAID WE NEVER ARE OFF BY MORE THAN 10% TO 15%) AND THEN EXTORT THE OWNER BY THREATENING TO CONFISCATE ALL THEIR FAMILY BELONGINGS. 
  
  *******
  
  If these facts dont warrant a negative rating by the Better Business Bureau, then what does?  There is no chance that ***** or his company will honor the written agreement.  He made that clear the night I found out they would gouge me to such an incredible degree.  My calculus now is whether or not to litigate the matter, which of course comes with its own cost and time. 
  
  However, at a minimum, after the atrocious experience that I and my family endured the Bureau should at least take the steps to ensure these crooks don't impose the same pain on others by making sure their BBB rating reflects this experience. 
  
  Kindest Regards,
  
  ******* ****************

  

  Business response

  10/08/2021

  
  “THEY DID NOT JUST “NOT EXCEED…” MY EXPECTATIONS, THEY LITERALLY WERE BY FAR THE WORST MOVER I HAVE WORKED WITH IN OVER 2 DOZEN MOVES IN MY LIFETIME. “
  
  GNM RESPONSE-I am sorry you feel this way and that you disregard the extreme hard work our movers did. Not a single damage done to any of the items or property. I understand your are upset with the final cost but that cost is related to tremendous additional work you let and authorized our movers to do. 
  
  “IT SHOULD BE NOTED THAT I HAD ORIGINALLY SCHEDULED AN IN-PERSON WALK-THROUGH WITH GREAT NATION MOVING.  HOWEVER, THEIR EMPLOYEE, *****, TOLD ME THAT THEY COULD ONLY DO IT VIA **** **** SINCE HE WAS COMPETING WITH OTHER SALES PEOPLE FOR THE MEN AND TRUCKS ON THE AGREED UPON MOVE DATE OF JULY 21ST.  I TRIED SEVERAL TIMES TO GET HIM TO AGREE TO IN-PERSON, BUT HE WOULD NOT.  SO, DURING THE ******** CALL, I SPENT AN INORDINANTE AMOUNT OF TIME AND METICULOUSLY WENT THROUGH ROOM-BY-ROOM TO SHOW HIM ALL OF THE ITEMS TO BE MOVED.  IN SHORT, IT WAS EVERYTHING IN THE HOUSE OTHER THAN CLOSETS AND THE KITCHEN.  HE CLEARLY UNDERSTOOD THAT AT THE TIME OF THE CALL AND WHEN HE PROVIDED THE AGREED UPON AMOUNT FOR THE MOVE. “
  
  ***** OF GREAT NATION MOVING ACTUALLY TOLD ME THAT HE TENDS TO ESTIMATE HIGH SO THAT HE DOESN’T END UP WITH A DISSATISFIED CUSTOMER AND THAT THE PRICE NEVER IS OVER BY MORE THAN 10% TO 15%.  
  
  RECALL, THEY CHARGED ME 250% MORE THAN THE AGREED UPON AMOUNT.” 
  
  GNM RESPONSE-We charge according to the amount of work we rendered, nothing less or more. If we charged more than the estimate that means more work was done. Work that was not originally planned to be done by the movers. 
  
  THE GENTLEMAN IN CHARGE THE DAY OF THE MOVE NEVER, NOT ONCE, EXPRESSED ANY ISSUE OVER THE CONTENTS OF THE MOVE.  AND, IN FACT, I REDUCED THE AMOUNT OF ITEMS TO BE MOVED FROM THE DATE OF THE ESTIMATE (NOT INCREASED).  NUMEROUS ITEMS THAT WERE IN THE HOUSE AND PARTICULARLY IN THE GARAGE, I ENDED UP DONATING TO **** **** AND HAULED MYSELF.  
  
  GNM RESPONSE-Movers took two days to complete the job and shipper was aware of the longer hours and cost to be completed as he authorized the movers to do the second day move and/or the additional hours worked.
  
  THE FACT IS THAT OF THE 6 MEN WHO SHOWED UP TO MOVE, ONLY 2 OF THEM WORKED.  THE OTHER 4 LITERALLY SPENT MORE TIME ON THEIR PHONES AND SMOKING OUTSIDE OF MY HOUSE (OVER MY OBJECTION).  THE 2 OLDER GENTLEMENT DID IN FACT WORK VERY HARD.  BUT, MOVING ALL THE CONTENTS (MINUS CLOSETS AND KITCHEN) OF A 6,000 SF HOME, WHICH INFO WAS PROVIDED TO GREAT NATION PRIOR TO THE ESTIMATE CAN’T BE DONE EFFICIENTLY BY JUST 2 MEN WORKING HARD.  MY WIFE COUNTED OVER 5 DOZEN CIGARETTE BUTTS ON OUR DRIVEWAY, IN OUR LANDSCAPING AND AROUND THE HOUSE.  THINK ABOUT THE AMOUNT OF TIME SPENT JUST SMOKING AND NOT WORKING.  ADD TO THAT THE TIME THEY SPENT ON THEIR PHONES (AGAIN, NOT THE TWO OLDER GENTLEMEN WHO GENUNIENLY TRIED TO GET THE MOVE ACCOMPLISHED). 
  
  “IT IS CORRECT THAT THE FIRST TIME I RAISED AN OBJECTION OVER THE COST WAS WHEN THE FOREMAN ACTUALLY TOLD ME THE COST WOULD GROSSLY EXCEED THE ESTIMATE.  AT THAT MONENT, SEEING THEIR PROPOSED PRICE HIKE WITHOUT ANY INCREASE IN THE SCOPE OF WORK (ACTUALLY THE SCOPE WENT DOWN BECAUSE I MOVED NUMEROUS ITEMS OUT MYSELF IN ADVANCE).  SO, I IMMEDIATELY CALLED THE OWNER DAVID AT 7 PM.  HE WAS DISMISSIVE, ARGUMENTATIVE AND THREATENING.  DURING OUR CONVERSATION HE VERY CLEARLY THREATENED TO WITHOLD ALL OF MY BELONGINGS UNTIL I AGREED TO THE MASSIVE PRICE INCREASE. “
  
  GNM RESPONSE-How can movers work over the estimated 9H and that would not rise question of how that additional worked time will change the final cost. Shipper was kept informed at all the time. Even at the time of booking customer was told  the job will be based on the final hours it takes to be completed . We can not do any additional work without an authorization by the customer.
  
  “THE FINAL COST WAS 250% MORE, OR JUST SHY OF $5,000 MORE / INCREASE.  THE CONTRACT CALLED OUT THE DOLLAR AMOUNT AND ONLY AFTER THE VENDOR THREATENED TO TAKE POSSESSION OF ALL MY FAMILY’S BELONGINGS UNLESS I SIGNED THE CREDIT CARD AUTHORIZATION.  IF THAT IS DEEMED AN “AUTHORIZATION” THEN IT WAS MOST CERTAINLY UNDER DURESS.  I SAID THIS TO BOTH THE FOREMAN AND TO *****, THE OWNER, BY PHONE. “
  
  GNM RESPONSE- It was a huge property with tons of hard work required in order the job be successfully  complete. “THE VENDOR THREATENED” -is over exaggerated wrongful statement. The Forman simply asked for the bill to be paid in accordance of the agreement customer signed and the work we rendered. We did not want to get anything we did not work for. We worked exhaustingly for two long days for which the shipper refused/argued  to pay.
  
  THE BOTTOM LINE IS THIS APPEARS TO BE THEIR APPROACH TO “BUSINESS” … PROVIDE AN ESTIMATE AND CONTRACT FOR THE WORK.  SHOW UP WITH A CREW WHERE ONLY 1/3 OF THE MEN ACTUALLY WORK TO COMPLETE THE JOB, GO WAY OVER (IN MY CASE 250% OVER AFTER ***** HAD SAID WE NEVER ARE OFF BY MORE THAN 10% TO 15%) AND THEN EXTORT THE OWNER BY THREATENING TO CONFISCATE ALL THEIR FAMILY BELONGINGS. 
  
  GNM RESPONSE- We are truly hurt with the above customer accusation. The amount of inventory we were to move was provided by the shipper. ***** based his hourly estimate solely based on the information received by the customer. 
  
  It is clearly stated on our estimate;**** This Price is an “ Estimate Only” and it is based on the information provided by the customer over the phone or true in home appointment. This quote is based on estimated time and the final price will be determined based on the actual time it needs to complete the job. While we try to be very accurate, this is a” non-biding” estimate and it may take longer time to complete the job.”
  
  *******
  
  “There is no chance that ***** or his company will honor the written agreement. “ 

  
  GNM RESPONSE- The written agreement is the final bill of lading.
  
  “However, at a minimum, after the atrocious experience that I and my family endured the Bureau should at least take the steps to ensure these crooks don’t impose the same pain on others by making sure their BBB rating reflects this experience.” 
  
  GNM RESPONSE- There is always two sides of the story but calling NAMES because of asking the movers to do more work which simultaneously changes the cost is NOT  nice at all. The warning you are giving to potential consumers  based on your experience (when they have no way of knowing the actual facts behind it)  might walk away potential clients but will you make them a favor or NOT is UNKNOWN. We do relocate thousands of families per year, and like every other Business we might face issues sometimes, but we always, always give our BEST AND/OR EXCELLENCE PERFORMANCE  to each one of  the thousands+ moves we do.
  
  Again we are very sorry the expectations with your move were not met. We by no means wanted to make you upset with your relocation. Like we said in our previous response we are ready to cut some courtesy discount to help but please do not expect us to “honor the original estimate” since that was not nearly close to the actual amount of work YOU authorized the movers do.Tell us why here...

• Initial Complaint

  09/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This complaint concerns:Great Nation Moving, LLC,*******************. Rockville MD, ******.Order Number: 1310557.Cost of move: $6,103.15.Move pickup in Alexandria, VA: June 13, 2021.Move delivery in Norfolk, VA: July 12, 2021.Storage in warehouse for almost a month. Compliant: Missing items from move. More information is in the attached pdf file

  

  Business response

  10/08/2021

  Please accept our apology for not being very prompt with your request. We have exchanged a few text messages and in one of the messages you told us ***** (the logistics) was not able to allocate any of the missing items , then you asked us to send you the claim information and we did immediately. Unfortunately, in cases of lost/missing items a claim must be filled out (unless we allocate the missing item(s)). I know it takes a few additional steps and extra time to submit the claim but that is in accordance with the agreement.
  Movers use the inventory sheets for numerous reasons such as to list each item they are moving as well the original condition of the item or/and other notations needed.  Each item, even a piece of furniture (if disassembled) is counted as a number. The chronological way movers used on the inventory sheets should not be an indicator of missing items. If for sure the items you have listed on the claim in fact are missing then you will need to file a claim. Once the claim is processed and complete you can always get back to our office for an additional assistance /help if needed.  I understand we  stored your shipment for awhile but each shipment  is individually kept at our warehouse facility and there is very small (almost none) chance movers to leave items behind. Have you unpacked all boxes 100%?

  Customer response

  11/24/2021

  [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:

  
  

  Great Nation Moving did not address the issue of the missing boxes and items and that they mishandled the move and misread our compliant. We still dont understand how the move could be so mismanaged that 10 boxes and 4 other items were never delivered. As previously stated, we first noticed one of the garment boxes was missing, which was easy since we only received 10 of the 11 large garment boxes. We reported the missing garment box and item number soon after our delivery date in mid-July and were told to wait until everything was unpacked and to then report all the missing items. We noted the received item numbers as we unpacked and, after we unpacked all the items that we received, we reported the 10 missing boxes and 4 missing unidentified items near the end of August. Great Nation is still saying "we asked you if you have unpacked all boxes that were DELIVERED to you" which we told Great Nation had been done back in August. So after letting Great Nation know that items were missing in July, confirming in August that everything had been unpacked and giving Great Nation a list of the missing boxes and item numbers, only now have they created a ticket for our account which should have been done in July or August, at the very latest. Also, they still haven't answered how to fill out the claim form of missing items when most items don't fit the information asked for on the form. For example, the partial list of missing books cant be associated with a particular box number. The loose-leaf binders of song tabs and miscellaneous music notes and the spiral notebook with musical notations were created over years and cant be associated with a particular box number and the monetary value hard to determine. Also, the items missing from a desk, such as a handmade metal box; or file folders of product warranty information and papers from college English courses; or the music holder that is part of the keyboard don't fit the form.

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

  

  Business response

  12/20/2021

  In accordance of the agreement signed (Section: Addendum Valuation Coverage of the contract)  for any missing/lost or damage items shipper is to file a claim (if the items are not found). The  claim information was sent to the shipper a few months ago. Shipper needs to contact our claim  department for further instructions of how to fill the form out. Once the claim is processed and  complete you can always get back to our office for an additional assistance /help if needed.  
  
  

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in reference to my recent move with Great Nation Moving, LLC, move Ref. #: *******.The original binding estimate was based on an actual inventory that was submitted via a house for sale link, which showed all items to be moved, as well as a physical inventory that was performed by *** ******** **************. Upon completion of loading my household on the truck, I was told that the items exceeded the original estimate by 250 Cu. Ft., and therefore I was asked to sign an escalated charge of $1,125 for this. The originally quoted items to be moved were not changed, however this charge was created violating the originally agreed upon BINDING estimate creating a bait and switch practice. In addition, there were no recession of an old estimate and execution of new estimate violating 49 CFR 305 code. I was also charged $400 for storage which was not part of the agreement, so that they meet their own delivery date. I ask for a certified check refund in the amount of $1,525.

  

  Business response

  08/26/2021

  This is a Great Nation respond to complaint number ********. First and foremost we would like to apologies to our customer for not exceeding his expectation. We always strive for the best service and definitely are not happy when the expectations are not met. Below is the company response to shippers complaint issues:
  
  (1). Additional Inventory /CBF/Space-  The account was based on the inventory provided by the customer. Yes, the account had a visual home estimate but despite that we do mainly rely on customer to walk us through the house and to let us know what items will be moved and what not. After a close review of shippers original inventory(done at the time of reservation)  and the final inventory(done at the time of the actual service) changes were discovered (additional items added to the original inventory). Here is the  list of an additional items (items that were not to on the original inventory provided at the time of reservation) neither were they mentioned to the moving coordinator advanced as changes /additions before the actual service which could have eliminated  surprises at the time of the actual service -
  
  Canopy
  Air compressor
  Bike Wrack

  soozier
  cooler
  Corn Board Game
  Corn Hole Game
  Dolly
  X-Mas Tree base
  Keyword Stand
  Dog Cage
  SuitCase
  Freezer
  Sofa
  Love seat
  Trash Can
  Vacuum cleaner
  Additional Workout equipments(weights and other equipments)
  Additional Garage items(tool boxes)
  
  We have highlighted the additional items on the inventory sheets(please see the attached inventory copy). As reference , we have attached the original inventory provided at the time of booking too. We are not sure if these additional items were originally  not to be moved but they all needed up moving. 
  
  (2).Pick up/Delivery Dates- As per the agreed contract (please see the attached copy of the bill of lading) -The estimated pick up date is 08/05/2021. Delivery Range: 08/06/2021-08/10/2021. All dates are estimated only and never guaranteed ( please  see the attached bill of lading section  (3). Disclosure). Shipper first available date to accept shipment was 08/06/2021 the company wanted to deliver on 08/07/2021. Shipper could not accept the movers on the date the company estimated to deliver, therefore, the shipment had to be held on the moving van till customer was able to accept shipment. An overnight storage in transit charge of $400.00  was charged as the moving van could not proceed further with the original logistics scheduled  being occupied an additional days with shippers house hold goods. 
  
  We are not happy with the complaint either  we did to our best to make sure the service is excellent, also shipper was provided with unlimited boxes to use, pick up and deliver super quick(usually shippers are extremely happy to received their goods asap after pick up), no damage reported. We understand shipper might have another plans and we not being able to meet them  created disappointment( we are sorry about that), however,  any changes over what was originally planned with in accordance of the agreement caused us an additional work and resources to be completed which is expensive. As a good faith and with the hope to bring this to a resolution we would like to offer customers $250.00 discount. I hope the shipper will find this as satisfactory resolution. We are always here to help if needed. Please feel free to reach out at any time if anything additional is needed. We are looking forward to resolving customers concern. Thank you for your time

  Customer response

  08/26/2021

  [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 original estimate was based on an actual walk-through with the estimator showing all items to be moved.  The estimator took notes of all the items we identified at that time.  The claim now that items have been added is not true.  Also, the house for sale link which I provided to them prior to the move showed all items in the house.  Lack of putting these items on the estimate by the moving company should not be at the cost of the shipper.  Unfortunately, providing low estimates, then adding cost after loading the truck is a "bait and switch" practice that I do not agree with.

  The added cost of $400 for "extra storage" has no merit, as the agreement on a delivery date was not unilateral.  Shipping company should agree with customer on a specific delivery date, prior to placing items on truck and dictating a delivery date.

  In effort not to escalate this issue further, I can settle for the reimbursement of the "storage fee" $400 + $600 for "extra space" for a total of $1000 refund.  Otherwise, I had no other option but reject and take further action on this claim.

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

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