State to State Moves Inc レビュー 

State to State Moves Inc からの回答

2024年1月18日 に更新

Hello Kayla,

I hope this message finds you well. We appreciate your feedback and understand your concerns regarding the recent cancellation of your move reservation from NY to NV. You reserved your move with a moving company you requested a quote from. Calling this business a Corey business is absolutely out of line for you to even say that. You decided to cancel your move two hours after you reserved because you wanted to go with the new company that quoted you a cheaper price we said we can price match meter beat the price. We also told you you can keep the original schedule we gave you so many different options however, services were rendered because your move was two weeks out from the date you signed meaning that your Carrier signed his agreement and job acceptance form And scheduled you . It stated clearly in the three documents that you signed that your deposit was nonrefundable so I think that you should re-consider your review as we are not predators.

Upon reviewing the circumstances, we want to emphasize that our policy, as outlined in the estimate you signed, clearly states that once a carrier is assigned, no refund can be issued due to the immediate dispatch of the job. We did, however, extend the courtesy of providing credit for you to reschedule your move within 24 months.

It's important to note that our intention is not to take advantage of our clients but to adhere to the policies in place. We offered alternatives such as rescheduling dates or maintaining the original reservation, but unfortunately, these options were declined.

We value your business and wish you the best in your future move endeavors. Should you reconsider, our extended credit remains available for your convenience.
This client is not being truthful on her response as not only is the cancellation policy on our website under cancellation policy. It’s also on the DocuSign that she filled out with her credit card information and here is the electronic signature we would request this for this review to be removed as we can provide documentation to prove otherwise.

Here is your electronic Signature please read fully

Electronic Signature: Kayla Goldman

I hereby confirm my signature on the following document: Thank You for choosing Bronze Star Moving and Storage (Broker). This is your cancellation policy after 72 hours your deposit is non-refundable. If you do cancel in your 72- hour window a 15% cancellation fee will be processed due to processing and bank fees. If customer books their move within fourteen (14) business days of the pick-up date, the 72- hour window is null and void. Any cancellation shall be made in writing to billing@bronzestarmoving.com. Any questions please call (888) 610-5045. Thank you for choosing Bronze Star Moving and Storage.

Sincerely,
Bronze Star

State to State Moves Inc からの回答

2023年12月18日

Dear Bill Lentz,

We regret the delay in addressing your concerns following your November 8th, 2022 move. We have not heard from you since Dec. 2022. We've thoroughly investigated your experience, and it seems there are discrepancies between your review and our records.

Regarding the $75 packing credit, we rectified the oversight by covering the charge and directly reimbursed your carrier at no expense to you. Additionally, our itemized bill detailed all packing charges incurred during the loading, which we reviewed with you in a recorded call. During this conversation, you indicated understanding and satisfaction with our resolution of the $75 charge.

After loading, you opted for complimentary storage for up to 30 days, and upon confirming your delivery address on 12/02/2022, you finalized delivery arrangements on 12/06/2022.

Upon your report of damages during transit on 12/06/2022, we promptly provided claims information for you to file necessary forms via moving claims.net. Please note, reimbursements for damages come from the carrier’s insurance via their claims department, not directly from the carrier. We were unaware of any settlement issues as the insurance company directly issues the reimbursement, not the carrier.

To address any remaining concerns, please contact info@bronzestarmoving.com or reach out to us at (888) 610-5045 directly.

Sincerely,

Customer Care Support at Bronze Star Moving and Storage"

State to State Moves Inc からの回答

2024年2月23日

Hello Michael

We are happy to have been able to provide you safe and efficient service on your move.
Please let us know if you ever need anything.

Thanks,
Bronze Star Moving

State to State Moves Inc からの回答

2024年2月23日

Hello Emma,

Thank you for the positive feedback on the crew that came out to service the move. We are happy you had a good experience.

Thanks,
Bronze Star Moving and Storage

State to State Moves Inc からの回答

2024年2月23日

Dear Adia,

Thank you for the positive feedback. Communication and transparency is key for clients in long distance moving. We are so happy you felt confident using us for your movers, and appreciate your business!

Thanks,
Bronze Star Moving and Storage

State to State Moves Inc からの回答

2023年11月17日

Hello Michael,
Thank you for taking the time to express your concerns. We understand your dissatisfaction and wish to clarify some points. As per our agreement, moves scheduled within 14 business days from the deposit date are non-refundable. This condition is explicitly stated in the estimate, which you acknowledged by electronically signing. We have also explained to you why you cannot receive a refund. Your job was already dispatched, and the job acceptance form was signed off by your assigned carrier.
As you are aware we follow guidelines set forth by the US Department of Transportation. We provided you a binding estimate. Later finding out you wanted to move not 1 but 2 cars by auto transport at no additional cost to you whatsoever. We explained in detail that was not possible as you must pay for auto transport on and it entails a second truck arriving for loading of the two cars it is a separate quote all together. You said that you cannot afford this move due to your work paying and giving you a set amount. We spent countless days and hours to find a solution that would work for you. Regarding the changes in your move, you initially requested a quote for your household move and later, after you reserved requested to add the transportation of two cars without considering the additional cost. Unfortunately, including the cars without extra payment was not feasible. We made every effort to find solutions, including offering a reduction in items to cut down the overall cost, which you declined. You explained you felt pressured however normal families are suggested to schedule moves 4-6 weeks in advance due to planning and coordinating the interstate long distance move. You waited under 14 business days. The pressure was already on you for waiting last minute to find movers. You were in no way forced to sign and because you had waited last minute to find movers your price was likely to increase because much like airline tickets the closer you wait to the date you need to fly the lower the availability and the more the price is. This is in no way deceptive because we have to follow the guidelines of the US DOT and we don’t get to make prices up. Your price per cubic ft is set in the system we do not get to change this. It is based on the size of the move, the distance the move is traveling, and services ordered such as auto transport of cars would be a separate quote given to you separate from the household move. Meaning a totally separate car carrier would have to quote you for the auto and send you a quote just for the vehicle because a separate auto shipper handles the auto. That company has a different name completely and is licensed through the US DOT for auto shipping. We strictly do household goods moves however are happy to assist clients that want to ship cars with the move. We have received numerous emails, filled with threats and foul language. You said you were told you could cancel verbally; however, you never requested a clause be added to the overriding the cancel policy you signed for 3 times.. You read your terms on all the 3 documents you filled out each one clearly stating no refund. We find these claims made are untrue and because you are not happy with the outcome of a refund you are turning towards reviews. However, we need to ensure that both sides of the situation are heard. We also need to remind you that multiple solutions were suggested and that you refused all options. We regret any confusion but assure you that our practices align with the agreements you signed, which outlined the services and terms explicitly. Your assigned carrier and crew were ready for the scheduled move, and services were prepared accordingly.
We respect your opinion and regret that we couldn't meet your expectations despite our efforts to provide multiple solutions within the agreed-upon framework.

Best regards,
Bronze Star Moving and Storage

State to State Moves Inc からの回答

2023年10月2日

Dear Kate,

We appreciate your feedback and would like to address your concerns. First, we want to clarify that being a broker for interstate moving is a standard practice in the industry. Brokers work with carriers to facilitate moving jobs, as carriers typically do not handle customer service, dispatch, or reservations for long-distance moves. This information is clearly stated in our US Department of Transportation registration and is mentioned six times in the estimate and bill of lading you signed.

Regarding the estimate, you received a Binding Moving Estimate based on the specific items and services you initially requested. This estimate is designed to remain unchanged as long as you do not add additional items or services. A week before the move, we reached out to you for a quality assurance call to update your inventory and provide you with an updated price. Unfortunately, you refused this call, which led to a last-minute addition of double the items from your original estimate on the day of loading. This understandably resulted in a 50% increase in the cost.

Because you refused to complete that call a week before loading. On the day when the movers did arrive you decided to last min go ahead and add double the amount you gave us on the first estimate and that is exactly the reason your price increased about 50% at loading. By law before the movers touch anything they have to list the condition, name of furniture, and amount of pieces going.Your movers gave you the revised estimate as DOT regulations require. Your list doubled due to you adding items not on the original estimate.

Our estimates are very straightforward forward and it goes into detail about additional items and services being added. It also shows the list of items and the names of each item you listed off at the bottom of the quote right before the signature. You were explained that as long as your list remains the same you would not be charged more for the exact services ordered in the orrigional estimate. You refused the call to make any updates prior to the mover's arrival at loading and then tried to do it with the movers on-site at your home. We want to emphasize that our estimates are clear and detailed, explaining the possibility of additional charges for extra items and services. You were informed that as long as your inventory remained the same, the price would not change. Regrettably, you chose to make changes on the day of loading rather than during the quality assurance call as suggested.

Additionally, the movers even offered to revert to the original cost for the services you initially ordered, provided you handled the additional items yourself. Unfortunately, this offer was declined, leading to the refusal of service.

Our customer service and quality assurance teams made several attempts to communicate with you from the scheduling of the move until loading, aiming to prepare you for a smooth move. We understand that moving can be a stressful process, and we genuinely tried to assist you.

We apologize for any inconvenience this may have caused and wish you the best of luck with your move. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team.

Thank you,
Bronze Star Moving and Storage