E-Z Movers Complaint - This moving company is awful

Review by Move on 2010-01-15
ILLINOIS -- For my last long-distance move from the Mid-West to the East Coast, I used E-Z Movers. While I thought I researched and located the best moving company, I later found out using them would be my biggest nightmare. I have moved every 2 years for the past 16 years and I can tell you that moving is rough so finding the right moving company to help you move your belongings properly and offers good service is important. I can assure you that this was not case this time. I have to say that this was the WORST moving experience ever. In the beginning things seemed like they were going really well...got what I thought was the best quote, spoke with someone who I thought was knowledgeable, courteous and helpful. Who knew he would turn out to be the biggest liar and cause me the biggest headache for months. The quote of course didn't end up being the best price and quickly increased the day of the move. The movers were late because the company decided another job was more important than mine even though I had a confirmed window. Totally threw off our whole schedule since this was a long-distance move. They handled 2 separate moving destinations for me and when the 1st move was done, the driver didn't arrive until 8pm and the job was done after 10pm. This was because the truck had mechanical issues. The 2nd move was sloppy and as the boxes delivered into my home, there were crushed ones, scratched furniture, broken plastic tote boxes, etc. I complained to the driver about the damages and he just put his hands up in the air and told me he had nothing to do with it and didn't want to get involved. What a joke. So I called the company to file a complaint and the guy tells me I have up to 6 months to get my damage/missing list together and not to just rattle off my complaints over the phone. Since my move was for 2 different destinations, I needed this time to review both jobs and make my fair assessment of the damages and missing boxes. I just contacted them this week to file my claim and to my surprise the 6 months was wrong. I only had 3 months. Again, I am misled by an employee at this company. I can go on and on about how lousy experience was with E-Z Movers that's how bad it's been. I am sharing my experience so that those of you looking for a reliable moving company should steer clear of this one. I can't believe that they lied, offered misleading info and when you have trouble don't want to help you at all and make you feel like you're the one with the problem.
Company Response on 02/03/2010:
Ms. Lee,

We have reviewed your claims and have addressed your points when you opened a case with the Better Business Bureau. You claimed in that case that you were told that you had 6 months to file a damage claim but you also admitted you reviewed the terms and conditions of the bill of lading in which it clearly states that all claims must be filed in writing within 90 days of delivery.

We are unsure as to why you neglected to mention this in your public review of our company, however, we find it negligent that as a consumer you would fail to mention to your peers that you were fully notified and aware of our policy as you admitted to the BBB. You also failed to mention that you were provided a detailed handbook at the time you booked your move as well as at the time of pick up which detailed to you the procedures for filing for a damage/loss claim. In that booklet it specifically instructs you to notate any and all damages on the inventory sheets at the time of delivery.

E-Z Movers provided this information at the time of booking your job so you would have enough time to review and familiarize yourself with the information. We feel that since you admitted you reviewed the information that to now claim you were misinformed is defamatory and negligent.

To address your complaint that the cost for your job quickly increased is also misleading. Your quote included $100 in packing materials for a TV, mattress and box spring, ottoman, and book shelves. Our move specialist was told that you were completely prepared for your move meaning that other than the afore mentioned items you were completely packed. In reality, you required an additional $184.50 in packing materials for cartons, wardrobe boxes, bubble wrap, mirror boxes, dish packs, tape, and more mattress covers. For the total cost of BOTH moves ($3,610.76) your move increased 5.1% - not a significant increase at all.

Again, to now complain that your move costs increased and NOT inform your peers that you did not fully disclose how much packing would be needed is negligent and defamatory. We apologize for the inconvenience of when the crew arrived to complete your delivery. You acknowledge the delay occurred due to a mechanical issue with the truck and we appreciate your honesty. The late arrival was out of our control and our crew attempted to complete the delivery to your satisfaction - as was the case for your New York delivery in which we guaranteed and delivered a 1 day delivery spread as a good faith gesture. Our normal spread is up to 10 business days.

We understand this issue is frustrating for all parties involved and have tried to provide resolution through the BBB and have even informed you of a neutral arbitration program through the American Moving & Storage Association (AMSA). Should you wish to pursue arbitration through AMSA the arbitration request forms can be found at: http://www.moving.org/.
Comments:1 Replies - Latest reply on 2010-01-15
Posted by Anonymous on 2010-01-15:
I don't understand...you were moving into two different destinations? Who actually packed your items and who loaded the truck? Are you military?

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