ComplaintsforOndemand Movers USA

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2024 I utilized On Demand Movers USA for a move. Initially, I was told by the movers and signed a receipt for a charge of $591.27. The mover explained that the charge was for the time period of the move (6 hours). Also, I'd paid a deposit of $185 prior to the move. The next day I was charged again for $258. In addition, my 55 inch television and lamp shade were damaged and left unusable. I immediately contacted the company, first speaking with the person who answers the phone, her email she gave upon my initial reservation is ******************************** She suggested that I call back and speak with the supervisor. I tried several times via phone and email before finally speaking with the supervisor. I was told that the charge was for the move but he did not offer any real explanation. He also told me to file a claim with the claims department for my damaged items. After several attempts to reach the claims department I contacted ******************************* again. She gave me an email to send my complaint. Again there was no response after calls and emails until I sent a email titled Final Attempt before further action is taken. I then received a response from ******* ******** on July 30th. She requested that I complete and submit the claims form, which I did immediately. It is now August 5th. I have been without my items for nearly a month. I have not heard from anyone and there has been no response from my follow up email. I would like to have my damaged items reimbursed and I would like for the second charge that was made to my credit card on July 17th to be refunded.

  

  Business response

  09/10/2024

  We actually moved for *******,
  
  She claimed we broke her Tv and her lap shade during the move. I am almost 1000% we didn't because we have 2 Tv boxes on all our trucks to help transport client's TVs from point a - b.
  
  She reported that her Tv and lamp shade was broken after the move. We immediately sent her a damage clams form which she never sent back. We sent her another form on August 22nd , she finally filled it out and still didn't include the weight of the items. 
  
  As you can see in the shipping valuation (on the estimate and bill of lading), damage claims compensation is based on the weight of the damaged item. I attached a copy of the claims form she submitted. 
  
  I called her to let her know she needed to include the weight of the items; I still haven't heard back from her till now. We have never for once said we will not honor her claims, all we are doing is doing our due diligence and gathering all information to help us determine how much she gets as compensation. 
  
  She was never charged any additional amount . I attached a copy of her invoice(Bill of Lading) showing the full breakdown of the cost of the move. Also showing , start time ,end time with signature that is also time stamped. I have no idea what she is upset about. 
  
  Her move took longer than expected because she had a lot more items. On move day she claimed she requested 3 movers, when she clearly paid for and signed for 2 on her estimate (attached). She moved into a4th-floor walk-up building with an additional basement storage, which meant it would take a little more time to complete her move. 
  
  Given these circumstances, it seems her negative review is unjustified. We are actively working to resolve her claims, and the review does not reflect the efforts we are making to address her concerns.
  Please consider dismissing this review as it appears to be unfounded.

  Customer response

  09/10/2024

   
  Complaint: 22096961
  
  I am rejecting this response because:

  The business is flat out lying about me not being responsive when in fact THEY have not been responsive. I can send screen shots of when I first contacted them and the attempts Ive made since my move almost two months ago. They are just today, 9/10/24, sending me an email requesting the weight of my items. Its a good thing that I didnt throw the items out which Im guessing thats what they are hoping so that they could not fulfill the claim. I do not appreciate them lying and saying that I claimed they broke my things. I was standing right there and saw when my lamp shade fell and was damaged! 
  Also, I suggested three movers in the beginning because Ive had experiences with movers trying to take their time to get paid more. I was told that the move would only require 2 movers. When I scheduled the moved I informed them that I was moving to the 4th floor with no elevator. I also stressed this when the movers arrived the morning of the move. In fact I stressed that multiple times. Each time I was reassured that it would be fine and the move would be completed in the stated amount of time. 
  They also charged me an additional fee  AFTER the final amount was paid at the end of the move. I feel that this company does a bait and switch making the customer think that its one price then charge them additional fees after the move. This company has shown to be dishonest in their practices. It should not take two months to resolve a claim! 

  
  
  Sincerely,
  
  ******* ********

  

  Business response

  10/08/2024

  I wanted to address your recent concerns regarding the claims process. Weve provided a copy of the claims form you submitted, which indicates that the weight of the damaged items was not fully completed. While we have never denied responsibility for the damages, we need this information to process any claims. Although you sent the weight details via email on 9/10/24, we had specifically requested that the form be fully filled out.

  Once we received the complete information, we promptly provided a damage claims resolution and compensation. I understand you chose to reject this offer and expressed your intention to leave negative reviews.
  

  Regarding your concerns about overcharging, we have uploaded both the estimates and the invoice for your review. If you could share with us any discrepancies you believe exist, we would greatly appreciate it.
  

  We are still eager to resolve this matter with you. Please feel free to reach out directly via email at ******************************* or call me at ************, extension #3. Im here to assist you.
  

  Thank you for your understanding.
  

  Best regards,
  ****

  Customer response

  10/08/2024

   
  Complaint: 22096961
  
  I am rejecting this response because:

  This company is fraudulent and demonstrated themselves to be dishonest. They pretend as if they were quick and responsive to my complaints, however, through submission of their own documentation it clearly shows that I sent the claim form to them 7/30/24, however, they didn't tell me that the weight wasn't listed on the form until 9/2024. They keep showing the final invoice that they generated, however, they did not show the final bill that the driver of the moving truck had me sign. They have since deleted so that only the updated invoice shows. I do not accept their $50 which is an insult. I have already purchased another television. I will do my duty to warn others about this company. If I can save one person from using them and getting ripped off that will be a lot more compensation than what they have offered me. 
  
  Sincerely,
  
  ******* ********

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