ComplaintsforOlympia Moving and Storage

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 27 & 28 move pick-up. Storage until December 20, 2024 move delivery **** paid $16,175 total ($1457 insurance premium)Business committed to move, store and deliver household goods in pick-up condition Dispute over amount company willing to pay for damaged items Business has offered to pay $852 on a $1035 damage claim Account Nos. ******, ******* Not enough characters.....am attaching a complete explanation Thank you

  

  Business response

  06/20/2024

  We have reviewed the documentation related to this file in detail and will take this opportunity to clarify several points:

  
  1.We concur that **************** assiduously completed the claims documentation.
  2.Olympia sent out an independent inspector/refinisher to review the claim in person.
  3.The settlement offer was made based upon the findings of the inspector and in accordance with industry best practices.
  4.While we appreciate the time **************** invested into this process, her time would not be considered in evaluating the claimed items.
  5.Similarly, her assessment of the packing technique/materials would not factor into a settlement offer.  Only the transit-related damage would be considered.
  6.The total claimed value was $6,990 (the referenced ***** Sofa was provided without a value).
  
  The settlement offer, while not what the client was anticipating, appears to be thorough and fact based.  As is the case with any claim, there are several relevant factors that were considered; including:
  a)Was the damage demonstrably transit related?
  b)If the damage was transit related, is the piece reparable?
  c)If the damage was deemed transit related, but not repairable, what are the supported values (based upon receipts or a search for comparable items). 
  
  At this juncture, and in the interest of moving this process forward, Olympia can offer the following:
  Send a different inspection firm out to the residence for a second opinion.
  If the client is not comfortable with that approach and does not want a second opinion, Olympia will offer a $2,000 customer service adjustment to the existing settlement offer.
  
  If neither of the above options are acceptable, Olympia can arrange a call between **************** and the President of the company to discuss next steps.

  Best,

  The Olympia Moving Team

  Customer response

  06/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  07/05/2024

  Given the response of ****************, we would reiterate our offer to have a second inspection conducted by a different entity.  
  
  An amount requested on a claims form does not establish value, but rather represents the first step in a process.  As is the case with an insurance related claim for a car or a home, both the value and the cause need to be validated.  
  
  Olympias settlement offer was founded upon the original inspection completed by a third-party company.
  
  A couple of points of clarification:
  1.Olympias settlement offer of $852 was completely independent of, and unrelated to a letter received from NJ authorities.
  2.The subsequent offer from Olympia was $2,000 plus the initial offer of $852, for a total of $2,852.

  Best,

  The Olympia Moving Team

   

  Customer response

  07/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I agree to the offer to have a second inspection conducted by a different entity...PROVIDED that the original list of damaged goods is included in this inspection and that the "different entity" is knowledgeable in regard to furniture upholstery and antique valuation.

  The reason I have rejected the latest offer from the company is because I'd like to keep the dispute open until this matter is settled.

  Thank you

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Olympia provided storage for just over one year and moved my items from their warehouse in ******** to my new residence in ******************. I used them before for storage when stationed overseas for almost 4 years. After unpacking all my things now in **, many items that were intact/working in MD are now broken. A Crock-Pot and glass ornament set were each packed at the bottom of large, deep boxes with heavy items. These are now destroyed due to THEIR packers failing to properly pack. I also have a Christmas tree that is pre-lit and worked great in MD. It now did not light in CA and all connections and fuses were checked. Also, a propane grill that worked great in MD, was covered while in storage, and in CA will no longer connect properly to a propane tank after I tried 2 different brand new tanks. Lastly, a floor lamp was broken by the packers in MD, which I discovered when I found bits of the trim from the lamp shade as I was cleaning up after they left. The item was broken, packed up, but they never told me what happened even though I was downstairs. Olympia is REFUSING to pay for the grill since there is no "physical damage" and for the Crock-Pot, glass ornaments, Christmas tree, and floor lamp since the outer boxes were not damaged. They claim that these items were magically broken while sitting quietly in storage, not while being bounced around in a semi trailer over potholes for **** miles from MD to CA. I drove the same route a couple months prior; the semi truck driver and I were talking about it when he arrived. I know how crazy bumpy it is just in an SUV. Semi trailers do not have the suspensions that SUVs do, and I'm surprised more things weren't broken. Olympia needs to take responsibility for the failure of their crew to properly pack my items, causing their destruction during the MOVE from MD to CA, and NOT while boxes just sat in a warehouse! I request payment of $1916.24 as initially submitted to Olympia for my destroyed items. Thank you.

  

  Business response

  05/23/2023

  ********************:
   
  We have reviewed this matter and have elected to send you a payment in the amount of $175.00.  We trust this will bring this matter to a conclusion.

  Please reach out if you not receive the check in the next 10 to 15 business days.  

  Best,

  The Olympia Moving Team

   

   

  
  

  Customer response

  05/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I REJECT this "offer"! My damages added up to $1914.24, and I had FULL REPLACEMENT VALUE. You only offered $175?! NOT ACCEPTABLE! 

  Your crew failed to protect my items, and they were damaged while being transported from ******** to **********. You should take responsibility for the people you hire!

  For all the money I have given your company as a REPEAT CUSTOMER for a total of almost FIVE YEARS for storage, and OVER at least $30,000 for moving expenses total, you can spare $1914.24 to honor my full replacement value coverage of these damages items!! 

  Regards,

  *******

   

   

  

  Business response

  06/02/2023

  ********************:
   
  We have reviewed this matter internally and would suggest the following:
   
  1)      The total claimed amount was $1,914.24
  2)      The primary claim was, appropriately, handled by Wheaton
  3)      Wheaton paid the claim as filed, with the exception of 2 items:
  a.       A Christmas Tree that was already in a box and was deemed packed by owner and mechanical condition unknown.  These two claimed items would be uniformly rejected within the industry. 
  b.       A Barbecue that wont connect to the propane tank, which was also deemed mechanical condition unknown.
  4)      There were also some items claimed that were associated with the local packing.  These claims were subrogated to Olympia and accepted, but fell under the $250 deductible.  As a goodwill gesture, Olympia processed a check for $175 to cover the claimed items.
  
  We understand if this is not the outcome you were hoping for but it is the best we can do under the given circumstances. 
  
  Sincerely,
  
  Olympia Moving and Storage
  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2021, I hired this company to pack and store my belongings while I was overseeas. While I packed some boxes, I paid for full-service packing, which included materials. I also paid for full coverage of my items while in storage, which included an additional fee and a monthly charge. When they moved my stuff back into my home in November 2022, they had lost an entire crate/vault of my items, including large furniture pieces. The total loss is valued at over $11,000. An employee at the company claimed to not have any inventory or documentation of my items and move. The company refuses to cover any items that were packed in boxes, as I had packed some boxes and they cannot determine what was actually missing. They tried to intimidate me into taking what they offered when I asked them to at least refund the money I had paid for full-service packing and materials. I would like the company to cover my items at the value in the list I sent, including the items that were packed in boxes (especially since boxes they packed are labeled "miscellaneous" so they wouldn't know what's in them anyway). If they will not do this, then the final offer they gave me plus a refund of the packing and materials would be acceptable.I am not a DOD employee, but I am a **** of ********************* Officer. We face many of the same issues as DOD employees, especially when it comes to moving and housing (we don't get a clause in our lease for PCS). I would suggest BBB also track issues for DoS employees.

  

  Business response

  03/02/2023

  We are sorry to hear about the experience you had with our services. We take all complaints seriously and we would like to investigate this matter further to determine what may have occurred during your move. 
  
  We apologize for any inconvenience caused and we would like to work with you to find a satisfactory resolution. We kindly ask that you get in touch with us to discuss the issue in more detail, so that we can work towards finding a solution that meets your needs.
  
  Thank you for bringing this matter to our attention, and we hope to hear from you soon.

   

  Best,

  The Olympia Moving Team

  
  

  Customer response

  03/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I have already been in communication with your company about this issue, and was not satisfied. I would prefer to continue communicating through BBB to resolve this issue. As I mentioned in my complaint, Olympia is refusing to cover any items they claim were packed in boxes, despite my having paid for full coverage valuation and full service packing. I would like Olympia to cover all the items at the value I listed in the claims process, or to refund me the full service packing fee and the materials fee that I already paid in addition to the amount Olympia agreed to provide as a claims settlement. These communications should theoretically all be in your company records, although I am happy to provide a copy of my email exchanges with your representatives.
  

  Regards,

  ****

   

   

  

  Business response

  03/20/2023

  **************:

  
  We have reviewed the communications between you and our claims manager and, it would appear, she has been working diligently to arrive at a reasonable solution.  Your claim was for $11,192 and her most recent offer was $9,440.5 (minus the $250 deductible).  
  The claims manager accepted the majority of your items at the value provided by you.  With respect to the boxes, the industry standard value for unknown contents is $85.  Although we dont have an exact container count, working backwards we are probably closer to $240 per container.  In her communications to you, she also offered to pay the claimed value on any of the submitted items that would have been contained inside a box if you were able to provide a receipt.  
  While we feel that the assessment of the claims manager has been appropriate and fair, in the interest of resolving this matter we are willing to offer an additional $400 for a total of $9840.50 (minus the $250 deductible).

  
  Respectfully,
  The Olympia Moving Team
  

  Customer response

  03/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  You know quite well that is not all that was said in the email communication to me, nor was that the intended tone of the email. This is why I insisted we continue our conversation in this public forum, as the tone is far more polite, professional, and intended to show the business is being "reasonable" rather than intimidating. It was inferred from the last communication with your company that if I did not accept the offer presented to me, I would be investigated and the company might not even pay out all it had already agreed to cover. My biggest issue is that the company really messed up, lost a good majority of my items, claims to have lost all the paperwork, and is still arbitrarily and unilaterally deciding how much my items were worth. I can provide receipts for a good majority of the items that were lost (where do you think I got the price for them in my original claim form?), but you require that knowing full well that most people do not have receipts. My pots and pans alone were several hundred dollars, the Vitamix was several hundred dollars, the trash can was nearly a hundred dollars. And that's not the limit of what was lost, yet I have been offered $400 for that? Furthermore, you, the company, is deciding--again arbitrarily and unilaterally--how many boxes might have been used for all these items. Six boxes for everything that was lost? The plastic containers that were lost alone would have taken up several boxes, as they are quite large and do not sit inside each other. I'm happy to pull up the dimensions of those, if that would help with the estimates. The counter offer is not enough. I will need to be covered for every item lost, or I need reimbursed for the full service packing plus the packing materials, as the company is claiming they can't cover items because they don't know what the company packed and therefore can't say what items were in the boxes. Well, I have several boxes the company packed that simply say "miscellaneous", which gives no indication of what is inside the boxes, so that argument doesn't work. I assess the company is in breach of contract, either for the full service packing and packing materials (since I apparently did not receive that service) or for the full valuation coverage of my items for which I paid a monthly fee.
  

  
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  04/24/2023

  I apologize if you felt intimidated and I assure you that was certainly never the intent.  We have discussed your assertion/concerns with the claims manager.
  
  With respect to investigating you, I am not sure what that is in reference to and wouldnt know where or to whom we would even send a client file for investigation.  There would be no benefit to the company, no moral justification, and we wouldnt do it.
  
  We fully concur that we messed up and again, will take this opportunity to apologize.  This said, we believe we have attempted to address this matter with you in good faith.  If you have receipts or, less preferably, links to those items, that would be helpful and go a long way towards resolving this matter.  What we are requesting, in terms of documentation, is significantly less than any insurance company would require.  In the absence of this documentation we have made an offer that is 88% of your initial request (adjusting for the deductible).  We are certainly willing to continue working with you, pending some additional supporting information.
  
  

  Customer response

  05/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered

   

  I apologize if you felt intimidated and I assure you that was certainly never the intent.  We have discussed your assertion/concerns with the claims manager.
  
  
  With respect to investigating you, I am not sure what that is in reference to and wouldnt know where or to whom we would even send a client file for investigation.  There would be no benefit to the company, no moral justification, and we wouldnt do it.
  
  
  We fully concur that we messed up and again, will take this opportunity to apologize.  This said, we believe we have attempted to address this matter with you in good faith.  If you have receipts or, less preferably, links to those items, that would be helpful and go a long way towards resolving this matter.  What we are requesting, in terms of documentation, is significantly less than any insurance company would require.  In the absence of this documentation we have made an offer that is 88% of your initial request (adjusting for the deductible).  We are certainly willing to continue working with you, pending some additional supporting information.
  
  Im not sure why youre putting quotation marks around some of these words. I wasnt intimidated, I was intimidated. She didnt say she was going to investigate me, she said she was going to investigate me. You didnt mess up, you messed up. But this is part of the problem, and this was part of her attempts to get me to stop asking for your company to be held to its word, which is also what youre doing now by putting words in quotations marks and trying to pass yourself off as reasonable people who are doing me a favor by giving me 88% of my initial request. Despite the fact that your company packed my boxes and should be paying for everything without my having to fight for it. Despite the fact that I paid for full valuation coverage, and you want me to accept 88%. When I should be getting 100% without questions, or I should be getting refunded for the full service packing, the materials, and the monthly payments I made to ensure full valuation coverage. Because you messed up and you know it, and rather than accepting responsibility professionally, you and your staff have tried to demean me and stop me at every step of the way from making sure you uphold the contract we had. I will provide receipts for the items you are refusing to cover, however, I am traveling and will not be able to get those to you until I return home.

  
  
  Regards,

  ****

   

   

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furniture was moved and stored with this company, I paid additional every month for insurance. Several items were damaged when I picked them up from their storage center in **********, **. A claim was filed before I had picked up all my household items and I was not aware that paperwork had to be signed, before the company would look at a claim.When I went back to retrieve the balance of my household items, I told the Dock Manager, we needed to fill out paperwork on all the damages, I had photos and submitted those as well. The Dock Manager called, while I was still loading my items and confirmed what all paperwork was needed and she told her office "I know the corian table top was not separated when we loaded it, because I was part of the crew that moved ****************". She submitted additional photo's on more damage that we found and I signed all the required paperwork. I have been contacting this company every month and have been told, they would Not look at my claim as they had closed all my claims. I did not get copies of the paperwork that the Dock Manager submitted, as she indicated it was only for them internally. I do still have photo's on my phone of some of the damaged items.

  Customer response

  08/22/2022

  I have not heard from the business in response to my complaint. I have not heard anything from them since before I filed a complaint with you.

  

  Business response

  08/25/2022

  ****************:

  
  We have completed our due diligence with respect to your claim and have found the following:
  
  1) The claims manager who addressed this situation is technically correct in that these items needed to be claimed at the time of pickup because once the items are released onto another truck, we are no longer responsible.

  
  2 )The table would also be considered inherent vice because the marble had been glued to the base. The glue dried out and the top came loose.  There was no damage to the marble and nothing that Olympia could have done to prevent this from happening.

  
  Having said this, the representative that released the shipment could potentially have done a better job explaining the liability process at the time your items were released.  In addition, while it is unclear whether the original intent was to move the belongings out of storage yourself, the fact that you did had implications with respect to Olympias liability.  In light of this, Olympia is going to refund $540 (the amount paid for valuation coverage).  This should more than cover the cost to reaffix (glue) the marble back onto the base.

  
  We hope this brings this matter to a conclusion and wish you the best in your new residence.

  Customer response

  10/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I never have received a check from them that your office said they would be sending. 

  

  Business response

  10/07/2022

  The client is correct and we would like to apologize for this oversight.  $540 was credited to the clients card on 10/7/22.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife hired them to move our furniture. They left us with around $7000 worth of damage to our furniture. They claim we didnt choose the additional coverage needed that would have been presented to us during the move day. We elected whatever coverage upfront was needed. On the day of the move after everything was packed on truck, I was not presented options for additional coverage and was told I was just signing off on their arrival and that I saw them preform job on time. Very strange way to present coverage but either way I was not presented with an option that was needed to cover my damages. Why this was not already included is beyond me. Why would you need additional coverage presented in this way? They are making us pay the full $6k for the move and are refusing to pay more than 60cent per pound. During the move they stated their truck was too small and I repeatedly told them to cover items or be more careful. They did not listen. The damage they left us with and the time it will take to get new furniture is unbearable. They are not taking responsibility and refusing to compensate us properly for damages. The workers took the other photos. **************** was very rude and there was a dresser they dropped and completely broke which was IKEA. She insulted us on the fact we had cheaper furniture. The rest was room and board and crate and barrel. The barstools are west elm leather. It was very disrespectful. Here are the photos my wife took of the damage.

  

  Business response

  08/25/2022

  ********************:
  
  First of all, I would like to take this opportunity to apologize that your experience with Olympia did not meet expectations. 
  
  With respect to your assertion that valuation coverage was not presented, we would suggest the following:
  
  1. We agree that ideally full value protection would be automatically included, however both state and federal regulation dictate that moving companies offer default coverage of 60 cents per pound with an option to procure additional coverage.

  
  2. We would dispute the fact that the coverage options were not made clear.  These options were included in the quote, your booking confirmation email, an email with the subject Action Needed! Choose your valuation coverage, in your portal and on our website. In addition, on 7/15 at 11:30am ******************************* indicated her preference for 60 cents per pound in a conversation with her move coordinator.
  
  Based upon the above you would be entitled to a claims check for $255.60.  This said, we would also like to point out that:
  
  a) The cost of the valuation would have been, on average, $323 (depending upon the defined value of your property).
  b) The valuation coverage entails a $250 deductible.
  c) From the pictures that we have access to, we would strongly recommend connecting with a furniture restoration company.  We might recommend: https://www.classic-furniture.com/ 
  
  Given that you did not have a positive experience with Olympia, we have also processed a CSA of $125 and will, therefore, receive a check for $380.60.
  
  We wish you the best in your new home.
  
  Respectfully,
  Olympia

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trust in this firm as a moving company and a business has been decimated. It was a firm recommended by **********************'s and their agent, who was helping me find a new home in ************. I lived in Princeton for over 18 years, beginning with my work for ******************* Chairman to run the M&A team. I wanted to move back to ************, where I went to college and had my first job at GlaxoSmithKline. One company, Olympia ********************************************** has ruined my entire "move" based on their negligence, untruthfulness, and damage to my property. I wrote the attached letter to the CEO/Founder of Olympia ********************************************** Their business practices leave the customer (me) with no alternatives. They did not call or come to my home to evaluate my move and furnishings. They were not clear on their moving insurance - other than an email they showed they sent that had no phone call follow-up. They were not clear with me on the "known perils" insurance. The margins on my $4.1k+ payment were most likely highly profitable. Their moving consultant also lied to me, and one of the employees knew this when clothes were at the bottom of ******************** and he said, "send me the cleaners bill." **** I did, he wrote, "I never agreed to pay for this!" I wrote the enclosed letter hoping to resolve the issue as one business person to another, respectively and cordially. I have heard nothing back from ******************************************************, the company's founder. That shows Olympia ********************************************* is a disreputable business and does not deserve the BBB logo. As one highly dissatisfied customer, I turned to the ********************** for help.

  

  Business response

  07/25/2022

  ****************:
  
  We are sorry to hear that this experience did not meet your expectations. This said, we have completed our due diligence and found the following:

  
  We strongly dispute your assertion of "negligence" and "untruthfulness". Both your salesperson and coordinator are experienced professionals. Prior to your move, we had 11 contacts with you intended to avoid surprises. It should also be noted that the team that worked on your move (including the *******) have exceptional net promoter scores.

  
  The quote was based upon pictures and videos you submitted to us. The final cost for the move was considerably less than the estimated cost.

  
  The valuation options are referenced on your quote, in the portal, and on several emails (including one specifically dedicated to this topic). In addition, this information is readily available on our site. 

  
  The elevator was not reserved by you for the destination residence; however the operational team was able to pivot and complete the move in one day.

  
  At your request, we obtained a COI for the destination location, but no request was made for a COI at origin. Again, we were able to adapt.

  
  There was a claim filed and subsequently settled, as per the valuation option selected.

  
  The salesperson is not authorized to settle claims and definitively asserts that he did not offer to pay your dry-cleaning bill. This is considered part of your claim which was, again, settled per your valuation selection.

  
  Olympia has hundreds of employees and 6 warehouses. While we appreciate that you took the time to write a letter to the **** this is not his domain.

  
  Finally, the crew reported being treated with hostility while in your residence.  For future reference, client behavior of this nature makes the process that much harder for our teams.
  
  Again, we are sorry that t his experience was not a positive one and wish you the best in your new home.
  
  Respectfully,

  Olympia Moving & Storage
  
  Tell us why here...

  Customer response

  07/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Here is my response to each of the Olympia Moving & Storage Company's key points.

  
  

  #1

  From Olympia Moving & Storage

  My answers to the letter reply from Olympia are the numbered ones in bold. 
  

  Unfortunately, I can tell by the tone of each comment that this was written by the CLAIMS person, not *************************

  
  We strongly dispute your assertion of "negligence" and "untruthfulness". Both your salesperson and coordinator are experienced professionals. Prior to your move, we had 11 contacts with you intended to avoid surprises. It should also be noted that the team that worked on your move (including the *******) has exceptional net promoter scores.

  1.  I am also an experienced professional and was treated with disdain and disrespect.  Your moving people did not tell you that the entire time they were in my home, I had one of the ****** Square Team Members present with me the entire day. He saw and heard how we were treated and the management of the move.
  2. He will verify how Olympia moving men treated me.
  3. One of the Olympia moving gentlemen, who had very few front teeth, was disrespectful to me ("this is how we do it"), and he was disrespectful to *****, the *******.  
  4. It is clear to both ******* and myself that we gave instructions on what boxes would go to ****/The St. ***** in ************ and what would go to Olympia storage. 
     • **** did not happen. 
     • And I pray all my winter clothes in your storage are not at the bottom of the wardrobe boxes you have in your possession now.
  5.  You were not on the calls (who is writing this), so your people will want to absolve themselves from any negligence. 
  6. ******************;the mover conversations, as did I. Later, on ****.22, when new moving boxes arrived, they were mismarked and labeled storage.  They were supposed to go to ****, at the St. ***** building in ************. ****'s when I knew this moving job was worse than I expected.

  The quote was based upon pictures and videos you submitted to us. The final cost for the move was considerably less than the estimated cost.

  1. **** was just a sampling of the photos from what arrived at ****. 
  2. I have no idea about the items that might be damaged and all my winter clothes that are in storage!
  3. Those pictures were not submitted as the final assumption of my move with Olympia Moving & Storage but an attempt to show examples only of damage!

  The valuation options are referenced on your quote, in the portal, and on several emails (including one specifically dedicated to this topic). In addition, this information is readily available on our site. 

  1. Whoever wrote this bullet point assumes I don't work full time and have clients who demand my attention. My mistake was in not seeing the "seller" - i.e., whoever was going to be held responsible as the Moving Consultant so that a face-to-face discussion would have brought out the insurance issue.  
  2. Would you move your belongings of 50 years of work and living and not see the person face-to-face?  It was never offered. What they say on their website they do not do in reality.

  
  The elevator was not reserved by you for the destination residence; however, the operational team was able to pivot and complete the move in one day.

  1. **** is entirely false. And I can prove it. The head of the Concierge team of ************* will vouch that he and I had scheduled the move date of 6/6/22 for the whole day and that your people showed up 2 hours late! A whole day means showing up around 8 am and being done by 6 pm.
  2. The team was trying to finish ** in Princeton, and it was already 3:30 PM. I left ******* there, with them, while I drove on to ************. Whoever told you that they requested the freight elevator is not telling the truth, and the Concierge will back that up. 
  3. When they arrived, the concierge reminded the Olympia movers that they needed to be out of the elevator and the building by 6 pm. With so many boxes and not having the opportunity to look at the boxes in the truck, I assumed all my clothing and articles were here in ****. They were NOT in my possession, and it was not until **** that they returned. 
  4. There was no elevator needed on ****.22.
  5. I will gladly get an affidavit for the scheduling of the elevator on 6.**** - the actual move date!

  
  At your request, we obtained a COI for the destination location, but no request was made for a COI at origin. Again, we were able to adapt.

  1. I do not have a COI for the destination location. I have never seen this document.
  2. How were you able to adapt. I am stuck with damaged items that I work hard to purchase and you are writing that you were able to adapt. 

  
  There was a claim filed and subsequently settled, as per the valuation option selected.

  1. Again this is entirely false. The only settlement offer was made by your Claims Adjuster, who made an offer based on the few photos I sent, and she knew it was only 45% to 50% of my total move. The rest is in storage. I have not unpacked that which is in storage!
  2. If you read my letter to ********************** - and forwarded it to *********************************, the General Manager of Olympia in Thorofare, N.J. you will see my cordial letter on how to solve this. See below for #2
  3. I have not settled my claim because I do not have all my boxes in Olympia Storage.

  
  The salesperson is not authorized to settle claims and definitively asserts that he did not offer to pay your dry-cleaning bill. This is considered part of your claim which was, again, settled per your valuation selection.

  1. As I stated in my complaint to **********************, the salesperson was told by the "acting supervisor" when the ****.22 boxes arrived, that everything was at the bottom of the Wardrobe Boxes. The salesperson told him, to take the things to the cleaners and "have her send us the bill." **** was his quote to your "acting supervisor." Then he saw my entire cleaning bill, which I paid to have everything either cleaned due to odors or pressed, was $517.00
  2. Nothing was "settled."

  
  Olympia has hundreds of employees and 6 warehouses. While we appreciate that you took the time to write a letter to the **** this is not his domain.

  1. One can have fifty employees and one warehouse, but a good job well done is not what I got. 
  2. Whose domain is this, if not the **** And if you cared about having the BBB logo on your moving and storage company, why did the CEO not have his secretary point me in the right direction?           
  3. Who is responsible to a person moving their "life's work and furnishings"? It was only because I had access to data that I found *************************************, responsible for ********** origin moves. 
  4. **************************** letter from me is below.
     

  
  Finally, the crew reported being treated with hostility while in your residence.  For future reference, client behavior of this nature makes the process that much harder for our teams.

  1. I have stated my case of disrespect for your ******* on the job. ******* saw it, and I saw it.
  2. If they were treated with hostility by me, then ask each of them why I gave them a $200.00 CASH check, as a tip, and they have cashed those checks.

  
  Again, we are sorry that this experience was not a positive one and wish you the best in your new home.

  1. You did not answer my email + letter to ************************* 
  2. It is uncalled for to get such a callous letter from Olympia with no mention of my suggestions to ************************ on how we could solve this.

  
  

  
  

  #2 

  
  

  This is the email/letter I sent to ************************************* last week, who said he is the head of ** origin moves. 
  

  I found these team members as the managers/leadership of Olympia:

  
  

  
  

  
  

   

  

  Business response

  08/15/2022

  1. The response was not written by either ************************ nor the Claims Manager.

  2. We apologize if you felt that the moving team was disrespectful at points during the process.

  3. If you feel that certain items were placed in the wrong location and that you provided clear guidance, then again, we apologize.  We were not privy to that discussion between you and the moving crew, but for future reference, large colorful labels and physical separation of items within the origin residence is helpful to avoid miscommunications.  Certainly, there was no intent on the part of the movers to misplace your property.

  4. On an annual basis we do close to ****** moves and confusion surrounding the valuation options is not a recurring issue.

  5. We do a lot of in-person quotes, virtual surveys, and phone estimates on a daily basis. There is not a measurable difference in accuracy and the client preferences vacillate between these options (especially in light of the pandemic).
  

  6. There is no need to obtain an affidavit for the elevator reservation.  If that was the case, we will take you at your word.
  

  7. Likewise with respect to the COI.
  

  8. With respect to a potential claim for the items currently in storage, you are permitted to file a claim up to 90 days from the point that those items deliver.
  

  9. I am sure that the crew was appreciative of your tip, however I am not sure that receiving and accepting a tip relates to the treatment of the crew.The parallel would be to assume that your tip implied a positive client experience, and that does not appear to be the case.
  

  10. I do not think our response was callous in any way.
  
  In response to your letter to ********************** (and not already addressed above)

  a. The moving industry, more broadly, uses very little bubble wrap because it is inefficient and expensive.  We overwhelmingly use white newsprint paper.
  

  b. The moving company cannot tell you which valuation option to select for liability reasons.  Please also be advised that the cost of the valuation would have been $225 for $25,000 of coverage.
  

  c. You have characterized the fact that some boxes intended for your residence went to the storage facility as a horrific mistake.  While we appreciate and apologize for the inconvenience, it was not intentional. Ultimately the items were delivered back to you without charge.
  

  Next Steps:
  
  * Olympia will deliver out your belongings from our storage facility, as per your request, at a flat rate of $347.  We will deliver to your residence first and then bring any remaining items to a storage facility of your choosing.

  * We cannot use the money provided to the crew members to cover expenses because we dont have it.  That money was given, by you, directly to the crew members and we have no mechanism to claw back a tip.
  

  * The check will be mailed to your new residence.
  

  * In terms of the return of your wardrobe carton containing the clothes, we would suggest:
  * The mover who delivers your items is not the appropriate person to discuss a claim with.
  * If you are concerned, please take some pictures and open the wardrobe in front of the mover.
  * The wardrobe carton is ************ with a bar across the top that allows hanging clothes to remain hanging.  While we appreciate that some of your hanging clothes fell to the bottom of the carton, we would suggest that use of a wardrobe carton does not guarantee that the clothing will arrive in the exact same condition it was received.  The movers often have to place the wardrobe cartons at 45-degree angles while they maneuver these large boxes up and down stairs and into/out of the truck.  The bottom-line is that clothes sometimes fall off the hangers and this is not reflective of mishandling or a service failure.
  

  Please call or email ********************* to coordinate the timing on the delivery of your items.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩