ComplaintsforLile Moving & Storage

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Moving company was contracted to move ************************* employees belongings to ****** for work, Back in October 2021. When I arrived in ******, and our belongings had arrived I had, and other employees had stuff missing, likely stolen if there were multiple employees missing items they had shipped. I moved back from ****** on February 29th 2024, I received my items that I had Items missing again. My prescribed Medication, and my green suitcase was PACKED full of clothes and half of it was gone. I reached out to *************************, branch manager and told him the situation. He said customs probably took it. He said he was going to look into it. And haven't heard from him since. I did reach out to him a few days later, no response. On top of that, the movers employeed by **** in ****** we're very rude. When they were finished packing up everything, He literally stuck his hand out and said "where's my tip?" I was in shock. I did give him a little bit of shekels. Just my instant reaction. Like 200 shekels, which is equivalent to 55 dollars. But that's irrelevant. Or maybe it was, maybe he didn't like that small tip. Of course I cant prove it was them. BUT having my, and others, items missing to ****** and from ******, 99% positive it's was the movers. I just expected **** to solve this situation professionally. I would like a **** to compensate for at least my prescribed medication cost. Which was 300 dollars. I don't have a receipt nor do I have that doctor anymore as it was back in 2021. And they don't keep records for more than a year after leaving as patient.

  Business response

  03/26/2024

  Dear ****************,
  Thank you for contacting **** Moving and Storage about the missing items from your recent move to ******. We take all allegations of theft seriously and apologize for the frustration and inconvenience this situation has caused you.
  
  We understand your concern regarding your missing medication and green suitcase. However, based on the information provided, we cannot confirm that our employees were involved in any wrongdoing.
  Here are some points to consider:
  
  Packing Medications:
  Unfortunately, packing prescription medications in checked luggage often violates customs regulations. Most countries, including ******,require medications to be carried on board with a doctor's note and original prescription label. Packing them in checked luggage could lead to confiscation by customs officials, a circumstance over which a mover will not have any knowledge or control.
  
  Record Retention:
  While some doctor's offices *** have their own policies, the ***** Privacy Rule requires covered healthcare providers to maintain medical records for at least six years after the last date of service Link to ***** Privacy Rule: *************************************************************
  How to Request Your Medical Records.  We recommend you contact your former doctor to confirm their specific policy.
  
  ******* Customs Inquiry:
  We understand your concern about the missing items. While **** Moving and Storage cannot assume responsibility for the actions of customs officials in any country, we recommend direct contact by you with ******* customs to inquire about any items that *** have been confiscated during your move. This *** help clarify the whereabouts of your missing items.
  
  **** Policy Regarding Tips:
  We have a strict policy against our crews accepting tips. We apologize for any inconvenience this *** have caused, and apologize for any discomfort or inconvenience you experienced.  We would be happy to refund the $55 tip you felt compelled to give the delivery crew in ******. Please let us know if you'd like us to process a refund.

  
  We appreciate your understanding and hope this information proves helpful. Please do not hesitate to contact us if you have any further questions.
  
  Sincerely,
  The **** Moving and Storage Team

  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** is a deceptive company that will deliberately underestimate a job to secure the contract, but will inflate the price once your items are in their possession. They quoted us a set weight for a move, which incidentally included only a limited amount of furniture. However, once it was packed and weighed, it was almost 60% more than their quote. There were no additional items added, in fact certain items were removed from the shipping. By their estimates of the overages in weight, it would have been an additional 250 boxes! I don't think we even had 250 boxes total.Understandable, give or take 10% difference in an estimate to actual weight happens, but this is clearly a ploy to lowball an estimate and then attempt to hold household possessions as hostage.They will, predictably, use the excuse that "there was more that you didn't tell us". And that is obviously something that cannot be proven, but please consider their low rating here on BBB, and seriously consider if this is a reputable company that is honest with their business practices.

  Business response

  04/21/2023

  We apologize for any inconvenience caused by the discrepancy in the weight of your shipment. We appreciate your feedback and would like to address your concerns.
  
  Upon review of the paperwork and speaking with our team, we have learned that the shipment was picked up locally and is being loaded on the over the road van. Our driver is conducting a reweigh to determine the actual weight of the shipment. At this time, it appears that there was no disparity due to missing items on the survey completed by our experienced surveyor.
  
  We understand that you were given the option of making alternate arrangements to pick up your shipment from our dock but declined. As a gesture of goodwill, we reduced charges by the amount of our booking commission, but we understand that this did not satisfy your expectations.
  
  We offered an additional reduction which was half of the difference between the original estimate and the actual weight. We are awaiting the reweigh weight to determine any next steps. As soon as we have more information, we will be in touch with you to discuss.
  
  In the meantime, we want to acknowledge the problem and assure you that we are committed to resolving this issue to your satisfaction. We appreciate your business and your feedback, and we will continue to work towards a positive outcome.
  
  Thank you for your patience and understanding.

  Customer response

  04/24/2023

   
  Complaint: 19961294
  
  I am rejecting this response because:

  In regards to "We offered an additional reduction which was half of the difference between the original estimate and the actual weight", this has not happened. We were offered a reduction by the estimators commission (which I sincerely hope does not come out of the estimators compensation, cause mistakes happen and companies should stand behind their employees in good and bad times), but the additional reduction has not been offered.

  I would be more than willing to discuss that additional reduction; that is all that I have been requesting from the beginning of this fiasco. It is nice to hear that the business is now offering this. However I wish that we could have gotten to this point much sooner, rather than having to resort to a third party to arbitrate. 

  Once we have reached an agreement on the reduction, I will consider this issue resolved and accepted.

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

  Business response

  05/15/2023

  My understanding is that as of this morning, we have come to an agreement with ************** regarding the final cost of the move.  

  Customer response

  05/17/2023

   
  Complaint: 19961294
  
  I am rejecting this response because:

  While we have heard from the company that they are going to refund us part of the overpayment, we have not had any discussion on how much, or when that will happen. As soon as we have that completed, I will consider this resolved. Until that time, I cannot accept the response.

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

  Business response

  05/28/2023

  I understand your frustration and disappointment with the difference between the estimated weight and the actual weight of your belongings, and I sincerely apologize for any inconvenience this has caused you.
  
  First and foremost, I would like to clarify that the weight estimate provided to you was not a binding estimate. As stated in our terms and conditions, the final payment is based on the actual weight of the items being moved. While we strive to provide accurate estimates, there are often unforeseen circumstances during the moving process that can lead to variations in weight.
  
  However, as a gesture of goodwill and to express our commitment to customer satisfaction, we have taken the initiative to issue a check on Friday, May 5th to you. This check represents a fair compromise that splits the difference between the estimated weight and the actual weight of your belongings. We hope that this resolution demonstrates our willingness to address your concerns and make amends for any inconvenience caused.
  
  At ****, we value our customers and their feedback, which is why we take complaints seriously and strive to rectify any issues promptly. We appreciate you bringing this matter to our attention and providing us with an opportunity to address your concerns. It is our goal to ensure that every customer has a positive experience with our moving services.
  
  Once again, please accept our sincerest apologies for any inconvenience caused, and we thank you for your understanding and patience throughout this process.

  Customer response

  05/30/2023

   
  Complaint: 19961294
  
  I am rejecting this response because:

  We have not received a check. I am unclear of your timelines, because we were just offered a settlement last week, but no check has been received nor communicated that it was even sent.

  Again, once we have received the compensation, I will accept this complaint as resolved.

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

  Business response

  06/29/2023

  I'm sorry this has taken so long.  We have confirmed with the customer that they have received the check that was agreed to.  What do I need to do close this out?
  
  ****
  

  
  

  Customer response

  06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired to move me *********************** out of a **** ** house. I packed and tagged items so all they had o do was move items. They damaged my grandfather clock which I had to have repaired. It took them 2 days to complete the job, 4 men the first day, 2 men the second. I asked them to stack boxes no more than 2 high because I am 80 years old and can no longer lift heavy items. In one room they stacked boxes literally to the ceiling. They stacked boxes marked BOOKS on top of boxes marked GLASS FRAGILE. Estimator told me "whatever we take apart we put back together." They reassembled two beds. Everything else was left in piles on the floor. At the end of the first day they left the old house wide open so anyone could have walked in during the night and taken electronics and other household goods left in the house. Luckily I checked on the house, discovered it was open and secured it. This was not my first move and I was appalled as I lived through this experience. I have heard once from the Salem manager for **** and no response at all from the corporate office in ******. This is, in my opinion, a dreadful way to run a business. I have submitted a claim form (no response from ****) and would like the cost of the clock repair and one half of the moving expense refunded to me.Job L0045164 Moving Expense Total: $3092.41 Clock Repair $106.00

  Customer response

  03/17/2023

   
  Better Business Bureau:
  
  

  Good Afternoon

  Just a note to let you know that I received a letter from **** Moving Company.  They are going to refund the repair cost for the grandfather clock and some of the moving expense since the experience was challenging.

   

  Thank you for your help.

   

  ********************;

  Business response

  03/17/2023

  Dear ************,

  It is my understanding that the company owner has been in contact with you regarding this matter.  We hold ourselves to a high standard, but there are times when we fail to meet that standard.  In this case, our investigation has shown that the crew dispatched to your home did not perform at the level of efficiency that might be expected.  As noted in the letter from our company owner, compensation for this is being sent via ***** as of 3/17/2023.  

  Please let me know if you have any questions.

  *********;

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The complaint is based on the loss of a 55 inches x 44 inches, 70 year-old painting. I am active duty and recently went through a Permanent Change of Station from *******, ** to ******, **. My household goods were loaded in ****** on 12/13-12/14/2021. The painting was wrapped in padded paper on 12/14/2021 and taken to a warehouse in *****, ** for crating. I have pictures of the painting being crated. The household goods were delivered on 1/27/2022 to ******, **. The crated painting was not included. **** Moving assumed that they had put the crated painting in with someone else's household goods, which would not be delivered for another month to North ********* Upon delivery of those goods to North ********* the painting was not there. I have filled out the required claims forms, but still do not have any resolution. There has not been a police report filed by the movers. There has been little support or interest in identifying where the painting is. When I asked about camera footage at the warehouse, the response was that I was bringing up a novel idea. While the rest of the move was unremarkable and went very well, the loss of this family heirloom is distressing and frustrating to me. Losing a 16 square foot, crated (and likely heavy) painting is unacceptable to me.

  Business response

  05/18/2022

  Regarding the missing painting, the crew that packed this shipment are all long-time, ***************** with virtually spotless records.  We have checked with other shipments to see if it was possibly loaded improperly with no results.  We have spent a great deal of time investigating this but unfortunately without any positive result.  At this point, we are at a loss to explain the disappearance.  

  To best of our knowledge a claim has not been filed. With proof of value submitted with his claim he should receive compensation at full value. 

  Customer response

  05/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the resolution is not satisfactory to me, I understand that the business has taken adequate steps towards a remedy. My hope is that the missing painting still presents itself in the warehouse or somewhere else. I have since filed reports with the ********************** and the ******************************************** I'm still perplexed on how an item of this size and weight goes missing.
  
  Sincerely,
  
  ***********************

*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. ↩