Complaints for Berger Moving dba Heritage Moving and Storage in Medley, FL

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

11/1/2021

I engaged the services of Heritage Moving and Storage to move my household, and I paid a deposit to hold the move date. I was never told another mover would be involved. Boulevard Moving arrived 10/26 the day of the move - copy of contract signed upon completion of the loading of the truck will be forwarded separately. As soon as Michael, the lead mover walked through the front door, he told me the contract was under bid and the cost of the would be $3000 more. Michael Edwards from Heritage was called to discuss the discrepancies, and his response was very vague, and led me to believe this could be worked out. My apartment lease was up and I was catching a plane the next morning and felt very trapped. At the beginning and end of the packing and loading I was presented with paperwork to sign. I only have a copy of the final cost. The following estimate was $2105 higher than the original. Following are the discrepancies between the 2 estimates. 1. Additional cubic feet at a cost of $1300, and related fuel charge of $104. I have no way of knowing if this is correct. The goods were put on a smaller truck and not as tall. I was told it was 17,500 cubic feet, and the truck looked half full. 2. An additional $701 related to packing and moving my elliptical already quoted in the Heritage contract. At the end of the evening Boulevard Moving asked for 50% of the revised balance, which I agreed to pay to Heritage via Zelle, as per my contract. Blvd. said I have to pay them directly. Resolution Sought The Boulevard mover said I had to pay them directly and it had to be cash. I refused. I was told both companies would be calling me 10/28 or 10/29 to work this out. Due to the time difference I sent several e-mails to Heritage documenting Boulevard's discrepancies, how aggressively I was treated by Boulevard, and my confusion with this change in parties. I did not get a response to the e-mails and as of yet I have not received phone calls from either company.

Company Response

11/16/2021

The ETA for the route is 1-21 business days from the date the client is ready as we show this to be October 28th, 2021. Today would be the 12th business day from the first date they are ready. Per the customer's contract: "All Long Distance deliveries are made on a flexible basis with an estimated arrival time up to 21 business days per customer`s first available delivery date (Ready Date). Unless noted on this Estimate Cost for Service, customers must be able and available to receive the goods starting the day after the goods were picked up. Any changes made by customers to their Ready Date may result in additional storage fees. The charge for storage handling is $0.75 per cubic foot per storage entry, the charge for storage rent is $0.50 per cubic foot per month....." "DELIVERY WINDOW STARTS FROM EARLIEST DATE PROVIDED BY CUSTOM" On the day of the move the client had additional but not limited to:3 wardrobe boxes, 12 dish pack boxes, 8 pictures, 6 large pictures and a long carry. The client was advised in advance prior to the loading of the truck and we then provided the service. The truck that came would have been a 26 ft truck which holds 1750 cubic feet. The client's portion was 1400 cf as per the contracted price. In having additional cubic feet then the 8% fuel charge will also increase as it is 8% of the total linehaul. Move payments at pickup are generally done in several methods. Cash, Cashiers Check, credit card or postal money order. At delivery the balance is cash or postal money order or Zelle only. Credit card at pickup comes with a 4% surcharge. I am not sure what transpired that a payment was not made at the time of the move. I believe the numbers are not correct and I'm not sure how else to explain that. 26ft truck holds 1750 cf; Semi truck holds 4300 cf. There is no 17,500cf as you stated above. We would not have any issue with taking the Zelle payment unless it was after hours and not able to verify payment. Cash and Zelle are basically the same thing. If the client was paying with Zelle they would have to pay prior to the offloading of the truck having a zero balance when the crew arrives. The last time this number 818-981-1730 called the office was 10/25/2021 4:10 pm and 818-207-5855 10/26/2021 1:40 PM. If the client was calling the direct number to the salesman and not the office as stated on their contract to do so we would not have known to be able to help the client. This is on the contract prior to the move. CUSTOMER ASSISTANCE: if you need any assistance during the course of the move, please contact Customer Service at cs@heritagemovingandstorage.com or 855-515-1128 EXT. 8

Customer Rebuttal

11/17/2021

Please note, their reply doesn't acknowledge the 7 e-mails I sent Michael Edwards, nor why neither company contacted me when Blvd Moving said I would be contacted by both. With protest, I will accept Blvd Moving's final estimate and the balance owing of $8052. I need to know that is a firm number from both companies, and that the price will not change upon delivery. And, I would like something in writing from both companies agreeing that I can pay using Zelle, and to which moving company, Heritage or Blvd, I should be paying. I believe I need to pay 1/2 now and the remaining upon delivery, but Heritage's response did not confirm that. At the time of packing, Blvd refused to have me pay Heritage, so this really needs to be acceptable with both companies. I would also like an estimated delivery date. Heritage email indicated a delivery countdown of 21 days starting October 28th. Tomorrow would be 21 days.

Company Final Response

11/17/2021

Respectfully our notes indicate the client spoke to our customer service office one time during the move. The foreman on the day of the move went over the additional goods with the client and Ms. Mary signed and agreed to the pricing. The 50 payment was due at the time of the pickup and the remaining due at the delivery. If you have not made the payment you should ASAP. See below for auxiliary fees that could occur at delivery. Make sure there are no delivery restrictions i.e. a semi-trailer (18- wheeler) must be able to get to your home or flights of stairs that we are unaware of. Also note a long carry fee would be enforced if the truck has to park more than 75 feet to the entrance of the home. If so, contact our office immediately for pricing. If you have an elevator there is a one time fee. All of this information was on the contract prior to you choosing our service. With respects to the ETA it is business days and you have not made your pickup payment so again we suggest this gets addressed. We will reach out to the corporate office for your method questions to be resolved. I will speak with the billing department and then speak with the client within 24-48 hours.

Complaints and Resolutions

Berger Moving dba Heritage Moving and Storage complaints