Mover Report Card
Before Your Move
|Accuracy of Estimate?||45.10%
|Estimator's Professional Knowledge?||Limited
During Your Move
On a scale of 1 - 5, with 5 being the best.
|Were your movers on time?||1
|How did they handle your belongings?||3
|Was the staff courteous?||4
|Did you buy moving insurance?||Yes
After Your Move
|Did you have any damages?||Yes
|Was the moving company responsive to your claims||Yes
Lots of miscommunication and misleading information
We were misled by this moving company
in our original quote. The estimate was bad to begin with, and we ended up having twice as much weight as we were estimated for. They originally promised that our price would go down per pound as our weight went up. So if we were quoted $200 per 100lb for 2000lb of weight, if we ended up having 3000lb or 4000lb our price would go down per pound. However, upon weighing the final shipment and seeing that we did in fact have twice as much as originally planned for, they refused to lower the price as they had promised. Also we were quoted a shipment time of 4 weeks which is what we planned for, and after the initial pickup of our household goods, we were told it would take minimum 7 weeks, which it did. That meant that we were living in our new home on plastic plates and air-mattresses for 3 weeks, with guests in town! The pick up day was a shambles as well - they were 2 hours late, even though they knew when had a plane to catch, none of the pre-packed boxes were inspected, numbered or inventoried at all and they also did not have time to do an initial weighing in our presence. (Granted, however, that this was a company that they had contracted for the pick up part of the move). The company that they contracted to unload our shipment (Royal Hawaiian) was great though. We bought insurance and were promised that if each pre-packed box was inspected, it would be fully insured, but when one of our most highly valued boxes went missing and we filed a claim, the insurance company used all of it's loopholes to deny our claim. Most of the issues were to do with the shoddy job that the company on the pick-up end did. In all fairness to Premier Van Lines, they worked hard to submit claim to the pick up contractor to replace our missing items. Have not had a final result yet, but am hoping that they can get right this right at least. The staff was generally very courteous and seemed like they wanted to help, but there were a lot of crossed wires (one staff member saying one thing and the other another) and misinformation that made our move very stressful. I will not be using this company again.
Response from Premier Van Lines International
Here are the facts: The survey and pick up was performed by Finnegan's Moving and Warehouse and the estimate was for 2,800 pounds (household goods were packed by owner). On the pack date, the household goods were inspected, numbered, and inventoried. Subsequent quotes were sent for 1,000, 2,000 and 3,000 pounds. Miss Schutz indicated that she wanted to downsize to about 2,000 pounds and the quote was sent accordingly. In terms of Finnegan's performace, I take full responsiblity in that they were contracted by us to perform loading services. Punctuality and good customer service is something that Premier Van Lines strives at and as representative of Premier Van Lines, fallling short of this is unexecusable. Misplacing boxes in the warehouse is intolerable and no future contracts will be awarded to Finnegan's Moving and Storage by Premier Van Lines International. The company refuses to take responsibility of their substandard service. Miss Schutz states she paid $8,870; however this is incorrect. She does not clarify that her total included the shipment of the household goods, the car and insurance. In addition, she fails to deduct the refunds given to her. Miss Schutz states that she did not witness the weighing despite our attempts to schedule a viewing appointment between Miss Schutz and Finnigan. Upon finding this out, we scheduled for a reweigh viewing in Honolulu which was completed successfully. Second weighing: 3,658 pounds, a 82 pound discrepancy. Total household goods charge was: $7,419.79 - $673.06 (refund) totaling at: $6,763.06. Miss Schutz's claim that we did not adjust our cost per 100 pounds. Again, this is incorrect. The quoted rate per 100 pounds for 2,000 pounds was $198. After the refunds were sent to her, her cost was $184.88 per 100 pounds for 3,658 pounds. The estimated time of deliver on the rate confirmation states about 4 to 6 weeks for household goods. All delivery times are estimates. Miss Schutz was told by email, phone, and rate confirmation that the estimated time of delivery would be around 6 weeks (give or take a week) by myself and Richard. I would never tell any customer from New York that the transit time for household goods is 4 weeks guaranteed. Estimated time for cars is about 4 weeks but not for household goods. Miss Schutz did purchase insurance; however, she filed a claim for her missing box of pots and pans only. Other damages she indicated but did not file were scratches on a CD Rack and a chip on her desk and several missing boxes. Prior to the pack date, Premier asked Miss Schutz to fill out a high value inventory sheet which she listed and of those items, none of them were missing or damaged with the exception of the box of brand new pots and pans. To claim that she had many expensive items damaged and/or lost is invalid. Miss Schutz's other missing boxes would have been covered by the insurance had she filled out the claim when she listed her missing pots and pans. Insurance company settle $250 for the missing boxes; however, she had to pay a deductable of $250 which resulted in no monies from the Insurance company. Upon hearing this, Premier Van Lines agreed to provide $500 an addition for the loss of pots and pans. In terms of miscommunication, Miss Schutz has spoken to 5 individuals during her move. Lisa, who assisted in her insurance purchase and car shipment. Richard who dealt with her move coordination of the household goods and me, Neena who provided her with the quote and invoice. She also was in contact with the insurance company as well as Finnigan's. It is easy to understand how Miss Schutz could get easily irritated if she was in communication with 5 individuals about her one move; however, she must realize that her move is quite complicated and requires coordination of multiple companies and individuals to complete the move. We at Premier always answered her calls during business hours and returned all calls and emails. Overall, we have come to the following conclusion: 1. Premier Van Lines International has made the effort to make the wrong...right . It is agreed that the Miss Schutz was given substandard service in New York and we have made efforts to remedy this situation by offering refunds to Miss Schutz and not awarding Finnigan's Moving and Storage future contracts. 2. We did reduce her cost per 100 pounds. Her cost final was $184.88 per 100 pounds for 3,658 pounds. 3. Survey estimate was at 2,800 pounds. She was quoted for 1,000, 2,000, and 3,000 pounds. It was agreed that she would keep it around 2,000 pounds. 4. Estimated delivery dates around 4 to 7 weeks for household goods and 4 to 6 weeks for the car were provided by myself and Richard multiple times by phone, email, and documents. 5. Insurance: the protocol is for Miss Schutz to list off all missing and damaged items on the claim form. If Miss Schutz does not follow the instructions and subsequently is awarded only what is listed, the blame should not be applied towards Premier Van Lines. 6. Premier Van Lines refunded Miss Schutz. We have been in business for move than 25 years and every customer is valuable to us and when things do not go well, we will make it right. We welcome all reviews both good and bad; however, it is unfair to be the recipient of a negative review based on unsubstantiated accusations. Her displeasure towards Finnigan's is justied as our regard for them mirrors hers. Neena.