Reply from State to State Moves IncDec 13, 2022
We're sorry to hear of your experience. You were delivered a few hours ago. We're disappointed in the fact that you're claiming we're scam. Lets review what transpired. You booked your move 11/22, one day before you had to move. You reserved a full service move with free storage. We had a truck out to you 11/23. Typically, our shortest advanced notice for last minute moves is 2-3 weeks. The US Department of Transportation recommends scheduling your move a month out because of all the moving parts. We opened your file at 2:26 PM EST 11/22. You were loaded on 11/23. We have always answered your calls and called you back. During scheduling you did not yet have delivery address. You gave us the delivery address during storage. We learned on the day of delivery that you had 4 additional flights of stairs and required a long carry from the truck to your door. All accessorial fees are stated in large writing on the estimate you signed. Your exact amount on the original estimate was at $2,400.00 Your Signed Bill of Lading at loading was $3,220.00. An additional cost of $820.00 in total. You added 140 cubic feet of space at $4.25 per cf. Fuel is 12% of the overall cost. You used $63.60 for additional packing materials such as the shrink wrap for your sofas etc. the movers found out on the day of delivery that the distance from where they were forced to park to your door up the 4 flights of stairs was more than 75 ft. At loading you signed for additional space and packing stating to customer service you did in fact require additional space and asked for additional packing. Tape was listed but removed from the bill at delivery because tape is free and included for free. I can submit copy’s of the bill of lading and the original estimate. Typically we do not schedule moves going 1500 mile 1 day before loading. We call 72 hours before the loading date to review any and all inventory, packing needs, and changes to the estimate. This was not possible with your move.
Excerpt from the estimate you signed: Optional Accessorial Services and Additional Fees (if applicable to the move): Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry. •First flight of stairs up to first landing included. Additional fee for flights of stairs above the first landing. The stair fee starts at a $75.00 fee. •Long carry: First 75 feet are included; each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.
Ultimately, what we were told 1 day before your move compared to what you actually moved and services you needed performed differed. Typically, we give clients an opportunity to review the estimate inventory before loading because many customer's items change; they sell items, or decide not to take items, or they add and need help with last-minute packing.
After reviewing the file in full. You were not charged for packing tape, the charge was already removed. The only difference was that the carrier charged you $100.00 per additional flight of stairs and for the long carry fee instead of $75. We are going to offer you a refund of $100.00 for the additional amount that should have not been applied. I can ensure you were not scammed. Also, you added additional items outside of the original article list given. Your charges for added services and fees and inventory were all warranted. We were also in correspondence for a resolution that was appropriate. You were just delivered a few hours ago. You requested shrink wrapping to be included to special pack your sofa. All packing tape, and moving blankets are free of charge. Shrink wrap is not. You added furniture and increased the size of your load. You were discounted for the additional shrink wrap, and discount for the additional items, causing an increased price for the additional 140 cf. I'm not sure why you feel scammed but I cannot agree with you. Please contact us at 888-610-5045 if you have any questions.
