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Furniture reviews in Joppa

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  • Everything above the dashed line below was posted on 4/2/2013. We worked through the Angie's List resolution process, which resulted in a stalemate last December. Movers USA has posted many things on Angie's List that are misleading, some of which are out-right lies. Earlier this week we sent a letter to the Angie's List customer service department with documentation of some of these lies. The outcome is that even when paper documentation is provided showing clearly that a company has lied, the Angie's List ratings system can still result in that company maintaining an "A" rating. We would be glad to share the documentation with anyone interested. Clarification Note: The Home Build Year noted at the top of this review refers to the house we moved into, which we believe was built sometime in the 1960's. The house we moved from was built in the 1970's. The remainder of this section was posted as part of the review in the fall of 2012.--------------------------------
    *Background.
    Items to be moved were furniture, piano, appliances (washer, dryer, refrigerator), several wall mirrors, flat-screen TV (50"), boxes.  The request was for moving of the above, to include packing of wall mirrors, TV, and some limited amount of packing of household items into boxes.  We planned to, and did, complete most of the box-packing before moving day. On our own we had moved all kitchen boxes, all boxes containing fragile items, and many other boxes and loose items prior to moving day.  On moving day, we ended up packing most of the remaining household items ourselves while the movers were loading the truck and we also moved lamps and many other items in our own vehicle.  The move was local (30 min drive) from the old house (3 bedroom, finished basement, 2 car garage, sun room) into a 3 bedroom house with unfinished basement and 2 car garage.

    *Grossly inaccurate quote estimates by Movers USA.
    Movers USA was unable to provide estimates within 10% of the final cost. The final cost was $2635, more than *3 times* the original quote ($795). Based on the good ratings on Angie's list, we thought Movers USA knew what it was doing. However, Movers USA greatly increased the quote each time we spoke with them, including upon their arrival on moving day. A professional company offering phone estimates should know the appropriate questions to ask in order to provide an accurate estimate or they should *not* offer phone estimates. In their reply to our original online review, Movers USA falsely indicated that they were told the move was for a 2 bedroom home and were surprised to find a house full of furniture and a piano, and that they only charged us 12 hours for a 13.5 hr move.  On the contrary, their web site says they move pianos and every time we spoke to them we mentioned that they would be moving a 3 bedroom home, mostly furniture, to include piano, mirrors, TV, and boxes and described what would need to be packed and moved.  Each time they said that the piano was fine. Furthermore, the move was *12 hrs* which included lunch breaks by individual movers during the first truck-loading. The 13.5 hrs incorrectly included the 1.25 hr break the movers took for dinner and the 0.25 hr discussion between the Lead, us, and the office when they unexpectedly required us to pay for the entire move before they would deliver the second load (see "Unprofessional Movers" under "Description of Work").


    *Unprofessional movers provided by Movers USA.
    The quotes specified "professional, courteous, uniformed, certified movers." On the contrary, the movers could not communicate well in English and (except for Yuri, the Lead) appeared to be day laborers.  They arrived almost at the end of the specified time window. They spent much of the first half of the move text messaging and moving at a slow pace. We originally thought the slow pace was to be careful with our items. They caused over $1515 in repair/replacement damage, including damage to the piano, every appliance, and every piece of our most expensive furniture.  Much of the damage was to items moved with the first load when they were going slowly. The movers were not professional or competent.


    *Misleading, contradictory information regarding the claims process and unresponsive, condescending second party claims company used by Movers USA.
    We paid for partial insurance through Movers USA. We received contradictory information from the Lead, Gil, the bill of lading, and the claims company related to the claims process. The claims company representative misled us about the time-consuming nature of preparing the claims package, suggesting we should hold off in providing the required oral report until three days before the package was due, knowing that we would have missed the deadline if we had taken her suggestion. Among other things, the process required us to take pictures, schedule and pay for repair estimates without reimbursement, and send everything to be received by hard copy mail by the due date four days from when the oral report was taken if we wanted a signature for the FedEx package. The claims company used email to send us the cover letter, instructions, and forms but required us to provide everything in hard copy by mail. The email from MOVINGCLAIMS@aol.com says "do not respond to this email, as this email address is not regularly monitored". They provided no email address for questions or status updates. We must contact them by long distance phone number (no toll free number) or mail.   The cover letter specified that they would send a letter acknowledging receipt of our package within 30 days of receipt. They signed for our package (FedEx) on 7/20 and we have not received acknowledgment as of 10/13 (85 days since receipt, 96 days since the move). Phone calls to the company on 8/27, 8/29, 8/30, 9/7, and 9/14, email to the only address I have, and hard copy of that email sent by registered mail, have been unsuccessful to obtain the promised written acknowledgment. On 10/13, I reviewed the email and paperwork from the claims company.  The form and cover letter state "Claims Processing Center". It is unclear whether this is the company name or a department within a company. No obvious company name, web address, or email is provided on any paperwork.  I have looked for them online and determined that "Claims Processing Center" is the only name they have and that they are a scam company. I found no web address; they have an "F" rating with the BBB; they are not found on an Angie's List search; there are multiple complaints against them (see www.BBB.org, and examples such as www.scamchecker.com #0053794 and www.ripoffreport.com #s 760947, 376928).  The complaints against them show that they are just as unresponsive to others as to us and state that they deny all claims.  Only a scam moving company would use a scam claims company to process their damage claims.


    *Examples of unexpected unprofessional practice based on online reviews.
    - A review on 3/15/2012 said that Movers USA sent an extra mover, resulting in lower final cost than quoted.  In our case, Movers USA sent an extra mover that we had already said we didn't want and the final cost was 72% higher than the quote based on which we had paid our deposit.
    - A review on 2/27/2012 said that "Movers USA was very concerned that we had had a less than stellar experience and sent someone out nearly right away to inspect our houses and the dresser. They credited us some of the cost back for the damage, which we appreciated." In our case, our contact people at Movers USA always forward us to their second party claims company, which has yet to even acknowledge our claim at ninety-six days after our move. We have spent more than 40 hrs total in preparing the claim package as instructed, making phone calls to obtain the promised written acknowledgment to no avail, talking to an Angie's List representative to initiate a complaint there, and reviewing / editing the Angie's List report. We spent $320 out of pocket obtaining the repair estimates required by the claims company for our claim to be considered.
    - A review on 6/22/2012 said that "Toward the afternoon, there was some concern that all our stuff might not fit onto one truck (Gil had alerted me of this possibility and asked if we would allow them to bring our belongings in two smaller trucks -- we have a large outdoor playset, grill and other items we didn't need right away, so we were fine with that delivery coming later if necessary).  However, this ended up being no problem -- Jose simply made a phone call and another truck showed up soon thereafter to load our remaining items." In our case, the movers arrived on moving day with a truck that was too small and told us we would have to pay for the extra travel time to make more than one trip or they would make one trip with whatever they could fit and we could move the rest by ourselves.  There was no attempt to obtain a larger or second truck.


    *Even if only *one* recent customer has a moving experience as horrible as this, the company should NOT get an "A" rating on Angie's List. What a company does when damage occurs and/or when they have under-estimated is far more important than hundreds of good reviews when there was no damage and/or the estimate was close to the final cost.
    - Vicky B.
  • Overall, the experience went well. The gentlemen was personable, explained everything thoroughly about what he was going to do, and was knowledgable. I'm very satisfied with his services and I would recommend this company.
    - Coleen B.
  • Our salesperson was both helpful and knowledgeable about the products we were interested in. The delivery went smoothly as they arrived when expected, removed the used appliances, and successfully installed and/or hooked up the new ones.
    - ROBIN B.
  • The salesperson at Jarvis was very knowledgeable about commercial grade gas ranges and accessories, helping us choose the Wolf 36'' gas range that they installed in the island of our newly remodeled kitchen. The service department responded very quickly when we encountered a problem with the igniter.
    - ROBIN B.
  • The movers were prompt on arrival and quickly moved everything in almost 5 hours. Great job!
    - Damian C.
  • My experience was excellent. They were fast and efficient. They picked up my chairs and delivered them back to me in 2 weeks.
    - CATHERINE C.
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Custom Furniture Makers in Joppa

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