Planes Moving & Storage Inc

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From: Sugar Serrato Sent: Thursday, March 11, 2010 10:54 AM To: Jeanie Dorich Subject: our moving experience Jeanie, Chad made it to our house on the first day of the two day promise. Chad was meticulous and professional. He did ask if we could skip the "bingo" since our belongings were the last on the truck. I was OK with that. The local man, Sam, was outstanding. I will definitely give them both a great survey once received. I have a big problem with the third guy Rick. I heard him use "h***" twice which is not only inappropriate at a customer's home but especially when there's a 4 year old child present. Sam was coming in the house with boxes piled on a dolly and would ask me where each and every box should go and I was more than happy to instruct him. I went to my garage and saw stacks of boxes piled up. Chad was working the truck so I went out to ask if that was part of their system.....pile them up in one location and then ask me to direct them. Chad said they only moved things once which I knew but I informed him that I didn't instruct anyone to put all of those things in the garage. He said Rick pointed out that those boxes all had "storage" written on them so they assumed they were for storage and should just go into the garage. I explained to Chad that "storage" was written on them from the front end of our move when we sold our house and put them in the storage units in OH. I said, "You know, the 'storage' units you unloaded." He looked at me with a knowing look and apologized. He said they would put them where I wanted them. So Chad and I started sorting. As we got a pile, Chad started taking them in the house. I sorted the rest. While I was doing the work, Rick walked my direction, got a phone call and decided to take the call. Chad did tell me that Sam noticed Rick dropping boxes anywhere when I wasn't readily available. Yet Sam took the time to call my name and ask. I believe what Sam is saying is true because I have found many boxes that obviously don't belong in a certain room. A few examples: a purple plastic bin with Dora the Explorer on it (pretty obvious it's a kids bin) was in the office. A clear plastic bin with clothes (clearly noticeable on the outside) was in the office. There were two boxes in a closet under the stairs yet I never asked anyone to put anything in that particular closet. There were many items stacked in the garage that weren't marked "storage" yet this was Rick's reasoning for putting them there. My husband and I are doing work we paid someone else to do. I don't think it would be inappropriate to expect a partial refund. Not only are we doing his work but we were kind enough to decline the "bingo" inventory process which in Chad's own words would save him a couple of hours. Regards, Sugar From: Jeanie Dorich To: Sugar Serrato Sent: Thu, March 11, 2010 10:26:00 AM Subject: RE: our moving experience thank you for taking the time to re-cap your experience. I am sorry that you were not completely satisfied with the delivery portion of our service. I have taken the liberty of forwarding your email to my supervisor, Ronda Duvall, and the Director of our department, Jim Baughman. I believe Ronda is working on a response to you as we speak. Thanks again. We will be in touch. Thank you, Jeanie Dorich, Relocation Counselor From: Sugar Serrato To: rrothring@planescompanies.com Sent: Mon, March 15, 2010 11:39:06 PM Subject: Fw: our moving experience Randy, Ronda did call me on Thursday afternoon. Her tone was professional. She thanked me for my e-mail and reassured me that she had/would contact the San Antonio office in regards to Rick. She continued to say that Planes was unwilling to reimburse me for the portion of work that wasn't performed nor could they send another crew at no charge to finish the job. But she'd be very willing to send another crew out at my expense. She couldn't do anything for me. I asked why and she really sent me to the brink when she started using "you" statements, such as "you" released them when the work wasn't complete, "you" signed the papers, "you" should have had them assemble the beds, "you" should have called someone at Planes while they were still there if you were dissatisfied. In regards, to signing papers that Chad asked me to sign, I did make a remark to Ronda about the "25 sheets of paper" that I should have read word for word. Honestly, no company can believe a customer is going to read what would probably take an attorney to decipher. This is where customers have faith in the company they're dealing with. Again, trusting anyone at Planes turned out to be an apparent mistake on my part. So what I got from Ronda is that I should have been a nasty, demanding customer that not only should be expected to perform a portion of the physical labor that I paid for but I should also have taken on a supervisory role in assuring all of the laborers were doing their jobs. I should have then put on my manager's hat and called into the office if they weren't performing up to par. Randy, if I had known all of this I would have asked to be put on the payroll and I most certainly wouldn't have paid Planes the additional money I did in comparison to the other quote I received. Our belongings were delivered Tues and on Fri as I was doing more unpacking and moving of my own belongings I've come across 3 more boxes in a downstairs bedroom closet that were clearly marked for rooms upstairs. Additionally, this is a guest room and another closet that I know I specifically did not ask anyone to put anything in. There was also a vacuum and steam cleaner just set inside the entry door. In the living room I stumbled across my daughter's bean bag that I'd been looking for and was clearly marked "play room". So not only has Rick caused us additional work but I'm struggling to find things that should be easily found since they are marked properly yet Rick just put them in random places. If what Ronda is telling me is all that a supposed reputable company like Planes is willing to offer than I have no choice but to express my consumer opinion on Angie's List, to the BBB and on social networking sites which reach far and wide. Perhaps Planes doesn't care who they upset because long distance moves probably won't bring many repeat customers but word of mouth to other potential customers can have an impact. After all, Angie's List and the BBB are how I found Planes and decided to make the initial call for a quote. From: Sugar Serrato Sent: Friday, March 26, 2010 12:14 AM To: Randy Rothring Subject: Fw: our moving experience Randy, It's been almost 2 weeks since my initial e-mail and since I haven't received a response I'd like to believe that you're working behind the scenes to make this right. I think offering to credit us 1/3 of the cost of labor of the destination rate would be fair since only 2 of the 3 Planes employees/contractors performed their duties to an acceptable extent. From: Randy Rothring To: Sugar Serrato Sent: Fri, March 26, 2010 3:07:29 PM Subject: RE: our moving experience Sugar, I forwarded your initial email to customer service higher ups, and they assured me they would look into it. I do not know if there is anything else they can do. I will have Jim Baughman contact you to discuss your concerns. If anything is going to happen he is the right person to talk to. Randy Rothring, Director of Residential Sales From: Sugar Serrato Sent: Tuesday, April 06, 2010 4:59 PM To: Jim Baughman Cc: Randy Rothring Subject: Fw: our moving experience Jim, It's been more than a week now since Randy was going to ask you to contact me and two weeks before that went I sent my original request to Randy. At this time, I'm requesting a refund in the amount equal to 1/3 of the cost of labor at the destination (San Antonio) rate for work that was not performed by one of your three representatives. Regards, Sugar From: Jim Baughman To: Sugar Serrato Cc: Randy Rothring; Ronda Du Vall Sent: Wed, April 7, 2010 10:37:04 AM Subject: RE: our moving experience Sugar, Randy did, in fact, communicate with me regarding your move. Prior to that, I had remained in touch with your move throughout the relocation process. I had attempted to contact you by phone but couldn’t get through on the number that we had. Unfortunately there is no refund forthcoming. The delivery would not have been able to happen without the efforts of all three crew members. I know Ronda had explained the facts of the delivery process earlier. We performed as contracted to completion. Our position is unchanged. Regards, Jim From: Sugar Serrato Sent: Wednesday, April 07, 2010 12:24 PM To: Jim Baughman Cc: Randy Rothring; Ronda Du Vall Subject: Re: our moving experience Jim, Are you certain you've read the correct file? You stated, "the delivery would not have been able to happen without the efforts of all three crew members". One of those crew members put minimal effort, in fact, put boxes in obscure places that have caused us additional work. Additionally, you stated, "we performed as contracted to completion". Another inaccurate statement. We contracted your company to move each of our belongings into the rooms specified. Yet Rick placed boxes upon boxes in a pile in our garage and put boxes in rooms and closets where they did not belong since he didn't ask for instruction or read the labels as applicable. If indeed your company performs to completion then Planes owes us a partial refund for services not performed. Sugar Wed, April 7, 2010 11:45:41 AM RE: our moving experience From: Jim Baughman To:Sugar Serrato Cc:Randy Rothring ; Ronda Du Vall Sugar, Yes, I have the correct file. Thanks for restating your feedback. I’ll add it to the file with your earlier comments. Regards, Jim

of all the quotes that i received (i received about 7), this was one of the most expensive of the bigger companies. however, i went with it because i knew of 3 people who personally used united (not necessarily planes). overall, it went well. there was only 1 breakage, which we'll file a claim for. they said up to 10 days delivery and they delivered within 3 days, which was great. however, there are a few things that happened that will most likely preclude me from using them again: 1. they crated the wrong painting without verifying with me and charged me for it. 2. they charged us extra for unpacking items that a. we unpacked ourselves (tvs) and b. they didn't tell us they'd charge for unpacking (mattresses? - i could have easily done that myself if they told me they were going to charge for it)... all the other companies included that in their pricing. they said the quote was binding and yet, it increased $70. they were supposed to uncrate the paintings but due to lack of communication on their part, it got cancelled - at least they refunded me that - was $165! the moving men stated that they unpacked our tvs - my husband did. they did help us put it on the stand. that's why we paid them $180 in tip!!! they did not inform us that they'd charge us for that. was not happy about that. the movers filled in the "unpacking" section AFTER I signed the blank one! SNEAKY! i asked for a refund for the crating of the wrong picture and the "unpacking" they did, but the only refund i got was the $165. they used a 3rd party (DAS) for auto transport. the guy who picked them up and the guy who dropped them off were both fine. it was the DAS coordinator who was incompetent. got the scheduling of drop off all wrong! the guy who picked it up also said 6 to 8 days. we got it around day 15 or 16 (due to incompetence of DAS coordinator).... also, i do wish i was there for the weighing. they quoted 7600 or so. i've received quotes for 6000 - 7000 so that sounded on the higher side. we also threw out a lot of stuff... they stated that our furniture weighed in about 8400. sounds unrealistically high. overall, i believe they did a good job but lack communication within the departments and communication with us. i don't like when people sneak in charges. i specifically asked them exactly what extra charges i'd get charged. there is no section for "maybe" re: using them again. i don't know. not feeling too hot about them right now. but i think that's more related to customer service/professionalism than the fact that they did a bad job.

We thought it was reasonable and they did well for us.

Everything went well. Their pricing was excellent.

fine - they were careful with everything - no problems

We are moving from Miami to Cincinnati and they had a truck coming down to Miami that they were planning on driving back to Cincinnati empty. It worked out perfectly for us to put our belongings in that truck and they drove it back for us. The president of the company came out to meet my wife and see how everything worked out for us. They really saved us. They were just amazing. They are very pleasant and professional. I couldn't say anything more about them, they are just wonderful!

Their pricing was good and the quality of their work was ok. I was not completely satisfied with their service and I will probably not use this company again.

They did a great job and I would recommend them. They were careful, efficient, and on time. I would definitely use them again if needed.

The experience was good. The person who we dealt with was responsive to our questions. He had good communication skills and was knowledgeable as we had tons of questions, because we were moving in from Oklahoma to Ohio and he answered them all. My company paid for it.

It was a nightmare. In a nutshell, the original driver didn't show up. Another was sent later that day. Yet, another driver drove our load x-country. It showed up within the time frame, but halfway through the unloading process, we were told that only about half of our load was being delivered. A call to Planes revealed that they had no idea that we had an "overflow," and there were no plans in place to get the rest of our stuff to us. About ten days later they sent us a crate full of things we specifically requested (computer, work clothes). Even that arrived a day later than promised/needed. One month after our belongings had been loaded onto the truck, we received the balance of our stuff. Planes and ultimately United were apologetic for the multitude of errors that occurred, yet they were unwilling to compensate us for the delay beyond $500 toward the purchase of new clothes (when my husband had no work clothes for his 1st day on a new job.) and a $1,500 "good will gesture."

The furniture got there when they said it would. They kept in contact to let me know exactly when it would be there. They made sure it was loaded and unloaded safely. There was no damage upon arrival and I would use them again. This was done in February when there was snow and ice storms and they did a great job handling everything.

The crew arrived on time. Every item in our home was wrapped and boxed. Once finished, the crew arrived at our new home to unload the truck. The crew worked quickly and efficiently.

PLANES MOVING CONTACTED ME BY PHONE TO SET UP A TIME FOR DELIVERY. THEY WERE VERY PERSONABLE AND PROFESSIONAL. THE MOVERS ACTUALLY SHOWED UP EARLIER THAN PLANNED BUT DID CALL ME STATING SO. THE MOVING MEN WERE VERY CAREFUL OF MY DOORS AND OTHER BELONGINGS. THEY PLACED THE FURNITURE WHERE I WANTED IT. NICE AND FRIENDLY EXPERIENCE.

THE INITIAL EXPERIENCE WAS NOT THAT GOOD. THEY HAD MISINFORMED US AT THE BEGINNING ABOUT HOW LONG IT WOULD TAKE TO PACK AND LOAD THE TRUCK, SO IT WAS STRESSFUL TRYING TO GET EVERYTHING IN THE TRUCK SO WE COULD CATCH A PLANE. WHEN I COMPLAINED, THEY ACTED AS IF IT WAS OUR FAULT. THEY BROKE SOME OF OUR STUFF, BUT THEY TOOK CARE OF REPAIRING AND REPLACING THEM. WE DID HAVE THE MAX. INSURANCE POSSIBLE, THOUGH. THE DELIVERY EXPERIENCE WHICH WAS HANDLED BY THE LOCAL UNITED OFFICE, WAS VERY GOOD. THEY WERE CORDIAL AND NICE.

GREAT SERVICE AND PROMPTNESS. ONLY LOST ONE ITEM, THE COST OF WHICH THEY REPLACED WITHOUT HASSLES.

THE MOVE WAS DONE ON TIME, NO BREAKAGE. THE ISSUE IS THAT THEY MADE AN ESTIMATE OF $1600, BUT THEY BEGAN DOING FAR MORE WORK THAN COULD BE REASONABLY EXPECTED. THIS INCLUDED PACKING TIES & UNDERWEAR AND BRINGING IN ADDITIONAL HELP, RAISING THE COST TO AN UNREASONABLE LEVEL. THEY CONTINUE TO PRESS FOR FULL PAYMENT, WHILE I HAVE PAID THE ORIGINAL AMOUNT AGREED TO.

I WAS ASSIGNED A PERSONAL REPRESENTATIVE WITH THE COMPANY WHO KEPT ME INFORMED OF EVERY DETAIL OF THE MOVE. HER NAME IS TIFFANY. SHE WAS WONDERFUL TO DEAL WITH AS WERE THE TWO YOUNG MOVERS.

THEIR QUOTE WAS GOOD. THEY SHOWED UP ON TIME. IT TOOK 3 1/2 HOURS LONGER THAN ESTIMATED. I WAS TOLD I SHOULD HAVE HAD 3 WORKERS INSTEAD OF JUST TWO. NONETHELESS THEY WERE VERY CAREFUL MOVING MANY ANTIQUES, ETC.

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