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Review 11/11/2009
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I will never use this company again!
There was so much bad communications that my scheduled move was canceled and Eli did not even know it. I left a contact number with Eli while I had my phone and Internet turned off in prep of the move. A third party rep (the contracted moving company) called my wife using the contact number but failed to identify herself with Eli so my wife was reluctant about giving her any information. Eli never informed me that a company would contact us so we were not expecting anyone other than Eli. I work as an IT Security Analyst and we are very suspicious of unknown callers "phishing" or etc. So no confirmation was given to the third party. That same day we (my wife) confirmed it with Eli but Eli did not pass the confirmation information to the third party. This caused my move to be canceled without Eli ever knowing it. I called Eli that morning and they did not know that my move was canceled and they referred me to the third party. The lady told me since I did not confirm the move that she canceled and would reschedule the move for the next day. I told her (dispatcher) that I did not know who she was and had no knowledge that a confirmation directly to her was required.
She rescheduled for the next day (Friday). Then the truck broke down and the 2 movers did not arrive until 7:45-8:00pm. The head mover did not have a copy of the inventory but knew how many cubic feet and pieces they were supposed to move. He conducted a quick walk through and my estimate doubled (almost). The number of pieces went from 22 to around 30+ because each mattress was counted separately, the bed rails were counted separately, the armoire was not counted as a unit but each piece, 3-pc sectional was treated as two couches and a love seat (additional cubic feet), and several other items that were listed as a unit was separated and counted. The generic inventory list aided in the increased cost. I was informed that a bed listed on the inventory consisted of the mattresses and rails (not true).
The contract listed additional fees for packing materials. This is a huge understatement. For each piece of glass I was charged $60-65 for packing material. I was figuring $10-15. Each item was shrink wrapped and a fee of $65-70 each was added, since my cubic feet increased the cost of gas increased and it continued to add up throughout the night. Prior to moving and wrapping the head mover provided me with the new cost (almost double). I stated not to do anything until I spoke with someone from Eli. I was unsuccessful. I left a dissatisfied email and they didn't contact me until Monday. Since I had to be in NC by Monday I had no choice but to allow the movers to continue. Then Eli said that it was not their fault nor responsibility and said that it was all the actions of the moving company. I stated that we needed to discuss this in a three-way call between me, the moving company and Eli. No one seemed to know how to do conferencing so it didn't happen.
The BBB rating fooled me. I recommend not using the rating unless there are customer reviews to back up the rating. I recommend that you submit a personalized inventory list and do not accept their generic, inadequate inventory and finally find out who the contracted company is and do a review on their services. I was told by the movers that these brokers (like Eli) do not have a clue of the actual or close to accurate cost of moves. A customer before me was quoted an amount and it turned out to be 3 times the amount quoted (not Eli this time).
I served over 20 years in the military and have moved cross country several times and this had to be the worst moving experience ever.
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Business's response - by Eli Transport INC.on 11/12/2009
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Unfortunately moving companies and ourselves work on a trust basis. We supply prices based upon the information that customer provides us. When we arrive at a job site we have a detailed inventory list that the customer provided us. If there are additional items when we arrive that are not on that list we do have to charge accordingly for those items based on the flat rate that is supplied and explained to the customer at the time of booking the reservation. As well customers are advised that any items that need to be packed in boxes, shrink wrap etc. will be additional to the price. We always advise the customer to pack those items by themselves that they can save on those additional charges. (As well we explain how to do so). If on the day of the move the customer didn't properly pack items that required special attention (TV, glass, electronics, appliances and any fragile items or mattresses/shrink wrap) it is our responsibility to pack those items accordingly so that they will arrive to the intended destination in the same condition as they we taken on the day of the move. Customers also can sign not to pack or take any additional items by signing a waiver and the quote will remain the same. To avoid addional charges customers do need to understand that as accurate as they are with their inventory list that they supply us on the day of the reservation, that is as accurate as our quote is.
Thank you
Management
Eli Transport
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