First class moversReviews of firstclassmovers.org

Response from First class moversJan 7, 2025

Thank you for sharing your feedback about your recent experience with our company. We take your concerns seriously and appreciate the opportunity to address them. Our representatives are trained to provide helpful guidance during the quoting process and to educate customers about potential risks when selecting a moving provider, such as companies operating without proper licensing or using deceptive practices. Doug's passion for providing accurate information about the moving industry is rooted in his commitment to ensuring customers make safe and informed decisions. We regret if this information was conveyed in a way that made you feel uncomfortable or pressured, as this was certainly not the intention. As for the follow-up communications, it is part of our standard process to ensure customers have the information they need. If the frequency of contact felt excessive, we sincerely apologize and will review our practices to ensure a better balance moving forward.

Response from First class moversFeb 7, 2025

We take customer feedback very seriously, and we are committed to ensuring that every client receives quality service. However, we believe it is important to clarify some inaccuracies in your review. Storage Status: At the time of writing this review, your belongings were still in storage and had not yet been delivered. Therefore, the claim that only half of your belongings arrived is incorrect. Cost of Services: The total cost of your move was half of the amount you have stated and the price increased because you had 700 additional cubic feet that were not disclosed on the inventory you provided prior to pickup. We believe there may be a misunderstanding, and are happy to review your invoice with you to clarify any concerns. Damage Claims: While you have stated that there is extensive damage to your items, we have yet to receive any formal compensation claim or supporting documentation. Filing a claim is a necessary step for us to investigate and address these concerns appropriately. Accusations of Theft: We take accusations of theft very seriously. Our team adheres to strict protocols to ensure the security and integrity of our clients' belongings. If you believe items are missing, we encourage you to contact us directly so we can investigate thoroughly. We understand that moving can be a stressful experience, and we want to work with you to resolve any legitimate issues. Please contact our customer care team at [email protected] to discuss your concerns further.

Response from First class moversDec 4, 2024

Your delivery was planned based on your first available day, which was updated to 12/1 after your conversation with Doug on 11/25. We sent you two emails at that time- the first was to confirm that your availability was updated to 12/1 and the second was important information about your delivery including that your availabiltiy would begin on 12/1. The first available day is confirmed in writing multiple times to ensure that we have the correct information and there are no verbal misunderstandings. On 11/29, we called and left a voicemail, texted, and sent another email confirming that your delivery was on the way as we planned to deliver on your first available day. Had you responded or indicated in any way that this was not the correct date, we would not have scheduled it as deliveries are planned based on your availability to avoid exactly this situation. Unfortunately, we didn't hear from you until the driver reached out to confirm the ETA 24 hours prior to arrival. We recommended getting a storage unit to avoid redelivery fees if you couldn't be available on 12/1 but you already had a unit and made arrangements for someone to be there on your behalf. The delivery was ultimately completed on 12/1 without incident. Additionally, we want to be clear that our crews are not subcontracted. We are not brokers. The movers, customer service, and reservatios staff all work for First Class Movers and the fact that some of our crew are Ukrainian has nothing to do with anything.

Response from First class moversDec 5, 2024

We regret any challenges you faced during your move and wish to address your concerns. Regarding the delivery timeframe, it is important to clarify that our service agreement, in compliance with the FMCSA's standard for reasonable dispatch, outlines a delivery timeframe of up to 21 business days for coast-to-coast moves under standard service. This information is explicitly stated in our contract and was communicated to you before and after the pickup. Your items were delivered well within this timeframe. Regarding pricing and payment, the contract signed on October 9, 2024, clearly indicates that the initial estimate was based on the inventory list you provided at the time of booking. Any additions or discrepancies in volume at pickup may result in adjusted pricing, as detailed under the agreed terms. Your signature on the revised estimate and Bill of Lading acknowledges understanding and acceptance of these terms including any cost adjustments for added items or services. Regarding any lapses in communication with your reservations specialist, it should be noted that, as outlined in the contract, once booking is complete, our customer service team becomes the client's primary point of contact as this process helps streamline communication. We recognize that prompt and empathetic responses are critical, and we apologize if this expectation was not met. We also want to be abundantly clear that we do NOT hold shipments hostage arbitrarily. If there is a confrontation or the client refuses to pay their balance in accordance with the contract, it will not be scheduled until the issue is resolved. This policy ensures the safety of our drivers and the integrity of our operations. In rare cases where disputes cannot be resolved amicably, Article 12 of the agreement stipulates that such matters must be addressed through the courts in King County, Washington. This is not a threat, it is an escalation process that we always strive to avoid through clear communication and cooperative resolution. If you have unresolved issues, we encourage you to use the claims process outlined in the contract. Thank you for taking the time to share your feedback.

Response from First class moversNov 18, 2024

Thank you for reaching out to share your experience with us. We apologize for any frustration you felt during the move and appreciate the opportunity to address your concerns. At First Class Movers, we aim to adhere to scheduled pickup times and provide prompt service. However, due to the nature of our industry and the many unpredictable variables that arise during moves, we cannot always guarantee precise arrival times. We do our best to keep clients updated and appreciate your understanding in these circumstances. Regarding the handling of your items, we acknowledge that two of your items were left behind initially, but quickly located and have since been successfully delivered. We have a process in place for handling damages or missing items, and per our agreement, clients are welcome to file a compensation claim if necessary. As of today, we have not been informed of any damages or received a request for a claim form related to any specific damaged items; however, we proactively sent a claim form to you so that you may file a claim at your convenience. We encourage you to complete this form if you wish to address any concerns about your belongings in greater detail. It’s important to note that in most cases, damages typically stem from improper packing techniques. In this case, as you packed your own belongings, this may have contributed to some of the issues. Additionally, we’d like to clarify the timeline of the moving process for accuracy: pickup occurred on 10/16, and we sent a delivery confirmation on 10/21. Your first available delivery day was scheduled for 10/23, allowing us to complete the process quickly and well within standard timeframes. Our team communicated with you throughout this period to keep you informed. Thank you again for your feedback. We’re here to ensure a positive resolution and are happy to assist you with any additional steps in the claims process if needed.

Response from First class moversNov 7, 2024

While we appreciate your feedback, we'd to clarify a few points regarding our process and communication. First, we would like to address the names confusion. We do not have a team member named “Chris,” so we believe this may have been a misunderstanding during your conversation with our booking representative. Also, it’s not unusual for clients to interact with different team members via phone and email. In your case, the booking representative handled phone communications, while our support staff responded via email. When you provided us with an inventory list, we estimated the total volume at 822 cubic feet for the listed items, excluding any packing boxes. You mentioned having a quote from another company for 300 cubic feet based on the same inventory, which seemed significantly low given industry standards. To ensure accuracy, we requested a copy of that estimate multiple times, as we were willing to match the rate if verified. Unfortunately, you declined to provide it, which led us to feel that you might not have been forthcoming with this information. As a result, and due to the challenging nature of the communications, we agreed it would be best to cancel the move and promptly processed your refund. We prioritize transparency, professionalism, and fair pricing, and as such, have included a copy of the inventory list in question below. We wish you the best in your upcoming move and hope this provides clarity on our interactions. Thank you. Qty   Items  CuFt  ** 1     ADJUSTABLE BASE    30     1     ARMOIRE      30     2     BAR, STOOL   10     1     BIKE, ADULT  15     2     BOOK SHELF   40     1     BOOK SHELF, SMALL  20     2     COMPUTER CHAIR   10     1     COMPUTER DESK   17     2     CREDENZA     50     1     DESK, EXECUTIVE    50     1     DESK, SMALL  17           Qty   Items  CuFt  ** 1     DRESSER, MIRROR    8      1     ENTERTAINMENT CENTER     25     1     FAN, FLOOR   5      4     FILE CABINET, 5 DRAWER    200    1     FOOT STOOL   2      1     LAMP, FLOOR (PBO)  10     2     LAMP, TABLE (PBO) 6      1     MATTRESS DBL/QN    30     2     MIRROR, REGULAR    20     1     NIGHT STAND  5      1     OTTOMAN, LG.       15           Qty   Items  CuFt  ** 1     PICTURES, MEDIUM  3      2     RUG, LARGE 8X10    20     1     SOFA TABLE   15     1     SOFA, 1 CHAIR       25     1     SOFA, 3 SEAT/BED   50     1     TABLE, COFFEE      15     1     TREADMILL   25     1     TRUNK, LARGE       10     1     TV 60+       20     1     VACUUM CLEANER     5      1     WORK BENCH  20 TOTAL: 822

Response from First class moversNov 6, 2024

Thank you for taking the time to share your experience. We are sorry to hear that the interaction described in your review did not meet your expectations, and we appreciate the opportunity to address your concerns. Firstly, to clarify, the individual you spoke with was not the owner, as our owner does not handle incoming client calls. While we understand that communication issues arose during your call, our staff always strives to speak clearly, answer questions, and ensure our customers have all the necessary information. If the conversation felt confrontational, we regret that impression, as our goal is always to assist and provide solutions, not to create further frustration. Regarding payment, we’d like to note that the accepted payment options were clearly listed in the pickup and delivery confirmations sent to you before and after your pickup date. We’re glad that, despite some confusion, this was resolved with your final payment. Regarding your delivery, we understand the frustration of unpacking and noticing missing or damaged items. While missing items are rare, they can occasionally occur, often due to inventory discrepancies rather than any form of theft. We strongly disagree with the implication that items were intentionally taken. We encouraged you to work with CSI, our claims partner, to handle any items you felt were missing or damaged. It is standard for the claims process to require specific documentation like the Interstate Bill of Lading, which outlines the inventory and services provided. We’re glad you were able to locate this document, as it’s essential to moving forward with any claims. Our team, including Hillary and Dana, worked with you professionally throughout the move, and we appreciate your acknowledgment of their support. We know moving can be overwhelming, and our staff is here to make the process as smooth as possible. We are sorry that a single interaction left you feeling dissatisfied, as it’s our goal to address issues quickly and with understanding. We wish you the best in your new home and thank you again for your feedback.

Response from First class moversOct 24, 2024

We are sorry to hear that you were dissatisfied with your recent move, but we strongly disagree with several aspects of your review and would like to clarify the situation. Insurance Coverage: We recommended Full Value Protection insurance, which would have covered the replacement cost of any damaged or missing items. However, you declined this option and chose Basic Valuation Coverage instead, which is why your claim resulted in a settlement of $100. This was fully explained to you before the move. The compensation reflects the level of coverage you selected and extent of the damage. We recognize that damage does happen on occasion but to say that half of your items were damaged is a gross exaggeration. Price Adjustment: The price increase you mentioned was not arbitrary. It occurred because your inventory expanded significantly on moving day, with an additional 730 cubic feet of items added to the load. The original estimate was based on the inventory you provided, and as is standard practice, adjustments were made when the actual volume turned out to be far greater than anticipated. The revised cost reflected the extra space and resources needed to complete your move. Please keep in mind that you approved and signed off on the Bill of Lading including all charges prior to loading the truck. Delivery Timeline: Contrary to your claim, your delivery was not late or delayed. It was completed within the agreed-upon timeframe that was provided to you both before and after pickup. We understand the stress of a long-distance move, but we fulfilled our obligations as scheduled. Professionalism: We take feedback about our crew seriously and have passed your concerns to our operations team for further review. That said, we maintain high standards of professionalism, and any deviation from those standards will be addressed internally to prevent future issues. To prevent these issues next time you move, we kindly recommend taking the time to read and understand your contract.