University Moving and Storage Co., Inc.

I had a bad experience with University Moving & Storage (UMS) during an intrastate move from west Michigan to northern Michigan in August 2018. The issues relate to furniture and condo damages caused by a poor move-in crew for which UMS refuses to compensate me. I hired UMS for $4,356.59, which included a $715 fee for “extra care protection” to cover damages at replacement cost up to $65,000 with $0 deductible. I specifically asked for and was promised experienced, professional movers at both ends of the move. Although the move-out crew in west Michigan was excellent, the move-in crew in north Michigan was neither professional nor experienced. • Wardrobe boxes were placed upside down. • Crew members slid boxes off their backs, causing them to land **** ** their corners. • Heavy book boxes were placed on large, light weight boxes. • The crew didn’t know how to maneuver pieces around 90 degree turns, ramming multiple pieces of furniture against oncoming walls and/or corners. • No care was taken to set furniture down carefully on the driveway or inside the condo. • One broken piece of my entertainment center was wrapped in a moving blanket and left between two stacks of boxes. • Throughout the move-in, crew members yelled and swore at each other. • One crew member refused to take breaks and wanted to quit before the job was finished. • Another crew member staggered under the weight of furniture and boxes. • My condo was left with marks and gouges on walls, trim and ceilings. • My freshly cleaned carpeting was soiled. I relayed my dissatisfaction to the driver during the Saturday move-in and to my moving coordinator on Monday, the first business day after move–in. I submitted a written claim for all damages within the allotted timeline. UMS reimbursed me for only the cleaning of 2 soiled upholstered pieces ($195) and a computer desk ($279.99) that was so badly damaged that the driver took it with him to dispose of. UMS refuses to cover any other furniture damage. In addition, UMS refuses to cover ANY damage to walls, trim and carpet. The reason given for denial was that damages “were not noted on the inventories at the time of delivery”. BTW, the two soiled upholstered pieces were NOT listed on the inventory sheets. Later, UMS said that a damage report indicated “pre-existing damage to many of the pieces.” I was not permitted to see that report. I completely refute that any of the damage claimed was pre-existing. I reported my experience to Commercial Vehicle Enforcement Division (CVED) Regulatory & Credentialing Section of the Michigan State Police that oversees intrastate moves. January 2019, CVED said, “UMS was reminded that the Motor Carrier Act 254, PA 178 of 2015 allows 3 months for a shipper to make a claim. We requested that the claim be reviewed according to the regulations of the Motor Carrier Act.” It is now mid-April 2019 and UMS has not responded to that request despite CVED’s follow-up emails and phone calls. I have now filed a complaint with the Better Business Bureau and the Attorney General. I interacted responsibly and patiently with UMS over the past 9 months. I communicated with UMS in a timely and professional manner. I did my best to follow procedures. I submitted my claim well within UMS’s deadline. I asked questions. I kept things moving forward by periodically checking in with UMS. I allowed ample time for UMS to respond before submitting complaints and reviews to public forums. I am seeking the following: (1) replacement cost of the broken Ethan Allen entertainment center piece, (2) the cost to repair scratches and marks on furniture, (3) financial consideration for devaluation of damaged furniture with deep gouges, dents and scratches beyond inconspicuous repair, (4) the cost to repair of condo wall and trim damages, (5) the cost to clean carpeting, and (6) reimbursement of the $150 cost to have another company bring my treadmill inside.