Triangle Moving Service Inc.

"We appreciate you taking the time to send this review and we are pleased that you were happy with the service we provided. We hope you will tell your friends and keep us in mind for any future moving needs."

"Thanks for taking the time to send in this review. We enjoyed working with you on your project!"

"We did provide service for this customer last year. I did receive a complaint from her shortly after her move similar to what she posted here. I did tell her when she called that we would send her a claim form, which we did do. She did tell me that she had called police to investigate.Beyond that, we have not heard anything else from her in almost a year. What she has described here sounds to me like an organized, planned robbery in which all present were accomplices. This is completely incongruent with our operation. The members of her crew all have been back round checked with no issues, two of the three have been with the company in excess of five years with no prior or subsequent issues. The third had been with us a few months with no issues. It does not seem possible that one crew member could pull off this robbery without the others participating. If ever there is a missing article on a move our company policy is to advise our customers to call the police and that we will cooperate fully with the investigator. Our company was never contacted by the police, so they must have not consider there to be any reasonable evidence against our crew members. Apparently the customer wrapped some of the furniture in plastic wrap, but the plastic that they used, as I can see from the photos, is Saran wrap intended to be used for protecting food items, not industrial plastic intended for protecting furniture and of course it failed and fell off the furniture during the moving process. It could not withstand the pressure from heavy furniture being moved. The customer themselves removed the doors from the fridge before the movers arrived and these damages may have resulted from that operation. None of the staff recall placing them on the cement floor of the garage. The third floor room where the sectional sofa was placed was not large enough to assemble it and it was not assembled when they picked it up. The customer never filled out the claim form as directed. We do not have frequent damage, but occasionally there may be something needing repair. When that is the case, there is a procedure to follow. All moving companies follow the same basic procedure as directed by the North Carolina Utilities Commission Household Goods Maximum Rate Tariff # 1. The company sends out a claim form. The customer fills it out and returns it. The company reviews it and determines how to handle it. The moving company then has a right to inspect the alleged damage. Sometimes we inspect ourselves, but often we send a paid vendor to inspect and report back to us. Then we follow procedures to resolve the claim. In this case the claim form was not returned; therefore we could not process the claim or make an inspection. I am sorry that this customer is not happy, but with absolutely no cooperation after the move there is little we can do."

"First of all, this review was entered before I had an opportunity to speak with the client. For this reason some of the conclusions he has drawn are faulty and the facts incorrect. Let's start this at the beginning. This is a couple that we have moved in the past and they had good experience with us, therefore they asked us for another move. At the time of booking, the wife asked the customer service rep if he could tell her how much the move would cost. He responded that he could, but he would have to pull her paperwork from the previous move to get a ball park figure. She responded, "Never mind, if you can't tell me off the top of your head just never mind". So he went ahead and booked the job without an estimate. When we book a job we send out a confirmation. Our confirmations give a price for the first 3 hours of labor and a rate for additional hours. This is the price we provided for them but it was not an estimate. It was the same as on the confirmation we sent to them the first time we moved them. According to our staff the move went fine with no real problems. In a day or two the wife called and was aggressively complaining about the whole operation. She said that the movers were complaining and they were slow and inefficient. She also said that there was a mark on the carpet on the stairs which she believed to be grease from a dolly, and what were we going to do about it. When we complete a job the crew leader has the client make a walk through and inspect for any damages and none were noted. At that point it was not a closed book, but we do not know where the mark came from. It may have been something on the wheel of a dolly, but it was not grease. We do not put grease on the dollies. It also may have come from a footprint. It may have occurred after we left. Whatever the case, she was making a big issue out of it and was being very combative with the customer sales rep. The customer service rep summarized the statement to give to the owner, she kept saying "that is not what I am saying" and then would repeat the same thing again. She closed the call but then then later called back and apologized for her hostile attitude and told the service rep that they had actually done a great job. I had tried to reach the husband before the review was entered but received a recorded message saying that the mailbox was full. I finally spoke with him after hours the next day. He presented his issues and I explained that we did not provide an estimate. I explained that we do not put grease on our dollies, so the mark must have been something else. He said it was really not that big a deal and that he could clean it up himself. He said his main issue we that our customer service rep had accused his wife of complaining about the move in order to get a free carpet cleaning. Our staff member told me he did not say that, but that he was only trying to summarize what the wife was saying in order to pass the information to me"

"We thank you for taking the time to provide this review! Feedback is always relevant."

"Thank you for your review. We appreciate your feedback!"

"Thank you for your positive review. We appreciate your business and look forward to working with you again in the future."

"Many customers do not take the time to try to understand how valuation works in the moving industry and choose not to purchase additional coverage even though we explain it to them multiple times. Then when something is damaged they think the moving company should be 100% responsible even though they opted not to take any extra coverage. All moving companies in North Carolina are required to offer the same coverage to their clients. You may opt to take Basic Value Protection which is $.60 per pound per article. There is no additional charge for this, but it a nominal amount of coverage. There is one additional option which is Full Value Protection. This coverage is pricey but affords the client full protection. If there is damage the moving company is liable to repair, replace, or make a cash settlement for the damaged article. In other words, the client may save money by taking basic value protection and assuming the risk themselves on any damages. When we book a job, we explain valuation by phone at the time of booking. We also send a confirmation by email which has a link to the brochure put out by the Public Utilities Commission entitled "Moving 101" which has a section detailing valuation. On move day, the crew leader also provides the customer with a hard copy of this brochure and explains valuation again to the customer. In this case the client opted for coverage of $.60 per pound. The article the customer is claiming is a TV which she indicated weighs 55 lbs. If this were a valid claim the claim value would be 55 lbs. X $.60 or $33.00. However, in this particular case, the client had family members move the items out of the storage unit and then subsequently filed a claim. We are not able to cover items that are no longer in our care custody or control, and on that basis we denied a payout on this claim. This is especially pertinent because the claim was filed after the client removed the contents from the storage bin. By a long margin any of the negative reviews we receive on social media come from clients who disagree with valuation rules. We did not make the rules, but we do adhere to them. I do not know of any moving company that would honor this claim and pay out $700.00 as requested."