Bronze Star Moving & Storage Inc.

Thank you for your feedback an we are excited you had a great experience! We pride ourselves on providing high quality, reliable service. Thank you!

Hello, it was a pleasure working with you! Moving is a highly delicate and stressful process, and we greatly appreciate your feedback. Please tell your wife she was a delight to work with; the movers really appreciated her complimentary lunch. Until next time!

Hello Mr. Miller,

During your updated inventory you signed stating you were fully aware that if you did exceed the 1275 Cubic ft you would be required to pay for the additional space. Your driver decided to move the shipment with your added pieces. Everything stated here in your estimate and all provided paperwork provided shows you were never charged more. Please send me the bill of lading showing you were charged more because I have found no such thing whatsoever.

Regarding the issue with the initial confusion about poundage versus cubic feet, we apologize for any misunderstanding you may have had. Your estimate was always signed off for cubic ft in the top left-hand corner it says's "Price Per CF $4.00 per cubic ft. which may have occurred during the estimation process. While there was a discrepancy in the allocated space, our driver decided to move your shipment with the additional pieces at the same price as agreed upon in the estimate. We have not found any evidence in the bill of lading or other documentation indicating that you were charged an additional $1,000.

If you may please send the Bill to me showing any increases in pricing.

Thank you for choosing our services, and we hope to have the opportunity to serve you better in the future.

Bronze Star Moving and Storage

Below is your Estimate From Bronze Star:

Customer

Moving From Moving To

South Burlington, VT 05403

North Port, FL 34288

I spoke with the CX regarding the cubic feet he reserved. The CX stated that he does not know the size of the storage unit where we are picking up, but he does know that 1275cf is the accurate amount of truck space needed for this move. The CX stated that the movers holding his belongings informed him that he would only need 1275cf of truck space. The client states that he does not need any more truck space.

Customer Payment $1100.00

Hello Sasha,

Thank you for sharing your feedback regarding your move with Bronze Star. I apologize for any inconvenience or confusion you experienced during the process. I would like to address your concerns and provide some information regarding our company policies.

Due to PCI (Payment Card Industry) and compliance regulations, once you book with the original sales representative, your file automatically locks to protect your sensitive information. This is done to ensure that your data is secure and not accessible to unauthorized individuals. While this may have limited direct communication with the main people who initially requested your payment, our customer service team is always available to address any questions or concerns you may have had. They have been responsive and provided assistance whenever needed. I apologize if there was any miscommunication or delay in response from the main team.

Regarding your payment, your chosen method of payment is listed on the estimate along with your pickup information and instructions on who to make the payment to. It is important to note that the majority of carriers in the industry require certified funds upon delivery to mitigate the risk of "Friendly Fraud," which has been on the rise in recent years.

Payment Forms Accepted

Please make your payment out to Encore Moving & Storage LLC NOT Bronze Star Moving and Storage. Your remaining balance of $4,204.24 will be split 50/50. $2,102.12 at each location.

CREDIT/DEBIT, CASHIERS CHECK, PERSONAL CHECK, PMO

In reviewing your file, I see that you were contacted by Bronze Star Moving and Storage, and you provided feedback to our customer service team indicating your satisfaction with the service provided. The record shows that on April 27, 2023, at 09:28:38 AM, paperwork was uploaded into our database. Additionally, on April 25, 2023, at 02:20:50 PM, Morgan sent an email requesting a review, and you responded that the overall move was good, despite a few hiccups that were resolved.

I apologize if our communication did not meet your expectations, and I understand that you would have preferred a smoother experience. We appreciate your feedback, and we will take it into consideration to improve our services moving forward. If there is anything else we can do to assist you or address any remaining concerns, please do not hesitate to reach out to our customer service team. This really saddens me to learn that you would not recommend us in the future. Please let us know if we can correct this in any way that is why I have customer service touch based with all clients t ensure they were satisfied.

163594248 6354423 04/25/2023 02:20:50 pm MORGAN sent a review email and said the encore was great. had a couple of hiccups with us but we worked them out and the overall move was good 24.131.255.32 Rep Remarks Delete

Best regards

Bronze Star Moving and Storage

Dear Katherine,

Thank you for your reply. I understand your concern and would be happy to review the original list of items to compare it with the updated one. It is true that there was an increase in the number of items, and you did sign and pay for the additional reservation to upgrade to a bigger truck. The original estimate of 82 pieces rose significantly to 147 items, which contributed to the adjustment in pricing.

We do allow clients to add boxes and extra small items, but in your case, the increase went beyond the original estimated space of 598 cubic feet to 915 cubic feet after your quality assurance call. Additionally, when the movers arrived, they discovered even more pieces, exceeding the second update provided by Frank. I want to emphasize that we can only provide binding pricing for the services ordered and the total number of items. By comparing both estimates, it becomes evident why there was an increase in cost.

At the time of loading, there was another increase, which further highlights the importance of notifying us about any changes. We encourage all our clients to inform us promptly about any additions during the loading process. If the additional items or services were not included or if nothing was added beyond what was already listed in your Bronze Star Estimate, you could have chosen to keep the original arrangement and pay the same rate.

I want to remind you that you signed a Bill of Lading prior to the arrival of the movers. This document detailed all additional service fees and prices for adding other items or services. After you added the items during the quality assurance call, we updated your estimate, adjusted the list and space, and sent the same copy to your driver, who also signed off on it. By law, your driver was required to revise the estimate again on the day of loading to accommodate the additional items.

I want to assure you that you were not forced to pay more, nor were you obligated to add those items. You had the option to retain the original arrangement and pay the same rate. As a moving company, we are bound by the guidelines of the US Department of Transportation. If you had contacted us when this issue first arose, we could have ensured that the charges were accurate, or you could have chosen to leave out the items that were not included in the updated estimates. By law, we cannot allow your driver to load non-listed items on the truck, as they must provide a description of all items being transported. These rules are set by the US Department of Transportation, and any revisions or edits to these regulations would need to be addressed through the appropriate channels.

I sincerely apologize for any inconvenience this may have caused you. We strive to provide transparent and accurate services to our customers. Please rest assured that any charges incurred had to be paid upon delivery. I will send you the rules and regulations below for your reference.

Thank you for your understanding, and if you have any further questions or concerns, please don't hesitate to reach out.

Bronze Star Moving

https://www.fmcsa.dot.gov/sites/fmcsa.dot.gov/files/RightsandResponsibilitiesBooklet_2022Update.pdf

Bill of Lading

shipment is delivered, all charges are paid, and all claims, if any, are settled.

The bill of lading serves to identify the mover and specifies when the transportation is to be performed. Be sure that the portions of the bill of lading that note the dates when pickup and delivery are to be performed are completed and that you agree with the dates on the bill of lading. It also specifies the terms and conditions for payment of the total charges and the maximum amount required to be paid at the time of delivery for shipments moving under a binding estimate. In the case of shipments moving under non-binding estimates, the bill of lading will not include a final calculation of charges because that cannot be determined until the shipment is weighed. However, the bill of lading must contain all relevant shipment information – except the shipment weight which will be determined after the shipment has been weighed, and any unforeseen charges that occur in transit or at the destination.

Original Estimate List and original price:

Customer Payment $1347.34

1 WHEELBARROW