Complaints

This profile includes complaints for Encore Moving & Storage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Encore Moving & Storage, LLC

  204 Berg St Algonquin, IL 60102-3538

  
• 

  Encore Moving & Storage, LLC

  202 Berg St Algonquin, IL 60102-3538

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Encore Moving and Storage LLC was hired to move my belongings from *******, ** to *************, **. The laws of San Francisco and the *** rules are very strict and require careful planning beforehand. This includes having to reserve and arrange a specific date for move-in at least five days beforehand. I have tried to communicate this information to Encore for weeks, however, nobody has addressed a single aspect of my concerns. All I have been told is that the driver will contact me "when they are ***** hours away". This does not work for anyone, as they will not be allowed to deliver the items without pre-arrangement. The only resolution they have provided is that a driver named "*****" will contact me. I have received no contact from ***** and Encore will not provide me his direct contact information. The items were supposedly loaded in ******* on May 21, 2024. I have received no communication form them since May 22, 2024. I have received no communication from *****.

  

  Business Response

  Date: 05/30/2024

  Encore Moving & Storage LLC. 
  5-20-2024
  Better Business Bureau, *******
  Re: Response to Complaint Filed by ********, Complaint ID: [********]
  
  To whom this may concern,
  
  We are writing in response to the complaint filed by ******** on 5-3-2024. We value our customers and strive to provide the best possible service. We have thoroughly reviewed the complaint and would like to provide the following information to clarify the situation.
  1. Delivery Scheduling: We understand the importance of timely deliveries and do our best to accommodate our customers' schedules. However, as ********** **** was informed, our delivery schedule involves coordinating multiple deliveries across the country. As a result, we are unable to guarantee a specific delivery date. This policy was communicated to **************** during the booking process and is also outlined in the terms and conditions of the service agreement.
  2. Initial Pickup and Storage Request: When we initially picked up the customer's items, he requested that they be put into storage because he did not yet have a delivery address. Once ************ provided us with the delivery address, we transparently advised him of how the delivery process works and scheduled the delivery accordingly.
  3. Communication and Confirmation: We have been in regular communication with Mr. **** regarding the delivery schedule, both directly and via the broker & driver through whom Mr. **** booked the services. Our team confirmed the delivery date as per the established timeline. We regret any inconvenience caused by the inability to wait for extended periods for the customer to be ready for delivery, but this is necessary to ensure efficient logistics for all our clients.
  4. Transparency and Documentation: We have exchanged several emails with Mr. ****, being entirely transparent about our delivery process and scheduling constraints. Copies of these emails are attached to this response. Additionally, we have attached the signed contract, which clearly outlines the terms of service, including the fact that unpacking boxes was not included in the service. We ensure that all customers are aware of the services included and excluded in their agreement to prevent any misunderstandings.
  5. Contractual Obligations: As mentioned, ************ booked our services through a broker, and the terms of service were agreed upon at that time. According to the contractual agreement, unpacking boxes was not included in the service. We ensure that all customers are aware of the services included and excluded in their agreement to prevent any misunderstandings.
  6. Resolution Offered: To resolve this matter amicably, we have offered (waiting 2 days taking a loss in revenue) and alternative delivery options within our logistical constraints. We remain committed to ensuring customer satisfaction and are open to discussing any feasible solutions that align with our service policies. Waiting 5 days for the customer's apartment to be ready was not an option. 
  In conclusion, we believe we have adhered to the terms of the service agreement and have taken all necessary steps to communicate effectively with ********** ****. We hope this response clarifies our position and helps resolve the complaint satisfactorily.
  Please find attached the relevant email correspondence and the signed contract for your reference.
  Thank you for your attention to this matter.
  
  We would like to add that, we will now be delivering tomorrow as ************ has informed us that we are allowed to. We will submit necessary documents for the building as requested by ************ as well as be able to bring the items into the apartment. Thank you. 
  
  Sincerely,
  ******************
  President 
  ************
  **Please see attached** 
  Email attached: between Encore & *************** (Q/A)
  Screen shots: Texts between *************** & the driver -System would not allow me to attach all that we have i.e. recorded conversations between Mr. **** & Driver and messages etc. 

• Initial Complaint

  Date:05/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number EX6452040 delivered on May 16th, 2024.Chronology and Description: 1. Prior to signing, I was verbally assured by representatives of Encore Moving & Storage on four separate occasions that my move would be direct and no shuttle service would be required. Relying on these assurances, I signed the contract. 2. While the contract did contain a clause that a shuttle service might be necessary, these concerns were explicitly dismissed by the company's representatives. As a non-legal expert, I trusted the verbal assurances provided by the knowledgeable staff over the ambiguous written terms. 3. Encore Moving & Storage reneged on their previous assurances and demanded an additional $350 for a shuttle service. I was forced to choose between paying this unexpected fee or collecting my belongings from a location 20 minutes away from the agreed destination. 4. I used a local company's trailer and incurred losses from my work stream due to the additional time and resources spent retrieving my items. This caused inconvenience and financial loss. 5. I have paid $740 of the initially agreed-upon $787.47, withholding the additional shuttle fee that was unfairly imposed. Encore Moving & Storage has made no effort to address the problem.I am seeking a formal acknowledgment of the deceptive practices by Encore Moving & Storage and a refund of the $740, given the significant discrepancies between their promises and delivery. I expect assurance that such practices will be corrected to prevent future occurrences.The lack of transparency and unwillingness to adhere to verbal agreements mar the business ethics of Encore Moving & Storage. Their failure to attempt any form of resolution demonstrates a disregard for customer satisfaction and fair business practices.Conclusion:This complaint is lodged in the hope that the BBB will assist in mediating this dispute and encourage Encore Moving & Storage to uphold higher standards of customer service.

  

  Business Response

  Date: 06/12/2024

  To whom this may concern,

   

  Here are the facts:

   

  Dear BBB,

  We have received the complaint from ***************************** and appreciate the opportunity to address their concerns. We take all customer feedback seriously and strive to resolve issues in a fair and professional manner. However, the BBB system would not allow us as they claim our file is too large etc.

  Facts of the Case:

  1. Necessity of the Shuttle Service: The delivery location provided by the customer has an 8% grade and an unpaved road. Using our tractor/trailer would have posed significant safety risks and potential damage to both the property and our equipment. Therefore, a shuttle service was required to complete the delivery safely. The customer was informed of this requirement and the associated costs in advance.
  2. Customer's Refusal and Behavior: The customer chose not to pay for the necessary shuttle service. During the delivery attempt, the customer verbally berated our staff and behaved aggressively, which is documented by our employees.
  3. Harassment and False Reviews: Following the incident, the customer has posted multiple negative reviews using different accounts. Additionally, the customer's family members have been harassing us by soliciting payments for services that were never rendered to our business. This behavior constitutes a personal attack and is not reflective of the actual events.

  Evidence:

  • Attached are photographs of the delivery location and the road conditions.
  • Included are copies of the communication with the customer regarding the shuttle service requirement.
  • Attached are screenshots/copies of Delivery Confirmation and of the false reviews and unsolicited payment requests from the customer's family members.

  We are committed to providing safe and reliable service to all our customers. The safety of our employees and the protection of property are paramount, which is why we required a shuttle service in this instance.

  We respectfully request that the BBB review the attached evidence and consider our position regarding this complaint. We are eager to resolve this matter and restore our standing with the BBB.

  Thank you for your attention to this issue.

  Sincerely,

  ******************

  President

  Encore Moving & Storage LLC.

  ************      

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21728140
  
  I am rejecting this response because:

  Dear Sir/*****,
  I am writing in response to the statement provided by Encore Moving & Storage concerning my complaint. While I appreciate their attempt to clarify the situation, I must address several inaccuracies and misleading statements made in their response that misrepresent both the facts and the nature of my complaints.
  1. Necessity of the Shuttle Service:
  Encore Moving & Storage claims that the necessity of the shuttle service was due to safety concerns related to the 8% grade and unpaved road of the delivery location. However, this information was never communicated to me before the contract signing or at any point until the delivery day. In fact, the verbal assurances were made even with their knowledge and acknowledgement of the destination location before delivery. The sudden imposition of the shuttle service fee and the reasons provided were only mentioned after I had already agreed to the terms based on repeated verbal assurances that no such service or additional fee would be necessary. Furthermore, the documentation provided post-factum does not align with the verbal assurances that influenced my decision to sign the contract.
  2. Customer's Refusal and Behavior:
  The claim that I berated their employees and behaved aggressively is categorically false. My refusal to pay the additional fee was based on the principles of the initial agreement and the assurances given by their representatives. Any frustration expressed was directed at the unexpected and unjust fee imposition, not at any individual personally. I maintain that my interactions remained within the bounds of civil discourse, and I refute any characterization of my behavior as aggressive.
  3. Harassment and False Reviews:
  The accusation that my family members and I have engaged in harassment or solicited payments for undelivered services is not only false but also defamatory. My reviews have been honest accounts of my experiences, aimed at informing potential customers of the practices I encountered. They are based solely on factual events and the direct impact of the company's actions on my financial and personal well-being. Any reviews posted reflect my experience and are not part of any coordinated campaign.
  Evidence:
  I respectfully request that the BBB review the evidence provided by both parties critically. I contend that the evidence will demonstrate that my original complaint was made in good faith and based on substantive issues resulting from Encores practices.
  Conclusion:
  It is disappointing that Encore Moving & Storage has chosen to deflect responsibility and misrepresent the interactions instead of addressing the core issues outlined in my complaint. Their response attempts to justify their failure to communicate critical information and their reliance on deceptive practices.
  I seek a resolution that acknowledges these issues and compensates for the inconveniences and costs imposed by Encore Moving & Storages failure to fulfill their contractual obligations as originally agreed.
  Thank you for your attention to this matter. I trust that the Better Business Bureau will find my responses and the evidence supportive of my claims and take appropriate action to resolve this dispute.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/18/2024

  I am writing on behalf of Encore Moving & Storage in response to the complaint filed by *****************************, regarding shuttle complaint ( I spoke to him personally on this day as well). We take all customer feedback seriously and strive to address concerns in a timely and professional manner.
  After carefully reviewing the complaint, we believe that the statements made by the customer are not only inaccurate but also libelous. Specifically, the complaint alleges "Misleading". These assertions are factually incorrect and have the potential to unjustly harm our reputation.
  To clarify the situation, here are the facts:
  
  Road Access and Safety Concerns: At the time of delivery, our team informed the customer, that a shuttle service would be necessary due to the 8% grade of the unpaved road leading to his property. For safety reasons, we could not proceed with the tractor and trailer on this road. This information was clearly communicated, and **************** signed a legally binding contractual agreement acknowledging this requirement upon pick-up (See Attached Long ************************************ of ******* Prior to delivery, because **************** assured us in writing and verbally that we would have access to the property without incident. Despite this assurance, the actual conditions at the site made it unsafe for our equipment to proceed without a shuttle service.
  Customer Interaction: During this interaction, **************** berated our employee and made an unprofessional and threatening ****** both in person (over the phone having a conversation with a 3rd party and myself on a recorded line, stating that he would be sure to "take money from my pocket." Despite this confrontational behavior and intent to provoke a negative response, our team maintained professionalism and provided a $50 discount to please the customer and mitigate the situation. The customer accepted this discount. He also advised us that his brother has a trailer and he will bring the few items down. This was a smaller move.
  
  Efforts to Resolve the Issue: We made every effort to accommodate the customer and ensure a safe and satisfactory delivery. The discount and the clear communication regarding the necessity of a shuttle service demonstrate our commitment to customer service and safety.
  In addition to the inaccuracies in the complaint, we believe it is important to highlight the unprofessional manner in which our team was treated by this customer. Despite the challenging interaction, our team remained professional and did their utmost to resolve the situation amicably.
  We understand the importance of maintaining the integrity of consumer protection processes and trust that this detailed response provides a clear picture of the situation. We respectfully request that this complaint be reviewed with consideration of the factual evidence provided, and that the libelous statements be addressed appropriately. We would also like to add that; this customer is now having his family members invoice our business for services never rendered to us. We feel that we are being harassed and respectfully ask that no more time be wasted on this. Any further claims will (respectfully) be denied. 
  We are committed to providing excellent service and are open to any further inquiries you may have regarding this matter. Please feel free to contact me directly at ************ or ******************************** if additional information is required.
  Thank you for your attention to this matter.
  
  **NOTE: In the previous response are screen shots of the system generated email that (in addition to the Brokers docs, Encore docs and verbal information) advised the customer that this is always a possibility on delivery and PRIOR to delivery.**We try to remain as transparent as possible. This move had no issues other than the consumer declining the shuttle, which is why the customer signed the contract that he would be declining this service. This would not warrant a refund of the services rendered nor did they pay for a shuttle.**
  

  NOTE TO BBB: I would also like to add that I would like the BBB to receive the documents, photo evidence etc. via email as your system stated that the "entity is too large" 
  
  Sincerely,
  ************ 
  Co-Owner
  Encore Moving & Storage

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21728140
  
  Dear Sir/*****,
  I write in response to the recent rebuttal submitted by Encore Moving & Storage regarding my initial complaint. The company's assertions are not only misleading but also contain several inaccuracies and unfounded accusations intended to discredit my legitimate grievances and character.

  
  1. Mischaracterization of Road Conditions and Contractual Obligations:
  Encores claim that the road leading to my property is unpaved and has an un-traversable 8% grade that necessitates a shuttle service is factually incorrect. The road is fully paved and is regularly traversed by large vehicles, including big-rig trucks, without the need for additional shuttle services. This information was well known to Encore at the time of their verbal assurances and was a condition understood prior to the formation of our agreement.
  Their assertion that I signed a legally binding document upon pick-up acknowledging the necessity of a shuttle service due to these conditions is misleading. The form mentioned does not stipulate that the shuttle service would definitively be required but rather that it could be a possibility under certain conditions. The necessity of this service was contrary to the verbal assurances provided by Encore's representatives, which explicitly stated that such a service would not be needed.

  
  2. Unprofessional and Threatening Remarks:
  The portrayal of my interactions with Encores staff as unprofessional and threatening is not only unfounded but defamatory. My remarks have been taken out of context and misrepresented. My expressed frustration over being misled about service fees was a natural response to the breach of trust and contractual obligations by Encore, not an intent to harm financially or otherwise. I have always maintained a professional demeanor and have not engaged in any behavior that could reasonably be construed as harassment or provocation.

  
  3. Claims of Harassment and Libel:
  Encore's allegations that my family members and I have invoiced their business for services never rendered and that my actions constitute harassment are without basis and defamatory. These accusations are a clear attempt to divert attention from the core issue: Encores failure to honor their contractual and verbal commitments. This accusation is not only untrue but also overlooks the context in which these invoices were issued, which is directly related to the services necessitated by Encore's failure to fulfill their agreed-upon obligations.
  The invoice from my brother's business was a direct result of having to utilize his trailerwhich is indeed part of his operational business assetsto retrieve my belongings from a location imposed by the unexpected and unjust additional fees demanded by Encore. The use of his trailer, therefore, took time, resources, and potential revenue away from his business. This action was not taken lightly but was necessitated by Encore's inability to deliver services as per the verbal and contractual agreement, thereby causing financial impact not just to me but also to my brother's business. Encores portrayal of this transaction as illegitimate or harassing in nature is deeply troubling and indicative of their approach towards handling valid customer grievances. This misrepresentation is part of a broader pattern of behavior intended to discredit and malign those who seek redress for Encores failings.
  Labeling my legitimate complaint as libelous is not only incorrect but indicative of Encores intent to undermine my credibility and sidestep their accountability. Libel involves making false statements that are damaging to a person's reputation; my complaint, conversely, is an accurate recount of my experiences and the consequential impact of Encores business practices.

  
  4. Discount and Resolution Efforts:
  While Encore mentions a $50 discount offered during our interactions, this gesture was neither initiated by them nor does it compensate for the broader implications of their failure to provide services as agreed upon. The discount was not an acknowledgment of fault on their part, nor did it align with the additional costs and inconveniences imposed on me due to their misleading practices. It was a plea from the driver (who was caught in the middle of this dispute) to personally eat the cost of the discount at $50 so that he wouldn't be late for his next delivery. In no way was Encore responsible for the $50 discount and only again highlights the broader pattern of deceptive behavior that they consistently display.
  

  
  Conclusion:
  Encores response attempts to obfuscate the truth of the situation through misrepresentation and defamation. My intentions in filing this complaint are to seek justice for the wrongs I have endured and to prevent similar experiences for other consumers. This is not about personal gain but about accountability and ethical business conduct.
  I trust that the Better Business Bureau will see through the inaccuracies presented by Encore Moving & Storage and recognize the validity of my concerns. I remain open to a constructive resolution, but when their only goal is to deny that I have even one shred of truth in my testimony, I doubt that one will be reached in relation with the business. For that reason, I can only hope that my honest reviews and recounts stay posted for the public to see. They have already openly denied willingness to work further, let alone even issue an apology.
  Thank you for your continued attention to this matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Encore Moving and Storage did not offer me the option of Full Replacement Value Protection and only gave me the option to waive for a smaller protection. There were an extraordinary amount of items that were damaged from the move that are almost $1000 in value. This type of business practice lacks incredible moral and ethical practice. I would like to be reimbursed for the broken items.

  

  Business Response

  Date: 02/07/2023

  Greetings,
  
  
  First and foremost, we would like to thank you for the feedback and for letting us know that we have opportunities to address. We are also sorry for any trouble we have caused. We offer that section on the day of the move but usually offer movinginsurance.com to our customers as a more affordable option as we know that things can happen during a long-distance move. We received both the ****** review as well as the complaint here with the BBB. I have not however, been given a phone call or any messages regarding any formal complaints regarding any broken items. We also checked with our claims department (CSI), and they have not even begun to process the claim as of yet as they are waiting on documents from customer service here at ********************. While we understand that things can happen, we encourage our customers to be transparent and kind when dealing with any sort of issue. We demand the same of our staff. I would like the opportunity to listen to all of the recordings as well as do my research and see what we can offer. Full *************** is generally, very expensive. We may still be able to perhaps offer that to you and then have the claims re-submitted if that were what you would like. You're not able to insure specific items with full value or moving insurance but rather, must be the entire move. I will look into the options. If you're asking NOT to pay for the full value, then we can explore other options but, I have just not been given the opportunity. To say that we ae without "ethics" or otherwise just simply isn't the case. We would simply appreciate the opportunity to address the matter. We will also provide a copy of the Bill of Lading where you signed off on FVP. We do not want there to be any confusion. Our ******* also took notes on what may have been considered "damages" upon pick up and prior to our loading. Please see attached paperwork. I have sent over the paperwork to CSI as well. 
  
  On a side note- We (the owners) were raised with integrity and good morals. Attacking us personally only distracts from addressing the matter professionally. We would ask that you refrain from the personal and libelous attacks. We pride ourselves in hiring and keeping likeminded co-workers. Thank you. 
  
  Please let me know how you would like to proceed. 

   

  *** NOTE TO BBB*** WE WERE UNABLE TO ATTACH DOCUMENTS DUE TO FILE BEING TOO LARGE. PLEASE TELL US HOW TO PROCEED. THANK YOU!**
  Best, 
  
  ****************** 
  Owner/Managing Member

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19334194
  
  I am rejecting this response because:

  Hi there,

  I did start directly with Encore and reached out to the contact I had worked with throughout the move (emailed on December 11th) and asked about the process and mentioned there were so many broken items. She directed me to look at the back of my paperwork to find a website for a claim. As I was going through this process I realized that I hadn't been given other options to cover my items and instead what I was locked in for was .60 cents times the weight of the item. I understand no one wants to be described as not having morals or ethics but you can imagine as a customer when you are paying extremely large amounts of money to find out that that wouldn't cover damage? It feels as though this contract was set up in a way that creates a loophole for Encore to not be responsible for anything they're moving and quickly rush you through the signing process. Essentially, we're going to move all your items but we can break as much as we want and you're going to get pennies for it or nothing at all. There were legs broken off of chairs (legit snapped in half and I don't even know what kind of force was going on to make that happen), floor lamps cracked in half, table lamps completely broken, and the list goes on. I also had a large decorative hanging piece that had been passed down from my Grandmother that was broken and I can't replace and will never get back.

  There were continued issues throughout every step of this move and I just don't want anyone else to have to experience this. Moving is hard enough and you put an incredible amount of trust in a moving company during a stressful event, you just don't need that to be amplified. This has been months of frustration, tears, and incredible unaccounted sums of money that didn't align to my discussions with the Encore representative. 

  I would just like to be reimbursed for the items. If you're saying that the Encore representative that I reached out to about the broken items should have directed me to you instead of the claim website then I'm happy to talk to you. It's just felt like throughout this process when hurdles arise that a moving company would typically take care of, I'm on my own to figure them out which was deflating and why I pursued other avenues. 

  Let me know your thoughts. Thank you.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/05/2023

  Hello,

   

  I believe that I may be having trouble as I responded to this in more than one place.I am attempting again and will reach out to the BBB on Monday. We received information from CSI which is our claims arbitrator however, the customer did not feel out the required documentation or the online claim. We are more than happy to comply with whatever the customer chose upon pick up. Perhaps we can see about adding the "Full Value Protection" (as this was not paid for) and we can re process the claim after the customer reviews the terms in which this provides. We also can re-look at the claim. This is what we can do as CSI is denying any amount due to the claim not being filled out properly? I must ask that this is done before we can offer or do anything as per the contract. We are open to helping in any way we can though. I hope this helps. I will reach out to the BBB as soon as I can tomorrow as, I am not sure why my initial response isn't noted? Thank you. 

   

   

  ****************** 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19334194
  
  Hi *******,

  I had called *** and asked them what needed to be filled out as there was a note that mentioned filling out the wrong type of claim could have it rejected. Apparently the one I was walked through by a representative was incorrect and **** (person assigned to the claim) told me they can't do anything. Do you need to reopen it on your end? I'm not sure what the next step would be if it has to go through ***.

  I also didn't understand your response back that said it was on me to report anything in the moment that was broken. I am unsure how this is possible as it would take weeks to unpack boxes and of the items that were visibly broken that we could see right away, those were noted to the movers and they had said to reach out to you all.. which is what ultimately took me to the *** site after I was told to look on the back of the Bill of Lading. On the back it mentioned you have up to 9 months to file a claim with damaged items and I'm well within that. Can you clarify what your response meant?

  
  Thank you,
  
  ***********************

  

  Business Response

  Date: 03/07/2023

  Greetings,

   

  You claimed in the initial complaint that we did NOT offer full value protection. Full value protection is a charged level of coverage. So, what I was going to do, is see if we could offer this coverage to you (you were never charged for it) and then re process the claim. Otherwise, we would need to follow whatever the contractual agreement was to follow CSI at **** cents propound per article. If at that time, we need to add any "gesture of good faith" to it- the owners can make that decision at that time. We are good people and while we didn't appreciate your comment regarding morals and ethics, we understand the frustration that can come with something being broken. We are committed to helping but, CSI sent over a claim to us that they denied because it was not filled out properly. We cannot fill this our for you. I will reach out to CSI and have them let you "re-start" and you're more than welcome to as them about full value protection as well and see what the fee for that is. We can possibly help there too. I have spoken to the *******, he doesn't remember specifically what was discussed regarding FVP and he doesn't have anything that he says "stood out" regarding this but, he is happy to discuss anything regarding the contract with you as well. I hope the shakes better sense and that we have clarified this more. We are always happy to help. We are limited to a contact but, if we are able to add or find a loophole that favors the customer, we aren't against this. 

   

   

  I will reach out to CSI. I would encourage you to re-file or call them tomorrow. 

   

   

   

  Best, 

   

  ******* C 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19334194
  
  Ok, I'm still not understanding the part about needing to identify what was broken at the point of delivery. Maybe the message came across incorrectly.

  As far as the comment about being moral and ethical - this wasn't due to a single item being broken. It was so. many. and I'm happy to paint a bigger picture below on what the experience was like in hopes that it helps to clarify.

  In terms of the frustration with the experience, I've moved multiple times and any time a moving company has broken something they've asked for a picture, value, and immediately reimbursed. With this being the norm, I was very upset to find out that what I was told was coverage really isn't at all (.60 cents per pound). I was shocked to find out that a moving company can position themselves to seemingly break as many items as they want and not be responsible or accountable for that. This is what was really hard to grasp as moral. To tell someone there is coverage as you're going through paperwork but in reality it's really not. Just from a sheer business practice, I would feel so guilty doing this to someone knowing that they're not going to get reimbursed at all or pennies at most if something happens.
  
  As the items were coming into the home, the movers said, "this is how they were when we got them - you're going to want to take pictures and reach back out to the original movers to file a claim". I asked questions about if the truck was already packed when they got the items or if they had to pack them trying to determine where the damage happened but they "weren't sure". I think the other concerning part is that a broken dish here or there, I can understand. Not ideal but roads are bumpy and if some of the packaging shifted in the box, I get it. But what's disappointing is that majority of the items that the movers wrapped were the ones that were broken to the point that I'm so confused what type of force would've had to do this. Floor lamps cracked in half, table lamps broken in two, dining room chairs with legs snapped off, bins/baskets completely smashed in, and a decorative wall piece from my grandma that can never be replaced. You put your trust in a moving company to care for your items and it felt so far from that.
  
  This was all on top of an incredibly rough moving experience leading up to this... 
  
  I found out the hard way that Encore does not hold workers comp insurance. Again, when you hire a moving company, you think they have all the proper documentation and coverage needed for moving given it's what the business is. I found this out days before when my building requested paperwork and I was told, "we hardly ever get asked for WC" and explained that the movers are contracted. I further inquired about how the movers are supported should they end up getting hurt. "I don't know that's never happened." It felt like a situation of **** we don't have it so you're on your own to figure something out. If you can hire other labor to pack it up and bring it down to the sidewalk we can load it. What???
  
  Then with scheduling the deliveries, I understood that I had to wait for a truck that was ready to bring multiple moves out to **. No problem, makes sense. I then apparently "missed" move in dates because I was told someone had tried calling me and couldn't get a hold of me to schedule a date. No missed calls, no voicemail, no email. ????? The second I did get an actual call about a date I immediately called back to confirm.
  
  I finally make it on the next move and on that call was told the movers will drop it off sometime in the next week, they'll call you ***** hours ahead and that's it! I asked if I could have a bit more information than that? Similarly to picking up, we will have to get the same building approvals for move in, do you have insurance with your ** movers, do they know they can only deliver M-F, etc.? The answer was I don't know, you'll have to wait to hear from them and if you don't hear in a week, give us a call back.
  
  The ** movers then call me on black friday and say they're going to deliver on Saturday. I let them know that's not possible, they can only deliver M-F and we have to have them send over insurance first. I also tell them, now that I know they're ready I've got to scramble to see who else can help take things from the sidewalk into the building. The woman acts like I'm nuts that I thought they didn't have workers comp and I find out they're a completely different company and not Encore. She then tells me they HAVE to move on Monday. It's the only time and there's no other availability. I told her, you have to get insurance sent over today then in order for the approvals to take place prior to the move. She tells me their insurance people are out of office and they'll have to send it first thing Monday. I mention it's not going to fly to send over insurance to get approved as it's literally coming in the door, they will stop it and I can't have boxes sitting out on the sidewalk for a day. She tells me that's the only availability. I then go into major anxiety about what the heck I'm going to do. She then calls me back later and tells me there is going to be a $700 charge because trucks can't come into the city. When I initially selected Encore as a mover as well as when we were signing paperwork I was indeed notified there could be a charge in *** for delivery but it was if the trucks could not get on my street (the example given was like little neighborhood streets, one lane streets, situations where they were blocking thru traffic, etc.) I said that's fine as I knew my street has four lanes of traffic in front of it as well as a loading zone that would be reserved for their truck. The *** moving lady tells me that's actually NOT the rule, and there's a rule that 18 wheelers are not allowed to come into the city, period. So that'll be an extra $700 right now like folks just have that sitting around.
  
  Monday morning rolls around and I'm panicking because I haven't seen any emails sent over for insurance. It is 8:30am and they're supposed to be here at 9am. I send the woman a text and ask if they've sent over the insurance and if they're going to call a few minutes before they get here so the super can meet them outside. She texts me back and says they're coming on Tuesday. I immediately call her and ask what is going on, that's not what we talked about on Friday and she goes, "well we wanted to make sure the insurance was approved". Are you kidding me???? I had taken off work last minute to accommodate for the move on Monday.
  
  *******, I really do want to believe the best in people but I don't even know where to begin in understanding how every step of the way was an absolute nightmare. I truly would never want anyone to have to go through this ordeal. All I'm asking is to just be reimbursed for what was broken and to revisit your operational processes to create a better experience for others.

  I was in all day meetings today but I will give CSI a call tomorrow and see what they say.

  Thank you,

  ***********************

• Initial Complaint

  Date:10/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to Encore ***************************** via contract with Interstate Moving Brokerage to move my furniture and household belongings 8/03/22 from ******** to *****. On 8/2/22, Encore notified me that they had canceled their contract with Interstate, I would need to contact Interstate to find out who my move was re assigned to. Interstate fail to answer my calls or emails. Encore informed me they already had my move scheduled and would be able to move me but I would need to sign a contract directly with them and they wouldnt be able to ***** me any credit for the deposit (*****) already paid to Interstate and would need to pay another deposit to them, I paid ***** deposit on 8/2/22 the remaining balance of ****** would be due upon delivery. Furthermore, they sold me on them providing a professional moving service, they would unassemble my furniture and reassemble all furniture upon delivery. On, 8/03/22, Encore 3 man team arrived to my ******** home, unassembled a 4 piece leather sectional, marble top kitchen table, king sized **** queen sized **** dresser mirror from dresser and a large kitchen utility ****** rack. On 9/12/22 Encore two man crew delivered my furniture. They failed to reassemble the following: Mirror on dresser, marble top kitchen table, queen **** 4 piece leather sectional, kitchen utility rack. They were missing major parts to kitchen table, queen **** 4 piece leather sectional, king **** dresser mirror. Im missing a part of my sectional, the sections received is damaged/discolored. My king *** is missing parts and unstable, not properly reassembled. Encore was informed of these issues 9/12/22 and failed to provide any suitable resolution, except inform me to file a claim. On 9/20/22, I sent Encore a letter of demand, breach of contract. I paid nearly ***** for a professional moving service in which they failed to provide. Encore responded to my demand, stated they needed more time to investigate, I can hire handyman to complete the work.

  

  Business Response

  Date: 10/18/2022

  To whom this may concern, 

   

  First and foremost, we are sorry for any inconvenience that we may have caused this customer. With regards to this matter- the customer was ********************** to ****, ** from ***********, **. We picked the customer up on 8/3/2022 and arrived for delivery on 8/12/2022. When we arrived, we were advised that there was a small piece to the sofa removed for transit (common as to avoid damage) and a piece of a mirror. This was a very large move so, sometimes pieces are put to the side when trailers are loaded, for size, avoiding damage etc. Two items were left behind and there was an issue locating the bed screws upon delivery. We located the two items and those are in-transit and we offered to have a handyman of her choice, come out and fit and repair the bed screws. She declined our offer. We will obviously still deliver the two items that were left behind (a small piece of sectional and a mirror frame) and she is more than welcome, to file a claim via CSIpros.org and we will comply with whatever we owe as per the signed contract and estimate as well as something as a "Gesture of Good Faith" for the inconvenience. As per the customer's signature on delivery, the customer received her items on 8/12/2022. We did attempt to have the driver go back and resolve the parts matter for the bed but, the customer became confrontational and was screaming at ***** (our driver) and he didn't feel comfortable returning. We are dedicated to resolving any matters that arise however, we must always remain professional. We are happy to turn over the recordings if this helps. As it stands, our offer was to send a handy man (her choice) or a service to fix the parts issue with the bed slats however the customer declined this. Our driver claims that ************* was there but that the customer was not willing to cooperate. We do want to support our customers claims in general so, this is our offer at this time. We hope that this reply finds everyone well. 

   

   

  Best, 

   

  Encore Management

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18195472
  
  I am rejecting this response because:The moving company are unethical. The movers arrived with partial delivery on 9/12/22, the 8/12/22 date was forged. or in error. I have the delivery email from the movers that is dated that can solve that conflict. I would need to forward to an email address correspondence with the movers and the email informing of the amount due on delivery.  Upon arrival, initially I was informed by the driver, I must sign the documents and pay the remaining balance before they could removed any of my furniture from the truck. After they began unloading my furniture and other items, immediately I noticed there were two broken 50 pair shoe racks. The driver and I did not have any inappropriate verbal exchange. However, I did express my disappointment that items were broken. After they continued to bring in items, it was discovered that an entire part of a 4 piece leather sectional was missing, the other parts of the sectional was damaged, disclosed and have physical damage. Also the base to my marble kitchen table, frame parts to king size bed, which was improperly re-assembled, frame to queen sized bed, mirror parts missing, they failed to reassemble a kitchen ****** rack, which they left without my permission in the garage. The movers were notified of all the missing furniture. On, 9/20/22, I sent a letter of demand to the movers and notified them they were in breach of the contract. I would need to forward those in an email. There was no need for the driver to be concerned nor were there any threats to anyone's safety. The movers never mentioned the screws were in their possession. More than screws are missing and major items can not be reassembled due to the missing necessary parts. The movers did offer to pay a handyman, I did not decline. I informed them the handy man would not be able to reassemble the furniture due to necessary missing parts. The movers stated they would have my missing items delivered ASAP on 9/28/22, to this date there has not been any additional communication with the movers and I still have not received any of the missing items as listed above. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/03/2022

  To whom this may concern,

   

  The delivery was made on 9/12 minus two items that were left behind in a warehouse due to a sheer mistake. This We have located the items and they are scheduled to be delivered. We have GPS and logs to verify our location. We have also provided documents that the customer signed. We apologize for these matters however, the customer will need to refer to the contract she signed and agreed to. Some of the accusations made by the customer are libelous and the customer had also asked that we help her with her chargeback on the broker that she initially booked with. We would now refer her to our legal team for further review. We completed this move as per her and our signatures and we will not be issuing a full refund but, are absolutely committed to walking the customer through the claims process. 
  

  Again, we are sorry for any inconvenience this may have caused. We are happy to provide any and all documents necessary.

   

  Best,

   

  ****************** 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18195472
  
  I am rejecting this response because: Encore Movers & Storage are being completely dishonest. First, there are more than two items missing. According to Encore's first response, two items were allegedly in route to ***** a few weeks ago. Now they are totally minimizing the items which at this point I consider they have stolen from me. Again, I am missing a section to a four piece leather sectional. The other pieces received are damaged along with two 50 pair shoe racks. I'm also missing the following items: mirror brackets, a king size bed frame, a queen size bed frame, base to kitchen marble table. Without the parts my items can not be reassembled. I have no reason to be dishonest and absolutely nothing to gain from being untruthful. GPS and logs are a mute issue, I still do not have my items. Encore is in breach of contract as they failed to provide the professional service in which they were paid to preform. It is true I asked Encore to assist me in obtaining a refund from the Mover's broker whom I paid $1796. Frankly, Interstate had informed me that they assigned my moving contract to Encore, who were to move me between 08/01/22-08/03/22. On, 8/02/22, Encore contacted me and stated they had cancelled all their contracts with Interstate Movers and I would need to contact Interstate to inquire of which company has been assigned to my moving contract. After I was unable to receive any information from Interstate, I spoke with Encore who stated they already had me on their schedule, would be able to preform my move but they were unable to honor the deposit made to Interstate, I would need to enter into contract directly with them and I would need to contact Interstate to request a refund. I only asked Encore for verification that their contact was canceled as Interstate refused to issue refund. However, that is not the issue at hand. Encore damaged and destroyed items and do not seem to be accountable. 

  I paid Encore for a professional service which I did not receive. Additionally, I have filed a claim for my damaged and missing items. However, per the third party agent, they have placed a hold on the claim due to a dispute that was filed with my bank (credit Card). Encore needs to accept full responsibility and offer acceptable resolution. Encore Movers & Storage is a horrible company. I do not accept any apology they have offered, due to lack of any actions to correct these issues and they have had my items in their possession since 8/03/22 and I am still without my belongings. I have provided documentation to support my position, including all email correspondences between myself and Encore.

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/17/22 The movers came to my and picked up our items. They wanted to change the terms completely. I said I wasnt willing to change what was agreed and signed. They said because I used a third party booking what I signed was not valid. If that was the case why not tell me that when the booking was confirmed? Once my belongings were on the truck thats when they hit me with different terms and dates on delivery. I tried to get this resolved with the office and all they could lean on is the terrible third party booking company. If that company was so dishonest why do you continue to work with them. I was guaranteed in writing it would take **** business days. Our items have not even been shipped at this point and we are on day 11 (business days) This is a scam. I looked online and many people have been treated the same or worse by Encore moving and storage.

  

  Business Response

  Date: 10/03/2022

   

   

  To whom this may concern, 

   

   

  First and foremost, we are very sorry for any inconvenience we may have contributed to. When you booked your job (move), you did so with a 3rd party. This 3rd party is NOT a Carrier but a Broker. When they booked the job, it was your claim that they promised a delivery date. This is something that we were not aware of until after the pick-up had already been completed. Either way, it is not how we do business as we are staunch about transparency. We do not know what transpired between you and your Broker but, we typically are aligned with Brokers that are of like mind meaning; we only align ourselves with people that are also transparent. When they provide you an Estimate; that is just what it is. We strive to deliver a good service and good delivery time frame ALL of the time. We make mistakes as everyone does but, we do try. When you sign our contracts, it outlines delivery expectation as well as explaining what a "First Date Available" means and explains in BOLD LETTERING above the signature that this is not the delivery date but rather the ***** This ensures that we do not arrive prematurely and protects you as a customer. We are an actual carrier and not a scam. We hold a Satisfactory with the *** and take our jobs very seriously. Those are libelous statements. We know that you have a first date available of 9/27/2022 which means, we legally cannot attempt delivery until this date. So, we are working on getting you delivered asap. You are (as of today) only on your 3rd business day. We believe your Broker to be a good one but, we are automatically in favor of our mutual customer. We think that there may have been some confusion regarding this process, and we apologize for contributing all together, for ANY trouble at all. With regards to the allegations about someone else having a delivery issue; all we can say is that each and every customer is handled to the best of our ability and if there are to be any issues that we feel could have been avoided or any opportunity we see, we will offer what we feel is fair and handle the issue. We are doing many moves a month and sadly, we cannot please everybody. We do try. Please feel free to give us a call any time. Thanks. 

   

  We will continue to work quickly and get you delivered ASAP! Thank you for letting us know that you are ready and available. All documents are transmitted via PDF to whomever may need to review them. I will have my General Manager reach out as soon as possible. 

   

   

  Best, 

   

  ****************** 

  Customer Answer

  Date: 10/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Im going to close this out. I dont want to hurt their business. Im sorry for wasting everyones time. 
  
  

  ****************************,

  ***************************;

  **********

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Encore moving and storage was hired by a broker, ******************, to assist me with a long distance move from ******** to ******* in April 2021. Although ****************** are the ones I hired, unknowingly, I was not aware that they were a broker and would hire Encore Moving and Storage to complete my move.Encore Moving and Storage arrived with their paperwork, which was an agreement of 60 cents per pound for items that *** get damaged. Once more, the conversation had with Cardinal was that I would be covered for $10,000 in damages, but no mention that this would void after Encores arrival.Encore delivered my items to ******* with major damage, to include a 2 brand new glass tables, a tv, and a brand new dining room table. After submitting a claim through the claim process with CSI, I was only offered $193 with $100 of it being in what was considered good faith from Encore.Encore mailed a check to me in the summer of 2021,which I misplaced and was not aware that I did so, causing me to contact them to request another in the fall of 2021. In the midst of my move, I located the check in the winter 2021,still in the unopened envelope and attempted to deposit it, unaware that I would not be able to do so, being I had not received a replacement since my request.The check did not clear, which led me to reach back out to Encore to disclose what I had done. Encore stated a replacement check would be mailed to me in the winter of 2021, by Spring of 2022, I still had not received this replacement check and contacted Encore again. Encore stated the check had to be located and canceled and a replacement would be sent out. This conversation took place in Feb or March of 2022, here it is ***** almost July 2022, and I have yet to receive a replacement.This service has been nothing but unacceptable, unprofessional, and has no regard for others property. To place trust within a company to do what they claim to do and it is not delivered, is beyond disappointing.

  

  Business Response

  Date: 06/27/2022

  To whom this may concern, 

   

   

  We are very sorry for any inconvenience, however, we have sent two checks at this point and paid to stop two checks. We have resolved the matter by asking the customer if it was ok to "Zelle" the money to her, in efforts to help move forward with this matter. We had nothing to do with the estimate etc (Cardinal Moving was the customer's Broker) however, we do always want to take responsibility in our portion of the move. We hope that this message finds everyone well and hope that this resolved the matter entirely. Please feel free to give us a call @ ************ with any further questions. 

   

   

  Best, 

   

  Encore Management