Complaints

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

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  Olympia Moving and Storage

  17 Bridge St Watertown, MA 02472-4818

  
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  Olympia Moving & Storage

  4814 Frolich Ln Hyattsville, MD 20781-1207

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  Olympia Moving and Storage

  66 Friars Blvd West Deptford, NJ 08086-2263

  
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  Olympia Moving & Storage

  701A Ashland Ave Folcroft, PA 19032-2022

  
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  Olympia Moving & Storage

  15601 Long Vista Dr Ste 100 Austin, TX 78728-3821

  

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:09/18/2024

  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.

  My *********** hired Olympia for our move on 8/23/24. The day before we had requested that they arrive an hour earlier for additional packing- we never got confirmation, but they arrived more than 2.5 hours early. We told them they were too early & we weren't ready. While waiting, they received a parking ticket, presumably since the designated spot for them at our building was not available since they were so early.When they did start, there was only 1 person actually doing anything, yet we were charged for 4. The person packing did a ridiculous job- excessive wrapping for items that didn't need it & not enough for items that needed ******* preparation for the move, I organized our belongings & boxes fairly thoroughly. Each box had two large labels on it indicating which floor, & usually which room, it belonged in. I color coded rooms & boxes with brightly colored stickers. Despite this organization & planning, numerous labelled items still ended up in the wrong rooms & on the wrong floors. The movers asked us where to place several items (even though they were labeled) & still placed several in the wrong rooms. This created extra work for us as we had to correct these mistakes. Additionally, throughout the move, one mover kept doing things incorrectly. Not only did this make us nervous about our belongings, but it forced the other movers to waste time trying to correct him.We had numerous items damaged, which we are filing claims for, but to add insult to injury, we were overbilled- when we had been given a tablet for signature, we were not allowed to view what we were signing & it was not emailed as promised. The hours were wrong, we were charged for the parking ticket, and more. The haphazard placement of items at the destination, the lack of regard for our belongings, & the outright lies in billing were horrendous. We contacted Olympia to correct the billing- they only partially corrected it. They have declined requests for explanation & are now ignoring us.

  

  Business Response

  Date: 09/27/2024

  First and foremost, we would like to apologize that the clients experience did not meet expectations. 

  Secondly, we would like to address the specific allegations:
  

  1. The move was originally scheduled for 1:30pm.  The day before services were to be rendered, the client called to say that they needed additional help with the packing and asked us to arrive an hour earlier.  We pivoted, adjusted our schedule and the start time was set to 12pm (not 12:30).  The crew finished their prior move a little bit earlier and left Olympias facility just before 11am, arriving at the location at 11:30. 
           * It should be noted that Olympias vehicles use Lytx onboard computers, so the location of the trucks is tracked at all times.
            * We were 30 minutes ahead of the scheduled start time and 60 minutes ahead of the request to start.
            *  The billing (as outlined in our quotes), starts when we leave our facility and ends upon return to our facility.
            * The crew adjusted the start time to 11:30 instead of 11 on their own accord to address the clients concern about their early arrival.
  2. To be clear, we do not have a fleet of movers and trucks waiting at our warehouse to be dispatched.  Typically, we provide a four window of time for any moves starting after 10am, to account for the fact that the crew will have a prior move.
  3. Given the elevator restrictions, in this case we provided a tighter window for arrival.
  4. Upon arrival at the residence, it was clear that:
       * There were more items than originally discussed.
       * The client was not yet ready to move.
       * We appreciate that this is why the client called us to come in an hour early, but last-minute surprises are not helpful to the move process (the foremen sent a few pictures, so dispatch could see what was required).
  5. With respect to the claim of excessive wrapping, the materials are used to protect the clients property, and, by definition, we use a lot of paper.  The paper is also used to ensure that items fit well together inside the carton so it is full.  The integrity of the box is based upon how it is packed, not the thickness of the walls.  Boxes crush when there is extra space.  The crew has no incentive to excessively wrap and I believe this is very much a matter of perspective.
  6. Movers have to adapt to both client and circumstance, which is what this crew did.  The result was that two trips were required to the new residence.  This said, it should also be noted that a larger truck would not have been an option; given the access limitations at the new residence.
  7. The crew arrived back at our facility just before 8pm according to Lytx.
  8. We appreciate that the cartons that were packed by the client were labeled, but please bear in mind that the crews are often tired after running up and down stairs carrying furniture.  Half of the time clients use room names from the prior residence, and half of the time, they use labels referencing the new location.  In addition, room names are not always self-evident to the crews. I dont think any offense was intended by asking the questions and, if some boxes ended up in the wrong room, we apologize.
  9. The client was not, in fact, overbilled.  The clock ran from 11:30 (started after they had already arrived) and ended at 8pm.  As indicated, we looked at the Lytx records to support these facts.
  10. The client was sent a claims form twice now.  We would encourage them to file their claim.
  11. We take issue, as per the above, with the entirety of this sentence: The haphazard placement of items at the destination, the lack of regard for our belongings, & the outright lies in billing were horrendous.
  12. To address the clients stated concerns, a credit of $548.83 was issued; representing both a credit for labor and materials.  To be clear, the movers were paid for this time and the materials were used.
  13. In the interest of putting this matter to rest, Olympia will authorize a credit of another $200 as a customer service adjustment.
  
  The above was not intended to escalate this matter, but rather as a way of suggesting that there are always two sides. Moving is a hard profession. We do something, every day, that most people dread.  Consistently, we perform this service with a great attitude and a smile on our faces, regardless of the obstacles presented.

  We are sorry that the clients experience was not a positive one, have thoroughly investigated their concerns and found that there were aspects of this move that could have been better from Olympias end (particularly the communications).
  

  We believe our response to be fair and it is our sincere hope that this matter is now concluded.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  1. It may be that Olympia changed the start time to 12pm, but that was NEVER COMMUNICATED TO US. If we had been given any indication of that, we would have declined the earlier start time because we knew we would not be ready then. They should not have left Olympia's facility so early- they easily could have called ahead to see if we were ready that early and we could have told them that we were not and they should come at the originally scheduled start time- the only time we had ever actually confirmed or agreed to. You yourself acknowledge that your communication needs improvement. Your response shows various ways that your crew completely ignored us and made decisions about our move on their own, which is inappropriate and unprofessional. By your own admission, Olympia chose a start time that was not what we had requested or agreed to. And then they didn't even have the decency to inform us of this unilateral decision. Also, we have phone records that show they arrived at our location at 11:19, more than 2 hours early, and not at 11:30 as you claim.
  
  2. That's interesting that you say that is your policy as it was again, never communicated to us. We do not know if it was that *******, our salesperson, was unaware of this policy or if he just failed to let us know about it, but either way, that is ********* fault, not ours.
  
  3. You act as if this is some great kindness, but again, we were not told this was atypical and we had no control over our elevator restrictions. If that was an issue, you should not have allowed us to hire you for this job (which would have actually been a great kindness).
  
  4. There were not many more items than originally discussed that needed to be moved (furniture was accurate, there may have been more boxes than our ROUGH ESTIMATE). And as we stated at the time we got our quote, we hadn't packed yet, so didn't know exactly what we would have a month prior to moving. If Olympia wanted an updated assessment closer to the move, they should have asked for one. I was not ready to move BECAUSE YOU WERE HOURS EARLY and had NEVER said you would be able to come earlier than the originally scheduled time. If the last-minute addition wasn't feasible, you shouldn't have done it (I would say you shouldn't have agreed to it, but you never actually informed us of that anyway). We contacted Olympia about coming an hour early specifically to pack a set number of items in one kitchen cabinet and on one kitchen counter, not for anything else. I will note that among these specific items was a toaster that was packed by Olympia, which was damaged, and Olympia claims they did not pack. Also, we never intended to have a moving company move all of our belongings because we wanted to make sure our most valuable and treasured possessions were safely transported by us. I am thankful every day that we did so.
  
  5. If your perspective is that a plastic bottle of sprinkles should be wrapped in four pieces of paper and a large ceramic plate should be loosely wrapped in one, you should not be in the moving/packing business because there is no planet on which that is rational.
  
  6. They adapted poorly. Also, there was plenty of room to park at the new residence, which we ensured with the proper police signs, and actually a larger truck likely could have been accommodated. However, the second trip is not something we had any problem with. In fact we acknowledged that we knew that would add to costs and we were okay with that. Why are you including this as if it was an issue? We have no problem with being charged for the time of our move- what we have a problem with is the incorrect bill and overcharging.
  
  7. Okay? We're not disputing when they got back.
  
  8. That's nice that you've told us that happens half the time- however that is absolutely NOT what happened here. I did not use names from the prior residence- that was a 1 bedroom apartment, this is a 4 floor row home. We didn't expect them to know what each room was called which is why we indicated the floor AND put signs up at each door saying what room it was. We also provided multiple keys that were displayed showing for each room the color sticker, the floor (basement, 1, 2, 3), and which room on the floor (front, middle, back). Our problem was that even when they asked and were answered, they still put boxes in the wrong rooms. And it was more than some- we would have saved time and money by having them leave every box in the living room and just putting them in the correct rooms ourselves.
  
  9. As we have explained multiple times and above, yes, we were overbilled. Your Lytx records indicate nothing about when the movers were actually doing anything. By those records, we were billed for time the movers were doing nothing after arriving hours early.
  
  10. Again, we already told you previously on bbb that we would be doing so. We have done so, and now have to deal with the outright lies that were provided in response to our claims, which we are doing separately from this.
  
  11. Yes, if your completely misrepresented facts were actually true that would be fair, but they are not, and we stand by that sentence 100%. If anything, the response here and the response to our claims has only reaffirmed what an awful business this is.
  
  12. That credit was only about half of what we should have been refunded. Our questions about several charges were never answered and those charges remained, along with the bill for the parking ticket the movers got, which was entirely their fault.
  
  13. Again, this is woefully insufficient. Olympia hasn't even made us whole for the incorrect billing with that $200 to say nothing of our damaged belongings and the time we've had to spend dealing with this.
  
  There are two sides, sure, but yours is filled with outright lies. I'm a divorce lawyer. That's also a hard profession and I deal with something, every day, that most people dread. But I get paid for it, just like you do, but I do my job well, despite obstacles. Unlike you, I provide my clients with excellent care and service, and while I've never made mistakes to the extent you have here, I would certainly do a much better job handling them and making sure my client is in the best position possible despite those mistakes. You have utterly failed to do so.
  
  Unfortunately, this matter is not concluded, due to the inadequate and insulting response here and to our claims.

  
  Regards,

  ****

   

   

  

  Business Response

  Date: 11/18/2024

  We will avoid using the language/tone reflected in your response, but take issue with both your representation of the situation and your accusations.
  
  Having re-reviewed this correspondence, there was nothing inadequate or insulting contained in our communication.  We stand by our response.
  
  
  

  Customer Answer

  Date: 11/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  There wasn't even an attempt to resolve anything or respond to my concerns, nor was there denial of what I stated happened except for a generic response. This is completely inadequate, but also unsurprising given how this business has behaved both before and during this complaint response. There is still no explanation for why we are not being refunded for the overcharging and other items (the unanswered items on the invoice, the parking ticket, etc.). It seems that this business is attempting to gaslight and fail to respond adequately in the hopes that this will just go away.

  I also find it insulting that you would tone police. We have been more than civil and patient, but Olympia is completely failing to answer our complaints and inquiries, let alone do anything to make it right.

  Regards,

  ****

   

   

• Initial Complaint

  Date:06/11/2024

  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.

  July 27 & 28 move pick-up. Storage until December 20, 2024 move delivery **** paid $16,175 total ($1457 insurance premium)Business committed to move, store and deliver household goods in pick-up condition Dispute over amount company willing to pay for damaged items Business has offered to pay $852 on a $1035 damage claim Account Nos. ******, ******* Not enough characters.....am attaching a complete explanation Thank you

  

  Business Response

  Date: 06/20/2024

  We have reviewed the documentation related to this file in detail and will take this opportunity to clarify several points:

  
  1.We concur that **************** assiduously completed the claims documentation.
  2.Olympia sent out an independent inspector/refinisher to review the claim in person.
  3.The settlement offer was made based upon the findings of the inspector and in accordance with industry best practices.
  4.While we appreciate the time **************** invested into this process, her time would not be considered in evaluating the claimed items.
  5.Similarly, her assessment of the packing technique/materials would not factor into a settlement offer.  Only the transit-related damage would be considered.
  6.The total claimed value was $6,990 (the referenced ***** Sofa was provided without a value).
  
  The settlement offer, while not what the client was anticipating, appears to be thorough and fact based.  As is the case with any claim, there are several relevant factors that were considered; including:
  a)Was the damage demonstrably transit related?
  b)If the damage was transit related, is the piece reparable?
  c)If the damage was deemed transit related, but not repairable, what are the supported values (based upon receipts or a search for comparable items). 
  
  At this juncture, and in the interest of moving this process forward, Olympia can offer the following:
  Send a different inspection firm out to the residence for a second opinion.
  If the client is not comfortable with that approach and does not want a second opinion, Olympia will offer a $2,000 customer service adjustment to the existing settlement offer.
  
  If neither of the above options are acceptable, Olympia can arrange a call between **************** and the President of the company to discuss next steps.

  Best,

  The Olympia Moving Team

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/05/2024

  Given the response of ****************, we would reiterate our offer to have a second inspection conducted by a different entity.  
  
  An amount requested on a claims form does not establish value, but rather represents the first step in a process.  As is the case with an insurance related claim for a car or a home, both the value and the cause need to be validated.  
  
  Olympias settlement offer was founded upon the original inspection completed by a third-party company.
  
  A couple of points of clarification:
  1.Olympias settlement offer of $852 was completely independent of, and unrelated to a letter received from NJ authorities.
  2.The subsequent offer from Olympia was $2,000 plus the initial offer of $852, for a total of $2,852.

  Best,

  The Olympia Moving Team

   

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I agree to the offer to have a second inspection conducted by a different entity...PROVIDED that the original list of damaged goods is included in this inspection and that the "different entity" is knowledgeable in regard to furniture upholstery and antique valuation.

  The reason I have rejected the latest offer from the company is because I'd like to keep the dispute open until this matter is settled.

  Thank you

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/18/2023

  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.

  Olympia provided storage for just over one year and moved my items from their warehouse in ******** to my new residence in ******************. I used them before for storage when stationed overseas for almost 4 years. After unpacking all my things now in **, many items that were intact/working in MD are now broken. A Crock-Pot and glass ornament set were each packed at the bottom of large, deep boxes with heavy items. These are now destroyed due to THEIR packers failing to properly pack. I also have a Christmas tree that is pre-lit and worked great in MD. It now did not light in CA and all connections and fuses were checked. Also, a propane grill that worked great in MD, was covered while in storage, and in CA will no longer connect properly to a propane tank after I tried 2 different brand new tanks. Lastly, a floor lamp was broken by the packers in MD, which I discovered when I found bits of the trim from the lamp shade as I was cleaning up after they left. The item was broken, packed up, but they never told me what happened even though I was downstairs. Olympia is REFUSING to pay for the grill since there is no "physical damage" and for the Crock-Pot, glass ornaments, Christmas tree, and floor lamp since the outer boxes were not damaged. They claim that these items were magically broken while sitting quietly in storage, not while being bounced around in a semi trailer over potholes for **** miles from MD to CA. I drove the same route a couple months prior; the semi truck driver and I were talking about it when he arrived. I know how crazy bumpy it is just in an SUV. Semi trailers do not have the suspensions that SUVs do, and I'm surprised more things weren't broken. Olympia needs to take responsibility for the failure of their crew to properly pack my items, causing their destruction during the MOVE from MD to CA, and NOT while boxes just sat in a warehouse! I request payment of $1916.24 as initially submitted to Olympia for my destroyed items. Thank you.

  

  Business Response

  Date: 05/23/2023

  ********************:
   
  We have reviewed this matter and have elected to send you a payment in the amount of $175.00.  We trust this will bring this matter to a conclusion.

  Please reach out if you not receive the check in the next 10 to 15 business days.  

  Best,

  The Olympia Moving Team

   

   

  
  

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I REJECT this "offer"! My damages added up to $1914.24, and I had FULL REPLACEMENT VALUE. You only offered $175?! NOT ACCEPTABLE! 

  Your crew failed to protect my items, and they were damaged while being transported from ******** to **********. You should take responsibility for the people you hire!

  For all the money I have given your company as a REPEAT CUSTOMER for a total of almost FIVE YEARS for storage, and OVER at least $30,000 for moving expenses total, you can spare $1914.24 to honor my full replacement value coverage of these damages items!! 

  Regards,

  *******

   

   

  

  Business Response

  Date: 06/02/2023

  ********************:
   
  We have reviewed this matter internally and would suggest the following:
   
  1)      The total claimed amount was $1,914.24
  2)      The primary claim was, appropriately, handled by Wheaton
  3)      Wheaton paid the claim as filed, with the exception of 2 items:
  a.       A Christmas Tree that was already in a box and was deemed packed by owner and mechanical condition unknown.  These two claimed items would be uniformly rejected within the industry. 
  b.       A Barbecue that wont connect to the propane tank, which was also deemed mechanical condition unknown.
  4)      There were also some items claimed that were associated with the local packing.  These claims were subrogated to Olympia and accepted, but fell under the $250 deductible.  As a goodwill gesture, Olympia processed a check for $175 to cover the claimed items.
  
  We understand if this is not the outcome you were hoping for but it is the best we can do under the given circumstances. 
  
  Sincerely,
  
  Olympia Moving and Storage
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  In July 2021, I hired this company to pack and store my belongings while I was overseeas. While I packed some boxes, I paid for full-service packing, which included materials. I also paid for full coverage of my items while in storage, which included an additional fee and a monthly charge. When they moved my stuff back into my home in November 2022, they had lost an entire crate/vault of my items, including large furniture pieces. The total loss is valued at over $11,000. An employee at the company claimed to not have any inventory or documentation of my items and move. The company refuses to cover any items that were packed in boxes, as I had packed some boxes and they cannot determine what was actually missing. They tried to intimidate me into taking what they offered when I asked them to at least refund the money I had paid for full-service packing and materials. I would like the company to cover my items at the value in the list I sent, including the items that were packed in boxes (especially since boxes they packed are labeled "miscellaneous" so they wouldn't know what's in them anyway). If they will not do this, then the final offer they gave me plus a refund of the packing and materials would be acceptable.I am not a DOD employee, but I am a **** of ********************* Officer. We face many of the same issues as DOD employees, especially when it comes to moving and housing (we don't get a clause in our lease for PCS). I would suggest BBB also track issues for DoS employees.

  

  Business Response

  Date: 03/02/2023

  We are sorry to hear about the experience you had with our services. We take all complaints seriously and we would like to investigate this matter further to determine what may have occurred during your move. 
  
  We apologize for any inconvenience caused and we would like to work with you to find a satisfactory resolution. We kindly ask that you get in touch with us to discuss the issue in more detail, so that we can work towards finding a solution that meets your needs.
  
  Thank you for bringing this matter to our attention, and we hope to hear from you soon.

   

  Best,

  The Olympia Moving Team

  
  

  Customer Answer

  Date: 03/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I have already been in communication with your company about this issue, and was not satisfied. I would prefer to continue communicating through BBB to resolve this issue. As I mentioned in my complaint, Olympia is refusing to cover any items they claim were packed in boxes, despite my having paid for full coverage valuation and full service packing. I would like Olympia to cover all the items at the value I listed in the claims process, or to refund me the full service packing fee and the materials fee that I already paid in addition to the amount Olympia agreed to provide as a claims settlement. These communications should theoretically all be in your company records, although I am happy to provide a copy of my email exchanges with your representatives.
  

  Regards,

  ****

   

   

  

  Business Response

  Date: 03/20/2023

  **************:

  
  We have reviewed the communications between you and our claims manager and, it would appear, she has been working diligently to arrive at a reasonable solution.  Your claim was for $11,192 and her most recent offer was $9,440.5 (minus the $250 deductible).  
  The claims manager accepted the majority of your items at the value provided by you.  With respect to the boxes, the industry standard value for unknown contents is $85.  Although we dont have an exact container count, working backwards we are probably closer to $240 per container.  In her communications to you, she also offered to pay the claimed value on any of the submitted items that would have been contained inside a box if you were able to provide a receipt.  
  While we feel that the assessment of the claims manager has been appropriate and fair, in the interest of resolving this matter we are willing to offer an additional $400 for a total of $9840.50 (minus the $250 deductible).

  
  Respectfully,
  The Olympia Moving Team
  

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  You know quite well that is not all that was said in the email communication to me, nor was that the intended tone of the email. This is why I insisted we continue our conversation in this public forum, as the tone is far more polite, professional, and intended to show the business is being "reasonable" rather than intimidating. It was inferred from the last communication with your company that if I did not accept the offer presented to me, I would be investigated and the company might not even pay out all it had already agreed to cover. My biggest issue is that the company really messed up, lost a good majority of my items, claims to have lost all the paperwork, and is still arbitrarily and unilaterally deciding how much my items were worth. I can provide receipts for a good majority of the items that were lost (where do you think I got the price for them in my original claim form?), but you require that knowing full well that most people do not have receipts. My pots and pans alone were several hundred dollars, the Vitamix was several hundred dollars, the trash can was nearly a hundred dollars. And that's not the limit of what was lost, yet I have been offered $400 for that? Furthermore, you, the company, is deciding--again arbitrarily and unilaterally--how many boxes might have been used for all these items. Six boxes for everything that was lost? The plastic containers that were lost alone would have taken up several boxes, as they are quite large and do not sit inside each other. I'm happy to pull up the dimensions of those, if that would help with the estimates. The counter offer is not enough. I will need to be covered for every item lost, or I need reimbursed for the full service packing plus the packing materials, as the company is claiming they can't cover items because they don't know what the company packed and therefore can't say what items were in the boxes. Well, I have several boxes the company packed that simply say "miscellaneous", which gives no indication of what is inside the boxes, so that argument doesn't work. I assess the company is in breach of contract, either for the full service packing and packing materials (since I apparently did not receive that service) or for the full valuation coverage of my items for which I paid a monthly fee.
  

  
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 04/24/2023

  I apologize if you felt intimidated and I assure you that was certainly never the intent.  We have discussed your assertion/concerns with the claims manager.
  
  With respect to investigating you, I am not sure what that is in reference to and wouldnt know where or to whom we would even send a client file for investigation.  There would be no benefit to the company, no moral justification, and we wouldnt do it.
  
  We fully concur that we messed up and again, will take this opportunity to apologize.  This said, we believe we have attempted to address this matter with you in good faith.  If you have receipts or, less preferably, links to those items, that would be helpful and go a long way towards resolving this matter.  What we are requesting, in terms of documentation, is significantly less than any insurance company would require.  In the absence of this documentation we have made an offer that is 88% of your initial request (adjusting for the deductible).  We are certainly willing to continue working with you, pending some additional supporting information.
  
  

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered

   

  I apologize if you felt intimidated and I assure you that was certainly never the intent.  We have discussed your assertion/concerns with the claims manager.
  
  
  With respect to investigating you, I am not sure what that is in reference to and wouldnt know where or to whom we would even send a client file for investigation.  There would be no benefit to the company, no moral justification, and we wouldnt do it.
  
  
  We fully concur that we messed up and again, will take this opportunity to apologize.  This said, we believe we have attempted to address this matter with you in good faith.  If you have receipts or, less preferably, links to those items, that would be helpful and go a long way towards resolving this matter.  What we are requesting, in terms of documentation, is significantly less than any insurance company would require.  In the absence of this documentation we have made an offer that is 88% of your initial request (adjusting for the deductible).  We are certainly willing to continue working with you, pending some additional supporting information.
  
  Im not sure why youre putting quotation marks around some of these words. I wasnt intimidated, I was intimidated. She didnt say she was going to investigate me, she said she was going to investigate me. You didnt mess up, you messed up. But this is part of the problem, and this was part of her attempts to get me to stop asking for your company to be held to its word, which is also what youre doing now by putting words in quotations marks and trying to pass yourself off as reasonable people who are doing me a favor by giving me 88% of my initial request. Despite the fact that your company packed my boxes and should be paying for everything without my having to fight for it. Despite the fact that I paid for full valuation coverage, and you want me to accept 88%. When I should be getting 100% without questions, or I should be getting refunded for the full service packing, the materials, and the monthly payments I made to ensure full valuation coverage. Because you messed up and you know it, and rather than accepting responsibility professionally, you and your staff have tried to demean me and stop me at every step of the way from making sure you uphold the contract we had. I will provide receipts for the items you are refusing to cover, however, I am traveling and will not be able to get those to you until I return home.

  
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:08/11/2022

  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.

  My furniture was moved and stored with this company, I paid additional every month for insurance. Several items were damaged when I picked them up from their storage center in **********, **. A claim was filed before I had picked up all my household items and I was not aware that paperwork had to be signed, before the company would look at a claim.When I went back to retrieve the balance of my household items, I told the Dock Manager, we needed to fill out paperwork on all the damages, I had photos and submitted those as well. The Dock Manager called, while I was still loading my items and confirmed what all paperwork was needed and she told her office "I know the corian table top was not separated when we loaded it, because I was part of the crew that moved ****************". She submitted additional photo's on more damage that we found and I signed all the required paperwork. I have been contacting this company every month and have been told, they would Not look at my claim as they had closed all my claims. I did not get copies of the paperwork that the Dock Manager submitted, as she indicated it was only for them internally. I do still have photo's on my phone of some of the damaged items.

  Customer Answer

  Date: 08/22/2022

  I have not heard from the business in response to my complaint. I have not heard anything from them since before I filed a complaint with you.

  

  Business Response

  Date: 08/25/2022

  ****************:

  
  We have completed our due diligence with respect to your claim and have found the following:
  
  1) The claims manager who addressed this situation is technically correct in that these items needed to be claimed at the time of pickup because once the items are released onto another truck, we are no longer responsible.

  
  2 )The table would also be considered inherent vice because the marble had been glued to the base. The glue dried out and the top came loose.  There was no damage to the marble and nothing that Olympia could have done to prevent this from happening.

  
  Having said this, the representative that released the shipment could potentially have done a better job explaining the liability process at the time your items were released.  In addition, while it is unclear whether the original intent was to move the belongings out of storage yourself, the fact that you did had implications with respect to Olympias liability.  In light of this, Olympia is going to refund $540 (the amount paid for valuation coverage).  This should more than cover the cost to reaffix (glue) the marble back onto the base.

  
  We hope this brings this matter to a conclusion and wish you the best in your new residence.

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I never have received a check from them that your office said they would be sending. 

  

  Business Response

  Date: 10/07/2022

  The client is correct and we would like to apologize for this oversight.  $540 was credited to the clients card on 10/7/22.

• Initial Complaint

  Date:08/09/2022

  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.

  My wife hired them to move our furniture. They left us with around $7000 worth of damage to our furniture. They claim we didnt choose the additional coverage needed that would have been presented to us during the move day. We elected whatever coverage upfront was needed. On the day of the move after everything was packed on truck, I was not presented options for additional coverage and was told I was just signing off on their arrival and that I saw them preform job on time. Very strange way to present coverage but either way I was not presented with an option that was needed to cover my damages. Why this was not already included is beyond me. Why would you need additional coverage presented in this way? They are making us pay the full $6k for the move and are refusing to pay more than 60cent per pound. During the move they stated their truck was too small and I repeatedly told them to cover items or be more careful. They did not listen. The damage they left us with and the time it will take to get new furniture is unbearable. They are not taking responsibility and refusing to compensate us properly for damages. The workers took the other photos. **************** was very rude and there was a dresser they dropped and completely broke which was IKEA. She insulted us on the fact we had cheaper furniture. The rest was room and board and crate and barrel. The barstools are west elm leather. It was very disrespectful. Here are the photos my wife took of the damage.

  

  Business Response

  Date: 08/25/2022

  ********************:
  
  First of all, I would like to take this opportunity to apologize that your experience with Olympia did not meet expectations. 
  
  With respect to your assertion that valuation coverage was not presented, we would suggest the following:
  
  1. We agree that ideally full value protection would be automatically included, however both state and federal regulation dictate that moving companies offer default coverage of 60 cents per pound with an option to procure additional coverage.

  
  2. We would dispute the fact that the coverage options were not made clear.  These options were included in the quote, your booking confirmation email, an email with the subject Action Needed! Choose your valuation coverage, in your portal and on our website. In addition, on 7/15 at 11:30am ******************************* indicated her preference for 60 cents per pound in a conversation with her move coordinator.
  
  Based upon the above you would be entitled to a claims check for $255.60.  This said, we would also like to point out that:
  
  a) The cost of the valuation would have been, on average, $323 (depending upon the defined value of your property).
  b) The valuation coverage entails a $250 deductible.
  c) From the pictures that we have access to, we would strongly recommend connecting with a furniture restoration company.  We might recommend: https://www.classic-furniture.com/ 
  
  Given that you did not have a positive experience with Olympia, we have also processed a CSA of $125 and will, therefore, receive a check for $380.60.
  
  We wish you the best in your new home.
  
  Respectfully,
  Olympia