Complaints

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

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  McKendree Moving & Storage Inc

  12105 Acton Ln Ste 5A Waldorf, MD 20601-3691

  
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  McKendree Moving & Storage Inc

  6345 Howard Ln Elkridge, MD 21075-5602

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:09/27/2023

  Type:Sales and Advertising 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 and I entered into a contract with McKendree Moving and Storage, Inc. ("McKendree") for the moving of approximately 18 items from our condo in Washington DC to our new home in Maryland. Prior to signing the contract, we received quotes from several moving companies. McKendree was not the lowest quote. Prior to signing the contract with McKendree we provided them with the dimensions for the loading dock to our condo building. The loading dock is not a standard height and will not fit a standard-size moving truck, which we shared with the McKendree representative. We also showed the McKendree representative the loading dock. The representative from McKendree confirmed via email that he received the dimensions and did not indicate that it would a problem. The move was scheduled for Friday, August 26, 2023, at noon and the McKendree representative promised us the movers would be there at noon. On the day of the move (August 26th), the movers did not arrive until 1:38 pm. When they arrived they arrive in a standard moving truck, which did not fit our loading dock. The movers confirmed they only have moving trucks in one size. Our condo is approximately 12 feet from the loading dock and does not require access to an elevator or different floor to access. Since the moving truck did not fit our loading dock, the movers had to park the truck half on the street, which was approximately 150 feet from our condo unit. Furthermore, they were only two movers, so one mover had to wrap the materials, while the other mover moved the furniture from the condo to the truck. Since they were parked on the street, I had to stand outside in the 95 degree weather to both continuously open the loading dock garage and to ensure no one stole our equipment from the truck. If the McKendree representative had informed us either they they only had one truck size, then we would have selected another vendor. McKendree made a material misrepresentation to obtain our business.

  

  Business Response

  Date: 10/24/2023

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

  Sorry to hear about your disappointment with your move.  I have read your email thoroughly and did some investigating with all employees involved.  I started with the inventory sheet completed by the estimator we sent to your home.  We did not only move 18 items as you claim, but rather 36 items, plus 35 containers.  The estimator calculated at total of 3,283 pounds to be moved (please see the inventory attached).  

  

  Business Response

  Date: 10/24/2023

  Continued:

  McKendree Moving & Storage operates a fleet of 10 trucks.  Each truck has a different cubic foot box on it; no two trucks are the same size.  The trucks range from cargo vans to 35' straight trucks.  Several days after your in-home estimate you emailed our estimator about the low garage height.  The largest truck that can enter into your low height garage is a 12' box truck.  This truck, however, only holds approximately 3,000 pounds and your shipment was estimated at 3,283 pounds.   We made the determination that it would be more cost effective for you if we walked an extra 50 meters while loading than it would be for us to make two delivery trips from Washington, DC to Laurel.  
  
  I have also attached a copy of your Estimate of Services and your Final Invoice.  We were always scheduled to send 2 men, not 3 as you mentioned in your email.  When you compare the estimate and invoice, even with the long 50 meter walk on a 95-degree day, we still did not exceed the hourly estimate we quoted.  Additionally, your wife rated our service as "Excellent" on the final invoice and was kind enough to give our employees a gratuity.
  
  I hope this explanation helps you to better understand our decision-making process when we chose to send the larger truck.

  Customer Answer

  Date: 11/06/2023

  I thought I would have more than one week to respond to McKendree's materially false information. There response is a complete fabrication.  

  This is complete fabrication. First, regarding the truck size.  The movers from Mckendree confirmed they only had one-size truck. Second, when I called to inquire about the truck size, again a representative from McKendree confirmed they only had one-size truck.    Second,in regards to the freight size, the only reason we added items is because with the original estimate, they told us that there was a 5 hour minimum and that we were going to get charge the same amount if the job took less than that.  Hence, why we added additional items.  However, if we know that was going to cause them to unilaterally send a bigger truck, then we would not have done so.   Furthermore, the entire reason the move was scheduled at noon (they were 1.5 hours late), was because that is when our loading dock was free.  It does not make any sense for them to unilaterally make the decision to not use our loading dock, when that was entire reason for the scheduled time of noon.
  We rated the service of the movers as excellent, because it was not their fault that management made a logistical mistake. 

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  Date Sent: 11/6/2023 8:31:05 AM
  I thought I would have more than one week to respond to McKendree's materially false information. There response is a complete fabrication.  
  
  This is complete fabrication. First, regarding the truck size.  The movers from Mckendree confirmed they only had one-size truck.  Second, when I called to inquire about the truck size, again a representative from McKendree confirmed they only had one-size truck.    Second, in regards to the freight size, the only reason we added items is because with the original estimate, they told us that there was a 5 ½ hour minimum and that we were going to get charge the same amount if the job took less than that.  Hence, why we added additional items.  However, if we know that was going to cause them to unilaterally send a “bigger truck,” then we would not have done so.   Furthermore, the entire reason the move was scheduled at noon (they were 1.5 hours late), was because that is when our loading dock was free.  It does not make any sense for them to “unilaterally” make the decision to not use our loading dock, when that was entire reason for the scheduled time of noon.
  We rated the service of the movers as excellent, because it was not their fault that management made a logistical mistake. 
  
  
  Regards,
  
  
  
  ******* ******

  Customer Answer

  Date: 11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I can only speak on what was told to me and multiple
  McKendree employees informed me that they only had a truck of one size.  Assuming arguendo, McKendree does have
  multiple-size trucks, our expectation was that they would send a truck that
  would fit within the height requirements of our loading dock.
  McKendree states:

  “When we gave the estimate, we did not
  know the garage height, however, you did email it to us 2 days later.  We were then able to make the decision to
  walk the extra 50 meters as opposed to making two trips.” 

  First, when we made the decision to enter the
  contract with McKendree, they were aware of the loading dock’s height
  restrictions.  At no point was there any
  discussion between us and McKendree regarding them sending a truck that would
  not fit into our loading dock.  As a
  matter of fact, the move was initially scheduled at 9:00 am, but after
  discussing with McKendree the availability of our loading dock, we mutually agreed
  to change the start time to noon to accommodate the time when the loading dock
  would be free.  So, it makes no sense
  that we would mutually agree to alter the arrival time to accommodate when the
  loading dock would be free just for McKendree to unilaterally decide to send a
  truck that would not fit into the loading dock. 
  Second, our unit has a private entrance directly from ***** ******* ******,
  SE.  So, if they had intended to send a
  truck that would not fit into our loading dock, then they could have decided to
  park directly on ***** ******* ******, SE, which would have been a 10-foot walk
  from our unit to the street.   

  It was not until I filed this complaint with the BBB, when
  McKendree, for the first time, claims they made a professional decision to send
  a truck that did not fit into our loading dock as a professional decision in
  our best interest.  What would have been
  in our best interest is if they would have timely sent a truck that would fit
  into our loading dock as we agreed.  McKendree
  admits that they purposefully and intentionally sent a truck that could not fit
  into our loading dock.  They did so
  without notifying or confirming this with either myself or my wife.  Neither myself nor my wife agreed to this
  material change.  So instead of admitting
  fault, McKendree has admitted to breaching our contract.   
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 11/17/2023

  We appreciate the feedback, however, to park on ***** *** ****** a DC parking permit would have been required.  Again, it would not have been in your best financial interest.

  Customer Answer

  Date: 11/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  This back and forth is pointless.  At this point, McKendree just needs to admit they are wrong and refund us back a portion of our moving expenses.   Yes, parking on ***** ******* ****** would have required a permit, which we could have obtained.  As, that is what I did when we moved into our unit.  However, parking on *** ****** and the side walk, which is where McKendree parked their truck, is strictly prohibited.  *** ****** consists of a single lane in each direction.  So McKendree deciding to illegally park on the street and side walk does not make any sense.  Again, I had to personally stand outside the entire time the truck was illegally parked on the street/sidewalk (half the truck was on the street and the other half was on the sidewalk) to continuously open the garage door for the movers and to ensure that there was no issues with traffic or others regarding the illegally parked vehicle.  

  Nevertheless, to avoid having to obtain a permit for parking on ***** ******* ****** and having an illegally parked truck on *** ******, we specifically secured the loading dock for the moving truck.  So this goes back to the initial issue  -- McKendree should have sent a truck that could fit into our loading dock, per our agreement with them.  The only reason we added more items to be moved is because McKendree told us that the price was going to be the same.  If there was not enough room for all the items on the smaller truck, then that would have been fine.  As we would have moved the other items ourselves.  

  Regards,
  
  
  
  ******* ******