In and Out Moving and Storage

[BobDylan]

I moved my things into their storage about six months ago and left Chicago to go to Portland, Oregon. Somewhere in Minneapolis they called me and said that my credit card was declined and that I needed to pay them right away. Since I used my debit card, I called the bank to see if there was any reason behind this. The bank told me the storage company had never tried to bill me. I called them back, repeated what the bank said and they told me, "Oh, we don't accept debit cards." I thought it was ridiculous that they hadn't told me earlier, and they had me send out a money order. Not a big deal. For all the following months, they billed my debit card for storage fees without a problem.

 

Once I got to Oregon, I got a quote for how much it would cost for them move my stuff out here since they're a company that specializes in long distance moves. They quoted me a little over $8,000. I wasn't going to pay that. I got set up with another company to do it. In and Out said they needed a $250 money order to pay to get a 3rd party truck on their lot and to have their movers move my stuff into that 3rd party truck because they don't let anyone move stuff out of storage due to legal issues. Fine. I sent the $250 with a letter, as requested by them, stating that I authorize them to use this money only in the event that I send a third party mover to take my stuff and any waive any liability from their company to the other.

 

A few months pass, I decide it's easier to buy new things and give all that stuff away. A friend wants the stuff, so I pay to have it delivered to them. They deliver the stuff and there are items missing and things that aren't mine. I call them up and tell him that there was a mistake and that they need to deliver the missing items and pick up the things that aren't mine. They say they'll call me back when they find the table. Then I ask them about being refunded that $250. They say no problem, we'll refund you the money and so I give them my address to mail the check.

 

A few days pass. I get a call from the head guy over there and he says that they're not going to refund my $250. I ask why not and he said its because we used that money to move your things from short term storage to long term storage. I asked him why nobody told me about this. He said that I should've known. I told him that there was nothing in my letter, that they requested, that authorized them to use the money for anything but handing my stuff over to another company and that he was foolish to think I'd know they'd charge me to move my stuff from short term to long term storage.

 

Then I ask him about the missing items and the items that aren't mine. He tells me it'll take them months to find my stuff but that he wants to pick up the things that aren't mine tomorrow. I told him that he can't pick anything up until the rest of my items are delivered, that I'm not going to inconvenience the person I gave the things to by making 2 more unnecessary trips because his company screwed up. He says he doesn't care and that he's going to pick the things up tomorrow. I said the same thing back, not until you deliver the rest of my stuff. He says the same thing. Then I tell him I'm going to do whatever the hell I want with the things that aren't mine and throw them out if they become an inconvenience.

 

Then he said he will sue me if he can't pick the things up within the week. I said you can sue me, or you can find the rest of my stuff, bring it here, take the stuff you brought here on your own mistake, and the problem is over. He continues on that it'll take months to find my missing things and that he's going to come and get the stuff that's not mine. Pissed off as I was, I gave him the information to for my lawyer and told him I'm going to throw the things away just so he can have two angry customers and a legal battle at the same time. He hangs up. 20 minutes later he calls back and says that I'm not allowed to call there anymore and that we can only talk through written letters. I went off and said about as many swears as I could think of in 60 seconds. Then he said that I should expect to hear from their lawyers and hung up.

 

Now, I'm not afraid to take this guy on. I don't think he has the balls to do it, but I have the balls to take him on. I didn't do a damn thing wrong. Every mistake was on their end. But I don't want the hassle. Does anyone have any advice to get this thing over with without bringing lawyers in? I'm not going to let him pick up the items unless he gives me my stuff first. I know I'm not getting that $250 back, but it further illustrates what was happening. I've already reported negative comments to the better business bureau but that hardly does any good. I'm in Oregon and won't be in Chicago until Christmas time so I can't get to these guys face to face at the moment.

[G&T]

Do you have any type of contract or receipt that specifies terms and conditions? I'm curious as to what their policies are, if they have any.

[G&T]

Here's some quick information from the internet:

 

Illinois Movers Association

 

IL Attorney General's Office

Resolving Disputes

 

If you and the mover have a dispute regarding either the cost of the move or lost or damaged property, you should try to reach a mutually agreeable settlement with the mover. However, if this is impossible, you may pursue your claim with the assistance of certain governmental agencies. The agency best suited to fit your needs depends on the type of move you completed: a move from one point to another within state lines (an intrastate move), or a move from one state to another (an interstate move).

 

Intrastate Moves

 

For disputes arising from moves occurring completely within the state of Illinois, the Illinois Commerce Commission has a dispute resolution service available for consumers. The Commission will first attempt to mediate the dispute. If no resolution is reached through mediation, you may submit the dispute for binding arbitration. The arbitration service charges a fee and both you and the mover are bound by the arbitrator's decision.

 

Interstate Moves

 

For disputes concerning state-to-state moves, complaints can be referred to the U.S. Department of Transportation, Federal Motor Carrier Safety Administration. The Administration uses an informal mediation process to resolve these types of consumer complaints.

 

The best thing is to contact those government agencies, and see if they can help. Hopefully a phone call from them or information from them can resolve this quickly. Otherwise you will need an attorney if this goes to arbitration.

Edited October 29, 2008 by G&T

[NorthSideSox72]

I moved my things into their storage about six months ago and left Chicago to go to Portland, Oregon. Somewhere in Minneapolis they called me and said that my credit card was declined and that I needed to pay them right away. Since I used my debit card, I called the bank to see if there was any reason behind this. The bank told me the storage company had never tried to bill me. I called them back, repeated what the bank said and they told me, "Oh, we don't accept debit cards." I thought it was ridiculous that they hadn't told me earlier, and they had me send out a money order. Not a big deal. For all the following months, they billed my debit card for storage fees without a problem.

 

Once I got to Oregon, I got a quote for how much it would cost for them move my stuff out here since they're a company that specializes in long distance moves. They quoted me a little over $8,000. I wasn't going to pay that. I got set up with another company to do it. In and Out said they needed a $250 money order to pay to get a 3rd party truck on their lot and to have their movers move my stuff into that 3rd party truck because they don't let anyone move stuff out of storage due to legal issues. Fine. I sent the $250 with a letter, as requested by them, stating that I authorize them to use this money only in the event that I send a third party mover to take my stuff and any waive any liability from their company to the other.

 

A few months pass, I decide it's easier to buy new things and give all that stuff away. A friend wants the stuff, so I pay to have it delivered to them. They deliver the stuff and there are items missing and things that aren't mine. I call them up and tell him that there was a mistake and that they need to deliver the missing items and pick up the things that aren't mine. They say they'll call me back when they find the table. Then I ask them about being refunded that $250. They say no problem, we'll refund you the money and so I give them my address to mail the check.

 

A few days pass. I get a call from the head guy over there and he says that they're not going to refund my $250. I ask why not and he said its because we used that money to move your things from short term storage to long term storage. I asked him why nobody told me about this. He said that I should've known. I told him that there was nothing in my letter, that they requested, that authorized them to use the money for anything but handing my stuff over to another company and that he was foolish to think I'd know they'd charge me to move my stuff from short term to long term storage.

 

Then I ask him about the missing items and the items that aren't mine. He tells me it'll take them months to find my stuff but that he wants to pick up the things that aren't mine tomorrow. I told him that he can't pick anything up until the rest of my items are delivered, that I'm not going to inconvenience the person I gave the things to by making 2 more unnecessary trips because his company screwed up. He says he doesn't care and that he's going to pick the things up tomorrow. I said the same thing back, not until you deliver the rest of my stuff. He says the same thing. Then I tell him I'm going to do whatever the hell I want with the things that aren't mine and throw them out if they become an inconvenience.

 

Then he said he will sue me if he can't pick the things up within the week. I said you can sue me, or you can find the rest of my stuff, bring it here, take the stuff you brought here on your own mistake, and the problem is over. He continues on that it'll take months to find my missing things and that he's going to come and get the stuff that's not mine. Pissed off as I was, I gave him the information to for my lawyer and told him I'm going to throw the things away just so he can have two angry customers and a legal battle at the same time. He hangs up. 20 minutes later he calls back and says that I'm not allowed to call there anymore and that we can only talk through written letters. I went off and said about as many swears as I could think of in 60 seconds. Then he said that I should expect to hear from their lawyers and hung up.

 

Now, I'm not afraid to take this guy on. I don't think he has the balls to do it, but I have the balls to take him on. I didn't do a damn thing wrong. Every mistake was on their end. But I don't want the hassle. Does anyone have any advice to get this thing over with without bringing lawyers in? I'm not going to let him pick up the items unless he gives me my stuff first. I know I'm not getting that $250 back, but it further illustrates what was happening. I've already reported negative comments to the better business bureau but that hardly does any good. I'm in Oregon and won't be in Chicago until Christmas time so I can't get to these guys face to face at the moment.

 

Financially, this is penny ante stuff. I'd take him to small claims court - no need for lawyers there. Sue him in small claims for your $250 plus the cost of the table. When he gets the subpoena, he or his lawyers will probably call you to settle - offer to settle for the amount you are suing for, and you'll let them pick up the other stuff.

 

[mreye]

I may be wrong here, but I would let him pick up the stuff that isn't yours immediately (It's not yours afterall - why inconvenience another innocent party) and then sue him in small claims court for the $250 and your missing items. I think the goodwill will gain you points in the court's eyes.

[RockRaines]

It def not neccesary to pay a lawyer unless he's a friend and he;s charging you basically nothing.

 

This is a product of a company have idiots on the phone and behind desks that do nothing but mess up the process.

[Steve9347]

I may be wrong here, but I would let him pick up the stuff that isn't yours immediately (It's not yours afterall - why inconvenience another innocent party) and then sue him in small claims court for the $250 and your missing items. I think the goodwill will gain you points in the court's eyes.

^^^

[Leonard Zelig]

When you rented the storage unit you signed a contract. You need to read that very carefully and see what you signed before you make any decisions.

 

[Texsox]

I may be wrong here, but I would let him pick up the stuff that isn't yours immediately (It's not yours afterall - why inconvenience another innocent party) and then sue him in small claims court for the $250 and your missing items. I think the goodwill will gain you points in the court's eyes.

 

Not wrong. You are correct.

 

When you rented the storage unit you signed a contract. You need to read that very carefully and see what you signed before you make any decisions.

 

That could tell you everything including venue for any disputes. For example, I had a dispute a long time ago with a well known auto repair chain. The contract I signed stated any conflict resolution would occur in their home state of New York. That really sucked. At the time I was too inexperienced to realize I could have sued in Illinois anyways and forced the court to decide if that was a reasonable clause because the entire transaction was completed in Illinois.

[RockRaines]

I would also file a dispute with the Better Business Bureau, they have been very helpful for me in matters like this.

[NorthSideSox72]

When you rented the storage unit you signed a contract. You need to read that very carefully and see what you signed before you make any decisions.

That's good advice right there.

 

[Texsox]

Is this a moving company that offers short term storage or a self storage facility? It seems it is a moving company that is offering the short term storage with the expectation they would be doing the long distance move. I'm basinig this on the fact that some items were mixed together and the not taking a debit card.

[BobDylan]

When you rented the storage unit you signed a contract. You need to read that very carefully and see what you signed before you make any decisions.

 

On what I signed, there are no terms of service. When I requested they mail me this and anything else regarding legal manners, they refused to send me anything and said that I should already have it.

[NorthSideSox72]

On what I signed, there are no terms of service. When I requested they mail me this and anything else regarding legal manners, they refused to send me anything and said that I should already have it.

Does the contract refer to an external terms of service? Or just not mention them at all?

 

[BobDylan]

Is this a moving company that offers short term storage or a self storage facility? It seems it is a moving company that is offering the short term storage with the expectation they would be doing the long distance move. I'm basinig this on the fact that some items were mixed together and the not taking a debit card.

 

They do everything. When I set up for them to store my stuff I told them, originally, to put it in long term storage because I wasn't sure how long I'd keep it in there. After they quoted me the price to move it to Oregon, I was very clear that I would hire another company to move it or look into other options. This place does not keep very good records, or they just like to bull s***. Every time I call, they ask for my phone number and say they never had it so they've not been able to call me back regarding any matters. About two months into storage, my credit card expired so I gave them a new number. Every month since they called me and told me my card was expired, to which I'd wait on hold for 45 minutes until they realized and found that I had already given them another number.

 

As far as people saying I should let the storage company pick up the stuff that isn't mine, I've told them to give my number to the owners to call me when they notice they have missing things. I'll have the stuff delivered myself. I just want to be a pain in the ass for these people right now.

[BobDylan]

Does the contract refer to an external terms of service? Or just not mention them at all?

 

Nothing. In fact, of the many things I signed, the only thing they gave me to keep was a pay stub.

[Texsox]

They do everything. When I set up for them to store my stuff I told them, originally, to put it in long term storage because I wasn't sure how long I'd keep it in there. After they quoted me the price to move it to Oregon, I was very clear that I would hire another company to move it or look into other options. This place does not keep very good records, or they just like to bull s***. Every time I call, they ask for my phone number and say they never had it so they've not been able to call me back regarding any matters. About two months into storage, my credit card expired so I gave them a new number. Every month since they called me and told me my card was expired, to which I'd wait on hold for 45 minutes until they realized and found that I had already given them another number.

 

As far as people saying I should let the storage company pick up the stuff that isn't mine, I've told them to give my number to the owners to call me when they notice they have missing things. I'll have the stuff delivered myself. I just want to be a pain in the ass for these people right now.

 

While it probably feels good to keep someone's property, are you accepting responsibility if something happens to that person's stuff? If it is damaged or stolen while you have it, wouldn't you be responsible? You know it isn't yours and you are not returning it. Sounds like you are opening yourself up to some trouble that wouuld just make it worse.

 

Were you items kept in their own storage unit, or in a large warehouse operation?

[BobDylan]

While it probably feels good to keep someone's property, are you accepting responsibility if something happens to that person's stuff? If it is damaged or stolen while you have it, wouldn't you be responsible? You know it isn't yours and you are not returning it. Sounds like you are opening yourself up to some trouble that wouuld just make it worse.

 

Were you items kept in their own storage unit, or in a large warehouse operation?

 

In their own storage unit.

 

As far as the items I have that I don't own, I'm being totally unreasonable. However, the company doesn't know what items I have or whose they are. I plan to hold these items until they at least show a willingness to cooperate and not run with my money and my things. Whether I'll be held responsible if I damage them, I doubt it. I'd like to see them prove it. Those items technically should still be in storage for those customers. They aren't. They're in some strangers house while the company is under contractual obligation to them. For whose people's stuff I have, I'm being an asshole holding it. But until I get the ball rolling on some of the things people have told me to do in this thread, I'm going to be as big a dick as possible. Unless, of course, anyone on this board is missing a box of books, a box of vinyl records and a box of baby clothes. I'll be happy to hand them over in that case. But if not, not until they're willing to cooperate.

[Texsox]

In their own storage unit.

 

As far as the items I have that I don't own, I'm being totally unreasonable. However, the company doesn't know what items I have or whose they are. I plan to hold these items until they at least show a willingness to cooperate and not run with my money and my things. Whether I'll be held responsible if I damage them, I doubt it. I'd like to see them prove it. Those items technically should still be in storage for those customers. They aren't. They're in some strangers house while the company is under contractual obligation to them. For whose people's stuff I have, I'm being an asshole holding it. But until I get the ball rolling on some of the things people have told me to do in this thread, I'm going to be as big a dick as possible. Unless, of course, anyone on this board is missing a box of books, a box of vinyl records and a box of baby clothes. I'll be happy to hand them over in that case. But if not, not until they're willing to cooperate.

 

If they were in their on storage unit, I wonder how they got mixed. The movers like that usually mark off space on their warehouse floor and that's why sometimes stuff gets mixed.

 

My ex is missing an irreplaceable family painting and a couple other things from her move. Since the moving company doesn't know what you have, they would never match it up to the actual owner. I guess it's too bad if that person does come in looking for them. I'm picturing someone in the same spot as you, keeping your stuff until the moving company cooperates. Maybe having a garage sale.

 

First step is finding out what you signed.

[G&T]

If you don't have any contract in your possession, I recommend that you call the people that I posted earlier in the thread. Much of the terms might be boilerplate or there might be state wide standards, or they might have copies of contracts on file, or they might know the companies usual policies.

[Steff]

If they were in their on storage unit, I wonder how they got mixed. The movers like that usually mark off space on their warehouse floor and that's why sometimes stuff gets mixed.

 

My ex is missing an irreplaceable family painting and a couple other things from her move. Since the moving company doesn't know what you have, they would never match it up to the actual owner. I guess it's too bad if that person does come in looking for them. I'm picturing someone in the same spot as you, keeping your stuff until the moving company cooperates. Maybe having a garage sale.

 

First step is finding out what you signed.

 

 

In all honesty, most don't. They may tell you they do, it may be in a contract, they may even show you a nice little area of their warehouse as an example, but they don't. If you have a need to store items either store them yourself or hire a company that does store them individually in a designated trailer. It's not that much more expensive and then you are 100% guaranteed that your things will not be stored with others.

 

Also, any moving company worth a hill of beans sure does know what you have. They take an inventory both at quote and on moving day, and if they don't, fire them.

 

Also BD Jim told me to ask you to check on insurance. He's guessing you didn't buy any additional but in Illinois there is a standard policy upon contract signing for Bekins, North American, Allied, etc.. so hopefully that company has the same.

[Texsox]

In all honesty, most don't. They may tell you they do, it may be in a contract, they may even show you a nice little area of their warehouse as an example, but they don't. If you have a need to store items either store them yourself or hire a company that does store them individually in a designated trailer. It's not that much more expensive and then you are 100% guaranteed that your things will not be stored with others.

 

Also, any moving company worth a hill of beans sure does know what you have. They take an inventory both at quote and on moving day, and if they don't, fire them.

 

Also BD Jim told me to ask you to check on insurance. He's guessing you didn't buy any additional but in Illinois there is a standard policy upon contract signing for Bekins, North American, Allied, etc.. so hopefully that company has the same.

 

Yeah, I kind of knew that. Plus the help likes to help themselves to a comfortable place to sleep, which could be your couch. He thought his stuff was in a separated unit, but that would make it highly unlikely for him to receive some other person's stuff.

 

He is thinking they don't know the items that were delivered by mistake that belong to another customer that a third party moved.

[Steff]

Yeah, I kind of knew that. Plus the help likes to help themselves to a comfortable place to sleep, which could be your couch. He thought his stuff was in a separated unit, but that would make it highly unlikely for him to receive some other person's stuff.

 

He is thinking they don't know the items that were delivered by mistake that belong to another customer that a third party moved.

 

 

I sent him a PM with some of Jim's advice. Ironically his "being a dick" stance is the right thing to do in this case in Jim's opinion. If anyone would know it would be him, IMO.

[Texsox]

I sent him a PM with some of Jim's advice. Ironically his "being a dick" stance is the right thing to do in this case in Jim's opinion. If anyone would know it would be him, IMO.

 

When I moved here 15 years ago, Bekins was perfect. We had a full service pack and move and all but one item arrived perfectly. Professional from quote to finish. When my ex moved back to Mundelein in August, Bekins has been a nightmare for her. They were ten days late, there are missing and broken item. So I can sense how frustrated he must be. After 20+ years in sales management I recognize thyat the biggest problem here is communication. He doesn't have the contract and they don't seem to be interested in listening to him. This should have been solved in less than an hour and for less cost and aggravation they have now.

[Steff]

The biggest problem is that they don't care. They are counting on him shutting up with the threat of them suing him. That's what they do these days. They are lucky to be making 10% on moves today where 2 years ago they were making 40%. Every customer they get to just go away is a bonus. Sadly, most do.