Keystone Moving Group LLC

Reviews

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1. C

   C G.

   Source: MoveAdvisor · Joppa, MD to Lowville, NY

   10 Jan 20222-bedroomPaid $7,733

   FRAUD & SCAMMERS - BEWARE!!

   Keystone is a BROKER for a moving company in NJ - Express Movers Services Inc. who showed up to do my move in a repainted, rickety old truck. I wasn't ready and asked if we could delay it a week (I would have paid for gas/manpower for the day they came) - I was told no by the supervisor, Anthony as he would be on vacation. The crew proceeded to take my objects out of the house and decided on repacking all of my art - oil painting, etc. - which was already packed professionally in boxes. I had no knowledge of this until Anthony said to me "You have some nice paintings" to which I was very surprised. They explained that the shocks on the truck weren't good and they didn't want anything breaking. They proceeded to do this with other objects as well - wrapping them in layers and layers of cardboard till they were twice the size. I was trying to concentrate inside so I really didn't have a chance to see what they were doing outside. Anthony spoke to the movers in a foreign language that I couldn't understand, so I had no idea what he was telling them. I had the truck packed so my oriental, room-sized rugs were last on the truck so they would be first out before the furniture. I ended up paying over DOUBLE what I was quoted because more space was taken up in the truck then estimated and also had to pay $900 EXTRA on top of that for extra tape & boxes!!! When the truck arrived in NY, it was different - not the same truck or movers. It was also packed backwards from when picked up in MD. The movers explained that everything had been taken out and then repacked as they needed the original truck for another job. I was never told that this scenario would occur. Of course, now all of the floor rugs were at the back of the truck. When everything finally was moved, my sister asked if they could help us put the rugs down in the already full rooms. They replied they weren't going to move all of the boxes & furniture to put rugs down - we would have to do that. REALLY? Consequently, as I have still been unpacking boxes all this time, I have found large boxes filled with nothing but moving blankets and filler. The layers and layers of boxes used has also been a joke. These movers (Express Movers Services Inc. of N. Bergen NJ) are crooks. They bulk up items to take up more space and use more materials then needed for the same reason. I called Keystone to complain and of course, nothing was done as they do a large business with Express Movers Services and will always take their word over the customer. STEER CLEAR OF THEM - the moving companies they work with are not REPUTABLE nor on the level. YOU WILL GET RIPPED OFF on way or another. Keystone just wants the kickback they get for recommending the movers - they don't care either. If I could give NO STARS or Minus for my review, I would. PS - Some of my paintings frames were RUINED due to THEIR repacking of them into larger boxes to take up more space.

2. K

   Kelly B.

   Source: MoveAdvisor · Phoenix, AZ

   4 Dec 20213-bedroomPaid $20,000

   DO NOT USE- COMPANY ARE SCAMMERS

   I left a lengthy review on Google awhile back. However, I thought I would just post a reminder to those out there DO NOT USE THIS COMPANY. SCAMMERS. In addition to their good friend Eyad from United Movers out of Jersey they sub-contracted to do the half ass packing & loading/delivery. Never did get a resolution on some sort of partial refund on my deposit after our HORRIBLE experience. Then Christina has the nerve to say please take pity we have had some deaths in our family. That had nothing to do with my move at the time. Only after I left a negative review later on. I repeat DO NOT USE. SCAMMERS.

3. A

   Annette B.

   Source: MoveAdvisor · Rochester, NY to Leland, NC

   3 Aug 20213-bedroomPaid $67,400

   DO NOT USE KEYSTONE

   When we originally worked with Keystone to set up our move they were awesome and so caring. That was March 2021. Fast forward to July 2021 when our mother fell ill and went into hospice. I called Keystone to cancel our move and see if there was any way to get our deposit back (or any part of it) as we now had unexpected bills we had to pay. While trying to get a hold of them it was almost impossible. When I did finally reach someone he was VERY sympathetic and caring and said the guy we needed was Sam and he was on vacation but returning calls. I called back every 3-4 days as I never received a call from Sam. Every time I called nobody knew who Sam was until they pulled up my account. Apparently, Sam is a code name. I finally called again and got a CS rep that told me Keystone was "in transition" and that was why there was nobody to talk to but that he could reach out to Sam to call me back. I asked for a cancellation email every time I called and never received one. Finally "Sam" called me back and was very cold and uncaring. I explained the situation and hoped he could work with us on the deposit. He coldly told me no. He could care less what was going on. There was no empathy or concern only concerned about his bottom line. I hope people read all these reviews and it costs him more than $2000 I lost out on. I realize it says it is a non-refundable deposit, but most companies right now during a pandemic will work with you at least a little bit. The most he would do is hold it towards another move. That doesn't help us right now. The part that bothered me most was how uncaring and un-empathetic "sam" was. He said his concern was for the business, well I hope your decision costs you at least 1 job because then it will affect your business. Keystone is being bought out or restructured so be wary. They only care about their bottom line and everyone tells a different story

4. H

   Holly C.

   Source: MoveAdvisor · Minneapolis, MN to Galveston, TX

   15 Jul 20212-bedroomPaid $5,300

   WARNING RUUUUUNNNNNN

   WARNING!!!!! RUNNNNN!!!! I know that seems dramatic, but believe me when I tell you it is NOT! As so many say here, Keystone is not a moving company. They do nothing but paperwork and hire another company. Save yourself the headache as they lie to you at EVERY turn. You will pay WAY more than they say. They do not hire top rated companies or even ones that are licensed. The people that show up to move you will be late, and not by hours, by days. And you may NEVER get your belongings. They were even on the news. That voice is “Christina’s” or at least that is what she told us her name is. https://fox40.com/news/local-news/roseville-family-says-moving-company-demanded-more-money-from-them-before-damaging-property/?fbclid=IwAR00x5TtouSdzzMxovpWtybQSTbACrghjFwlltwM0k1vWxSAejrToIo7epY Now I will tell you our story. My family and I were moving from Minnesota to Texas. With two full time jobs and a child, we wanted to save ourselves the pain of loading and unloading a truck so we hired a “moving company” Keystone. Our pick up date was to be March 4th. No one showed. They promised another company the next day. They showed at 10pm with less than ¼ of a truck when we told them we would need a 26 foot truck. They try to tack on an additional $5000.00. I blindly agree, because I am now in a home I no longer own. The next day, that did not show. Finally after hours of tears and phone calls we get a different company to come and I am out over $1000.00 in hotel fees and cleaning company fees which Keystone agrees to reimburse me and still has not. The new company shows up late with 2 guys to load a 26 foot truck. This is when I am told I need to pay $1000.00 of the money I owe in cash. I go to the bank and when I come back there are about 10 crack heads in my house, garage and yard. They broke the front door, ended up damaging walls, floors and my smoker. Plus I later found out one of them ripped the emblem off my Chrysler. The police had to be called because the ratchet woman (her words not mine) made such a scene in the street about her pay. UGH! From here our belongings were to be stored in a temperature controlled storage unit for 1 month and brought to Texas on April 8th. When they had picked up my belongings “Ericka”(she used an alias- can you say shady) told me I only needed to give her a two week notice of the exact date when we needed our belongings delivered. I called her 3 weeks beforehand to tell her of the need for it to be delivered on the 8th. On April 7th I called to see about what time our belongings would be delivered……...that is when things got BAD!!!!! I was yelled at, told I misunderstood. That, that was the “first day they could possibly deliver it” Sure enough, it's in the fine print. After the up to 14 business days, we call again. This is when they try to give us the runaround. We called every day for over a month trying to get our belongings. They stopped answering our calls, our emails and texts…..both companies disappeared with our belongings off the face of the planet. Today is July 15th…...we moved into our home April 8th and they STILL have not delivered our belongings. DO NOT HIRE THIS COMPANY!! Christina or the “owner of Keystone” will come on here and respond with something like “We no longer do business with that company.” Or other nonsense, but the fact of the matter is that we have paid $5,300.00 and they still have not delivered our belongings and Keystone has done NOTHING to help us. Everything I own is gone and they do not care. They tell me I signed something with the actual moving company. They signed the document Eian 123……. Doubt that’s legal. Hey lawyers who are reading this, find me on Facebook if you want an open shut case that you will win. Holly Carson

5. S

   Susan K.

   Source: MoveAdvisor · Marietta, PA

   15 Jul 20212-bedroomPaid $2,000

   All of belongings have been stolen....

   Keystone Moving Group is a broker that sold my moving estimate to Honeybee Logistics in California. The movers from Honeybee Logistics showed up at my house on 6/13/21 and loaded my things into a Penske moving truck, telling me this was temporary, and they would take my items to a loading facility and then load them onto a larger truck. On 6/29/21, after I had not heard a word from anyone @Honeybee Logistics, I called the company and talked to Hannah - she told me that they would be loading my items onto a larger truck on either Thursday or Friday (July 1 or 2) of that week, and that she would be calling me with an ETA of when they would be delivered. I NEVER received a phone call from her. I have been trying to call Hannah everyday- she does not answer her phone and her voice message is full and not receiving messages. It is like Honeybee Logistics has disappeared into thin air! It has been over 30 days now since my things were picked up. I have also been trying to call Keystone Moving Group and it goes to voice mail every time. I have left over 10 messages and have yet to have someone call me! My furniture and personal belongings have been STOLEN!!!! I am a grieving mother! I lost my son last year and had photographs of him on that truck, and now they are gone!!! JUST GONE!!! NO ONE TO CONTACT FOR ANSWERS!!! I am already devastated and now they have stolen my only memories of my son!!! DESPICABLE! And I had to pay a deposit of $1200. Monetarily, they have stolen around $11,000 from me. I DO NOT UNDERSTAND WHY SOMEONE FROM KEYSTONE CANNOT CALL ME BACK AND EXPLAIN TO ME WHERE HONEYBEE LOGISITICS HAS GONE AND WHY HAVE THEY STOLEN MY BELONGINGS??? STAY VERY FAR AWAY FROM THIS COMPANY!!!! THEY ARE A TOTAL SCAM!!!! Susan K

6. B

   Ben C.

   Source: MoveAdvisor · Minneapolis, MN to Galveston, TX

   5 May 20212-bedroomPaid $6,000

   Poor communication skills at best

   Horrible company to work with. They were 4 days late on picking up our house, causing us fees. They have now had our stuff for 2 months with no sign of delivery. They give zero updates, the owner “Christina” has yelled and swore and me and my wife, not very professional. They have all of my sons documents so he cant even be enrolled into school, he’s 7, and cant go to school. Not only that but they dont even follow how they say their company is going to pack larger items, my 2 motorcycles should have been packed into crates, nope, I’m sure they will be dented and scratched when I get them back. When confronted about their poor communication skills they claim their responses to reviews on other sites count as communication. Whatever

   Response from Keystone Moving Group LLC

   Mr. Carson please stop lying on me I have never Swore or Yelled at you or your wife because I do not swear. Why would you do this because you want your items. We are working on this for you and you have left reviews on every site. We understand your upset and want your belongings. We are apologetic to the situation but I know my team is doing their best to stay on top of the carrier for your delivery. Lets talk about the pickup yes we had a carrier out there and it was late, so I sent them away and I promptly got another carrier on your job and had you out the house before 1pm that day. We also compensated you $1000 for this delay and our mistake. Again you were to be in storage for 60 days waiting until 3 weeks later after your pickup and demanding your delivery by 4/8 and we explained numerous time this will be the date your items are prepared for the delivery not the date you will be delivered, they have 21 business days not including holidays or weekends, all the trucks are in route and they have to wait till they come back in. The crating of your scooters/ motorcycle/ 2 wheel vehicle (1SCOOTER (NOT INCLUDING CRATE) that is on the inventory you and your wife provided to us, motorcycles is not listed on the inventory your wife provided because it is not a household good but we agreed to take the 1 scooter she put on the list. Also the carriers ask your wife Holly to crate the scooters/motorcycle/ 2- wheel vehicles and it would cost extra because in terms they were not scooters and were motorcycles so if we would have known this then of course we would have put it on the estimate as such and charged for the crating. At the time your wife Holly did not want to pay for the crating of your motorcycles/scooters/2 wheel vehicles. We can not have trucks just on standby for when the customer says I am ready, the trucks are always moving no matter what and in this case there were a couple of delays due to waiting on a truck to return from its route, vaccine for drivers for in which drivers got sick, something that is completely out of our hands. We want your items to get to you as soon as possible as well, but doing this is not going to make it move any faster. All we can do is update you when we have information regarding the eta. If you would like the paperwork that is sign I will be happy to forward where the first available delivery date is 5/5 and technically they can go by that first available delivery date being that is the date your wife put on the paperwork and signed for. We are trying to get this out to you as soon as possible. We do apologize and we are working on this. Top right hand corner of paperwork with the order number, pickup date, and 1st available delivery date. So please just let us continue to work on this for you. Thank you and have a blessed day. Talk to you soon via text or email. Ben & Holly Carson EW6176538 order number 03/06/2021 pickup date late pickup 05/05/2021 1st available delivery date. Mrs. Holly also signed all paperwork Digitally they would not have loaded you until that paperwork is signed. Erica is getting everything worked out. Again we apologize for this inconvenience this has caused you and your family, we are praying you get delivered soon as possible. We are upset as well and we are working on this.....

7. R

   Raymond D.

   Source: MoveAdvisor · Oakdale, CA to Mesa, AZ

   20 Apr 20214-bedroomPaid $7,000

   Do your research!! Don’t get hustled!!

   Talking to Frank about the move was ok. I have to admit he hooked me about showing me no negative reviews, but doing some more research I found out there are multiple people in the same situation. I told him everything I had and the cost was going to be about 4K. Come to find out once they got my deposit of 1200 they handed me off to Bernard. I went in to GREAT detail about what I had and then looked at the inventory HE took and it was completely off. A four bedroom home that only utilizes 60 medium boxes and that was all he had in there, not to mention a bunk bed with a trundle, so that means 3 twin size mattresses. I couldn’t stress this enough, so he called me back an hour or so later after going in to great detail with him what I had, another $1200ish. So I paid him. The. The moving day came. I was told Saturday at 0900. Nothing. Then 1200. Nothing. Then I get a call at 1pm saying they are having truck problems, which I understand and was told that they would be there on Sunday around noon. Finally at 3 pm 1 guy shows up. Then an hour later another guy shows up finally got the whole house packed up by 10pm. With my wife and 3 children waiting. Me expecting maybe another 1200 I was charged $2800. Ok so I asked what the balance was left and I was told that I would have to pay about $1000. Ok cool. Well now I have to pay another $1800 when they deliver it. I’m in it close to $7000 when I could have done all the work myself and still have less the headache. But I am sure that it’ll be me that doesn’t know anything about moving ( even though I’ve had multiple military moves)It’s not even about the money, it’s the fact that I got hustled. And I got a discount too because I am retired military. I will never use this company again. I would rather pay the 10k and use a more established company who outsourced their help through a temp agency. Complete garbage. P6761789

   Response from Keystone Moving Group LLC

   We did speak regarding the review you posted and I explained to you that I would listen to all regarding and speak to dispatch to re-measure your load prior to loading your items for delivery. The dispatch did re-measure the load for us and it was actually 235 cf more but they only charged for 226cf more at the time of pickup. I also explained I would listen to the recording between yourself and Bernard during the quality assurance call. It did take me three days to listen to. First and foremost I would like to apologize for him eating on the phone with you during this call. I did hear that and I explained to him he can not do that with any customer. He apologized. Bernard did go over your inventory with you several times and also mention the items to you that you took off such as a twin mattress, air compressor, computer desk, desk chair, paint rig, sawhorse, and etc. You did add a large freezer, hall tree, 6 lrg totes, 15 med totes, 3 sm totes, footboard and etc. What we provide is an estimate and we try to be as close to the amount that your move will be. Unfortunately we are not there at the site for pickup, but the carrier does send us pictures of the truck once loaded and like I mentioned before that I did have them re-measure your load and it was a little over than the cubic feet you were charged for. Also the loading of the truck depends on if they can stack certain items on top of other items, example your piano they can not stack anything on it, to prevent damages.So therefore there is dead space on the truck which is going to lead to more space used for other items. We do apologize that the carrier was a day late in picking you up due to some delays on the road, but they did compensate you for $250 for the delay and another $90.40 for the overages. I am truly grateful for them for doing that to service your move. I know at this time you were delivered but if there is anything else we can do for you and your family please let us know. We do our best to be upfront with the customers and to explain everything in details as well. We pray you and your family enjoy your new home and be safe and God's Blessings to you all.

8. S

   Sally P.

   Source: MoveAdvisor · Lake Havasu City, AZ to Nashville, TN

   19 Apr 20213-bedroomPaid $9,000

   DO NOT USE THIS COMPANY!!

   Worst experience!! They grossly underestimate your quote and not tell you initially they are a broker! They use movers who sub out the move. When third party movers arrived, we ended up paying thousands over original quote. When delivery finally showed up, they were late from original time frame and was forced to sign Bill of lading and pay prior to off loading items. Multiple pieces of furniture were broken beyond repair. I had half of my shipment missing and was told another truck was coming in an hour. They did not! 2 weeks later received partial items again and more broken and missing furniture parts! Do not go with this company! Scammers!

   Response from Keystone Moving Group LLC

   Sally, some of your accusations are incorrect. First and foremost I have been in contact with you through all this and I am still trying to be here for you during this time and let you know that we will do what we can on our end once the claims is filed with the carrier. You said we never mention we were brokers, this let me know you did not read over your paperwork and emails. You were not underestimated with us, you had more items. I know your upset and I understand the reason, but like I have told you in all emails you have to file a claim. Yes I was upset that they delivered your items in two parts too. We stayed on top of that for you as well. You were picked up on 3/20 and you did not call about them charging you more or anything because you had more items and used more space on the truck. The next time we heard from you 3/23/2021 regarding your delivery, where you then said "I will call every day until I get an update", I told you that is fine and do not be upset if I don`t have an update for you. Not one time was it mention about the overages at pickup and what we provide to the customers is exactly that, an estimate. So you started with 1220 cf and you went up 250cf at the same price per cubic feet $5.00. With us you had 113 pieces and once the carrier loaded it was a total of 182 pieces that about 69 more pieces than you provided to us. This will increase your price and the space used on the truck. According to DOT and FMCSA you are to pay and sign prior to loading and unloading. You did not call the day of delivery until after the carriers have left and I spoke with you. That is how we knew you only had half your items and I was upset with this as well. I asked you why you did not call me while the carrier was there so I could address the situation while they were there at the location. On 4/17 your other items were delivered damaged which I do understand I would be upset as well, but I also informed you that the carrier is responsible for the damages and you have to file the claim. Once they gave you a settlement, I stated to you that I would check on my end to see what we can do but no guarantees. Now I am replying to your review when you have not gave me the chance to speak to upper management in details about everything and to see what they can get out of the carrier. We have not washed our hands with your situation, we are just holding the carriers responsible for not caring for your items and not doing a good job on your move. We have not had a problem with this carrier before but I will not be using them after this situation and I will still do my best to help you in regards to this review. CLAIMS: Keystone Moving Group, LLC, as an interstate broker is not responsible for any acts or omissions of the moving company or its employees or agents. Customer agrees to exclusively pursue the moving company directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 9 months of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indications must specify each item damaged at the time of delivery. TERMS: As properly licensed interstate broker, Keystone Moving Group, LLC, is not a motor carrier and will not transport or handle in any way an individual shipper’s household goods, but will coordinate and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its own published tariff. Thank you for the feedback and God bless you and your family.

9. K

   Kam C.

   Source: MoveAdvisor · Webster, MA to Surprise, AZ

   16 Feb 20212-bedroomPaid $5,000

   Not professional and over priced.

   Came two days after I requested. I requested the Truck between the 25th-29th. Told me at first it would be 2,800 for a 1-2 bd apartment. Then told me it would be 4,100 three days before the move due to ACTUALLY having boxes since I RSVP this truck four months before moving. Obviously I wasn’t going to know how many boxes I would have. THEN told me the day they got my stuff was 5K. Told me I would pay in thirds, (day I RSVP the truck, day they arrived and then the day they drop everything off) yet made me pay the rest through VENMO to a personal account the day they picked my stuff up. Said my stuff would be there in under two weeks. Got my stuff over a week after the drop off time and then left all the trash on the front porch. When I called to ask where the driver was, they txt me the drivers number and told me to ask him myself. That isn’t my responsibility. I shouldn’t have to call the driver myself. It’s your business with my stuff.

   Response from Keystone Moving Group LLC

   We at Keystone understand the customer's frustration and why the customer may be upset. The customer did first booked this job on 10/24/2020 their pickup dates were between 1/25-1/29 we ask the customers please do not make any travel plans for those dates on the verification call. The carrier arrived on 1/27 to service the move for the customer. The original estimate was quoted at the price for 344cf which was $2848. We understand that the customer did not have all the inventory at the time of the initial call so that is why we do the Quality Assurance call to go over the inventory once again before the pickup. At any time the customer could have called us to adjust the inventory earlier if needed to. We did not know if we were loading the boxes or if they were going to take the boxes themselves at this time. Some customers do decide to take the boxes themselves and we just load the bigger furniture, so we do apologize for not knowing the box count for the customer. During the Quality Assurance call being that the customer added the boxes at this time this in fact increased the price of the move. The customer did go from 344cf to 514cf which is a 170cf increase at $7.00 per cf. Yes the new estimate was $4327.81 for the additional space on the truck. At the time the customer agreed to the changes and signed the estimate for the new price. Keystone did not collect any more money from the customer. Once the carrier arrived on 1/27 they gave the customer a worse case scenario of 700 cf, customer had between 600- 650 cf and was charged accordingly for the space they used on the truck. We give the customer the closes estimate based off the inventory that is provided by the customer. On the day of the pickup we were available I spoke to the foreman throughout the pickup and he let me know about the overages and there were no complaints from the customer at this time, regarding the payment at the time of pickup the foreman suggested that she can pay Venmo, which is one of the options of the pickup payment Cash, Postal Money Order, Zelle, Venmo, Cashier's Check or Wire Transfer, the customer did a wire transfer instead and the carrier received it on 2/3/2021. Regarding Delivery ETA, please understand in all our emails we send out to the customer that the pickup and delivery dates are estimated dates. The customer was going 2700 miles, by DOT laws and regulations the carrier has up to 21-30 business days to deliver a customer, but they do try to get the deliveries out as soon as possible. We do provide the customer with the driver number most of the time due to the fact he will have a better eta for your delivery than we will have. The customer was picked up on 1/27 and delivered on I believe on 2/12 or 2/13 which was 12 business day not even two weeks, this is great with the mileages it was going. We again apologize for the delay of delivery as well to the customer. We are striving to be a better company and will take all that was stated into consideration and improve. We wish that the customer would have reached out with more details while the move was in progress so we could have addressed the situation accordingly. We thank you for your feedback and pray that you and your family are safe in your new home.

10. K

    Kristen D.

    Source: MoveAdvisor · Norwalk, CT to Arlington, VA

    7 Feb 20211-bedroomPaid $7,506

    Inaccurate Quote

    I do not recommend this company. They quoted me a very low amount which made it attractive to book. A week before the move the quality assurance increases it by $1K. Then the movers get there and charge me $3K more then that. Over all move cost me over $7K. Then after major issues with the mover they promised a paperwork review and that never happened. They stopped answering my calls.

    Response from Keystone Moving Group LLC

    It was a pleasure working with Ms. Depaul. We truly did our best to make sure her move went smoothly as possible. Everything she requested we made sure she had for her apartment complexes and the only may concern at the time was the delivery and the reservation of the elevator for her new complex. She was upset about the delivery and the guys did arrive the following day on Sunday, we apologized for that delayed. We did look over your paperwork again and did not find any discrepancies, but would like to remind the customer that our quotes are just estimates. We do our best to give an estimate that is cost sufficient to the customers move with the information the customer provides the company. The move went from 64 pieces to over 90 pieces, this also increased the packing cost. This is a significant change in the cubic feet and in the price. At the time of pickup the customer is explained in detail the changes before signing or loading of any items, at this time we did not receive any information from the customer that she was upset with the increase, but the foreman called me to inform me of the increase and I did tell the customer I would check the paperwork to see if there are any discrepancies at all. Our company do provide a quality assurance call 3 to 4 days before the initial move date to reassure that everything the customer is taking on the truck is accounted for before being loaded. The quality assurance did increase from 23 pieces to 64 pieces which was 41 more items. yes the price did increase due to the cubic feet going up 223cf. We do understand the customers statement, but we went by the information that was given to us. We did review the paperwork and there were no discrepancies. We do not intentionally miss or ignore any calls from the customer. I do make it my duty to answer every call or to email. If I missed a call I will return the call to the customer as soon as possible. We do apologize if I missed your call and did not return it, we try to keep open communication with all our customers. We apologize. I will review the paperwork again for the customer to make sure there are no discrepancies. We do thank the customer for the feedback and will work on these issues and improve as a company, we want the customers to be satisfied. Thank you again and have a blessed and prosperous week and enjoy your new home.