Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent an estimate of $3321.00 four weeks prior to the moving date, plus I paid a deposit of $189.00. I worked with Tim Johnson, listed as the Move Coordinator. Over the next couple of days, when trying to call back to ask questions about the upcoming move, *** ********* number would hang up immediately without even ringing. I was instructed to expect the movers between 7 am and 8 am on the morning of the move. I fully expected to be there assisting them with the majority of the work as I had everything that needed to be packed in boxes and ready to go. However, I needed to leave by 10:30 to be present for service hookups. The movers did not show up and *** ******* was unreachable, the number hanging up immediately as before. The movers did not arrive at all while we were home and I passed the driver coming into the neighborhood at 11 am. We were told the move would take one day prior to the moving date, but we were contacted that evening and told that the movers would not be getting to the house (it was about 4 hours drive) until the following day. Consequently, my daughter and I got a hotel for the night. While unpacking the next day, the movers entered into a vehement argument with each other. Shortly thereafter, I was sent a bill for nearly $8,800. I balked at this and I was able to negotiate down to $6,500, but on top of that I still paid $750 in tips directly to the movers (this amount was included in the $8,800 bill). In order to prevent them from dragging this out to a 3rd day and being charged more (it was already late evening), I jumped in and began carrying boxes and furniture into the house. They did not hook up the washer dryer as I was told they would, red clay was tracked all over the carpet, and they had wrapped every single thing that was not boxed in the house in inordinate amounts of green cellophane that was nearly impossible to remove. These things included empty suitcases and metal stands. We were billed for these extra materials.

  Business response

  08/08/2022

  We understand that *** **** was not happy with the bill being more then the quote and we took almost 2 grand off of the bill to try to make things better as far as the wrapping of furniture that is our policy everything gets wrapped from top to bottom so there is no damage to customers furniture we do have a property waiver that could have been signed and the crew on the job wouldn't have wrapped the items that *** **** did not want wrapped. Also *** **** disputed the CC charge of the full amount of the bill so we are currently waiting decision on that. We have apologized to *** **** about the inaccurate estimate and have tried to make things better with the customer but he has already left us multiple negative reviews and disputed the charge for the move. He also tipped the crew on the job so I believe he has gotten a quality move cause there has not been a single claim of damage from the customer.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They told me they would do the job correctly and that I did not need to purchase additional insurance. They did not properly transport an $1200.00, 65 inch LED TV, and now wants to reimburse me $37.00 for my broken TV. What a joke! Owner refuses to talk to me. They did not use a TV box as their competitors said should have been used. Additional insurance is for damages, not for pure negligence. When I called I was told to get an estimate and they would repair or replace. Made me get an estimate for 50.00 and now refuses to do the right thing. I am out a 1200 TV and 50.00 for an estimate.

  Business response

  03/22/2022

  Unfortunately Miss. ***** signed to not purchase additional insurance on her move so the payment for claims is $0.60 per pound which looking at the make and model of the tv with stand weighs 62lbs so payment would be $37.00 for the tv. Also Miss. ***** signed a form that clearly states that there was no damage to the property or the house hold goods before the crew left she called 2 days after the move to state the tv has a line in the screen with no physical damage and believe the movers damaged it but there was no damage done to the screen or outside of the tv at all.

  Customer response

  03/23/2022

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The movers told me I did not need additional insurance because they would do the move correctly.  They did not.  They did not use a box for my TV.  I called several companies and was told if you put a 65 inch LED TV in a moving truck and not supported in a box, it will jiggle and mess up the TV.  They used 1 moving blanket and stretch wrap.  THEY WERE NEGLIGENT AND DID NOT FOLLOW PROPER PROCEDURE FOR MOVING THE TV.   Insurance is for damages not PURE NEGLIGENCE. I called as soon as the TV was hooked up.  They took 1.5 hours to drive my belongings to my residence which should not have taken that long.  Not sure where they were 1.5 hours with my belongings.  I left 10 min before them and waited and even called asking where my belongings were.  The day I called I was told to get an estimate and they would REPAIR OR REPLACE. I called again before I paid for an estimate to confirm they were going to repair or replace.   I spent 50.00 on an estimate and now they only want to give me 37.00 for a 1200.00 TV!!!!!!!!!!!!   I even told them the repair was 1441.00, TV as 1200.00, and that I could probably get a comparable one for around 800.00.  I am not looking to take advantage of you, I am looking for a TV that is comparable to the one you MISHANDLED.    Why was I told it would be repaired or replaced??????  Why was I told to get an estimate that cost me 50.00???????   Why was not expensive TV not handled properly??????  Why was a box not used to PROTECT my 65 in TV??????   Call your competitors and ask how they would move a 65 in LED  TV!!!!!!!!!!!!!

  Regards,

  ***** *****

  Business response

  03/24/2022

  As I stated before there was no additional insurance purchased that can be seen in attached file with Miss. *****s signature agreeing to no additional insurance aswell as a seperate document that is attached and signed stating there was no damage done by crew after the move. So unfortunately I am not able to replace the tv. 

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