Complaints

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My mother passed away and I was selling her house. The sale closed on August 2nd. The buyer gave me some time to clear the house. On August 14th I had 1800GotJunk come out and give me an estimate on removing some items from the home and garage. They arrived and took pictures. I was given a quote of $1,100 to do the job. We then agreed for them to come out on August 21st and do the job. On August 21st they arrived and refused to remove the items stating that it would cost an additional $749. I refused to pay extra since I was given a quote that we agreed on so they left. I then called the company trying to understand what happened. I spoke to **** on the 21st. He said that the crew that was sent to remove the items told him that there was more there on the 21st than was there on the 14th. I assured him that the items hadnt changed but he said it was a he said she situation. My response was that it was not because they had taken pictures. All I wanted him to do was simply remove what he agreed to move for the price quoted and I would be satisfied. He said he had to locate the pictures and would get back to me later that day. He didnt call so I called on the 22nd. **** wasnt available and no one else could help me. They assured me that he would call me back but he didnt. I then called on the 23rd but again was told he was unavailable. I once again called on the 24th. I first spoke to ******* who told me that she would definitely have someone call me back. Within minutes, **** called. He stated that **** was off and that there was nothing anyone could do for me. His position was that he didnt know what **** had stated therefore he couldnt do anything. I restated to him that I was only asking that they use the pictures and honor the agreement made on August 14th. He still said I cant do anything for you. All I want is for them to honor the agreement made on the 14th of August. So Im reaching out to you for any assistance with this matter.

  Business response

  09/09/2024

  Subject: Response to Complaint from ******** - Efforts to Resolve the Issue
  Dear BBB Representative's Name

  Thank you for reaching out regarding ********** complaint. We would like to provide clarification on the situation and outline the steps we took to resolve this matter.
  When we initially arrived at ********** residence, she was not present, and her family members guided our first team on which items were to be removed. Based on this walkthrough, our first team provided a quote for the items shown to them by Patricias family.
  When our second team arrived on-site to complete the work, ******** was present and directed them to additional items in the home that were not shown to or included in the original quote provided by our first team. We attempted to explain this discrepancy to ********, but she insisted that all the items were shown to our first team, which was not the case.
  To confirm, we sent photos of the additional items to the first team who provided the initial quote, and they verified that those items were not included. Despite this, we made every effort to work with ********, offering discounted rates for the additional items. However, ******** refused to proceed unless the original quote applied to all items, including those not previously shown to our team. We even offered to complete the job based on the original quote for the items originally quoted, but ******** declined and insisted on an "all or nothing" approach.
  We are committed to providing transparent and fair service, and we sincerely regret that ******** was not satisfied with the resolution we proposed. We value customer satisfaction and tried multiple avenues to reach an amicable agreement, but unfortunately, we were unable to do so in this instance.
  Please feel free to reach out if you need any additional information.
  Thank you for your time and attention to this matter.

  **** ****, Customer Experience 

  Customer response

  09/09/2024

   
  Complaint: 22191539
  
  I am rejecting this response because: none of it is true. I was present for the quote. I was not present when the items were to be removed. I simply asked them to provide the pictures and remove those items at the quoted price. They failed to provide any pictures.
  I needed the items to be removed in a timely fashion due to the fact that the house was sold and needed to be cleaned out. I have since had Junkluggers do the job. They did an excellent job. I give them 5 stars out of 5! I no longer need this company but still would like to have my complaint remain with the better business bureau so that no one else gets caught in their web. 
  
  Sincerely,
  
  **** ********

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