Complaints

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of transaction: 7/9/2022, Invoice ******, Amount paid: $1281.93 (plus $260 cash ******************** move with disassembly/reassembly, 3 man team. 4 hours $588.42, but it took 3 people over 10 1/2 hours to move my 1 bedroom condo. I gave an inventory list when booking. ****** gave me a quote and sent me the contract . Besides calling to say the team was on their way, ****** called at 2p for the 1st time asking how it was going. When I said slow, she blamed me for having more boxes than in the inventory and said I chose a 3 man team when she suggested a 4 man team which was not true (see text). She made excuses, talked over me and continued to berate me each time she called. The team was slow and had no sense of urgency. Man1-watching truck, Man2-moving boxes, Man3-wrapping furniture. At 6 hours all furniture still needed to be moved & only 5 of 10 pieces wrapped. ****** called again about 4p. She talked quickly changing her story many times guessing that I had more things that needed to be wrapped than was on my inventory which wasnt true. Man3 was especially slow and chatty. Waiting around for Man2 to finish with boxes to get help wrapping (instead of helping Man2). She asked for feedback & told the team so their attitudes changed knowing that we complained. The workers wasted time by going down to the truck (without taking anything with them) to check with Man1 on what they should bring next. At about 8 hours, my boyfriend made suggestions to speed thing up which the team didn't like so complained he was hostile right after he offered to get them food which they ate for 30 minutes while our time ran out. I had pulled my back the week before, but helped unload the truck since we were running out of time. They refused to unload the truck until I paid an additional $1074.19. I have moved 7 times with similar inventory and the movers have taken a *** of 6 hours. And I have never been treated this way by a company that I'm paying for a service.

  Business response

  07/29/2022

  Thank you for the notification we'll keep it brief.
  
  As a summary we do hundreds of the the moves yearly. So the client booked at Less then the recommended team size, didn't have everything prepared to be moved, and was notifed every step of the way.
  
  This happens alot. Clients underestimate what they have, the locations there moving from, and time and team size it should be.
  
  As the customer said above they moved several times so they feel as though there experience is more relevant then the professionals that do it for living unfortunately.
  
  To address all the clients issues as stated let's go over each. The client didn't want a bigger a team size before or during her move when once again we asked would she like additional team members to speed it up. Moving from 2+ floors always takes more time client declined.
  
  Client signed the normal contract we have that states all jobs are to ble closed and paid before unload as well as any job over 4 hours. That wasn't personal it was in the service agreement.
  
  Last but not least it's unfortunate she didn't want to go with out professional judgment on the team size nor did she listen to her coordinator for her project. The coordinator communicated with her every two hours of project. She told her as well as the team lead on site recommended more people.
  
  The client also had more items then was listed which was also a violation of the service contract. Instead of canceling we chose to continue and complete her move.
  
  If they're are any additional questions or concerns we have open dialog not including privacy clauses.

  Customer response

  08/01/2022

   
  Complaint: 17637207
  
  I am rejecting this response because: *********** did NOT recommend, suggest nor quote me for a larger team. I went with this company's recommendation. And I quote "The average estimated time for your move is 4-6 hours with 3rd floor and disassembly/reassembly. We recommend a 3man team $105hr." I went with this recommendation -- no one suggested a larger team nor did they give me a price for a larger team. I went with THEIR recommendation. 

  The coordinator did not ask if they should bring in more people to speed things up when it was taking so long, she only made guesses as to why it was taking so long -- all of which put the blame on me. Attached is photos of the conversation on Thumbtack (which is how I contacted the company). I had never talked to the coordinator/company prior to the move except via Thumbtack where the company recommended a 3 man team for 4-6 hours.  The coordinator initially said that she quoted me for a larger team but she did not - she later corrected herself (after about 9 hours) stating that they treated me as a returning customer not realizing that I had only used them to move a bed and not do a full move. She said that with a full move, they explain a bit more about prep time, etc.  Although that still doesn't explain why it would take a 3 man team (that they recommended) 10 1/2 hours!  There is no reason it should take 1 professional mover 6+ hours to wrap 5 pieces of furniture 1 entryway cabinet, bookcase, dresser mirror, dining table glass top, and small glass from plant stand). Also, everything was packed and ready to go, except the few items that needed to be wrapped or taken apart.  

  Sincerely,
  
  *******************************

  Business response

  08/02/2022

  We're not going to go back and forth with the client. She's more then happy to feel they way she does. We were completely transparent, the team did there job. And compliant to all contracts. We communicated effectively, appropriately, and offered alternatives. We have call Logs, messages etc as well. It's unfortunate that the client is unhappy with the ****, the time it took, etc but as stated before with the size of her move, more items then listed, and a 3man team with multiple flights of stairs it's nothing out the normal.
  
  So while we understand the frustration everyone just did there job. We do wish the client the best.

  Customer response

  08/05/2022

   
  Complaint: 17637207
  
  I am rejecting this response because: This correspondence reflects the communication I received the day of the move. False accusations, excuses, and guesses. As I stated in the previous communication, the company did NOT recommend, suggest nor quote for a larger team. I went with the company's recommendation. And I quote "The average estimated time for your move is 4-6 hours with 3rd floor and disassembly/reassembly. We recommend a 3man team $105hr."   

  This company has not addressed the issues of the team's slowness including the fact that 6 hours after the start of the move only 1/2 of the items were wrapped when that was man2's only priority. On the phone during the move, the coordinator continued to make excuses and guesses as to why their team took so long -- she even stated on the phone that she didn't know exactly what was going on as she wasn't there.  This is when she pushed me to give "feedback" about the team, which she shared with them so their attitudes changed as they knew I had complained. Additional help was not suggested or offered. The last reply states "...but as stated before with the size of her move, more items then listed, and a 3man team with multiple flights of stairs it's nothing out the normal."  I'd like to point out that the team did not use the stairs at all - I reserved the building elevator and that is what was used for the move.  Just another excuse made by the company as to why it took so long.  

  The coordinator was unprofessional, rude, and flippant on the phone. She did not address my concerns or offer alternatives. Instead she talked fast, changed her story, and blamed me for her team's inadequacies. 

  
  Sincerely,
  
  *******************************

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