Complaints

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 25, 2023, I accepted a non-binding estimate to have Wayforth move my possessions from *********, **, to *************. I paid a deposit of $1825 on Aug 3, 2023. Less than 2 weeks later, I was informed that the office was closing and that they would not be able to conduct my move. As requested, I submitted a form for the refund Aug 16. I've written four times to check on it, had a phone call saying that the request was being processed. The next two responses have been that they are no longer employed by Wayforth, and I was given another name and email address to contact. I've received no response to the last two emails I sent to two different people on Aug 13 and Aug 14. This happened to at least 4 other people that I know of, and none of us have received a refund.

  Business response

  10/05/2023

  Thank you for inquiring on your refund status and I do see we received your refund request.  WayForth is going through a Chapter 11, subchapter 5 bankruptcy process. This means that we are unable to review and pay any refunds until the court supervising the process gives instructions that we are allowed to proceed.  I understand this is frustrating, and our apologies that your refund request is included as part of this bankruptcy process.   As soon as we can move forward, we will, but for now we are unable to proceed with any refunds.

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I'm sorry that the company is in bankruptcy, but the main office knew they were closing when they accepted my deposit. It should have been held in a separate account, to be refunded when the announcement was made. I understand that at this point, I'll have to wait until the bankruptcy court has determined the outcome and can only hope that I'll get my money back.

  
  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19, 2023, I paid Wayforth $5000 as a deposit to move our property on Aug 30 from ******** ** to ***** **. On Aug 14, they abruptly canceled our move and was directed to their website to request a refund. Based on phone calls to them on 4 subsequent occasions, they promised that refunds would be paid in no more than 4 weeks. As of today, based on another phone call, they said no refunds will be given due to chapter 11 filings. Obviously they knew they were doing this filing and they had no intention of refunding my money and delayed the 4 weeks. Also, it seems apparent that they knew on July ************************************************************************************** a fraudulent manner. Based on other social media accounts, it looks like they took advantage of many other seniors. Account ************, Service Location: *****************************************************.

  Business response

  09/29/2023

  Thank you for sending in your concerns and apologies for the timeframe in which you were promised a response.  As you are aware, WayForth is going through a Chapter 11, subchapter 5 bankruptcy process.  This means that we are unable to review and pay any refunds until the court supervising the process gives instructions that we are allowed to proceed.  I understand this is frustrating, and our apologies that your refund request is included as part of this bankruptcy process.   As soon as we can move forward, we will, but for now we are unable to proceed with any refunds.  We still have no direction from the courts.  Again, we apologize for any inconvenience this has caused.

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  When Wayforth cancelled our service, they had several weeks to refund our money. They choose, instead, to withhold refunding my deposit until they could file chapter 11 so they would not have to refund the money that they promised in writing to refund. I have 2 emails stating that they would review refund request and refund deposit money. They obviously did no reviews as they waited to file chapter 11.

  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  09/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Description of the Incident:Initial Estimate: On 7/13/23, I received an estimate from Wayforth projecting a total of 45 hours for the movers' labor at $65 per hour for my 3-bedroom home move, and 8 hours of 'Move Day Pack' at $75/hour for a client guide manager to "do a final packing of items and/or the coordination of loading and moving of items and placement at new home." A deposit of $1912.50 was paid on 7/31/23.Invoice Discrepancy: Following the move, I received an invoice that initially billed me for 80 hours, later revised to **** hours after a phone call to customer service. This was in ***** contrast to the estimated 45 hours.Accounted Hours: After seeking clarification from Wayforth, it was revealed that the company could only account for 60 hours of labor (6 movers x 10 hours), not the revised billed **** hours.Client Guide Manager Billing: It was disclosed that the client guide manager's hours were billed as mover hours in addition to her hours billed as the client service manager, despite her invoiced job description including performing moving duties. They also billed us for ***** hours of move day pack, when she only worked 10.Excessive Movers and Downtime: It was observed that six movers were employed, which may have contributed to downtime during both the initial load and the subsequent unload. The initial estimate was clearly not for this many people, as the estimated hours will not divide evenly into this amount of movers.Resolution Attempts: I made multiple attempts to resolve the issue through customer service (2 phone calls, 2 emails that were not responded to) but was unable to secure a satisfactory resolution, and was advised to send a letter (sent 8/29/23) to their executive team, which has also not been responded to. **************** refused to escalate the issue through their channels.We have withheld any remaining payment until invoice is at least accurate.

  Business response

  10/02/2023

  Thank you for bringing your concerns to our attention.  I reviewed the invoice, and it looks like the move hours were adjusted with a $650.00 discount which is 10 hrs x the $65.00 rate.  That left a balance due of $4.75 overall which I adjusted off.  The proposal is an estimate of services provided and that estimate was $3825.00.  Your actual charges came in at $4912.50.  The breakdown is as follows:

  Moving Services (wrapping any furniture, loading, transport and unloading) ***** Hours billed at $3932.50.

  Move Day Pack (Final packing, and coordination of move process) ***** Hours billed at $863.75.

  Move Prep (Planning, project assessment) **** Hours billed at $116.25.

  Overall:  $4912.50 (Paid in full)

  This appears to be adjusted to actual hours spent on the project.  I hope this clarifies the charges and again thank you for bringing this to my attention.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired for a move on July 11, 2023. Was over charged. Gave a deposit on my credit card on July 10 and after services requested the balance due. Person gave the total and not the balance. Called right away to get refund. Then found out they charged me for travel time both ways; it was only suppose to be one way. Said they would credit it also. Told me a credit would show up on my credit card in **** days. Never happened. Then said a check was mailed out on July 28, 2023 and still has not been received. I have called customer service multiple times and then they had me fill out a refund request form. I did and sent it to them. Called customer service several more times and was then told there was nothing they could do for me. Corporate was the office that was giving the refunds. They had no way of getting in touch with them to find out what the refund status was. They have no phone number for me to call. The only email I was given was for the refund request. I emailed them several days ago and still have not heard back from them. Customer service says the only way they have of getting in touch with corporate is through regular mail. It is more than 8 weeks now that services were provided and I have not received my refund of $1110.00.

  Business response

  09/27/2023

  Thank you for bringing this to our attention.  I do see that a deposit of $865.00 was made via credit card on 7/10/23 and another payment made by check for $1510.00.  The estimate for services rendered totaled $1730.00 and the actual charges came in at $2375.00.  That comes to a difference of $645.00.  All that said, WayForth is going through a Chapter 11, subchapter 5 bankruptcy process.  This means we are unable to review and pay any refunds until the court supervising the process gives instructions that we are allowed to proceed.  I understand this is frustrating, and our apologies that your refund request is included as part of this bankruptcy process.  As soon as we can move forward, we will, but for now we are unable to proceed with any refunds.  As a side note, I looked at all refund requests we have received and did not see a form from you.  I attached a refund form for your convenience.  If you can fill this out and send it to the email address on the form, that would be helpful.  Again, our apologies for the experience and inconvenience.

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The total cost of the services was $1205.00 which was confirmed by the two people I was working with to receive my refund before they were let go.  Total refund due me is $1110.00  The refund form has been sent 2 times already to the email provided.  Not sure why it has not been received.
  
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩