Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Mad City Movers to move my household from the east side of ******* to the west side. They sent out someone to estimate the cost and length of the move. After that they contacted me with dates. The packers would come on Monday, July 1, 2024. The movers would come on Wednesday, July 3. They arrived at 8:00 a.m. I had some larger pieces tagged with large yellow stickers to help them a bit. Once the truck was filled, (minus a lot of things they couldn't fit, they left, said they were going to lunch. I asked what time we should be there and got no answer. How should I the length of their lunch break? Unfortunately, They waited a long time for us. They started moving things in using the condo elevator. Roughly 45 minutes later the elevator broke down. I reported it immediately. The movers then moved items using the stairs. After a half hour or so, they said they were done. Too tired to do anymore. Promised they'd be back on Friday to finish and then go get the rest of the things they left behind. [Unfortunately, they arrived at 8:00, and the elevator was not repaired until the afternoon.] They didn't do that. Most of our things were left on the truck for two days. Because July 4th was in the middle. I emailed ****** to find out when they would complete the job by bringing me the rest of my stuff. She said she was "fully booked" for Monday and had set up the remaining move for Tuesday, July 9. With the packers coming on the 1st, and delivery not completed until the 8th we were left without our things for over a week. Then, when they were done they handed me another bill for $425! I refused to pay stating I'd already paid for the job and wouldn't pay more. ****** said she'd *** if I didn't pay. We originally agreed on an amount for the move that would take two days to complete.

  

  Business response

  07/10/2024

  We went out to do a walkthrough of customers house on June 6th.   She was not sure what all we be going, but our estimator did the best to capture all the items she indicated she was going to move for sure.   We packed on 7/1 and move on 7/3.  Crew arrived to customer around 8:00 AM, at around 12:45, crew notified us that there was a some items that could not fit on the truck, we attempted to contact the customer to see if she wanted us to bring another truck to get the remaining items but phone would just constantly ring, and not option to leave a voicemail.   **** asked the customer if she could do a walkthrough to make sure we got everything they needed before taking off.  Customer indicated she did not want to do a walkthrough, she was too tired.   After loading the truck as full as it could be, the customer indicated to our crew that they were going to lunch and that our crew should go as well.   Never were they asked how long it would take. Crew indicated they would stop quickly, and meet them at the new place.   Per our GPS our truck left customers location at 1:16 PM, stopped on for lunch for 21 minutes, then arrived at customers unloading location at 2:03 PM.  Customers were not at the unload when the crew arrived, both the crew and our office placed over a dozen phone calls to the customer.   I drove to the customers original location to see if they were there, but they weren't.   They finally arrived at unload at 3:01 PM.   Crews began unloading, at about 4:45  crew notified us that the elevator had stopped working and that they were going to have bring everything up 2 flights of stairs.   Being a hot day, and already working 10 hours, the crew could not physically do that.  I spoke with customer, and she agreed to have the crew come back 1st thing on Friday (Thursday was a holiday) and unload.   I spoke with customer the morning of 7/5 and told her crew was on their way.  Elevator was not fixed yet, but being a fresh morning crew they were able to bring up the stairs.    I spoke with customer about the remaining items, and she mentioned about goodwill and cleaners were coming on Saturday.   I told her that if she needed us to bring the remaining over, to let me know ASAP so that I could get her in the schedule on Monday.    Over the weekend, **** sent an email asking to get the remaining items moved, I responded to her email, and called and left her a message.  She called back on Monday around 3:30, said her email and phone weren't working right and we advised her that we would come the following morning. 

  Following morning, after waiving traveling time, the crew only charged for the physical loading and unloading time for the remaining items that we picked up, customer refused to pay.    I advised her I would send her a bill and she would have 30 days to pay or she would then go to collection. 

   

  I am willing to waive the bill that she did not pay.   

  Customer response

  07/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I prepaid for a move on 4/1/22 with a debit card. That in itself was a big mistake. Because I was told I would be credited back a part of my money if it took less time to move me. Well it only took an hour to move me instead of two. I was told "a check would be in the mail," "the check will be mailed early next week, "the check takes 5-7 business days to process,etc. well I moved in April 1st and you all know today's date. The actual movers were excellent but ****** was rude and dismissive like she had no intention of paying me back so I left a bad review and deleted it because she left a hostile voice message. But she also doesn't have the right to keep my money. And boy oh boy does she use every excuse in the book such as I didn't have your exact address, well that's funny because your movers moved me. Normally I would let this go but I don't want this to happen to other people. Just pay me my money. #$176

  

  Business response

  04/18/2022

  This consumer, hired us to move her on 4/1/22.  We do not require prepayment for your move.  She called and paid ahead of time because she said that she wanted to make sure she didn't spend the money.   She called after move day and said that the men were great and asked about the refund.   We advised her we would send the check out early the following week.  She left us a positive review, on ****** (not a negative as claimed)  She then followed up about it via email.  Check for $136 was sent on 4/6, to the address we moved her to via our moving contract.   She then sent a subsequent email that it might get returned if there isn't apartment 38 on it.  She did not provide apartment 38 to us, and the men on the move said the day they moved her she didn't even know the apartment #.   Then on Thursday 4/14, at 1:00 AM the customer went onto our company's ******** page, commenting on several posts and sending harassing messages about her refund.   I tried calling her when I got in on Thursday, but she picked up the phone and then hung up on me.  I then called back and left her a message, asking her why she was leaving these messages and that I have been responding to all her emails, and not giving her the run around as she claimed. She then blocked us on ********, and wouldn't respond after we tried responding to her message.     We did receive the check returned to us on Friday 4/15 for insufficient address (see attached picture), we promptly put the check in another envelope and put in the mail on Saturday.  I have attached her original paperwork, our email discussions, as well as her 5 star ****** review, and the check that was sent and returned. 

  Customer response

  04/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩