Added on May 30, 2016, by Reviewer1521730
Review: Issue #1
First thing this company Walla Move n Store were very proud that there rating in Revdex.com was A+ I look it up and believe it. Sales Rep ***** ****** was very professional and look like the right person to due business with. The reason for doing a biding quote was for us not to have any surprises later on. But unfortunately I was wrong and what me and my wife fear happen she just gave us that quote and just to take the job. As per her all my items were quoted at 700 cubic feet at $4.06 per cubic feet with a total of $3168.00, which I found fair and decided to proceed. The wife (***** *******) and I program the moving company for a move date of June **** between the hours of 8-10am and they showed up at 12pm foreman which I don't recall his name said to us the minute he walked in door looking at the same items ***** look at that "I could tell you right now this is not 700 cubic feet will be more so I said to him why because of the extra about 5 boxes I had? he said to us NO is because your furniture and the stuff is too big and we have to start you and 1000 cubic estimate and then he said no 1200 they made us sing some documents starting a new quote of 1200 cubic which GUESS WHAT estimate ended at 1250 cubic feet new total was $5735.96 including 15% fuel charge and shuttle fee. Dispatcher name ***** didn't want to hear anything. Now I had no choice but to proceed with the move because I rented my house beginning July *** and had no time to work with other company other thing was ***** said 4-5 man will show the day of the move and delivery day and only 3 came in the day of the move which took them about 12 hours of loading.
Next was I call the company several times more than 7 times and spoke with a the operator name *** or similar name there was one more female I spoke don't recall her name she said once I explain everything that the supervisor name *** will call after that GUESS WHAT never got a call one other person I spoke to was *****.
Issue # 3
Dispatcher ***** calls me Saturday July *** and tells me that the movers were loading the truck and my stuff should be in my apartment between 2 and 4 days which was no later than Thursday the **** when ***** and the foreman promised me that my stuff will be in my in my new place by the *** of July GUESS WHAT they said there is nothing they could do but there is a delay so it will take longer than Thursday for us to receive our stuff now is Saturday and still no phone call from the **** *** but the delivery man calls me in the afternoon and tells me I'm on the way I should be in your place Sunday so I tell him they don't accept moving company in this facility Sunday I got an exception from the management office and got the ok between the hours of 8am and 5pm so let the driver know and he says I will be there between 10am and 2pm so I say that works. Then I ask the driver did you get the shuttle I pay for, he says I don't see no notes here for a shuttle now he says that's a problem he calls us back and says now the delivery is between 2pm and 6pm now is Sunday 5:30pm no phone calls to us so I call the delivery person no answer at about 6pm the delivery person calls my wife and says will be there in the next 30 mins now I'm furious and I say again ok they showed up at 8:10pm the delivery person comes in my home and tells me ok now I need to collect the remaining balance I show the driver my certified check and he says in order to release your items we need to collect the check upfront. Of course I wasn't happy with that so the driver calls the supervisor and I speak to him and start telling him all my problems this guy which I believe his race is ***** name ***** didn't seem to care was so ever or even give me his last name . All he was concentrated was in getting his check for his balance "due to company policies" After all that I had to release my check to get my stuff but GUESS WHAT again the driver and the other person loaded the wrong items.
As off today Sunday July **** 2014 still don't have my stuff then the next thing is I got 3 kids and have to start work Monday 7/** my wife is going to have deal with all this by herself and 3 kids 1 of them which is only 13 months I had to pay extra money for hotels, gas, clothes and much more due to the neglect-ant of this business.Desired Settlement: I find fair refunding us between $2161.96 and 2567.96 due to the bad business this company has done with my service. I'm ok with paying between 700 to 800 cubic feet but not 1250 cubic feet. Let's not leave out all the bad communication problems I mentioned and all the rent I been paying for a empty apartment, hotel and work clothes other things that have cost me money also didn't start working waiting on Walla moving co.
**** *** ****
****** ******* *** ***** ****
***** **** ********
To Whom it may Concern,
We would like to address, our customer, ****** *******’s complaint. On May ****
our relocation specialist, **** ***** ****** went to *** *******’s house to
perform a visual inspection of the items our customer wanted shipped. In order
to provide all of our customers with the most accurate pricing for their
shipments, we prefer to send a relocation specialist to their house to perform
a visual inspection – this is so that we can provide a more accurate estimate
than would be given over the phone.
indicate, **** ****** went to the customer’s house and wrote up a detailed item
list of everything the customer had requested to ship to Texas. **** ******
then provided them with a binding estimate. This binding estimate is based on
the item list. And includes within it a 15% fuel surcharge. **** ****** also
explained that the binding estimate is based on the items list and that if on
the day of the move the customer has more items, the price will change. Our
customer booked the job and scheduled for a pick up on June **, 2014.
By law, on the day
of the move, and before we begin working, if the foreman apprehends that the
customer has more items than on the order for service he is required to revise
the estimate and give the customer a new binding estimate, and again this needs
to be done before the crew begins to work. At that point the customer has two options. Option #1 is to
take just the items that are on the Order for Service, and then the price does
not change. Option #2 - if they want us to take everything, the customer needs
to sign on the Revised Estimate for us to start performing our job.
On the morning of
the move, the foreman arrived at the customer’s house and performed a walk
through with the customer. ** *******’s Order for Service had an items list of
79 items. However, our Foreman counted more items than 79 items. He counted 111
Our policy in the
case that a customer has more items is that the foreman, after performing the
walk through, will automatically notify the customer that he needs to revise
the estimate. The foreman must then contact the office and inform our dispatcher,
and our dispatcher will then speak to the customer so that they understand
their options and also understand the price is changing.
We are attaching one
of our phone records showing that our dispatcher had communicated with the
customer regarding the price being revised as well as the reason for it, before
we began to work. See attachment #1
Our customers, ****** and his wife, decided to go
with the second option.
estimator’s job is to ask the customer what is going and what isn’t going to be
shipped. Our customer said that they would have 40 assorted sized boxes – which
was included in the list of 79 items. At the day of the move our foreman ended
up picking up 111 items, which is an additional 32 items, (sidenote: all of the
customers boxes were extra large or medium, there were no small boxes).
items and the fact that all of their boxes were larger than initially
communicated, the volume of the shipment changed. Our customer had the option
to take the original amount of items.
#2, our records indicate there were several communications between the customer
and the office.
#3, as a professional and reputable moving company we try our best to explain,
and notify the customer of all of our policies before they book the job. And to
prevent a misunderstanding on the customer’s behalf, the policies are written
in a big font with red lettering, not in small fonts or hidden. And on top of
that, we go the extra mile, and send the customer a second email dedicated solely
in telling them to please read the section titled ‘Understanding your Estimate’
on the quote, so that there will be no doubt of our honesty and transparency.
As well as our professionalism in conducting our services, as required by law.
See attachments # 2 & 3.
On the Order for Service,
it states in big red lettering that our time frame for deliveries out to the
Midwest, from the customers chosen ‘First Available Date’, is between 10-14
business days. Our customer’s First Available delivery date was June **, 2014.
Our customer received their shipment on July **, which, if you count, is 12
business days. We did not deliver the shipment late, we delivered it within the
Here at Walla, we
always try our best to get shipments out to the customer as close to their
First Available Date of delivery as possible. That is just how we operate.
As for the shuttle
fee, our charges for shuttle service are based on the volume. And our customer
ended up receiving a major discount since we decided not to charge him the full
volume. We charged him for the volume of the original estimate. See attachment
We feel that from
the beginning *** ******* received a cheap rate and an honest estimate. We
provided him with free packing of 4 TVs and 4 Wardrobes. He received a Promotional
early booking discount of $400, and even though his volume changed we didn’t
raise the shuttle fee, which the customer was aware the pricing for the shuttle
was based on volume. The customer was aware as well of our policy of paying the
Remaining Balance Prior to unloading the shipment. And we have all the
documentation in support of our statements and policies.
Also - there is only an option on this response form to add 4 attachments. we have a few others we would like to add to show all of the proofs.