We can agree to disagree on the details but the facts are as followsOn June 8th Ms*** signed a contract just like she did on June 7th, and July 23rd, In that contract which I attached along with pictures of the damage, in paragraph it states that we are not responsible for Particle Board furnitureI explained this to Ms*** the day I came to her condo to inspect the damageWe felt that due to the fact that she is a returning customer we should go above and beyond to make it a positive situationOur wood professional fixed the damageMs*** stated at that point she was satisfied with the repair Contractually we have no legal responsibility to offer Ms*** any monetary compensation
I spoke with Mrs*** the day before the move to confirm the detailsWe
went over what was being moved and we based the size of truck and
number of movers on the information she gave meOn move day the movers
called and told me there was more involved than we anticipatedI spoke
with Mrs
*** and she was aware she would be billed for the ***e used
Unfortunately at the drop off Mrs*** was not able to secure a
designated elevator, while t unloading there was a large
property showing going on so the elevators were busier than normalThe
movers did make trips and it took longer than anticipated so we
offered $as compensation which was accepted. After the move a damage
was pointed outI spoke with her husband and we agreed to have the
couch repairedOur repairman *** left messages for *** to set up a time for the repair but has not heard backI have the key fob on my
deskI personally spoke with *** and offered to mail it to him or
deliver itHe asked where we were located and said he would come to our
office to pick it upMrs*** said throughout the move and days later
when we spoke again that she was very pleased with the movers.Sincerely,*** ***Operations Manager
Hello,I spoke with this customer about the damage that occurred on June 8thI told her I would contact our wood repairman and have the item fixedShe stated she was upset and wanted me to come out personally to look at itI drove to her residence to inspect the damageIt was not something I am
experienced enough to handleWhen looking at the night stand I noticed it was particle board, which on page of the contract that she signed states our insurance does not cover particle board furnitureI explained that to her and said with her being a repeat customer that I would make an exception and offer her a cash settlementI even offered more than the $per pound she would have received in a regular situationShe refused and said she wanted it fixedI told her I would have our wood repairman set up a time to come to her residence and fix it He contacted her and set up a time convenient for her and fixed the item at her residenceWe spoke on the phone and she stated that she was very happy with the repair and although it wasn't new again, that she was overall satisfiedThen on July 3rd she sent in an email saying she was waiting for compensationI called and asked her about the email and she said that she felt like we should give her money as wellI told her that she declined the cash settlement and wanted the piece fixedShe asked that I go to the owner and see if there was anything else we could doI told her I would and that I would call her with an answerShe stated she was going out of town and would call me when she returnedI did not hear from her so I called her and left a message letting her know we would not be able to compensate her any furtherShe called a few days later asking what the outcome wasI told her we were not going to be able to compensate her anymore, she said that she would not use us in the future and ended the phone callI attached our contract that she signed as well as a portion specifically on damages below. "Please know that
we reserve the right to repair all damage(s) in question. If we feel that the damage cannot be repaired, we will pay to you $0.60/lb
(Basic Valuation Coverage) per damaged item in full and final compensation in exchange for a release from you of any further
obligations in relation to the damage." Directly below that on page under Waivers-Release of Liability it states that we are not responsible for damages to Particle Board furniture.Please call or email me with any questions.Thank You,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Pretty much most of what he stated was untrueWhen I filed the initial complaint someone (***) from the company called me back that same dayWhich was on a SundayWe spoke about the damage, he apologized and asked me to text him pictures of the damaged items (which I still have), and stated that he wanted to speak with the moversHe stated he would call me back in a couple of days, he was going to see about getting someone out here to take a look at the damageI never got a call back, so I called their customer service line asking for someone to call me back regarding my damaged property(surely they have a recording of it) the customer service representative stated that someone would call me back within hoursNo one returned that callI had to text the young man (***) (whom I sent the pictures to) (please see attached text ). When he came to home he stated nothing about this .60 a pound that he is speaking of now, but he did inform of it after I wrote a review on Facebook. He called and wanted to speak to me about. He stated that I am slandering the companies nameThat's when he told me he offered the a pound. As I am stating to you, I stated the same to him, he never offered that to me. I don't appreciate the lies that are coming from this mans mouthThe customer service that I have received from this company this time around is awfulI also don't appreciate receiving the phone call from the representative (***) in my opinion I was being chastised for speaking my mind about my last experience with this company. I feel that my property was destroyed, It wasn't like that before they moved itSo yes, in my opinion they destroyed my propertyWhen the nightstand couldn't be properly repaired by their wood man I asked for compensation on $(the owner denied)but since the whole experience with the customer service all around has been extremely poor I am requesting a full refundPlease see attached pictures of the damage item and the repair
Regards,
*** ***
Throughout the process we have acted inside our contracted agreement with Ms. [redacted], and her Boyfriend (please see attached contract and estimate). Regardless of her experiences with other movers and how quickly they did, or did not complete the move, it is irrelevant, because the moves were not 100% equal. Nonetheless, on the contract, and in the estimate it clearly states that we are an hourly rate mover, and the final invoice will reflect the total amount of time it takes to complete your move. Both Movers onsite are trained professional movers, they have logged a combined 1600 billable hours this year alone (2015). For the quote being exceeded and truck being "too small" we compensated Ms. [redacted] $100. In regards to the sofa we are only obligated to pay $.60 a pound (federally mandated) for the damage to the sofa, but we have agreed to pay to have the sofa completely repaired which will cost far more than the federally mandated amount due for damage. We do however apologize for any additional stress the move has caused Ms. [redacted]. As of earlier this week we have communicated with Ms. [redacted]'s boyfriend, and exchanged numbers with our repairman. We have communicated with the repair man that we would pay whatever amount necessary to repair the sofa.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am rejecting the response from You Move Me because they are running a business on lies. The excuses that they have given for under-performing are nothing but lies. I can prove via phone records that the manager never reached out to me the day of the move (like he previously stated) and many other lies. He also stated that our sofa would be fixed within 2 weeks (we've have been in the house for over a month now).
I am completely aware of how hourly moving companies work...I have used movers on several occasions. I do not believe, however, that the consumer should be responsible for mistakes and shortcomings from the moving company (especially when it is a few hundred dollars and damaged furniture). They are not able to just fall back "we are an hourly-based company". So, basically they can waste everybody's time, money and choose not to use the correct resources and it's the all on the consumers. Not acceptable. We work too hard for our money to have it thrown away. Items were damaged and the company seems to be completely indifferent.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Dear You Move Me,Many of the things that [redacted] stated in his response are absolutely false. 1) The only thing confirmed the day before the move was the actual confirmation that the move was still taking place and the addresses that the movers would be making stops at. The conversation went no further than that. In fact, [redacted] apologized during a later conversation on how he was wrong to believe a smaller truck would work and that it was a training opportunity. He also complained that the system used to transfer information from the customer service system to them was flawed and left out important information. 2) I NEVER SPOKE WITH [redacted] THE DAY OF THE MOVE regarding any extra charges and additional fees (even after we requested to speak with a manager). I have phone records to prove that. 3) The foot traffic at the second location had nothing to do with the speed of the workers and the elevators. The event that he spoke of was for retirement home information. Those individuals did not tour the building...the actual retirement community was at a different location. The elevators were only accessible to current residents. 4) The $100 was offered because of the damage to the couch (not because of the length of the move). 5) [redacted] has returned the calls to the repairman with no return call. Our couch is still damaged. 6) I have never expressed the fact that I was pleased with this move. I have used several moving companies to complete my moves and You Move Me was by far the worst.I would also like to highlight that we had this same move completed by Metrowide Movers in 5 hours (with the same elevator that was not reserved). The difference was that Metrowide sent experienced movers and an appropriate sized truck.As of now, we have picked up the key fob from the You Move Me ofice, but still have not heard from the repairman or our refund. We are still requesting our refund of $400 and our couch fixed.
Regards,
[redacted]
We can agree to disagree on the details but the facts are as followsOn June 8th Ms*** signed a contract just like she did on June 7th, and July 23rd, In that contract which I attached along with pictures of the damage, in paragraph it states that we are not responsible for Particle Board furnitureI explained this to Ms*** the day I came to her condo to inspect the damageWe felt that due to the fact that she is a returning customer we should go above and beyond to make it a positive situationOur wood professional fixed the damageMs*** stated at that point she was satisfied with the repair Contractually we have no legal responsibility to offer Ms*** any monetary compensation
I spoke with Mrs*** the day before the move to confirm the detailsWe
went over what was being moved and we based the size of truck and
number of movers on the information she gave meOn move day the movers
called and told me there was more involved than we anticipatedI spoke
with Mrs
*** and she was aware she would be billed for the ***e used
Unfortunately at the drop off Mrs*** was not able to secure a
designated elevator, while t unloading there was a large
property showing going on so the elevators were busier than normalThe
movers did make trips and it took longer than anticipated so we
offered $as compensation which was accepted. After the move a damage
was pointed outI spoke with her husband and we agreed to have the
couch repairedOur repairman *** left messages for *** to set up a time for the repair but has not heard backI have the key fob on my
deskI personally spoke with *** and offered to mail it to him or
deliver itHe asked where we were located and said he would come to our
office to pick it upMrs*** said throughout the move and days later
when we spoke again that she was very pleased with the movers.Sincerely,*** ***Operations Manager
Hello,I spoke with this customer about the damage that occurred on June 8thI told her I would contact our wood repairman and have the item fixedShe stated she was upset and wanted me to come out personally to look at itI drove to her residence to inspect the damageIt was not something I am
experienced enough to handleWhen looking at the night stand I noticed it was particle board, which on page of the contract that she signed states our insurance does not cover particle board furnitureI explained that to her and said with her being a repeat customer that I would make an exception and offer her a cash settlementI even offered more than the $per pound she would have received in a regular situationShe refused and said she wanted it fixedI told her I would have our wood repairman set up a time to come to her residence and fix it He contacted her and set up a time convenient for her and fixed the item at her residenceWe spoke on the phone and she stated that she was very happy with the repair and although it wasn't new again, that she was overall satisfiedThen on July 3rd she sent in an email saying she was waiting for compensationI called and asked her about the email and she said that she felt like we should give her money as wellI told her that she declined the cash settlement and wanted the piece fixedShe asked that I go to the owner and see if there was anything else we could doI told her I would and that I would call her with an answerShe stated she was going out of town and would call me when she returnedI did not hear from her so I called her and left a message letting her know we would not be able to compensate her any furtherShe called a few days later asking what the outcome wasI told her we were not going to be able to compensate her anymore, she said that she would not use us in the future and ended the phone callI attached our contract that she signed as well as a portion specifically on damages below. "Please know that
we reserve the right to repair all damage(s) in question. If we feel that the damage cannot be repaired, we will pay to you $0.60/lb
(Basic Valuation Coverage) per damaged item in full and final compensation in exchange for a release from you of any further
obligations in relation to the damage." Directly below that on page under Waivers-Release of Liability it states that we are not responsible for damages to Particle Board furniture.Please call or email me with any questions.Thank You,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Pretty much most of what he stated was untrueWhen I filed the initial complaint someone (***) from the company called me back that same dayWhich was on a SundayWe spoke about the damage, he apologized and asked me to text him pictures of the damaged items (which I still have), and stated that he wanted to speak with the moversHe stated he would call me back in a couple of days, he was going to see about getting someone out here to take a look at the damageI never got a call back, so I called their customer service line asking for someone to call me back regarding my damaged property(surely they have a recording of it) the customer service representative stated that someone would call me back within hoursNo one returned that callI had to text the young man (***) (whom I sent the pictures to) (please see attached text ). When he came to home he stated nothing about this .60 a pound that he is speaking of now, but he did inform of it after I wrote a review on Facebook. He called and wanted to speak to me about. He stated that I am slandering the companies nameThat's when he told me he offered the a pound. As I am stating to you, I stated the same to him, he never offered that to me. I don't appreciate the lies that are coming from this mans mouthThe customer service that I have received from this company this time around is awfulI also don't appreciate receiving the phone call from the representative (***) in my opinion I was being chastised for speaking my mind about my last experience with this company. I feel that my property was destroyed, It wasn't like that before they moved itSo yes, in my opinion they destroyed my propertyWhen the nightstand couldn't be properly repaired by their wood man I asked for compensation on $(the owner denied)but since the whole experience with the customer service all around has been extremely poor I am requesting a full refundPlease see attached pictures of the damage item and the repair
Regards,
*** ***
Throughout the process we have acted inside our contracted agreement with Ms. [redacted], and her Boyfriend (please see attached contract and estimate). Regardless of her experiences with other movers and how quickly they did, or did not complete the move, it is irrelevant, because the moves were not 100% equal. Nonetheless, on the contract, and in the estimate it clearly states that we are an hourly rate mover, and the final invoice will reflect the total amount of time it takes to complete your move. Both Movers onsite are trained professional movers, they have logged a combined 1600 billable hours this year alone (2015). For the quote being exceeded and truck being "too small" we compensated Ms. [redacted] $100. In regards to the sofa we are only obligated to pay $.60 a pound (federally mandated) for the damage to the sofa, but we have agreed to pay to have the sofa completely repaired which will cost far more than the federally mandated amount due for damage. We do however apologize for any additional stress the move has caused Ms. [redacted]. As of earlier this week we have communicated with Ms. [redacted]'s boyfriend, and exchanged numbers with our repairman. We have communicated with the repair man that we would pay whatever amount necessary to repair the sofa.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am rejecting the response from You Move Me because they are running a business on lies. The excuses that they have given for under-performing are nothing but lies. I can prove via phone records that the manager never reached out to me the day of the move (like he previously stated) and many other lies. He also stated that our sofa would be fixed within 2 weeks (we've have been in the house for over a month now).
I am completely aware of how hourly moving companies work...I have used movers on several occasions. I do not believe, however, that the consumer should be responsible for mistakes and shortcomings from the moving company (especially when it is a few hundred dollars and damaged furniture). They are not able to just fall back "we are an hourly-based company". So, basically they can waste everybody's time, money and choose not to use the correct resources and it's the all on the consumers. Not acceptable. We work too hard for our money to have it thrown away. Items were damaged and the company seems to be completely indifferent.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Dear You Move Me,Many of the things that [redacted] stated in his response are absolutely false. 1) The only thing confirmed the day before the move was the actual confirmation that the move was still taking place and the addresses that the movers would be making stops at. The conversation went no further than that. In fact, [redacted] apologized during a later conversation on how he was wrong to believe a smaller truck would work and that it was a training opportunity. He also complained that the system used to transfer information from the customer service system to them was flawed and left out important information. 2) I NEVER SPOKE WITH [redacted] THE DAY OF THE MOVE regarding any extra charges and additional fees (even after we requested to speak with a manager). I have phone records to prove that. 3) The foot traffic at the second location had nothing to do with the speed of the workers and the elevators. The event that he spoke of was for retirement home information. Those individuals did not tour the building...the actual retirement community was at a different location. The elevators were only accessible to current residents. 4) The $100 was offered because of the damage to the couch (not because of the length of the move). 5) [redacted] has returned the calls to the repairman with no return call. Our couch is still damaged. 6) I have never expressed the fact that I was pleased with this move. I have used several moving companies to complete my moves and You Move Me was by far the worst.I would also like to highlight that we had this same move completed by Metrowide Movers in 5 hours (with the same elevator that was not reserved). The difference was that Metrowide sent experienced movers and an appropriate sized truck.As of now, we have picked up the key fob from the You Move Me ofice, but still have not heard from the repairman or our refund. We are still requesting our refund of $400 and our couch fixed.
Regards,
[redacted]