Morway's Moving and Storage, Inc.

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. The response from the business is a distortion, and largely a fabrication, of the events that led to Morway's stranding us on our moving day. For example, the reply neglects to mention that their "lead mover" was the company owner, [redacted]. I don't know who wrote their response letter, since it moves from the singular to the plural tense, but I'd guess it was [redacted]'s wife, because of the more detailed description of what happened back in office vs what happened at our property. I believe that [redacted] may have fed his wife a story about why he abandoned a well-paying job -- a story that didn't make him look like the bad guy -- and that's the basis of their response letter. Primary points of the company's response that were not true:* We were told that the company would be available in the few days before our move to come in and finish packing whatever we were unable to, with the noted items particularly, but not exclusively, highlighted as needing packing. We were told that it was "no problem" and that they do that "all the time". This turned out not to be the case, but the company assured us that there would be plenty of time on moving day to pack whatever we hadn't packed because they were bringing a large crew (they didn't).[redacted] called that week of our move to schedule the additional help packing because that we what had been promised. She was surprised to learn that they couldn't, or wouldn't, honor that promise. * They did not bring a "large crew". They brought two young adults and the owner, [redacted]. That was the entire crew to move a 4 bedroom, 4,000+ sq. ft. house. * At no time did [redacted] begin "screaming at the guys". That's not true. What she said was, "Guys, I'm a really nice person and we are going to have a really great move, but right now I'm so upset that I'm shaking. We expected you at 7:30 and it's now 10:30. No one called us and we had no idea if you were coming." She said that in very calm voice, but she was clearly straining to hold back her emotions. That's not screaming, it's rebuking for poor service. She then took a breath and calmly said, "Ok, it's a really nice day. You're here now and we are going to have a really good move." At this point, [redacted] said, very testily, "Just show us around!" and [redacted] took them down to the basement to begin the walk through.[redacted] never used swear words. To claim that she did is untrue.  * We did not offer to apologize, though our realtor may have offered that because our realtor talked to [redacted]'s wife and heard their "story" before hearing from us the full story. Based on the story [redacted]'s wife told our realtor, our realtor hoped that if we apologized perhaps [redacted] and the crew would return. When our realtor called us back to say that [redacted] would not be returning no matter what and relayed what she had been told by [redacted]'s wife, we corrected her and said that we had never been abusive or yelled at the movers, and we informed her of our theory that [redacted] and the crew took one look at the size of our move and realized that they were understaffed and over their heads and had to fabricate a reason to leave. This remains our theory.  [redacted] and the crew did not stay "30 minutes" more to do a walk through. That would be some walk through! Can anyone imagine a 30 minute, pre-loading, walk through on moving day for movers? He was there about 5 minutes more after the initial greeting. They went down to the basement, looked around for a few minutes. During that time [redacted] mentioned once more that the company had promised to send packers during the week to help pack the few remaining items but they hadn't. It was at that point that [redacted] said that he would not be moving us and he and the crew left. 5 minutes, tops. [redacted] did not help us find alternative movers. We had gotten a second quote from [redacted] before choosing Morway's, so we called up [redacted] and arranged for them to do our move. We were on the phone with them within 15 minutes of [redacted] throwing a hissy fit and storming off. We arranged for the other movers, to our knowledge, Morway's did nothing -- they may have even tried to sabotage [redacted] from working for us. We've been given indications that such might have occurred. * We have since been told by various people that [redacted] is a known "hot head" and that national moving companies won't work with him. WE HAVE NO KNOWLEDGE IF THIS IS CORRECT, it's just what we've been told. I can't verify this either way, it's just what a few people told us. I can't recall who told us this, but we've been telling people about our experience so others have shared what they know. Regards,[redacted]  and [redacted]

At the time of your estimate we asked if you would like our company to do the packing for you. At that time, we were told that you were going to do all of the packing except for 2 large oil paintings, 2 large mirrors and 2 chandeliers. We agreed that packing these 6 items and moving your household...

is what we were responsible for. We provided a written estimate for you and when you called back to schedule your move we went over the details again to confirm that we were on the same page. At this time, we booked just your move (as you were doing your own packing) and we also booked a small move of a couch to another location for you ahead of time. Despite our schedule being extremely busy we arranged to make the small move happen in the time frame that you needed it done. We completed this on August 12th.  The week of your moving day [redacted] called and said that she needed some help packing and that we needed to send some guys over to help her.  We clearly explained that our schedule was completely booked and that we could not get anyone over to help with packing. We stated that if anything changed we would let her know, but at this point we were unable to help her with the packing. When we arrived at the house on August  28th [redacted] began screaming at the guys and swearing at them because she had thought they would be there at 8am and it was 10:30.  I am unsure where this miscommunication happened, as we never said we would be at the house at 8am. Despite the verbal abuse, our guys remained professional and tried to get her to walk them through the house so they could get started on loading your items. After over 30 more minutes of continuously being screamed at and berated, our lead mover said to [redacted] “I don’t think this is going to work out and that they should find another company to move their items to CT.” At this point our guys did leave the property and headed back to our office.  A few minutes later [redacted] called our office and demanded that we send the guys back to complete the job.  We checked in with the guys to see what was going on and they told us that they did leave because of the way that they were being treated by the customer and that at this point they felt it is was going to  be best for everyone for them to find a new company.  The realtor then called me to see if there was anything that could be done; I explained what had happened and she said that she would have [redacted] call and apologize for the way that our guys were treated.  She also asked that if he did call and apologize, would we send the guys back out to complete the job. I explained to her that at this point I felt that it was best to part ways and I told her that I would find another company to perform their move. To be clear, we were under no obligation to do so and went above and beyond in this challenging situation, because that is what we do. I did call another company and asked them to assist you. Their schedule was booked, but they accommodated you at my request.  I feel that given the situation, we remained professional throughout and did more than enough to try to help you and ensure that your move was completed.  We will not be assisting with any other costs that you incurred due this unfortunate situation.  Your contract with the other moving company had nothing to do with us, aside from the fact that we were able to make that happen for you.  In addition, we did not charge you for the small move that we performed on August 12th.In the 11 years that we have been in business, we have never cancelled or walked off a moving job, ever, until now.  And that is because we have never had a customer verbally abuse and treat our employees the way that they were treated by your wife. I am sorry that you felt our leaving caused you extra stress during you move.  As you know, we are a family owned business with an outstanding reputation.  There is not a chance that we would have made this choice without good reason.  The day was a loss on our end, as well.  At this point, I do not feel that there is anything further to discuss.