Walla, Inc.

Overall a bad experience, although the pick up/pack up guys did a good jobThe sales guy *** told me over the phone that the stuff would arrive in 4-days, so I made travel plans to be there in days just in caseThen they come to pack up the stuff and those guys said 7-business days! Too late to change the other plansI had to go almost two weeks with no bed, nowhere to sit, no dishes, etc
Secondly, when the guy told me the cubic footage - what the price is based on - he wouldn't measure it for me! I did my own math based on their written estimate and it should have been 540, but he charged me for 660, telling me it was much more but he would do me a favor if I gave him a great tipI almost got a tape measure and measured it myselfI will never know if that extra $was justified or not
Thirdly, when they delivered, the driver did not want to take my check, which ***, weeks ago when I hired them, told me to prepareThey delivered on Sunday of *** *** *** so there was no reaching anybodyThe driver insisted on cashI was able to change it out for him (luckily!) but told him I would need a good receiptHe signed "$0" on the paperwork, as if paid in full, balance is $But that line said AMOUNT RECEIVED BY DRIVERAs if I had given him nothing at delivery! When my sister wrote "$given in cashCheck rejected by driver." on the paperwork, and asked him to initial it, that's when he started freaking outHe tried to leave without giving us a receipt, although we had just given him a ton of cash!
Also, I was told it would be Walla all the way, no middle man, but the guys that showed up with my stuff did not work for them, so we had a problemEither that or they really were trying to take the cash and tell the company I had not paid upon delivery

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 You took my money before I signed anything.  You took my non refundable deposit over the phone before I signed any contract.  You purposely misled me in order to get that deposit because you know once that deposit is given the customer will not back out or they are out a large amount of money.  If you take money before I sign anything that is non refundable then the contract IS verbal.  If you misled me on the phone during that verbal conversation and are unwilling to take responsibility for it, that is called stealing.
Moreover, after researching your company, it appears as this is a common theme and is quite likely that it is incorporated in to your business strategy.  Your business does not need to be based on customer satisfaction because you are not looking for recurring customers, you are looking for a one time deal.
 It is a shame that companies can do this nowadays.  You know as well as I do that it is not worth the time, cost, or effort to take you to court and prove your dishonesty, which I most certainly could.
 Your response does not resolve my valid complaint, or even attempt to.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This did not address my complaint whatsoever.  My complaint is that I was misled knowingly by a dishonest business.  The business plan of this company is to knowingly under quote the customer and make promises that they can't fulfill in order to get an initial payment because they know that after that initial payment is made, the customer will always continue with the transaction whether they are presented with a choice or not.  I could have chosen not to go with Walla and I would have had to throw all my belongings away and be out the 600 something dollar deposit I gave them.  Nobody will do this and they know it.  In hindsight, I should have."We have all the emails and the phone recordings."  If you believe I don't remember my initial conversation correctly I would like you to provide that conversation to Revdex.com.I have a recording of all my phone calls with them because my Android auto-records all calls. The only  conversation I don't have is the one with dispatch when the movers came to my house because I didn't use my personal phone for that.  I am not disputing that phone call though.I also have pictures of all of my broken items.  There are a lot of them.  If I need to follow up in any way, please let me know.
[redacted]

[redacted]           
[redacted] [redacted] [redacted]
[redacted] [redacted]
[redacted] We’d like to address our customer,[redacted]’s complaint. Our records...

indicate that [redacted] hired us toship his household items from NY to TX, which we did.  Firstly,when providing an estimate we use a table of measurements, which is given bythe DOT. Our sales rep gave [redacted] a binding moving estimate based onthe 29 items he had provided over the phone. See attachment # 2.As a professional movingcompany, and as required by law, the foreman came to the customer’s house onthe day of Pick Up, with an Order for Service, which stated 29 items to bepicked up. As part of our policy, the foreman’s job, before beginning to work,is to do a walk through of the entire house to determine if the original listof articles is accurate. When the foreman saw that the customer had more itemsthan was indicated on the order for service (we ended up picking up 46 items –see attachment #1) the foreman approached the customer and told him that he hadtwo options. Option #1 – We would take the 29 items indicated on the Order forService and the price would not change. Option # 2, if the customer wanted totake more items, the foreman would need to revise his estimate and provide himwith a new Binding estimate. The customer decided to go with Option # 2 andsigned on the Revised Estimate before loading began, as is required of us to doby law. See attachment # 3. Just to reiterate, the customer signed on therevised and knew the exact price before we began to perform the move, asrequired by law.  As we explained, ourcustomer’s price went up because their articles list changed and the amount ofitems/volume we loaded onto our truck went up. If you look at the estimate yousee it initially says 415 cubic feet, if you then look at the order forservice, we ended up picking up 520 cubic feet onto our truck. Plus he hadstairs charges and long carry charges, which are extra services we provided forhis shipment. See attachment # 3.Our dispatcher had explained allthis to the customer on the day of the move as well.  Also, [redacted]electronically signed the Binding Estimate on June [redacted] indicatinghe had read our company policies. (see attachment # 2). As well, he signed onthe revised estimate, indicating that he wanted us to proceed with the move.  As for our customer’sstatement that we lied to him regarding delivery date, that is simply not true.Our customer requested a delivery date of July **, and our policy of delivery tothe Midwest is 2-14 business days from the customer’s 1st availabledate of delivery. We delivered our customers shipment on July [redacted](See attachment #1) If you open a calendar and count, that is exactly 8business days from the date he was available for delivery. We delivered withinthe window that we had promised. Also, [redacted], there is no company inthe transportation/shipping industry that will guarantee you an exact date ofshipment unless you pay a very high fee. That is just not how the industryworks. And none of our sales reps ever promise exact dates to a customer. It’sjust not possible. Over the the road there are delays, breakdowns, issues thatoccur, etc. Not only is it absurd to insinuate that you were promised an exactdate, (not even [redacted] does this) but the sales department does not know thelogistics and truck routing of our dispatch department. They are two differentdepartments. And for your information, all shipping companies have windows fordeliveries. Our company policy, which was told to you and also clearly writtenon the estimate you signed on June **, is 2-14 business days out to the Midwest.  However even if our customer didnot remember his sales reps initial verbal explanation of our policies, or therewas a miscommunication which can happen (and probably did in this case), wealso emailed him the Binding Moving Estimate, which asked him to look over allof the details of the move + our policies, before accepting our terms andbooking the move on June **. See attachment # 2 – ‘Binding Moving Estimate’.  There is a section called “Understanding YourEstimate” and it clearly states our policies regarding payment procedures,liability coverage/insurance options, delivery schedules, extra charges and theactual service we perform. For the benefit of the customer the email statesthat all policies written hold precedence over any and all verbalconversations, so that if there was a miscommunication, at least the customerknows the policy before they electronically sign and book with us. The BindingEstimate explains also what happens in the case that there are damages to theshipment, and recommends to purchase moving insurance to be on the safe side.We have all the emails and the phone recordings.  We operate by the book and ourpolicies are clear, verbally communicated, and written in big font on theprinted estimate for the customer to read before booking. The policies are alsowritten on the front and back of our order for service. We understand movingcan be stressful, and this is why we make sure to communicate and writeeverything as clearly as possible.  Regarding [redacted]’sclaim that he was forced to buy a new bed to sleep in and new items. We wouldlike to note that not only was our customer fully aware of our policy on day ofpick up, but it is up to our customers to make their own plans regardingbringing items with them for the first couple weeks in their new homes. As allof our customers do. Aside from that our customer booked the move a week beforehe moved (booked June [redacted] and moved out July [redacted]) so weare left wondering if he didn’t like our policies, he could have cancelled atany time and gone with a different moving company or sold all of his belongingsin that week like he had stated.  Regarding the damages **
[redacted] had listed on delivery, we do our best in getting shipments to theirdestinations in good condition, but in transit things happen. During thetransit of a cross-country move, things can sometimes break, and for that wehave a third party claims department, which is a complimentary service includedin all of our moving packages, with the maximum amount of valuation allowed byfederal law (.60cents/per pound). All reputable moving companies provide thisbasic protection of goods shipped, and it is useful for customers who do notpurchase the extra insurance for their shipments. On the day of delivery, July[redacted], [redacted] had called us to let us know he had damages tohis shipment and he wanted to make a claim. Our dispatcher and customer servicereps both spoke to him, apologized for damages, and he was sent a claims form. Currently, his claim is stillin process and it is up to him to continue so that his damages can be fullyevaluated and a compensation settlement can be reached.   As you can see, we dideverything on our part that we could do. But we also operate by DOT standardsand laws and if a customer has damages and wants to file a claim, there is aprocess for that and there has to be an evaluation by a third party to assess thosedamages. [redacted] currently has a claims adjuster working on his claim. &His claim is currently in process. Once a compensation is reached, and if thecustomer doesn’t like the compensation he can rebut it or he can contact usdirectly. But for now, we are still waiting for them to finish coming up with asettlement.  Also, in general, a claimsettlement begins with the customer contacting the company and filing a claim,and if there are issues along the way – customer is free to contact the officeso that we can expedite their claim or give them suggestions – not with thecustomer going to the Revdex.com in the middle of the claims process. We are happy toresolve any issues that occur when we are at fault but we received this letterof complaint while we are still in the middle of resolving the issue for ourcustomer and that is unfair.  As we see it, the customerreceived good service, a fair price, and was treated well. We employedprofessionalism by all standards with our customer. In any case, [redacted] we’dlike to say we are sorry to hear you ended up having a bad experience, our toppriority is to provide great customer service. And we see on your feedbacksheet, you initially started off giving us a 5 star rating for our crew,communication and professionalism on the pick up. So as I’m sure you canimagine it’s upsetting to read your complaint. So let’s finish the claimsevaluations first. If you don’t like the settlement you can contact us viaemail: [redacted] or phone ###-###-#### and we can take it from there. Sincerely,Sal M[redacted]Walla, Inc.President

[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
To Whom it may Concern,
We would like to address, our customer, [redacted]’s complaint. On May [redacted]
our relocation specialist, [redacted] went...

to [redacted]’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.
Our records
indicate, [redacted] went to the customer’s house and wrote up a detailed item
list of everything the customer had requested to ship to Texas. [redacted]
then provided them with a binding estimate. This binding estimate is based on
the item list. And includes within it a 15% fuel surcharge. [redacted] 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. [redacted]’s Order for Service had an items list of
79 items. However, our Foreman counted more items than 79 items. He counted 111
items.
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, [redacted] and his wife, decided to go
with the second option.
An onsite
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).  
The additional
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.
Regarding issue
#2, our records indicate there were several communications between the customer
and the office.
Regarding issue
#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
promised window.
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
#4.
We feel that from
the beginning [redacted] 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.
 
                                                                                Sincerely,
                                                                                [redacted] [redacted]
                                                                               [redacted] [redacted]
                                                                               [redacted]

The company lacks communication with customer. The employee need more training on how to deal with long distance moves , also employee need to learn what exactly to say to a customer! I will never , never refer anyone to work with this company!

Just completed a move with Walla from the New York area to Virginia. Here are a few things to be aware of if you choose to use this company.
First, the good news. The drivers and crew were fine. They completed their work promptly (both pick-up at this end and drop off at the Virginia end) and were actually quite pleasant to work with. Things were wrapped professionally at this end, and nothing had been damaged upon unpacking at the other end.
Please be aware of the following:
You’ll receive both a “Binding Moving Estimate” as well as an actual contract. The Binding Moving Estimate spells out most, but not all, of the things that could bite you on the bottom. It does not, for example mention an $89 fee for taking your articles up in an elevator. The “real” contact does mention this, but is presented to you as you are standing in your driveway with your things already bundled into the Walla truck and as everyone is simply trying to get out of Dodge. I had asked about this, as I knew the destination building was an elevator building, and was assured at the Binding Moving Estimate stage that there was no charge for elevator usage. My bad for not being more careful about the final contract.
The Binding Moving Estimate does tell you that there is “no charge for the first flight of stairs (12 steps). A charge of $75 for additional flight (sic) will be added.” I didn’t face this particular issue, but I suggest that you be sure to determine if those first twelve steps include outdoor steps, in which case anything taken from or delivered to a second floor may cost you more.
The Binding Moving Estimate also tells you that there will be a “Long carry” charge of one dollar per foot for “carrying articles over 75 feet between the mover’s vehicle and your residence.” Be aware that if you are moving into an apartment , for Walla your “residence” is not the building front door – which I had been assured was the case – but your apartment door. (Got any idea how far your new apartment door is from the street, and more precisely from the Walla truck? Neither did I, but in my case it came to 255 feet and an extra $150.)
Also mentioned in the Binding Moving Estimate is the shuttle service charge which “will be added where use of a smaller vehicle is needed to provide service to residences that are not accessible to the mover’s normal, larger line haul equipment (53’ tractor trailer).” In practical terms, what this means is that you will be charged an extra $250 if the large truck into which Walla has loaded your items – whether you are moving an entire household or, as in my case, a grand total of 32 items - cannot access the new residence. I was informed that the driver had contacted “state and local police” and had been told that big rigs were not allowed in the area of the apartment building into which my articles were being delivered. As a result, the “Shuttle service” fee was added and had to be paid before my articles could be off-loaded.
There’s more, but perhaps you’ll get the idea. Caveat emptor!

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 [redacted] 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 ([redacted]) and I program the moving company for a move date of June [redacted] 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 [redacted] 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 [redacted] didn't want to hear anything. Now I had no choice but to proceed with the move because I rented my house beginning July [redacted] and had no time to work with other company other thing was [redacted] 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.

Issue #2

Next was I call the company several times more than 7 times and spoke with a the operator name [redacted] 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 [redacted] will call after that GUESS WHAT never got a call one other person I spoke to was [redacted].

Issue # 3

Dispatcher [redacted] calls me Saturday July [redacted] 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 [redacted] when [redacted] and the foreman promised me that my stuff will be in my in my new place by the [redacted] 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 [redacted] 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 [redacted] name [redacted] 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 [redacted] 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.

Business

Response:

[redacted]

To Whom it may Concern,

We would like to address, our customer, [redacted]’s complaint. On May [redacted]

our relocation specialist, [redacted] went to [redacted]’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.

Our records

indicate, [redacted] went to the customer’s house and wrote up a detailed item

list of everything the customer had requested to ship to Texas. [redacted]

then provided them with a binding estimate. This binding estimate is based on

the item list. And includes within it a 15% fuel surcharge. [redacted] 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. [redacted]’s Order for Service had an items list of

79 items. However, our Foreman counted more items than 79 items. He counted 111

items.

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, [redacted] and his wife, decided to go

with the second option.

An onsite

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).

The additional

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.

Regarding issue

#2, our records indicate there were several communications between the customer

and the office.

Regarding issue

#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

promised window.

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

#4.

We feel that from

the beginning [redacted] 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.

Sincerely,

[redacted]

[redacted]

[redacted]

Review: I had an estimator from this company come to my house and give me an estimate, after this I agreed to use the company. Then on the day they came to take my stuff, even though I had less items than the estimate all the sudden the total amount of space for the move went up by 50%. This was the first sign of worry.

On the day they brought the truck to my house to unload, they told me I needed to pay 500 dollars for a shuttle fee, because I was in an area that did not allow them to unload. I called the police who came and told them park in the street with a cone and unload. The driver proceeded to argue with the police about the ability to park there. At this point he put out a cone and started to unload, I could tell he was nervous so to be nice I said he could leave the small boxes and take in the big items. He then proceeded to unload the truck brought in 2 items and left everything else on the curb. Half way though he stopped unloading until I signed to say all boxes where to be left. He took in a couch and the bed, but left every other piece of furniture and items outside.

He was in a hurry because he had to then load up a refrigerator and take it over to the parents of someone who worked for the company. So this seemed to be more important than my move. As I was missing a box when he drove off, but he had to move that refrigerator. I tried to contact the company they said they would call me back that was over three weeks ago. I signed a contract and paid a lot for this move and they didn't complete there end of the contract at all. Then ignored my issue afterwards, no follow up call to me as was promised.Desired Settlement: They did not render all services so there should be at least a partial refund since I had to end up doing my move myself, without any aide or help. I had back issues for the week after the move as well, since I had to rush to get all items in my house before they could be damaged by weather or other elements.

Business

Response:

To whom it may concern,

The estimate that was provided to [redacted] is based on the inventory list that he provided of the items he intended to transport (67 items). As required by law when providing a binding estimate, and on the day of the move, if the customer has more items to transport than his/her initial list of items, we need to provide them with a revised binding estimate before we commence labor as we did. We ended up picking up 95 items that essentially changed the volume of his shipment.

All long distance relocations in the USA are delivered by an 18-wheel tractor-trailer, if at destination there’s no access there is a shuttle fee applied, which is clearly stated signed and initialed by all of our customers.

When the driver [redacted] Arrived to his location he saw signs that stated that this area was a restricted area for tractor-trailers. At this point he contacted [redacted] to notify him regarding the shuttle fee, the customer told the driver that he doesn’t have money for the shuttle and contacted the police department regarding delivery restrictions. [redacted] received an answer that the truck could not park over there. At that time a patrol car had passed by and told the driver that he needed to move his truck immediately. Due to the situation (that he was not allowed to park in that area and that the customer didn’t have money for shuttle service) - our driver, who wanted to resolve the situation and please the customer, suggested to the customer a solution (where he wouldn’t need to pay the shuttle fee) which involved quickly unloading the shipment in front of his building and he would help him to bring up the bulky and heavy items. Given the situation, [redacted] decided he would rather go with this solution than pay the shuttle fee.

The driver then approached the police officer and asked him permission to help [redacted] with his dilemma. The police officer approved him to stay there no longer than 20 minutes to help [redacted]. [redacted] Checked the inventory while the driver unloaded, all items were accounted for and initialed next to each item. As for the missing box we told [redacted] that we will look for it and if we wouldn’t be able to locate it we will send him a claims form, as we did. We sent him a claims form via email on 8/*/2013.

Walla pride itself as a reputable company that provides excellent service from beginning to end, as well as our performance complied with the department of transportation regulations.

We, the Walla team, invite any individual reading this report to check our clear documents that validate our side 100%.

It’s a shame and a travesty that [redacted] instead of appreciating our driver’s efforts to lend a helping hand, save him money and resolve the situation in a professional matter – went ahead abusing his privilege, and made false slanderous accusations against our company, and its reputation online.

Sincerely

Overall a bad experience, although the pick up/pack up guys did a good job. The sales guy [redacted] told me over the phone that the stuff would arrive in 4-7 days, so I made travel plans to be there in 4 days just in case. Then they come to pack up the stuff and those guys said 7-10 business days! Too late to change the other plans. I had to go almost two weeks with no bed, nowhere to sit, no dishes, etc.

Secondly, when the guy told me the cubic footage - what the price is based on - he wouldn't measure it for me! I did my own math based on their written estimate and it should have been 540, but he charged me for 660, telling me it was much more but he would do me a favor if I gave him a great tip. I almost got a tape measure and measured it myself. I will never know if that extra $1000 was justified or not.

Thirdly, when they delivered, the driver did not want to take my check, which [redacted], 2 weeks ago when I hired them, told me to prepare. They delivered on Sunday of [redacted] so there was no reaching anybody. The driver insisted on cash. I was able to change it out for him (luckily!) but told him I would need a good receipt. He signed "$0" on the paperwork, as if paid in full, balance is $0. But that line said AMOUNT RECEIVED BY DRIVER. As if I had given him nothing at delivery! When my sister wrote "$1757 given in cash. Check rejected by driver." on the paperwork, and asked him to initial it, that's when he started freaking out. He tried to leave without giving us a receipt, although we had just given him a ton of cash!

Also, I was told it would be Walla all the way, no middle man, but the guys that showed up with my stuff did not work for them, so we had a problem. Either that or they really were trying to take the cash and tell the company I had not paid upon delivery.

The company lacks communication with customer. The employee need more training on how to deal with long distance moves , also employee need to learn what exactly to say to a customer! I will never , never refer anyone to work with this company!

Review: I signed a contract for a move with Walla in Brooklyn based on an estimate of the cubic feet of my household. Upon arrival for the move the foreman asked to go for a tour of the home to see exactly what he was taking. After the tour he stated that the move cost would be a "little over" the estimate. The estimate was for $2200.00. He also stated that with a nice "tip" he could work with me on that issue. I said no problem and I can deal with a "little" more and to get started. Upon Filling the truck (I needed to be out of this rental house that day) they were out of room. I was advised that the cube is now over 2x the estimate and their still remains an additional appx. 300 square feet to come back in the morning for. I advised the foreman I could not affort the additional amount and proceeded to argue with him about his "little" more comment, etc. Had he told me the cost would be double or more (not a little more) then I would have asked him to leave before packing any of my items. During the move I attempted to speak with a representative of Walla. Upon my contact I was advised by salesman [redacted] that he would get right on it and call me right back. He never called back and would not answer my calls throughout the rest of the day. I called him over 20 x. He also spoke briefly with the foreman of which they had an argument and [redacted] hung up on him. The foreman advised me that they are "Crooks" and this is how they operate. They throw out low bids to customers and then "hold them hostage" for a higher payment once they have their goods. Disgusted and sick at this time I signed away. They came back the next morning and loaded up and again held me hostage for more then the additional 300 square feet they were already paid for. The job now cost a total of $7000.00. The movers were sloppy and marked and chipped many parts of the walls in the rental house for which I had to repair. The arrival I was told in NC would be on Friday, did not come till the following wednesday. I had paid for about 2200 cubic feet in total- 3x my estimate. Upon arrival of the moving truck I took a photo of the space that my goods occupied- it was very tight and a lot smaller then I was charged. I asked the foreman appx. how much space it took up. He was hesitant to answer as he knew what was written on the bill. I said that is not 2000 cube and he said no. My photo can prove the scale of the truck and the appx. cube my goods took up. The move entailed putting together the furniture they took apart. They could not put together my king bed as they were missing parts of which I cannot obtain replacements. They also cracked my 50 inch tv that we are sure they banged into the wall and broke the sheetrock at the rental house on the way outside. I called [redacted] to tell him of these things and told him that if something was not done I would take action. He said thanks for the notice and hung up on me. I also sent an email to the company telling them that I would take action against them if a manager, owner, or supervisor does not call me by 3pm on Friday (next day). No call or no email back. I know that the moving business consists of a lot of "shady" characters and this is the nature of their game but something must be done about their "shady" practices and the way the go about business. I have moved 5 x before and have had an issue here or there but never dealt with such an outfit like Walla.Desired Settlement: I expect an adjustment to the cost charged to me for the difference in the real cube + the cost of the furniture/television repair. If Walla is not willing to do this then the entire payment will be protested and Walla can proceed as they feel necessary. I am prepared to go the distance with them on this to show them that they cannot take advantage of customers the way they did me.

Business

Response:

To whom it may concern,

We want to address [redacted]’s false, slanderous comments on our business.

Our records indicate that [redacted] booked a job with us on 6/**/2013, and requested his shipment to be picked up on 7/**/2013 and to be delivered As Soon as Possible.

Firstly, we at Walla provide all of our customers a binding estimate that is based on cubic footage, which is based on their articles list. When our sales rep spoke with [redacted] over the phone, [redacted] provided us with his list of items, listing 77 total items. See attachment #1.

When providing an estimate we use a table of measurements, which is given by the DOT. Our sales rep gave [redacted] a binding estimate based on the 77 items he had provided over the phone. See attachment #1.

As a professional moving company, and as required by law, the foreman came to the customer’s house, on the day of Pick Up, with an Order for Service, which stated the 77 items to be picked up. As part of our policy, the foreman’s job, before beginning the job, is to do a walk through of the entire house to determine if the original articles list is accurate. When the foreman saw that the customer had way more items than was indicated on the order for service (We ended up picking up more than triple the items he had initially indicated he wanted us to transport - see attachment #2) the foreman approached the customer and told him that he has two options. Option # 1 – We would take the 77 items indicated on the Order for Service. And the price would not change. Option # 2, if the customer wanted to take more items, the foreman would need to revise his estimate and provide him with a new Binding estimate. The customer decided to go with Option #2 and signed in person, before loading began, on the revised estimate, as is required of us to do, by law. See attachment #3.

During this time, the customer contacted the office and wanted to speak with [redacted], the sales rep. That day our sales rep had some personal errands he had to attend to, and couldn’t respond so the office spoke with the foreman and with the customer to try and address any issues the customer had.

We just want to reiterate, that - Before we started the job, the customer had signed on the revised and knew the exact price it would be, before we started to work, as required by law.

During the process of the pick up the foreman recommended to [redacted] that there were certain items that would need to be packed correctly for a long haul move, which is an additional service we provide. (See attachment #1) The customer responded that it was going to be too much money and couldn’t pay more for these packing services. The foreman explained to the customer that Walla Inc doesn‘t transport any item, which is not correctly packed. And if he still wanted us to take these items, he would need to sign a waiver absolving us of any liability or damages for those items which were incorrectly packed. See attachment #4.

The customer’s claim that we had arrived late for the delivery is false. As explained on the estimate and all the paperwork, and on the contract – we have up to 7 business days to deliver his shipment from his first available chosen date. Meaning, we picked him on 7/**, he requested delivery “ASAP” - which means from August * we had 7 business days to deliver. [redacted] received his shipment on 8/*. That’s less than 7 business days.

After the delivery the customer called the office claiming that his TV was broken and wanted to speak with a supervisor. On that day we were extremely busy and the following day the customer contacted us once again and I had sent him a claims form.

As required by law, we have a third party arbitration program and claims department. We sent [redacted] a claims form and the all information he would need to submit his claim.

We are proud of our services and how we conduct business. We work by the book, employing DOT Standards.

As for [redacted]’s claim that our foreman mentioned that we are “crooks,” it is absolutely false and ridiculous, as even indicated in the customer’s feedback form- where he praised our crew. We are left wondering, if he had thought we were crooks, why did he decide to go with us.

To prove the ridiculousness of this claim even further, and to show you the lawfulness of how we operate, please see the revised estimates we had given the customer and see how much we ended up charging [redacted]. You will see we run a fair and lawful operation, through our paperwork. Please see attachments #5 & 6.

All of our interactions with [redacted] from the moment we had contacted him about our service to the very end were by the book.

As for the customers second claim that we had over charged him on the cubic feet, we more than welcome anyone to insert the inventory list to the table of measurements form provided by the DOT, and check how much cubic feet it is.

As part of our agreement (contract) any claims must be submitted in writing and go through the arbitration program.

As for [redacted]’s threat to protest the payment and abuse his privilege to dispute the charges by initiating a charge back, it will lead to a legal action in a court of law, as part of our agreement on the contract. For that, we have a third party arbitration program and claims department. If he did not receive the claims form, I’m attaching another claims form in this file.

As we see it, the customer received good service, a fair price, and was treated well. We employed professionalism by all standards with [redacted].

Best Regards,

Business

Response:

Just completed a move with Walla from the New York area to Virginia. Here are a few things to be aware of if you choose to use this company.

First, the good news. The drivers and crew were fine. They completed their work promptly (both pick-up at this end and drop off at the Virginia end) and were actually quite pleasant to work with. Things were wrapped professionally at this end, and nothing had been damaged upon unpacking at the other end.

Please be aware of the following:

You’ll receive both a “Binding Moving Estimate” as well as an actual contract. The Binding Moving Estimate spells out most, but not all, of the things that could bite you on the bottom. It does not, for example mention an $89 fee for taking your articles up in an elevator. The “real” contact does mention this, but is presented to you as you are standing in your driveway with your things already bundled into the Walla truck and as everyone is simply trying to get out of Dodge. I had asked about this, as I knew the destination building was an elevator building, and was assured at the Binding Moving Estimate stage that there was no charge for elevator usage. My bad for not being more careful about the final contract.

The Binding Moving Estimate does tell you that there is “no charge for the first flight of stairs (12 steps). A charge of $75 for additional flight (sic) will be added.” I didn’t face this particular issue, but I suggest that you be sure to determine if those first twelve steps include outdoor steps, in which case anything taken from or delivered to a second floor may cost you more.

The Binding Moving Estimate also tells you that there will be a “Long carry” charge of one dollar per foot for “carrying articles over 75 feet between the mover’s vehicle and your residence.” Be aware that if you are moving into an apartment , for Walla your “residence” is not the building front door – which I had been assured was the case – but your apartment door. (Got any idea how far your new apartment door is from the street, and more precisely from the Walla truck? Neither did I, but in my case it came to 255 feet and an extra $150.)

Also mentioned in the Binding Moving Estimate is the shuttle service charge which “will be added where use of a smaller vehicle is needed to provide service to residences that are not accessible to the mover’s normal, larger line haul equipment (53’ tractor trailer).” In practical terms, what this means is that you will be charged an extra $250 if the large truck into which Walla has loaded your items – whether you are moving an entire household or, as in my case, a grand total of 32 items - cannot access the new residence. I was informed that the driver had contacted “state and local police” and had been told that big rigs were not allowed in the area of the apartment building into which my articles were being delivered. As a result, the “Shuttle service” fee was added and had to be paid before my articles could be off-loaded.

There’s more, but perhaps you’ll get the idea. Caveat emptor!

Review: I can't even choose the correct nature of my complaint because so many apply.

This was one of the worst experiences I have ever had. This company might as well of just stole my money. When I called I told them that I needed my things to arrive in Austin Texas by 7/**/15. I asked them if this could be done. The man on the phone assured me that I would have my things in Austin by 7/**. Because of this, I put a deposit down over the phone. My estimate was roughly $2,300. When the people arrived they began moving my stuff. When half of my things were loaded in to the truck I was presented with a contract to sign telling me that my things were not guaranteed to be in Austin by the [redacted] and the estimate had been revised to over $1000 more than I was told. I was told this was because the man on the phone put down "Medium" boxes on the estimate instead of "Large" which everyone uses and he never asked. This was obviously another lie to get me to put a deposit down as I'm sure he works on commission and has no accountability whatsoever for what he says. At this point, I had no choice. I could either tell them to unload my things, and lose everything because we were leaving by car the next day, or I could sign the contract. I signed the contract because they lied to me and I had no choice. They ended up delivering my things to Austin on the very last day possible. My wife and I had to buy another bed in the meantime just to go to sleep. We had to go buy a lot of other things new just to live. If the salesman didn't lie to me I would have sold my things instead of having them moved.

When I thought things couldn't get any worse, over a week late they arrived with a bunch of broken things. Furniture was damaged, couch was ripped. My kitchen table was literally broken in to 5 different pieces. It was unrecognizable. Both of my lamps were broken in half. My bed was all scratched and banged up. My brand new, very nice computer desk had a chunk taken out of it. My recliner is all wobbly. The kitchen chair was broken. My nightstand was damaged. My brand new printer was completely missing.

I now have to buy all new things. I am probably out around 8,000 dollars because of these thiefs. I have the option of going through their claim department right but I am choosing not to do that. This is why:

If I agree to a settlement I will not be able to post a complaint online. This is one of the stipulations. They will give me little to nothing for what they did to me and will have no consequences for their actions. If they don't resolve this issue, I would rather others know what this company does to people in order to prevent them from losing their hard earned money. Also, the claims forms states that I need to get an estimate on all the furniture damage and they will not pay for the estimate. The estimate will cost more than what I will receive so I will be taking even more of a loss.Desired Settlement: I would like $2500 dollars returned to me.

Business

Response:

[redacted]

[redacted] We’d like to address our customer,[redacted]’s complaint. Our records indicate that [redacted] hired us toship his household items from NY to TX, which we did. Firstly,when providing an estimate we use a table of measurements, which is given bythe DOT. Our sales rep gave [redacted] a binding moving estimate based onthe 29 items he had provided over the phone. See attachment # 2.As a professional movingcompany, and as required by law, the foreman came to the customer’s house onthe day of Pick Up, with an Order for Service, which stated 29 items to bepicked up. As part of our policy, the foreman’s job, before beginning to work,is to do a walk through of the entire house to determine if the original listof articles is accurate. When the foreman saw that the customer had more itemsthan was indicated on the order for service (we ended up picking up 46 items –see attachment #1) the foreman approached the customer and told him that he hadtwo options. Option #1 – We would take the 29 items indicated on the Order forService and the price would not change. Option # 2, if the customer wanted totake more items, the foreman would need to revise his estimate and provide himwith a new Binding estimate. The customer decided to go with Option # 2 andsigned on the Revised Estimate before loading began, as is required of us to doby law. See attachment # 3. Just to reiterate, the customer signed on therevised and knew the exact price before we began to perform the move, asrequired by law. As we explained, ourcustomer’s price went up because their articles list changed and the amount ofitems/volume we loaded onto our truck went up. If you look at the estimate yousee it initially says 415 cubic feet, if you then look at the order forservice, we ended up picking up 520 cubic feet onto our truck. Plus he hadstairs charges and long carry charges, which are extra services we provided forhis shipment. See attachment # 3.Our dispatcher had explained allthis to the customer on the day of the move as well. Also, [redacted]electronically signed the Binding Estimate on June [redacted] indicatinghe had read our company policies. (see attachment # 2). As well, he signed onthe revised estimate, indicating that he wanted us to proceed with the move. As for our customer’sstatement that we lied to him regarding delivery date, that is simply not true.Our customer requested a delivery date of July **, and our policy of delivery tothe Midwest is 2-14 business days from the customer’s 1st availabledate of delivery. We delivered our customers shipment on July [redacted](See attachment #1) If you open a calendar and count, that is exactly 8business days from the date he was available for delivery. We delivered withinthe window that we had promised. Also, [redacted], there is no company inthe transportation/shipping industry that will guarantee you an exact date ofshipment unless you pay a very high fee. That is just not how the industryworks. And none of our sales reps ever promise exact dates to a customer. It’sjust not possible. Over the the road there are delays, breakdowns, issues thatoccur, etc. Not only is it absurd to insinuate that you were promised an exactdate, (not even [redacted] does this) but the sales department does not know thelogistics and truck routing of our dispatch department. They are two differentdepartments. And for your information, all shipping companies have windows fordeliveries. Our company policy, which was told to you and also clearly writtenon the estimate you signed on June **, is 2-14 business days out to the Midwest. However even if our customer didnot remember his sales reps initial verbal explanation of our policies, or therewas a miscommunication which can happen (and probably did in this case), wealso emailed him the Binding Moving Estimate, which asked him to look over allof the details of the move + our policies, before accepting our terms andbooking the move on June **. See attachment # 2 – ‘Binding Moving Estimate’. There is a section called “Understanding YourEstimate” and it clearly states our policies regarding payment procedures,liability coverage/insurance options, delivery schedules, extra charges and theactual service we perform. For the benefit of the customer the email statesthat all policies written hold precedence over any and all verbalconversations, so that if there was a miscommunication, at least the customerknows the policy before they electronically sign and book with us. The BindingEstimate explains also what happens in the case that there are damages to theshipment, and recommends to purchase moving insurance to be on the safe side.We have all the emails and the phone recordings. We operate by the book and ourpolicies are clear, verbally communicated, and written in big font on theprinted estimate for the customer to read before booking. The policies are alsowritten on the front and back of our order for service. We understand movingcan be stressful, and this is why we make sure to communicate and writeeverything as clearly as possible. Regarding [redacted]’sclaim that he was forced to buy a new bed to sleep in and new items. We wouldlike to note that not only was our customer fully aware of our policy on day ofpick up, but it is up to our customers to make their own plans regardingbringing items with them for the first couple weeks in their new homes. As allof our customers do. Aside from that our customer booked the move a week beforehe moved (booked June [redacted] and moved out July [redacted]) so weare left wondering if he didn’t like our policies, he could have cancelled atany time and gone with a different moving company or sold all of his belongingsin that week like he had stated. Regarding the damages **

[redacted] had listed on delivery, we do our best in getting shipments to theirdestinations in good condition, but in transit things happen. During thetransit of a cross-country move, things can sometimes break, and for that wehave a third party claims department, which is a complimentary service includedin all of our moving packages, with the maximum amount of valuation allowed byfederal law (.60cents/per pound). All reputable moving companies provide thisbasic protection of goods shipped, and it is useful for customers who do notpurchase the extra insurance for their shipments. On the day of delivery, July[redacted], [redacted] had called us to let us know he had damages tohis shipment and he wanted to make a claim. Our dispatcher and customer servicereps both spoke to him, apologized for damages, and he was sent a claims form. Currently, his claim is stillin process and it is up to him to continue so that his damages can be fullyevaluated and a compensation settlement can be reached. As you can see, we dideverything on our part that we could do. But we also operate by DOT standardsand laws and if a customer has damages and wants to file a claim, there is aprocess for that and there has to be an evaluation by a third party to assess thosedamages. [redacted] currently has a claims adjuster working on his claim. &His claim is currently in process. Once a compensation is reached, and if thecustomer doesn’t like the compensation he can rebut it or he can contact usdirectly. But for now, we are still waiting for them to finish coming up with asettlement. Also, in general, a claimsettlement begins with the customer contacting the company and filing a claim,and if there are issues along the way – customer is free to contact the officeso that we can expedite their claim or give them suggestions – not with thecustomer going to the Revdex.com in the middle of the claims process. We are happy toresolve any issues that occur when we are at fault but we received this letterof complaint while we are still in the middle of resolving the issue for ourcustomer and that is unfair. As we see it, the customerreceived good service, a fair price, and was treated well. We employedprofessionalism by all standards with our customer. In any case, [redacted] we’dlike to say we are sorry to hear you ended up having a bad experience, our toppriority is to provide great customer service. And we see on your feedbacksheet, you initially started off giving us a 5 star rating for our crew,communication and professionalism on the pick up. So as I’m sure you canimagine it’s upsetting to read your complaint. So let’s finish the claimsevaluations first. If you don’t like the settlement you can contact us viaemail: [redacted] or phone ###-###-#### and we can take it from there. Sincerely,Sal M[redacted]Walla, Inc.President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This did not address my complaint whatsoever. My complaint is that I was misled knowingly by a dishonest business. The business plan of this company is to knowingly under quote the customer and make promises that they can't fulfill in order to get an initial payment because they know that after that initial payment is made, the customer will always continue with the transaction whether they are presented with a choice or not. I could have chosen not to go with Walla and I would have had to throw all my belongings away and be out the 600 something dollar deposit I gave them. Nobody will do this and they know it. In hindsight, I should have."We have all the emails and the phone recordings." If you believe I don't remember my initial conversation correctly I would like you to provide that conversation to Revdex.com.I have a recording of all my phone calls with them because my Android auto-records all calls. The only conversation I don't have is the one with dispatch when the movers came to my house because I didn't use my personal phone for that. I am not disputing that phone call though.I also have pictures of all of my broken items. There are a lot of them. If I need to follow up in any way, please let me know.

Business

Response:

Nov *, 2015RE: Complaint ID [redacted]Response # 3 We

do apologize if [redacted] feels he was misled. However, [redacted]’s

statement is still false. We did not mislead or lie to our customer. It is the

customer’s responsibility to read over the estimate/agreement for their move

before booking. And sign that they

accept the terms - for the reason that there can sometimes be verbal

misunderstandings; Such as the one that we are discussing here today. As much

as we try, sometimes there is miscommunication between two people. That is just

a fact of life. However, for this reason, as a professional moving company, we

made sure to incorporate every detail the customer needs to know about their

move in the estimate they sign from their computer before booking the move. The policies are written in big lettering for

this purpose – to make sure that the customer is made aware of everything

before they book. And - Even though it is not their department or

place to comment about actual delivery schedules, our sales people will kindly try

to lend a helping hand – and give over as much information to help the customer

by providing suggestions based on the date the customer says they will be in

their new home. Sales will try to paint a picture of how delivery can be to

certain areas of the US based on our policies, but they never guarantee an

exact date. Also, they have no access to the logistics boards of operation. As

we explained previously, the industry does not work that way. No shipping

company in the USA will ever guarantee an exact delivery date unless there is a

request by the customer of special expedited service – which comes at a much higher

price and is something that needs to be noted on the agreement signed by the

customer. In his case, there were no extra fees paid for special shuttle

service or remarks written indicating this was the case on the agreement the

customer signed. But never mind the verbal miscommunication the

customer is saying he experienced - the bottom line is that at the bottom of

the estimate the customer signed has all of the information the customer is

saying he was lied to about, written clearly. As for our customer’s complaint that he is trying

to prevent a hardworking family from being stolen from – that is absurd. We

have so many happy customers, and we run a professional moving company, and we

have rules of operation. As every company has. If the customer doesn’t want to read their own

agreement we cannot force them. It is absurd that the customer assumes no responsibility

for not reading the agreement. After all, every service that you book comes

with terms. An important thing to note here is, that if our customer could not

bothered to read the terms of his own move and decides to blame it on us, we

think anyone reading this can see that it is just not right. We gave our customer a great service, we delivered

his shipment in 7 business days from his 1st available date of

delivery in his new home. Which is within the 2-14 business day window to the

Midwest. We also provided our customer with a claims form for any damages. And

provided him with all of the information he needed to make an informed decision

from the onset of the move up until the very end. And even now, we still care

that our customer ends off happy and feeling good. To end off, we want to remind our customer to

please call our 3rd party claims company to ask about the status of

his claim and so they can finalize a settlement for the damages he had stated

previously. There is nothing more we can say other then, we have done

everything we can for our customer and if there is anything else we can do

please call us directly. Our office # ###-###-####.Sincerely,Sal M[redacted]Owner

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

You took my money before I signed anything. You took my non refundable deposit over the phone before I signed any contract. You purposely misled me in order to get that deposit because you know once that deposit is given the customer will not back out or they are out a large amount of money. If you take money before I sign anything that is non refundable then the contract IS verbal. If you misled me on the phone during that verbal conversation and are unwilling to take responsibility for it, that is called stealing.Moreover, after researching your company, it appears as this is a common theme and is quite likely that it is incorporated in to your business strategy. Your business does not need to be based on customer satisfaction because you are not looking for recurring customers, you are looking for a one time deal.

It is a shame that companies can do this nowadays. You know as well as I do that it is not worth the time, cost, or effort to take you to court and prove your dishonesty, which I most certainly could.

Your response does not resolve my valid complaint, or even attempt to.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This company offered to pack two of our items, free of charge, for our move. We signed the contract and I watched them pack the items. When the items were dropped off, after much delay and no contact from the company, one of the items was completely unwrapped and damaged. They offer no customer service and no resolution after being contacted several times. We also had an issue with our storage center which required us to change locations. They did not notify us of a fee to move the truck until after they had moved the truck. Their manager on the phone, David, said that if I did not pay the fee he would take all of my items to an undisclosed location. So I had to pay the fee or face or face my items being taken hostage.

I have tried several times to contact David and he has made no response. We need insurance papers for the unwrapped and damaged item.Desired Settlement: I would like the insurance information. I would also like to know why they packed and then unpacked the item, resulting in damage.

Consumer

Response:

At this time, I have not been contacted by Walla, Inc. regarding complaint ID [redacted].Sincerely,[redacted]