A. Mastrocco Jr. Moving and Storage, Inc.

Mrs. [redacted] called on...

NOVEMBER 6, 2014 to inquire about our services.  She was recommended by her friend who we moved previously.  At that time I gave her our rates and we spec’d out the job.  On NOVEMBER 18, 2014 Mrs. [redacted] called back to book the dates of DECEMBER 18, 2014 and DECEMBER 19, 2014 for her move.  At that time I informed Mrs. [redacted] that she needed to send a non-refundable $500.00 deposit to reserve the dates.  We did not receive her deposit until DECEMBER 8, 2014, which was approximately 21 days later.  We sent Mrs. [redacted] her confirmation via email promptly on DECEMBER 10, 2014.  Our next contact with Mrs. [redacted] was 6 days later on DECEMBER 16, 2014 when she called to cancel her job.  At that time she was told again that her deposit was non-refundable.  Her move was scheduled to be done only 2 days later on DECEMBER 18, 2014 AND DECEMBER 19, 2014.  Mrs. [redacted] called back the following week threatening to call the Revdex.com if we did not refund her $500.00 deposit.In all fairness, how can a business reserve two days of manpower and equipment, then get a call 2 DAYS prior to the job to cancel the project entirely and be expected to absorb the lost income.  That is what a deposit if for.  It is held for that very reason if the customer changes their mind.  Mrs. Robert’s waited 6 DAYS after receipt of her contract and 21 DAYS after booking the job to cancel everything. The deposit is used to cover the loss of revenue from jobs that were turned down for those dates that were reserved and committed to her.Mrs. [redacted] had more than ample time to contact me sooner with her decision to cancel.  If she had chosen to do so there would have been a greater likelihood that I could have realistically rebooked the dates and then been in a position to make an exception to the company policy.Lastly, we are not a CASH ONLY business.  Mrs. [redacted] was given the option to pay for her move with a personal check or a bank check.

[redacted] was out of Town and just returned.  He will be able to contact you on Monday, January 26, 2015 or Tuesday, January 27, 2015 to give you his response to this complaint.  Please respond to this email to confirm that it was received.   Thank You!

[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:The basis of my complaint is this: When you ask a customer for a $500 deposit before sending them anything in writing, you should make your terms clear. I was not told that the deposit was not refundable, nor was I told that they would only accept cash or cashier's check (I was NOT told that a personal check was acceptable). The reason that I was not able to use them was that I needed to put the moving cost on a credit card. They never told me that this was not an option in the conversation before I sent my deposit. Once they had my money, they then made their terms clear in writing. The bottom line is this: For a company to require $500 before the will put anything in writing for you is deceptive. When you tell a customer that the deposit is non-refundable AFTER you receive the deposit, that is also deceptive (and quite manipulative). This company should provide a copy of the contract to customers before requiring a deposit to ensure that all parties agree to the terms before any money changes hands. Had I been provided this, I would have never sent the money. This practice is dishonest, manipulative and deceitful.
Regards,
[redacted]

[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:The basis of my complaint is this: When you ask a customer for a $500 deposit before sending them anything in writing, you should make your terms clear. I was not told that the deposit was not refundable, nor was I told that they would only accept cash or cashier's check (I was NOT told that a personal check was acceptable). The reason that I was not able to use them was that I needed to put the moving cost on a credit card. They never told me that this was not an option in the conversation before I sent my deposit. Once they had my money, they then made their terms clear in writing. The bottom line is this: For a company to require $500 before the will put anything in writing for you is deceptive. When you tell a customer that the deposit is non-refundable AFTER you receive the deposit, that is also deceptive (and quite manipulative). This company should provide a copy of the contract to customers before requiring a deposit to ensure that all parties agree to the terms before any money changes hands. Had I been provided this, I would have never sent the money. This practice is dishonest, manipulative and deceitful.
Regards,
[redacted]