A2B Moving

I have previously responded to this complaint My last communication was 8/25/with the customer We re-sent the initial letter response to the claim again to them via regular mail

Complaint: [redacted] I am rejecting this response because:We booked the move with your company because your move coordinator Samantha repeatedly assured us that your company could have movers at our Renton location at 8:Please see the email dated 5/@ 11:am from your move coordinator confirming the 8:am arrival time One day in advance, your move coordinator called to confirm our move and again confirmed the 8:am arrival time As we explained when we booked, we had a very short window to move and we would not have used your company had we known you could not arrive on time We have worked with many moving companies over the years and they all show up on time when requested We have never had a mover show up almost hours late, ignore two emails from us, and then have the owner respond by being rude and shirking any responsibility (and without a basic apology)If your company had provided timely (and truthful) information about being late, and if you had taken the time to respond to our emails, we would not have submitted a Revdex.com complaint You admit that you were “not going to let the customer know the situation,” which is completely unacceptable You left us sitting at our home waiting for you and wondering if you even planned to show up Additionally, your response is the third story we have heard about why your movers were lateFirst it was that a mover’s car broke down in Kent and he needed a ride, then it was that the movers stopped for gas, and now it is that someone was sick Regardless of which story is the truth, it is absurd for a business owner to say that ensuring that his commitments to customers are fulfilled is “outside of [his] control.” As noted above, we had a short time frame to move We only had the freight elevator reserved until p.m., so my husband had to work as the 4th mover just to get the move finished before p.m Even then he had to plead with the apartment office and we made the next people’s move lateThe $discount barely offsets how much work my husband did to make sure our move was done properly Again, we never would have hired you had we known your employees would show up almost hours late, you would be so rude, and you cannot even be bothered with a basic apologyWe emailed you twice to give you the opportunity to resolve this outside of the Revdex.com and you could not be bothered to even respond or confirm receipt of our complaintYou only responded when we filed this complaint and did so by doubling down on your poor customer service We would appreciate an apology from your company, a gesture that is free and company with a Revdex.com rating should have provided as soon as you knew we were not satisfied In addition to the apology, we are owed a refund for some of the move fee

Complaint: [redacted] I am rejecting this response because: We have not received anything in mail yetI would request A2B moving to confirm the address to which they have sent the mail, date on which it was sent, and an estimate on when we will receive it Thanks.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:We sincerely appreciate your apology and confirmation that you will speak to your staff about improved communication Please know that the apology alone goes a long way toward resolving our complaint We would like, however, to receive some small amount of our monies paid for the move given the circumstances We are willing to accept less than 50% as originally requested and would consider an offer that you think is reasonable Thank you for your continued help in getting this resolved Sincerely, [redacted] ***

Yes we moved this customer on different occasions, once from her previous residence in Kent, WA to our storage facility (4/26/17) and then again from our storage facility to her new residence in Auburn, WA (8/2/17) These are considered separate moves Each move she was provided and estimate for services and neither move did we exceed the estimate, in fact, we were lower than the estimated cost on both moves (Copies of supporting documents can be provided if needed) We do not rush customers to decide on an option for valuation covered Ms [redacted] signed on different occasions for our basic valuation coverage which covers her items bases on a per pound coverage rather than actual value of the item Upon her move in to storage, Ms [redacted] was told on many emails and on written communication regarding the cost of the wardrobe boxes She hired us to pack her for her move in to storage and the cost for materials was clearly stated in the estimate and her bill of lading(Copies of supporting documents can be provided if needed) In fact, there were many items we wrapped and prepared for storage that she As for the claim for loss and damage of her items, this is still in process On her descriptive inventory it was noted that a box containing a vacuum was missing from the shipment It is our duty to make sure that box was somehow not left behind at our warehouse and our warehouseman should be given time to look for said item It is has not been located and a claim payment is forthcoming based on the valuation options chosen at the time of her moving

On the move day your husband refused to pay the $owed and only wrote a check for $ When our audit team reviewed the bill of ladings for the week vspayments collected it was noted that yours was short paid While I can understand the frustration about hearing from a collection agency over years later, after the move, several attempts were made to contact the customer and her husband following the move via phone and email Also, several invoices were also sent but there has been absolutely no response from customer.As for the collection on customers credit report, I believe that the timeline for payment once notified of the debt before reporting is days port notification They would have to speak with the collection agency regarding that

We completed the job in a timely manner and provided moving services as agreed Again, as I stated before, there are some things that I just can't control My employees showing up and reporting to work is something that I, as a business owner, don't have control over And yes, the driver/mover who was originally assigned to the move was sick The replacement driver came in and then they left, at that time we had NO IDEA that they needed to stop for fuel It wasn't until the customer called and I called the crew did I find out that they stopped for fuel I agree that more communication upfront as to what was going on should have happened. We always try our best to arrive on time and within our window and a set time never should be promised, and I will speak to our office staff regarding that We definitely dropped the ball in that area on this move and we are sorry for any extra stressed caused during the move and for that we do apologize

Complaint: ***
I am rejecting this response because:The estimate that the response refers to is one that the mover had me sign AFTER the move was done and at the same time as he had me sign the final billThe original estimate I received via email is attached, as well as the email stating that they would not exceed 25% of that quoteThe move took place over a month agoIf they have not found my vacuum and the missing boxes by now, they are not going to and she is just stalling because they don’t want to pay me back for the loss and for the breakageI have disputed that charge with my credit card companyI was told by the mover that I would be reimbursed for the wardrobe boxesInitially Laurene insisted that I was not charged for the moving boxes in an email, she later recanted that statement and now says they were not refundableI was rushed to sign off on coverage without having any idea of what they had lost only minutes after the last box was moved inThey were not hired to pack anything for meNo idea what she is talking about there...
Sincerely,
*** ***

Complaint: [redacted]I am rejecting this response because:
Received the letter from A2B in mail. It does not mention anything about the multiple damages caused by movers to our walls. Please re-evaluate the claim, and send us a response about the wall damages as well.
Sincerely,[redacted]

I have previously responded to this complaint.  My last communication was 8/25/16 with the customer.  We re-sent the initial letter response to the claim again to them via regular mail.

Complaint: [redacted]I am rejecting this response because:
 
We have not received anything in mail yet. I would request A2B moving to confirm the address to which they have sent the mail, date on which it was sent, and an estimate on when we will receive it.
Thanks.Sincerely,[redacted]

Yes we moved this customer on 2 different occasions, once from her previous residence in Kent, WA to our storage facility (4/26/17) and then again from our storage facility to her new residence in Auburn, WA (8/2/17).  These are considered 2 separate moves.  Each move she was provided and...

estimate for services and neither move did we exceed the estimate, in fact, we were lower than the estimated cost on both moves.  (Copies of supporting documents can be provided if needed) We do not rush customers to decide on an option for valuation covered.  Ms. [redacted] signed on 3 different occasions for our basic valuation coverage which covers her items bases on a per pound coverage rather than actual value of the item.  Upon her move in to storage, Ms. [redacted] was told on many emails and on written communication regarding the cost of the wardrobe boxes.  She hired us to pack her for her move in to storage and the cost for materials was clearly stated in the estimate and her bill of lading. (Copies of supporting documents can be provided if needed) In fact, there were many items we wrapped and prepared for storage that she As for the claim for loss and damage of her items, this is still in process.  On her descriptive inventory it was noted that a box containing a vacuum was missing from the shipment.  It is our duty to make sure that box was somehow not left behind at our warehouse and our warehouseman should be given time to look for said item.  It is has not been located and a claim payment is forthcoming based on the valuation options chosen at the time of her moving.

My records show a check was issued to the customer in April.  I did review banking statements and it looks like the check was never cashed.  I have not heard anything more from the customer so believed this claim to be closed.

Complaint: [redacted]
I am rejecting this response because:We sincerely appreciate your apology and confirmation that you will speak to your staff about improved communication.  Please know that the apology alone goes a long way toward resolving our complaint.  We would like, however, to receive some small amount of our monies paid for the move given the circumstances.  We are willing to accept less than 50% as originally requested and would consider an offer that you think is reasonable.  Thank you for your continued help in getting this resolved.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We booked the move with your company because your move coordinator Samantha repeatedly assured us that your company could have movers at our Renton location at 8:30. Please see the email dated 5/18 @ 11:14 am from your move coordinator confirming the 8:30 am arrival time.  One day in advance, your move coordinator called to confirm our move and again confirmed the 8:30 am arrival time.  As we explained when we booked, we had a very short window to move and we would not have used your company had we known you could not arrive on time.  We have worked with many moving companies over the years and they all show up on time when requested.  We have never had a mover show up almost 2 hours late, ignore two emails from us, and then have the owner respond by being rude and shirking any responsibility (and without a basic apology). If your company had provided timely (and truthful) information about being late, and if you had taken the time to respond to our emails, we would not have submitted a Revdex.com complaint.  You admit that you were “not going to let the customer know the situation,” which is completely unacceptable.  You left us sitting at our home waiting for you and wondering if you even planned to show up.  Additionally, your response is the third story we have heard about why your movers were late. First it was that a mover’s car broke down in Kent and he needed a ride, then it was that the movers stopped for gas, and now it is that someone was sick.  Regardless of which story is the truth, it is absurd for a business owner to say that ensuring that his commitments to customers are fulfilled is “outside of [his] control.” As noted above, we had a short time frame to move.  We only had the freight elevator reserved until 2 p.m., so my husband had to work as the 4th mover just to get the move finished before 3 p.m.  Even then he had to plead with the apartment office and we made the next people’s move late. The $97.50 discount barely offsets how much work my husband did to make sure our move was done properly.  Again, we never would have hired you had we known your employees would show up almost 2 hours late, you would be so rude, and you cannot even be bothered with a basic apology. We emailed you twice to give you the opportunity to resolve this outside of the Revdex.com and you could not be bothered to even respond or confirm receipt of our complaint. You only responded when we filed this complaint and did so by doubling down on your poor customer service.  We would appreciate an apology from your company, a gesture that is free and company with a Revdex.com rating should have provided as soon as you knew we were not satisfied.  In addition to the apology, we are owed a refund for some of the move fee.

On the move day your husband refused to pay the $500 owed and only wrote a check for $475.  When our audit team reviewed the bill of ladings for the week vs. payments collected it was noted that yours was short paid.  While I can understand the frustration about hearing from a collection...

agency over 2 years later, after the move, several attempts were made to contact the customer and her husband following the move via phone and email.  Also, several invoices were also sent but there has been absolutely no response from customer.As for the collection on customers credit report, I believe that the timeline for payment once notified of the debt before reporting is 30 days port notification.  They would have to speak with the collection agency regarding that.

Items they say were damaged in the move were addressed in the letter sent to the customer, along with a check for items.  This claim is considered CLOSED.

While I can appreciate a customer’s frustration for the crew’s arrival time on their move date….in reality, we were only 45 minutes outside of our “window” which we give to ALL of our customers in their confirmation email.  I do understand that a time may be requested but in this business a set...

time is just not possible.  We do our best to accommodate special requests but can’t make any promises. Our delay that morning was due to a driver calling in sick, thus the need to shuffle around drivers to get someone that is qualified to drive a 26’ truck.  This is no easy task.  At this point I was not going to let the customer know the situation as I wanted to either have a solution to getting the move done or possibly having to cancel the move.  (Which I have only had to do 1 time in the last 8 years) I did review the GPS tracking regarding arrival times and such for the move.  They arrived at the Renton location at 10:19 and left the Mercer Island location at 2:56.  According to the paperwork, they were only charged until 2:15 as a courtesy for the lateness.  ($97.50)  This situation was out of our control.  I unfortunately cannot control my employees when they have unexpected medical issues.