AALL Care Free Moving

HelloI just received this email on the 11th and wanted to respond quickly to the complaint.When going over the details as to what we were unloading for ***We had estimated to hours [redacted] stated that he wanted movers for no more that hours and asked it we had a minimum of hoursThe response was we charge for each hour worked and if his move goes into the second hour he would be charged for that hourWhen the crew was texted the information we had stated that ,but also stated that it might take hours to remind the crew [redacted] stated that the crew did a great job with no complaints, even though he had several pieces of shop equipment ie drill press ,saw ,which all items went into the basement [redacted] our crew boss stated should of had men[redacted] the crew boss said the job went hour and minutes, which was over the hourWe don't prorate each hour never have since most moving companied charge for travel time, fuel charge ,which we don'tWhen [redacted] looked at he texted how our rate and pricing the customer seen the part that stated hoursWhen [redacted] was charged for the hours he wanted it prorated and [redacted] told him to call the office [redacted] never did Instead he has written complaint on all social site that he could.Please understand that we do have a hour minimum ,but we tried to make an exception to help this customer out and keep it at an hour.We have corrected this issue by reformatting the estimates to show the minimum breakdown better to all of our customers and in the future not waiver from it.It is not about the money ,but based on not given proper information from the customerI would have sent men and charged accordinglyPlease understand that most customers contact serval movers for pricing and don't always ask the same questionsAll of us have different ways that we price moves from minimums, rates, fuel, travel, stairs, bulky articles and service fees.I was and am sorry for the confusion with this customer and if in the beginning he would of called us we would of shared our concernsThis customers complaints on social media are out there and can't be reversedI would appreciate any thoughts that the Revdex.com has in this matter for in the future.We strive to make every move for our customers a great one.Thank you

Complaint: [redacted] I am rejecting this response because: The only resolution acceptable to us is the refund of the amount we were overchargedThe business response repeats the same mis-directed and assertions as their last response Sincerely, [redacted]

I would first of all once again state that I'm sorry for the confusion on the part of this customer and understanding the minimums. We always have a 2 hour minimum with the exception of very few moves where we strive to do it in 1 hour, but was unable to keep it at the 1hour minimum in this customers case. In this point about reading the text on the phone of a 2 hour minimum this was addressed in the original response that I felt to the crew it would be a 2 hour minimum based on the information given.We strived to do it in an hour and unfortunately [redacted] was only able to do it in an hour and 20 minutes. The crew actually was a huge help to the customer and strive to make sure to get it done as quickly as possible and recognizing they should have had three men did everything in their power to make it happen with two movers instead were able to accomplish this in an hour and 20 minutes with only two people instead of 3. In normal circumstances my two man team would have contacted me advising me and the customer they would require Three Men and the additional charge would have been $35 an hour.I am proud of my two man team for handling a three-man job my hat's off to my team. Actually the facts are the crew did complete the job in an hour and 20 minutes which did go over the one hour minimum weather this customer read the text on the phone or not. We have never had an issue where a customer has felt that they overpaid on the quality workmanship of our crew nor do I think that this is the case this time it's unfortunate this customer feels that an hour and 20 minutes worth of work was it worth the two hours that was charged.

Complaint: [redacted]
I am rejecting this response because: The only resolution acceptable to us is the refund of the amount we were overcharged. The business response repeats the same mis-directed and false assertions as their last response.
Sincerely,
[redacted]

HelloI just received this email on the 11th and wanted to respond quickly to the complaint.When going over the details as to what we were unloading for [redacted]. We had estimated 1 to 2 hours. [redacted] stated that he wanted 2 movers for no more that 2 hours and asked it we had a minimum of hours. The...

response was we charge for each hour worked and if his move goes into the second hour he would be charged for that hour. When the crew was texted the information we had stated that ,but also stated that it might take 2 hours to remind the crew . [redacted] stated that the crew did a great job with no complaints, even though he had several pieces of shop equipment ie drill press ,saw ,which all items went into the basement. [redacted] our crew boss stated should of had 3 men.[redacted] the crew boss said the job went 1 hour and 20 minutes, which was over the 1 hour. We don't prorate each hour never have since most moving companied charge for travel time, fuel charge ,which we don't. When [redacted] looked at he texted how our rate and pricing the customer seen the part that stated 2 hours. When [redacted] was charged for the 2 hours he wanted it prorated and [redacted] told him to call the office. [redacted] never did . Instead he has written complaint on all social site that he could.Please understand that we do have a 2 hour minimum ,but we tried to make an exception to help this customer out and keep it at an hour.We have corrected this issue by reformatting the estimates to show the minimum breakdown better to all of our customers and in the future not waiver from it.It is not about the money ,but based on not given proper information from the customer. I would have sent 3 men and charged accordinglyPlease understand that most customers contact serval movers for pricing and don't always ask the same questions. All of us have different ways that we price moves from minimums, rates, fuel, travel, stairs, bulky articles and service fees.I was and am sorry for the confusion with this customer and if in the beginning he would of called us we would of shared our concerns. This customers complaints on social media are out there and can't be reversed. I would appreciate any thoughts that the Revdex.com has in this matter for in the future.We strive to make every move for our customers a great one.Thank you