All Time Moving & Storage Reviews (%countItem)
All Time Moving & Storage Rating
Address: PO Box 1239, Whistler, British Columbia, Canada, V0N 1B0
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We received an original quote from this company for moving our 1 bedroom apartment from Whistler to Pemberton. The quote was $425.25 which includes $135/hour with two movers and a truck. We agreed in email that we will go for this arrangement.
During the day of service on July 8,2017, three movers showed up which surprised us. They explained that they have another job scheduled in the afternoon which required additional labor, so they decided to show up altogether for my job as well. At that point, no one has told me that extra cost is needed for the extra mover. The job took in total 4.25 hours to complete due to an unforeseen problem when moving kitchen appliances into the unit.(Original quoted 3 hours)
My girlfriend and my other friend were on site at Pemberton during the move. At the completion of the job, my girlfriend was told by the mover that "our company will finalize and send you the bill, and they have your credit card on file". None of the movers had confirm the total working hours with us. They had not provided any written receipt for acknowledgement, nor suggested any other method of payment.
On July 11, 2017, I received an email invoice from All Time Moving stated I was billed for 6 hours in total for the job (1 hour for two movers and 5 hours for three movers). The invoice was approx $1100 which was almost 3 times than the estimated cost. All Time Moving accused us for not providing accurate number of boxes in the first place. An additional 6-8 medium plastic boxes would not lead to triple the estimated quotation cost from a professional company, not to mention they sent an additional mover without our consent.I emailed to request for a call back to resolve the issue on July 12. I received an email from them slightly after. They made up a story by saying two movers showed up on that day, and realized we have way more items than they expected so one of the movers called the additional person on site on the clock. These were obviously not true. So I responded with what exactly happened.
I have been patiently waited for three business days and have not heard from them, so I decided to dispute the charge with my credit card company.
On July 18, they replied to me and refunded one hour of labor (the two movers for one hour) by saying that it was a clerical error. Clearly by refunding us, they agreed that three movers showed up altogether and which means they made up a story in their previous email. This is obviously unacceptable and overcharged us on purpose.
We have experienced below conflicts with this company in our email chains:
1. The billing hour should be 4.25 hours, the job started at 9:30am and ended at 12:45pm, plus a dump run which locates 5 mins north from our unit and a 30 mins return trip to Whistler. We added it up to 4.25 hours. They insisted that will be 5 hours in total.
2. We insist that we have not been informed that the additional cost of the third mover, nor requested for the third mover in the first place. The agreement was two movers only and we should only be charged to whatever we have agreed to. If moving 2 major kitchen appliances required the additional mover, I think it is fair to charge us 3 movers for an hour and 2 movers for the remaining 3.25 hours.
3. They are making up story trying to overcharge us, which make us highly doubted their professionalism and their ethical practice. We also have phone record to prove that the needed time for the return trip and the dump is way less than what they have billed us for.
4. We have tried to resolve the issue with them prior to reaching out Revdex.com; however, we have not heard from them since July 18 and I don't think they want to resolve in good faith at all.
I have kept all email correspondences with All Time Moving. If you need more information I am more than happy to provide back ups. Those emails demonstrated that their representative was trying to cover up their error and unprofessional business practice.
Initial Business Response /(1000, 10, 2017/09/11) */
Thanks for your help in dealing with this case.
I will address Mr ***'s complaint, noting his issues and referencing our string of email correspondence, where we have previously addressed Mr ***'s points. Including the relevant sections of our Terms and Conditions. I will also forward a copy of the original "Estimate" which contains our full Terms and Conditions."
First of all, to be absolutely clear, Mr *** was never sent a "quote." He was sent an "Estimate" along with our Terms and Conditions.
By accepting our "Estimate" he agreed to our Terms and Conditions. Below is the relevant section of our Terms and Conditions.
"-Acceptance of our services constitutes acceptance of these terms.
-Final charges are based on the ACTUAL time spent, as determined at the time of completion. This is an only ESTIMATE based on the information received."
On the day of the move, July 8th 2017, 3 movers did arrive at the pickup address. Our crew had other jobs in the afternoon and wanted to make sure they could get Mr ***'s move completed in time to make their other commitments. If our crew had arrived and the move was indeed "Smaller than 1 bedroom dwelling worth" as Mr *** had informed us, then only 2 of the movers would have stayed. In fact the volume to be moved was more like a "2 bedroom dwelling's worth" with stairs so our supervisor decided to keep 3 movers on the job. Our supervisor (and also the other movers on the job, who we checked with also) confirmed that the client was informed of this. There was a miscommunication between All Time Moving staff about the arrival of the 3 movers which resulted in our "Clerical Error" during billing for the job. The client was refunded for this clerical error.
Below is a copy of the information originally given to us by Mr *** when he filled out our Estimate form:
DATE OF MOVE: 2017-07-08
Type of Move: Residential Move
Volume of Move: Smaller than 1 bedroom dwelling worth
Name: ***
Company Name:
Organized By:
Cell Phone: XXXXXXXXXX
Home Phone:
Email: ***@***
Pickup: *** Whistler, *** No:
Dropoff: #X-XXXX *** No:
Distance: 32.733
Pickup Location 2: Unit/Apt No:
Dropoff Location 2: Unit/Apt No:
Details: one queen size bed with box spring, one TV stand, a 58' TV, around ten small to medium sized boxes
a few kitchen appliance to be move up to the apartment at destination storage
Additional Notes:
Heavy Items: None
Access: No Access Issues
Stairs/Elevator: 1 Flight of Stairs
Boxing/Packaging Services: False
Discount packing supplies: None
Channel:
How heard: Google
Internal Notes:
"Volume of Move: Smaller than 1 bedroom dwelling worth" was selected when in fact the Volume of Move was more like a "2 bedroom dwellings worth"
No mention was made of any dump run.
Mr *** also wrote: "Details: one queen size bed with box spring, one TV stand, a 58' TV, around ten small to medium sized boxes"
Our movers have all confirmed there were many, many more items than this!
Mr *** selected: "a few kitchen appliance to be move up to the apartment at destination storage"
Additional Notes:
Heavy Items: None
Access: No Access Issues
Stairs/Elevator: 1 Flight of Stairs"
These "few kitchen appliances" turned out to be a nightmare. The were too big to go in the door in their packaging so had to be removed and between the stairs and the door there were many "access issues"
When asked about "Heavy Items" (more than 2 men required) Mr *** responded "None." This was inaccurate as it would not have been possible for 2 movers to safely carry the large fridge safely up the stairs and in to the unit. So 3 movers were indeed required. These circumstances were unknown when the movers started the job and it is lucky that there was 3 movers there to get the appliances in.
Ultimately, if Mr *** had filled out our Estimate form accurately, we would have Estimated for 3 movers in the first place. This was a 3 mover job.
On July 11th 2017, Mr *** was sent a "Sales Receipt" for $1113.00. 3 movers for 5 hours and 2 movers for 1 hour.
This is where the "Clerical Error" occurred. When making up the Sales Receipt, a few days later after the weekend, I mistakenly thought that 2 movers had turned up at Mr ***'s residence and had then arranged for a 3rd mover to help due to the volume of the move. When I spoke with our Supervisor he corrected me and explained what actually happened. The 1 hour charge for 2 movers was simply a Clerical Error. No-one from All Time Moving was "Making up stories" as Mr *** is suggesting.
Agreed it is not professional for a "Clerical Error" to be made, but unfortunately in very rare cases mistakes happen, and this was one of those cases. Mr *** was issued an explanation, apology and a refund for this overcharge. Nobody was trying to mislead him or "overcharge him on purpose."
We were informed by our Supervisor that, when they left Mr ***'s new Pemberton residence, Mr ***'s girlfriend confirmed that the final charge could be charged to the credit card on file. Our supervisor was a long term trusted employee of All Time Moving and none of the management team had any reason to doubt his reported hours.
Mr *** was informed of the following payment terms when he accepted our Estimate.
"Payment and cancellation terms:
-A credit card number(number, expiry & 3 digits on the back) is required as security to book a move. Please call or email this in when you want to make a booking. A hold will not be placed on the card, the card is purely held as security for non payment.
-Payment is required to be paid on site on completion of the work, if the job has multiple portions or storage then payment is due on completion of each portion/commencement of storage.
-Please pay the foreman via cash, cheque, or email transfer to info@alltimemoving before he leaves. You can also pay via credit card though there are 2.5% transaction fees incurred.
-Nonpayment on completion of the job is only accepted when agreed upon prior, if you are unable to make payment on completion of the job please contact us to organize terms.
-Failure to make payment on completion of the job or within the terms agreed upon will result in your credit card being charged.
-If your preference is for us to just charge your credit card on completion of the job please confirm so.
-For storage services a credit card to automatically draw the monthly fee from is required. If you do not wish to pay this way please pay in full at the time of move in.
-Storage is rented per month only, if you do not wish to be charged another month your items must be removed by the monthly anniversary of move in.
-Any cancellation inside of 7 days of the date of your move well result in a 1 hour charge at the rate quoted or 20% of flat rates quoted. No charge when outside of 7 days.
-Acceptance of our services constitutes acceptance of these terms.
-Final charges are based on the ACTUAL time spent, as determined at the time of completion. This is an only ESTIMATE based on the information received."
Mr *** states that the total billing hours were in fact 4.25 hours. We have no reason to believe that the 5 hours our Supervisor reported are inaccurate.
The travel times between locations may well be accurate if being done in a car, perhaps in the evening with very little traffic. On the day in question, a Saturday, our movers were travelling in a large commercial vehicle which travels slower than a car and would have had to deal with the congestion caused by weekend tourism. Extra traffic, RV's / Campers, tour buses etc.
Mr *** has said that he does not want to pay for 3 movers as he only requested 2. However, 3 movers work 50% more efficiently that 2 movers. So if it took 3 movers 5 hours to complete the job, it would have taken 2 movers 6.75 - 7.5 hours to complete the move, resulting in the same total cost, if not more. This has been explained to Mr *** in our email correspondence but he is unwilling to accept this fact. If we were to reduce the bill to Mr ***'s desired amount then All Time Moving would barely be covering it's expenses for the job.
Despite the untrue accusations of unprofessional practices, overcharging and making up stories by Mr ***, All Time Moving and Storage Ltd are willing to issue a refund for the travel time of the third mover for the round trip from Whistler to Pemberton. We charge $50/h per additional mover so 1.5 hours travel time at $50/h = $75.00. That is it. That is all. We hope this will make Mr *** feel better about this whole situation and put an end to the time and resources being spent by our company to resolve this issue, distracting our management team from their daily workload.
We would like for Mr *** to send a formal apology for his defamation of All Time Moving & Storage Ltd's good name. The company has been in business for over 10 years and we have never encountered such a dispute. All Time Moving always endeavors to treat its clients fairly, and provide a professional efficient service. We like to go over and above, even more so for our local clients, to make sure they feel they got the best deal possible. We have many fantastic reviews to demonstrate this.
Lastly we would like to apologize for the delay in dealing with this issue. We have no record of receiving any mail dated 2017-07-25 informing the business of the complaint. The first we heard of the complaint to the Revdex.com was the letter dated August 25th 2017.
Although I have written this response, as it was myself who originally dealt with Mr *** and was best informed to respond. Any decision made regarding further action must be made my the owner, Mathieu *** who can be reached at this same email address and at XXX-XXX-XXXX ext 1.
Thank you for your time dealing with this complaint. I hope our response shows All Time Moving's point of view, and helps you clarify this unfortunate situation.
Kind Regards,
Euan ***
On behalf of Management Team
All time Moving & Storage
PH:XXXXXXXXXX
www.alltimemoving.ca
Initial Consumer Rebuttal /(2000, 14, 2017/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although some areas of your response are still debatable, we decided to accept the $75 refund and put this to an end. Please send us the final adjusted invoice for the job with the refund transaction listed on it.
To be fair, your movers did a great job on that day and we truly appreciate their effort.
Despite my girlfriend agreed to charge the final amount to the credit card on file, the fact that the total was never confirmed to her resulted in this chaos. Perhaps this is a training opportunity for your team to increase transparent communications with your clients
As for the billing experience,it is disappointing that we got shut down immediately after genuinely brought up the billing error. We work in the customer service industry and we understand these things happen. It is simply unacceptable that we receive no follow up nor response at all, until a dispute is in place.
Anyway, thank you for your response.
Regards