Annapolis Best Twins Movers, Inc.

Review: I hired the moving company back in the beginning of October 2013 for a move and was quoted one thing and then charged something a great deal higher AND my [redacted] mower was missing from the delivery AND I have been waiting 5 months for it. (Below is the letter I prepared for you back in December-I still have not gotten my mower)

To whom it may concern, December 14, 2013

I used [redacted] and [redacted], MD), who I thought was a professional moving company for my move from NC to OH, and now I feel I am mistaken about their level of professionalism.

I was given a quote over the phone my [redacted] and later, after being apprehensive about a phone quote, [redacted] emailed me a copy of the quote. [redacted] reassured me I was in good hands, the quote was binding and everything about my move would be to perfection, I just needed to sit back and relax.

My ite** were in a 10X25 [redacted] unit. (Of which I made very clear to ever company I spoke with that it was a PACKED 10x25 unit).

[redacted] gave me a quote of $2,350.00 and I agreed, I gave him my credit card info and a date was set up for my move.

A few weeks out, I got a call asking if my ite** could be picked up early and stored in the companies [redacted] unit until the delivery date, a week later. I was nervous about my ite**, imagining them being moved in and out of a truck, an unnecessary time, but agreed to, since the spokesperson (Either [redacted] or [redacted]) informed me it would help them out because they had a truck in the area and it would save them a trip.

I am currently in OH but I had a person in NC to meet the movers to get them into the [redacted] facility and into the unit. The day of the move, a week out from me moving into a new home, I get a call from the driver saying that there was no way this was a $2350 move and wanted to charge me $5000. I tried explaining I was given a quote for $2350 and that was what I was willing to pay. He told me he was calling headquarters and if things weren't resolved he was heading down the road. The driver also mentioned his truck may not even be big enough for my ite**. I immediately hung up and called (###-###-####, ###-###-####) the moving company and spoke to [redacted] or [redacted] ( so many conversations now, I have no idea) and they told me the right price was not quoted, I would have to pay $5000 or they could not complete the job. AND, that I had a short time to decide because the driver-movers had to get down the road to keep on schedule. I asked to speak to [redacted], who gave me the quote and they said he was no longer at that office that he was in NY. I asked how this mistake was my problem and that they should eat the difference and pack my things up as promised. They told me they could not for that price but how they "wanted to make me happy" and would do it for $4500. (I have so much going on with family health matters, on top of this move, that I didn't know what to do. I needed the ite** for my house in a week. My dad was in no place physically to help me with the move. I started a new job and didn’t have time off to do the move myself, but figured it was too late to get a date within a weeks notice with another company so I bit the bullet and agreed to the $4500 reluctantly.)

Oh, and to top things off, the truck was a 10X26 (approx size, I just know it was larger the dimensions of the [redacted] unit) did not hold all my ite**. A second truck had to come by later for the remainder of the ite**, of which the company made it sound like they were doing me a favor by getting the remaining ite**.

(And I had to trouble my friend in NC for a second time to be on stand by for whenever this second truck could come, to once again let them into the unit.)

(OH!!! That reminds me, had I actually had ALL my ite** moved out on that first trip, I would not have had to have paid for an additional month at the [redacted] facility. Something else that hopefully will be taken into consideration for my request of partial reimbursement from this horrific move.) (And the [redacted] facility did not prorate me, I got charged for an additional month.)

The day before the delivery, (October 18th) I had 3 message on my phone from the driver (I forget his name) wanting to confirm the delivery date. When I reached him after work he sounded in a panic and told me he had been trying to reach me all day. I explained I was a work, the date was still the same, and I would see him in the morning.

Well, now I think I know the urgency of his confirmation of the deliver date. THE DRIVER (Company) HIRED 4 GUYS-BOYS OFF OF [redacted] TO UNLOAD THE TRUCK THE NIGHT BEFORE (10PMISH)!!!! I paid an e[redacted]ous amount ($4500) for what I thought was going to be professional movers and INSTEAD I got local boys in the neighborhood who got paid a total of $200 for 6 hours of work. ($50 each for 6 hours of moving !?) Where did my money go? And I am not sure what the law says about child labor but the one BOY was 15 years old. The others were 19, 21, and 33, definitely not professionals.

The ramp wasn't secured to the truck very well, we had some rain, and with no surprise one of the movers fell coming down the ramp, carrying my stuff. Luckily, he was not injured, could have been a major law suit and maybe still can.

I was told from the company that my large ite** would be assembled, however, the driver continued to rush the boys, and it wasn't until after I called and spoke to [redacted] did the driver allow me to get them lunch.-(They had not had a break in 3 hours) After the call to headquarters, the driver seemed less impatient and slowed down a bit to let them eat and then set up my 1 bed.)

It wasn't until near the end of the move did I find out from the oldest mover that they were not with the company, and by far not professional movers, and had gotten hired from [redacted] the night before for $200. No clue what would have been done if the job was not accepted AND still CANNOT figure out where my money went or how [redacted] can call the**elves a professional moving company.

After the move was completed, I called [redacted] and spoke to [redacted] about the driver, and the [redacted] movers and he said he would contact the driver and see what had happened. When I spoke to [redacted] the next time, he told me I could file a claim for the damaged ite**. I mentioned reimbursement from the company and I asked for a specific amount be refunded to me and additional money for the local boys that excepted the job off of [redacted]. I asked where my money went, because when my family and I came up with an approximate amount we calculated $500 for gas and then split the rest for the front end of the move ($2000) and the other 2nd half for the back end of the move. ($2000) IF all that was used on the back half was $200 there is some missing money. [redacted] told me there would be no refund and I should submit a claim through [redacted], out of [redacted], AZ, to deal with the damage in my move and for the lack of professional movers on the back side of the move. (Not quite sure how the claim department should be held responsible for THEM not using professional movers but ??)

I asked [redacted] if he saw a problem with giving my [redacted] movers and instead of answering the question (which [redacted], and the driver all spoke broken English), he PURSISTED to tell me how the move should have been a $5000 move, how they had to send a 2nd truck to get the remaining ite** and how it cost them more money! Once again, making it sound like I was at fault and they were doing me a favor. I reminded him that they were a moving company and picking up my ite** and delivering them is what his service was for, and I could not understand how what he did, did not seem WRONG in his eyes.

OH, and I forgot to mention, I still do not have my [redacted] mower. According to [redacted] it is safe and sound in their [redacted] facility and they will get it to me ASAP. Since the delivery date, I had to HIRE a landscaper for $80 to mow my yard to be in compliance with the neighborhood. I had asked [redacted] for money to pay the landscaper and he did not comply. I was told on dif occasions there was going to be a truck in the area and my mower might be delivered but it still has not. ([redacted] even offered to pay me $700 for my mower because it was going to cost them $700 for a truck to deliver it)

Another thing, the day of the move, the driver had one of the boys working on mechanical stuff on his truck. (Pretty sure that isn't part of a movers job-especially one not employed by the company.)

I feel cheated and wronged by the company! I hope to be reimbursed for my damaged ite** although I am no longer being very optimistic with this company’s track record. I am currently working on the claim, and can only hope I do get reimbursed even though multiple ite** were either #1. a wedding gift (dishes, serving platters, pitchers, etc) or #2. with no way of having a receipt or purchase (older stereo equipment) and #3. things needing an estimate and I don't want to risk paying for one if I am going to get reimbursed, nor do I have time with work and doc appt to schedule someone to come give an estimate (my kitchen table that got the corner nicked)

I would still feel it only right for the company to send me partial reimbursement ($1500) and money for the local boys that moved my stuff ($200)

I also want my mower, it‘s been nearly 2 months!! (And reimbursement for what I spent out of pocket to pay someone for what I could not do because I had no mower.)

(And the $140 additional money I had to pay for an extra month at the [redacted] facility because the first truck could not take all the ite**.)

Whatever help you can do to help rectify this situation I would be most greatly!!

Sincerely,

[redacted]Desired Settlement: Billing adjustment-refund

Business

Response:

Thank

you for forwarding this customer complaint to our attention. We would like to

offer the following response. Twins van lines provided an estimate in good

faith to move the contents of a [redacted] unit. Pricing was based on information

provided by **. [redacted]. On the date of service it was determined that the

inventory to be shipped did not match the description given to the sales

associate. **. [redacted] was provided with revised pricing reflecting the actual content

of the [redacted] unit, which she accepted prior to commencement of service. **.

[redacted] agreed to the revised pricing and authorized the moving team to proceed

with the move.

Twins

Van Lines arrived with a 26’ box truck with sufficient capacity to accommodate the

[redacted] content **. [redacted] had described to the sales associate. Due to the much

larger move, Twins Van Lines had to send a second vehicle to accommodate the

rest of the load. Had **. [redacted] presented with the inventory she had indicated

she would have, the first truck would have been sufficient to accommodate her

shipment.

We are

reviewing the **. [redacted]s statement regarding the workers used by the delivery

driver. Though most deliveries are conducted with workers hired from a local

moving company, There are times when that is not possible and labor is obtained

through local want add or agencies. This is a common practice in the moving

industry.

**.

[redacted]’s ride on mower is currently [redacted] terminal awaiting transit to Ohio. We

regret the time it has taken to coordinate this however it we have had limited availability

system wide due a back log of deliveries resulting from the extreme weather we

encountered this year. We apologize for the delay and will do our best to

deliver the mower within the next few weeks.

**. [redacted]

presented with additional items to transport, but agreed to the revised pricing

and authorized Twins Van Lines to conduct her move. Since **. [redacted] received the

services she contracted for, and **.

[redacted]’s mower will be delivered to her as soon as space is secured on transport

to her area, she is not eligible for a refund. Thank you.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: when the original price was given to me, I told them the exact size of the [redacted] unit 9I called the company in NC to get an exact dimension) and that is was COMPLETELY full, packed by professional movers. Therefore, Twin Movers shouldn't have had a problem giving me a quote, that I was told was BINDING. Twin Movers cannot put this on me by saying they didn't have an accurate account of the info they were giving me a quote for. Which unless I am incorrect, binding means it cannot be changed. When they agreed to do my move, they were completely aware there wasn't a inventory list and I was told that was not a problem)As for Twin Movers giving me the opportunity to accept or deny the new, almost doubled, ridiculous price, my hands were tied at such late notice. I would have had a house without furniture being that it would take a couple weeks to rehire someone else.In reference to the statement from Twin Movers that their movers are some times hired through ads, the company website advertizes professional movers, and professionalism throughout the entire move. I don't know who would consider a teenager and a 19 year old from [redacted], who never worked for a moving company, as a professional mover.And lastly, I am having to pay landscapers to mow my lawn because it has taken Twin Movers 6 months to bring me my mower. This is unacceptable and I should be reimbursed.To top things off, with the kids moving my stuff, more items were damaged than usual moves, and Twin Movers insurance people [redacted] aren't granting me with much of a return. NOT to mention the fact that the claim to the insurance company had to be made within 90 days and IF something is damaged with my mower, I won't be able to claim damages. So, I definitely do not accept the response from Twin Movers. I was guaranteed professionalism from a professional company, and hiring someone at 10pm the night before from the local community from a [redacted] ad that were by no means experienced movers is NOT acceptable. And to not only FORGET to pack my [redacted] from their place of [redacted] BUT to not have it to me within a couple weeks of the delovery date in OCTOBER, isn't acceptable either.(I was told they could send me a picture of the mower. A picture does not cut grass. I was also told I wouldn't be charged to deliver the mower. I already pain-overpaid for the move, they are the ones that left the mower behind.)

Regards,

Review: Backstory:I hired [redacted] Best Twins Movers for a move from [redacted], VA to [redacted], MD. When I spoke with [redacted], she was helpful in scheduling my move and provided me a flat rate quote for my move. The movers came on time and promptly started packing my items in the boxes and then subsequently into the truck. When they arrived at my final destination I provided them pizza and drinks to have lunch while they unloaded the truck.Review:During the course of their packing they haphazardly crammed items I told them were fragile into boxes and did not take care of their packing methods. In turn they damaged multiple items, including glass, which I cut myself on unpacking as well as breaking a piece of woodwork. Also, a canvas painting was ripped. Their assembly methods were an issue as well. They reassembled my desk without installing any screws in it and when I put my computer on it after they had left my desktop collapsed and my computer crashed to the floor, catastrophically damaging the internals. To make matters worse they put a fist size hole in my wall while moving in a bed frame - I pointed out this damage to the foreman and he said to call the next day and they will pay for it. When my bill came it was twice what I was quoted and the hours billed were more than were worked. I called the company the next day to bring these issues to light - I was hung up on as I began explaining. I then called back three times and was hung up on and disconnected each time.Desired Settlement: I require a refund of half of the moving costs as well as payment for my computer, the damage to my wall and reimbursement for the painting and woodwork.

Business

Response:

We have tried to reach **. [redacted] on a few occasions in order to resolve this matter. We would like to offer **. [redacted] a 20% discount from the total cost of the move.

I hope that this will close this complaint.

Unreal - bugged me to do an in-house estimate for two weeks - felt like I was in a bad used car deal that I could not get out of so as a courtesy and against my better judgment I agreed to an estimate at our home.
I took the morning off from work and they called 45 mins before they were due to arrive to tell me they were "Too busy today to get to it, could they come on saturday instead'. They went on to explain that three guys didn't show up and all of the staff, including managers were on the road to handle the miscue and there was no way anyone could come to my home and do the 'quick estimate'. Interestingly, when I mentioned how disappointed I was and that I'd likely complain to Revdex.com about this unacceptable outcome, the salesman put me on hold (or at least he thought he did) and yelled to a manger in the same office "Hey, he's threatening to complain to the better business people, you should talk to him." Manager says "Let him complain". Truly unbelievable at some many levels.
As an Annapolis resident for 20-plus years and a MD member of several local organizations, including the MD Bar Association, I'll be sure that this never happens to anyone else again.
My time is money and they absolutely wasted my time -- don't let them waste yours (and be careful of their many different names and business monikers...I'm guessing that's purposeful so folks can't pin down who the bad actors are). Revdex.com is my next call.

Review: I bought the [redacted] Coupon for Twin Movers on 2 August 2013 and it has been the worse experience ever.I was told the movers would be at the storage facility to move my property to my home. Twins Movers did not do what they promised and has given me the run around. I called in August when I bought the coupon on August 2nd and they told me they were over booked for the days I wanted. I schedule the move for September 26 between 8 and 9 am and they did not show. I called and they reschedule the time for between 11 and 1 pm the same day. Still no show. I called and they reschedule the time for between 2 and 4 pm the same day 26 September and Still a no show and I took the day off, Twin Movers then reschedule for Sunday between 9 and 10 am. Still a no show. Twin Movers reschedule for Monday the 30th and I told them if they dont empty the storage bend Im looking at another month of storage fees. I called numerous times talking to [redacted] to get the job done. He said he would call me on Monday the 30th and took my work phone number to call when the truck was on its way. I called Monday the 30th to confirm, [redacted] said, and I quote, I thought they finished your move. He also said Im going to send the truck out to you right now with 3 people instead of 2 with a last minute crew. They will be there in 1 hour. They finally showed at 4 pm but now they tell me that the truck gets 1 hour and you have 3 hours to move. I was mad as [redacted]. After the run around now, youre telling me 3 hours at 4 pm on 30 September to empty my storage bend. Thants not on the coupon. Needless to say, the storage facility still has 20 boxes and I owe for October. If Twin movers had shown up Thursday or Sunday, I would have had enough time to move the rest of the boxes out. I was never informed of three hours because the voucher I purchase said 2 men and 4 hours. Misleading and bad, bad customer service. I will never get the hours back that I waited at the storage facility, the day and hours I took off and the October storage fee.

Product_Or_Service: 4 hrs of moving svs w/2 movers & a 24 ft truck

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund because I will never get the hours back that I waited at the storage facility. I want Twins Movers to post on the [redacted] site that 1 hour goes to the truck and you only get 3 hours of move time. Misleading the consumer.

Business

Response:

Thank you for forwarding this customer complaint to our attention. **. [redacted] contacted us for moving services via [redacted]. The [redacted] coupon was for 4 hours of service which **. [redacted] received in full. We regret that the time **. [redacted] allocated to the move was not sufficient to move the items she had however she opted not to pay for additional time and instead move the items on her own. All moves are required by our tariff to include an hour of travel time. We will be reviewing the wording on the [redacted] coupon to make sure it accurately reflects the services being offered.

I hope someone gets this review. We recently moved for the first time and also used an actual moving company for the first time so I honestly don't have anything to compare to however I'm sure no one else has had a bad of an experience as I did.
Overall I would never recommend this company. The customer service and just everything was horrible. Not to mention that I went through a broker to find these people. I was under the impression that a huge semi moving truck was coming to get my things. Instead this tiny box truck pulls up. Okay fine I can deal with that. Then the guys tell me my move is going to have to double in charge because I had more things then I had initially said. They were willing to negotiate in price which was the only good thing. But now makes me think if that price was even worth it. So here I am thinking my stuff would be on its route the next day or Two. My stuff didn't leave until over a month later. My things were picked up June 30, 2015 and didn't arrive to destination until August 10.
During this time I had mad several calls on when the delivery would be and no one returned my calls or reassured me that my things are okay safe and will leave as soon as possible. Had I known it would've taken that long I would've used someone else.
This was the worst experience ever.

Review: First, I had a time frame for them to arrive at 8am. They arrived at 910am. Upon their arrival the fat delivery guy stated the elevators were small. (Basically a cop out to not do any work).

Next when they arrived in my home they gave me a qutoe of 200 dollars more than the agreed upon price. The rude fat delivery guy then tells me (to take it or Leave it). I told him to get the hell otu of my house. Its no way they were gonna show up an hour and a half late then be rude and overcharge. The shady moving business practices have to stop some where. This is what happens when you give ignorant people of [redacted] and children a chance to act professional. The true criminal aspect of the business comes out. Never trust a moving company where the drivers are allowed to park an official vehicle of business out side the [redacted] apartments on [redacted]. (That shouls have been a clear indicator)Desired Settlement: A written explanation and apology.

Business

Response:

Thank you for forwarding this customer complaint to our attention. We would like to offer the following response. Twins Van Lines typically using a 1-3 hour window when scheduling the start time in order to account for possible delays due to traffic or time overruns on a previous appointment. **. [redacted] was advised that the start time would be between 8:00 – 9:00 but unfortunately we arrived 10 minutes late, which we have and do apologize.

Review: I hired Twins Moving to move my belongings in October 2012 from [redacted] to [redacted]. I stayed in the home with the movers the entire time and saw them load everything into their van. Before I left my home I performed a thorough check and made sure that the entire home was completely empty of every item. When I met the movers in ** on delivery day, I noticed that I was missing a very old, antique framed oil painting . I immediately called the moving company, they told me they would check on it. I have called them several times and all they tell me is I never took out additional insurance on the move. I'm sorry but I feel that it was somewhat of a scam and they knew I couldnt do anything about it and someone at that company took my oil painting. I feel that the owners never really checked for my painting. Can you help?

Business

Response:

Thank you for forwarding this

complaint to our attention. We regret that an item may have been misplaced

during transit. We do our best to delivery all of our clients items promptly

and in the same condition we received them. Unfortunately there are times when

items are damaged or misplaced. We

strongly deny [redacted]’s assumption that someone in our company took her

painting.

We have in place an

established claim process which [redacted] may take advantage of to seek

compensation. Our claims are administered by [redacted] and we

have asked that they send [redacted] claims forms to begin the process. [redacted] may also contact [redacted] directly by visiting their web

site ([redacted]) or by

calling them directly ([redacted]). Claim must be received within 9 months of

the delivery date and are reviewed and adjusted based on the terms of our

contract and the level of valuation coverage the shipper opted for on the

contract.

We regret that an item may

have been misplaced. [redacted] should submit a claim as required by our

tariff and Federal law. Thank You.

Review: I requested this company to move me out of my apartment and place my things into storage. The first thing they changed the moving price on me 3 times which should have been a red flag. They moved my stuff and I paid monthly payments for he months I was there.A week prior to moving into my new house I went there and scheduled the move out of storage which was set at a flat rate of $500 and paid with my credit card. The day before the delivery the company called me to ensure the delivery and time, he also asked for payment info which I instructed I gave to them a couple of days ago. The move was horrible!! The movers damaged my property (house) broke some ite** and didn't care. Scratched up my walls with fresh paint. When I ask the movers to be careful with my belongings, they proceeded to argue with me. Being very disrespectful to a paying customer. After they left I was happy it was over, not realizing it really wasn't. I was speaking with my credit card company because something didn't look right with my balance. They charged me $500, then went back a couple days later and took another $600 without my authorization. I did not owe this company any thing at this point. I went to manager and owner to explain to them they took money and they need to refund it immediately, now they are giving me the run around and have not refunded me the money THEY STOLE from me!!Desired Settlement: I want my money back, they know they were wrong for taking it! They are just trying to cover it up at this point.That is why they are giving me the run around with the company.

Business

Response:

Thank

you for forwarding this customer complaint to our attention. We would like to

offer the following response. **. [redacted] was charged for storage fees and the

delivery out of storage which total $600. Twins Van Lines collected only what

was due under the terms of the contract and **. [redacted] approved the charges.

We strongly deny **. [redacted]’s claim that Twins Van Lines stole or collected

funds they were not entitled to. **. [redacted] may dispute the charges with her

credit card provider if she is convinced the charges are unjustified.

We

regret items may have been damaged while in our care. To assist our customers

we have an established claims process in place. We have asked out claim administrator

to mail claim forms to **. [redacted]’s so that she may submit a claim. **.

[redacted] may also contact obtain claim forms on line at [redacted]. Thank you.

Review: HORRIBLE, HORRIBLE, HORRIBLE! I used this company on 9/21/13 to move a two bedroom apartment. I spoke with [redacted] and told him what I had and also said I have a lot of boxes. I was quoted $99 for the truck, three men at $99/hour and I stated I wanted 2 hours to load and 2 hours to unload and everything would be packed when the men arrived at 8am (they were almost 30 minutes late). 1. Upon arrival I noticed the truck they brought was too small to fit all of my things; only two men arrived. I stated this to the driver and he said they could make it work and that the third guy called out sick. I started to cancel then, but I needed to be out of my old apt in a week. 2. The driver stated they would not use the elevator because it would take to much time so they used the stairs. CRAZY! 3. I was told if I wanted my glass table tops and furniture wrapped, it would be $25/item. WHAT THE HECK! None of this was mentioned when I booked them! 4. The side kick couldn't speak English, I assume, but he understood me when I told him not to throw and drop my stuff, which he was doing a lot. So, loading took 3 hours, CRAZY!. Upon leaving to go to my new apt, I was told to go ahead, because they had to drive slow because the truck was so packed. Hmmm, seems to me you could drive faster. However, at 11:35, I stopped at the leasing office to return the elevator key that didn't get used, therefore they were in front of me instead of behind. Halfway there I noticed I never caught up to them or saw them on the highway. I called them and asked which route they took and it was stated the same one as me. Hmm, fishy. I never saw them and made it to my new place at 11:55am, picked up the elevator key and returned to my building by 12:02. At 12:06, I get a call saying they are lost, I give directions and waited another 10 minutes, still no truck. At 12:16 They call back saying they are still lost, I give directions again and ask where they are and that I can come to them; the reply, we are on our way. At 12:26, I call and ask how far away they were and I will meet them. I arrive at their " lost" place (the local [redacted]), where they eating on my time. If you are getting a lunch break while doing a job, it should be stated up front! So now it is about 12:45 and they start to unload the truck. At 1:30 one of the leasing manager come over and say my reservation time for the elevator is almost up and that I have only a two hour reservation. At this time, half of my things were not off the truck, they were dragging out the time. I had to tell them to hurry and unload the truck and get all my stuff on my floor so we could release the elevator, then move everything in my apt. So it's almost 4pm and time to pay. I was told it took 8 hours at $99/hour. Their tally: 1 hour getting to my old place, 3 hours loading, 3 hours unloading, and the almost hour that they were lost. BUNCH OF CRAP! I refused to pay for the time they were lost and I should not have paid all of the rest because as of today, I am still going back and forth myself hauling items because all of it could not fit on the truck. It was the drivers decision to use the stairs instead of the elevator, stating they charge a long haul fee. FOR REAL, YOU HAVE GOT TO BE JOKING! They broke my wine rack, chipped one of my glass table tops, scratched all of my furniture, since it was not wrapped. If I had been told upfront that wrapping was not included, I would have made sure I had blankets. I spoke to [redacted] at ###-###-#### on Saturday after the move and told him the issues I had with the men and he stated that I should talk with [redacted] the owner. I called the owner on Monday 9/23/13 and told him what occurred, he stated he would check into it and get back to me. Today is Wednesday 9/25/13 and I have not heard from him. He did not even offer to send another truck to finish getting my things! I tried to call the number that I was given for the moving day, but I am getting a disconnection tone. I called the number listed on [redacted], and still nothing. You don't know if you have the right people because the company name is not stated when the voice messinging picks up, it's states another number that you have reached. DO NOT USE THIS COMPANY!!!!Desired Settlement: I would like a refund of $331 for an unreasonable or excessive delay in service because the company did not abide by a verbose contract of 3 men hired for service, a refusal to use an accessible elevator that would have assisted in a quicker loading time, taking a lunch break while on the clock for service, a deliberate excess in delay of unloading the truck, and not completing the terms of the contract of having all my items moved to my new location.

I had something come up with the previous company I'd reserved to help with my move and ended up booking with Best Twins Movers. I was told I would receive a confirmatory call the day before, which I did not. I called myself to confirm. On moving day, they were supposed to arrive between 11am and 12pm. I received a call at 11:15am from the dispatcher letting me know they were going to be late. Arrival time was now between 1pm and 2pm. I only had the elevator in my new building reserved until 4pm, and made sure the dispatcher knew this. I received another call from the dispatcher at 12pm asking if we could change the move day to tomorrow, which I responded no, everything was already packed and ready to go. He told me the arrival time would be 2pm. At 2:30pm, the movers arrived. I had reserved 3 movers (as I was told this was policy for the move I was doing) and only 2 showed up. They were not in uniform. The truck was half full with another customer's things as well. They tried to tell me if we went over our 3 hour time frame, I would be charged more. I refused to sign saying that if they took longer to move things because they ended up having to take the stairs instead of the elevator, that was not my fault. Moving into the new building was relatively inefficient and they did not seem to know how to pack a freight elevator. Otherwise the movers were fine. The move itself ended up taking less than 3 hours and I requested the correct rate for 2 movers as well as a discount.

Review: I was quoted a price for moving my furniture out of storage in [redacted], VA to NY for about $1,398.20 based upon 105 boxes small, medium and large. I faxed Twins the inventory listing from the previous movers and was told the price is based on the weight of the boxes. I was also not honored a 10% coupon for first time customers and a $50.00 discount. After Twins arrived at storage locker they began to tell me the price is based on the square footage of the storage locker because they saw how much stuff I had and what the items where. After Twins took inventory of my items and saw the value of the itmes they determined that I could pay more and asked me how much I paid the first movers to store my items.

I was then told $2,850 and then they refused to do the job because I would not pay the ridiculous price and I was stuck in VA and had to spend the night in a hotel waiting for a new truck the next morning. I was then tod $3,500 because they knew they had me over a barrel and stuck with no way to get home with my belongings.

I was forced to give them 2,000 upfront and 1,000 upon the truck arriving and they did not do any work yet at all. They stopped working and demanded that I pay in full or they would not give me the rest of my items. I was then told that they want a tip because they had to take things in the basement also.Desired Settlement: I want a refund of the overcharge 1,650 because they would not apply the 10% discount and I was stuck in VA and my email would not work to hire another moving service, so they took advantage of the situation.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The response is just more documentation of the overcharge by Twins Van Lines.

Regards,

Business

Response:

When I first talked to the client she told me that we need to pickup and ship about 100 boxes form Virginia to New York. when the guys arrived at the pickup location there was more stuff and I explained to her that the cost will change accordingly. there was some misunderstanding and the client did not agree to the price. at that point I told the client that we can not accommodate her and she can look for another mover. an hour later she called saying that she is okay with the new charges of $3500.00 and if we can pick up her stuff. We scheduled a pickup for the following day. at this point we can not provide more discount because discount was already given prior to pickup of her belongings.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

They charged me based on [redacted] Movers cost to store me and the original cost stated in the email. There was no discount applied. The based the cost on 3500 lbs and then changed the way they estimated the cost when they saw my expensive items in storage.

I spoke to [redacted] and she quoted 1448.00 and she would apply the discount for a final cost of 1398.20.

Regards,

Review: I hired this moving company since they had a [redacted] voucher to discount the service. They sent me a quote for $346 after the [redacted] $250 discount (so a total of $596. Once they arrived the foreman showed me the contract and they started moving my things. He then told me that if they had to pack anything that would be extra and they wouldn't take anything that was loose (even if it was too big/awkward to put into the moving truck). So I had to pack items into my car, which I shouldn't have. Since they also wrapped my dresser and mattress (instead of just using the free moving pads mentioned in the quote) they added pricing. Finally, there is nothing in the quote regarding pricing for flights of stairs, and they told me the charged extra for that. They ended up charging me an extra $120 (which the foreman told me he discounted to give the guys a good tip). The actual move was great, they got everything into my new place without beating things up too much, but the billing was the problem and the extra fees which they pretty much entrapped me into paying by moving my things first.Desired Settlement: I would like a refund for the $120 extra fees above the quote, as information was not provided before the move until I was trapped into allowing the move to happen.

Review: 7/27/13 I spoke with [redacted] who quoted me a rate of $1,900 that was approved by the manager [redacted]. We had mentioned that we had received a quote of $1,688 but that company was not available for the our time frame. She stated that they would charge us the $1688 with the balance of $212 due after our furniture was moved. 7/29/13 I received a call from asking for the number of boxes I had to move and the quote was reiterated. When I asked if the number of boxes made the difference in the price, [redacted] told me "no" and that it was just to give them an idea of how much was being moved. 7/30/13- When the movers arrived, they had a figure of $2,400 plus and then said that with the additions that would be needed, they would try to cap it off at $2,500. They were on the phone for about 25 minutes with the company and apparently no one had knowledge of the quote that [redacted] had given. The movers went so far as to say that if we could not pay the total amount due on the front end, that our furniture would be in storage until the balance was paid in full. Because this was not the quote we agreed to, we turned them away. The authorization for the $900 deposit, run at the time of the quote (7/27/13), was forced through on the day of the scheduled move. We were told that our deposit would be refunded but we have been trying to contact the manager-[redacted], who is the only one to authorize our refund, and have been consistently told that he not available.Desired Settlement: Apparently this is common practice for this company because they are so comfortable with handling people this way. I only want my deposit of $900 back with NO deductions because of my inconvenience in having to secure another company and then be delayed in the process of my move.

Business

Response:

Thank you for forwarding this customer complaint to our attention. **. [redacted] contracted for moving services with direct delivery to Georgia. She received an estimate in good faith based on a list of inventory and services she provided to the relocations consultant. On the date of service **. [redacted] presented with a significantly larger inventory to be moved. She was provided with an adjusted price which reflected the additional inventory. **. [redacted] was unable or unwilling to accept the new estimated and instead opted to cancel her service. **. [redacted] was reminded that her deposit would not be refunded because she had presented with additional items to be moved and because we had already incurred significant expenses for having the team travel a number of hours in each direction to and from **. [redacted]’s residence, the costs associated with reserving space on a carrier for the direct delivery to Georgia and the loss of revenue during a very short moving season. **. [redacted] was not informed that her deposit would be refunded.

Review: I would like to report this seller is a fraud / scam. I saw ad ad : Washer and Dryer in exellent condition - $299

On 3/25/13, I paid [redacted] $270 in cash for a [redacted] washer and dryer set and [redacted] dishwasher at Twins Moving and Storage [redacted]. He promised the item works perfectly or he would send me a truck to pick back the item and give me my money back, the gentleman [redacted] who helped me picked up the items could be the witness.

The handyman verified none of the unit works. So I called [redacted] at [redacted] and left him a message to call me but no responds. so I texted his wife, [redacted]. She again insisted that items work before they were disconnected, she kept lying that the items worked. I also need to pay the mover $140 for picking up the junk, and $180 to the handyman to hook up those junk units and they don't work. I also lost a day of work on this matter.Desired Settlement: I would like to have my money back. $270 + $140 + $180 + $150 ($25 x 6 hours).

Business

Response:

Thank you for forwarding this complaint to our

attention. [redacted] purchased a washer and dryer as part of a private transaction

between two individuals. This was not a business transaction unrelated to Twins

Moving & Storage. Twins Moving & Storage did not enter into an

agreement with [redacted] and never exchanged consideration with [redacted].

As such [redacted] has no basis to submit a complaint against our business.