Available Movers

To Whom it May Concern:Customer Name: [redacted] Move Date: 3/29/16Move Details: Herndon, VA to Prospect, VA full service move, to include packing services and materialsAttached Items: Invoice for payment, Signed Contract, Refund Receipt for client credit owed, Emailed Quote that client received immediately upon confirming a reservationInitially, our representative spoke with another family member to get the details for the move on 3/25/At that time it was described as a two bedroom apartment, with only one bedroom furnishedTherefore we determined the necessary truck size would be a 17FT truck, and pricing that would go along with that and provided the estimate of $Once our representative spoke with [redacted] to confirm the move, he inquired about pricing for packingWhen asked the details about what would need to be packed we were told it would be some kitchen packing and a few other miscellaneous items, based on that estimate we budgeted for our crew to spend hour of packing and there would be an additional charge of $to include the crews’ time and packing materialsOne day prior to the move, Zain spoke with [redacted] , and again was confirming the amount of items that would be going to ensure that there would be no issues with truck sizeAt that time Zain was told that there was quite a bit more items than we were initially aware ofHe explained this to [redacted] and told him that we would need to send a larger truck and that this would change the estimate that we had previously providedWe had previously assigned a company truck to for the move, but as we were provided the detailed information, we knew the move would require a larger truck, therefore since all other company trucks were assigned to other jobs, we had to rent a 26FT truck to accommodate the moveAdditionally, once we knew that the size of the move was larger than initially anticipated, we knew that crew would also be spending more time to load and unload all items, which increases the price of serviceI sent the new estimate to [redacted] ’s email addressAdditionally, the contract sent on move day prior to the start of the move, had the revised pricingWe require the contract to be signed prior to the start of the move so that we are all on the same page regarding pricingAt that time if there had been any questions or concerns, the office is always available via phone, and we could have discussed this with the clientWe would prefer to clarify any issues prior to the start of the move so that there are no issues laterOnce the contract is signed and the crew begins working, everyone has agreed to the terms of service During the packing process, we were contacted by the crew to explain that the packing was more than we had anticipatedZain called [redacted] to discuss that there would be an increase in pricing as the crew had spent more time than initially budgeted for on packing, as there was quite a bit more packing to do than was specifiedAt that time [redacted] expressed his concerns about paying more for the extra time spent packingNow since the latter increase was not previously discussed or included in the contract, Zain agreed not charge any additional money for the extra time required for packingAdditionally, after having a discussion with [redacted] during the move process, he expressed that he was unhappy with the price that was indicated on his contract and email estimateI understood his concern, although we discussed the day prior, and I agreed to find a price that would cover some of the increased costs to the company, but also would be fair to [redacted] so that he would be satisfied with his moving experienceWe agreed on a price of $which was a large discount, from the pricing indicated on the contract and email estimateAs is stated on your Terms and Conditions within your estimate we always authorize charges prior to move day to ensure payment, I explained to [redacted] that he would be refunded the difference of $ Many of these issues could have been avoided if we had done an in home estimate prior to the move, which is typically done, but this move was done within very short notice I would have been happy to discuss any concerns the client may have had with billing, even after their move was completedHowever, I was not contacted by the client after completion of the moveTypically, filing a complaint with the Revdex.com and your bank is done as a last resort, if the company you are doing business with is either unresponsive or does not come to an agreement with you that you find fairAfter discussing the final agreed price of $1600.00, I was unaware of any further issuesOnce I was made aware that this complaint had been filed and other reviews were posted online, I tried to contact the client by phone to discuss their concernsThe customer responded via email that they wanted to be contacted via email onlyI obliged and emailed them to try to address their concernsI received no response and the client proceeded with initiating a chargeback with their bankA chargeback was filed with the client's bank in the amount of $on 4/5/16, the client was also refunded $on 4/4/So moving forward we will have to resolve this issue through the chargeback processI am disappointed that the clients were unhappy with how their moving experience was handled, I always prefer to handle issues within our company when possible, so I was surprised when these outside resources were contacted prior to us As a company we tried our best to work out a price that the client was satisfied with even though the scope of work had changed, and the client was aware of these changes in writing and by phone prior to the moveIf the client was not satisfied with the pricing, then they should not have moved forward with our services, until they felt comfortable with the priceAs a locally owned business, the key to our success is ensuring that our customers have a great experience and would feel confident referring us to others, so it is very important to us to continue doing our best to ensure client satisfactionThank you,Laura K [redacted] Available Movers

To Whom it May Concern:There was a difference between the final billing and what was processed on *** ***'s card ending in ***The refund was processed yesterday 4/20/at 1:PM*** ***, was sent a copy of this refund receipt to his email address that we have on fileI double checked with
my merchant processing and they confirmed that the refund was processed successfully and has already been pulled out of our accountWe can only process the refund, after that individual banks take typically 1- days to place funds in the accountI have done my part and sent confirmation of this refund to our customer(Please see refund receipt attachment) Please let me know if you have any additional questions or concerns. Thanks,Laura K***Available Movers***

To Whom it May Concern:The client and I have discussed this issue since, the complaint was filed and we have come to an agreement with one anotherThe client was unaware that deposits paid to us to hold a move date and time are non-refundableThe client reserved two move dates with
a deposit of $for eachWe have agreed to refund the client $500.00, and we have mailed out a check to him in that amount. Thank you,Laura K***Available Movers

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Mr*** *** was moved by our crew on Monday March 28thDuring his move, there was an incident and his television was damagedAccording to our claims processed, I instructed Mr***, to send photos, proof of purchase, etc to our email addressHe sent over photos, etc, and I received
themThe state of Virginia requires moving companies to provide Released Value Insurance, to its customersThis covers clients belongings at $cents per pound, with a per article maximum of $We provide details of this coverage in an emailed copy of the quote that the customer receives prior to their move date, as well as on the paper contract that the customer must sign on their move dayThe purpose of this law is to enable moving companies to provide low cost moving services, for local moves, without taking on the full liability of damagesUpon receiving, the photographs, I called to discuss this with Mr***I explained to him that while Released Value Coverage would only provide him up to $50.00, I would do my very best to see what the maximum would be that I could reimburse him for the damage, as I wanted him to be satisfied with his moving experience After a week, I contacted Mr*** to let him know that I was able to get a refund of $approved for himThis was times, the amount, that we are legally liable forQuite frankly I thought that since I went way above and beyond our legal responsibility for reimbursement, that Mr*** would appreciate the special accommodations made for himHowever, I shortly after received a complaint and email that showed that he was unhappyI understand his concern and am very sorry that his television was damaged during his moveThis is something that I have never encountered before, and I took it upon myself to determine the very best way to work out a fair arrangementWith Released Value Insurance for a television of his size, the average payout would be $I sent out the check for $to Mr*** yesterday on 4/28/Please let me know if you need any additional information. Thanks,Laura

To Whom it May Concern:[redacted] has been issued a check in the amount due back to her of $468.00. Initially, there was an issue with settlement of the refund that was processed to the clients' account. The client told me that she was going to handle the...

issue with her bank, through a chargeback. When a client initiates a chargeback, the funds are automatically pulled from our account; then we decide whether to accept the chargeback or dispute the chargeback. After a week or so had passed, and I noticed that the funds had not been pulled out, I called the client to ask whether she had initiated a chargeback. The client explained that her bank was not working with her to obtain the funds. I was unsure what she meant specifically, but I agreed to go ahead and issue her a check, given that she would not begin a chargeback. She agreed and her check has since been mailed out. I am happy to assist in any way possible, should the client need any further assistance. I would also like to offer my apologies to the client for the inconvenience that she experienced in getting this refund back.Thank you,Laura Available Movers

To Whom it May Concern:Customer Name: [redacted]Move Date: 3/29/16Move Details: Herndon, VA to Prospect, VA full service move, to include packing services and materialsAttached Items: Invoice for payment, Signed Contract, Refund Receipt for client credit owed, Emailed Quote that client received...

immediately upon confirming a reservationInitially, our representative spoke with another family member to get the details for the move on 3/25/16. At that time it was described as a two bedroom apartment, with only one bedroom furnished. Therefore we determined the necessary truck size would be a 17FT truck, and pricing that would go along with that and provided the estimate of $900.00. Once our representative spoke with [redacted] to confirm the move, he inquired about pricing for packing. When asked the details about what would need to be packed we were told it would be some kitchen packing and a few other miscellaneous items, based on that estimate we budgeted for our crew to spend 1 hour of packing and there would be an additional charge of $350.00 to include the crews’ time and packing materials. One day prior to the move, Zain spoke with [redacted], and again was confirming the amount of items that would be going to ensure that there would be no issues with truck size. At that time Zain was told that there was quite a bit more items than we were initially aware of. He explained this to [redacted] and told him that we would need to send a larger truck and that this would change the estimate that we had previously provided. We had previously assigned a company truck to for the move, but as we were provided the detailed information, we knew the move would require a larger truck, therefore since all other company trucks were assigned to other jobs, we had to rent a 26FT truck to accommodate the move. Additionally, once we knew that the size of the move was larger than initially anticipated, we knew that crew would also be spending more time to load and unload all items, which increases the price of service. I sent the new estimate to [redacted]’s email address. Additionally, the contract sent on move day prior to the start of the move, had the revised pricing. We require the contract to be signed prior to the start of the move so that we are all on the same page regarding pricing. At that time if there had been any questions or concerns, the office is always available via phone, and we could have discussed this with the client. We would prefer to clarify any issues prior to the start of the move so that there are no issues later. Once the contract is signed and the crew begins working, everyone has agreed to the terms of service. 
During the packing process, we were contacted by the crew to explain that the packing was more than we had anticipated. Zain called [redacted] to discuss that there would be an increase in pricing as the crew had spent more time than initially budgeted for on packing, as there was quite a bit more packing to do than was specified. At that time [redacted] expressed his concerns about paying more for the extra time spent packing. Now since the latter increase was not previously discussed or included in the contract, Zain agreed  not charge any additional money for the extra time required for packing. Additionally, after having a discussion with [redacted] during the move process, he expressed that he was unhappy with the price that was indicated on his contract and email estimate. I understood his concern, although we discussed the day prior, and I agreed to find a price that would cover some of the increased costs to the company, but also would be fair to [redacted] so that he would be satisfied with his moving experience. We agreed on a price of $1600.00 which was a large discount, from the pricing indicated on the contract and email estimate. As is stated on your Terms and Conditions within your estimate we always authorize charges prior to move day to ensure payment, I explained to [redacted] that he would be refunded the difference of $443.00. 
Many of these issues could have been avoided if we had done an in home estimate prior to the move, which is typically done, but this move was done within very short notice. 
I would have been happy to discuss any concerns the client may have had with billing, even after their move was completed. However, I was not contacted by the client after completion of the move. Typically, filing a complaint with the Revdex.com and your bank is done as a last resort, if the company you are doing business with is either unresponsive or does not come to an agreement with you that you find fair. After discussing the final agreed price of $1600.00, I was unaware of any further issues. Once I was made aware that this complaint had been filed and other reviews were posted online, I tried to contact the client by phone to discuss their concerns. The customer responded via email that they wanted to be contacted via email only. I obliged and emailed them to try to address their concerns. I received no response and the client proceeded with initiating a chargeback with their bank. A chargeback was filed with the client's bank in the amount of $793.25 on 4/5/16, the client was also refunded $443.00 on 4/4/16. So moving forward we will have to resolve this issue through the chargeback process. I am disappointed that the clients were unhappy with how their moving experience was handled, I always prefer to handle issues within our company when possible, so I was surprised when these outside resources were contacted prior to us.  As a company we tried our best to work out a price that the client was satisfied with even though the scope of work had changed, and the client was aware of these changes in writing and by phone prior to the move. If the client was not satisfied with the pricing, then they should not have moved forward with our services, until they felt comfortable with the price. As a locally owned business, the key to our success is ensuring that our customers have a great experience and would feel confident referring us to others, so it is very important to us to continue doing our best to ensure client satisfaction. Thank you,Laura K[redacted]Available Movers

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Money refunded. 
Regards,
[redacted]

From: Movers Available [redacted]Date: Tue, Mar 31, 2015 at 12:07 PMSubject: Response to complaintTo: [redacted]Hello, In regards to complaint # [redacted], we have dispatched a repairman to his location to correct the issues/concerns brought forth by the customer. We...

directly handled the manner with the customer.Thanks,Laura K.Available Movers

Review: We canceled their service the day of because we had a contract with the company for them to arrive at our home at noon on the 26th of April. Two days before the called and said they would be there by 1430, which I was not okay with since I was closing on my place at 1500. Five minutes to noon on the day the company was to show they called and said "I can't guarantee a truck by 1700. But if you will be flexible we will get it done today." That was NOT okay. They gave me all kinds of excuses as to what was going on, none which inconvenient the customer causing the problem, just me. I told the gentleman that I was speaking with to cancel and reimburse us that minute. At first he said "I'll let you think about it for an hour before doing so." I said "No do it now." Then he said "I'll let you think about it for 30 mins and if you don't call back I'll do it then." I said "No, do it now." He said okay. It's been a week and a half and after going back and forth with the company (and [redacted]) we have still NOT been credited back the charge for the services. First, this company is unprofessional. Second, they need to give us our money back and at this point with interest, but I'll be happy with just getting reimbursed. Also for them to be dinged by the Revdex.com for poor to NO customer service.Desired Settlement: First, this company is unprofessional. Second, they need to give us our money back and at this point with interest, but I'll be happy with just getting reimbursed. Also for them to be dinged by the Revdex.com for poor to NO customer service.

Business

Response:

Hello [redacted],

I apologize to you for the inconvience you suffered due to your move being delayed. I accept responsibility for causing you this trouble. As I am sure you know things happen sometimes which are outside of our control, as soon as I was informed that the movers were going to be at your home later than your scheduled move time, I immediately called to inform you of the delay and to give you an approxiamate time. I tried my best to work with you given the circumstances, and I understand that none of these other options worked for you due to time restrictions you had during your move. [redacted] explained that she did not want the movers to come later that day, and instead would like to cancel the move, we immediatley agreed to refund the deposit of $140.00 that was paid to book the move. We initially credited the card on file for [redacted] a total of $140.00 on 04/28/13, then several days later we were notified via email by [redacted] that he had still not received his refund, which we explained typically takes 5 - 7 days depending on your bank. Again, on May 6th we received another email from [redacted], that he had still not received his refund, I replied that I would contact Merchant Serives to inquire as to exactly what the status of this refund was, I contacted them and found out that the credit was refunded to another customer due to a mistake that I had made when processing the refund. I have already resubmitted the refund of $140.00 and have sent a copy of the receipt for this credit to [redacted]'s email account. Agian, I apologize for the issues you experienced on your move date and the issues we had in returning you your deposit. Please let me know if you have any further questions/ concerns.

Thanks,

[redacted]

Available Movers

Review: On 7-9-14, I engaged the services of Available Movers to assist in a local move in [redacted] Virginia. I discovered this company while driving one day and noticing a sign posted in an intersection near a stop light in Northern Virginia, which I am fairly certain is an illegal advertising venue. Regardless, I made a reservation for this company to move on the 9th. The movers responded to my first destination and began the process of the move which was estimated to take approximately 7-8 hours. After packing my previous household in [redacted] VA into the moving van, the three man moving team proceeded to our final destination and our new residence in [redacted] VA.

This is where things began to take a serious turn for the worse. While the movers were unpacking the moving van, my wife noticed a large 'chunk' of wood that had been gouged out of a formal sitting chair that had previously had no damage. She had discovered that this chair had not been covered either with a moving blanket or any protective materials as they off loaded it from the van. We immediately advised the moving crew of the damage, and to call their supervisor immediately. One of the workers stated that he made the call and was waiting to hear back. They continued with the move, and upon carrying a formal dining room table to the first flight of stairs, subsequently ran the corner of the table into the wall putting a large dent into the drywall. After struggling to regain control, they then dragged the edge of the table several inches into the corner of the drywall causing considerable damage and even exposing the metal corner bead under the drywall. They asked ME to then help them (I am not a mover and I was paying them!) to get the table to the room where it was situated. Note: (Upon doing so I severely strained my back). This nightmare continued as one of the movers had attempted to move a box that was stacked (MULTIPLE BOXES) on top of a group of less supportive wardrobe boxes. As he moved a box, several boxes fell and crushed the wardrobe boxes as they tumbled onto the floor of the moving van. I heard my wife scream as she witnessed this. This was about 11 hours into a move that took OVER 12 hours due to incompetent, possibly untrained workers.

I was eventually handed a cell phone from one of the workers who advised that the owner wanted to speak to me about the damages. I cannot recall the name of the man on the phone; however, he appeared to have a heavy accent that appeared possibly Middle Eastern. I explained about the damage to my wife's $1,200 chair, the damage to the walls in my new home as well as the boxes that fell in the truck due to being improperly loaded. He assured me that they would be sending a "handyman" out within 7-10 days, and if he could not repair ANY of the items mentioned, they would be replaced.

We have called and emailed dozens of times since then, and a company representative (Laura) who initially scheduled the move has FAILED to resolve this matter in any way. The last communication was that her "handyman" would be out no later than August 4th. We have not heard from anyone regarding resolution of damaged items (which we have discovered additional items upon unpacking the boxes that had fallen). I want a complete refund for the move (approximately $1,411) which at this point will not cover the costs for damages to our belongings due to their gross negligence).Desired Settlement: Pending the outcome of the response (I want a total refund) from the company, I am fully prepared to pursue all legal channels necessary if this is not resolved.

Business

Response:

Hello,

Review: This was the worst experience I have ever had in moving. First, the company provided me with quote of $450, and on the day of the move I paid $700+.

Available Moves quote included the following:

THE QUOTE INCLUDES:

• Door to door Service

• Fully equipped moving truck

• Professional & friendly crew members

• Loading, Transporting & Unloading

• Furniture blankets

• Labor to disassemble and reassemble furniture

• Stairs & Extra Stops

• Basic Insurance

I told the owner that I lived on the second floor. I added the storage last but called ahead and you still quoted me about an additional $100. But to add $300+ to the cost is robbery and dishonest. I had no choice since the movers did not arrive until nearly 5 PM and I felt you and your team were honest brokers.

To add insult with the additional cost, and one extra UNPROFESSIONAL man only made this move worst. My two thousand dollar sofa was severely damage with a long tear to the fabric as well as the arms (wood) on each end scuffed/nicked. The sofa is ruined. I have pictures to show how the third person laid my leather ottman from the storage on the concrete in the garage, leather side on concrete. I asked him why would you NOT stand the sofa on the legs to protect the leather? I do not feel these movers were professionals. I have had that couch for 9+ years and has been moved three times and NO scratches or nicks existed and [redacted], it came through the same door of the apartment.

I was leary of other movers because their price was in line with yours but many of them had bad reviews on [redacted]'s and their own website. I elected you after expressing my fears and you sounded like the right local mover.

This company is not ethical and fit to continue to practice moving customers things with the unprofessional movers who has no regard for taking care of the customers property. They do not use tape or wrapping to protect the furniture. My other complaint is I was given an estimate and was charged about $300 more on the day of the move. The main complaint is the movers attitude and the owners response in stating things get damaged during moves. Arriving late for my move, I feel the guys may have worked too long of a day and fresh movers would have been the idea way to approach my move. As, I indicated the third guy that came on to assist was the one who turn the leather against the concrete.Desired Settlement: After I emailed and expressed my dissatisfaction, I was given a credit of $95. This was not enough to repair the damaged sofa. The owner has made every excuse as to why my move went so horrible, but this practice is not acceptable and they should not be allowed to take advangtage of the public pretending to be a viable and respected company.

Business

Response:

Check Library.

Business

Response:

From: [redacted]

Date: Tue, Jun 25, 2013 at 4:26 PM

Subject: [redacted]

To: [redacted]

AVAILABLE MOVERS LLC NONREFUNDABLE

46396 Benedict Drive

STERLING, VA 20166

Review: The night before our move-date, the owner called and said there was a mistake and he needed to change the hourly rate but the total would still be approx. the same as quoted. I didn't think it was professional for someone to call after hours, the night before but I dismissed it as someone "new" to the country since he had a very strong accent.

When the movers arrived, they had me sign their paperwork. I noticed that the arrival time line was left blank but I had checked the time when I opened the door to let them in, which was about 10 minutes after the appointment time.

After the move was completed, they were charging me over $100 more than what we agreed. They first increased the hourly rate, then they added bogus time to the actual time and finally they sneaked in a fuel surcharge of 7% when it was never mentioned in the written quote or when I spoke to them on the phone.

I am complaining several weeks after the fact because I am constantly reminded of them by seeing their illegal signs (with your Revdex.com logo) on the side of the road all over [redacted] and [redacted] Counties. Initially, I had dismissed them as liars and thieves, Available Movers today and [redacted] Movers tomorrow.Desired Settlement: Remove their illegal signs with your Revdex.com logo on it

Business

Response:

[redacted]