Big Apple Moving and Storage, Inc.

Amazing guys! Came and did and in home estimate, Joe was great to deal with. The movers did and excellent job ensuring all my furniture was protected and were quick taking apart and putting together the furniture that needed to be dismantled!

Review: This business was hired for a move. Although we had a date, time and location scheduled, they failed to show up as promised or even contact me. I had to hire another company at the last minute and pay double what I should have. Now, more than a month later, I'm getting billed for storage?!? I have never used their services! They never showed up as agreed. I called them only because of their rating on Revdex.com but this is a horrible company and your consumers should be aware. They left me in a pinch and am billing me to boot. This is a perfect example of insult on top of injury.Desired Settlement: I want this business to correct this billing error and want the owner of this company to contact me with an apology and an explanation.

Business

Response:

We were late for this customers job because the first job of the day took much longer to complete than we anticipated. When the driver called this customer (not as early as he should have) to tell the customer we were on the way, the customer did not want to do the job any longer. You can see that the customer states in his complaint that "They never showed as agreed". We did contact the customer on the day of the move.

The customer is correct when he says that we sent a bill to him for storage charges. This was a computer glitch.

This is our first complaint in over 20 years. I talked to everyone in my company involved in this customers negative experience and we will work to correct our mistakes. I called the customer and apologized for everything that went wrong. I hope he understands.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved with the understanding that I will never be contacted by this company again with billing "glitches" or otherwise.

Sincerely,

Review: Agreement to move four rooms of furniture, boxes, clothing, and household goods around 9-10 a.m. on August [redacted]. Crew arrived around 10:40 with a small truck that could barely hold one room of furniture. I wanted them to go back and bring a bigger truck but his boss refused and said that since they were already there let them move all the big items and they return the next day with a bigger truck to remove the remaining items. We agreed to that and after working about 1 and 1/2 hrs. they moved almost half the big items into the truck and decided that they will return the following day around 3.p,m to complete the job. They charged me for the three hours it took to unload the items at my Mom's apartment a total of $378.00. They did not show up as promised at 3 p.m. and the receptionist claimed when I called said that they were still working on their morning job and she had no idea when they were going to be finished, she agreed to have them call me. Spoke to [redacted] he was was nasty, threatening, and rude. He said that after his current job, he could basically go and lay down at his house and sleep and that we were messing with the wrong person. He spoke to my sister who told him after waiting around two hours, that she will get another mover if they do not show up soon.My elderly mother for whom this move is for, had to cancel her dental appointment while she waited for the movers to show up. Now after we let told them how disappointed we were, [redacted] is telling us that he could easily go home and sleep and that we could get someone else to move us. . He offered to charge more money to add two additional guys to the team to speed up the work, now the job went from $108 an hour with the original three guys to $138 per hr for 4 guys to now $167 per hr for 6 guys. Our original agreement was to move the entire four rooms for $$108 an hour plus $54 travel time, for a total of $486. With the above calculations my new total would have been $879.00. I believe that Big Apple Movers is very misleading, they are unprofessional, unreliable, and rude employees. I told [redacted] to forget about it and that I would give a very bad review and hung up. I now have to rent a van tomorrow and hire workers to move the remaining furniture. I believe that Big Apple did not uphold their end of the agreement and that now I have to pay hundreds of dollars to pay for truck and to hire workers. It is my intention to have Big Apple refund my $378 or to pay for the aggravation, loss of time and refund the money spent to hire someone else to finish. Thank you.Desired Settlement: To warn the general public of this company's bad practices and to penalize them to avoid future nightmares like this one.

Business

Response:

BIG APPLE MOVING AND STORAGE CO.

To the Revdex.com

ID# [redacted]

The following is the exact list of furniture the customer gave us when we asked for a detailed piece by piece description of every item in the apartment.

One bed, 2 dresses, 2 night tables, dining room table, 6 chairs, couch, love seat, upholstered chair, 3 piece wall unit, coffee table, china cabinet and 25 boxes. washer/drier (maybe)

The cubic measurement of this list of furniture and boxes is 510 cubic feet. We sent a truck that could hold 800 cubic feet. When my men arrived the supervisor called me and told me that the items that [redacted] had in her home might not even fit in our largest moving truck of 1200 cubic feet. In other words, the list the customer gave us was terribly inaccurate ([redacted] would call it misleading) and was the cause of the entire situation. The customer and I agreed to move the large pieces of furniture only and come back the next day after the first job was completed, to complete her job with our largest moving van. We were very busy so it was difficult to help [redacted] until later the next day.

To try to help the difficult situation I told [redacted] that I would not charge her the “travel time” to get to her or back from her the next day. This was not my fault and I did not have to make that offer. The next day while on the first move my supervisor called [redacted] and explained that the job was running a little longer than expected. He told [redacted] we would arrive to her job as soon as we could. I know [redacted] was frustrated and moving is stressful but my supervisor/driver was in the middle of a difficult job so I understand how both my driver and [redacted] were not in the best frame of minds and the conversation was not as friendly and peaceful as it should have been. After the first job was completed we headed up to move [redacted]. My supervisor called her when we were 5 minutes away from her front door. She told my supervisor to forget it; she hired another mover and hung up on him. My men were driving for 45 minutes to get to [redacted] could have called to cancel the job instead of letting us drive 45 minutes to get to her.

I did not refuse to get a bigger truck for [redacted]s move; I did not have a bigger truck available. We did not say “we had no idea when the truck would arrive”. We explained that we had to finish the first job and we would have the supervisor call her, which he did. We never “promised” that we would arrive at 3PM. We never promise arrival times on afternoon jobs. We can’t, we must finish the first job first. [redacted] acts as if we were upping the price of the job from $486.00 to, according to her calculations, $879.00. We were not! We were trying to take a large job and shorten the hours of the job by adding additional men. We did this because we wanted to get the job completed as quickly as possible. We work by the hour. [redacted]s job would have cost well over the $486.00 estimate she had.

It seems by [redacted]s letter, that even though she had three times the amount of goods to be moved as she gave us in her furniture list, she expected the cost of the move to remain the same. That would not have happened. Three times the amount of goods is probably three times the original estimate.

[redacted] explains that because she hung up on my supervisor, cancelled the job and told us not to come to her home, she had to rent a van and hire other workers and pay hundreds of dollars to finish her move. [redacted] did not spend extra money to move, she just hired another mover. That was her choice.

We ask customers for an exact list of furniture so we can send the proper amount of men and the proper size truck. If I had a proper list, I would have arrived with the right truck, the right amount of men and a much more accurate estimate and moved [redacted] without a problem. The supervisor told me that even with our largest moving van we might have had to make a second trip. I have a feeling that [redacted] would not be happy with the final cost of her move.

I only charged [redacted] for the work I performed. I will not pay for her move with someone else. [redacted] made the choice to cancel the move. I also have had the aggravation of going to a move that I could not complete because I was given an inaccurate list of goods and the expense of paying my men to go to [redacted]s home and back to our warehouse the next day.

I apologize for anything my company might have done to upset [redacted]. I tried my best.

Big Apple Moving

[redacted], President

Big Apple Moving & Storage Inc.

[redacted]Tel: ###-###-#### or ###-###-####

Fax: ###-###-####