Big Easy's Moving, LLC

Hey [redacted],
 
This was the last email from [redacted], sent on on 1/22:
 
"[redacted]
Thanks for this note. Too bad things went poorly. We rented a [redacted] truck and moved the remaining materials on Monday. My wife loaded the truck herself and drove it to and back from [redacted]. Needless to say she is very pissed off and displeased. 
 
I walked the house and garage with [redacted] personally. My wife was there at the loading. When the guys were moving the garage the new owners specifically said to take all the stuff left behind. There should have been no mistaking it. The new owner told this to my wife on Monday when she packed it onto the truck.
 
Not much else to say. Consider my $1,200 delivery payment the final and complete amount. We are done.
 
[redacted]
[redacted], TX
 
I don’t understand why the customer is still disputing the contract and the charges, he has paid the final (discounted) amount, he stated that our business is “done”, and his $100 check I promised him is in the mail.  
 
Please let me know if there is anything else that I can provide to close the dispute.
 
Thanks,
 
 
[redacted] Saunders
Big Easy’s Moving
[email protected]
(512) 589-7320
@BigEasys
 
“Derive happiness in oneself from a good day’s work, from illuminating the fog that surrounds us.” - Henri Matisse

February 2, 2014
[redacted]
0.05pt;">Revdex.com
Dear [redacted],
I'm writing this letter in response to a complaint that was sent to me, with the ID of [redacted]. I don't believe a response is warranted, as the the customer and our company have come to terms about the relocation and its associated costs and disputes. We have clarified all of the details revolving the misunderstandings, and both the customer has paid their (discounted) amount due.
Further, the customer's complaints largely stem from a misunderstanding of how our fixed quote pricing system works. We completed a in-home walkthrough previous to move date, to gather an accurate inventory of the exact items to be moved, which allowed us to generate a fixed cost based off of the items on the inventory sheet. When move day came, the customer signed two documents, both a contract and a billing documents, which both stated the terms of the pricing, and that this was a fixed quote, built off of an exact inventory and changes to the inventory would result in changes to the price. When we arrived at the house on move-day, the customer signed both of these documents, certifying their willingness to comply with the pricing, as well as certifying that the inventory is correct. However, the customer added a vast number of items to the inventory, including 38 boxes, a chainsaw, 1 wheelbarrow, 8 miscellaneous lawn tools, 5 lawn art pieces, 1 space heater, 1 washer, 1 dryer, 2 trash cans full of cleaning items, and more. The large source of this dispute is that these items require more truck space (which is why we ran out of room), in addition to a price increase to accommodate for the extra labor, trucks, gas, and time required. We did everything we could for the customer, but we fulfilled our legal obligations per our contract, and the customer seemed to misunderstand how our fixed quotes work.
If you need any additional information, I'd be happy to provide any details that I can. I look forward to resolving this dispute.
Sincerely,
[redacted]
Big Easy's Moving

Complaint: [redacted]
I am rejecting this response because:The complaint is not about the money. I do not want another consumer to engage this company and go through what we did.  The Uhaul cost us $333 plus $145 for fuel. I my 80 year old mother-in-law and I had to load the truck ourselves.
Regards,
[redacted]
The offer of $100 which was never sent does not begin to cover the cost of moving the remainder of the items or our time 
and trouble. We do not want financial compensation we want other consumers who use the Revdex.com to not be mislead.

Complaint: [redacted]
I am rejecting this response because:
m: Big Easy's Moving <[redacted]>To: "[redacted] Sent: Tuesday, January 21, 2014 11:22 PMSubject: Recent Relocation
Dear [redacted],
I sincerely apologize for how the move ended up, and for the ball being dropped in our court, by myself, [redacted] and [redacted].  Between the mis-quote, lack of communication, [redacted]'s negligence, and my lack of communication, I'm sorry for all the headache that it has caused.
A better quote from [redacted] would have allowed us to have a better understanding of the special requirements, and would have alleviated one of our biggest problems - not fitting everything.  I take responsibility for my employees, so I apologize for our company's failure to complete a thorough walk-through.  It also made our situation difficult by not having the person who completed the quote work on the unload, but it was in the best interest of the company to split with [redacted], as you can see from the mishandled quote.  Just so you that the price change was warranted per the contract, these are the items that's were required to be moved, that weren't in the inventory that was signed off on at the beginning of the move:
38 boxes
1 crate of wine (which we don't have a permit to carry, and put ourselves at risk by adhering to this requirement)
1 Chainsaw 
1 wheelbarrow full of lawn items
Multiple iron lawn art pieces
1 trash can full of items
1 space heater
1 washer
1 dryer (I know responsibility lies on travis to make sure all items are included on the inventory, but this is why we present the customer with the inventory list on the same billing document as the cost, and have them sign on the spot, to make sure the customer is aware of what all is included in the cost.
On these fixed quotes, the fixed quote is set for a fixed inventory.  If the inventory is less than what the quote is based off of, the fixed quote decreases, and if the inventory increases, the cost increases accordingly.  I just hope the price increase isn't your biggest concern, because we have been more than flexible with our pricing with y'all, from giving you a discounted, already low fixed cost to ensure that we booked the job. We are very honest about our pricing, and I am an honest person and businessman, I would never try to upcharge someone just for the money. This is just the way that our fixed quotes work.
I'd also like to hear what your last few communication with [redacted] has been, because I have a feeling his story is different from the real one.  I was out of the office Sunday night and Monday, to be with mother who is visiting from Ohio and just finished her third round of chemo.  I left [redacted] in charge of getting the items back Sunday afternoon.  Pics checked in with him Sunday evening, but he said that he wasn't able to reach you by phone.  On Monday I told him to call you in the morning and drive the items up directly after the moves of the day finishedat 1:30pm.  Again, if you let me know when he really called or when y'all talked, that would be useful for me to be able to make the right decisions.  I checked in with him at 4pm, assuming he was well on the way to [redacted], and he said he was returning some dollies and then going straight to Leander.  Shortly after he called me saying that he talked to y'all and you were going to take the remaining items yourselves.  I apologize for being out of touch during it all, it was difficult timing, as I don't get to see my mother much, and I assumed [redacted] would be able to handle the responsibility, but it seems that that is not the case.
I apologize that your experience with has been a frustrating one.  I will be sending a $100 check to your house to try to make up for the inconveniences.  I know we have come up short in multiple areas, and I am equally as frustrated about the mistakes on our end, we typically have excellent customer feedback, and I am disappointed in myself for our performance.  We are still a young company, and working out many kinks in our personnel chain.  
Please let me know about your communications with [redacted], and if there is anything else I can do on my end to alleviate the problems.
Thanks,
[redacted]
Big Easy's Moving[redacted]
 
This is the response they emailed to us. As you can see the response they sent us varies greatly from what they sent to you. 
We have not received a check from them nor have we came to any terms with them. The complaint never was about money. It is about their contractual obligation to move our items. My husband walked the entire house and garage with their employee. We did not add anything to the items to be moved.
Regards,
[redacted]