Burton Concrete, Inc

I went ahead and hand delivered the $checkI would like to again apologize for your experience and I hope we have made things right

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12626731, and find that this resolution is satisfactory to me
Regards,
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***,again Im extremely sorry for the inconvenienceYou are correct in stating that our contract holds the customer to a $guarantee that we will be notified with in hours of cancelationWe went over this in our email exchange where we both agreed that it would be fair to extend the same
offer the other direction when we cancel on our customersWe sent you a check at the beginning of January and after looking further the check was never cashedI will reissue a new check and make sure we cancel the old oneThank you for your understandingAlso please let me know if you do not receive it within days. regards,

I would like to apologize for the experience that you had. We are a small company that cares deeply about our customers. With that being said services were rendered at an hourly rate and were charged as such. There was a small 30min discrepancy on the amount of time to be charged, but that was...

rectified. As for the piano we felt that its requested destination was too risky and would put our men and your piano at risk. We made the decision to not move the piano and to return it to its origin. We cannot give you a full refund due to the fact that services were rendered with a 3 man crew for 3.45 hours. The time that our operation manager was on the phone and not working was discounted from your final bill as well as $200 taken off for any inconveniences and in good faith. You were not charged for the time spent on the piano for any reason whatsoever. Again Im very sorry we were unable to move the piano and out of good faith we are willing to give you an additional $100 in the form of a refund check. Please accept this for this is our final offer.

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Complaint: 12353603
I am rejecting this response because:
Regards,
[redacted] There have been multiple phone calls and emails sent that the owner never answered.  The items listed on this response are far too few.  When I spoke with the owner, he asked me to send a video and photos of all items damaged.  I did so as requested. When all items damaged are stated that they will be in the claim, I will get estimates.[redacted]

I would like to start out by apologizing for your experience. Most of our customers are happy with the service they receive, but when a customer is not, it's our job to reach out and do what we can to solve the problem.  On 2/05/2018 we entered into a non-binding agreement for an hourly rate...

after the first two hour minimum. The estimated time of arrival is never guaranteed unless you are the first job of the day. We gave you an expected arrival time from 11am to 2pm. Although we were outside this approximation, there was never a guarantee. The Quote was over the phone and based only on the information provided by you. There are certain things that can cause a move to take longer. You were informed of and you agreed to the hourly rate for services rendered, and you used these services at that rate for six hours. When the movers first arrived at the origin address, you asked them what they were going to do to protect your furniture against the elements due to the rain. We offered to not only blanket but to stretch wrap (plastic) every item. You agreed to this extra step which added extra time to the move. Normally we blanket only specific items and stretch wrap items with drawers that could potentially slide out. There were numerous other things that were also unexpected variables, including having to take off the doors for the refrigerator and the doors to your house as well as having to park on the street to haul your furniture by foot up your driveway at your request. Payment was due at the end of the move. When the movers were done and ready to collect payment, you told them that you were not going to pay until you spoke with me. So at 2am I called you, and you expressed to me that you thought our guys were not moving as fast as they could have. I discounted the per man rate by $20/hr for additional time charged. You said, “I appreciate what you are trying to do, but I only have $450,” giving us no choice but to accept what you had and get our men home. After it was all said and done, we had issued $185 in discounts, including the military discount. This was fair to you at the time so we moved on. As for the damaged item, the estimate that was sent on 2/05/2018 and the Order for Service Agreement that was signed by you that same day hashed out options for liability. You agreed to “released value.”  This is where the mover assumes liability for no more than 60 cents per pound per article. For example, if your mover lost or damaged a 210-pound refrigerator valued at $1,000, you would only receive $126.00 in compensation (60 cents x 210 pounds). There were other options offered at an additional cost, but you opted out. This is all mentioned in the Mover’s Rights and Responsibilities Handbook that was provided on the Order for Service Agreement via link. With that being said, we have up to 60 days to process the claim (its only been 6), not 10 as you stated above. Please refer to the agreement and Terms of Service. Please feel free to contact us directly as I stated before via [redacted] any time.

[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 as Assumed Answered]
Complaint: 12709891
I am rejecting this response because: I believe that Moving Proz LLC uses low bidding tactics in order to get business.  I was told over the phone that my job would take 2-3 hours based on the information I provided.  I NEVER asked the movers to take additional care in moving/protecting my furniture from the elements.  The move we had previously with your company was in June 0f 2014 and a bright sunny day and the furniture was still wrapped and sealed.  This to me is more of a precaution you take in order not to damage your clients furniture to prevent claims.  As far as the expected time of arrival, Yes I understand that jobs run over however, this seems to be a pattern according to your employees.  The showed me the moving orders on his phone for the day, totaling 3 jobs, and they all said 2-3 hours but had completely different tonnage and space requirements for your truck.  Why the same allowed time if all different?  The biggest unexpected variable that you did not see, was that your guys were running on fumes.  They were exhausted and were moving at half if not slower speed.  I disassembled every piece of furniture, removed drawers, and brought all pieces of furniture to the ground level to expedite the process with the exception of the pieces that I could not carry by myself.  The movers were happy to see that and were grateful.   Now heres where I get frustrated. You discounted your services to $560, yes.  Your Military discount was $15.00.  Thank you.  I said I had $450.00 to pay you because If I paid the $560, your movers would not have received a tip ($50.00 each).  So if you would like, you can re-coup the $100.00 tip I gave your employees, and I will gladly send you a check for $10.00.  You act like you went out of your way to call me at 2am when in fact, I listened to your entire conversation with Andy while you told him what to charge.  You asked him, "what took so long?"  He said "man, we are just beat up".  I feel that discounting your $90.00 per hour to $70.00 per hour was just a slap in the face.  If I get 35-40% effort in turn slowing the move down, why should I have to pay for 65%?  This could have totally been avoided if you were up front on the phone when I agreed to use your services and said or not said "by the sounds of what you say you have to move this should take 2-3 hours MAX!!"  You even said I would be shocked if it took longer.  The bottom of your claims form states 10 days.  Not 60 days.  Sir you have gone back and fourth on what you have said to me.  Remember, I spoke with you at least 2 times during the move and expressed my concern on the amount of time things were taking.   In the end, I just want my refrigerator repaired.  Had the door been wrapped as you stated that I asked for, the refrigerator would not have been damaged, and we would not be having this conversation.   The bottom line is I know you have a business to run, however I believe that you unethically under bid consumers to gain the "contract" so that you can get as many jobs in one day as you can. There were 3 scheduled for my day all bid at 2-3 hours and you got to 2 of them in 18 hours, and finally called the next client at midnight to cancel his job and move it to the next day.  Truthful accurate bidding practices need to be carried out.  You are the "professional" in the moving industry, not me.  I believed you.  I guess I was wrong
Regards,
[redacted]

[redacted],I sincerely apologize for the negative experience that you have had. We strive to be better every day and learn from our mistakes. I will do my best to resolve this issue with you, and I will make the necessary changes to ensure that these issues do not happen in the future.With that being...

said, you mentioned that the items were “maybe repairable.” Please forward a quote for repairs of the claimed furniture and property damage as this will help expedite the process. Please also include the makes and models of the furniture items that were damaged. We offer different coverage options with every move. The standard level of coverage, required by law for all movers to provide, covers $0.60 per pound per item and was included free of charge. We also offer additional coverage at a higher rate which you declined. If the furniture items are not repairable, you will be reimbursed up to the standard liability coverage amount as long as the item claimed meets the terms of service and falls under the description of items covered. Please let me know if you have any questions regarding this claims process by calling or emailing me at [redacted]@movingproz.com. I have listed the items claimed within the ten day period below.Items Claimed:Dining ChairBench Entertainment center Wall damage [redacted]Owner, Moving Proz