Burton Concrete

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: 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 requestedWhen 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 experienceMost 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/we entered into a non-binding agreement for an hourly rate after the first two hour minimumThe estimated time of arrival is never guaranteed unless you are the first job of the dayWe gave you an expected arrival time from 11am to 2pmAlthough we were outside this approximation, there was never a guaranteeThe Quote was over the phone and based only on the information provided by youThere are certain things that can cause a move to take longerYou were informed of and you agreed to the hourly rate for services rendered, and you used these services at that rate for six hoursWhen 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 rainWe offered to not only blanket but to stretch wrap (plastic) every itemYou agreed to this extra step which added extra time to the moveNormally we blanket only specific items and stretch wrap items with drawers that could potentially slide outThere 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 requestPayment was due at the end of the moveWhen the movers were done and ready to collect payment, you told them that you were not going to pay until you spoke with meSo at 2am I called you, and you expressed to me that you thought our guys were not moving as fast as they could haveI discounted the per man rate by $20/hr for additional time chargedYou 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 homeAfter it was all said and done, we had issued $in discounts, including the military discountThis was fair to you at the time so we moved onAs for the damaged item, the estimate that was sent on 2/05/and the Order for Service Agreement that was signed by you that same day hashed out options for liabilityYou agreed to “released value.” This is where the mover assumes liability for no more than cents per pound per articleFor example, if your mover lost or damaged a 210-pound refrigerator valued at $1,000, you would only receive $in compensation (cents x pounds)There were other options offered at an additional cost, but you opted outThis is all mentioned in the Mover’s Rights and Responsibilities Handbook that was provided on the Order for Service Agreement via linkWith that being said, we have up to days to process the claim (its only been 6), not as you stated abovePlease refer to the agreement and Terms of ServicePlease 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 responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: 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-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 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 jobs, and they all said 2-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 frustratedYou discounted your services to $560, yes Your Military discount was $ Thank you I said I had $to pay you because If I paid the $560, your movers would not have received a tip ($each) So if you would like, you can re-coup the $tip I gave your employees, and I will gladly send you a check for $ 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 $per hour to $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-hours MAX!!" You even said I would be shocked if it took longer The bottom of your claims form states days Not days Sir you have gone back and fourth on what you have said to me Remember, I spoke with you at least 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 canThere were scheduled for my day all bid at 2-hours and you got to of them in 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 hadWe strive to be better every day and learn from our mistakesI 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 processPlease also include the makes and models of the furniture items that were damagedWe offer different coverage options with every moveThe standard level of coverage, required by law for all movers to provide, covers $per pound per item and was included free of chargeWe also offer additional coverage at a higher rate which you declinedIf 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 coveredPlease let me know if you have any questions regarding this claims process by calling or emailing me at [redacted] @movingproz.comI have listed the items claimed within the ten day period below.Items Claimed:Dining ChairBench Entertainment center Wall damage [redacted] ***Owner, Moving Proz