Coffey Bros. Moving

I've never hired a moving company in my life so I was very nervous in doing so. This company came highly recommended by a friend and they lived up to their name as well as her recommendation.

First off, they are highly professional. From the initial online estimate to the booking, I was impressed by how easy and professional the process was. They communicated every step of the way, with my changes and in the logistics of move day.

The team I had was incredibly awesome - friendly, fast, careful with my items. Moving is a stressful process and from start to finish these guys were great and put my mind at ease. They finished my move 2 hours quicker than the estimate and were all around wonderful. Look no further than Coffey Bros. Moving!

This complaint is going nowhere and the Revdex.com should not be used as a marketplace for extortion and blackmail. The customer has failed to provide proof of any wrongdoing and makes vague statements to support his false claims. There was nobody present during the move except for the customer himself. We plan to pursue legal action for defamation and slander based on the defamatory reviews the customer left for the company online. Please dismiss this complaint accordingly.

Please be advised that the customer filed the same complaint with our Claims Department and it is currently under investigation. The moving industry in Illinois is regulated by the Illinois Commerce Commission and according to ILCC Regulations, "Movers must acknowledge written claims within 30 days...

and act on them (that is, pay, settle or deny a claim) within 120 days." The Claims Department received the written complaint on 9/07, and acknowledged the complaint on 9/08, which is within the 30 days as obligated. The customer subsequently filed a complaint with the Revdex.com on 9/24. According to regulations, we have 120 days to act on a claim, which gives this claim an expiration date of 12/08. Currently the complaint is under investigation and has been suspended due to the filing of this complaint with the Revdex.com. We ask that all questions and concerns be directed to us internally so that we can manage them in a timely manner and without any delay. Once the Revdex.com complaint is closed, we will continue our claims procedure. We are committed to handling and processing all claims as quickly as possible.

First, Coffey Bros. Moving were the only moving company to reply to me after the initial request for an estimate and even better, they were willing to call AND send emails to make sure that the estimate was received and if I had any questions. My job requires me to be on the phone ALL day so I can't be answering personal calls and the ease of email contact was very appreciated. Their customer service was impeccable! This is the main reason I would use this moving service again! They were prompt, courteous, thorough, and efficient.

On the day of the move, the crew arrived 15 minutes early and they were extremely polite, knowledgeable and just downright awesome We had a lot of boxes and furniture and they were careful with everything. They were concerned with placing the boxes & furniture in the proper rooms and offered to move things around for us when they were finished unloading the truck.

I cannot even begin to thank the entire team enough. Bottom line: I would highly recommend Coffey Bros. Moving to all of my friends, and will use them for my next move without hesitation.

Very professional Prompt ,quick and painless. Would definitely use again

Dear Revdex.com,   This email is in response to complaint #11448491. We apologize for the delayed response as we needed additional time to seek legal advice and complete our investigation into the matter. Please be advised that we have also cc'd our attorney Kurt [redacted] on this matter...

due to the nature of this complaint.   First and foremost, we would like to point out that this is a false complaint; that all of the statements that Jeremy [redacted] made in this complaint are false; and that we have documented proof to back up our services including our email correspondence with Mr. [redacted] in scheduling the move, a confirmed Moving Order & Service Contract, and signed documentation from the move and services provided. Second, we request that Jeremy [redacted] compensate the company for all the discounts that he demanded in the amount of $300 for the loss of income that we suffered. Third, we would like to bring to your attention that Jeremy [redacted] left defamatory reviews containing false statements and damaging language online in order to damage the reputation of our company, and to extort money from the company, see attached screenshots below.   Next, I would like you to review our interaction with this customer in detail. Please review the attached PDF labeled [redacted] Correspondence that contains our documented interaction in scheduling his move. You will see that he demanded discounts several times. In addition, we have taken a statement from our Office Manager who dealt directly with Mr. [redacted] in setting up his move. Please review below. _______________________________   Office Manager Statement:   Please know that [redacted] Bros. Moving is a very honest and reputable moving company built on satisfied customer referrals, and we are very sympathetic to all customer concerns and claims. We do our very best to obtain all the information necessary to process a rightful claim or complaint. However, we do understand that at times, as in any business, the customer service provided and/or certain moving factors, or even customer honesty can fall short of ideal expectations. Mr. [redacted] is a professional car salesman, and we feel that the he used his experience and salesman tactics to bully our business into offering him discounted rates and other material discounts due to an accidental mistake that I made in scheduling his move.    Mr. [redacted] called our office late one evening after business hours to request a quote for March 27th 2016. I, the Office Manager, was still in the office completing some work and picked up the phone and took his information. Not realizing that March 27th was a holiday - Easter Sunday, and charged at Holiday Rates, I prepared a quote for him based on regular rates before leaving. The next day, after realizing the discrepancy with the date, I quickly notified Mr. [redacted] of the mistake and provided him with an updated estimate with the proper Holiday Rates and apologized for the inconvenience. Since Easter Sunday is a national holiday, our office is closed, but we do take requests and complete moves at a Holiday Rate on these days. Nevertheless, I also offered Mr. [redacted] alternative dates with our Regular Rates. Instead of being understanding with regard to the Holiday, Mr. [redacted] responded with anger and threats to defame our company all over social media where we maintain outstanding ratings, and to make complaints with other associations. He insisted on further discounting the rate for not having Easter Sunday available and continued to bully his way through negotiations on the Rates. I explained to him that we are a licensed moving company, that our Rates are non-negotiable, and that any deviation from our Rates could cost us heavy fines and we could lose our license. Mr. [redacted] responded again with anger and made further threats. Therefore, we had no choice but to give into his demands and gave him a discounted rate only because we were afraid that he would defame our business in any way he could as he had threatened.    Once Mr. [redacted] called in and made the commitment by leaving a non-refundable deposit to book the crew and truck for the March 26th date, we were then under contract to service his move. Per our contract, all cancellations on moves must be made 72 hours in advance so that we have substantial time to fill the appointment. We are in peak moving season and the trucks book out weeks in advance. Therefore, deposit are taken from serious customers only as trucks and crews are limited and at high demand. Mr. [redacted] called in 2 days before his move and said he wasn’t ready to close and requested to reschedule and push the move back to a later date. Because customer service is of utmost important to us, I kept very good and close communication with Mr. [redacted] regarding the status of his closing. But because Mr. [redacted] did not give us enough notice, he forfeited his deposit under our contractual terms. Moving forward he requested that we hold off on booking his next appointment until he had a clear to close because he did not want to lose another deposit. So because we wanted a happy customer we floated his reservation and I made sure to keep Mr. [redacted] informed when trucks were coming close to being booked out completely for certain dates. A couple weeks later, Mr. [redacted] received a clear to close and requested an appointment for April 26th. However, he refused to make another deposit and again made threats about filing complaints. So we scheduled the appointment as requested in fear that he would follow through with his threats.   On the day before Mr. [redacted]’s move, I called to confirm the inventory to be moved and Mr. [redacted] stated that he only had a 2 Bedroom apartment to move, and that the job should not take as long as expected. Once Mr. [redacted] confirmed this information, we offered to decrease his moving crew from 4 Men to 3 Men to save on cost because it didn’t make sense to such a large crew to a small move. But the customer insisted on having 4 Men and that he had a couple of heavy pieces and wanted to ensure a quick and smooth move. At this point, things seemed strange to me and I questioned his honesty. In our 10  years of moving experience, never have we used 4 men to move a small 2 bedroom. But Mr. [redacted] insisted that we send him the 4 men.   On moving day and upon arrival, the moving crew reported back that Mr. [redacted] did have more inventory than a 2 bedroom. But because this was nothing the men haven’t experienced before, they quickly and efficiently completed the move in 6.5 hours, which was just a half hour over the estimated time of 6 hours. And prior to unloading a few remaining items, the foreman approached Mr. [redacted] to review the final bill and collect payment. Per the Illinois Commerce Commission's Regulations, we are required to take final payment before unloading the truck at the final destination. This ensures that the company gets paid and a balance isn’t left on the bill after having labored many hours on the job. In our experience, and as a courtesy to the customer we find that it is easier to allow the crew to unload the truck and only hold a few items back until final payment is made, at which point the items are released. In Mr. [redacted]'s situation, he was notified by email and verbally by management that there would be no negotiating of the bill on the day of the move and that he was already discounted more than what we are allowed by ICC regulation.   At this time, Mr. [redacted] refused to pay anything at all and demanded further discounts. The issue was then escalated to the owner, Ken [redacted] who was home sick with his children. The owner then called Mr. [redacted] immediately to discuss and during the conversation, Mr. [redacted] made complaints that the men were working too slow, that they used too much material to protect his furniture, and that he wanted $500 off the final bill. The owner attempted to reason with Mr. [redacted] but he refused to back down. After a one hour standstill, the owner reluctantly gave into his demands in order to get the men out of there, stopped the clock and closed the bill. Once payment was received, the men unloaded the remaining items from the truck and placed them in the home. Mr. [redacted] then requested that the men stay and set up the furniture. The foreman then explained that they would stay and assemble the furniture as long as he paid for their time, but Mr. [redacted] refused to pay anything further and demanded that the men stay off the clock. Again Mr. [redacted] resorted to bullying and told the men that he was not tipping them if they didn't stay. The foreman then called the owner and explained the situation and said that Mr. [redacted] had been disrespectful to them all day, and that they had enough and were leaving. The owner agreed and told the men to leave immediately, which they did.   We are very sad to hear that our hard working men were not treated with respect, nor appreciated for their hard work. No one should be bullied into doing business with anyone, and we will never make this mistake again. In this matter, we stand behind our employee’s and our business. Mr. [redacted] had no claims to report upon completion of his job, and is now attempting to damage our companies reputation and to extort money from us. At no point was Mr. [redacted] laughed at by management or anyone in the office as he claimed. He was treated with the best customer service and utmost respect as we treat all of our customers. It is a shame to see this behavior from a customer who couldn’t treat our men with the same respect we showed him, and to then receive a complaint from him on the Revdex.com after having done so much is just appalling. __________________________________   Third, attached is a PDF labeled [redacted] Paperwork of the documents completed during the move including a signed Bill of Lading as proof of the charges. You will see that all paperwork was completed and the customer was charged appropriately according to the number of hours worked, the materials used during the move, and the services provided. In addition, you will see a Revision to Estimate that was completed by the foreman adding 2 additional hours because of the additional items they found when they arrived that were not contained in the inventory provided, and additional time required to pack boxes.    Fourth, below is my rebuttal to the statements that Mr. [redacted] made in his complaint.
Charged money for time not used.  This statement is false. Attached is the Bill of Lading as proof that the foreman only charged for the time they worked. However, there is an outstanding balance for the labor hours in the amount of $150 for the amount of time the movers spent waiting for payment, and then for unloading the remaining items.  Did not do a complete job.  This statement is false. The time was stopped by Mr. [redacted] when he refused to make payment, and was never started again because he refused to pay for any additional time even though we still had items to unload. Damaged multiple things in process.  This statement is false because there were no damages noted on the Bill of Lading, nor has a damage claim been filed with our company to this day. Held my things on the truck until I payed an amount that was more than originally discussed.  Yes we held the items until payment was made because we knew he wasn't going to pay upon completion.  The second half of the statement is false because Mr. [redacted] understood that we originally provided an estimate based on the number of hours estimated for his move. We estimated 4-6 hours and the move took only 6.5 hours despite the additional items that were not accounted for in his inventory. In the end, he did not pay the full amount due and demanded discounts which we reluctantly gave him due to his irate behavior. Called to speak with owner and was laughed at.  This statement is false, in fact, the owner broke down in tears for the disrespectful way Mr. [redacted] treated the company. Very unproffessional.  This statement false, we treated Mr. [redacted] with the same respect that we give each and every customer. Everything we did from start to finish was standard company policy and procedure.
Based on the facts stated above, we respectfully request that the Revdex.com close this false complaint; that Jeremey [redacted] remove his defamatory reviews online; and that Mr. [redacted] compensate us in the amount of $300 for all the discounts that he demanded. If these requests are not met, we will be forced to follow up with legal action.   Sincerely, [redacted] Bros. Moving