College Hunks Hauling and Moving

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ We did a move for this customer on 4/24/The move itself took hoursThat is what we charged him forHe did receive an estimate, which is exactly that, an estimateThe actual time might be less or it could be moreWith regards to what we actually charged him, the labor and travel time came out to $We had collected a $deposit prior to the moveOn the move day we collected $So there was no overchargeWith regards to the bed, we were not notified of an issue with itIf we had been it could have been handled through our claims processOur Owner [redacted] spoke directly with the client with regards to the moveWe offered a free junk removal which she accepted which had a value of $She was happy with that resolution and the conversation ended with Kim telling her to let us know if there were any additional issuesTo date we have not heard anything from the customerWith regard to refunding the cost of the moveWe are not going to do thatThe customer paid for a service which we provided and charged accordinglyWe did not overcharge for our services

See attached

Complaint: [redacted] I am rejecting this response because:It has taken College Hunks weeks to provide us with an appropriate resolution to the claimWhile we have scheduled an appointment with a repair company to come and "try" to fix the damage made to our furniture and floor, we still have not received any resolution to fixing the refrigeratorNot until all of the claim is resolved to our expectation that any excuse will be accepted Sincerely, [redacted]

We are in the process of contacting the proper repair company to remove the dents from the refrigerator The repairs for the furniture and floor has been scheduled We try handle to claims as soon as possible, we are subject to repair companies schedule

We have tried to assist her on multiple levels, but she has not agreed with what he have offeredWe have a contract with her and in the contract that she signed, it states she will be reimbursed $a pound for any items damagedWe have offered this to her but she insists on full price refund for everything damagedWe cannot do that because of the contractShe is now dealing with the owner, and the reason for the delay is because he is currently out of the countryWhen she signed the contract she was offered to pay for more insurance for our company to refund full price items, but she chose not to go with thatWe have offered what we can

Complaint: [redacted] I am rejecting this response because: I have paid the quoted amount of $ Although I have witnesses and pictures of the damage, both parties are not willing to come to an agreement because the company does not care about damaging my and my landlords property Also, they don't seem to know or not willing to listen to what actually took place the day of my move I have proceeded to take this up with the AG Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/10/28) */
The customer's desk was made of particle board which is excluded from coverage in our release of liabilityHe signed off saying "particle board furniture was not made to be moved as one pieceIf college Hunks does the dis-assembly or moves it
whole, you will need to sign a release." The customer also signed off at the end of the move that there were no items damaged during the moveHe was very happy with our service and wrote a great review about us, then turned around and became very angry about the serviceWe went back the following day and provided the customer with a couple hours of labor at no chargeWe feel that we have gone above and beyond to make this customer happy

*** * Owner***, we sincerely apologize for your experience with College Hunks Moving not meeting your expectationsWe are in the process of reviewing your damage claim and a resolutionWe are researching the items to determine how we can best address your claim Our goal is to exceed
our customers expectations and provide a wow experienceThank you for the opportunity to assist you with your recent move.Gary B. Owner***, we sincerely apologize for your experience with College Hunks Moving not meeting your expectationsWe are in the process of reviewing your damage claim and a resolutionWe are researching the items to determine how we can best address your claimOur goal is to exceed our customers expectations and provide a wow experienceThank you for the opportunity to assist you with your recent move.Gary B. Owner***, we sincerely apologize for your experience with College Hunks Moving not meeting your expectationsWe are in the process of reviewing your damage claim and a resolutionWe are researching the items to determine how we can best address your claimOur goal is to exceed our customers expectations and provide a wow experienceThank you for the opportunity to assist you with your recent move.Gary B. Owner***, we sincerely apologize for your experience with College Hunks Moving not meeting your expectationsWe are in the process of reviewing your damage claim and a resolutionWe are researching the items to determine how we can best address your claimOur goal is to exceed our customers expectations and provide a wow experienceThank you for the opportunity to assist you with your recent move

The hunks were aware that they had to pack for this customerThey had a work order explaining exactly what was to be done for her and they took all of the necessary packing supplies to the jobTie downs and blankets are an additional fee when we are loading a truck or storage container that is not
ours, and the customer did not want to pay extra for the tie downs and blankets, therefore the captain used the supplies he had and did the best he could with what he was providedIn addition, the customer signed a release stating "On loads and unloads we are only there for half of the move - loading or unloadingWe are only responsible for items in our immediate care while loading or unloading." Once the POD was loaded it was moved by a different company as well as unpacked by a different company, which is out of our responsibilityThe damages could have been a result of PODs moving the container across countryOne of the managers spoke to the customer as well as her daughter and explained to her that she refused to pay for blankets which is why none of her stuff was protected as it should have beenThe captain did the best with the supplies he had to work with

We are in the process of contacting the proper repair company to remove the dents from the refrigerator.  The repairs for the furniture and floor has been scheduled.  We try handle to claims as soon as possible, we are subject to repair companies schedule.

Complaint: [redacted]
I am rejecting this response because:  I have paid the quoted amount of $504.  Although I have witnesses and pictures of the damage, both parties are not willing to come to an agreement because the company does not care about damaging my and my landlords...

property.  Also, they don't seem to know or not willing to listen to what actually took place the day of my move.  I have proceeded to take this up with the AG.
Sincerely,
[redacted]

See attached.

We have tried to assist her on multiple levels, but she has not agreed with what he have offered. We have a contract with her and in the contract that she signed, it states she will be reimbursed $0.60 a pound for any items damaged. We have offered this to her but she insists on full price refund...

for everything damaged. We cannot do that because of the contract. She is now dealing with the owner, and the reason for the delay is because he is currently out of the country. When she signed the contract she was offered to pay for more insurance for our company to refund full price items, but she chose not to go with that. We have offered what we can.

We did a junk removal for the individual listed above. When we arrived, the crew told him it was a tight fit and they didn't know if they could remove some of the items without damaging the walls and floors. The customer told them not to worry about it because he was redoing both. As they were...

moving the refrigerator, the crew saw that it was going to hit the wall. The customer began pushing it from the bottom causing damage to the walls. Once the items were removed, the customer started asking about the damage. The crew told him that he said it wasn't an issue. He began asking for a discount on the price for the damage. the crew discounted the junk removal for him. The customer then called in and complained about the damage. When I asked him about what he told the crew, he quickly gave the phone to his wife, who stated she didn't know anything about that. We did send a rep out to assess the damage. He looked at the damage and told the customer we would be in touch. A few days later, the customer called me on my cell phone and told me not to worry about it. He had his repair guy coming out and he would take care of it. On top of all that, the customer never paid us for the work that was done. He cancelled the check. As far as we are concerned, once he stopped payment on that check, we are under no obligation to make any repairs. The damage claim and the payment for services are 2 separate issues. Especially since he told me that his guy was going to do the repairs. Additionally, we have made multiple attempts to call and have received no response.

Complaint: [redacted]
I am rejecting this response because:It has taken College Hunks 4 weeks  to provide us with an appropriate resolution to the claim. While we have scheduled an appointment with a repair company to come and "try" to fix the damage made to our furniture and floor, we still have not received any resolution to fixing the refrigerator. Not until all of the claim is resolved to our expectation that any excuse will be accepted.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/18) */
We did a move for this customer on 4/24/15. The move itself took 10.75 hours. That is what we charged him for. He did receive an estimate, which is exactly that, an estimate. The actual time might be less or it could be more. With regards...

to what we actually charged him, the labor and travel time came out to $2079.25. We had collected a $100 deposit prior to the move. On the move day we collected $1979.25. So there was no overcharge. With regards to the bed, we were not notified of an issue with it. If we had been it could have been handled through our claims process. Our Owner [redacted] spoke directly with the client with regards to the move. We offered a free junk removal which she accepted which had a value of $238. She was happy with that resolution and the conversation ended with Kim telling her to let us know if there were any additional issues. To date we have not heard anything from the customer. With regard to refunding the cost of the move. We are not going to do that. The customer paid for a service which we provided and charged accordingly. We did not overcharge for our services.