College Hunks Hauling Junk

Professional, on time , efficient !

On June 6th, 2015 we use College Hunks for a move from Nashville, TN to Spring Hill, TN. When leaving the final destination, the movers backed up and ran into mailbox, bending scraping the mailbox of the new home. My husband and myself finally straightened the mailbox out, but visible marks are still on the mailbox. The next week, I submitted a complaint to College Hunks. They asked for photos of the incident. I then received a call from Joe, a manager who proceeded to make numerous snide remarks, such as, "My movers said they didn't hit your mailbox," and "How is it possible a large truck could hit a mailbox and not cause more damage? He was extremely rude and incompetent. My husband, who was standing outside when the movers hit the mailbox, then proceeded to call Joe. Joe said they would have someone at the house on Friday, June 12th to assess the damage to the mailbox. No one ever showed and we never heard from this company again. Total lack of accountability by Joe and this company

[redacted]
Again, We are very sorry for your disappointment in the services provided by College Hunks Moving. In the rare occurrence that we have damage on a move, we go above and beyond NYS mandated liability laws and...

work very hard to settle all claims within 72 hours as we did with you. As you stated, we were hired to move 2 items given to you from a friends house. A used stove and a used TV stand. Unfortunately, during the move the glass top on the stove was cracked. At this time our move team made you aware of this and gave you all information to put in a claim with our customer service department. At the time you and your husband were trying to decide whether to keep the stove or just get rid of it since it was given to you by a friend and you were still unsure of how you were going to use it. With this information from you and our efforts to do whatever we could to appease you, we offered to remove and dispose of the item for you after the move of your other item was comple te or we could move both items and you could go ahead with a claim for the damage. The removal and disposal of the item would be at no charge of course. It was all up to you and your husbands decision on whether you wanted to still keep the stove. Once you made the decision to keep the stove and store it, we advised on how to start a claim investigation and we proactively contacted customer service as well. Next, Our customer service representative contacted you immediately after hearing from our Move team onsite and received a response from you on June [redacted] and settled this claim with you within 48 hours on June [redacted]. Please see attached email from you agreeing to the claim settlement and thanking our representative for all of her efforts. In response to your Revdex.com complaint, I'd like to make a few things very clear as they were made on the day of the move and afterwards with our customer service representative. All initial paperwork is reviewed and signed prior to move. This is when a client has the option to purchase additional "valuation" for their items or choose not to and opt for the free valuation mandated by NYS, which values an entire shipment at $2500 and each item that is damaged or lost to be paid in settlement at a sum of 30 cents per pound. We do NOT sell Insurance as we are not an insurance company. Prior to a move, We only offer what is legally allowed under NYS law. You chose to value your shipment at the standard and free 30 cents per pound per item. You only asked to purchase valuation after your move. Unfortunately, you can only purchase extra protection before the move begins, not after it is completed. Just like any protection, valuation and Insurance, you have to purchase it before trying to use it, not retroactively. All this being said, we always go above and beyond our legal liability in any case where there is damage and have always repaired, replaced or settled at an amount much greater tha n the 30 cents per pound per item taking into account the depreciated value of any used item to come to a mutually agreed upon settlement. This was no different for you. The cost of your move was $250 for the time and labor to move the 2 items from your friends home to your home plus the truck/travel and supply fee of $93.75, totaling $343.75. The weight of the stove was 248 pounds so our legal liability to you was $74.40. As we mentioned to you at the time, we go above and beyond in our mission to provide superb customer service and we did not feel that the $74.40 was suffice even though that was our only obligation. Our next step was the offer of a $250.00 refund for your move, leaving only the $93.75 fee in place for moving the 1 tv stand/entertainment unit successfully. At this time, you thanked us and agreed to this settlement, saying you were satisfied and would be able to get the stove repaired. We sent an apology letter for your dissatisfaction with the servic e and your refund was processed on June [redacted], 48 hours after making the initial claim and contact with our customer service representative and you agreed that you were satisfied with this settlement and thanked our representative multiple times. This Revdex.com complaint is the first time we have heard from you since our mutually agreed upon settlement. We have all signed paperwork and documentation to validate and back up this agreement and a satisfactory conclusion to your move and damage complaint. Again, we apologize for any dissatisfaction with our service and we hope we get another opportunity to wow and amaze you in the future. As is well documented over thousands of positive 5 star public online reviews, we strive to provide a stress-free experience and top notch service to all of our clients. In the rare occurrence that we fall short of our high expectations for ourselves, we are quick to remedy the situation and settle any claims within 72 hours. Please feel free to contact me directly for any further assistance. Thank you for choosing College Hunks Moving and for taking the time to provide us with feedback.

January 27, 2017In response to [redacted]’s claim, I offer the following:Her only course of action is with her mover. She should have a bill of lading, a contract, and insurance for her belongings with her mover. College Hunks was not her mover. Zippy Shell was.  It is true that she...

post** on Facebook asking for a recommendation and I suggest** College Hunks Moving. However, when I learn** that she was moving outside of the state of Texas, I inform** her that we would not be able to move her as we only move within our state.  I suggest** she call Zippy Shell who does interstate moves. She contact** them, the owner went to her home to give her an estimate, and she book** the job with them. Whatever research she chose to do independently, she select** Zippy Shell as her mover. [redacted] of Zippy Shell has reach** out to her to settle this case. He offer** to hire a furniture restorer.  Her response was “I’ll have my attorney contact you”.   She states that [redacted] told her that College Hunks would be disassembling and wrapping her furniture. That is false and [redacted] has the contract to prove it.  He also wrote her a lengthy email on Sept. 28, 2016 to verify the facts.  His last sentence reads “But ultimately we want you settl** and happy in your new home”.  He has tri** to resolve this situation to the best of his ability.Zippy Shell subcontract** College Hunks to perform the labor of loading her shells.  College Hunks was inform** that she was to be “100% Move Ready” by the date of her move. What that means is that when the laborers arrive to load the shells (in this case College Hunks) the client has every item pack** in boxes, furniture is wrapp**, protect**, and ready to go.  There should be no packing or wrapping involv** on the part of College Hunks.  College Hunks was hir** by Zippy Shell to load her “move ready” items into her shells. When they arriv**, nothing was wrapp**, nothing was protect**.  At that point, College Hunks had no choice but to begin the process of preparing her furniture to be load** into the shells with whatever packing materials [redacted] provid**.  In retrospect, College Hunks should have told her that they would come back when she was ready. In addition to nothing being prepar** by [redacted], there was also a time crunch as she ne[redacted] to vacate the property.  She caus** the situation which College Hunks had to react to. College Hunks did everything in their power and to the best of their ability within the time constraints to make that happen.A few days prior to her move date, [redacted] text** me and ask** if she could have “a couple guys for a couple hours” on the day before her move to help her finish packing as she was overwhelm**. I respond** yes. We sent 2 guys over there and although she said she ne[redacted] them for a couple hours, it was an 8 hour day (16 man hours) and at the end of 8 hours they were far from completing.  She was not at all ready.  Her garage, kitchen, bathrooms, nothing was pack**.  That evening, ** [redacted] text** me saying she was not happy with the manner in which her items were pack**. I suggest** I come over and take a look which I did that same evening. I found that our guys did not pack her things representative of College Hunks. I phon** my business partner, [redacted], and gave her my suggestion of she & I going to [redacted]’s house the following morning to unpack every single box, and if ne[redacted], to repack it to our satisfaction.  We did just that. We work** from 9am until 11pm. I also had my daughter and son come over at no cost to [redacted] to help.  I am 100% confident that everything that left her house was 100% secure.  All of the items she states on page 2 of her complaint with regard to how things were pack** are false.  There is no way that any of the boxes that we repack** were doneincorrectly.As far as any of the items that were suppos**ly damag** in the shells, [redacted] was on site for the majority of the time the shells were being load**.  He gave direction on where every item should be plac** within the shells. He would not have approv** the shells to leave if they hadn’t been load** to his satisfaction.  However, it is my understanding that a few days later, [redacted] and [redacted] met at the Zippy Shell Warehouse to repack all of her shells to her satisfaction.Regarding payment, there were a total of 47 man hours that College Hunks spent packing her boxes and wrapping her furniture which was her obligation to have had complet** before College Hunks ever arriv**. She was only bill** for 30 of those hours.  Zippy Shell paid the labor portion to College Hunks since they were contract** by them to do so. Her invoice total** $3,560 but she was only charg** $1,440.  [redacted] and I did not charge her for our time, nor did we charge her for the 16 man hours on the 1st day of packing.  She came to the College Hunks Office in person and paid the remainder of her bill.  We sat and talk** and when she left the office, she show** no indication that she was unhappy.There are also a few observations I’d like to make.1.    If in fact [redacted] was not happy with the way things were being pack** or load**, why didn’t she say something while the owners of both companies spent the entire day at her home? She had ample opportunity to bring any concerns to our attention so we could address them at that moment.2.   I find it odd that she has only sent pictures of items that were broken, yet no pictures of the boxes that those items were in. (were they smash**?)  Perhaps she dropp** something as she was unpacking.3.   If [redacted] is as experienc** in moving as she claims, she should have absolutely been prepar** which she wasn’t.4.   And how could anyone who was expecting to move not be pack** the day before said move was to occur?5.   How does anyone know if the damage didn’t occur while in transit from Texas to [redacted]?And how does anyone know if damage didn’t occur while her items were in storage for 2 months in [redacted]? Was it climate controll**?  How were her shells car** for in [redacted]? Furthermore, does anyone know if any damage was done by the movers who unload** her in [redacted]?  Again, College Hunks was not her moving company and she has no claim against us.I believe that College Hunks and Zippy Shell have done everything we can to resolve this situation. Following my response is a copy of the email that [redacted] had previously sent to [redacted]:Hello [redacted],I appreciate your patience while [redacted] and I have been discussing the situation concerning your move and the condition of your items as you receiv** them.  I am distress** by the fact that some of your items were damag**, whether it occurr** in transit or during storage or in the handling of them here or at the destination.[redacted] forward** me the 19 photographs that you sent her and you copi** me on the text concerning the broken piece of glass. Here are my comments.Three pieces of furniture were not** in the set of photographs:•?????? Sectional with scuff marks and distortion of the material – a furniture restorer should be able to stain and refinish the scuff** areas.•?????? Ottoman showing distortion – has this “relax**” and return** to its original shape since it has been in your new home? Can a leather conditioner be appli** to help with the process of it returning to the original state?•?????? Cabinet with glass doors – a mark in the middle of top surface; scuffing on the left rear corner; some damage to the left front leg where the corner of the leg appears to be scrap** through the stain. Again, a furniture restorer should be able to return the cosmetics of these items to original condition.•?????? Grandfather’s trunk:  This damage was present when we unpack** the container at the warehouse (I took a photograph of it at that time.)  There is no way to determine whether the damage was present prior to loading.•?????? Other photographs:  The purpose of the other photographs was not obvious to me.•?????? The broken piece of glass, part of your display cabinet that had been remov** to prevent the possibility of damage.  While inconvenient, a glass company can replace the broken piece.I am assuming that by now everything has been unpack** (the items left my facility on 6/27/16, just over three months ago) and the items identifi** are the only items that were affect** during the move. The damage shown in the photographs is not cover** by the policy that you purchas** and you have not made any claim through your move coordinator.  So my proposal right now is to see if there is a furniture restorer and glass company in the [redacted] area who can give a quote to repair the damage shown that you have identifi** to us at a reasonable cost.   Once these costs are understood, a rational conversation can be held on who should pay for what, if at all.In review, it is worth remembering that multiple parties were involv** in this move with different responsibilities:•?????? You, who was responsible for preparing the items to be load** for storage and moving.•?????? Zippy Shell who was contract** to load the items into the containers, move them to the warehouse, local storage, ship to destination, and unload in [redacted].•?????? College Hunks with whom Alamo Zippy Shell contract** to load the containers.•?????? College Hunks with whom you contract** to pack your items.•?????? Storage facility in [redacted], where your items sat for almost 2 months.•?????? Movers in [redacted] from storage to your residence.Your contract with Zippy Shell requir** that the items being mov** were to be “load ready”, i.e. pack** and protect** in such a manner so that the loaders can load them directly into the container.   Neither College Hunks nor Zippy Shell were contract** to wrap your furniture.    All of that should have been done prior to our arrival.   (I did agree to have the b**s and the desk disassembl**.)   When we arriv** the morning of May 25th most of your things were not ready to go. The College Hunks team spent numerous hours preparing your items  for loading into the shell even though that was not in either company's scope of work.With regard to the actual packing of boxes:  it is my understanding your request to College Hunks was for "a couple of guys for a couple of hours" to help you finish packing.  When they arriv**, they found that you were nowhere near ready. Unfortunately, it is my understanding that the 2 young men that were sent did not pack in a manner representative of College Hunks.  However, the next day, [redacted] and [redacted] spent 14 hours each unpacking and repacking your things using the utmost care and caution.With regard to how your items were pack** in the containers, I spent a considerable time on the day of loading to ensure that your possessions would arrive undamag**.  I then offer** to partially reload two containers at my expense at our warehouse and you came down and unlock** the containers and saw the start of that process.Now, the next step is to get an assessment of the cost to restore the four items that you haveidentifi**. Then there will be the discussion of who is responsible for what portion of the cost. But ultimately we want you settl** and happy in your new home.Sincerely [redacted]  |  Owner/PresidentAlamo Zippy ShellStorage and moving that makes life simple [redacted] (M)[redacted]Here is the 2nd email that he sent to her after her “I will have my attorney contact you” response:Hello [redacted]I have already express** my regrets for the fact that some of your items were damage between your old home in [redacted] and your new home in [redacted].If it wasn’t express** clearly, the proposal that was made to you yesterday was to see if a local furniture restorer could look at the items that were evident in the photographs to see if they can be restor** to a condition acceptable to you.  If they can, the next step is to get a quote for repairs necessary.My intent in going down this route was to resolve the issue between you, me and College Hunk as amicably as possible.If you prefer to go down the path that you are now proposing, you may wish to continue the claimsprocess that you start** with Zippy Shell as it is between you and them that the contract was establish**. If you plan on resorting to attorneys, they should contact the parties nam** in the contract.[redacted]  |  Owner/PresidentAlamo Zippy ShellStorage and moving that makes life simple [redacted] (M)If there is any additional information you ne** from me, please do not hesitate to reach out. Our office number is [redacted] or you may reach me via email.[redacted]

Review: I used this company to move two items, a stove and a tv stand, on June [redacted]. The 2 movers accidentally broke the glass top of my GE profile stove. Since I had not signed any paperwork prior to them breaking this item, I asked what they were going to do about this. They had several different types of insurance to offer me but I had not signed up for anything yet. The movers called the office to find out which insurance I should purchase to take care of replacing the glass piece they had just broke. They advised me not to worry. The company was great. Just sign up for the regular insurance and their claims department would take care of it on Monday. The movers even told me the part was probably only $40 and easy to fix. On Monday *. called me and was very apologetic about the broken stove. She took the model and serial number and told me she would get back to me. Meanwhile, I called GE and found out that the broken piece cost $843 to replace, and at this point I wasn't even sure if anything else was broken since they dropped the stove. It is gas and I would have to call a plumber in to even find out if everything else worked. *. called back 2 days later and said she would reimburse me $250 (even though I paid $343 for the move). That was no where near the agreement I made with the movers on the day of the move. They said the company would fix the stove they broke. College Hunks company didn't even pay for the top of the stove. *. said $250 was all she could give me or else I could pursue legal action. I am very disappointed. I wrote to customer service at this company 2 times and also to both [redacted] of this company and have not heard back from anyone. I would like to be reimbursed $843 for the broken GE Profile stove top and the $93 remainder from the cost of the move.Desired Settlement: I would like someone at this company to contact me, apologize for this inconvenience, and refund me the cost of the move and send me a check to replace the cost of the broken GE Profile glass stove top. $93+843=$936

Business

Response:

[redacted]

Again, We are very sorry for your disappointment in the services provided by College Hunks Moving. In the rare occurrence that we have damage on a move, we go above and beyond NYS mandated liability laws and work very hard to settle all claims within 72 hours as we did with you. As you stated, we were hired to move 2 items given to you from a friends house. A used stove and a used TV stand. Unfortunately, during the move the glass top on the stove was cracked. At this time our move team made you aware of this and gave you all information to put in a claim with our customer service department. At the time you and your husband were trying to decide whether to keep the stove or just get rid of it since it was given to you by a friend and you were still unsure of how you were going to use it. With this information from you and our efforts to do whatever we could to appease you, we offered to remove and dispose of the item for you after the move of your other item was comple te or we could move both items and you could go ahead with a claim for the damage. The removal and disposal of the item would be at no charge of course. It was all up to you and your husbands decision on whether you wanted to still keep the stove. Once you made the decision to keep the stove and store it, we advised on how to start a claim investigation and we proactively contacted customer service as well. Next, Our customer service representative contacted you immediately after hearing from our Move team onsite and received a response from you on June [redacted] and settled this claim with you within 48 hours on June [redacted]. Please see attached email from you agreeing to the claim settlement and thanking our representative for all of her efforts. In response to your Revdex.com complaint, I'd like to make a few things very clear as they were made on the day of the move and afterwards with our customer service representative. All initial paperwork is reviewed and signed prior to move. This is when a client has the option to purchase additional "valuation" for their items or choose not to and opt for the free valuation mandated by NYS, which values an entire shipment at $2500 and each item that is damaged or lost to be paid in settlement at a sum of 30 cents per pound. We do NOT sell Insurance as we are not an insurance company. Prior to a move, We only offer what is legally allowed under NYS law. You chose to value your shipment at the standard and free 30 cents per pound per item. You only asked to purchase valuation after your move. Unfortunately, you can only purchase extra protection before the move begins, not after it is completed. Just like any protection, valuation and Insurance, you have to purchase it before trying to use it, not retroactively. All this being said, we always go above and beyond our legal liability in any case where there is damage and have always repaired, replaced or settled at an amount much greater tha n the 30 cents per pound per item taking into account the depreciated value of any used item to come to a mutually agreed upon settlement. This was no different for you. The cost of your move was $250 for the time and labor to move the 2 items from your friends home to your home plus the truck/travel and supply fee of $93.75, totaling $343.75. The weight of the stove was 248 pounds so our legal liability to you was $74.40. As we mentioned to you at the time, we go above and beyond in our mission to provide superb customer service and we did not feel that the $74.40 was suffice even though that was our only obligation. Our next step was the offer of a $250.00 refund for your move, leaving only the $93.75 fee in place for moving the 1 tv stand/entertainment unit successfully. At this time, you thanked us and agreed to this settlement, saying you were satisfied and would be able to get the stove repaired. We sent an apology letter for your dissatisfaction with the servic e and your refund was processed on June [redacted], 48 hours after making the initial claim and contact with our customer service representative and you agreed that you were satisfied with this settlement and thanked our representative multiple times. This Revdex.com complaint is the first time we have heard from you since our mutually agreed upon settlement. We have all signed paperwork and documentation to validate and back up this agreement and a satisfactory conclusion to your move and damage complaint. Again, we apologize for any dissatisfaction with our service and we hope we get another opportunity to wow and amaze you in the future. As is well documented over thousands of positive 5 star public online reviews, we strive to provide a stress-free experience and top notch service to all of our clients. In the rare occurrence that we fall short of our high expectations for ourselves, we are quick to remedy the situation and settle any claims within 72 hours. Please feel free to contact me directly for any further assistance. Thank you for choosing College Hunks Moving and for taking the time to provide us with feedback.

Review: I received an estimate for removing and donating items from my home prior to a move. I was told in writing that their usual fee was $750 per truck but since I was hiring them to do the move, they would charge me only $700.

On the scheduled day their truck arrived, their driver informed me that the truck they had was a larger truck and equal to 3(THREE) of the removal trucks they usually use. He then told me that based on what I needed removed, I would have to pay $2250 for their service.

After many arguments & phone calls, the original sales person agreed to charge me $1600.

I needed to get this done so I allowed them to do the job as I was promised that I would receive a receipt for my taxes for the donations they would make.

They threw everything on their dirty truck smashing and breaking furniture & small appliances.

By the time they were finished, the insude of the truck looked like one large trash heap.

I never received any receipts from them for the items taken.Desired Settlement: I am requesting a refund for the difference in what I was charged and what I was quoted or $900 and a receipt from them for the charity I donated to use for my income tax return.

Consumer

Response:

At this time, I have not been contacted by College Hunks Hauling Junk regarding complaint ID [redacted].Sincerely,[redacted]

Review: I used this service on Monday, August **, 2015. The movers told me that they were done loading the van at the starting location, however they left several of their items all over the back yard and in one of the bedrooms. I had to tell them 3 times to load a filing cabinet, and they left a pile of my things in the middle of a bedroom. At the destination, they left my vacuum cleaner sitting on a city street corner as they made trips with other items. I moved the vacuum myself so it wouldn't be stolen. My new super is irate because of damage caused by the movers to the interior hallway of the building.

Several of my items did not even make it in to my new apartment. I called several times within days of my move to report this, and the location manager was rude to me, saying the missing items must be in boxes I didn't unpack yet. He called me on August ** to inform me that half of the missing items (4 paintings) were found in their [redacted] warehouse. The manager told me that one of the movers had discovered his mistake upon returning to the warehouse and hid the undelivered items in a corner without telling anyone. The manager told me I could pick up the items myself, or he could deliver the missing items to me, but it would take a few more days because I moved 30 miles away and the trip was inconvenient. I drove out of my way to pick up my undelivered items myself.

The rest of my items still have not been found. I filled out the company's electronic customer service survey that was sent to my email on August **. I relayed this exact message, and have not heard from the company about this issue. I called the main business number on August **, and the receptionist informed me that she would pass my message to the owner of that franchise location. I have not heard from him either. Some of my items that were delivered are damaged, missing parts and pieces, making them unusable or in need of significant repair. This move cost $850, and they did not complete my move. Any business that did transpire was unprofessional.Desired Settlement: To date, I am still missing 3 small mirrors, about 2 feet x 2 feet, and a shelf from a bookcase. I have requested follow-up from the company, but have received none. At this point, I am frustrated that many of my things are damaged, such as a lamp, several picture frames, and a filing cabinet, and I feel violated that I was fully charged for a service even though some of my items went missing. The employees of this company were not honest with their mistakes.

I request a partial refund for this shoddy and incomplete job, and to compensate me for my trouble and stress caused by this company.

Consumer

Response:

At this time, I have not been contacted by College Hunks Hauling Junk regarding complaint ID [redacted].Sincerely,[redacted]

Review: This Company is not only horribly dishonest but they do not stand by any of their work. Three boys had been dispatched to me for a job to move my furniture and possessions approximately 5 miles only one town over with a straight run down the same main road. They arrived at 2:30 to move a 2 bedroom apartment and had begun loading. about 30 minutes a truck broke down, and they were called away leaving my things with only 2 people who had stopped working until the other returned. I was being charged by the hour and had been given a writing estimate of a little more then $800.00. The workers arrived at my house 4.5 hours later and began unpacking. Where a second truck broke down. This stopped them another hour leaving my things to wait again. After the job was finished it cost me over $1,200.00. Many Items were broken and damaged beyond repair. When I called to complain, I was offered compensation for the time that they went over. Which was Never given to me. When I wanted to file an insurance claim, they merely brushed me off by telling me they would ask their employees if they had damaged anything which of coarse they replied No. The $3,500.00 Temperpedic bed with adjustable base was destroyed, My leather couch and my stand up pedestal mirror wood frame had been broken A various china and crystal was broken. Not only was I cheated out of money by time and service but they will not take any responsibility for the damage. This company is ran unprofessionally, They claim to be fully licensed and bonded and insured for which they do not stand by. They do not accept written claims and will provide any insurance information. I would tell everybody I know Never to hire them. They advertise fraudulent compensation and bait and switch you with their prices. They made me sign paperwork by intimidation that I did not want to sign so they can say they finish the job to my satisfaction and I was afraid to do otherwise.Desired Settlement: I would like to be compensated by a refund so I will be able to replace the broken and damaged items. I also believe that they should be exposed for taking advantage of single women by intimating them into signing unwanted paperwork. Women, especially single women that are taken advantage of, belittled and made to feel threatened by men should not be tolerated in any way. The company should reimburse me for the amount of money and take responsibility for their actions.

Review: My mother-in-law had recently passed away when I contac[redacted] College Hunks Hauling Junk [redacted] to help my husband and I clear out 3 storage units that were left to us. I spoke with [redacted] at CHHJ and we reviewed PowerPoint slides I sent him, which detailed the dimensions of the storage units, as well as pictures of the units and their contents. Unfortunately, my mother-in-law suffered from hoarding and I had explained to [redacted] that their help was greatly needed as we live 2.5 hours away, I had just had a baby and had just undergone [redacted] and if that wasn't enough, the ~$2k rent was due on the storage units in a few weeks if we didn't clear the contents out and vacate. [redacted] sent me a written estimate, which outlined the work to be comple[redacted] in one day, 3 trucks at a cost of $1,800.

The day of the project, [redacted] from CHHJ and the team of movers arrived on time and ready to go. But when we opened the units up, the movers told us the estimate was "way off." Resulting in an hour lost in discussions between CHHJ and my husband and I. I offered to have a quick conference call with the [redacted] of CHHJ, [redacted] and the movers on site, but CHHJ didn't want to do that. When CHHJ said that the project would cost $5,600...we were floored. Nearly 3x the estimate we were given!! I could see if it was a little bit more, it's an estimate after all, but not 3x more. Anyone knows that maybe you estimate high and come in under, but you don't low-ball an estimate and come in 3x higher, that's just bad business. And [redacted] and [redacted] both knew from our discussions that the units were due for rent on the [redacted], so we were under pressure to vacate.

The movers got to work later than we expec[redacted] due to the on-site negotiations, which frankly could have been avoided. Around lunch time about 2/3 of the crew dropped off to head to another project with another client and for another 4 hours or so 2 movers stayed on the job.

When the 2 movers got to the 3rd unit they told us they were already behind (which wasn't really our fault or our issue quite honestly). And instead of finishing our project, left us and went on to another client, agreeing to come back in 3 days (when they had time) to finish. That meant for us, another 5 hour trip out to [redacted], taking time off from work, paying for storage for another 3 days and not to mention another $600 to CHHJ to finish the job that was supposed to be done in one day, so our total bill to CHHJ now $4,100.

I sent the above details as well as the PowerPoint slides used to provide the initial estimate, in addition to the written estimate from [redacted] at CHHJ on September *, 2014. He wrote back on September [redacted] citing that he wan[redacted] to talk with his team before responding to me and that he would call me by the end of the week. It is October [redacted] and I have not heard from CHHJ to date.Desired Settlement: As outlined in my email to the [redacted] of College Hunks Hauling Junk, [redacted] I'd love to understand how he thinks this situation would be best rectified.

Business

Response:

Thank you for your feedback. We appreciate all feedback from all of our clients as it helps make our systems, processes and execution better and we pride ourselves on a great customer experience for all of our clients. In this case, however, I'd like to tell the rest of the story and fill in many facts that were unfortunately left out of this clients review. We received a lead from a national partner company that deals with hoarders because the scope of the job was very large and would be unaffordable for this client in this situation. The client claims that this partner quo[redacted] her $2500 and that is why she is upset with our pricing but this is not true. This company quo[redacted] her $2500 for 2 men and 1 day of labor and 1 truckload of junk. We did the job over 2 days with 6 men and a little over 6 truckloads of junk for a total of $4,100. This is what happened leading up to the job. Once we received the lead we contac[redacted] the client right away to see how we can help during this difficult time. Our company specializes in helping clients during these difficult times both with Junk removal and moving. Our [redacted] spoke to the client over the phone and attemp[redacted] to set up an onsite estimate. The client refused an onsite estimate because she said she lived almost 2 hours away and didn't want to come that far for the estimate. [redacted] urged her to reconsider so we could give her an accurate estimate but she sent a couple of pictures and asked [redacted] to do his best over the phone. She also said she would need move labor. [redacted] explained our move labor rates to the client and also our truckload pricing along with any additional charges that might occur in a typical hoarder situation, such as bagging garbage that is thrown all over before it can be moved to the truck. [redacted] explained that without seeing the units he could not give a perfect estimate but from what information he had, it would be at least 3 truckloads and could be more. Then he explained to the customer how we would handle the job and a final estimate the day of the job. He promised we would send 2 teams with 2 trucks and that our [redacted] would accompany the teams to give a final estimate for the job and help manage the job. When our teams arrived, they discovered both very large units were on the second floor and they were packed and filled to the roof of both units. These were the largest units in the storage facility and they could not have taken another item. They were packed to absolute capacity. After accessing the job, including the move labor and any other additional labor to complete the job, our manager quo[redacted] the client $5000 to complete the job. At this time, the client was very upset and star[redacted] to claim that we quo[redacted] $2000 for the job. As mentioned above, this is not true, we were very clear that the job would be at least 3 truckloads plus the moving labor and possibly additional labor depending on what needs to be done in the units in order to get them clean but we would give a final estimate when onsite the day of the job since the client refused to come and have an onsite estimate performed prior to the scheduled date. Because we pride ourselves in client satisfaction and customer service and because our team is well trained to deal with these sensitive situations that come along when their is a death or divorce in the family and particularly in hoarder situations, they very calmly went through how every step of the job would go and they contac[redacted] our [redacted] to see if he could discount the job at all. This client was very difficult, demanding we do the job right away because she needed the items out before the end of the month but did not want to pay what was already a very reasonable price for the scope of work. Our [redacted] who was the first to speak to the client originally, got on the phone with the client and agreed to waive all labor, including the move labor and said we would only charge the truckload price. He even went further and discoun[redacted] the truckload price, quoting the job to clean out the 2 large units for $3600.00 and waiving all labor including the move labor for some items they wan[redacted] to put in a smaller unit on the first floor. At this point, we were priced too low for this large of a job but we wan[redacted] to help out this client who was dealing with a tough situation, clearing out her deceased mother in laws storage units at the end of the month and she was overwhelmed with a serious hoarding situation. The client agreed to the discoun[redacted] price of $3600 for the 2 units and we began work right away once we got approval on price and to begin the job. Unfortunately, we were behind at this point because we had to wait for approval to start but we moved some other jobs around and dedica[redacted] 6 men, 2 trucks and the entire day to his client and this very labor intensive job. Outside of the price, the client gave great reviews of the team and their hard work and gave a generous tip to all of our team members once the job was complete. At the end of the job, we explained that there were a few items left over that we could not take but would move down to there 3rd smaller unit on the first floor and we would come back at no charge to remove them if they decided they did not want to keep them. These items were left to the end because they were unsure if they wan[redacted] to get rid of them. Once they said we could dispose of them, we unfortunately ran out of room and because it was the Saturday before labor day all of our donation facility partners and disposal facilities closed early for the holiday weekend. We were able to fill up 6 trucks in the time everything remained open but with the last 2 trucks full and everything closed we didn't have any other option for the last few items. We moved the items down to the 3rd smaller unit and asked when the client would like us to come back. She reques[redacted] Tuesday, September [redacted](day after labor day) so we put her on the schedule for that day. When we arrived on September [redacted], the client informed us that she changed her mind and didn't want to keep anything in the 3rd storage unit. Her and her husband decided they would get rid of everything in the unit. This was never part of any quotes so we let her know that we could take care of it right away and we would discount the truckload price down to $600 again but we would have to charge $600 for the additional truckload with no additional labor charges for bagging or anything else. She agreed and we comple[redacted] the job. The entire job came out to $4100 with over 6 truckloads comple[redacted], move labor and 6 men their for an entire day and 3 men their on the second day. We gave an exact estimate that was heavily discoun[redacted] and we stuck to it before beginning any work. The client agreed to the price, we did the job and she was very happy with our men and the job that was done. She contac[redacted] us a week or so after the job asking for us to give back money because she could have gotten the job done for $2500. Unfortunately she is misinformed here or misunderstood our national partners quote. Their quote was for 2 men and 1 truckload. This job was a lot bigger and she would have paid close to $8000 with their company. They charge a lot because they deal with very severe hoarder situations. They passed this client to us because it wouldn't make sense for the client in this case to pay their rates. It was a hoarder situation but not one that required the many different areas their company would deal with. We truly believe that if she understood that quote and realized how much money she saved by going with us, she would be very happy with the price she paid. It was heavily discoun[redacted] and she was very happy with the team and the job they did. The [redacted] of our company did respond to this client and our [redacted] spoke to the client many times, so the claims that we didn't respond are not true. Unfortunately the client was convinced of this other estimate and did not agree with our response and didn't want to hear how heavily discoun[redacted] this job was. I spoke to the company that referred this client and they were happy to explain their estimate to her and explain how much more it would have been but I'm not sure if that ever took place. Again, we did everything we said we would with this client from the first contact, to the onsite estimate the day of the job and we only began work after the estima[redacted] price was accep[redacted]. We did not add any charges to that estimate, we stuck to that quote and we worked very hard to satisfy the client. On the [redacted] day, when we arrived to take the last few items at no additional charge they added an entire small unit for removal. We said no problem, discoun[redacted] our rate, waived any additional labor and got right to work. We hope this helps fill in the blanks. We have all paperwork signed off from the client for the estimate and comple[redacted] job, stating their satisfaction along with many emails back and forth to back up our statement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Following review of College Hunks Hauling Junk’s response, the following details outlined in their rebuttal are incorrect as outlined below:

“The client claims that this partner quo[redacted] her $2500 and that is why she is upset with our pricing.” An unbiased, thorough review of my complaint both emailed to the [redacted], [redacted] and filed with the Revdex.com would provide insight into the many facets of disappointment that I have with CHHJ, it was not merely the inaccurate quote that CHHJ’s rebuttal focuses on.

“she sent a couple of pictures” should be replaced with “she sent a PowerPoint presentation, which included pictures, dimensions of the storage units and overviews of the work needed in each storage unit.” I do have a copy of this email that was sent to [redacted] at CHHJ.

“Because we pride ourselves in client and customer service…” I’m almost speechless. If CHHJ prides themselves in client satisfaction, how is it that I have not heard from them in

almost 2 months following my email to the [redacted] of the company outlining some of the key issues rela[redacted] to their customer service?

“This client was very difficult, demanding we do the job right away.” I sincerely apologize if you felt that I was “very difficult.” Although shocked that the quote by phone and

the quote onsite was nearly 3x more, I thought it was quite tactful to offer to speak directly with [redacted] and the [redacted] to help reach a mutually agreeable resolution. That offer was not taken up by CHHJ however.

“Our [redacted] who was the first to speak to the client originally, got on the phone with the client and agreed to waive all labor…” I won’t finish quoting

this line because it’s just not true. I have not spoken to [redacted] following our original discussion, pre-project. The [redacted] told me that he reached out to [redacted] directly, not [redacted] because in his words [redacted]’s original quote was “way off.”

“we moved some other jobs around and dedica[redacted] 6 men…and the entire day to this client.” That’s not accurate at all. Most of the crew left after lunch and told my husband and I that they were behind given the onsite negotiations.

“At the end of the job, we explained that there were a few items left over that we could not take but would move down to their 3rd smaller unit on the first floor and we would come back at no charge to remove them if they decided they did not want to keep them.” This is completely inaccurate. Due to the late start, the crew that left a few hours into the project and the need to go to other job sites, our project was not comple[redacted] in one day. What was “left over” was moved to the 3rd storage unit so that we did not continue to incur storage fees at the storage unit and we could close out as many units as possible.

“We unfortunately ran out of room and because it was the Saturday before labor day all of our donation facility partners and disposal facilities closed early for the holiday weekend.” I am not clear how that logistical issue became my issue as a client. If this was going to potentially be an issue, discussing that with me upfront would have been helpful.

“She contac[redacted] us a week or so after the job asking for us to give back money because she could have gotten the job done for $2500.” To be clear, in my post-project email to the [redacted] of the company, [redacted], I outlined a number of issues that we encountered with CHHJ, just as I did in my complaint to the Revdex.com. I ended my email as follows: “I recognize

this note is long, but I wan[redacted] you to be aware of what transpired during our engagement with CHHJ. I’m interes[redacted] to hear your response and how you feel this should be rectified.” I have a copy of this email as well.

“The [redacted] of our company did respond to this client and our [redacted] spoke to the client many times, so the claims that we didn’t respond are not true.” First, [redacted] did respond to my post-project email and that was to say he had a death in the family, had been out of the office and needed to speak to the crew at CHHJ before fully responding to me, which I completely understood. That was September [redacted] and I haven’t heard from him since. Second, I spoke to [redacted] only before the project and have never communica[redacted] with him since. I would love to see the emails/phone records of CHHJ’s outreach to me following the project, because it does not exist.

“On the [redacted] day, when we arrived to take the last few items at no additional charge they added an entire small unit for removal. We said no problem, discoun[redacted] our rate, waived any additional labor and got right to work.” First, there was an additional charge for the work that was done on the second day – I have paperwork from CHHJ and my bank

statements to show two independent charges for both days of work. This is in addition to the time needed to take off from work to finalize this project, which was quo[redacted] to be done in one day and was not, plus tolls and another 5 hour trip out to the storage facility, and storage fees, so yes, there were additional fees incurred by us because the original quote by CHHJ was not accurate. Second, there was no “added entire small unit for removal” – we have the documentation from the storage facility showing on which day each of the three units was closed out. Third, why after calling me “very difficult” would CHHJ all of the sudden do me any favors to discount their rate for me and waive labor if you didn’t think you were in the wrong to begin with?

Sincerely,