D & A Excavating

Complaint: I am rejecting this response because:We accept the offer of having his furniture repairman come assess the damage but do not accept the $.60/per pound limitation based on the number of pieces that were damaged (over a dozen) as Best Move was grossly negligent by sending untrained movers We hired a professional moving company, it is reasonable to expect our furniture would be properly packed and that it would not sustain the amount of damage it did This was a mile move that crossed stop lights had a total of right turns and left turn It is clearly evident this damage was extraordinary and not what should be expected by professional movers.Additionally, it is mystifying to me how he could state he is sorry I am still unhappy He does not respond to my emails, has never taken the time to personally inspect the damage nor has he lived up to his promises As of May 27, we have still not heard from his furniture repair man to come assess the damage as he promised on May 24th Regards, L [redacted]

On the morning of August 14, I was out in the field bringing additional supplies to one of our crewsI returned to my office at about 9:AMThere were two messages left on our voicemailThe 1st one was from MrsB [redacted] saying that she was not very happy and we should have sent a 3rd man on her move and how soon could we get a 3rd man out thereAs I heard this I was immediately thinking of who we could send out to helpThen I played the 2nd voicemail and it was MrsB [redacted] againThis message had come in about an hour after the 1st voicemail, and this time she said, “Don’t worry, everything is OK!” “No need to send anybody else, we’ll be fine!” My nephew, G***, who does the dispatch for our company, called the crew and they said that everything will be OK! But, when they first got there they noticed that a lot of items were not packed and told MrsB [redacted] that it might be better with a 3rd man, now that some packing had been added to the moveYou see, we always ask our customers when we schedule the move, if they will need help packing and then follow up with another phone call the day before the move to see if they need us to bring some packing supplies to help finish the packingWell, on both occasions, MrsB [redacted] said no, we will have all the packing finished by the time your crew arrives! To my great surprise, I received a phone call from MrsB [redacted] almost two weeks after her moveShe told me that she was unhappy with her move, that we should have sent a man crew, and that she felt like our man crew worked very slowlyShe also said that she would like some compensation in the form of a refund of some of the charges, on her moveI told her that I was sorry that she was unhappy and would speak to our crew, and if I felt that some compensation was due, I would send her a checkI spoke to our crew and they told me that when they first got to MrsB***’s house, things were a bit hectic because they weren’t expecting to have to pack, but there was a lot left to pack and they didn’t have a lot of packing supplies with themBut, they made do, and just used the extra wardrobe boxes that they had on the truck and finished the packingAnd after the first hour or so, everything was ok and they finished in a timely mannerThey said that MrsB [redacted] seemed very happy and even gave them each a generous tip! I then called MrsB [redacted] and left a message, saying that I talked to our crew and they felt that everything went pretty well and that you even gave them a generous tip? So, under the circumstances, I feel like our crew did a good job, but as a courtesy, I would send her a check for ½ hour of service timeWhen my nephews and I started our business back in we had a motto that we have always tried to conduct our business by: “Always try to be fair!” Well, we feel like we were fair with MrsB***And, at this point, we feel like we have done all that we can do! L [redacted] BEST MOVE Newbury Park, CA

Complaint:
I am rejecting this response because: It is interesting to note L**n interjects personal attacks and comments in an attempt to disparage us rather than take responsibility for the real issue at hand. Our house was not in disarray; we were not on a “budget”. In fact, L**n never even stepped foot in our house before, during or after the move, not even to come and view the damage his crew did. Here are the facts:I left several messages during the job and days after the job asking for a phone call back and I did not receive a phone call until almost weeks later!I NEVER received a called from a furniture repair man on behalf of Best Move. I have attached an email that I sent on 9/21/asking for assistance and providing pictures of the job his crew did. NO RESPONSE was ever received from this email, please ask them for proof of their email response.I sent another email on 3/23/asking for resolution and NO RESPONSE was ever received. Please ask Best Move to provide their responses to the email or PROOF of how they have tried to resolve the issues. They have done nothing to try to resolve the issues.His crew was not rushed; they were extremely inexperienced. By G***’s own admission they no longer worked for him after our move due to the poor job they performed for us. I would like him to show employment records documenting each person’s employment tenure with Best Move.His crew damaged most of our furniture due to their inexperience as they did not properly protect our furniture! They also misplaced nuts and bolts (leaving our furniture unassembled!) Some furniture is still not assembled because we do not have the screws to reassemble it properly. They did not even know to tape the screws to the pieces for reassembly! See attached pictures with how our King bed was left on rubber tubs because the crew could not find the feet for our bed to be reassembled. We moved an sq foot house miles down the street and it took their crew until late in the evening to finish. The crew was there over hours. They left the job incomplete due their incompetence. Please use for your website and include the pictures, I would hate for this happened to other consumers. I have also attached emails and pictures showing the damage to our furniture. In conclusion, L** has never followed through on his offer to get our furniture repaired. No message was left for me, give me reason why I wouldn't schedule getting my furniture repaired? This entire ordeal has been extremely frustrating and time consuming
Regards,
L*** ***

L*** *** called me on 8-21-to get information about our moving servicesAt that time I explained what was included in our packing and moving services and the costs for those servicesShe said that she would be moving sometime in late September and would get back to meL*** called me on
9-16-and said she wanted to hire us to pack her loose household items into boxes on 9-17-and move those boxes along her furniture on 9-18-I asked her if we could do it 9-18-and 9-19-and she said no she had to have it done over the next two day! Because she waited so long to call and we were already busy those days, I told her I would call our other customers to see if they could change their moving date to accommodate her moveOne of our other customers was nice enough to change their move date, so I called L*** and told her that we could do her pack and moveOur packing crew showed up the next day on 9-17-to find a house that was in total d***rray! She told me that she just needed a couple of hours to “finish” the pack when actually we could of spent a full day or more with a much larger packing crew to finish the packing! But, we did the best that we could in the time she allowed usWhen our crew arrived on 9-18-for the move, they were instructed by L*** to just move the heavier, awkward items and leave the smaller things, because “they” could come back later to get those thingsOur crew got the feeling of being rushed from the very beginningIt was clear that L*** was working on a tight budget and wanted the job done as fast as possible! Our crew finished what they were instructed to do, presented our bill and received a credit card for paymentA few days later, L*** called and said that our crew left some of the small items at her old house, there was some damage to her furniture and she wasn’t very happy! I apologized for the crew leaving items behind (although I knew she had instructed the crew to do just that!) and told her I would call our furniture repairman and make arrangements to have the furniture repairedOur furniture repairman called L*** and left a message for her to call back to schedule a time for his repairSeveral days went by with no call backWe then called L*** and left a message that our furniture repairman had left a message and was waiting for her callShe finally called back and said that she has had time to look around and that there were more items damaged and she wants them all replaced! I told her that she had signed for the basic valuation/insurance coverage which gives her up to per lbto repair damaged furnitureI also said that, in an effort to make her happy, we would sent our repairman out to have a look and we would go beyond the per lband try to fix her furniture but we couldn’t replace itA couple of weeks went by until we received a notice from our bank that she had stopped payment on her credit cardAt this point we called L*** and she said she stopped payment on her credit card because our services weren’t worth that much and she wouldn’t pay a dime until we replaced her damaged furniture! I told her we wouldn’t repair her furniture until we were paidWe then had to send a “dispute response” to Master Card and after reviewing it they sent our money back to our bankAt that point L*** stopped payment a second time! We responded again and got our money backAt this point I don’t know what to do to make her happy? But, we are still willing to send our furniture repairman out to repair any damage up to the per lbas mandated by our governing body, The California Public Utilities Commission.Best Move

On the morning of August 14, I was out in the field bringing additional supplies to one of our crews. I returned to my office at about 9:15 AM. There were two messages left on our voicemail. The 1st one was from Mrs. B[redacted] saying that she was not very happy and we should have sent a 3rd man on her...

move and how soon could we get a 3rd man out there. As I heard this I was immediately thinking of who we could send out to help. Then I played the 2nd voicemail and it was Mrs. B[redacted] again. This message had come in about an hour after the 1st voicemail, and this time she said, “Don’t worry, everything is OK!” “No need to send anybody else, we’ll be fine!” My nephew, G[redacted], who does the dispatch for our company, called the crew and they said that everything will be OK! But, when they first got there they noticed that a lot of items were not packed and told Mrs. B[redacted] that it might be better with a 3rd man, now that some packing had been added to the move. You see, we always ask our customers when we schedule the move, if they will need help packing and then follow up with another phone call the day before the move to see if they need us to bring some packing supplies to help finish the packing. Well, on both occasions, Mrs. B[redacted] said no, we will have all the packing finished by the time your crew arrives! To my great surprise, I received a phone call from Mrs. B[redacted] almost two weeks after her move. She told me that she was unhappy with her move, that we should have sent a 3 man crew, and that she felt like our 2 man crew worked very slowly. She also said that she would like some compensation in the form of a refund of some of the charges, on her move. I told her that I was sorry that she was unhappy and would speak to our crew, and if I felt that some compensation was due, I would send her a check. I spoke to our crew and they told me that when they first got to Mrs. B[redacted]’s house, things were a bit hectic because they weren’t expecting to have to pack, but there was a lot left to pack and they didn’t have a lot of packing supplies with them. But, they made do, and just used the extra wardrobe boxes that they had on the truck and finished the packing. And after the first hour or so, everything was ok and they finished in a timely manner. They said that Mrs. B[redacted] seemed very happy and even gave them each a generous tip! I then called Mrs. B[redacted] and left a message, saying that I talked to our crew and they felt that everything went pretty well and that you even gave them a generous tip? So, under the circumstances, I feel like our crew did a good job, but as a courtesy, I would send her a check for ½ hour of service time. When my nephews and I started our business back in 1985 we had a motto that we have always tried to conduct our business by: “Always try to be fair!” Well, we feel like we were fair with Mrs. B[redacted]. And, at this point, we feel like we have done all that we can do! L[redacted] BEST MOVE Newbury Park, CA

I am sorry to hear that Lisa is still unhappy. In an effort to move forward we will have our furniture repairman call her to make an appointment to come out and access the damage. Once we receive his report we will instruct him to repair the items that can be repaired within the .60 per lb, that we had agreed on, and send us the bill. We will go out of our way to be as fair as we possibly can to make Lisa happy! Today is Tuesday May 24. I will ask him to call tomorrow. Thank you!

Complaint: 11426482
I am rejecting this response because:We accept the offer of having his furniture repairman come assess the damage but do not accept the $.60/per pound limitation based on the number of pieces that were damaged (over a dozen) as Best Move was grossly negligent by sending untrained movers.  We hired a professional moving company, it is reasonable to expect our furniture would be properly packed and that it would not sustain the amount of damage it did.  This was a 2 mile move that crossed 2 stop lights had a total of 3 right turns and 1 left turn.  It is clearly evident this damage was extraordinary and not what should be expected by professional movers.Additionally, it is mystifying to me how he could state he is sorry I am still unhappy.  He does not respond to my emails, has never taken the time to personally inspect the damage nor has he lived up to his promises.  As of May 27, we have still not heard from his furniture repair man to come assess the damage as he promised on May 24th.
Regards,
L[redacted]