Falcon Moving and Storage LLC

I'd like to notice that there was no breach of contract, that's why we can't grant discounts at this pointAccording to our policy after the job is completely finished and entire balance is paid in full (with 0$ outstanding balance) Mr *** may file a claim and request for a settlementDue to the fact that customer is moving more items and most of the furniture is larger size than what was discussed on the phone Mr *** was given a new revised estimateThe estimate is based on volume (cu ft)Mr *** was aware that not all of his items would be taken, because he refused to the 2-nd truck that was needed to accomplish the whole entire move including the items that Mr *** mentioned in his letterCustomer agreed to the terms and conditions of revised estimate and signed it prior to loading the truck. There is no single reason for us to not take items that customer wants to be moved and agrees to pay for itWe always work with our customers to accomplish their needs, and Mr *** was not an exception. It's very unfortunate that Mr *** didn't close the garage door and the movers had not suggested to do soIt would have been very helpful even though it's not their responsibilitySituations like that have never happened beforeI also understand the inconvenience that customer had when the movers came back because one of them forgot his drill and jacketHe had to come back because he needed his drill work and he lives far away from pick up location and it was very cold that's why he needed his jacket at that time. We are not threatening ** *** but we do notify him that he must make the payment and arrange the delivery in a timely matter because we can't hold the shipment for longer period of timeWe advise Mr *** to notify us about desired delivery date and address at least days prior if he decides our company to perform the delivery (Delivery will be at additional cost). We did call detective *** times last week, but couldn't reach himWe emailed him information on movers that did the job.We apologize for unpleasant experience and we are looking forward to hear from ** *** Contact person:Varvara S*Title:Office managercontact Phone #:*** ***

I spoke with movers about the details.The garage door was never opened by our moversIt was opened by other workers that already were working in the house and it's never been closed by the customerWhen they came back for a drill and a jacket they took it from the house not from the
garage, ** *** opened the doors. The estimate was given over the phoneNobody saw the furniture prior the move dayThe customer was aware that the estimate was based on volume cu ft and it was not a final price.When movers arrived they gave ** *** a new estimate for cu ftAll the furniture was over sized and bulky plus customer had a lot more items than what he provided over the phone for the original inventory list. These factors lead to the increase in the volume and price. The customer was offered the second truck so we could take everything from the houseMr *** refused to the second truck comingThe customer asked to fill the truck with as many items as possibleHe was given a price for it based on cu ftwhich Mr *** acceptedThe customer was fully aware that the part of his furniture would not be taken because he refused the 2nd truckThat is why large plants were not takenPick up was done on 12/05/the customer was not ready for the delivery until 12/23/in the first placeThere was a risk that live plants would not survive the move because they would have to stay in the truck without light, water, and air for at least days or more (depending on the delivery date)Those items were big and bulkyWe couldn't stuck anything on the top of them, so to take them was not economicalIn case we take it lots of other furniture would have to be left in the house. Because we were told to fit as many items as possible so we had to use the space wisely and stack it very tightIn order to avoid any damages, we had to put lighter items on top of heavy onesThere is a very big chance that the damages happen when heavy items are put on top of other items. Most of the items were heavyThat is why our movers had to take some chairs and boxes to stack them on top of a big furniture and use all space on the truck wisely because the customer pays for each cubic foot. I really wish that somebody would have reminded Mr*** to close the garage doorAlso, I can't blame the movers because it's not their responsibility to make sure that our customers close their garage doorsUnfortunately, it was a long day for Mr*** and for moversThe movers were exhausted because the loading took hours and they finished at 1:am.They did the full packing for MrGrahamIt means that they packed all boxes and big furniture and they worked while it was snowing. And I really doubt that after such day anyone would have any idea if Mr*** would close his garage door now or later. As a matter of fact, Movers forgot their jacket and the drill.I think they were only thinking how to get back to the base and home, (that's why they couldn't know if Mr *** would close the garage door or not). We tried to make a delivery today, It was impossible to reach the customer, so we have to put the shipment into a storageI advise Mr *** to contact our office at *** *** or *** ***9 ASAP.Operational managerDavid P***

Complaint: [redacted]
I am rejecting this response because: First thing is I would like the person that is responding to my complaint to identify himself or herself with there full name and title or position.  The company has continued to not respond to the breach of contract.  Yes it is true that when the men arrived they said I have more items that could fit in their truck and at that time I immediately instructed them to take the biggest heaviest items which was 3 large heavy plant, riding lawn mower, treadmill, exercise universal/equipment, 300 gallon tank, 125 gallon tank, & treadmill.  The men arrived 7am on Saturday morning & they left 1pm Sunday morning.  As soon as the men told me I had too much I immediately told them to take these largest heaviest that were listed on the original contract.  If the men had of taken those item I would not exceed 1390 square feet.  I immediately sent a text to Bill T[redacted] saying I have instructed the men to take the largest heaviest items.  I followed up with a phone call to Anna telling her I instructed the men to take these biggest heaviest items.  Anna told me ok she would call them.  I was running errands that entire day but I called Anna back and she told me that she called the guys and told them to take those items.  When I got home the men acknowledged that Anna called and said to take those items.  That entire day I was in and out of the home but approximately 5pm I was home for good.  I noticed the movers had been working since 8am but the largest heaviest items had not been loaded in the truck that was identified in the contract and verbally but I figured they are moving professionals so maybe that had a strategy or method they were doing.  At 7pm-8pm the other men that were working in the home had left.  I went out to my garage and I pulled out my little giant ladder because I have high shelves I had to unload. At approximately 11pm I fell asleep and I was woken up at about 1240am Sunday by the movers stating they were done. They asked me to sign an inventory list etc.  I signed just to get the men gone.  When I woke up the next morning I immediately noticed that theses item were still at my home: 125 gallon tank was still upstairs, universal exercise equipment machine, treadmill, couch, and riding lawn mower.  When I opened my interior garage door I immediately notice my garage door was wide open.  I saw all my tools Saturday night after the other men had already been gone when I got my ladder out.  I really went into the garage to see if the men had taken the riding lawn mower as instructed and as writing on contract but they didn’t.  Then I noticed all my tools had been stolen and those tools were not listed on the inventory sheet.  This person responding for shipping company is refusing to acknowledge that the movers didn’t not take the items as instructed.  The person responding is refusing to acknowledge that Bill Thompson told me the company will take large plants but the company has a policy that they don’t take plants.  Bill Thompson told me what ever he had to tell me just to make a sell and it caused controversy when the men arrived.  Now I have spent over $2000 renting a truck, hiring day labor, to move these large heavy items that were not moved.  The person responding is failing to comment on his last response that the other men left the garage open when it was known that his men had to remove a riding lawn mover from the garage.  I actually had 2 of them but I went with the guys and told them to take only the red one with was brand new and still had sticker on it for $3000.00 the garage was open because they were supposed to move this item.  Presently despite my complaint of breach of contract by Bill Thompson telling my items will be moved that are against policy and items not being taken that were supposed to be taken this representative refuses to adjust my bill. This representative will not reply to the practice of his men leaving a customer home 1240am with the truck and all the moving items but continually returning back to the customer’s home 130am and again 2am.  Is this a standard practice.  The representative refuses to admit that his men was supposed to move an item in the garage which is the reason why it was open.  Instead he wil deny or omit a response to these facts. I created an addendum contract with Bill Thompson via email before I electronically signed the initial contract.  In this email I said that I can not account for every item and I went on to write I didn’t want to get up charged as a result and Bill Thompson responded yes via email to my addendum contract at that time I electronically signed the contract.  The company has to comply with the addendum I made via email with Bill Thompson representing the contract agreement.  Presently this person responding is threatening to auction off nearly $100,000 worth of items, and this representative refuses to disclose location despite knowing the company didn’t move the documented items and I have approximate $20,000 in tools and items stolen from my garage.  Detective [redacted] did call me this week.  He told me that someone from the company is calling him and that person will give him a time interval to call back on certain date.  When the detective calls during that time interval this person / representative does not answer the phone and it seems to be intentional and evasive in nature.  I would ask this resprestative to email Detective [redacted] the 4 men working names, addresses, birth dates, and phone numbers.  I know that is where he would like to start. Hi email address is [redacted].  This company keeps wanting to speak to me on the phone and I will not because they will simply lie and say I said something I didn’t say.  I prefer this email communication for quality assurrance Temporary resolution: 1)      reduce my bill by $2500 because my large items were not taken? 2)      Send Detective [redacted] via email the names of the men that were at my home that night with the birthdates, phone numbers, social security numbers, and addresses?
Regards,
[redacted]