You mentioned that we provide price quotes to customers and then require them to pay a higher amount on move day. Sometimes more than twice the original estimate. This may be the case in some circumstances, but all charges are clearly justified in writing and each and every customer is provided a...
copy for review. Before securing services, customers are well informed of our company’s pricing policies. Furthermore, each and every customer is provided with a written contract via e-mail, so they can thoroughly read and review our policies prior to move day. A signature of acknowledgement is also required from the customer as a confirmation of review. Unfortunately, many customers fail to read the provisions and proceed to sign without fully understanding their binding contract. The biggest factor in price increases is inventory. Our contracts clearly state that the final price is “inventory based.” Unfortunately, on move day, customers usually have more items on hand then what was originally agreed upon. In some cases, double and triple the amounts of items have been recorded. This of course leads to additional charges.In order to minimize and avoid this problem in the future, all sales reps have been instructed to clearly inform the customer of what circumstances could incur additional charges. Different scenarios are explained to the customer so they fully understand how a price increase would apply.
The customer is [redacted]'s husband, not her. She was charged and billed accordingly by the hour. She did sign off on the paper work agreeing to the final cost and the start to end time. If [redacted] would like she can call our business line and ask for the claims department so we can work things out....
However, Scott was billed accordingly, but I would like to come to a peaceful and easy resolution. Thank You[redacted]
I would like to respond to this comment because I trust my men and take it personally when someone writes something derogatory about them. The woman in question had an on site visual quote with a contract she signed. You expecting to pay less than you were quoted is nonsense. We're both in business...
to make money and I have to pay employees, gas, driving time...etc...this is inaccurate as you you can get. You said our guys did a great job and then to post this is unbelievable.
Customer receive full refund she dispute the credit card with the credit card company the $400 was taken from our account so we consider the matter done!!!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Mr. [redacted] was booked with us and we cant handle his move because of restriction that he got in his storage facility we explain to him that we found local company in his area to move him he agreed !!!We have been notify by the other moving company that his furniture...
was all damage and he got broken tv he also despute the credit card that he make payment for the deposit and the actual move !
Complaint: [redacted]
I am rejecting this response because: You are actually making this up as you go along. There was never a dispute as to the contents that were to be moved. You sent a representative to my house to take and inventory. the inventory was listed on the contract. I told the men when we did the walk through upon there arrival to take only what was on the inventory and anything else would be discussed if there was room and/or time. In fact, there was a piano listed on the inventory that I made other arrangements for so that wasn't even included in the actual move. Your statement that the inventory "doubled" is beyond ridiculous. I would be more then happy for someone from the state to come take pictures of exactly what furniture is in my home. Your company policy may state that you do not disconnect appliances but that was not discussed with me. The washing machine was listed on the inventory so it should have been included that the disconnect was not part of it. Just because it is your "company policy" not to disconnect appliances doesn't mean it didn't happen which it in fact did. The only statement of yours that is correct is that the packing materials were not included and I knew there would be a charge of some sort for that. However, your charge for packing material was almost $1000.00 for the first truck load. You should rethink how you do proposals.Your man was rude and threatening and you should keep better control over your employees as he almost ended up with police involvement. The job wasn't complete 3 days earlier. It was completed over that weekend by myself and my family. Your men came back to move one piece solely because you wanted to get paid. You sent 2 men to move something that needed 4 men and one of your guys injured himself. I wonder if the Department of Labor would be interested in these practices. The only poor communication was internally at your company. Ask your estimator about the $5.00 / hour I was to be given off because of a football wager we made and I won. I don't believe it to be poor communication as much as I believe it to be an attempt at a shake down. You know the position people are in when moving and you take advantage of it. You should be ashamed of how your company is run and how your employees behaved. I need my driveway to be repaired due to the damage from the oil leak in your truck, reimbursement for the plumbing costs and time and energy spent to complete the move which your company was paid for. This issue is not resolved.
Regards,
[redacted]
We spoke yesterday and all the delivery issue was clarified you said you understand and looking forward for delivery Premier Relocations does not provide any of its customers with guaranteed delivery dates. All In One provides delivery windows in accordance to DOT regulations. Our records and...
statistics indicate that in the past year, we failed to meet DOT regulated delivery windows by less than 2%. This is a great accomplishment in our perspective based on the high volume of business that we conduct on a yearly basis. Records also indicate that the circumstances surrounding the 2% failure was simply due to mechanical malfunction of our transport vehicles.In order to minimize mechanical failure in all our transport vehicles, Premier Relocations has increased the amount of time we spend on preventive maintenance. Additionally, Pre-trip Checklists have been improved and more detail-oriented steps have been incorporated.
This is copy of the email sent to this customer Dear Valued Client, Please be advised, Estimated Time of Arrival (ETA) is NOT a guaranteed dates. We will do absolutely everything in order to make our delivery estimates precise as logically possible. The ETA for Order #:...
[redacted]Customer Name: [redacted]Please be advised, Estimated Time of Arrival (ETA) is NOT a guaranteed dates. We will do absolutely everything in order to make our delivery estimates precise as logically possible. The ETA for Order #: [redacted]Customer Name: [redacted] ESTIMATED TIME OF ARRIVAL: 09/14/2017- 09/16/2017 Driver/Foreman: [redacted] ESTIMATED TIME OF ARRIVAL: 09/14/2017- 09/16/2017 Driver/Foreman: [redacted]
YOU ARE MORE THEN WELCOME TO CALL OUR OFFICE AND ASK TO SPEAK WITH THE CLAIM DEPARTMENT WE NEVER RECIEVID ANY EMAIL OR PHONE CALL REGARDS YOUR MOVE PLEASSE CALL TO OUR OFIICE AND THE CLAIM DEPARTMENT WILL ADRESS THE ISSUES.
as we see in all the responses from this customer we have been working with D.O.T. we have all the records of this customer that disappear for 2 weeks and comes back from no where let see when he will respsnce to our attempt to deliver his shippment he dont have any kids he is divorced so please save it from us pick up your phone when we calling you
Tell us why here...I've been searching through our records to figure out how we can better serve you and have come up with no record matching your name. It's extremely important to every team member that all your belongings are carefully packed and shipped to your new location -- your experience certainly doesn't sound like the norm for us.With all that said, I certainly like to help you out if there has been some rare miscommunication during this process. It remains unclear to me what happened but I would love to figure this one out so we can both move forward with a smile.Please take into consideration the option of reaching out to me at the office so we can discuss things further. I'm here to help and definitely would like to get to the bottom of things.Thanks for your time and consideration,Jenniffer
I am writing in response to complaint #[redacted] which I was told is now closed. I did not see the initial response but I would still like to respond to the following claim made by Premier Relocations. They wrote the following: Ms. [redacted] canceled her move on the day of the pickup the driver was late and he inform her that he is on his wayOur cancellation policy is to notify 72 hours before the move date about any changes / cancellation The customer is not entitled to any refund !!! we send our truck and she refuse our services, she also file despute with her credit card company and we will take legal actions against this customer. I did not cancel any services with this company. They were scheduled to come to my home between 9 and 12pm. When they did not come, I first called them right before 12. They then informed me that the driver had a flat and would be there at 3pm. The driver did not come at three; I called them and they informed me that the driver was not coming. I have the phone records to show the repeated calls I made to this company on the moving day. I also can supply witnesses that were aware of my being left stranded by this company. As I found out later through research, broker moving companies typically do this: They give you a relatively low price, ask for a deposit and then when they can't secure a driver for that price; they don't show up. What is fraudulent here is that they did on the day of the move, tell me that they would refund me. Now they have spun the story to accuse me of cancelling. This is not true. that I cancelled. Not only did they take my almost $400 deposit without providing services, because they did not show up I had to extend my lease until I could find replacement movers.They will not seek legal action against me because I did nothing illegal. This company is fraudulent and it is my hope that no one else loses money. I ask that you reconsider closing my complaint and please protect future consumers from this scam. Sincerely,
[redacted] was calling our office every days we have a record on any phone calls from her she was using words that really hard to describe left message harassing all our office employees we still waiting to get the copy of the check from billing department.
You mentioned that we provide price quotes to customers and then require them to pay a higher amount on move day. Sometimes more than twice the original estimate. This may be the case in some circumstances, but all charges are clearly justified in writing and each and every customer is provided a...
copy for review. Before securing services, customers are well informed of our company’s pricing policies. Furthermore, each and every customer is provided with a written contract via e-mail, so they can thoroughly read and review our policies prior to move day. A signature of acknowledgement is also required from the customer as a confirmation of review. Unfortunately, many customers fail to read the provisions and proceed to sign without fully understanding their binding contract. The biggest factor in price increases is inventory. Our contracts clearly state that the final price is “inventory based.” Unfortunately, on move day, customers usually have more items on hand then what was originally agreed upon. In some cases, double and triple the amounts of items have been recorded. This of course leads to additional charges.In order to minimize and avoid this problem in the future, all sales reps have been instructed to clearly inform the customer of what circumstances could incur additional charges. Different scenarios are explained to the customer so they fully understand how a price increase would apply.
The customer is [redacted]'s husband, not her. She was charged and billed accordingly by the hour. She did sign off on the paper work agreeing to the final cost and the start to end time. If [redacted] would like she can call our business line and ask for the claims department so we can work things out....
However, Scott was billed accordingly, but I would like to come to a peaceful and easy resolution. Thank You[redacted]
I would like to respond to this comment because I trust my men and take it personally when someone writes something derogatory about them. The woman in question had an on site visual quote with a contract she signed. You expecting to pay less than you were quoted is nonsense. We're both in business...
to make money and I have to pay employees, gas, driving time...etc...this is inaccurate as you you can get. You said our guys did a great job and then to post this is unbelievable.
Customer receive full refund she dispute the credit card with the credit card company the $400 was taken from our account so we consider the matter done!!!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Mr. [redacted] was booked with us and we cant handle his move because of restriction that he got in his storage facility we explain to him that we found local company in his area to move him he agreed !!!We have been notify by the other moving company that his furniture...
was all damage and he got broken tv he also despute the credit card that he make payment for the deposit and the actual move !
Complaint: [redacted]
I am rejecting this response because: You are actually making this up as you go along. There was never a dispute as to the contents that were to be moved. You sent a representative to my house to take and inventory. the inventory was listed on the contract. I told the men when we did the walk through upon there arrival to take only what was on the inventory and anything else would be discussed if there was room and/or time. In fact, there was a piano listed on the inventory that I made other arrangements for so that wasn't even included in the actual move. Your statement that the inventory "doubled" is beyond ridiculous. I would be more then happy for someone from the state to come take pictures of exactly what furniture is in my home. Your company policy may state that you do not disconnect appliances but that was not discussed with me. The washing machine was listed on the inventory so it should have been included that the disconnect was not part of it. Just because it is your "company policy" not to disconnect appliances doesn't mean it didn't happen which it in fact did. The only statement of yours that is correct is that the packing materials were not included and I knew there would be a charge of some sort for that. However, your charge for packing material was almost $1000.00 for the first truck load. You should rethink how you do proposals.Your man was rude and threatening and you should keep better control over your employees as he almost ended up with police involvement. The job wasn't complete 3 days earlier. It was completed over that weekend by myself and my family. Your men came back to move one piece solely because you wanted to get paid. You sent 2 men to move something that needed 4 men and one of your guys injured himself. I wonder if the Department of Labor would be interested in these practices. The only poor communication was internally at your company. Ask your estimator about the $5.00 / hour I was to be given off because of a football wager we made and I won. I don't believe it to be poor communication as much as I believe it to be an attempt at a shake down. You know the position people are in when moving and you take advantage of it. You should be ashamed of how your company is run and how your employees behaved. I need my driveway to be repaired due to the damage from the oil leak in your truck, reimbursement for the plumbing costs and time and energy spent to complete the move which your company was paid for. This issue is not resolved.
Regards,
[redacted]
We spoke yesterday and all the delivery issue was clarified you said you understand and looking forward for delivery Premier Relocations does not provide any of its customers with guaranteed delivery dates. All In One provides delivery windows in accordance to DOT regulations. Our records and...
statistics indicate that in the past year, we failed to meet DOT regulated delivery windows by less than 2%. This is a great accomplishment in our perspective based on the high volume of business that we conduct on a yearly basis. Records also indicate that the circumstances surrounding the 2% failure was simply due to mechanical malfunction of our transport vehicles.In order to minimize mechanical failure in all our transport vehicles, Premier Relocations has increased the amount of time we spend on preventive maintenance. Additionally, Pre-trip Checklists have been improved and more detail-oriented steps have been incorporated.
This is copy of the email sent to this customer Dear Valued Client, Please be advised, Estimated Time of Arrival (ETA) is NOT a guaranteed dates. We will do absolutely everything in order to make our delivery estimates precise as logically possible. The ETA for Order #:...
[redacted]Customer Name: [redacted]Please be advised, Estimated Time of Arrival (ETA) is NOT a guaranteed dates. We will do absolutely everything in order to make our delivery estimates precise as logically possible. The ETA for Order #: [redacted]Customer Name: [redacted] ESTIMATED TIME OF ARRIVAL: 09/14/2017- 09/16/2017 Driver/Foreman: [redacted] ESTIMATED TIME OF ARRIVAL: 09/14/2017- 09/16/2017 Driver/Foreman: [redacted]
YOU ARE MORE THEN WELCOME TO CALL OUR OFFICE AND ASK TO SPEAK WITH THE CLAIM DEPARTMENT WE NEVER RECIEVID ANY EMAIL OR PHONE CALL REGARDS YOUR MOVE PLEASSE CALL TO OUR OFIICE AND THE CLAIM DEPARTMENT WILL ADRESS THE ISSUES.
as we see in all the responses from this customer we have been working with D.O.T. we have all the records of this customer that disappear for 2 weeks and comes back from no where let see when he will respsnce to our attempt to deliver his shippment he dont have any kids he is divorced so please save it from us pick up your phone when we calling you
Tell us why here...I've been searching through our records to figure out how we can better serve you and have come up with no record matching your name. It's extremely important to every team member that all your belongings are carefully packed and shipped to your new location -- your experience certainly doesn't sound like the norm for us.With all that said, I certainly like to help you out if there has been some rare miscommunication during this process. It remains unclear to me what happened but I would love to figure this one out so we can both move forward with a smile.Please take into consideration the option of reaching out to me at the office so we can discuss things further. I'm here to help and definitely would like to get to the bottom of things.Thanks for your time and consideration,Jenniffer
I am writing in response to complaint #[redacted] which I was told is now closed. I did not see the initial response but I would still like to respond to the following claim made by Premier Relocations. They wrote the following: Ms. [redacted] canceled her move on the day of the pickup the driver was late and he inform her that he is on his wayOur cancellation policy is to notify 72 hours before the move date about any changes / cancellation The customer is not entitled to any refund !!! we send our truck and she refuse our services, she also file despute with her credit card company and we will take legal actions against this customer. I did not cancel any services with this company. They were scheduled to come to my home between 9 and 12pm. When they did not come, I first called them right before 12. They then informed me that the driver had a flat and would be there at 3pm. The driver did not come at three; I called them and they informed me that the driver was not coming. I have the phone records to show the repeated calls I made to this company on the moving day. I also can supply witnesses that were aware of my being left stranded by this company. As I found out later through research, broker moving companies typically do this: They give you a relatively low price, ask for a deposit and then when they can't secure a driver for that price; they don't show up. What is fraudulent here is that they did on the day of the move, tell me that they would refund me. Now they have spun the story to accuse me of cancelling. This is not true. that I cancelled. Not only did they take my almost $400 deposit without providing services, because they did not show up I had to extend my lease until I could find replacement movers.They will not seek legal action against me because I did nothing illegal. This company is fraudulent and it is my hope that no one else loses money. I ask that you reconsider closing my complaint and please protect future consumers from this scam. Sincerely,
[redacted] was calling our office every days we have a record on any phone calls from her she was using words that really hard to describe left message harassing all our office employees we still waiting to get the copy of the check from billing department.