Forest Lake

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Brothers Relocation Services (BRS) failed to even address the concerns that were provided to them There were multiple phone calls made in reference to this move They are stating that they are basing everything off of the first phone call They state that if I would have "stated it was 2-bedroom homes (a bedroom house) your estimate would have doubled...." On June 4th I made multiple follphone calls in reference to this BRS fails to address this Since the first conversation was recorded, I believe the rest of the calls were recorded as well I have asked for the recordings and have not been provided them The additional recordings go into length about my concern about the size of the truck and the amount of items we had in the house They keep going back to the initial phone call I also bring up the fact that when the movers arrived, they revised the estimate to 6-hours with workers This was still way off - 1/of the actual amount of time it took them This issue has never been addressed.They mention that I could have told the movers to stop - this is not a very logical argument The moved was planned way in advance and BRS were there to do a job - it's not like I could find someone last minute to move a house full of items.I do not see any of the additional recordings they are referring to - aobut separate calls and a call from the crew mid move Also the call that was made from the Lead mover at my home on the night of 6-23-at approximately 8:PM between the billing department and then [redacted] and myself is not included - this is the point where one of the owners "***" specifically told me that if "BRS had provided me with a higher estimate, that I would have went with a different company" I told him that I did not go with him because he was the cheapest, but because of the Revdex.com rating of the company which, in my opinion, is in jeopardy I can not see how they have an A+ rating when they operate a business in the fashion that they do Give a low-ball estimate, take twice as long as the highest estimate (given the day of the move), and then tell me that they won't unload the truck if I don't pay in full.The only thing that BRS keeps coming back with is that everything was based on the original estimate I have provided the updated estimate given to me after the phone call where I was concerned about the size of the truck and the amount of items in the house They continually do not address the updated estimates and the last phone call between [redacted] and myself that took place at the end of the move Regards, [redacted]

I apologize, there is nothing further that can be done, we feel that we are just going in circles with the customer We did upload all of the recordings that we have regarding the customer If the customer would like to go to arbitration, we are members of the AMSA(American Moving and Storage Association) and he can contact them for further arbitration into the matter Again, we have uploaded everything that we have and feel that the customer was charged only for services received and nothing less(minus the credit given) and was charged nothing more

Brothers Relocation Services, LLC was right on the customers estimated time for the move, we have attached a copy of the estimate that was provided to the customer *** spoke with the husband as well whom stated everything was ok There is nothing more that Brothers Relocation Services
can do for the customer, as all of the stuff was moved safely and in a timely matter There was no claim of any damage to any items and nothing was stated during the moving process If there is any other communication, please call us at ###-###-####, as we have never talked to this customer after the move If you have any questions please contact us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Brothers Relocation Services (BRS) failed to even address the concerns that were provided to them.  There were multiple phone calls made in reference to this move.  They are stating that they are basing everything off of the first phone call.  They state that if I would have "stated it was 2-2 bedroom homes (a 4 bedroom house) your estimate would have doubled....".  On June 4th I made multiple follow-up phone calls in reference to this.  BRS fails to address this.  Since the first conversation was recorded, I believe the rest of the calls were recorded as well.  I have asked for the recordings and have not been provided them.  The additional recordings go into length about my concern about the size of the truck and the amount of items we had in the house.  They keep going back to the initial phone call.  I also bring up the fact that when the movers arrived, they revised the estimate to 6-7 hours with 3 workers.  This was still way off - 1/2 of the actual amount of time it took them.  This issue has never been addressed.They mention that I could have told the movers to stop - this is not a very logical argument.  The moved was planned way in advance and BRS were there to do a job - it's not like I could find someone last minute to move a house full of items.I do not see any of the additional recordings they are referring to - aobut 3 separate calls and a call from the crew mid move.  Also the call that was made from the Lead mover at my home on the night of 6-23-2015 at approximately 8:30 PM between the billing department and then [redacted] and myself is not included - this is the point where one of the owners "[redacted]" specifically told me that if "BRS had provided me with a higher estimate, that I would have went with a different company".  I told him that I did not go with him because he was the cheapest, but because of the Revdex.com rating of the company which, in my opinion, is in jeopardy.  I can not see how they have an A+ rating when they operate a business in the fashion that they do.  Give a low-ball estimate, take twice as long as the highest estimate (given the day of the move), and then tell me that they won't unload the truck if I don't pay in full.The only thing that BRS keeps coming back with is that everything was based on the original estimate.  I have provided the updated estimate given to me after the phone call where I was concerned about the size of the truck and the amount of items in the house.  They continually do not address the updated estimates and the last phone call between [redacted] and myself that took place at the end of the move.
Regards,
[redacted]

In response to customer complaint, the
customer was given a quote of approximately 6 hours of work for 2 men.
 This estimate was given based on items that were told to the estimator
over the phone.  We do try and give the best estimates that we can and based
off what the customer...

states they have.  We have uploaded a list, on this
list are the items that the customer stated he had according to the call for
estimate.  We do also have the call recorded and at no time did the
customer state that there was a lot of workout equipment, he did however state
he had a free weight set, customer also never stated in the recorded
conversation that it was like 2 homes into one and jam packed home and garage.
 He did give a list of items over the phone to the estimator and the list
that is provided, as well as the recorded phone call which shows what was said
over the phone.  The items mentioned should have fit with room in the 26ft
truck that was sent out on moving day.  Also during the communication
between the crew and our office the crew did state that this customer had a lot
of stuff in his house, it was almost 2 full trucks when being moved, which is
more than was told to us on the phone. 
The second truck load which was just garage items filled up ¾ of our
truck, but according to the list he only had a few garage items.
We as a small family owned moving company
and as a practice in the moving and storage business visuals for all local
moves are not possible, so we depend on what the customer tells us they have in
order to give as best an estimate as possible. 
This is just an estimate as well, customers are told they pay for the
time that is used.  Customer never said
the crew was moving slowly, nor during the move did customer call to state he
was concerned over the time the move was taking, he was just upset over the
amount of time the job took at the end of the move, once again just an estimate
based off list of items customer told us over the phone.
We did give the customer a credit on their
bill in good faith to make up for some of the loss, but we charge by the hour
and customer was charged properly for how long it took to do the job.