Germantown Moving and Storage LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because this not how it happened I never asked them to cover the stairs only my regular carpeted floors When asked to cover my floors he said he did not have floor coverings, and that most home owners don't ask to cover the floor of the house they are moving from I then laid down some drop cloths for them to wipe their feet he did not and just walked down my stairs When asked why there was only of them he said that the office had assigned only to this job I then called the office to complain and then only at that time that I was told another person was being sent The mover then asked me to sign stating they cannot proceed without a signature and he said that men would be cheaper for me than 3, but that was beside the point I had a lot of furniture to move and with them coming at it would taken an extremely long time to move When he saw the furniture that had to be moved this is when he decided to just leave I have a hard time believing that this company has been business that long with the way they treat their customersThey also have no physical office in Maryland and it is obvious they just hire outside contractors that do not respect people belongings or our time How is that this business can just decide not to move me on a whim when I booked them a month in advance without any repercussions If I had cancelled without a reason they would not have refunded me the deposit It is obvious that this company does not adhere to their obligations or even intend to respect their customers.Regards, ***

[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 Please let me know how to go about getting the $reimbursement Regards, [redacted]

[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 ***, and find that this resolution is satisfactory to me. Please let me know how to go about getting the $reimbursement.
Regards,
*** ***

The Customer was scheduled to be moved on April 29, We called him the night before letting him know that we would be arriving around 11:am because the move on 4/had to be carried over a couple of hours because of the rainStarting a little later would still allow us to complete his
move, estimated at 6-hours, at a reasonable hourOn the morning of 4/29, we called the customer and let him know that we would be sending over movers and that a third mover would arrive an hour laterThis is not something that we normally do but we didn't want to delay the job any longerOur crew arrived at the customer’s home at amWhen given the contract to sign the customer didn't want to sign the contract because it said "men and truck"Our Foreman explained that it couldn't say "men" because men weren't thereWe would charge him for two men and when the third member of the crew came we would then add the third man to the contract and change the hourly rateRight away the customer said that he "was going to write a bad review" Our crew did not feel like this was the right way to start the move They told the customer that they were just there to help him and to do their jobThe customer signed the contractThe customer then expected our crew to cover all the carpetsOur Foreman explained to the customer that they could not cover the stairs because it was dangerous (it could result in someone getting hurt and possessions being damaged)We do have protective runners that we place on floors and carpets that act as walkways throughout homes that we moveOur Foreman explained that normally people don't want that at their old house but only for their new homeThe Driver did say "he could figure something out to cover the carpets in the existing home"The customer was not happy about thatThe customer then accused our crew of making his stairs dirtyThe crew was only there for ten minutes and our crew left the stairs just the way they found themAfter being told he "would write a bad review" before they were able to start their job and then accusing them of damaging his carpet, our Foreman decided that he could not go forward with the move. Our crew did not feel that the customer could provide a place that they could do their job efficientlyWe have been in business for over years and that says a lot about us in this IndustryWe refunded the customer his $deposit right awayWe will not pay for any cleaning of his carpets because we did not cause any damage

Thank you for giving us the opportunity to respond to Ms
*** March 14th move
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Ms*** called to setup a short notice move. She said that she didn’t have much to
move. I told her that we had a hour
minimum (including travel), which is standard with most movers in the
area. Ms*** said that her job would
only take hours, I told her that very few moves only take hours but I would
only charge her the actual time for the move plus hour of travel
We did an inventory over the phone because there was not
time for an on-site estimate. Based on
her inventory I told her it would probably take 3-hours.
On moving day, it is true that the driver told her they
could not start the job until the contract was signed. That is standard with all our moves. We need to know that the customer agrees to
the terms of the contract. The loading
of Ms*** things went fairly quickly.
The crew did their best placing her belongings in the truck. Some items were in plastic bags rather than
boxes which isn’t as efficient but the crew worked with it. When moving her to her new residence, there
was an elevator and a very long walk from the loading dock to her unit, which
slowed things down
Ms. *** was
charged from when we left the warehouse (12:00) to when we would return to the
warehouse (4:30)The driver told her he
would only charge her minutes to get back to the warehouse because we were
close by. Ms*** was charged for
minutes of travel time to get to her first residence and from her new residence
to storage, instead of the hour (saving her minutes)
Regarding the moving of her hanging clothes. We do loan clothing wardrobes to our
customers during their moves. Ms***
job was the second job for that crew on that day. The wardrobes were taken out to accommodate the
first move that day and were not reloaded on to the truck. This was an error on our part, however in all
of our trucks we have another method of safely transporting clothes on hangers. Ms*** thought that would end up taking
too much time when in reality it wouldn’t have added more time than putting the
clothing in the wardrobes.
We have been in business for over years. The secret to staying in business has been
our customer service. We apologize for
any miscommunication and for not having the wardrobe boxes on the truck as
promised
We want Ms***, like all of our customers, to feel good
about moving with us. Hopefully a reimbursement
of hour ($130) will remedy the situation

Thank you for giving us the opportunity to respond to Ms.
[redacted] March 14th move.
Ms. [redacted] called to setup a short notice move.  She said that she didn’t have much to
move.  I told her that we had a 4 hour
minimum (including travel), which is standard with most movers in...

the
area.  Ms. [redacted] said that her job would
only take 2 hours, I told her that very few moves only take 2 hours but I would
only charge her the actual time for the move plus 1 hour of travel.
We did an inventory over the phone because there was not
time for an on-site estimate.  Based on
her inventory I told her it would probably take 3-4 hours. 
On moving day, it is true that the driver told her they
could not start the job until the contract was signed.  That is standard with all our moves.  We need to know that the customer agrees to
the terms of the contract.   The loading
of Ms. [redacted] things went fairly quickly. 
The crew did their best placing her belongings in the truck.  Some items were in plastic bags rather than
boxes which isn’t as efficient but the crew worked with it.  When moving her to her new residence, there
was an elevator and a very long walk from the loading dock to her unit, which
slowed things down.
Ms.  [redacted] was
charged from when we left the warehouse (12:00) to when we would return to the
warehouse (4:30). The driver told her he
would only charge her 15 minutes to get back to the warehouse because we were
close by.  Ms. [redacted] was charged for 45
minutes of travel time to get to her first residence and from her new residence
to storage, instead of the 1 hour (saving her 15 minutes).
Regarding the moving of her hanging clothes.  We do loan clothing wardrobes to our
customers during their moves.  Ms. [redacted]
job was the second job for that crew on that day.  The wardrobes were taken out to accommodate the
first move that day and were not reloaded on to the truck.  This was an error on our part, however in all
of our trucks we have another method of safely transporting clothes on hangers.  Ms. [redacted] thought that would end up taking
too much time when in reality it wouldn’t have added more time than putting the
clothing in the wardrobes. 
We have been in business for over 34 years.  The secret to staying in business has been
our customer service.  We apologize for
any miscommunication and for not having the wardrobe boxes on the truck as
promised.
We want Ms. [redacted], like all of our customers, to feel good
about moving with us.  Hopefully a reimbursement
of 1 hour ($130) will remedy the situation.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because this not how it happened.  I never asked them to cover the stairs only my regular carpeted floors.  When asked to cover my floors he said he did not have floor coverings, and that most home owners don't ask to cover the floor of the house they are moving from.  I then laid down some drop cloths for them to wipe their feet he did not and just walked down my stairs.  When asked why there was only 2 of them he said that the office had assigned only 2 to this job.  I then called the office to complain and then only at that time that I was told another person was being sent.  The mover then asked me to sign stating they cannot proceed without a signature and he said that 2 men would be cheaper for me than 3, but that was beside the point.  I had a lot of furniture to move and with them coming at 12 it would taken an extremely long time to move.  When he saw the furniture that had to be moved this is when he decided to just leave.  I have a hard time believing that this company has been business that long with the way they treat their customers. They also have no physical office in Maryland and it is obvious they just hire outside contractors that do not respect people belongings  or our time.  How is that this business can just decide not to move me on a whim when I booked them a month in advance without any repercussions.  If I had cancelled without a reason they would not have refunded me the deposit.  It is obvious that this company does not adhere to their obligations or even intend to respect their customers.Regards,
[redacted]

[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. 
Please let me know how to go about getting the $130 reimbursement. 
Regards,
[redacted]