Grazing Fields Farm

Initial Business Response / [redacted] (1000, 20, 2017/10/23) */ [redacted] As a response to this customers complaint: Our website does reflect that we are brokers in the moving industryThe Revdex.com site has always had us listed as Moving Brokers under category as wellWe are agents for [redacted] and many of the testimonies sent to this customer were done by [redacted] and all had glowing reviews or both our service and theirsAll moving companies have negative reviews of some kind as not all situations can be avoided due unforeseen circumstances, ie transit timing, breakdowns, or a broken Item due to the truck having to abruptly swerveMoves can go bad and accidents can happenThis does not mean the company does not do good workThis customer was given the toll free number to [redacted] dispatch upon booking and had the option to cancel and refund their booking at any time prior to pick up Prior to pick up the [redacted] dispatch office contacted the client to confirm their information for pick up Standard basic released valuation coverage was included on this move and homeowners, third party or full valuation coverage was discussed as an option to be added to this move but the customer did not confirm if they wanted any coverage beyond the basic The customer also did note that they were affected by the timing of their pick-up Once the customer contacted us regarding a broken Item, and how they were affected by timing of pickup and delivery we provided them with the direct contact information the [redacted] claims department as those concerns are the responsibility of the carrier The customer paid the agreed upon price for this move that includes the deposit, and there will be no refund given, hotel paid for or desk purchased by TLC Initial Consumer Rebuttal / [redacted] (3000, 22, 2017/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first want to note that it took two months for TLC to respond to my Revdex.com complaint Secondly, it feels that TLC is trying to get off on a technicalityYes, I do see that on the copyright for the webpage, it says "TLC Movers and Brokers." However, "booking agency" or "brokers" are not used in any of the website materials or emails with potential customersIndeed, in all my email communications with the company, they never actually said that they would not be the ones doing the move, and, as I said in my initial complaint, spoke in a language that implied they were the movers (e.g., "our movers will...")Why not simply say in our exchanges that the move is being given to another company, in the interest of full disclosure? Why assume that customers are aware of this fact that you do not go out of your way to tell them? And why not tell me upon booking that I am now working with a second company and that I can no longer ask TLC for the help I believed that I paid for? Third, I also take issue with your description of the exceptional services that [redacted] providesIf this was the case, why was I sent testimonials labelled "TLC Movers Reviews," with no mention of [redacted] in them? Why was this company literally never mentioned once prior to me paying a deposit? I can't help but wonder if it is because, while TLC has a good Revdex.com review, [redacted] has awful reviews on the Revdex.com website, ***, and [redacted] ? As I mentioned, they are literally banned from my apartment building because they have provided such poor service and have been rude to the building managerAgain, while technically TLC may be the brokers, they did not go out of their way be up front with me Fourth, I am disappointed with the refusal to take any responsibility for the broken and damage items, poor communication, and tremendous inconvenience we suffered by the unexpected early move out dayIt seems that TLC is happy to take my money and talk about their remarkable services, but was plenty fine passing the buck when I actually had issue with the service I thought they were providing It is exhausting being a consumer of moving servicesIt feels like it is an industry that goes out of its way to avoid taking responsibility despite its customers being in an incredibly vulnerable position of having all our their belongings in someone else's possessionIndeed, we were threatened that the moving company would cancel our entire move because we tried to tell them we could not change the moving date with less than hours noticeWe had to capitulate because we had no other option- we would have had to find an international movers on one day's notice, as we had to be out of our house shortly for the new tenantsI did what I thought was thorough research to find a company with good reviews and Revdex.com accreditationIt is shocking that them, in turn, subcontracting out to a company with miserable views without informing me is considered appropriate business practiceI hope that you consider being more upfront with your customers to allow them to make an informed choiceThey have the right to know that their belongings are being shipped with a company with documented poor services on every online review site, including the Revdex.com I hope you reconsider your response

Initial Business Response /* (1000, 8, 2016/08/03) */
To Whom It May Concern,
On June 8th 2016 I did send an estimated to this customer my estimate for this move was $[redacted] and the actual total charged for this move was $[redacted] due to weight.
In discussion with client the estimated weight of...

3000 pounds at 58 cents per pound, an estimated weight cost of $[redacted], plus fuel, plus origin charge plus taxes. Expressed clarification was discussed with this client during our phone conversation that this is just an estimate and the truck would be weighed before and after loading personal belongings to determine the actual weight. The work order provided by [redacted] for a scale weight of 3980 pounds which was 980 pounds over the estimated weight, at 58 cents per pound which would be an increased cost of $[redacted] plus 11% fuel surcharge which I quoted at $[redacted] on the weight of 3000 pounds and due to the extra weight it was $[redacted]. Also on the work order was a packing cost of $[redacted] which is between the moving company and the client not the moving broker as there was no packing requested at the time of booking. Off route /Origin fee was also increased from my estimate of $[redacted] to $[redacted] due to the extra weight.
As a moving broker I broker moves to a specific moving company but due to the busy season there are times moving companies rely on each other to sub a move if the moving trucks fall behind. Sadly this is unforeseen circumstances and is out of the my control and usually without the my knowledge.
Upon investigation of damages as claimed by the client to date there has not been a claim to the broker or the moving company.
Allegations by this client that I did not respond to her are inaccurate. I did speak with this client on several occasions and did also intervene on her behalf when she did not get the answers she was looking for from dispatch. I called the moving company on her behalf to have them call her directly.
Please find attached the original quote as well as the moving company Bill of Lading.
If you need further clarification please contact me.
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once my stuff was picked up [redacted] stopped returning my calls or responding to my emails. And the dispatching company number he gave me had nothing to do with my nove.
Also we went an extra 2 and a half weeks without any furniture, dishes or clothing over the quoted time.
So disappointed with the service I received.

Initial Business Response /* (1000, 20, 2017/10/23) */
[redacted]

As a response to this customers complaint: Our website does reflect that we are brokers in the moving industry. The Revdex.com site has always had us listed as Moving Brokers under category as well. We are agents for [redacted] and many of...

the testimonies sent to this customer were done by [redacted] and all had glowing reviews or both our service and theirs. All moving companies have negative reviews of some kind as not all situations can be avoided due unforeseen circumstances, ie transit timing, breakdowns, or a broken Item due to the truck having to abruptly swerve. Moves can go bad and accidents can happen. This does not mean the company does not do good work. This customer was given the toll free number to [redacted] dispatch upon booking and had the option to cancel and refund their booking at any time prior to pick up.

Prior to pick up the [redacted] dispatch office contacted the client to confirm their information for pick up.

Standard basic released valuation coverage was included on this move and homeowners, third party or full valuation coverage was discussed as an option to be added to this move but the customer did not confirm if they wanted any coverage beyond the basic.

The customer also did note that they were affected by the timing of their pick-up.

Once the customer contacted us regarding a broken Item, and how they were affected by timing of pickup and delivery we provided them with the direct contact information the [redacted] claims department as those concerns are the responsibility of the carrier.

The customer paid the agreed upon price for this move that includes the deposit, and there will be no refund given, hotel paid for or desk purchased by TLC
Initial Consumer Rebuttal /* (3000, 22, 2017/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I first want to note that it took two months for TLC to respond to my Revdex.com complaint.
Secondly, it feels that TLC is trying to get off on a technicality. Yes, I do see that on the copyright for the webpage, it says "TLC Movers and Brokers." However, "booking agency" or "brokers" are not used in any of the website materials or emails with potential customers. Indeed, in all my email communications with the company, they never actually said that they would not be the ones doing the move, and, as I said in my initial complaint, spoke in a language that implied they were the movers (e.g., "our movers will..."). Why not simply say in our exchanges that the move is being given to another company, in the interest of full disclosure? Why assume that customers are aware of this fact that you do not go out of your way to tell them? And why not tell me upon booking that I am now working with a second company and that I can no longer ask TLC for the help I believed that I paid for?
Third, I also take issue with your description of the exceptional services that [redacted] provides. If this was the case, why was I sent testimonials labelled "TLC Movers Reviews," with no mention of [redacted] in them? Why was this company literally never mentioned once prior to me paying a deposit? I can't help but wonder if it is because, while TLC has a good Revdex.com review, [redacted] has awful reviews on the Revdex.com website, [redacted], and [redacted]? As I mentioned, they are literally banned from my apartment building because they have provided such poor service and have been rude to the building manager. Again, while technically TLC may be the brokers, they did not go out of their way be up front with me.
Fourth, I am disappointed with the refusal to take any responsibility for the broken and damage items, poor communication, and tremendous inconvenience we suffered by the unexpected early move out day. It seems that TLC is happy to take my money and talk about their remarkable services, but was plenty fine passing the buck when I actually had issue with the service I thought they were providing.
It is exhausting being a consumer of moving services. It feels like it is an industry that goes out of its way to avoid taking responsibility despite its customers being in an incredibly vulnerable position of having all our their belongings in someone else's possession. Indeed, we were threatened that the moving company would cancel our entire move because we tried to tell them we could not change the moving date with less than 24 hours notice. We had to capitulate because we had no other option- we would have had to find an international movers on one day's notice, as we had to be out of our house shortly for the new tenants. I did what I thought was thorough research to find a company with good reviews and Revdex.com accreditation. It is shocking that them, in turn, subcontracting out to a company with miserable views without informing me is considered appropriate business practice. I hope that you consider being more upfront with your customers to allow them to make an informed choice. They have the right to know that their belongings are being shipped with a company with documented poor services on every online review site, including the Revdex.com.
I hope you reconsider your response.