Guaranteed Price Movers

Truly remarkable service by Ken and his team members Hector and Julio. We literally had nothing packed and they came in and got everything wrapped packed and moved to the next apartment. I was very happy with their attitude, attention to delivery, and quick movement from room to room. Thank you! We will use your service again!

Great moving company if you are moving locally.

Me and my gf had a pleasant experience moving.

Ken and David showed up on time and finished moving our 3 bedroom apartment in 6 hours flat.

I did not expect that.

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.?This response is infuriating as you have placed a lot of effort into misrepresenting what actually occurred.  I stand by my ask of a full refund and will continue until this happens It is truly sad that you as a business are unable to take ownership of your mistakes. It’s sickening actually to see your attempt to twist this story.

 

So therefore let’s look at the facts, supported by the email communication I had with YOUR staff during this painful move.

 

Shuttle Fee (Reference to Email Trail 1 & 3):

-          My delivery address DID allow access for an 18-wheeler, so your statement above is INCORRECT

-          See emails from YOUR employee confirming that

-          ALL your staff was misinformed and NO ONE knew why the shuttle feel applied to the island of Manhattan

-          The fee was waived because:

1.       Your staff misinformed me

2.       Your staff themselves did not know why there would be a fee

Let it be clear that you did not ‘Do me a favor’ or ‘Made an exception’ This refund was because you were wrong, plain and simple.

 

 

Credit Card Service Fee (Reference to Email Trail 2):

-          Your NEVER advised there was a credit card service fee

-          YOUR employee just send me the form to complete and NEVER mentioned any fees being waived

-          Again you are misrepresenting what happened and making it seem that you are doing me a favor.

-          Credit card service fees were never mentioned or waived

 

Delivery date (Email Trail 4):

-          YOUR employee advised the latest delivery date would be May 5th

-          Again see the email confirming that

-          Multiple promises for phone calls to me with updates during these days. You again failed miserably here. See email trail

-          Your truck was DELAYED! See email trail

-          Delivery eventually happened after 10PM very late at night May 6th

-          2 suitcases were lost, so they had to comeback May 7th

-          I was forced to take 2 days off from work

 

So now that you forced me to spend time to discredit your entire email of lies, please proceed to issue a full refund back to the 2 different cards that was originally charged to pay for this move.

 

Awaiting confirmation.

Regards,

[redacted] )

[redacted],

 

Here is the response attempted to post online:

 

In regards to the necessity of having a smaller truck perform the delivery, I will attach a Truck Route map as provided by the [redacted]. As you can see on the map, there are several restrictions  regarding truck sizes and accessibility within the area. Since we utilize the largest vehicles in the industry  (75 feet bumper to bumper with maximum height capacity) many of our trucks cannot physically access the narrow roads and congested streets. Since we did not charge $300 for the Shuttle Service, we cannot reduce the fees for something that was already waived.

 

During the email and /or phone interactions you had with our representatives prior to delivery, they were aware  you were not completely satisfied thus far. In efforts to resolve those concerns, our crew wanted to make any accommodation they could that may make the delivery as smooth as possible for you which is why we accepted the delivery payment by credit card and did not charge the 5% Service Fee. The fee many not have been discussed with you because it had been waived and was not going to affect your charges. Our standard delivery payment methods can be found within the quote from the sales representative as well as the contract stating the delivery balances need to be paid via certified funds only. Certified funds may include cash, cashier's check, or postal money order (PMO). Debit or credit card payments are not considered certified funds and are normally not accepted for the delivery payments, but we made an exception for you. You may review the Payment sections of your paperwork to confirm the standard methods.

 

Unfortunately, there are several factors that may delay a shipment that is being transported coast to coast which is why we do not guarantee delivery dates. However, we do guarantee to have the items delivered within 21 business days from the first date of availability. Since your items were delivered on May 6th and your first date of availability was for May 1st, the delivery time frame was well under the guaranteed 21 business days. When the items were in transit and you were provided with a potential delivery window of May 1st through May 5th, this was the best estimation at that time of when the driver would be arriving to perform your delivery. Unfortunately, the driver was delayed and we informed you on May 2nd the delivery may take place beyond May 5th, of which it did by one day.

 

We certainly do apologize for any inconvenience you may have experienced during the move, but we cannot offer any refunds. You paid for service to move household goods from California to New York and that is exactly what we did. The services were rendered in full in agreement to the signed contract and all fees have been paid in full accordingly. You may still file a claim with Claims Service International for any reviews.

 

Please let me know if you need anything else. We appreciate your assistance.

 

Thank you,

 

Guaranteed Price Movers

Customer Service

Phone: ###-###-#### (AZ Branch)

Fax: ###-###-####

[redacted]

We apologize for...

any inconvenience [redacted] may

have experienced as a result of his recent move with us. We certainly would like to address the

concerns regarding the damaged items, but we are not able to send a refund check to [redacted] without the

proper processes completed first. According to our policies and procedures, all claims for damaged

items need to be filed with our third party claim agency [redacted]. [redacted] is reviewing the file according to the materials submitted by [redacted] and will prepare

a refund amount accordingly. We understand [redacted] would like this review process to

progress quicker and we will certainly do our best to assist [redacted] in any way

possible. Per Federal Law, the claim process may  take up to 120 days from the date the claim is first filed

by the customer. We will make sure the claim for Mr. Letterman will not take the entire duration of the 120 days

though.In regards to the charges, the final amount did

increase as [redacted] stated by $100 to account for the increased volume and packing of the extra table

that was shipped. Prior to the date of pick up, our sales representative created the list of items to be

moved to the best of his ability given the information relayed to him by [redacted]. After preparing the

quote based on the list of items to be moved and the corresponding charges, the sales representative

sent [redacted] an email with all the details. We  ask all our customers to review the details in the

quote to ensure the accuracy of the items to be moved. Since we had not received notification from [redacted] prior to the date of pick up that the list of items was inaccurate, we assumed it was correct until

the day of pick up. It was [redacted]'s decision to ship the table for the charges given.We will do our best to help expedite the claim process

so that [redacted] may receive the refund check as quickly as possible for the damaged items.

On behalf of Guaranteed Price Movers we apologize to our client for any miscommunication or inconvenience experienced as a result of the move. Unfortunately, we are not able to offer a refund of the moving expenses as requested for $1594.25. Prior to the actual move date of April 12th, 2014 our...

sales representatives prepared the moving quote for the client after a visual inspection of the items was performed so we could present the most accurate quote as possible. During the period of March 2014 while discussing the negotiations, our client did not have the actual address in New York of where we would be making the delivery. Some areas of New York we are able to get access with the 18-wheelers that transport the items from California to New York, while some areas we cannot get access and smaller trucks are needed for Shuttle Service. Since not all our customers require the Shuttle Service we do not automatically charge for the service. The quote presented by email to the client stated "Shuttle Fee: If we cannot get access to your street with our truck, we need to rent a smaller truck to complete the move. Shuttle charge will apply at the rate of $300.00 for the first 500 cu. ft : each additional cu. ft. is $0.50." Since the final delivery address provided to us by the client did not allow access for the 18-wheeler we informed her of the $300 Shuttle Fee. After discussions with our client we agreed to waive the $300 fee as a courtesy. The removal of the Shuttle Fee was an additional courtesy since we had already waived any charges for stairs, elevator, and long carry at the pick up location as well as waived the first two flights of stairs at the delivery location. We also allowed the delivery balance to be paid by credit card instead of certified funds as listed on our quote and contracts. In emergency situations we allow customers to pay the final balance due by card with a Service Fee of 5%, but this fee was also waived for our client so no additional fees were collected for the move. During the negotiations prior to the pick up date, our sales representatives provided in the quote the delivery time frame to our client, which corresponds to the delivery time frame on the contract as well. The delivery time frame we provided to the client was up to 21 business days effective from the first date of availability. The first date of availability is provided to us from our clients as to the first date they can start to receive the shipment. Our client provided us with her first date of availability for May 1st, to which we had up to 21 business days thereafter to perform the delivery. The delivery time frame was expedited greatly and we were able to perform the delivery on May 6th, only four business days after the first date of availability. It seems that all the items were delivered and the only item that did not arrive in the same condition as how it was shipped was the lamp. Per Federal regulations we cannot file a claim on a customer's behalf for any damaged items, it has to be filed directly from the customer. Our customers have up to nine months after delivery day to file a claim, so there is still ample time for the claim to be filed regarding the damaged lamp. We utilize a third party agency of Claims Service International that can be reached at ###-###-#### or [redacted]. Given the amount of adjustments we have already provided, we cannot offer any further discounts. We offer our sincerest apologies for any terms of condition or services that were not explained verbally to the client and we hope she will proceed forward to file the claim for the damaged lamp.