Hammer's Moving & Storage Incorporated

[redacted] did not request a free visual estimate, what we discussed at the time was the simple fact that her verbal description was accurate and while we could still provide a visual, neither party felt is was necessary. A mistake we will not make again. Keep in mind, we would not have gone to the public storage facility to estimate because we would not been have able to see all the goods as they were already packed and contained in storage, that is standard practice for all movers. Instead, a verbal inventory is given and from that, time is estimated. There was a 3rd stop added, regardless of the time it took. [redacted] was advised to expect at least a 6 - 7 hour day, and while the move did indeed take longer, an estimate is, as stated, only an estimate. We have already waived the $200 balance due from her moving day, and will process her claim for damage, once received.

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 Complaint: 10938073
I am rejecting this response because:
Hammer's states there was no visual estimation.  That is true.  My sister requested the visual and was told it was not necessary.  We trusted they knew best (our 1st mistake).  We did have a "3rd floor".  It was an attic space that contained 4 boxes and a small printer.  Total maybe 15 minutes to move down.  A 3rd stop was not added.  This was told from the beginning.  This was to empty a studio apartment.  It took 15 minutes.  It was timed.  So total, about 30 minutes "extra' was added to their time.  The quote given was told "that should take about 4 hours, I can't see it taking more than 6 hours"  I do understand that things go not as planned.  However I still do not understand how 4-6 hours goes to 10.5 hours.  Hammer's movers said that the truck was full.  It was not quite 3/4 full.  The storage unit contained a loose interpretation of 1 bedroom.  She had no living room furniture, no bed. no table.    She had 2 hutches and lots of boxes.  I understand their movers may be "professionals" and wanting to get home.  However, I think they took us for a ride,  understanding we did not have a visual confirmation.  
Regards,
[redacted]