Complaint: [redacted]
I am rejecting this response because:I have chosen to respond to each comment individually,1. HOT:“[redacted] was quoted for a one bedroom apartment through emails. When wereceive emails requesting a quote we make several calls and emails to get moreinfo after a week we send out a quote for a one bedroom with question marks. “MY RESPONSE: When I requested a quote, I clearly indicated that I was moving from a house toanother house. I’m not sure how your system changed that to 1 bedroom apartment. 2. HOT: This is what happen in this situation, I have emails to show the dates. The quote she was given was $250 for a one bedroom apt and she had athree-bedroom house. MY RESPONSE: Yes, as I mentioned above, when I originally went to your website for aquote, I indicated that I was moving from a house. The most common size house in [redacted] area code is a 3/2,which is what I had. Where would one actually find a 1 bedroom house in Austin?3. HOT: When our crew showed up they let [redacted] know and Italked to her about this. She had said we have moved her before and she filledout the form with item list. MY RESPONSE: Yes, your crew let me know that it would take longer than two hours andthat did not surprise me. Whatsurprised me was being told that it would take 7+ hours. That was simply outrageous. Our last moving company (Infinity)moved us from a two-story townhome the house you just moved us out of and ittook them 4 ½ hours. Additionally, I had just gotten rid of a lot of stuff, so it was beyond my comprehension thatyour team would need so much extratime There are many yelp reviews that describe a similar dynamic that occurs on moving days. People receive a low-ball estimate, the movers arrive and thepeople are told that it will take much, much longer, which works out well for yourcompany because you charge by the hour so you have zero incentive to have yourmovers work quickly and efficiently. When I contacted you the morning of the move on your personal cell phone, it was to discuss this massive discrepancy and to reach anunderstanding before the move commenced. You told me that you would give me a discount, which was a little vaguebut it caused me to proceed with the move. You also told me you would call me back. Neither thing occurred. In fact, we were told by your head moveron the job that you immediately called him and told him there would be no discount. Quite simply, you misled me, Sir. 4. HOT: Our system goes back 8 yrs and I don't have a move under her name and the form she filled out has no list. MY RESPONSE: I am unclear about what you are getting to with this. Yes, I have used your company twice before, which is why this whole event has beenso startling. I am not sure what has occurred with your company culture in the past 8-10 years, but my latest experience with you has been truly shocking. I married since the lastime I used your company. My past moves were under my maiden name. I am happy to provide it; however, I fail to see the relevance. 5. HOT: Before the move started we told her of the charges and she agreed to them. MY RESPONSE: This is a skewed recollection of events. When you and I spoke the morning of the move, you told me there would be a discount because ofthe mix-up. Because of this assurance from you, we proceeded with the move. 6. HOT: When the credit card processed it was declined. MY RESPONSE: Yes it was. American Express Platinum cards have excellent and very sensitive fraud protectionprotocols in place. Since you do not equip your movers with mobile devices that can swipe the cards on themoving day, they are required to write down the number and then it is manuallykeyed in on the next by your office. Naturally, a charge of over $700 was declined because no physical cardwas present when you ran it. Additionally, the consumer does not find out until the day of the move that you also charge them a 3% fee to use a credit card. You failed to also include that I had the block removed immediately once I was contacted by [redacted] in your office on Monday. Further, when I spoke with [redacted], I gavea very thorough explanation of my dissatisfaction with this entire move, the very unprofessional third person that was sent to “help” expedite the move, andthe fact that you misled me about a discount. We were tempted not to sign off at the end of the move, but we didn’t want to inhibit your movers from getting to the next job. In hindsight, I see this was a poor decision on our part. 7. HOT: [redacted] has never called the office to talk to me about the problems she had with our crew. MY RESPONSE: This is just plain silly. We were very clear with your head mover how unhappy we were with the transaction. Also, I have phone records indicating that I had a lengthyconversation with [redacted] the Monday following the move. We weren't discussing the weather. He explicitly told me that he wouldspeak with you and follow-up with me. He did not follow-up with me. IF he didn’t convey what I shared with you then that is an internal break-down of communication within your organization, which has nothing to do with me. Additionally, if you had followed up with me as you said you would the day of our move I would have been able to lluminate you. 8. HOT: Her bill was paid and I'm not sure we are the cause of the problems she had with the move.MY RESPONSE: Again, I fail to see the relevance of this statement. Yes, I am a person who pays my bills. That doesn’t excuse yourgross mishandling of the situation. I am confident that my above responses outline where your responsibilitylies with our “problems” with this move. I stand by my original request. Regards,
[redacted]
We move a [redacted] on the 25th and our movers waited over an hour on the first move that we did not charge for. We our movers entered the apt they noticed the [redacted] had not packed and where not ready to move so [redacted] the lead on the job let the customer know this would take longer...
because they where not ready to move and they had more to move than what we had on the paperwork the customer agreed and signed the contract. The movers took what the [redacted]'s had packed and what was ready and went to unload when they finished they [redacted]'s signed the paperwork and payed with 2 credit cards. They asked us to come back so we I sent another crew out and they signed a contract and we where paid with a credit a card at the end of the move.I have 2 signed contracts stating the charges before and after the move I do not understand why they thought we would not charge? The contract THE [redacted]'S signed clearly states we where charging and how much we where charging.As of today I still have not received complet payment for there move. I can fax the signed contracts for proof but I still need payment for there move.I do not know who filed this but we have only moved [redacted]
[redacted] was quoted for a one bedroom apartment through emails. When we receive emails requesting a quote we make several calls and emails to get more info after a week we send out a quot for a one bedroom with question marks. This is what happen in this situation, I have emails to show...
the dates. The quote she was given was $250 for a one bedroom apt and she had a three bedroom house. I have emails showing what we sent to her. When our crew showed up they let [redacted] know and I talked to her about this.. She had said we have moved her before and she filled out the form with item list. Our system goes back 8 yrs and I don't have a move under her name and the form she filled out has no list. Before the move started we told her of the charges and she agreed to them. When the credit card processed it was declined. [redacted] has never called the office to talk to me about the problems she had with our crew. Her bill was paid and I'm not sure we are the cause of the problems she had with the move.
Complaint: [redacted]
I am rejecting this response because:I have chosen to respond to each comment individually,1. HOT:“[redacted] was quoted for a one bedroom apartment through emails. When wereceive emails requesting a quote we make several calls and emails to get moreinfo after a week we send out a quote for a one bedroom with question marks. “MY RESPONSE: When I requested a quote, I clearly indicated that I was moving from a house toanother house. I’m not sure how your system changed that to 1 bedroom apartment. 2. HOT: This is what happen in this situation, I have emails to show the dates. The quote she was given was $250 for a one bedroom apt and she had athree-bedroom house. MY RESPONSE: Yes, as I mentioned above, when I originally went to your website for aquote, I indicated that I was moving from a house. The most common size house in [redacted] area code is a 3/2,which is what I had. Where would one actually find a 1 bedroom house in Austin?3. HOT: When our crew showed up they let [redacted] know and Italked to her about this. She had said we have moved her before and she filledout the form with item list. MY RESPONSE: Yes, your crew let me know that it would take longer than two hours andthat did not surprise me. Whatsurprised me was being told that it would take 7+ hours. That was simply outrageous. Our last moving company (Infinity)moved us from a two-story townhome the house you just moved us out of and ittook them 4 ½ hours. Additionally, I had just gotten rid of a lot of stuff, so it was beyond my comprehension thatyour team would need so much extratime There are many yelp reviews that describe a similar dynamic that occurs on moving days. People receive a low-ball estimate, the movers arrive and thepeople are told that it will take much, much longer, which works out well for yourcompany because you charge by the hour so you have zero incentive to have yourmovers work quickly and efficiently. When I contacted you the morning of the move on your personal cell phone, it was to discuss this massive discrepancy and to reach anunderstanding before the move commenced. You told me that you would give me a discount, which was a little vaguebut it caused me to proceed with the move. You also told me you would call me back. Neither thing occurred. In fact, we were told by your head moveron the job that you immediately called him and told him there would be no discount. Quite simply, you misled me, Sir. 4. HOT: Our system goes back 8 yrs and I don't have a move under her name and the form she filled out has no list. MY RESPONSE: I am unclear about what you are getting to with this. Yes, I have used your company twice before, which is why this whole event has beenso startling. I am not sure what has occurred with your company culture in the past 8-10 years, but my latest experience with you has been truly shocking. I married since the lastime I used your company. My past moves were under my maiden name. I am happy to provide it; however, I fail to see the relevance. 5. HOT: Before the move started we told her of the charges and she agreed to them. MY RESPONSE: This is a skewed recollection of events. When you and I spoke the morning of the move, you told me there would be a discount because ofthe mix-up. Because of this assurance from you, we proceeded with the move. 6. HOT: When the credit card processed it was declined. MY RESPONSE: Yes it was. American Express Platinum cards have excellent and very sensitive fraud protectionprotocols in place. Since you do not equip your movers with mobile devices that can swipe the cards on themoving day, they are required to write down the number and then it is manuallykeyed in on the next by your office. Naturally, a charge of over $700 was declined because no physical cardwas present when you ran it. Additionally, the consumer does not find out until the day of the move that you also charge them a 3% fee to use a credit card. You failed to also include that I had the block removed immediately once I was contacted by [redacted] in your office on Monday. Further, when I spoke with [redacted], I gavea very thorough explanation of my dissatisfaction with this entire move, the very unprofessional third person that was sent to “help” expedite the move, andthe fact that you misled me about a discount. We were tempted not to sign off at the end of the move, but we didn’t want to inhibit your movers from getting to the next job. In hindsight, I see this was a poor decision on our part. 7. HOT: [redacted] has never called the office to talk to me about the problems she had with our crew. MY RESPONSE: This is just plain silly. We were very clear with your head mover how unhappy we were with the transaction. Also, I have phone records indicating that I had a lengthyconversation with [redacted] the Monday following the move. We weren't discussing the weather. He explicitly told me that he wouldspeak with you and follow-up with me. He did not follow-up with me. IF he didn’t convey what I shared with you then that is an internal break-down of communication within your organization, which has nothing to do with me. Additionally, if you had followed up with me as you said you would the day of our move I would have been able to lluminate you. 8. HOT: Her bill was paid and I'm not sure we are the cause of the problems she had with the move.MY RESPONSE: Again, I fail to see the relevance of this statement. Yes, I am a person who pays my bills. That doesn’t excuse yourgross mishandling of the situation. I am confident that my above responses outline where your responsibilitylies with our “problems” with this move. I stand by my original request. Regards,
[redacted]
We move a [redacted] on the 25th and our movers waited over an hour on the first move that we did not charge for. We our movers entered the apt they noticed the [redacted] had not packed and where not ready to move so [redacted] the lead on the job let the customer know this would take longer...
because they where not ready to move and they had more to move than what we had on the paperwork the customer agreed and signed the contract. The movers took what the [redacted]'s had packed and what was ready and went to unload when they finished they [redacted]'s signed the paperwork and payed with 2 credit cards. They asked us to come back so we I sent another crew out and they signed a contract and we where paid with a credit a card at the end of the move.I have 2 signed contracts stating the charges before and after the move I do not understand why they thought we would not charge? The contract THE [redacted]'S signed clearly states we where charging and how much we where charging.As of today I still have not received complet payment for there move. I can fax the signed contracts for proof but I still need payment for there move.I do not know who filed this but we have only moved [redacted]
[redacted] was quoted for a one bedroom apartment through emails. When we receive emails requesting a quote we make several calls and emails to get more info after a week we send out a quot for a one bedroom with question marks. This is what happen in this situation, I have emails to show...
the dates. The quote she was given was $250 for a one bedroom apt and she had a three bedroom house. I have emails showing what we sent to her. When our crew showed up they let [redacted] know and I talked to her about this.. She had said we have moved her before and she filled out the form with item list. Our system goes back 8 yrs and I don't have a move under her name and the form she filled out has no list. Before the move started we told her of the charges and she agreed to them. When the credit card processed it was declined. [redacted] has never called the office to talk to me about the problems she had with our crew. Her bill was paid and I'm not sure we are the cause of the problems she had with the move.