Heirloom Express

Case# *** This is in response to a letter just received regarding the case above*** *** contacted me to do a job for him on 7/18/He wanted items transferred from his home in *** to ***, VAHe stated on the phone that he already moved most of his household
items himself but needed help with a few heavy pieces that he could not do himselfOne item was a Lazy Boy type recliner sofa that was heavyHe stated that with what was left (2-items) it should not take more than an hourI told him on the phone then that if that was true the job should not be more than hour of labor and hour of travel or $We discussed how many guys would be needed and he felt would be enough, the rate was $110/hour starting when the team left our warehouse in *** until their return in ***. I told him that since he was close by if we needed an extra guy to help with the sofa I could send another personThe manager of our company went to the job site with the guys to deliver plastic wrap for the furnitureHe noted that there were several items to be moved, his words were a "whole home"We also sent a truck based on the size job to move 2-itemsThe guys just got to work. Two hours after the team started working Mr*** called me to complain that the guys were not done. It was explained to him that there was a lot to be movedHe was not there but stated that there was not that much since he had already made tripsHis mother was at the home and just wanted the work doneThen he yelled at me for sending such a small truckI told him that a 14' truck should have been adequate for what he stated needed to be doneBut that clearly there was more and that I would not charge him the travel time for the second trip to ***. It was degrees that day but it did not hinder the guys, they worked very hardThey do this type of labor daily and would never take longer if not necessaryWe did not have manpower issues but we were not told honestly how much needed to be transferred. The guys started the job at 9:and completed at 4:There was one hour travel. I spoke to the guys on this job during and after the jobThis is what they told me. Mr*** was not thereMrs*** was there for a few minutes here and thereThe mother in law was on site during the job. There was a full living room set to moveIt included a large/heavy sectionalHad to be plastic wrapped. Master bedroom had to be disassembled/wrappedThere were other bedrooms to break down and wrap. Another room had a sofa, there were at least boxes, totes, another sofa, at least 10 pictures to wrap and move, day beds, lamps. They had a shed to empty. Several items had to go to a storage unit and then the guys had to return to the home. Our company deals every day with estimates on the phone and people try to tell us a story about what they have that needs done and we find when we arrive that it is a lot moreMr*** knew what he was telling me was not true and he knew what he needed done would take much longer than hoursIt was a bedroom home and he underestimated what needed to be done and was not honest with me when the job was set upHe did get the rest of his items moved and nothing was damagedA good job was done but could have been better if he had been honest up front as then I would have sent more guys and a larger truck to accommodate the needsHe knew this but wanted the cheapest job so he lied about what needed to be doneAt the last minute when the manager was on sight it was too late for us to get a larger truck to the jobThat is why I reduced the one travel timeI do not feel he deserves any other discountHis job was completed as directed by his mother who was there at the time. Copies of this job's paperwork is attached. Sincerely, Linda S***

Revdex.com:I have reviewed the offer and/or 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.Please see the attached word document. I have responded to each line in their response that is untrue or misleading. I hope that this helps to resolve this issue in a timely manner. If you need anything else to support this case please let me know. We can provide photos of the items moved, and of the locations in question if necessary. Regards,[redacted] This response is so full of lies that I do not know where to
begin. I will start by responding to the multiple attacks on my character and
move on to address each issue line by line. As a former Marine and combat
veteran I take offense to being called a liar, and being accused of trying to
cheat them into providing a free service. One thing most of us take seriously
is our honor. I did not and would not lie to get a lower price. All I want is
this company to adhere to ethical business standards and to provide the service
the advertised and quoted. Even if I do not receive a refund I hope that this
will act as a wakeup call for Heirloom and remind them of how they are supposed
to treat customers. Since starting this complaint process I have heard from the
two people that I have referred to Heirloom a few years ago that they had a
similar if not so extreme experience of being quoted one price and then when
the move was finished being charged a higher price. If you refer to reviews on
the internet you will also see other customers saying this will happen with
this company. It seems to me if nearly every customer is having this issue with
this company one of two things is going on. Either every customer is a liar
that is trying to cheat Heirloom, or it’s the other way around. I was pleasantly surprised when I was quoted 2 hours for the
job I described. After speaking with them I arranged everything at the house into
piles to accommodate quick moving. I looked at everything and thought that one
other person and I could probably get everything loaded and moved in about
three hours. So why couldn’t two “professional” movers do it faster than me,
especially if they have a third helper to call in if they couldn’t handle it as
I was told? I have used this company before about five years ago and was amazed
by their work ethic and ability. As such, I thought it would be no problem to
provide the service they promised. Apparently they did not bring these
qualities to my house this day. I will now list the problems I have with the statement
provided be Heirloom.Please note that they did not bring the materials needed for the job and the manager had to bring them after they arrived on site. The manager then left the job…If you knew at this time it was going to take longer than quoted why wouldn’t you call the customer for permission to proceed. If at this point you had said it was going to take four times as long to do the job and the $220 quote was now going to be $800 I would have asked you to leave. I called after two hours because I was notified by my wife who was there with them the entire time that they had not finished loading the truck. I was very concerned because the job was supposed to be finished by this time. Please note that my wife was at the Midlothian location with them the entire time helping them (not a few minutes here and there as the statement says). While I was upset with the service being provided I at no point during the first call yelled at anyone. However, on the second call at the end of the day I was very upset at the bill being four times what was quoted, one of our lamps being broken, and being cussed at by one of their “professionals” stating that “I have worked my as off all day, I’m hot and tired and I want to go home, I need to get paid” and I may have raised my voice at that time, but not to an unreasonable or threatening level. The living room set and sectional consisted of a sofa, loveseat, small book shelf, and end table.There were two beds total in the house one was a child’s day bed and the other a king bed in the master suite. The frame of the day bed has four pieces and is connected with four screws. The frame of the master bed is three pieces and clips together. Not much labor on either item. How we leap from this to a four bedroom home I’m not sure.There was only one sofa in the house not two and none of the pictures are wrapped. The boxes and totes all fit very nicely onto a dolly. If done correctly this would have been 16 trips to the truck which was 30 feet away. We can break that down to eight trips per mover and neither worker ends up overworked.There was no shed to empty. When they arrived at the new home in Powhatan they unloaded the truck into a new storage shed that was empty. They were able to pull the truck into the yard and within ten feet of this shed. The storage unit is the previously mentioned shed, on the property, 45 feet from the house that they could drive up to. I would say this is much more efficient than unloading the truck into the house itself which is two stories and elevated by a foundation. It seems like we saved you some time here considering the items are still wrapped rather than unwrapped and did not need to be put in place in the new home.If photos of the items moved or the location the items were deposited are required please let me know I will be happy to help clear this up. If the manager would have stayed with them I’m confident the job would have been done in half the time or better. I saw this myself the first time we used Heirloom express. That is why we were impressed enough to use them again. A lamp was also damaged in the move. I spoke with the mover about this to see if it was noted on his paperwork. He told me it was not because it was just the concrete in the base that had come loose. I told him that it wasn’t a big deal because that is just a counter weight that could be replaced. When I arrived home later I found the lamp thrown behind the trash can and the base completely smashed out. Please feel free to add this $40 value to the credit you are issuing. The mover also borrowed my wife’s cell phone charger and did not return it. If possible please mail this item to our new address at your earliest convenience. If the charger is no longer available for return please add this $15 value to your credit also.              The work load was not unreasonable or
understated when they were told they were needed to move a three bedroom home
with about half of the belongings already moved. We even left a portion of the
furniture behind. The kitchen table and chairs, office desk and desk chair, one
of the bedroom sets consisting of a bed with built in dresser, the appliances,
and all of the outdoor furniture was left behind (not to mention the lamp
thrown behind the trashcan outside). There is no way a company that does this
regularly would have been taken by surprise by the work load present. This is
why I believe this price change was intentional. After all, apparently they
know from experience that they can get away with it.