Mad City Moving Services

We were displaced from our condo for months due to flooding It was very upsetting, and Mad City Movers made it even worseThe movers were rude and treated our furniture and possessions as if they were worthlessSeveral items were damaged, including brand new flooring, though movers insisted they were damaged prior to this move A very expensive mattress was not covered or protected in any way Fragile and/or expensive items were dumped in with other, heavy items One of the tvs did not work when we tried to turn it back on after the movers left We were promised that all of our things would be accessible in storage, but even when we made an appointment to get things out, they were not We ended up helping move heavy things so we could access them

We were displaced from our condo for 3 months due to flooding. It was very upsetting, and Mad City Movers made it even worse. The movers were rude and treated our furniture and possessions as if they were worthless. Several items were damaged, including brand new flooring, though movers insisted they were damaged prior to this move. A very expensive mattress was not covered or protected in any way. Fragile and/or expensive items were dumped in with other, heavy items. One of the tvs did not work when we tried to turn it back on after the movers left. We were promised that all of our things would be accessible in storage, but even when we made an appointment to get things out, they were not. We ended up helping move heavy things so we could access them.

Review: The first issue that I have is that the company blatantly lies about the quality of their services. They didn't move a lot of the furniture as stated and thus damaged a good portion of it. It is directly stated how the furniture would be moved in the first email you get with the estimate. It reads "We shrink wrap all cloth furniture pieces for added protection, blanket wrap wood furniture, use floor runners and doorway protection all to help prevent damage to your furniture, floors and doorways." They did not cover a huge U-shaped desk, a large sofa, bookcases, end tables, or a bed. They did however shirk-wrap the dresser and nightstand even though they were wood. But at least they did something. Being this careless, it is not surprising that nothing was used to protect the floors/doors at either location. I had my parents there to deal with the move while I had to work. Had I been home, they would have been fired when they handled the high dollar furniture improperly.

The second problem come along when I got home from my business trip and saw what had happened. The bedroom suite is scratched all over, the dresser has obviously been dropped, and there is a huge gouge across the top of the desk. My mother decided to complain about the damaged items. But she was a couple of days late, since apparently there is a 2 week policy buried in a legal document. Convenient, right? I was willing to settle with being out of the period. However, the lady decided that they would fix only the desk, despite being very rude and condescending in her emails. I was told that she would give my phone number to someone and "Our business hours are 8-5, so hopefully they will be able to connect." She was not willing to even try to make arrangements outside of business hours since I work. But that doesn't matter since its been a week and I haven't even received a call or email, nor do I expect to seeing the other reviews and complaints. I just wish I'd seen them earlier....Desired Settlement: At this point, I'd rather not work with a company that treats their customers so poorly and rudely. I'd rather just have a reimbursement of roughly what it would cost for their person to "fix" my desk. Its going to cost them that amount anyways and so far everyone has done a poor job, so it would likely just get messed up worse.

Business

Response:

The gentlemen issuing this complaint has never spoke, communicated or was present during the move. We do not have him in our system. I can only assume it was his mother [redacted] whom, I have been communicating with that I have on file. I have attached the documents of our email conversation, I was in no way rude or condescending. I simply explained how the men do things, and she did mention a desk being damaged, and I stated that I would have it repaired. Our 2 week time frame is not buried in our paperwork, I have attached our policies that we send to all our customers. Ms. [redacted] notified us on 7/30, about her complaint, and an email was sent to her on 7/30, in which I agreed to fix the desk. It wasn't until the following email that I was told about the bedroom furniture. We have the 2 week policy and have since 1983, as the is typically ample time for individuals to unpack and get settled to be able to notice any accidents that may have happened. I have spoken with the men that did his move and they did say that the larger items were blanketed in the truck as they were put in the load. Unfortunately, accidents do happen and we take responsibility for what we do. I was given [redacted]'s contact information 8/4, [redacted] my employee who would come out and inspect the damage, has been off a few days, and just came back yesterday, and hasn't had a chance to call Mr. [redacted]. This is the biggest moving week of the year, and he has been very busy. I will ensure that gets done today. [redacted] is willing to be flexible with his hours if someone is willing to work with us to meet. We can do early morning or early evening depending on the day. I think that we have been willing to fix the scratch on the desk, even though it was outside our policy. Again, I will have [redacted] give him a call today.

Review: I hired Mad City Moving to provide moving labor as I had rented a semi to relocate to Beaverton, OR. I called and spoke with [redacted] at Mad City Moving multiple times prior to booking their services to go over the details of the move and ask questions about liability issues, ect. I hired Mad City for 3 hours of service as I was advised that it would be about 2.5 hours of labor and then transit time. On the day of the move, June 16, 2015 two men arrived to move our belonging out of our 1400sq foot apartment. I was very excited to see that one of the men had previously helped move us into this exact [redacted]e apartment and had done so in such an efficient manner, I thought this move was going to be a breeze, boy was I unpleasantly surprised. First, the movers did not put the door way protection or the floor runners as stated in their list of services provided. One of their movers was not capable of handling my move. It took the two men over an hour to move 2 large items. My china cabinet in particular took almost 45 minutes because the one mover kept saying he "didn't have it" and that "it's too heavy" while holding the piece on the stair out of the building. After that piece it seemed that the one mover fell apart. He explained to me that he suffers from PTSD and that when he gets to hot he gets too flustered and apologized for the move taking so long. Both men talked about their "heavy lifters" being in Florida for a move and that they weren't available to help. Even that one of them trains for tough man contests. My aunt and I commented how we really wished that they were in Wisconsin as they would really come in handy today. Then men continued to work, but it seemed to be such a struggle for the one more that almost any task seemed impossible for him to complete. Andre the other mover was very calm and patient and continually had to talk him down and try to keep him calm enough to continue. He even told him to go take 5 in the truck and then come back. After the 3 hour mark and my apartment wasn't even half way done, I contacted Mad City Moving and spoke with [redacted] to ask what we needed to do here as my move was not going well, we're already over time and it's like I really only had one mover. Also, I had went outside to look at the truck they were loading it was loaded so inefficiently (floor loaded) and didn't have a single heavy item strapped down. When the movers arrived I explained to them that they were to pack the truck as high and tight as possible and that the divider doors needed to be put back in when done so that the extra space could be filled with commercial freight. [redacted] said that she would send her husband to come out to take a look and see what is going on. Once he arrived, he took a look around and then said that they were loading the truck improperly and that they should have know to strap the items down. All of my straps were still sitting at the end of the truck unopened. He climbed into the trailer (while walking on my items) and tried and somewhat strapped things down. He said that the way the men had loaded the truck that they wouldn't move. The movers also said it wouldn't matter because "it's not like you're going over hills or anything" to which I replied... we're moving to Oregon, so we're going over Mountains. With my items not packed tightly or even in a somewhat professional manner I told the owner that I wasn't comfortable with the way they were packed and I wanted to have my truck repacked. He said that they would not/could not do that. I then asked if this was all of your belongings would you feel comfortable with the way they were loaded and going over mountains,. He made the gesture of shrugging his shoulders and saying "ehh." At that moment I said I do not want to continue with this. If you the owner would not feel confident with this I the customer am definitely not okay with this. Either I want this truck to be repacked or I want to stop completely. He then called his wife, owner [redacted] and talked to her about it. They then accused me of refusing to complete a pre-inventory before the move to which I was told the only thing that they needed was signature, which we did and sent back to them. If they wanted an inventory, they should have asked. I also did explain the size and contents of the apartment verbally on the phone with [redacted] previously. At this point they tried to charge me for 6 hours of service and the job was still not complete. I told them that I was not willing to pay for the services at all that I needed to hire new movers because your movers were able to complete the job at all and not in a timely manner. I then had my fiancée talk to the husband and try to work something out because he was threatening to call the police on me for non-payment. I said I would pay the 3 hours in which we had agreeded upon to begin with if they would just leave and I would then try to seek out a full refund as they did not provide the agreeded up services or provide equipped movers. Even the ill-equipped mover apologized profusely and said that he had only been on the job 2 month and that he was still learning and doing the best he could. The husband also said that he would send out one of their contractors to fix all of the scrapes and scuffs on the walls of the stair well and where the movers had significantly damaged the ceiling with a mattress.

After they left, I composed an email to [redacted] and Mad City requesting a refund as they didn't provide the proper services and sent photos of the condition of the truck. She accused me of lying as well as falsifying the photos saying I had gotten into the truck and moved things around. The photos are time stamped to show that they were while the mover were still on location. Mad City Moving has not tried to work with me at all. They have been so rude and insulting. I told them that I was going to contact the Revdex.com about this issue and she said that she wasn't afraid of a complaint and she would fight it the [redacted]e way she had all of the rest. I also contacted her via telephone to tell her that my rental management company would not let their contractor to come in and fix all of the scuff marks and scratches on the wall from the movers hitting every way of the stair well and anywhere where boxes were staged. She said that it wasn't the companies policy to pay someone else to fix their mistakes and that we would just have to pay for it.

Also, my neighbors who witnessed this horrible moving experience told me that they saw the one mover dragging our mattress across the parking lot and could hear the two men all day struggling to get the job done. I have a signed written statement from both of them.Desired Settlement: I would like for a full refund as the movers didn't get the job done nor did they do what they were supposed to do while they were actually working.

Business

Response:

To respond to Ms. [redacted] complaint:

Review: I received a quote from MadCityMoving for $150/hour for three men to move. The contract provided by them stated that, "Note that standard in our service is to blanket and shrink wrap the piano and other leather furniture, shrink wrap all cloth furniture, blanket all items on the truck or in place depending on the nature of the piece and access, use of floor runners on the floors and doorway protection in the doors to protect doorways and furniture as we pass. "

None of the things listed in this were done. Nothing but my sofa was wrapped. My brand new bedroom set was not wrapped, my antique piano was not wrapped...nothing. No blankets were used in the truck, and no runners or doorway protection was used on my brand new carpet. My bill was for four hours - 30 minute drive time to my location, 3 hours moving, and 30 minutes to drive back. According to the quote, this should have been $600, but they charged me $740, with no explanation as to why. They also refused to move items that were acknowledged in the quote, like exercise equipment. My bookshelf was broken. The movers took a "break" every 30 minutes on the dot.

I contacted the company regarding this, and not only did they act like I was lying (I was even told that the other people this team moved that day had "just called" to say how wonderful they were), but they will not even address the fact that they did not follow their own contract and will not even discuss why they overcharged me.Desired Settlement: I expect to only be charged the $150/hour for the four hours as per the contract and be refunded the additional $140 I was charged. I also expect some sort of reimbursement for the company not doing what I was paying them to do by protecting my items.

Business

Response:

The Complaint received 7/15 at 10:09 AM via email

[redacted],

Review: On October 2, 2014 Mad City Moving moved a sofa from the basement of our home to our daughter's house. The sofa was moved up stairs, through our kitchen, down a hall and out the front door. We had installed brand new hard wood flooring in our kitchen, dining and living rooms less than 6 months before Mad City moved this sofa. In moving the sofa through the kitchen Mad City dragged the sofa on the floor creating a gouge in the flooring over 7 feet long. The gouge stretches around a corner.

Not only did Mad City Moving fail to take the precaution of laying a rug or padded material on a brand new wooden floor before moving a couch across such a floor, but once the couch was dropped onto the wooden floor they proceeded to drag it 7 feet across the floor, including around a corner, leaving a significant gouge.

On October 3, 2014 Mad City was notified of the damaged wooden floor and a representative of the company visited our home. Upon inspection of the floor the Mad City Moving representative asked that we provide him with an estimate of the cost for repair from the company that originally installed the wooden flooring.

A repair estimate was provided to Mad City Moving on October 6, 2014 from Signature Hardwood Floors. On October 16 2014 Mad City Moving called me to say they did not understand the estimate to repair the flooring. On October 17, 2014 an explanation of the estimate was provided to Mad City Moving in which it was explained (1) why performing a "spot" repair was inadequate, (2) the range of repairs that would be needed, and (3) cost for this range of repairs.

Mad City Moving has neither responded to the October 17, 2014 e-mail nor to a subsequent e-mail.

Repair estimate is from $750 - $4425 as explained below.

BELOW PLEASE FIND THE OCTOBER 17 E-MAIL FROM SIGNATURE HARDWOOD FLOORS EXPLAINING THE NECESSARY REPAIR WORK

Good evening,

I am writing in response to my conversation with Scott earlier today. In regards to (5409 Hammersley Road) repair work due to scratch from moving furniture.

If I sand only the scratched area you will notice it, it will look like a repair.

In reference to estimate #305 I will need to sand approx. 175 sq/ft, this area consists of flooring by back stairwell along island and row of cabinets, all the way to dining room wall. Then I will move area rugs in sitting area and dining room back a 1' or so, sanding up to unspecified area. This allows me to stop on a board, instead of stopping in the "field". I will also sand past stove to end of cabinets.....again stopping on a board. I will then use same sealer and finish on this area only.

IF color still does not match, the next step is to refinish the entire 1st floor. This area is approx. 1180 sq/ft. The current price to do this work would be 1180 sq/ft x $3.75=$4,425.00. In addition a separate bid would be needed for cleaning and paint "touch-ups" to base moldings. If we move to this option I will waive 1/2 of the $750.00 repair cost.

IF color looks good, but finish sheen is not satisfactory then we would need to "re-coat" entire first floor with finish. This would be 1180 sq/ft x $.75=$885.00. This cost would be additional to the $750.00 for the repair alone.

thanks, [redacted] Signature Hardwood FloorsDesired Settlement: As explainded to Mad City Moving via telephone, I expect our brand new wooden floors to be returned to the condition they were in before Mad City Moving recklessly dragging a couch 7 feet along the flooring, creating a signature gouge in the floor.

Business

Response:

There is no dispute here that we are aware of. An agreement to repair was signed last week. We have been working with the customer and the flooring contractor both. Repair is in the hands of contractor.

My husband and I recently used Mad City Moving for a local move. We also had them store some of our things for about 3 months while we were looking for a new house. The move out went very smoothly. It was when we moved into our new home that the problems arose. We had a few things damaged, nothing too valuable, but one box looked like it had been completely smashed under heavy furniture. My main complaint is that we ended up with bed bugs. As neither my husband or I had traveled recently, and we're pretty sure the bugs weren't already in our new house, I feel pretty confident that they came from either Mad City Moving's storage facility or one of their trucks. We ended up having to shell out $1900 to have our house treated. Be forewarned! If you use Mad City Moving to move or store your belongings you may end up with bed bugs.

I had the most unpleasant and stressful time with Mad City Moving. I would not recommend it to anyone! They attempted to come a few hours early. They didn't wrap my bed in anything, eventhough I requested it( I have written proof of it).When I called to complain about the scuffs and the mishap with my bed I was told sorry the movers are only human! They emailed me when they were on their way to my new apartment,which I didnt see for almost an hour and nearly missed them. They scuffed up my walls and furniture and it has been over a month since I moved and they have yet to come out and fix it. Ths customer service is also horrible!

Review: We recently bought a new house in Middleton. We hired Mad City Moving company to move our furniture on Friday, April 4th, 2014. When the movers arrived at the new house, the took the front door off. After moving everything in, they put it back. However, they put the door stop backwards and when the door was opened, the door stop cracked the door frame. We immediately notified Mad City of the problem and they said they would take care of it. They sent their repair man, a gentleman by the name of [redacted] who came out to the house. After looking at the frame, he concluded that the cracks and dents put on the door frame during the move could not be repaired and that the entire frame would have to be replaced and that he was going to make the necessary arrangements to get it done. A couple of weeks went by and we did not hear anything from anybody. I called [redacted] and he said he left a message to the people who would do the repair and that there was nothing more he could do. I found it odd and believed he did call and I waited again. Our 30 day walk through came around and we talked to the builder about the door frame and he gave us a list of the people who made the frame and the company that painted it. We forwarded this information to Mad City Moving and they again said they would take care of it. Weeks went by again and we heard nothing from anybody. We called again and were told by a lady named [redacted] that [redacted] was on vacation and she would check with him upon his return and get back to us with an update. We never received any communication from [redacted] or [redacted] about any updates. Last week, my wife sent an email to [redacted] telling her their failure to respond to us or keep us updated as to when our door would be repaired was unacceptable. She gave her a week to give us an updated or we were going to file a complaint with the Revdex.com. She once again failed to respond to that email. This issue happened on April 4th and today is June 9th, more than two months since it happened and we still have not heard a word from Mad City Moving about when they are planning on fixing our door. We are tired of asking for an update and not get any or getting the runaround. Please help.Desired Settlement: We just want the broken door trim to be replaced sooner rather than later.

Business

Response:

In response to the [redacted] claims,