Marblehead Movers

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below complaint # [redacted] against Marblehead MoversI rejected the business response, but when I tried to make my comments and knocked me off and asked for my login/password againI would like to leave this response.Rejection of their responseTheir entire response is full of outright lies, starting with the original estimate of the job; This is from their email to us, which is all we ever got from themI have all correspondence saved“LABOR HOURS: @$43/hr (discounted rate): $- MOVING ESTIMATE: $1000-1085”Another email quote from them: “Please note that we always prefer to slightly overestimate the job, and come in under, than to underestimate it and come in higher.” Their estimate, which is far below their stated claim that the estimate was $1350, was based on seeing a basement completely full of things that hadn’t been boxed and approximately boxes upstairsThere were no boxes in the basementWe hadn’t packed anything yetWhen we said that we would be removing at least 50% of what was there, he stated that he still had to base his estimate on what he was seeing then and that they quoted highAs it turned out, we removed every box upstairs and in the basement, and every single small item ourselvesThere was nothing in the basement or the upstairs except furnitureIt took me two weeks to move out everything that was in the basementThat’s how much was there originally when the estimate was givenThe estimate, which was given in an email, never stated what was being moved, only an estimate of timeNo bill of lading was ever given to us.Every other estimate but every other moving company listed and described the items to be moved which was how the time and price should be determined(How long it takes to move the items listed)There were no disagreement as to what was being moved by usI was the only person at the houseThe confusion as to what should have been moved was totally the mover’s faultEvery single thing to be moved was all put into easily identified areas and places and pointed out beforehand to the mover, ***Despite this, they attempted to move extra lawn mowers and a gas grill that were nowhere near anything elseThey also did not move a large piece of exercise equipment that I had put with all the other pieces to be moved in the basement, plus it was completely taped so that it would be easier to moveWhy this was left is totally beyond comprehension.My housemate, [redacted] ***, was at the new house waiting for the movers and kept calling asking what was taking so longThe “3rd” woman was not involved in any conversations whatsoever or in any moving decisionsThe “final” cost of the move was not $It was $970, virtually identical to the original quote based on a full basement of unpacked things and or more boxes upstairsNothing was added on our part to the moveThere was no need for it to take even half as long as it took based on what was left to moveWe were never discounted $for the broken chair, another lieI never “claimed” it had been dropped in a puddle and gotten wetWe were told when they broke it, by ***, the mover, that he would personally replace it for us because it brokeHe even left a phone message saying so, and this had nothing to do with the moving costs themselves, nor was it ever mentioned in the costsI even looked in the trash at another chair that I had thrown out hoping that might be usable, but that one was soaking wet since it had been out in the rain all nightThis was never an issue of the chair in question asking for reimbursement because it got wet? After being contacted by the Revdex.com, the owner himself, [redacted] , called me and assured me that he was sending me out a check for the replacement amount $111.00., that FridayHe stated that was when he did payrollHe asked if he did this would we be fair and square and I said yesThat was the last I heardI never received a check and this was the latest response.The accusation that the chair was filthy, covered and cat hair and dirt is an insulting lieNothing in my house was filthy, or covered in cat hair and ever had a urine smellOur cats were female and the litter box was in the basementThere wasn’t one cat hair on the chair and it was perfectly clean and in excellent conditionThose are disgusting lies.We never refused to payWe questioned the cost based on what was moved and why it took so long, but we never once refused or even hesitated to payAs soon as we questioned it, that’s when the cost dropped to $(not 850) which we paid immediately, but expressed we were not happyWe were also assured that reimbursement would promptly be made for the chair and we still have that phone message.I never “got in touch to say how happy I was with the move”! Why would I when I wasn’t happy with anythingAs far as the supposed accusations I made? The movers themselves told us that they had just graduated from high school that week! I really don’t know any high school kids that are the ages they stateThe initial person I was emailing back and forth, [redacted] , never “relented” about anything and certainly never said he would be “happy” to replace the chairHe asked me to submit proof of receipt and pictures of the chair, which of course, I did not have I never demanded anything, I only asked when was the chair being replaced as I had heard nothing back from them, despite repeated phone calls to [redacted] and emails to the business and the assurance that this would be doneAfter getting the runaround for weeks I went online to [redacted] and purchased their second least expensive chair, trying to be reasonableThe replacement cost including tax was $111.00.I have made over moves in my life and never have I been treated with such disrespect, refusal to compensate for destroyed property, lies, accusations and complete lack of any customer serviceThe last moves we made were over miles each way and cost significantly less, had much more to be moved, and took half as much time despite the distance.If what they, Marblehead Movers, state is true, then why did the owner himself, [redacted] , contact me by phone and state that he would be sending me out a check at the end of the weekHe assured me he would make this right and all he wanted was a satisfied customerI told him that all would be ok if he did thatThat was weeks agoOne more lie [redacted]

This is a very unfortunate situation, but we believe the facts speak for themselvesOur reputation at Marblehead Movers is absolutely sterling, and the truth of the matter bears that outFirst off, the estimate for this job was $This estimate assumed the client would have us move everything that was shown on the walk-through of the jobUpon our arrival to the job, the client had moved about boxes from their basement, which reduced the job time by about one hour (with workers, this amounted to a savings of about $170)Throughout the job there were several disagreements among the women that had hired us as to which items were being moved and which were stayingWe were forced to move and re-move the same items several times, and there was an obvious amount of confusion among them as to what was actually being movedDespite all this, the job finished ahead of schedule and well beneath the estimate, coming in at a cost of $Despite the final cost being $below the estimate, the customer refused to make a payment upon completion of the jobThe client was discounted a further $due to her complaints that one of her chairs had been dropped in a puddle by the workersDespite the chair already being covered in cat hair and dirt, and smelling strongly of cat urine, a discount was given to satisfy the client and make up for the damage to the chairPayment was made, and the case was believed to be closedA few days later the client got in touch to say how happy she was with the move, but that she was unhappy that she had not received payment for her damaged chairShe created a list of accusations such as: 1) Our workers were all just out of high school (their ages were 26, 25, and 20)2) The chair was destroyed (it had gotten damp and was already quite filthy)3) Compensation for the chair was promised but not delivered ($was given toward the cost)After a few emails of her demanding us to get her a new chair (she stated the value at about $65), I relented and told the client that I would be happy to replace her chair if she would only provide me with a link to a shop online where it could be purchasedAt this point, the client changed her demand to that of wanting a bank check for over $I refused this request, and she filed this complaintThere is definitely a responsibility that all companies have to their clientsHowever, we believe that once the client refuses to pay for a job that comes in so far under their estimate, makes accusations against us and our work ethic, gets a further $reimbursement discount only to again demand a replacement chair and manipulatively parlay that into another cash grab, then - failing to coerce us into another payout - vindictively and groundlessly file this claim against us, it is no longer our duty to satisfy this client, but it becomes our duty to defend ourselves against their unfortunate, unfounded attackAs stated, Marblehead Movers has a sterling reputation throughout the town and state as white-glove, high-end movers that cater to projects of all size and scopeYou certainly can't please everybody, every day, but the vast majority of our clients sing our praises to whoever will listenWe would not change a single thing about how this job was handled, and we feel 100% confident that Ms [redacted] has received more than fair compensation for her chair.Sent on: 8/9/8:13:PMSent by: [redacted]

This is a very unfortunate situation, but we believe the facts speak for themselves. Our reputation at Marblehead Movers is absolutely sterling, and the truth of the matter bears that out. First off, the estimate for this job was $1350. This estimate assumed the client would have us move everything...

that was shown on the walk-through of the job. Upon our arrival to the job, the client had moved about 40 boxes from their basement, which reduced the job time by about one hour (with 4 workers, this amounted to a savings of about $170). Throughout the job there were several disagreements among the 3 women that had hired us as to which items were being moved and which were staying. We were forced to move and re-move the same items several times, and there was an obvious amount of confusion among them as to what was actually being moved. Despite all this, the job finished ahead of schedule and well beneath the estimate, coming in at a cost of $850. Despite the final cost being $500 below the estimate, the customer refused to make a payment upon completion of the job. The client was discounted a further $100 due to her complaints that one of her chairs had been dropped in a puddle by the workers. Despite the chair already being covered in cat hair and dirt, and smelling strongly of cat urine, a discount was given to satisfy the client and make up for the damage to the chair. Payment was made, and the case was believed to be closed. A few days later the client got in touch to say how happy she was with the move, but that she was unhappy that she had not received payment for her damaged chair. She created a list of accusations such as: 1) Our workers were all just out of high school (their ages were 26, 25, 21 and 20). 2) The chair was destroyed (it had gotten damp and was already quite filthy). 3) Compensation for the chair was promised but not delivered ($100 was given toward the cost). After a few emails of her demanding us to get her a new chair (she stated the value at about $65), I relented and told the client that I would be happy to replace her chair if she would only provide me with a link to a shop online where it could be purchased. At this point, the client changed her demand to that of wanting a bank check for over $100. I refused this request, and she filed this complaint. There is definitely a responsibility that all companies have to their clients. However, we believe that once the client refuses to pay for a job that comes in so far under their estimate, makes false accusations against us and our work ethic, gets a further $100 reimbursement discount only to again demand a replacement chair and manipulatively parlay that into another cash grab, then - failing to coerce us into another payout - vindictively and groundlessly file this false claim against us, it is no longer our duty to satisfy this client, but it becomes our duty to defend ourselves against their unfortunate, unfounded attack. As stated, Marblehead Movers has a sterling reputation throughout the town and state as white-glove, high-end movers that cater to projects of all size and scope. You certainly can't please everybody, every day, but the vast majority of our clients sing our praises to whoever will listen. We would not change a single thing about how this job was handled, and we feel 100% confident that Ms. [redacted] has received more than fair compensation for her chair.Sent on: 8/9/2015 8:13:16 PMSent by: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
complaint # [redacted] against Marblehead Movers. I rejected the business response, but when I tried to make my comments and knocked me off and asked for my login/password again. I would like to leave this response.Rejection of their response. Their entire response is full of outright lies, starting with the original estimate of the job; This is from their email to us, which is all we ever got from them. I have all correspondence saved. “LABOR HOURS: 22.0 @$43/hr (discounted rate): $950 - MOVING ESTIMATE: $1000-1085”Another email quote from them: “Please note that we always prefer to slightly overestimate the job, and come in under, than to underestimate it and come in higher.” Their estimate, which is far below their stated claim that the estimate was $1350, was based on seeing a basement completely full of things that hadn’t been boxed and approximately 30 boxes upstairs. There were no boxes in the basement. We hadn’t packed anything yet. When we said that we would be removing at least 50% of what was there, he stated that he still had to base his estimate on what he was seeing then and that they quoted high. As it turned out, we removed every box upstairs and in the basement, and every single small item ourselves. There was nothing in the basement or the upstairs except furniture. It took me two weeks to move out everything that was in the basement. That’s how much was there originally when the estimate was given. The estimate, which was given in an email, never stated what was being moved, only an estimate of time. No bill of lading was ever given to us.Every other estimate but every other moving company listed and described the items to be moved which was how the time and price should be determined. (How long it takes to move the items listed). There were no disagreement as to what was being moved by us. I was the only person at the house. The confusion as to what should have been moved was totally the mover’s fault. Every single thing to be moved was all put into easily identified areas and places and pointed out beforehand to the mover, [redacted]. Despite this, they attempted to move 2 extra lawn mowers and a gas grill that were nowhere near anything else. They also did not move a large piece of exercise equipment that I had put with all the other pieces to be moved in the basement, plus it was completely taped so that it would be easier to move. Why this was left is totally beyond comprehension.My housemate, [redacted], was at the new house waiting for the movers and kept calling asking what was taking so long. The “3rd” woman was not involved in any conversations whatsoever or in any moving decisions. The “final” cost of the move was not $850. It was $970, virtually identical to the original quote based on a full basement of unpacked things and 30 or more boxes upstairs. Nothing was added on our part to the move. There was no need for it to take even half as long as it took based on what was left to move. We were never discounted $100 for the broken chair, another lie. I never “claimed” it had been dropped in a puddle and gotten wet. We were told when they broke it, by [redacted], the mover, that he would personally replace it for us because it broke. He even left a phone message saying so, and this had nothing to do with the moving costs themselves, nor was it ever mentioned in the costs. I even looked in the trash at another chair that I had thrown out hoping that might be usable, but that one was soaking wet since it had been out in the rain all night. This was never an issue of the chair in question asking for reimbursement because it got wet? After being contacted by the Revdex.com, the owner himself, [redacted], called me and assured me that he was sending me out a check for the replacement amount $111.00., that Friday. He stated that was when he did payroll. He asked if he did this would we be fair and square and I said yes. That was the last I heard. I never received a check and this was the latest response.The accusation that the chair was filthy, covered and cat hair and dirt is an insulting lie. Nothing in my house was filthy, or covered in cat hair and ever had a urine smell. Our cats were female and the litter box was in the basement. There wasn’t one cat hair on the chair and it was perfectly clean and in excellent condition. Those are disgusting lies.We never refused to pay. We questioned the cost based on what was moved and why it took so long, but we never once refused or even hesitated to pay. As soon as we questioned it, that’s when the cost dropped to $870 (not 850) which we paid immediately, but expressed we were not happy. We were also assured that reimbursement would promptly be made for the chair and we still have that phone message.I never “got in touch to say how happy I was with the move”! Why would I when I wasn’t happy with anything. As far as the supposed accusations I made? The movers themselves told us that they had just graduated from high school that week! I really don’t know any high school kids that are the ages they state. The initial person I was emailing back and forth, [redacted], never “relented” about anything and certainly never said he would be “happy” to replace the chair. He asked me to submit proof of receipt and pictures of the chair, which of course, I did not have.  I never demanded anything, I only asked when was the chair being replaced as I had heard nothing back from them, despite repeated phone calls to [redacted] and emails to the business and the assurance that this would be done. After getting the runaround for weeks I went online to [redacted] and purchased their second least expensive chair, trying to be reasonable. The replacement cost including tax was $111.00.I have made over 30 moves in my life and never have I been treated with such disrespect, refusal to compensate for destroyed property, lies, accusations and complete lack of any customer service. The last 3 moves we made were over 25 miles each way and cost significantly less, had much more to be moved, and took half as much time despite the distance.If what they, Marblehead Movers, state is true, then why did the owner himself, [redacted], contact me by phone and state that he would be sending me out a check at the end of the week. He assured me he would make this right and all he wanted was a satisfied customer. I told him that all would be ok if he did that. That was 3 weeks ago. One more lie. [redacted]
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