Ms [redacted] submitted her personal information to the website [redacted] , requesting information about moving services on the morning of April 5, I called her, introduced myself as Tricia from Move-it, and told her about our servicesShe was interested, so I told her | needed a list of her belongings So I would know how to help her betterIt's always these words, exactly, because I do it so often that I don't change any routine, I don't ask for "just the large items.” I even prod customers by giving suggestions of Items which they may have over-looked, such as outdoor items like grills or patio furniture, garage items like bicycles, lawnmowers, and yard equipment, pictures on walls, mirrors on dressers, TVs, etcMs [redacted] was adamant that there would only be items to move because she only wanted us to help with the big stuff, she was going to move the rest herselfThe items she listed were an armoire, a dresser, a crib, a daybed, a sectional, and a table with chairs,| sent Ms [redacted] an estimate for moving those itemsShe sent back an email stating she agreed to the estimateThe estimate states: "Please provide a detailed and complete inventory list of your belongings which We will be movingMoves which vary in size or content significantly from the information provided by the customer may be subject to additional fees.” So Ms [redacted] was definitely informed that we need a complete list and that she may be charged more without this listI cannot possibly provide an accurate estimate without knowing what we will be moving, The items she listed would not have needed any additional protectionThe additional items she wanted moved required additional protectionWhen the driver (who is in charge of the move) saw items not on the list—glass tables, TVs, mattresses, box-springs, and other furniture needing additional protection, he most definitely informed the customer that there would be additional costs for the packing before the job began, Mr [redacted] also saw and signed the packing supplies price list before the move beganWhen Ms [redacted] called one to complain, I heard Mr [redacted] tell her that he was aware that there would be additional costs before he beganAdditionally, the price list, as well as the other documents we use, is posted and explained on our website in a fully downloadable formThe estimate which Ms [redacted] agreed to when we scheduled her move was accurate, and actually on the high side, for what she told me she hadIf she only Had those items to move, the workers would have been done in probably hours total, and there would have been no additional packing or protective supplies neededThe additional hour included in her estimate was there as a cushion that if she wanted to have the workers also move boxes, she would still have an accurate quoteThis estimate also fully explains procedures, and discloses the hour charge for travelling to the customer's locationWe made efforts to keep the customer's bill as low as possibleThe 26-foot truck was fully packed, and the workers completed the job in only and a half hours, which is very fast for the amount of content the customers wanted movedThe customer only paid for workers, but we provided a 4" worker free of Charge, which made the move go faster and which saved the customer moneyThe two glass tables we moved were supposed to be charged at the "Corrugate" price, but the driver only charged them for "Bubble," which also saved them over $20.We are disappointed that the customer was not satisfied with the service she receivedWe really did go out of our way to provide excellent moving services, and given the facts, we feel comfortable that we did everything possible to satisfy this customerWe provided an extra worker free of charge, we worked very quickly, we discounted her packing bill, and most importantly, we moved all of her belongings without any damages to structures or furnishingsFor these reasons, reducing the bill even further is not an option, I am including the emailed estimate, the packing supplies and Services price list, and the bill of ladingThe request for a detailed inventory and the statement that without this list, she may incur additional fees is highlighted in yellow, The locations explaining the 1-hour travel charge is highlighted in blue, The packing supplies and services sheet shows Mr [redacted] 's signature and the breakdown of the costs for their packing billThe bill of lading (receipt) shows the notation the driver made referencing some of the additional items which were movedIf you have any questions, please call me, Tricia, at ###-###-####Thank you
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I received two Service Agreements on August 23, at 11:AM a non-binding, and later at 11:AM, I received the last one that I thought was the actual binding Agreement since Tricia said "Your Confirmation is Required to Complete Your Reservation" And she sent me an email that said, Thank you, your move is confirmedThe original contract did mention All payments are due in full before unloading your belongings at your destinationShe failed to put the quote of $in the contract, that she originally quoted, because it was a small move, and the movers, in which she failed to identify coming into my home, trusting them with my personal items were not "courteous, well-trained workers, smelling like cigarettes and cannabis, which breached the contract They were not dressed in uniform or proper attire with torn, dirty clothes, and I don't even know if they were licensed, as I did not learn the Lead Mover's name as he would not sign anythingNeither, Tricia nor Sam offered me his numberHe never showed me any IDNothing was wrong with his phone, because he was talking on it when he arrive to TriciaHe did not want me to have his number, because his intentions was foul playWith all of the stress and confusion, smell, off schedule, yes, I feared that I may be in danger and signed an Addendum Bill of Lading, I suppose, and I never received a copy until nowThat Addendum should have been given to me prior to the day of my move, and not on the very day of my move, so that I had no options They charged me for them being lateThey were suppose to arrive at (9:Am, and they did not arrive until 10:AM.) Labor did not begin when they arrive, but only when I gave "Sam" $What Move-ITOK, then when I get to my new location, I was given another form to fill out, that they did not submit to Revdex.com, "Combined Uniform Household Goods Bill and Freight Bill, that was suppose to give to me Before Start of Job)They stopped off at to go through my personal things and I don't know when they broke my bedThen Sam, who suppose to be equipped with tools, ask me if I had a knife to help me unpack my boxes? They did not leave my new location at 4:PM, and it did not take them hours to load the truck from my previous locationYet, he charged me $669, and I gave him $680, and he never gave me changeAnd what's most important is that he still did not sign required MOVER: signature that he received payment And he did Not sign Delivery Receipt All services and All articles received in Good Condition They must have gone through my medical records for and reported to Tricia for her to say that I was in poor physical and mental conditionI never discussed my medical history with herAnd I had surgery, and that's why I bought the adjustable bed that they brokeI warned her that I would file a police report # [redacted] with Charles County Sheriff's Office who was very familiar.Sincerely, [redacted] ATTACHMENTS Regards, [redacted]
Ms [redacted] submitted her personal information to the website [redacted] , requesting information about moving services on the morning of April 5, I called her, introduced myself as Tricia from Move-it, and told her about our servicesShe was interested, so I told her | needed a list of her belongings So I would know how to help her betterIt's always these words, exactly, because I do it so often that I don't change any routine, I don't ask for "just the large items.” I even prod customers by giving suggestions of Items which they may have over-looked, such as outdoor items like grills or patio furniture, garage items like bicycles, lawnmowers, and yard equipment, pictures on walls, mirrors on dressers, TVs, etcMs [redacted] was adamant that there would only be items to move because she only wanted us to help with the big stuff, she was going to move the rest herselfThe items she listed were an armoire, a dresser, a crib, a daybed, a sectional, and a table with chairs,| sent Ms [redacted] an estimate for moving those itemsShe sent back an email stating she agreed to the estimateThe estimate states: "Please provide a detailed and complete inventory list of your belongings which We will be movingMoves which vary in size or content significantly from the information provided by the customer may be subject to additional fees.” So Ms [redacted] was definitely informed that we need a complete list and that she may be charged more without this listI cannot possibly provide an accurate estimate without knowing what we will be moving, The items she listed would not have needed any additional protectionThe additional items she wanted moved required additional protectionWhen the driver (who is in charge of the move) saw items not on the list—glass tables, TVs, mattresses, box-springs, and other furniture needing additional protection, he most definitely informed the customer that there would be additional costs for the packing before the job began, Mr [redacted] also saw and signed the packing supplies price list before the move beganWhen Ms [redacted] called one to complain, I heard Mr [redacted] tell her that he was aware that there would be additional costs before he beganAdditionally, the price list, as well as the other documents we use, is posted and explained on our website in a fully downloadable formThe estimate which Ms [redacted] agreed to when we scheduled her move was accurate, and actually on the high side, for what she told me she hadIf she only Had those items to move, the workers would have been done in probably hours total, and there would have been no additional packing or protective supplies neededThe additional hour included in her estimate was there as a cushion that if she wanted to have the workers also move boxes, she would still have an accurate quoteThis estimate also fully explains procedures, and discloses the hour charge for travelling to the customer's locationWe made efforts to keep the customer's bill as low as possibleThe 26-foot truck was fully packed, and the workers completed the job in only and a half hours, which is very fast for the amount of content the customers wanted movedThe customer only paid for workers, but we provided a 4" worker free of Charge, which made the move go faster and which saved the customer moneyThe two glass tables we moved were supposed to be charged at the "Corrugate" price, but the driver only charged them for "Bubble," which also saved them over $20.We are disappointed that the customer was not satisfied with the service she receivedWe really did go out of our way to provide excellent moving services, and given the facts, we feel comfortable that we did everything possible to satisfy this customerWe provided an extra worker free of charge, we worked very quickly, we discounted her packing bill, and most importantly, we moved all of her belongings without any damages to structures or furnishingsFor these reasons, reducing the bill even further is not an option, I am including the emailed estimate, the packing supplies and Services price list, and the bill of ladingThe request for a detailed inventory and the statement that without this list, she may incur additional fees is highlighted in yellow, The locations explaining the 1-hour travel charge is highlighted in blue, The packing supplies and services sheet shows Mr [redacted] 's signature and the breakdown of the costs for their packing billThe bill of lading (receipt) shows the notation the driver made referencing some of the additional items which were movedIf you have any questions, please call me, Tricia, at ###-###-####Thank you
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I received two Service Agreements on August 23, at 11:AM a non-binding, and later at 11:AM, I received the last one that I thought was the actual binding Agreement since Tricia said "Your Confirmation is Required to Complete Your Reservation" And she sent me an email that said, Thank you, your move is confirmedThe original contract did mention All payments are due in full before unloading your belongings at your destinationShe failed to put the quote of $in the contract, that she originally quoted, because it was a small move, and the movers, in which she failed to identify coming into my home, trusting them with my personal items were not "courteous, well-trained workers, smelling like cigarettes and cannabis, which breached the contract They were not dressed in uniform or proper attire with torn, dirty clothes, and I don't even know if they were licensed, as I did not learn the Lead Mover's name as he would not sign anythingNeither, Tricia nor Sam offered me his numberHe never showed me any IDNothing was wrong with his phone, because he was talking on it when he arrive to TriciaHe did not want me to have his number, because his intentions was foul playWith all of the stress and confusion, smell, off schedule, yes, I feared that I may be in danger and signed an Addendum Bill of Lading, I suppose, and I never received a copy until nowThat Addendum should have been given to me prior to the day of my move, and not on the very day of my move, so that I had no options They charged me for them being lateThey were suppose to arrive at (9:Am, and they did not arrive until 10:AM.) Labor did not begin when they arrive, but only when I gave "Sam" $What Move-ITOK, then when I get to my new location, I was given another form to fill out, that they did not submit to Revdex.com, "Combined Uniform Household Goods Bill and Freight Bill, that was suppose to give to me Before Start of Job)They stopped off at to go through my personal things and I don't know when they broke my bedThen Sam, who suppose to be equipped with tools, ask me if I had a knife to help me unpack my boxes? They did not leave my new location at 4:PM, and it did not take them hours to load the truck from my previous locationYet, he charged me $669, and I gave him $680, and he never gave me changeAnd what's most important is that he still did not sign required MOVER: signature that he received payment And he did Not sign Delivery Receipt All services and All articles received in Good Condition They must have gone through my medical records for and reported to Tricia for her to say that I was in poor physical and mental conditionI never discussed my medical history with herAnd I had surgery, and that's why I bought the adjustable bed that they brokeI warned her that I would file a police report # [redacted] with Charles County Sheriff's Office who was very familiar.Sincerely, [redacted] ATTACHMENTS Regards, [redacted]