Move For Less, LLC

Good Morning,Final resolution was reached on this complaint on 10/31/ As part of our standard business practice we issue claim checks monthly (usually around the 25th) The check for this claim is scheduled to be sent out early next week

Tell After reviewing the claim and the details it has been determined that this claim is being denied The move was performed on November 3, All payments to secure additional insurance must be remitted by the customer at the beginning of the move In this case, the mover and the customer overlooked that detail Upon completion of the job, the only damage listed on the contract was to the rail Payment for services rendered was collected The customer was not charged for the insurance, nor did he indicate to the mover that he needed to make the payment AFTER the movers left the premises the customer reached out to the movers directly and mentioned that there had been damage done to the door The mover directed the customer to contact the office as per protocol Upon completion of that call from the customer the mover realized the customer had not paid for the additional insurance and attempted to contact him several times to secure payment After leaving several messages the day of the move the mover turned in his paperwork without payment from the customer for additional insurance Unfortunately, we cannot honor payments for additional insurance options AFTER the move has been completedThe payment was made by the customer the following afternoon The insurance coverage becomes valid upon payment, which means that the additional insurance purchased on November 4th was null and void for the move performed on November 3rd All of the customer’s damages must be insured at the standard rate of cents per pound per our contract and PUCO laws Based on availability of a repairman we sent someone out to the customer’s house to repair the rail and attempt to repair the door The customer is not satisfied with the repair, which is definitely his prerogative The customer forwarded a verbal estimate to our attention that quoted the repair of the door at $ The customer was offered a settlement for the door damages in the amount of per pound which is the valuation amount that he is entitled to based on his contract Please take into account that this claim happened in early November, part of the delay in trying to resolve this issue is that the Customer was reaching out directly to the mover instead of contacting the office Additionally, the holidays always delay things and with this being right before Thanksgiving we simply could not accelerate the responses The lead mover, Rob and the other two movers on his job are all seasoned, quality movers We have moved this customer since this incident so we are very concerned about his review of our company as horrible.us why here

We are sorry to hear that this customer was not happy with the service that was receivedUnfortunately we are not able to issue a refund on this jobOur original estimate that was accepted online was for 5hrsWe only went over that time by 1/hourWe came very close to the quoteAlso, I was told that this customers' items took longer to take apart and assemble due to the way that they were constructedWe were told not to worry about the table being taken apart and moved because it was taking too long and it was clear that would be difficultThe items simply weren't easy to take apartWe also have a page on our site (the link was in the confirmation email) that states that we do not disconnect appliancesThe customer also signed off on our contract that she walked through the house and that everything was rendered to the movers at the pickup location and placed in the proper places at the drop offMy movers informed me that this customer seemed pleased with the service once everything was completedHowever, we received message from her mother (not the actual customer) a few days later stating that she felt that this job took too longWe are in no way trying to rip anyone off but we sent a quote via email stating how long we believed that the move would take beforehand and we came very close to that time estimateThe customer also signed a contract acknowledging that this was a non-binding estimate and that the actual charges would be based on how long the job actually tookThis would have been a much shorter job had it not been for the assembly and disassembly portionI have attached a copy of the contract to this message

This consumer message was received by Revdex.com staff member AH via email and is a copy/paste.***I disagree with Move for Less' assessment of the weight of the door in part because the company, they are calling, simply has no way of knowing the true weight without coming out. That being said, I'm ready to move on with my life and would be willing to take a $settlementOtherwise, I'll continue to insist that Move for Less hire a third-party, independent, reputable company to come out and properly weigh the damaged doorLet me know how they want to proceed. Thank you in advance for your continued assistance. All the best,***
*** ***
*** ***

Let me start by saying it was always the intent of Move Less to resolve this complaint and make the customer wholeThe delay in processing was not intentional nor totally our fault. We attempted on several occasions to go out to the customer’s house and assess the damageThe husband
and wife were not communicating with each other and we seem to be the fall guys for this. We spoke to the husband on July 22nd to confirm that we would be out on July 23rd to assess the damagesInitially the husband agreed but during the conversation he informed the dispatcher that he would not remove the challenge of our payment with *** until we gave them $The dispatcher explained to the husband that that is not how the process worksWe cannot process a claim and offer a settlement on a job that we have not been paid forThat would not be a smart business practice as we would be losing money by issuing a refund for money that we never receivedThe husband was not happy and told the dispatcher that if she continued to talk to him about anything except paying for the damages he would hang upThe dispatcher maintained her professionalism and continued to try to explain the procedure and the husband hung upPrior to ending the conversation abruptly the husband informed the dispatcher to cancel the appointment for July 23rd if in fact we were not bringing the money to make them wholeApparently the husband did not communicate this to the wife as she sent a seething email three days later that we had them waiting for over an hour and never showed. On July 26th we sent an email to the customer and offered a settlement in the amount of $340. The stipulation for issuing this payment was that the customer remove the dispute with *** so that we could close out the claim. We did not receive a response. After several more email attempts by our dispatcher the customer remained adamant that they would not remove the challenge of payment with *** until we made them wholeThe dispatcher again reiterated the process and asked them to remove the dispute so that we could move forward with settlement. The last communication with the customer on August 4th was basically a stalemate and no resolution was reached. The dispute with *** was finally resolved on or about October 5th. Our intent was to reach out to the customer to offer the initial settlement of $since the dispute with *** had been cleared, but this correspondence arrived prior to thatWe are still prepared to fulfill our commitment or refunding the customer $

MrsH*** called on 11/18/to advise the business has failed to issued the $credit promised by the businessThe consumer is requesting confirmation of the adjustment to her cardShe has already contacted *** and was told to date there is not a pending credit from Move For Less, Llc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Tell After reviewing the claim and the details it has been determined that this claim is being denied.  The move was performed on November 3, 2017.  All payments to secure additional insurance must be remitted by the customer at the beginning of the move.  In this case, the mover and...

the customer overlooked that detail.  Upon completion of the job, the only damage listed on the contract was to the rail.  Payment for services rendered was collected.  The customer was not charged for the insurance, nor did he indicate to the mover that he needed to make the payment.  AFTER the movers left the premises the customer reached out to the movers directly and mentioned that there had been damage done to the door.  The mover directed the customer to contact the office as per protocol.  Upon completion of that call from the customer the mover realized the customer had not paid for the additional insurance and attempted to contact him several times to secure payment.  After leaving several messages the day of the move the mover turned in his paperwork without payment from the customer for additional insurance.  Unfortunately, we cannot honor payments for additional insurance options AFTER the move has been completed. The payment was made by the customer the following afternoon.  The insurance coverage becomes valid upon payment, which means that the additional insurance purchased on November 4th was null and void for the move performed on November 3rd.  All of the customer’s damages must be insured at the standard rate of .60 cents per pound per our contract and PUCO laws.  Based on availability of a repairman we sent someone out to the customer’s house to repair the rail and attempt to repair the door.  The customer is not satisfied with the repair, which is definitely his prerogative.  The customer forwarded a verbal estimate to our attention that quoted the repair of the door at $600.  The customer was offered a settlement for the door damages in the amount of .60 per pound which is the valuation amount that he is entitled to based on his contract.  Please take into account that this claim happened in early November, part of the delay in trying to resolve this issue is that the Customer was reaching out directly to the mover instead of contacting the office.  Additionally, the holidays always delay things and with this being right before Thanksgiving we simply could not accelerate the responses.  The lead mover, Rob and the other two movers on his job are all seasoned, quality movers.  We have moved this customer since this incident so we are very concerned about his review of our company as horrible.us why here...

This business response was received by Revdex.com via email and is a copy/paste by Revdex.com staff member **.Move for Less agrees to settle the claim for $100.  The check will be mailed to the customer's attention within 10 business days.Thanks!

We are sorry to hear that this customer was not happy with the service that was received. Unfortunately we are not able to issue a refund on this job. Our original estimate that was accepted online was for 5hrs. We only went over that time by 1/2 hour. We came very close to the quote. Also, I...

was told that this customers' items took longer to take apart and assemble due to the way that they were constructed. We were told not to worry about the table being taken apart and moved because it was taking too long and it was clear that would be difficult. The items simply weren't easy to take apart. We also have a page on our site (the link was in the confirmation email) that states that we do not disconnect appliances. The customer also signed off on our contract that she walked through the house and that everything was rendered to the movers at the pickup location and placed in the proper places at the drop off. My movers informed me that this customer seemed pleased with the service once everything was completed. However, we received message from her mother (not the actual customer) a few days later stating that she felt that this job took too long. We are in no way trying to rip anyone off but we sent a quote via email stating how long we believed that the move would take beforehand and we came very close to that time estimate. The customer also signed a contract acknowledging that this was a non-binding estimate and that the actual charges would be based on how long the job actually took. This would have been a much shorter job had it not been for the assembly and disassembly portion. I have attached a copy of the contract to this message.

Good Morning,Final resolution was reached on this complaint on 10/31/2016.  As part of our standard business practice we issue claim checks monthly (usually around the 25th) .  The check for this claim is scheduled to be sent out early next week.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The reply from Move4Less was not accurate, but that has been our dealings with this sub-par company.  Please have them credit our [redacted] account the $340 they were supposed to back in May 2016 for the damages they caused our house.
Regards,
[redacted]