Move-it inc

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Complaint: ***
I am rejecting this response because: thr business is being untruthfulFirst, I wasnt charged an extra 1/hr because the truck doesn't unload your items until they tally your billThe bill is tallied and your items are held hostage on their truckAt that pint, I received a travel charge to come from their site to my first home plus I paid mileage for the cimolete trio and anither sepaerate charge to drive from first hime to second hime but the charge for mileage which should have covered the tripThe manager said if I don't pay, that my items will be taken to storage and be assessed additional chargesI began crying and called a friend to borrow the money because u could see this was going badSecondly, the reason I picked up the tape because rolls of tape were just dropped in the floor and leftalso, it's a move and I have to assure the place is cleaned of debrisI was monitoring what was left to move and whether there was trashed that needed to be baggedThirdly, his men took the table apart and the manager told me that they usually tape the screws to the backside of the tableNo screws were handed to me in my handWhen I confronted, he said that I just buy some moreBack to the tape, if I would have known what I known now, I could have been charged for those tapes as being used and at this pint I don't know that I wasntThe furniture pads are free to use but you recieve a separate charge because they tape it to furnitureSo that is a separate packing chargeThe manager did a time check with his crew keeping us all abreast of timeWe discussed a slight change which gave us more time to move versus unpacking because all boxes can be left on the first floorHe agreedThe full contract wasn't onlineI suggest that they Mail those terms in advance so customer can read the terms in their leisure and not be handed pages of reading the day of the moveWhich I mind you was calculated in my time that I was paying the company for movingThe missing items wasn't in boxes but in totes that weren't tapped.
Regards,
*** ***

We are sorry that the customer is still unhappy with her service All the charges were explained verbally on the phone and again twice in the estimate she agreed to when she booked her move All documents were included online since the website was originally published online The customer came through and picked up the screws and tapes and other items to speed things along None of the workers had bags or bulky clothing and the shoes were not in the back of the truck workers were questioned and nobody saw the shoes Again, we do not offer any guarantees on boxes packed by customers If there are any further questions, please call or email *** *** ***

BEWARE!!! Too Many Hidden Charges!!! After sending them a complete inventory of the items being moved (miles) I received an estimate of $467., which I thought was a good price, and they were scheduled to come between - I got a call from the driver saying he could be there between - 2, however they showed up at Then it started!! To shrink wrap and tape a couch, love seat, mattresses, and a vanity the price went up another $232!! We are now at $ Which has to be paid in full before they will unload! Because they hold your stuff hostage until you payOnly to be told if it takes longer than an hour it will cost more money! My husband called the main office and went round & round about their "HIDDEN FEES", which they stated weren’t hidden but they were unable to give a quote on the wrapping since they didn’t know what items may need to be wrapped, yet they required a complete listing of the items that were to be moved so they did indeed know what item would be wrapped and deliberately left it out of the quote in order to price gouge the customer at the point of paymentThe office then contacted the driver who proceeded to swear and complain to the woman on the phone because there were flights of stairs that they were also made aware of(he never said a word to us) but acted like he did us a big favor by not charging more because we asked them not to unwrap the items they wrapped which was an additional hidden charge! MY SUGGESTION if your reading this, FIND ANOTHER MOVING COMPANY!!!

We received the complaint (model [redacted], order number [redacted]) which [redacted] filed with the Revdex.com today, and we were very disappointed to read that [redacted] is still displeased. I will address each of her complaints individually to try to clear up this...

matter.First, [redacted] stated that she requested send her "a Service Agreement for the reservation and quote of $364." In actuality, her service agreement was based on the hourly rate of $85 per hour for a truck and 3 workers, not $364. I have attached a copy of the Service Agreement which was sent to [redacted] by email, and to which she responded by email that she accepted. I marked the hourly rate with a blue circle marked with the number 1.Next, [redacted] stated "Moving prices are based on mileage, weight, and how much room it takes up." She must have gotten our service agreement confused with information she received from a different Company because all throughout our correspondence and our service agreement we state that she is charged an hourly rate; there is nothing mentioned anywhere about charges being based on space on the truck. Exact wording is circled in green and marked with the number 2. [redacted] stated that we were an hour late arriving at her home, which we were. There was a lot of traffic on the road, and the driver called [redacted] and told her this before the designated arrival time, So she wasn't left waiting and wondering where we were. That really is the best anyone can possibly do in this situation. Sam had no problem with the woman knowing his name; that has never been an issue and we have no idea what she's talking about here. She must have been confused. As far as the S100 upfront costs, notice of that is in the service agreement and circled in red and marked with the number 3. [redacted] said she came upstairs from the basement and "everything was on the truck." Our workers are very efficient and work fast. I'm not sure why she included this as a complaint. Disclosure to the customer that she should transport her own cash, jewelry, etc. is part of the packet of papers Customers sign in the beginning of the move and was not exclusive to [redacted]. That's standard and is intended to avoid valuables from going missing because they are not covered by our insurance. Drawing the customer's attention to this fact is intended to avoid them missing this important information. This document is the Addendum to the Bill of Lading and is also included in this letter. It is marked where Sam had drawn attention to the various information it provides. The section on Jewelry is circled in orange and marked 4. This is for the customer's benefit and not grounds for a complaint.The driver did tell the customer that her move could possibly be counted off on her taxes as a Courtesy so that she did not overlook a possible tax break. This information is told to all customers because we want to make sure our customers save their receipts and check into their own specific circumstances when they fill out their taxes. This is for her benefit, again, so it is unclear why Sam giving her this information should be a cause for complaint.When Sam stated that the customer looked too young to be living in a retirement community, it was intended as a compliment. We're sorry [redacted] could not recognize or accept this compliment.I did call Sam to tell him that he was scheduled for a second job for the day after her job was completed. She overheard the call. This was not really the customer's concern, as we do have every right to do more business after her job is complete. Sam's phone battery died during the move and the charging port in the truck is not working, so the Customer was given John's phone number so she could keep in contact with him. There is no reason for the customer to complain about being given John's phone number as we typically do this since the driver cannot answer the phone while driving. This way the customer can be in constant contact with the people transporting her belongings and is given as a Courtesy. Yes, the workers stopped at 7-11. It's important for the workers to stay hydrated during these Scorching days. She was not charged for the 5 minutes they were there, and it is unreasonable to expect the workers not to have food or water or a restroom break. This complaint is heartless and upsetting, and it reflects [redacted]'s pattern of thinking. [redacted] stated that "packing service S252 was supposed to be included." Blanket use is free of charge, but other packing materials like boxes, shrink, etc. are not included in the price. This was in the service agreement and is circled in yellow and marked 5. [redacted] stated we would not offload until we got paid; this policy is stated in the service agreement, circled in purple and marked 6. This policy is set by DOT (Department of Transportation) in their publication Your Rights and Responsibilities. When You Move, which is found on every single page of our website. It is found on page , and is the legal standing on the matter as they set the laws and regulations on transporting people's belongings for hire. John took the mattress of [redacted]'s bed and he stated that the bed was not assembled correctly to begin with. There were slats and screws under the frame (out of sight). We shrink-wrapped the motor and other components to the base to avoid damage and to keep all the pieces together, but we did not take anything apart. We did not do any kind of mechanical disassembly whatsoever. The bed was in such poor condition that things were falling off it and it was literally falling apart in their hands. Sam told [redacted] right away that we do provide disassembly and reassembly, but this bed was a specialty item needing specialized attention and we would not be able to assemble it completely. It is electrical and would require Construction, and we do not provide electrical, plumbing, or construction services.Her bed was already damaged and in poor condition underneath where she could not see it apparently due to the people who installed it. We put the mattress back on the base and it was left precisely as it had been when we got to her first home. The additional screws and other pieces were placed carefully under the bed as it was when we got there, and the customer was told. The motor is right where it belongs, behind the base of the bed. We would encourage [redacted] to contact the people who originally assembled her bed if she wants to file a damage claim. We are not liable for the damage to her bed since we did not cause it.[redacted] stated she was not given a damage claim to fill out. This is because she was told all we needed was for her to send pictures of the damage with an explanation, although there is a damage claim form on our website if she wanted something more formal. She even stated that she was told to send pictures and an explanation.[redacted] had the office phone number and was already in contact with the office about her damaged bed. She had no reason to call the 240 number since she knew that was just a worker's personal phone number. Since [redacted] was already in contact with the main office, John was instructed not to use his minutes to deal with this matter, which he was not authorized to handle anyway.it appears most of [redacted]'s complaints stem from her confusion and perhaps not reading her service agreement and subsequent intolerance of normal behaviors and attempts to please her. Ultimately, though, we are not financially responsible for her bed.Thank you,Patricia R[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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, 2016 at 11:19 AM a non-binding, and later at 11:53 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 confirmed. The original contract did mention All payments are due in full before unloading your belongings at your destination. She failed to put the quote of $364.00 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 anything. Neither, Tricia nor Sam offered me his number. He never showed me any ID. Nothing was wrong with his phone, because he was talking on it when he arrive to Tricia. He did not want me to have his number, because his intentions was foul play. With 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 now. That 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 late. They were suppose to arrive at (9:30 Am, and they did not arrive until 10:40 AM.) Labor did not begin when they arrive, but only when I gave "Sam" $100. What Move-IT. OK, 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 711 to go through my personal things and I don't know when they broke my bed. Then 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 4:30 PM, and it did not take them 3 hours to load the truck from my previous location. Yet, he charged me $669, and I gave him $680, and he never gave me change. And 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 condition. I never discussed my medical history with her. And I had surgery, and that's why I bought the adjustable bed that they broke. I 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, 2015. I called her, introduced myself as Tricia from Move-it, and told her about our services. She was interested, so I told her | needed a list of her...

belongings So I would know how to help her better. It'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, etc. Ms. [redacted] was adamant that there would only be 6 items to move because she only wanted us to help with the big stuff, she was going to move the rest herself. The items she listed were an armoire, a dresser, a crib, a daybed, a sectional, and a table with 6 chairs,| sent Ms. [redacted] an estimate for moving those 6 items. She sent back an email stating she agreed to the estimate. The estimate states: "Please provide a detailed and complete inventory list of your belongings which We will be moving. Moves 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 list. I cannot possibly provide an accurate estimate without knowing what we will be moving, The items she listed would not have needed any additional protection. The additional items she wanted moved required additional protection. When the driver (who is in charge of the move) saw items not on the list—2 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 began. When Ms. [redacted] called one to complain, I heard Mr. [redacted] tell her that he was aware that there would be additional costs before he began. Additionally, the price list, as well as the other documents we use, is posted and explained on our website in a fully downloadable form. The 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 had. If she only Had those 6 items to move, the workers would have been done in probably 3 hours total, and there would have been no additional packing or protective supplies needed. The additional hour included in her estimate was there as a cushion 50 that if she wanted to have the workers also move boxes, she would still have an accurate quote. This estimate also fully explains procedures, and discloses the 1 hour charge for travelling to the customer's location. We made efforts to keep the customer's bill as low as possible. The 26-foot truck was fully packed, and the workers completed the job in only 5 and a half hours, which is very fast for the amount of content the customers wanted moved. The customer only paid for 3 workers, but we provided a 4" worker free of Charge, which made the move go faster and which saved the customer money. The 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 received. We 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 customer. We 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 furnishings. For 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 lading. The request for a detailed inventory and the statement that without this list, she may incur additional fees is highlighted in yellow, The 2 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 bill. The bill of lading (receipt) shows the notation the driver made referencing some of the additional items which were moved. If you have any questions, please call me, Tricia, at ###-###-####. Thank you.