Thank you for getting back to me arial, sans-serif;">Yes, I have heard from Move It moving companyNo, I am not satisfied They sent me $ [redacted] for damages but have not compensated me for the actual damageI have also requested the insurance claim form they stated I sign onto on moving day that would allow me to recoup cents per lb of damage but they have yet to give me that informationAnd on top of all the damage, we now find that they didn't even deliver all of our belongingsThey had to store half of our truck in a storage container because they did not bring a big enough truck and a few things did not show up the next day for the move including a bedside table and a garage bin with bird feeders and bird seed, some garden tools, etcThank you for your help [redacted] Dear [redacted] :
I will refund the amount for the plant materials, and the insurance on the bed, as far as the additional percentage off of 10% I am not going to do that since she was already given the discount prior to the billing The money for the CC fee will also be refunded Thank you for your help
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] As my documentation shows – I requested a quote for moving on 11/17/The move took place on 12/11/That is not a short notice moveThe move took hours – not just over hours I said the guys took longer than they needed to do the moveMeaning, they took their time because I wasn’t pushing themI didn’t really mind if they had been taking extra careI did tip them because I liked them and thought they had done a good job until I started digging myself out of an entire living room full of boxesIt would be impossible to inspect every item on the day of the moveOne of the guys even commented “if you want us to work faster you just have to tell us.” During the moving process I was given examples of how other clients had treated them [redacted] has never phoned me – all correspondence was via emailI never complained about Two Men and A TruckI told them I had an awesome experience with them once and a not so good the second time – I have never had movers damage anything prior to this and never said the other company damaged anything – they just were young guys and moved very slowThere was no phone conversationPlease see phone recordsI never called them prior to the day I discovered the damage 12/12/I left one voicemail when I found the damage on 12/12/and a follow up call on 12/15/After the initial voicemail when I was very upset I never called or sent another email that was not respectful and understanding The visit to come out and inspect the damages was scheduled by [redacted] on 12/16/via email to come out on Thursday, 12/18/at 3:30pmHe emailed “do you have time Thursday for me to come by and look at everything.” Again, I NEVER spoke with [redacted] or anyone else on the phoneI left a message on 12/18/14, a few hours after the inspection, to let him know that I may have a possible alternate solution to the mattress issueI was not rudeI simply told him that I had gone to my old apartment and found that the person I was giving the mattress to had not picked it up yetI had given him a key to pick it up at his convenienceWhen I saw it was still there I contacted him to let him knowMy offer was to come and get the perfectly good mattress that I was going to give away and exchange it out for the damaged one at my new placeIf he would have brought that mattress to me and the tires that were left in the garage I would have called it evenHe never returned my call I’m not sure why he spent so much time talking about a file cabinet that I am not asking them to fixIt doesn’t matter how expensive or the age of the item – if it doesn’t arrive in the same condition it was in prior to the move – negligence has occurred I had to repot the plants because they wouldn’t stand up on their own They were standing just fine prior to the moveWhen he came by on 1/6/15, I told him what I had to do and he said “I usually tell people to go out and get what they want and give me the receipts.” He asked me for the receipts I sent him an email on 1/6/– shortly after he left, and thanked him for coming by and asked if he could come back the next day at 3:or afterI also explained I purchased a new mattress but did not demand he reimburse me for the entire amountHe offered to deliver the new mattress that I purchased if there was a charge for deliveryI let him know it was included and thanked him for the offerThe next day, I asked if today was going to work for him because I didn’t receive a response to my 1/6/email He claimed that “we will put everything behind us next week when I come over.” When he came to repair things on 1/6/15, I expected a final resolution for this issuePromises to adjust the credit card fees accordingly were promised since 12/15/The insurance claim for the mattress had not been initiated and I was tired of asking about the statusI didn’t want to have to do another visit for him to bring his colored crayons out and try and match the bedroom setI never asked him to fix anything other than what was discussed at the inspectionHe did that on his ownI had already fixed many of the items – I’m not sure how he was able to tell which 10% of the damage was his and what was mine since he wasn’t present on the day of the move Please find two emails I received from [redacted] after he received the Revdex.com complaint I filed, along with other documentationI have also attached the documentation that did not get attached to the original complaint Regards, [redacted]
Move It moved my furniture so I could have my floors refinished while out of town. They damaged my walls, doors and less than 2 year old furniture. Not only were they nearly impossible to deal with, they threatened to take me to court when I refused to pay my balance until they settled my claim. I have never been treated so poorly by a local business. They were rude, unresponsive and horrible to deal with throughout the entire process. Far more concerned about getting paid than doing their job properly and well.
Thank you for getting back to me.
arial, sans-serif;">Yes, I have heard from Move It moving company.
No, I am not satisfied.
They sent me $[redacted] for damages but have not compensated me for the actual damage. I have also requested the insurance claim form they stated I sign onto on moving day that would allow me to recoup 60 cents per lb of damage but they have yet to give me that information.
And on top of all the damage, we now find that they didn't even deliver all of our belongings. They had to store half of our truck in a storage container because they did not bring a big enough truck and a few things did not show up the next day for the move including a bedside table and a garage bin with bird feeders and bird seed, some garden tools, etc.
Thank you for your help.
[redacted]
Dear [redacted] :
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As my documentation shows – I requested a quote for moving on 11/17/14. The move took place on 12/11/14. That is not a short notice move. The move took 6.5 hours – not just over 5 hours.
I said the guys took longer than they needed to do the move. Meaning, they took their time because I wasn’t pushing them. I didn’t really mind if they had been taking extra care. I did tip them because I liked them and thought they had done a good job until I started digging myself out of an entire living room full of boxes. It would be impossible to inspect every item on the day of the move. One of the guys even commented “if you want us to work faster you just have to tell us.” During the moving process I was given examples of how other clients had treated them.
[redacted] has never phoned me – all correspondence was via email. I never complained about Two Men and A Truck. I told them I had an awesome experience with them once and a not so good the second time – I have never had movers damage anything prior to this and never said the other company damaged anything – they just were young guys and moved very slow. There was no phone conversation. Please see phone records. I never called them prior to the day I discovered the damage 12/12/14. I left one voicemail when I found the damage on 12/12/14 and a follow up call on 12/15/14. After the initial voicemail when I was very upset I never called or sent another email that was not respectful and understanding.
The visit to come out and inspect the damages was scheduled by [redacted] on 12/16/14 via email to come out on Thursday, 12/18/14 at 3:30pm. He emailed “do you have time Thursday for me to come by and look at everything.” Again, I NEVER spoke with [redacted] or anyone else on the phone. I left a message on 12/18/14, a few hours after the inspection, to let him know that I may have a possible alternate solution to the mattress issue. I was not rude. I simply told him that I had gone to my old apartment and found that the person I was giving the mattress to had not picked it up yet. I had given him a key to pick it up at his convenience. When I saw it was still there I contacted him to let him know. My offer was to come and get the perfectly good mattress that I was going to give away and exchange it out for the damaged one at my new place. If he would have brought that mattress to me and the tires that were left in the garage I would have called it even. He never returned my call.
I’m not sure why he spent so much time talking about a file cabinet that I am not asking them to fix. It doesn’t matter how expensive or the age of the item – if it doesn’t arrive in the same condition it was in prior to the move – negligence has occurred.
I had to repot the plants because they wouldn’t stand up on their own. They were standing just fine prior to the move. When he came by on 1/6/15, I told him what I had to do and he said “I usually tell people to go out and get what they want and give me the receipts.” He asked me for the receipts.
I sent him an email on 1/6/15 – shortly after he left, and thanked him for coming by and asked if he could come back the next day at 3:15 or after. I also explained I purchased a new mattress but did not demand he reimburse me for the entire amount. He offered to deliver the new mattress that I purchased if there was a charge for delivery. I let him know it was included and thanked him for the offer. The next day, I asked if today was going to work for him because I didn’t receive a response to my 1/6/15 email.
He claimed that “we will put everything behind us next week when I come over.” When he came to repair things on 1/6/15, I expected a final resolution for this issue. Promises to adjust the credit card fees accordingly were promised since 12/15/14. The insurance claim for the mattress had not been initiated and I was tired of asking about the status. I didn’t want to have to do another visit for him to bring his colored crayons out and try and match the bedroom set. I never asked him to fix anything other than what was discussed at the inspection. He did that on his own. I had already fixed many of the items – I’m not sure how he was able to tell which 10% of the damage was his and what was mine since he wasn’t present on the day of the move.
Please find two emails I received from [redacted] after he received the Revdex.com complaint I filed, along with other documentation. I have also attached the documentation that did not get attached to the original complaint.
Regards,
[redacted]
I will refund the amount for the plant materials, and the insurance on the bed, as far as the additional percentage off of 10% I am not going to do that since she was already given the discount prior to the billing. The money for the CC fee will also be refunded.
Thank you for your help.
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Complaint ID # [redacted]
Thank you for bringing this complaint to my attention. I would like to start off with explaining the way this customer approached me about these supposed damages. We took a call from [redacted] on 11/16 and accommodated a short notice move two days later, we fit her into our schedule and made sure she was all taken care of. The two employees who were assigned to the job are my two top foreman for the company as I assured her that she would be in good hands because she gave me a 30 minute story about how a previous moving company "Two Men and a Truck" was a nightmare and that they ruined everything, etc...very similar to her complaint against me oddly enough.
The move went off with out a hitch, I had my morning report from the Foremen he said everything went great, she gave them a tip, bought them lunch etc.. The very next day I woke up to three voice-mails on my phone of her screaming into the phone saying we destroyed everything and she was demanding full reimbursement of all her money, plus damages. She went on to say that she was going to let everyone know how horrible of a company we are, etc...
I called her back ( I just picked up my son from school, which is why she said I had child in tow) and I asked her if I could stop by and check out everything since she was clearly upset and I did not want to let her stew on it anymore. I came to her home and she started pointing out ridiculous things, she pointed to her wall by her stairs and said there was damages to the wall (something brushed up against) but she said she was able to remove it with a magic eraser, we then proceeded to look at two (clearly old, dusty, artificial plants) she said they pulled the plants from the pots during transport and that now they would not stand up straight. When I asked the workers about the plants it is our policy to inform the customers that we can take plants, (real or fake) but that we are not liable for any damages caused to them because they are not boxed. There was no physical damages to the plants when I arrived at the home. We then went to her dining room table (which she disassembled herself before our arrival to the move) she was showing nicks on the legs saying it was caused by us, these nicks were from normal use of the chairs during dining or what ever activities were being done at the table at the time, the table is years old and not anywhere in new condition. We then moved into her office, where she pointed out an inexpensive IKEA wooden file cabinet, when the guys were going to move it he noticed the legs were all loose and he made the customer aware that this was previously damaged, she told the movers that she knew about it already and that she planned on taking it apart at her new home and using wood glue on it. Then in her bedroom she showed me an old mattress that had a tear in the seam of the upper part, although I could not tell whether or not we caused it, I took responsibility for the damage and told her that we would stand by our insurance that she selected prior to the move of $.60/lb of the damaged item. The mattress weighed around 75lbs so she would be credited $45.
Prior to myself going to the home to repair the wood nicks, the customer [redacted] took it upon herself to go out and buy new plant pots, and a new mattress expecting full reimbursement. I was there for over an hour repairing nicks in her furniture, 90% of which were not even brought to my attention I was just trying to go above and beyond and just fix anything I saw while I was there to please the customer. I did not feel we damaged the plants but I told her I would look at the receipts and come up with a solution we can both agree upon. She knows what the insurance rate was and is now asking for full compensation when she signed our insurance of $.60/lb.
[redacted] stated that the movers did not handle her items with care and that we took longer than we were supposed to to finish the move. I was in the Marine Corps for ten years and I hold a high standard towards my employees, we use top of the line equipment, blankets, straps, and lifting harnesses and ensure everything is safely transported. At the end of the move the customer goes around the house, in our moving truck and inspects their belongings and signs off stating there was no damages caused to the homes or the goods. A copy of this invoice is left with each customer. As far as her saying we took longer than we were supposed too, she was given an estimate of 4.5hours, her move took a little over 5 hours, the estimate given is just an estimate and it goes both ways, if it takes less time than quoted then she pays less and vise versa, it clearly states these conditions in the attached contract on each professional quote that customers are given.
And on to the subject of not receiving the 10% from our website. The 10% was already implemented in the price of the quote she received, our normal rates are $100/hour and she was charged $90/hour, she brought this up during the final bill and the foremen explained that the amount was already adjusted and that the price was indeed correct, I do not understand the continued confusion on the subject of the 10% discount. This discount did not need to be extended to her but I gave it to her just to be generous. It usually only applies to those who have a coupon or a color mailer ad from our previous advertisement campaigns.
To sum up everything, she was complaining before the move even took place and continued to complain as the days went by. Everyday something new was found or done to her furniture. I have been in this business for a long time and it is a clear case of someone trying to get a move for free. I went above and beyond what needed to happen to try and rectify the situation but she chose to go behind my back and file a complaint when to my face everything was great, I was fixing her furniture and compensating for damages. She sent me an email yesterday 1/7/15 stating "Can you come today and finish the repairs." I was on another job and a couple hours notice was not an ample amount of time for me to schedule a visit. on 1/6/15 when I was at her home repairing the table she told me she was pretty busy the rest of this week and that Monday 1/12/15 would probably work best. The email was the first I had heard anything from her and stopping my current job wasn't an option right then.
I went above and beyond to be understanding to [redacted] and try to rectify the situation but she just continued to be unruly and do things her own way. There is only so much help I can offer someone who clearly isn't going to be happy no matter the result.
Respectfully,
--
[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 [redacted], and find that this resolution is satisfactory to me.
Just wanted to follow up with you regarding complaint [redacted]. I filed a credit card dispute and they did rule in my favor and I received the entire amount I was asking for. Also, I was contacted by a partner in the company regarding my complaint. He was unaware of how the business was being run by [redacted] and has since dissolved the partnership. After speaking with [redacted] yesterday, he has offered to send me another $150 towards the damages his company has caused. I told him that I would contact you to see if there was a way to change the status of the complaint to resolved. I won’t receive the check for another 2 weeks but I wanted to inquire.
Showed up an hour late and then overcharged my credit card. When called to let them know I was over charged, I was told each time that they would call me back with no response ever.
Thank you for getting back to me arial, sans-serif;">Yes, I have heard from Move It moving companyNo, I am not satisfied They sent me $ [redacted] for damages but have not compensated me for the actual damageI have also requested the insurance claim form they stated I sign onto on moving day that would allow me to recoup cents per lb of damage but they have yet to give me that informationAnd on top of all the damage, we now find that they didn't even deliver all of our belongingsThey had to store half of our truck in a storage container because they did not bring a big enough truck and a few things did not show up the next day for the move including a bedside table and a garage bin with bird feeders and bird seed, some garden tools, etcThank you for your help [redacted] Dear [redacted] :
I will refund the amount for the plant materials, and the insurance on the bed, as far as the additional percentage off of 10% I am not going to do that since she was already given the discount prior to the billing The money for the CC fee will also be refunded Thank you for your help
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] As my documentation shows – I requested a quote for moving on 11/17/The move took place on 12/11/That is not a short notice moveThe move took hours – not just over hours I said the guys took longer than they needed to do the moveMeaning, they took their time because I wasn’t pushing themI didn’t really mind if they had been taking extra careI did tip them because I liked them and thought they had done a good job until I started digging myself out of an entire living room full of boxesIt would be impossible to inspect every item on the day of the moveOne of the guys even commented “if you want us to work faster you just have to tell us.” During the moving process I was given examples of how other clients had treated them [redacted] has never phoned me – all correspondence was via emailI never complained about Two Men and A TruckI told them I had an awesome experience with them once and a not so good the second time – I have never had movers damage anything prior to this and never said the other company damaged anything – they just were young guys and moved very slowThere was no phone conversationPlease see phone recordsI never called them prior to the day I discovered the damage 12/12/I left one voicemail when I found the damage on 12/12/and a follow up call on 12/15/After the initial voicemail when I was very upset I never called or sent another email that was not respectful and understanding The visit to come out and inspect the damages was scheduled by [redacted] on 12/16/via email to come out on Thursday, 12/18/at 3:30pmHe emailed “do you have time Thursday for me to come by and look at everything.” Again, I NEVER spoke with [redacted] or anyone else on the phoneI left a message on 12/18/14, a few hours after the inspection, to let him know that I may have a possible alternate solution to the mattress issueI was not rudeI simply told him that I had gone to my old apartment and found that the person I was giving the mattress to had not picked it up yetI had given him a key to pick it up at his convenienceWhen I saw it was still there I contacted him to let him knowMy offer was to come and get the perfectly good mattress that I was going to give away and exchange it out for the damaged one at my new placeIf he would have brought that mattress to me and the tires that were left in the garage I would have called it evenHe never returned my call I’m not sure why he spent so much time talking about a file cabinet that I am not asking them to fixIt doesn’t matter how expensive or the age of the item – if it doesn’t arrive in the same condition it was in prior to the move – negligence has occurred I had to repot the plants because they wouldn’t stand up on their own They were standing just fine prior to the moveWhen he came by on 1/6/15, I told him what I had to do and he said “I usually tell people to go out and get what they want and give me the receipts.” He asked me for the receipts I sent him an email on 1/6/– shortly after he left, and thanked him for coming by and asked if he could come back the next day at 3:or afterI also explained I purchased a new mattress but did not demand he reimburse me for the entire amountHe offered to deliver the new mattress that I purchased if there was a charge for deliveryI let him know it was included and thanked him for the offerThe next day, I asked if today was going to work for him because I didn’t receive a response to my 1/6/email He claimed that “we will put everything behind us next week when I come over.” When he came to repair things on 1/6/15, I expected a final resolution for this issuePromises to adjust the credit card fees accordingly were promised since 12/15/The insurance claim for the mattress had not been initiated and I was tired of asking about the statusI didn’t want to have to do another visit for him to bring his colored crayons out and try and match the bedroom setI never asked him to fix anything other than what was discussed at the inspectionHe did that on his ownI had already fixed many of the items – I’m not sure how he was able to tell which 10% of the damage was his and what was mine since he wasn’t present on the day of the move Please find two emails I received from [redacted] after he received the Revdex.com complaint I filed, along with other documentationI have also attached the documentation that did not get attached to the original complaint Regards, [redacted]
Move It moved my furniture so I could have my floors refinished while out of town. They damaged my walls, doors and less than 2 year old furniture. Not only were they nearly impossible to deal with, they threatened to take me to court when I refused to pay my balance until they settled my claim. I have never been treated so poorly by a local business. They were rude, unresponsive and horrible to deal with throughout the entire process. Far more concerned about getting paid than doing their job properly and well.
Thank you for getting back to me.
arial, sans-serif;">Yes, I have heard from Move It moving company.
No, I am not satisfied.
They sent me $[redacted] for damages but have not compensated me for the actual damage. I have also requested the insurance claim form they stated I sign onto on moving day that would allow me to recoup 60 cents per lb of damage but they have yet to give me that information.
And on top of all the damage, we now find that they didn't even deliver all of our belongings. They had to store half of our truck in a storage container because they did not bring a big enough truck and a few things did not show up the next day for the move including a bedside table and a garage bin with bird feeders and bird seed, some garden tools, etc.
Thank you for your help.
[redacted]
Dear [redacted] :
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As my documentation shows – I requested a quote for moving on 11/17/14. The move took place on 12/11/14. That is not a short notice move. The move took 6.5 hours – not just over 5 hours.
I said the guys took longer than they needed to do the move. Meaning, they took their time because I wasn’t pushing them. I didn’t really mind if they had been taking extra care. I did tip them because I liked them and thought they had done a good job until I started digging myself out of an entire living room full of boxes. It would be impossible to inspect every item on the day of the move. One of the guys even commented “if you want us to work faster you just have to tell us.” During the moving process I was given examples of how other clients had treated them.
[redacted] has never phoned me – all correspondence was via email. I never complained about Two Men and A Truck. I told them I had an awesome experience with them once and a not so good the second time – I have never had movers damage anything prior to this and never said the other company damaged anything – they just were young guys and moved very slow. There was no phone conversation. Please see phone records. I never called them prior to the day I discovered the damage 12/12/14. I left one voicemail when I found the damage on 12/12/14 and a follow up call on 12/15/14. After the initial voicemail when I was very upset I never called or sent another email that was not respectful and understanding.
The visit to come out and inspect the damages was scheduled by [redacted] on 12/16/14 via email to come out on Thursday, 12/18/14 at 3:30pm. He emailed “do you have time Thursday for me to come by and look at everything.” Again, I NEVER spoke with [redacted] or anyone else on the phone. I left a message on 12/18/14, a few hours after the inspection, to let him know that I may have a possible alternate solution to the mattress issue. I was not rude. I simply told him that I had gone to my old apartment and found that the person I was giving the mattress to had not picked it up yet. I had given him a key to pick it up at his convenience. When I saw it was still there I contacted him to let him know. My offer was to come and get the perfectly good mattress that I was going to give away and exchange it out for the damaged one at my new place. If he would have brought that mattress to me and the tires that were left in the garage I would have called it even. He never returned my call.
I’m not sure why he spent so much time talking about a file cabinet that I am not asking them to fix. It doesn’t matter how expensive or the age of the item – if it doesn’t arrive in the same condition it was in prior to the move – negligence has occurred.
I had to repot the plants because they wouldn’t stand up on their own. They were standing just fine prior to the move. When he came by on 1/6/15, I told him what I had to do and he said “I usually tell people to go out and get what they want and give me the receipts.” He asked me for the receipts.
I sent him an email on 1/6/15 – shortly after he left, and thanked him for coming by and asked if he could come back the next day at 3:15 or after. I also explained I purchased a new mattress but did not demand he reimburse me for the entire amount. He offered to deliver the new mattress that I purchased if there was a charge for delivery. I let him know it was included and thanked him for the offer. The next day, I asked if today was going to work for him because I didn’t receive a response to my 1/6/15 email.
He claimed that “we will put everything behind us next week when I come over.” When he came to repair things on 1/6/15, I expected a final resolution for this issue. Promises to adjust the credit card fees accordingly were promised since 12/15/14. The insurance claim for the mattress had not been initiated and I was tired of asking about the status. I didn’t want to have to do another visit for him to bring his colored crayons out and try and match the bedroom set. I never asked him to fix anything other than what was discussed at the inspection. He did that on his own. I had already fixed many of the items – I’m not sure how he was able to tell which 10% of the damage was his and what was mine since he wasn’t present on the day of the move.
Please find two emails I received from [redacted] after he received the Revdex.com complaint I filed, along with other documentation. I have also attached the documentation that did not get attached to the original complaint.
Regards,
[redacted]
I will refund the amount for the plant materials, and the insurance on the bed, as far as the additional percentage off of 10% I am not going to do that since she was already given the discount prior to the billing. The money for the CC fee will also be refunded.
Thank you for your help.
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Complaint ID # [redacted]
Thank you for bringing this complaint to my attention. I would like to start off with explaining the way this customer approached me about these supposed damages. We took a call from [redacted] on 11/16 and accommodated a short notice move two days later, we fit her into our schedule and made sure she was all taken care of. The two employees who were assigned to the job are my two top foreman for the company as I assured her that she would be in good hands because she gave me a 30 minute story about how a previous moving company "Two Men and a Truck" was a nightmare and that they ruined everything, etc...very similar to her complaint against me oddly enough.
The move went off with out a hitch, I had my morning report from the Foremen he said everything went great, she gave them a tip, bought them lunch etc.. The very next day I woke up to three voice-mails on my phone of her screaming into the phone saying we destroyed everything and she was demanding full reimbursement of all her money, plus damages. She went on to say that she was going to let everyone know how horrible of a company we are, etc...
I called her back ( I just picked up my son from school, which is why she said I had child in tow) and I asked her if I could stop by and check out everything since she was clearly upset and I did not want to let her stew on it anymore. I came to her home and she started pointing out ridiculous things, she pointed to her wall by her stairs and said there was damages to the wall (something brushed up against) but she said she was able to remove it with a magic eraser, we then proceeded to look at two (clearly old, dusty, artificial plants) she said they pulled the plants from the pots during transport and that now they would not stand up straight. When I asked the workers about the plants it is our policy to inform the customers that we can take plants, (real or fake) but that we are not liable for any damages caused to them because they are not boxed. There was no physical damages to the plants when I arrived at the home. We then went to her dining room table (which she disassembled herself before our arrival to the move) she was showing nicks on the legs saying it was caused by us, these nicks were from normal use of the chairs during dining or what ever activities were being done at the table at the time, the table is years old and not anywhere in new condition. We then moved into her office, where she pointed out an inexpensive IKEA wooden file cabinet, when the guys were going to move it he noticed the legs were all loose and he made the customer aware that this was previously damaged, she told the movers that she knew about it already and that she planned on taking it apart at her new home and using wood glue on it. Then in her bedroom she showed me an old mattress that had a tear in the seam of the upper part, although I could not tell whether or not we caused it, I took responsibility for the damage and told her that we would stand by our insurance that she selected prior to the move of $.60/lb of the damaged item. The mattress weighed around 75lbs so she would be credited $45.
Prior to myself going to the home to repair the wood nicks, the customer [redacted] took it upon herself to go out and buy new plant pots, and a new mattress expecting full reimbursement. I was there for over an hour repairing nicks in her furniture, 90% of which were not even brought to my attention I was just trying to go above and beyond and just fix anything I saw while I was there to please the customer. I did not feel we damaged the plants but I told her I would look at the receipts and come up with a solution we can both agree upon. She knows what the insurance rate was and is now asking for full compensation when she signed our insurance of $.60/lb.
[redacted] stated that the movers did not handle her items with care and that we took longer than we were supposed to to finish the move. I was in the Marine Corps for ten years and I hold a high standard towards my employees, we use top of the line equipment, blankets, straps, and lifting harnesses and ensure everything is safely transported. At the end of the move the customer goes around the house, in our moving truck and inspects their belongings and signs off stating there was no damages caused to the homes or the goods. A copy of this invoice is left with each customer. As far as her saying we took longer than we were supposed too, she was given an estimate of 4.5hours, her move took a little over 5 hours, the estimate given is just an estimate and it goes both ways, if it takes less time than quoted then she pays less and vise versa, it clearly states these conditions in the attached contract on each professional quote that customers are given.
And on to the subject of not receiving the 10% from our website. The 10% was already implemented in the price of the quote she received, our normal rates are $100/hour and she was charged $90/hour, she brought this up during the final bill and the foremen explained that the amount was already adjusted and that the price was indeed correct, I do not understand the continued confusion on the subject of the 10% discount. This discount did not need to be extended to her but I gave it to her just to be generous. It usually only applies to those who have a coupon or a color mailer ad from our previous advertisement campaigns.
To sum up everything, she was complaining before the move even took place and continued to complain as the days went by. Everyday something new was found or done to her furniture. I have been in this business for a long time and it is a clear case of someone trying to get a move for free. I went above and beyond what needed to happen to try and rectify the situation but she chose to go behind my back and file a complaint when to my face everything was great, I was fixing her furniture and compensating for damages. She sent me an email yesterday 1/7/15 stating "Can you come today and finish the repairs." I was on another job and a couple hours notice was not an ample amount of time for me to schedule a visit. on 1/6/15 when I was at her home repairing the table she told me she was pretty busy the rest of this week and that Monday 1/12/15 would probably work best. The email was the first I had heard anything from her and stopping my current job wasn't an option right then.
I went above and beyond to be understanding to [redacted] and try to rectify the situation but she just continued to be unruly and do things her own way. There is only so much help I can offer someone who clearly isn't going to be happy no matter the result.
Respectfully,
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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.
Just wanted to follow up with you regarding complaint [redacted]. I filed a credit card dispute and they did rule in my favor and I received the entire amount I was asking for. Also, I was contacted by a partner in the company regarding my complaint. He was unaware of how the business was being run by [redacted] and has since dissolved the partnership. After speaking with [redacted] yesterday, he has offered to send me another $150 towards the damages his company has caused. I told him that I would contact you to see if there was a way to change the status of the complaint to resolved. I won’t receive the check for another 2 weeks but I wanted to inquire.
Thanks.[redacted]
Showed up an hour late and then overcharged my credit card. When called to let them know I was over charged, I was told each time that they would call me back with no response ever.