Movers 4 Less, Inc.

Initial Business Response /* (1000, 11, 2016/10/31) */
I apologize that *** feels he did not get the service he felt he deservedWe strive to make sure every customer is happy
By *** own admission multiple times in this complaint he signed a waiver stating we DO NOT
assemble/dissamble particle board or press board furnitureAll his children's furniture was made out of this materialIm sorry he felt that wasn't made clear during the estimateUnfortunately moving can be stressful and things can be forgotten that was said to him seeing that he got multiple quotes so Im sure he simply forgot BUT that is why the driver made it clear to him at beginning of move and also explained when he reviewed insurance options and also made clear when he signed the waiver (THATS TIMES ALONE ON MOVE DAY IT WAS EXPLAINED TO HIM) There was no pressureIf so he could have called and asked to speak to managementThat NEVER occurredNot onceWe apologize that the particle board headboard broke during the move but it wasn't do to our negligence but rather the pressboard material is very flimsy and easily breakable (broken when we lifted it)that is why we have the waiver and insurance does not cover particle boardSAME WAIVER HE SIGNED
To disconnect the washer and dryer there is a feeduring walkthrough *** said he would do itWhen that changes and he wanted us to he didn't want to pay the fee and he did it himselfThats fine we moved it and there was no issues and again NO COMPLAINTS from *** until todayWe unloaded the washer and dryerAs happens in most apartments you have to first connect washer and then once connected there is enough room to place dryer in*** didn't connect washer by the time we finished and told us to place dryer in kitchen because there was NO OTHER place to put dryer because his place was jammed packed seeing he moved from a bedroom house to a bedroom apartmentAnd its not like we place the dryer just whereverThe washer and dryer room was connected to kitchen
We explained payment and how it workedActually the ONLY time *** called management was to make sure that payment goes the way the driver told himWe confirmed thatTo suggest that he was told truck door don't open before payment is simply not true25% of truck was unloaded before *** finally paid driver
At the end of move there was a dispute regarding the couch***'s wife starting raising her voice and yelling and overtalking the driver*** himself was trying to tell her to stop so that way we could address the dispute at handShe stated that we broke her kids bed and won't put it back togetherDriver then told them that they signed a waiver and that they have known from day one we don't assemble/diassamble particle board and that the headboard didn't break because of usshe became angryAs *** admits in his complaint it felt it was BS and that we were "rambling on" so he treated the driver with disrespect and wouldn't listen to a word he had to say
*** became frustrated with company policy that he was aware of but also signed forms stating he was aware of (he admits to this) and told movers to leaveWhen explained that we still needed to put his kitchen table back together he said forget it and to please leaveThey respected his wishes and left
Its unfortunate that *** chooses to use the word "shady"Nothing we did in this process would suggest thatBy his own admission he knew of the policy, agreed to the policy, signed the policy and never called to complainOn the move day alone he was told # TIMES about the policy and he NEVER once called and complainedTo suggest he was forced to sign it is completely and if he felt that he could have reached out to the office and speak to management at any pointWe have received ZERO phone calls from him that day regarding that BUT he did call to confirm how payment should goOne would think if he was forced he would have mentioned it then or any other time over the next hours
You signed a waiver knowing we didn't disassemble/assemble particle boardAs a result we didn'tAs a result you did itNow you want to ask us to pay you for your timeWe can't do thatWe made it clear at the estimate meeting, walkthrough, and during the move
The headboard was made out of particle board and easily broken (hence waiver and why insurance companies don't cover it) and the piece was broken in the process of lifting the piece and it being loosely taken apart (pressboard is not meant to be put together and taken apart and put back togetherto flimsy) and not because of our negligenceBecause we are were not negligence and the waiver you signed and we will not be able to pay for that either
::
Initial Consumer Rebuttal /* (3000, 13, 2016/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me first start by saying that I am not seeking any compensation for the broken kids bed or the time it took to disassemble thoseYes I signed the waiver, but I only did it because I had no other choiceI wasn't going to leave them behind
But now they are insulting my intelligence and memory about what they told me at the estimate*** did not say once anything about the kids beds being particle board and can not be transported when they quoted meI am pretty sure I would have remembered that since I would have not gone with this companymoving on
I was never told there would be a fee for unhooking and re-hooking a washer and dryerThis is the first time I'm hearing about thisagain at quote day, *** said they will take care of EVERYTHINGtalk about advertisingAnd at the destination there was space to just put the washer and dryer in their space, you just had to put in one before the otherand my place was not jam packedhalf of the furniture was just stored in the garage making their unloading easier
I was told I will need to put my bed together, which was their job
At no point in time did my wife raise her voice at ***, he was the one who raised his voice on her and made fun of her accentthis is the point where I had to ask him to leave respectfullyI wasn't trying to tell my wife to be quiet as they were saying, I would never do that and to suggest that even is over the line rude and offensive, but this he was acting likeI just had enough of his mockery and his BS and had to ask him to leave so he doesn't try to do something that would hurt my family
The response above makes it seem like there was more than mover at that pointonce the last piece of furniture was off the truck, the mover was dismissed and only *** stayedHe said we are done here man and wanted to shake and goHe had no intention of putting the table together nor the couch
I stand by my words about this companyThey keep bringing up the waiver and how I signed it and admit to itwhat do you expect really people to do in this situation at moving day when everything is set to go and we had to leave that dayjust leave the furniture behind and buy new ones at the destination?
why wasn't the waiver presented at the time of the quote and was given at moving day?
why wasn't the washer dryer hooking/unhooking fee presented at the time of the quote?
why was I not told that you don't put couches back together at the time of the quote?
why was I not told that you don't put beds together at the time of the quote, and I'm talking about the king bed, not the particle board ones?
So you can keep twisting this the way you wantIn the end you said you would do something and you did something elseI was told to speak to management, and I was given ***'s numberThe actual mover at the destination who was rude, disrespected me and my wife and my kidsI am not sure if he is the manager or owner of the company, but I was not ready to talk to him after what happened
Final Business Response /* (4000, 15, 2016/11/02) */
The customer clearly has decided to fabricate information (mocking of his wife accent, suggesting his family was in danger, that he didn't ask his wife to stop raising her voice, and that we didn't tell him we still needed to do his kitchen table before we leave) which makes this process very difficult in resolvingWe can undertsanf if he feels we didn't communicate certain things to him but to intentionally state information of things that did not happen is unacceptable and we will not tolerate it
We wish the family the best but we will no longer take part in this process or have any further communication with them until they admit that those things were a flat out false

we have discussed this matter with customer We performed is move He never spoke of any damages to anything There is NO SUCH thing as "padding the floors" and also damage based on "excessive weight to dolly" is not a thing either seeing the dollies are on wheels
Its impossible for wheels made of rubber to cause damage. ALSO customer signed paperwork that his move was done and there was no damage to home or propertyA month later after his move he calls and says we cause damage because his previous landlord is clearly accusing him of damage We explained that we are sorry his landlord seems to be taking advantage of them unfortunately we can't take responsibility for damage we did not commit. We've been very clear that we did not cause damage and that he signed paperwork saying there was no damage to anything and that coming back around a month after the move was done and saying we did does not change that This is a matter between him and his old landlord

Initial Business Response /* (1000, 5, 2016/05/30) */
We apologize that [redacted] was not satisfied and we always try to have every customer walk away happy. Unfortunately [redacted] was not gonna allow that to happen. [redacted] is correct that she has not received here payment of $40 for the broken light...

bulb , which we take full responsibility for, but that is because the phone number she gave us and put on the paperwork is no longer in service (i can provide proof of her signed paperwork with a different number then provided in this complaint).
[redacted] was given a quote of 4 hours for her move... she signed this quote... her move took 2 hours and 45 min. So her move actually went faster then we estimated so to suggest we stalled and wasted time is false. What [redacted] is not stating is that she was scheduled for a 9 am move but she herself didn't show up till 9:30 (not the 15 minutes she says). She became upset when she was told she would be charged for 1/2 hour. [redacted] felt she knew how long her move should be (2 hours) and when we explained that her move would have nearly been 2 hours if she wasn't 30 minutes late she didn't care and was still bothered.
In regards to the ramp being swept off we cleaned everything up before we left and this complaint only came about when she didn't get a price break.
In regards to the cabinets this is completely false and misleading by [redacted]. [redacted] asked us to mover her cabinets the day before we move everything else. She was told this would be considered two different moves and so would have to pay as if it was two different moves and after scheduling with us she called a couple days later (complained that it shouldn't be charged as two different moves) and cancelled and said she would rent a van and do it herself. Then when the guys loaded her up she tried to have them go get cabinets. The driver explained it was not on paperwork and they could do it but there would be a "extra stop fee" and [redacted] lied and said it was all part of the move. We have NEVER in 5 years not done a "extra stop fee" if someone has a extra stop.
Again [redacted] is not being upfront about the receipt. We were willing to accommodate her receipt request and she was told she could have that and to just come by our office seeing we moved her into the same office building we are in. BUT she was asked to move back out by the management within days of moving in and as a result she never came back by for her receipt.
I understand that [redacted] is not happy but to suggest she got "horrible service" is simply false. [redacted] can't schedule for 9 but show up at 9:30 and then just expect us not to charge you even though we were there on time ready to work. [redacted] also can't expect us to waive fees for extra stops because she doesn't want to pay for them. I have a copy of the ESTIMATE OF CHARGES where we clearly state what we will be doing and how much it will cost and that she SIGNED it and no where does it mention a additional stop or address or a fee for it.
We are responsible for the light bulb and we apologize for that and we will contact her at the new phone above and get her that $40 and we will also set up a time for her to get a new reciept.
Initial Consumer Rebuttal /* (3000, 12, 2016/06/15) */
The company contacted me several days after the complaint was filed, stated I was requesting $40, which I had not. There wasn't agreed upon funds. We had agreed twice on the replacement of the bulb. Period. They claimed I was asking for $40, which I had stated was an approximate cost if the bulb. They then said they were offering $40 to replace the bulb broken. Those funds have not been received as of today at the PO Box address given to the business. In addition, they lied about what happened that day of the movers since the owner wasn't there for the move, they aren't sure exactly what happened. My arrival was 18 min late to the move as I was living out of town, camping in winter. It was what it was. I knew I'd have to pay for that time and did so way more than financially. They then did a little "payback" dumping the ground up drywall on the ground. It was so fine and the quantity so much, it took even more time for the to clean it up than my late arrival. I was watching the clock. I paid for both the time I was late and their "payback" of dumping the ground up drywall and the subsequent clean up. Where the equity in that? Plus, no bulb, no replacement or funds either. They failed to complete the job we agreed to and move the cabinets needed for storage at the new business location,which caused serious storage issues there. The workers stated an additional charge in excess of the typical second fuel cost or charge, which was going to add like almost $200 plus the nearly 45 min I paid for my late arrival and their "payback". Then, it took those workers nearly twice as long to unload the van on that day than it took to load it. Hummmmm..... Unloading, they just brought in stacks of items within unpacking. Should have been faster, but no. Stalling. Sounds liken issue with the entire business. Stalling.
Final Business Response /* (4000, 16, 2016/06/27) */
We have gone out of our way to settle this matter with [redacted]. She has has unfortunately gone out of her way to make this situation as complicated as possible.
1) She agrees to a settlement of $40 then changes her phone number and after being told to leave from the office we moved her in to thus it made it impossible to find her to give her the payment.
2) She files a bogus complaint with you guys (Revdex.com) and then agrees to the $40 settlement again. But privately is calling and texting us complaining and again making the process of settling this matter very difficult.
3) [redacted] continues to suggest that the $40 was not a agreement between her and us but rather forced upon her which is COMPLETELY FALSE. We have both written statements and voicemails from her stating that she is totally fine with $40 for the bulb.
4) She refuses to follow our protocol on settling claims. She believes she can dictate how the process will go and if we down do it the way she wants she continues to re-open this complaint and state things that are COMPLETELY FALSE.
We made it clear that we would settle this matter for $40 with [redacted] but she has chosen to not settle this matter but to only make things more chaotic and complicated. As a result we will be settling this matter based on the insurance option she chose and not for $40 and move on from this situation.::

I am rejecting this response because:  I don't recall ever signing anything saying there were no damages and the movers themselves informed me of damages to our furnishings.  The "padding" that doesn't exist was actually placed on the floor initially but removed sometime after we went to the destination address.  The padding is required because, even though the dollies do have rubber wheels, they are HARD rubber and with items that are heavy can apparently  leave marks on hardwood floors.  When the move was complete we remained at the destination and the origin was uninhabited for about 2 weeks until the landlord inspected it.  We are presently waiting for estimates on repairs from our landlord.  If there is a doc I signed waiving any damages please send it...as I said I have no recall of signing anything like that.