MVP Moving and Storage LLC

[redacted] -We did provide you with an official estimateThis estimate you referred to as a " new estimate " is the only official estimate provided to you This estimate was signed and dated by you You were fully aware of the possible outcomeYour labor estimate was hrs and you were charged hrswe were only hrs off Your true concerns are with the ferry charge of $per trip The ferry charges are high with commercial vehicles over 15' Again we apologize the total outcome did not come within your budget we apologize for the inconvenienceWe do provide written estimates on every job before we start incase the customer has any rejectionsI provided both the estimate and bill of lading.Thanks [redacted]

Complaint: [redacted] I am rejecting this response because: I couldn't find anything to accept [redacted] called back only once, and yes, this is about my fixed incomeI did not have the money to give to any company who couldn't get closer to their estimate than almost doubleMany companies give estimates, but none would be in business for long if they couldn't get any closer than MPV moving seemed able to doI am done with this company, and yes, I will be [redacted] if I use them againSincerely, [redacted] ***

[redacted] - First off thanks for giving us the opportunity to move you 2 times. The effort of the crew and the communication with the company has to be held for something. After 2 moves and many items located the only problem is a billing issue.Response to the claim: [redacted] Rep of MVP... MOVING- Shipper [redacted] and I had several conversations about the quote - The first initial call about booking for Mid May was a brief 300-500. I made it clear that the ferry charges and ferry wait times are hard to gauge. [redacted] was definitely aware of the ferry being the obstacle. [redacted] and I had 3-4 conversations about the ferry leading up the move. Over the phone estimates are not legible in this industry. [redacted] being a repeat customer and knowing that she has seen how we handle business, there would be no questions about services or price.After the job was completed I received a call from [redacted] about the price. I told [redacted] when I get the paperwork turned in and speak with the crews I will have an answer.I spoke to the crew and evaluated paperwork. There was nothing they said that could've been any faster. The ferry was right on schedule. When I spoke to [redacted] about my research I asked her if the guys looked slow or anything she said no. I told her the only thing I can see is the hourly rate was different than a year ago. The growth of the company and the summer season rates were the reasoning. By that I honor your first hourly rate of $95 and refund $10 per hr worked. I said $75 would be the refund... [redacted] than cursed at me and hung up the phone. I was in total shock of her reaction that I called back several times to just communicate and reason with her. A week went by and I received a call from [redacted] asking me where her $75 refund check was. I said [redacted] you hung up on me. She apologized for her actions and I sent the check.We are truly an honest and upfront with our customer and value the their time and understand how stressful moving can be especially when moving alone. We truly understand..The hard decision on our end is listening to her concerns and why she needs a refund and it only seems like it because of her fixed income. If this issue was brought up before the final payment , I would've authorized to have [redacted] make payments arrangements.

[redacted]-We did provide you with an official estimate. This estimate you referred to as a " new estimate " is the only official estimate provided to you.  This estimate was signed and dated by you.  You were fully aware of the possible outcome. Your labor estimate was 6 hrs and you were charged 7.5 hrs. we were only 1.5 hrs off.  Your true concerns are with the ferry charge of $79 per trip.  The ferry charges are high with commercial vehicles over 15' Again we apologize the total outcome did not come within your budget we apologize for the inconvenience. We do provide written estimates on every job before we start incase the customer has any rejections. I provided both the estimate and bill of lading.Thanks [redacted]

Complaint: [redacted]I am rejecting this response because: I couldn't find anything to accept. [redacted] called back only once, and yes, this is about my fixed income. I did not have the money to give to any company who couldn't get closer to their estimate than almost double. Many companies give estimates, but none would be in business for long if they couldn't get any closer than MPV moving seemed able to do. I am done with this company, and yes, I will be [redacted] if I use them again. Sincerely,[redacted]

[redacted] - First off thanks for giving us the opportunity to move you 2 times.  The effort of the crew and the communication with the company has to be held for something. After 2 moves and many items located the only problem is a billing issue.Response to the claim:[redacted] Rep of MVP...

MOVING- Shipper [redacted] and I had several conversations about the quote - The first initial call about booking for Mid May was a brief 300-500.  I made it clear that the ferry charges and ferry wait times are hard to gauge. [redacted] was definitely aware of the ferry being the obstacle. [redacted] and I had 3-4 conversations about the ferry leading up the move. Over the phone estimates are not legible in this industry.  [redacted] being a repeat customer and knowing that she has seen how we handle business, there would be no questions about services or price.After the job was completed I received a call from [redacted] about the price.  I told [redacted] when I get the paperwork turned in and speak with the crews I will have an answer.I spoke to the crew and evaluated paperwork.  There was nothing they said that could've been any faster.  The ferry was right on schedule. When I spoke to [redacted] about my research I asked her if the guys looked slow or anything she said no. I told her the only thing I can see is the hourly rate was different than a year ago. The growth of the company and the summer season rates were the reasoning. By that I honor your first hourly rate of $95 and refund $10 per hr worked. I said $75 would be the refund... [redacted] than cursed at me and hung up the phone.  I was in total shock of her reaction that I called back several times to just communicate and reason with her.   A week went by and I received a call from [redacted] asking me where her $75 refund check was. I said [redacted] you hung up on me.  She apologized for her actions and I sent the check.We are truly an honest and upfront with our customer and value the their time and understand how stressful moving can be especially when moving alone.  We truly understand..The hard decision on our end is listening to her concerns and why she needs a refund and it only seems like it because of her fixed income. If this issue was brought up before the final payment , I would've authorized to have [redacted]  make payments arrangements.