My Guys Moving and Storage

[redacted] and [redacted] have an open claim with us that we continue to work towards resolution. An inspector with the [redacted] is in contact with them to set up an inspection. We will continue to work with them until the claim is resolved.

Revdex.com spoke with the business on May 26, 2015. The business stated that they have turned the claims over to their insurance company, and the insurance company will be following up with the customer directly on the damaged/missing items.

Review: Moving 1400 sq ft household took over 2 days - has been done before in one day; Short distance move - packing was done for long distance with paper around individual non breakable kitchen items == much time wasted and many boxes..I was not informed that boxes would be charged -- many left at site unused; when questioned, I was told they could only reimburse for half price on wardrobe boxes only -- thus many were overcharged and not refunded. Invoice is impossible to figure how they came to amount charged on credit card....Deposit not deducted (298$) ; Any attempts to clarify or request adjustment were met with "that's how we do business" attitude -- No help at all --Even with taking too much time, articles were left behind , such as rugs,and contents in kitchen drawers. Overall a very unsatisfactory move -- much too slow, too much time in packing, no redemption of boxes that were paid for and not used... Adjustment of minimum of 500$ is requested --and still represents overpayment for a grossly mismanaged and poorly executed service...Desired Settlement: As above, 500$ adjustment in fees paid --overcharged, poor service.

Business

Response:

[redacted] move was completed over two days. The first day was dedicated to packing, and four men spent 7.25 hours packing boxes with [redacted] belongings. The second day was dedicated to moving her out of her origin home and into her destination home. The second day our guys spend 12.25 hours moving. A detailed bill of lading was completed which included all of the charges, and it was completed correctly - and therefore not changed when it underwent a routine audit after the move. A breakdown of charges are as follows, taken straight from the aforementioned bill of lading:Day 1 labor, 7.25 hrs at $149 per hour for 4 men - $1080.25Day 1 travel charge - $149Day 1 fuel surcharge - $35Packing materials - $785Day 2 labor, 12.25 hrs at $149 per hour - $1825.25Day 2 travel charge - $149Day 2 fuel surcharge - $35TOTAL - $4058.50Deposit - ($298)Balance due - $3760.50The balance due of $3760.50 was charged to [redacted] over two charges - the first representing day 1 for a total of $1751.25 and the second for day 2 of $2009.25.I am sorry that [redacted] believes the men wasted time packing her belongings with too great a care, but the fact that no claim was filed on this move speaks to the quality of our packers. We teach our men to take the exact amount of care with our customers' belongings that she witnessed for a reason, and that reason is that our customers judge our company and our employees on the care in handling they take. As for the time of the move, our men were out there working for 12.25 hours to move [redacted] and that is all she paid for. I do not feel willing at this time to discount this move as I have no reason to believe anything out-of-the-ordinary took place. Thank you.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Just want to say thank you to [redacted], they did my move on July 14. When they came in they introduced themselves first. They were very professional and worked well as a team to get the job done.

Review: With the exception of four pieces of furniture, nothing else in the entire truck was covered wrapped or covered with blankets and/or shrink wrapping, as we were told it would be. This resulted in nearly $3,000 worth of our furniture/belongings being damaged.The movers left four SUV loads of our personal items at our previous location. We understand estimates are for planning purposes, but given we had two separate individuals provide estimates on our house, and given we were forthright with every detail of our belongings, we felt it was drastically unprofessional to force us, in the end, to move four SUV loads of our belongings ourselves (what did we actually pay for?) and now have to pay for cleaning products and replacement furniture that is not scraped up, chipped, dented, gouged, or missing paint. Further, we had to stay at our previous location an extra three hours because the initial truck was too small. We explained as the estimate was being done what size truck we used to move into the house, and how much furniture we purchased since then - this may have helped in the end.Every single box was clearly marked with the floor and room it needed to go. We were told prior to agreeing to their services that the movers would place the items where indicated. Over half of the items ended up on the wrong floors, leaving us to spend hours (if not days) sorting through the different boxes and carrying them to their appropriate locations. We asked multiple times for the boxes to be placed on the appropriate floors, and were repeatedly ignored.We followed the Claim Policy as established by the company and submitted all forms and documentation. We were repeatedly told by the assistant that we would hear back, but after two months and several reminder emails/phone calls, we have not received a single response from the company regarding our claims.Desired Settlement: Full refund of the money paid for the service. Since we ended up taking several trips ourselves and were required to move the boxes ourselves (since they were not placed in the right locations), I fail to see how the company delivered on what it was contractually liable to.

Business

Response:

This had been sent to the wrong My Guys Moving and Storage office. This move was handled out of the Lynchburg office not Richmond. Please remove from My Guys Richmond's record. Thanks

Consumer

Response:

Review: [redacted]I am rejecting this response because: The complaint was specific to the Central Virginia branch of My Guys Moving Company. The address for this location is 1415 Kemper Street, Lynchburg, VA. They can be reached at ###-###-####. My point of contact has been [redacted]) Regards,[redacted]

Business

Response:

We did an on site estimate for Mr. [redacted] prior to his move, and came to an agreement on the price for moving his items. The day we showed up to do his move, Mr. [redacted] added items to the move that he did not disclose to us at the time of his estimate. We added a cargo van to his move at no extra charge to Mr. [redacted]. We have a long paper trail of e-mails going back and forth from our office to Mr. [redacted] regarding his insurance claim with our company. We came to a settlement agreement with Mr. [redacted], that he agreed upon accepting. A settlement check has been issued to Mr. [redacted]. We now consider this matter to be settled to Mr. [redacted] satisfaction due to the fact that he agreed upon the settlement. Thanks,[redacted]

Review: On January 30th of 2015 we contracted with My guys moving and storage to move us into our new home. We sold our old home in 11 days and had to move into an apartment while our new home was being constructed. My Guys moved our items into their long term storage for 4 months. When we scheduled for delivery they came out and moved our items in. After inspection of our items many of the pieces of furniture were damaged. To make matters worse they lost 18 items that were in their care at the long term storage. When we brought it to their attention they put the responsibility back on us to give them item numbers, which they had on the same paper work left for us after delivery. They wanted to see if we would say anything about the items or just brush it under the rug. They sent an appraiser out to inspect the damage, and said we would get a report, now over a month later we have not gotten the report, nor the items they have lost. I have sent multiple e-mails to [redacted], their Chief Administrator office with no reply back. It looks I am going to have to take legal action against them. I would NOT use them nor would I recommend them to anyone.Desired Settlement: I want compensation for the Damages as well as compensation for the lost items, at replacement value.

Business

Response:

I am unable to respond to this complaint since the customer is threatening a lawsuit. We have a contract that he signed and we are willing to follow the terms of that contract. We would like to settle this out of court if possible.In the mean time we are looking all through our storage containers to see if we can find any "lost" items. We continue to communicate with customer and hope we can reach resolution.

Business

Response:

Revdex.com spoke with the business on May 26, 2015. The business stated that they have turned the claims over to their insurance company, and the insurance company will be following up with the customer directly on the damaged/missing items.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The main reason is the information they supplied you is invalid. They claim to be paying me for the damages, and have turned the lost items over to their insurance provider.. The information supplied to you is false.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: We hired these movers for a local move. When they. Came for the walk through, he was very nice. Great as well when confirming move details. One of the movers was grumbling the whole time about the job. I called the office to complain while they were still here. They just said that was him and that he was a great worker. We did not feel the same. We have a huge sofa that did not fit. I understand that. They tried to get it in all door. They banged up all the door frames. I know that the damage was done by them, we had the house painted the week before. They also scratched up the hardware floor. I sent pictures to the office and never heard back. They also sent me a survey and I filled all this in and never heard back from the comments that I made.Desired Settlement: I wanted a complaint on file, so other people would know and be careful. I never got an apology. I would also love for them to help fix it. I paid $3000 the week before for painting

Business

Response:

Review: I hired this company to move our stuff from 2 storage units 1 mile into our new home (all on one level). 3 guys showed up but only 2 of them did any work; the driver basically complained about working. I ended up having to move much of the stuff myself and, because I was paying by the hour, had them just put all of the packed boxes in my garage and I moved them myself. They also left the doors open and lights on in the storage shed.I had hired a different company 1 month earlier to move me out of my old home and into the storage units. They had much more work to do in packing and loading into the storage units and they had to move the stuff further (10 miles as opposed to 1 mile). Yet they did it much faster (2 hours faster) and for $300.00 less. I called and complained and asked for the owner but was given the run around. In the end, they said they would refund me $100.00 and $100.00 off my next move with them which I will never do.They are unprofessional, do poor work, and the owner is apparently only interested in taking money and not satisfying customers. I used them based on a recommendation from a friend; hearing my story he regrets his recommendation and neither of us will ever recommend them again.Desired Settlement: Since only 2 of the 3 "guys" worked, I would like to be refunded 1/3 of what I paid--approximately $312.00.

Business

Response:

I am contacting you to respond to a complaint that was posted on the Revdex.com Business review. After speaking to the customer and investigating the issues in his move, the services were rendered as said in contract as well as the customer paying the movers a tip for the job well done. Since the customer did not feel our movers worked fast enough or to his standards, we did exactly what he asked and refunded him for the amount he desired. We are a very professional team and like to keep our customers happy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Complaint is resolved.Regards,[redacted]

Review: The group of people who moved my belongings began with informing me that a $50.00 to $150.00 tip per mover was expected.

Upon bringing a large object into my home one of the movers asked if he may remove the wood strip on the door in order to have clearance. I'd seen this done cleanly before and agreed. He proceeded to tear the moulding out, splintering it and gouging into the finer wood work with tools. He caused over $200.00 worth of damage which I'd photographed. I then filed a damage report with the company.

I'd hired a contractor to repair and included his invoice for the work in my mailings so that they may see the total costs.

I was told that I'd responded too late, beyond the two week window they allow and thus rendering this case inactive. There were many letters mailed through the post office, emails sent and telephone calls made on my end in order to find a solution. The staff at my guys were elusive at best and I have not seen a solution.

I would simply like to file a report for unfair business practice. I'm not expecting a settlement at this time. In closing I find their business practice to be one where the ease of initial money intake is quick, however they do not follow through in settlements once damage has been incurred by them. = Dishonest.Desired Settlement: I would like for others who may hire these people to know what standards (or lack thereof) this buisness holds.

Business

Response:

[redacted],

It took me a little while to find your paperwork because I didn't realize this was a move done in August of 2013. I am sorry to hear that you feel you experienced difficulties during your move. We have reviewed our policy with regards to tipping numerous times between last year and now and the crew chief of your move is no longer with us.

With regards to your claim I do see where you submitted it outside of the 7 days the contract allows, and that it was under the $[redacted] deductible that your contract included. However, I also see where in spite of those two disqualifying factors, and that you contracted for work to be done to repair the damage you claim occurred during your move (which our claim form specifically warns against doing) we offered you a settlement of [redacted], or $**. Unfortunately, it does not appear you ever responded to us either accepting or rejecting the settlement offer. This offer is still open, even though you are not specifically seeking a settlement.

The final communication I see between our company and yourself is a letter we sent to you on October 29, 2013.

Again, I am sorry for the inconvenience you experienced during your move but I want to ensure that we are on the same page as to what occurred. Thank you for your time and consideration.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] is correct that the last recorded contact was on 10/29/13, however prior to that I'd been writing letters to the claims inspector named [redacted]. After having recieved a letter which was signed by her suggesting to the settlement of [redacted]. Upon reciept of the said letter I telephoned the company in order to speak directly to [redacted]. My call was to deny the settlement which I felt was insulting and to inform the company of the poor standards the movers were setting as representatives for the company. I was then informed by [redacted] that I had in fact not been corresponding with her, but instead with [redacted], as he made a common practice of falsely representing himself via letter correspondence. I then reviewd all of my concerns and made clear the refusal of the settlement. My position is that the damage was done, and that it needed to be paid in the full amount which I'd paid to for the repair. At this point I'd spent much time in communications, and with this new information as to the fact that [redacted] had misrepresented himself as another individual my impression was that this matter was not going to be solved in a satisfactory manner. My goal in this report is to inform the Revdex.com, who as a former business owner I have utmost respect for, that My Guys Moving company handles business in a very dishonest manner. Basing the business practices of course on how I would handle the situation if it were me, and that if this were my business I would have been appalled that someone of my employ had damaged property and would have immediately sent a check to cover repairs. In closing, I simply want authorities to be aware of this individual's business practices.

Sincerely,

[redacted]

Review: I used this company to move my belongings around the end of December 2013 - it took roughly 4 hours total including the 1 hour of travel time

This time there were less items to move (no mattress and box spring, no Christmas items (4 storage totes), less clothes and boxes). The items to be moved were a couch, chest, ottoman, tv stand, two chairs, 2 end tables, two small plant stands, 2 night stands, a chest of drawers, a dresser and approximately 3 storage totes, and about 15-18 boxes total. - It took 7 hours to move these items including the one hour of drive time (included in total hours). - This is ridiculous.

When the movers arrived, they had an elevator reserved to use the move along with the elevator key- when they would take a load of items down, they would be gone for almost 20-30min before they would return. A few times, I thought I should go check on them to make sure everything was okay.

At one point during the move, one of the movers was loading my items onto an elevator that was not reserved for the move and did not have proper covering - he was holding the door open with a box and this set off the elevator alarm. We told him that the [redacted] on the [redacted] security does not allow items to be moved if the elevator is not covered and he removed the box holding the elevator, the doors closed and my items disappeared and he had to keep pressing the button hoping the elevator would return with my items. This is completely unprofessional!

It took them over three hours to remove the items from my condo. The last item to be moved was a dining table and 4 chairs that I was getting rid of and one of the movers said he wanted it. My boyfriend and I actually moved the table and chairs to the elevator ourselves to try to save time - and we removed the blue mat to protect the floors. - I hired movers because I am pregnant and should not be lifting heavy items (this is not the only time through the course of this move I carried items to speed up the process)

The dining table and chairs were by the truck and needed to be loaded around 11:40am - my boyfriend and I left around 11:45am to drive to the move destination in Rockville . I gave the driver directions and told him to call me if he had questions. Again, all that was left was to load the table and chairs and then they were finished and I wasn't keeping these items.

At approximately 12:29pm I get a call from the movers saying they are coming off the exit and ask for specific directions (approximately 5.5 miles away). I give him directions, he calls me at 1:14pm and is lost, he calls me again at 1:36pm to make sure he is on the correct road.

Around 1:45 to 1:54pm they actually show up to start unloading the items - it took them over two hours to drive what should take 30-45 minutes.

When the driver pulls up, I ask him to make sure he stays off the grass and he is rude and says something to the effect of "the truck is so big and he can only do so much" - we've had other moving trucks here and not had a problem.

The house has hardwood floors and they did not put anything down - my boyfriend had to ask them to put mats down. And they only put one down which only covered the entry way and not the stairs.

Also, my boyfriend said something to the movers about how long it was taking and the mover said to me that it takes time to load everything to make sure it will not shift in transit - well, when they opened the truck, boxes had fallen and busted open and my items were in the back of the truck and they had to pick them up and repack them. Not one mover said anything to me about it.

Items were to be moved either into the house or to the garage - I actually carried items upstairs in the garage to try and move the process along, I also had them stack most items in the foyer/opening of the house to save time and money since they were taking so long knowing I would have to move them later. Again, I hired movers because I am pregnant and yet, I am continuing to carry the boxes upstairs to put items away.

The movers finished unloading the truck around 2:45pm, although the mover in charge put 2:30pm on the form. He called numerous people because he did not know how to calculate the final charges. This took an additional 40 minutes; I was sitting outside the whole time waiting for the total and could overhear all of the confusion about calculating the total. When he finally brought the competed sheet over to me around 3:25pm, he said as if doing me a favor, "I put the end time at 2:30pm." And I thought, well I shouldn't have to pay for the additional time it took you to calculate the move total and not to mention this is the worst and most ridiculous move I have ever witnessed. He also was unable to adequately explain to me the exact total.

Before the movers left, I had to remind them to remove the blue mat they put down. I actually moved the mat because when I said it to them they all looked at me as if they were not going to come and get it. I had to walk it over the them at the truck.

After the movers left, I went into the garage to see how they placed the boxes etc. and I discovered that they did not carry items upstairs in the garage as they were asked to do. So now, I will have to carry these items upstairs....Again, I hired movers because I am pregnant and should not be lifting heavy items. I have pictures of boxes/items not carried upstairs in garage. The pictures show the items left at the bottom of the stairs and the items they carried upstairs showing they knew to carry the items upstairs in the garage, but chose place them at the bottom of the stairs...I'm assuming because they were tired?? Again, this is unacceptable.

Overall, they moved very slowly. One of the movers had a bad knee and could not walk very well. I felt bad for him. Another mover actually stared out of the windows like he was enjoying the views; he did this at both the condo and house. I did not agree to pay for time wasted checking out the scenery. Honestly, this was one of the most unprofessional moves I have ever witnessed. I felt bad for the movers because it did not appear they were properly trained and did not have a clear leader within their team. They were also sent to complete the move with a truck that was far too large for my move which also ate away at time.

There is absolutely no way it is feasible to pay over $1,000 to move a one bedroom condo that wasn't even fully furnished 30 minutes to a new location. I could've arranged a pack and move for that price or less.

I sent the above email to My Guys Moving and Storage and it was weeks before I heard anything and I had to contact them to receive any response. The only thing they offered was to give me a $100.00 refund. I paid $139.00 an hour and the move took at least two hours longer than it should to move a one bedroom condo with minimal furniture. 8 hours for a one-bedroom condo move 30 minutes to the new location is ridiculous and this company does not want to honor it's commitment it claims on their website.Desired Settlement: I would like to be refunded $417.00 (139.00 hourly rate times 3 hours)this is the price of 3 hours or moving that I feel I overpaid for the move.

Business

Response:

[redacted] has made us aware of her concerns regarding her move with us and we totally understand where she is coming from. I believe this complaint is copied and pasted from an email she sent us a little while ago.

In an ideal world, two moves of the same amount of items, weight, cubic feet, number of rooms, etc. would take the exact same amount of time to complete. However, it is impossible to compare one move to the next, even when it is the same set of belongings. There are too many variables - the different carrying distances, the temperature, the crew, the truck, and so on - making each move unique. That is why we charge, on most of our local moves, by the hour. The final total is calculated based on how long it takes the guys to get to the customer's origin and finish up at the customer's destination. This allows flexibility for our customers in deciding what they want to move, if they want any extra stops - anything of that nature. In addition, any discussion we have with our customers after the fact regarding how long their move took begins with the times they signed for at the top of their bill of lading. We, the office staff, were not a part of their move and we can't speak to why their move took as long as it did, only that they initialed that our guys started moving them at this time and stopped at this other time and that the difference between those two times is what they paid for.

Specifically with regards to [redacted]'s complaints, we have had this discussion before. I do not need a detailed schedule two months after the move to tell me how long her move took. Three men were out there for six hours, from 8:30am to 2:30pm. These are the times that [redacted] initialed on her bill of lading. However, because of her valid concerns and the inconvenience she feels with her move, we offered her 10% off of her move, or $100. She feels this is insufficient to address her complaints, and while I understand why she feels this way, we cannot charge her the previous move's price for a completely separate move. Each move is individual in it's make-up, and each move is charged based on how long that move took, not how long a move 7 months previous took.

I'm sorry we are unable to come up with a number that is enough to satisfy her, but if the numerous emails sent back and forth were sufficient to arrive at that conclusion I'm not sure what more we can do here.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What [redacted] fails to address in his response is his lack of communication in response to my initial email in July or addressing the fact it took the movers about 2 hours to drive roughly 40 minutes. I based part of my refund I believe is reasonable on paying for time the movers were doing who knows what, moving. He does not address the lack of experience, the fact they did not cover the floors or banisters as stated as part of the moving service according to the company's website, the fact the movers did not place the items where they were directed and I had I move boxes while pregnant which is why I hired movers in the first place, the slow pace and lack of training of moving and packing items in the truck, the inability of the crew leader to adequately calculate the total of the move before leaving, and the fact I did not request this move cost the same as my previous move. It is common sense to compare two moves when far less items were moved this time and the fact he amount of time was so grossly different. I would think a stable and productive moving company would be able to provide comparable service again and again.

Thank you,

Business

Response:

The business called and said that he would be willing to speak with the customer directly to attempt to work with her about the inconvenience. No claim form has been received concerning any damages caused from the move.

Review: My Guys Moving were hired via their website to move my furniture. This was for a flat fee. The contract was never explained. They damaged my refrigerator, table, walls and hardwood floor at my new location. I have submitted a claim form and get no response. I have to call every time to [redacted]. He claims he mails me information but never get it. I sent him damage pictures along with costs to repair. Now he claims he is going to have his inspector come out to see damages. I asked for the names and qualification but again no response. He is claiming we agreed to a $500 deductible and I know his inspector will miraculously find damages less than the deductible. In addition, his drivers continued to press us for an additional $100/person for delivery for the three men. We felt we had no obligation but to pay it. This was never discussed at the time we entered into the agreement. The movers got tired and refused to take items to the appropriate location in the house. I have been dealing with this since Oct 22 but to no resolution.Desired Settlement: Please issue me a check for $1300-less the supposed deductible so I can be done with this.

Business

Response:

[redacted] and [redacted] have an open claim with us that we continue to work towards resolution. An inspector with the [redacted] is in contact with them to set up an inspection. We will continue to work with them until the claim is resolved.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I want to see what their inspector says before I consider this resolved.

Regards,

I scheduled help to move and the service was great and money well spent they move everything quickly and with no damage to any of my merchandise and take direction very well as to where to place things and friendly as well.

Review: We hired this company to move our household goods from [redacted] to [redacted] Va on 8/23, 8/24. During the move, they damaged our furniture and various parts of our house (hole in wall, dings on goors, chipped brick on front steps etc. They asked us to take pictures and send them which we did and we also showed the movers. They then asked us to wait 30 days while they processed our claim. When I followed up exactly 30 days later, on 9/23 I got the runaround till I became more forceful and they agreed to refund us $300 to repair the damage. Its been 3 weeks now and the check has been in the process of being sent out since then.Desired Settlement: Check for what they agreed to reimburse us.

Business

Response:

We have handled the complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Extensive damage to property (brand new house) and furniture during a recent move. Management refuses to adequately compensate or make repairs. This company did send out an estimator to write a report about the damages, however the company refuses to release this document to me for viewing.I received an estimate from the builder of the house for repair of damages, which totaled $1180.00. I do not have an estimate for repair of the damaged furniture, however multiple items were damaged, which I estimate to be around $500.00If I do not receive adequate compensation for damages, this matter will be taken to small claims court.Desired Settlement: Monetary compensation so the repairs can be completed.

Business

Response:

While our guys were performing [redacted]'s move, she asked them to move items in a way that they thought might cause damage to the items or her property. Because of this they had her sign a waiver, waiving them and My Guys Moving from liability in the event that damage did, in fact, occur. It did. After the move, [redacted] returned a claim form to us, we sent out an inspector, and we accepted liability on the items claimed that were not previously waived. At this point we applied her $500 deductible (all of this is on her contract, which she received a copy of beforehand, she reviewed before the move began and received another copy of after the move) to the remaining damages. These remaining damages totaled $350, and we closed the claim.

We are sorry that damage occurred during the course of [redacted] move because we never want anything to be damaged. However, our guys are not superhuman and if they are asked to move an item or items in a manner they consider unsafe to the item or property we instruct them to tell the customer their concerns, and if the customer still wishes them to move the item in such a manner after having been warned, to get a waiver signed. Damage may very well occur. The risk at that point is on the customer.

Thank you.

Review: 27 Mar 2013: My Guys Moving (MGM) gave us a price over the phone of $400 to have experienced movers load our household good into a freight trailer. MGM said 1 of the men on the crew we would get has 30+ yrs experience.25 Apr 2013: MGM sent a 3-man crew to load our belongings into the trailer. The experience of the 3 men ranged from a few months to 2 years. This relatively-inexperienced crew failed to load things (freezer, table saw, etc.) that, in their words, "wouldn't fit" into the trailer. They took 8.5 hours and did a poor job. Their unprofessional and slow work is understandable due to their lack of experience. This is not the service MGM told us we would get.26 Apr 2013: After we complained MGM sent a second crew ([redacted] & [redacted]) to look at the loading job of the first crew. They agreed the job needed to be redone and made an appointment to unload and reload the trailer on 29 Apr.29 Apr 2013: [redacted] & [redacted] unloaded and reloaded the freight trailer. In addition, they loaded the freezer, table saw, and many more things into the trailer that the first crew said wouldnt fit. [redacted] & [redacted] worked professionally and quickly. Total time was 3.5 hours.We are dissatisfied with the work of the first crew. We are satisfied with the work of the second crew. We paid $1225.50 for the first crew (8.5 hrs for a 3 man crew at $129/hr + a $129 trip fee). Charges for the second crew would be $400.50 (3.5 hrs for a 2 man crew at $89 + an $89 trip fee). We are satisfied with the work of the second crew and want to pay the $400.50. We are not satisfied with work of the first crew and feel cheated out of $825 ($1225.50 minus $400.50).Desired Settlement: A fair settlement to me would be a refund of $825. This is the difference between what we paid for the work of inexperienced crew and what we would have paid for the work of the experienced crew. A refund of $825 would mean that we will have paid what MGM originally told us the job would cost.

Business

Response:

We were contacted by Ms. [redacted] for labor, to load items from two storage units onto our truck, and take it to her home and load it onto an Old Dominion trailer. We gave her an hourly rate, verbally, over the phone, which she agreed to and paid a $100.00 deposit. We then e-mailed her a confirmation letter, in writing, that had our pricing and terms. We sent three movers for this job, at a rate of $129.00 per hour for labor, with a two hour minimum, and a trip fee of $129.00. These three movers worked for 8.5 hours, for a job total of $I,225.50. Ms. [redacted] was present for the job our movers did. She watched and asked questions, and gave input, the entire time our movers were there. She also added items from her home that were not on the original list of items. She provided the movers with pizza for lunch, and complimented them on their hard work and a job well done upon completion. The movers sent for this job are professionally trained, and packed the trailer in a manner to ensure a safe, expedient move.

Ms. [redacted] called us back, after the trailer was packed to inform us that she was not happy with the way in which it was done. She stated that she was more concerned about the packing per linear foot, versus the safe and secure packing of her possessions because she was being charged for the trailer by the linear foot. In an effort to resolve the complaint, we sent a second crew of movers, at no additional charge to Ms. [redacted]'s home to repack the trailer, more evenly per linear foot at her request. The second crew was comprised of two movers, who worked for three hours and forty-five minutes to unload, and re-load the last twelve feet of the trailer. The price for the additional crew would have been $129.00 per hour, for 3.75 hours, with a $129.00 trip fee for a total of $612.75. Upon completion of the second packing of the trailer, Ms. [redacted] stated that she was happy with the crew that we sent out, the work they did and that she was satisfied with the job. Our office spoke to Ms. [redacted] after the second pack job was completed to ensure her satisfaction. She ensured our office that she was very pleased with the second crew of movers that we sent out, and that the job was at that point completed to her satisfaction.

Ms. [redacted] provided our company with her credit card information, and signed the authorization form allowing us to charge her credit card.

We feel that our company went above and beyond what was agreed upon by both parties, and should be paid, at the very least what the original contract amount was for. A sum of $1,225.50,

minus the $100.00 deposit would bring Ms. [redacted]'s total to $1,125.50.

Ms.[redacted] is disputing the amount of $825.00, which gives us a payment of $400.00. This

amount covers just over two hours of labor for our movers, and is unacceptable.

Thank you,

Greg Sloan, Owner

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. Sloan is correct about a few things. My Guys Moving (MGM) and we agreed to MGM loading items from 2 storage units into an MGM truck and transferring the items into an Old Dominion freight trailer. We agreed to the rate of $129 per hour for a 3-man crew plus the $129 trip fee. We agreed to, and paid, the $100 deposit. The 3-man crew worked 8.5 hours for a job total of $1,225.50. Ms. [redacted] was present for the job. She watched, asked questions, and gave input. She also provided pizza.

Mr. Sloan is not correct about other things. There was no original list. MGM and the [redacted]s agreed that MGM would transfer the items from the storage units into their truck and then transfer the items from their truck into the freight trailer that was parked at our house. MGM and the [redacted]s agreed that MGM would also load household goods from our house into the freight trailer too. There was no specific itemized list. She did compliment the 3-man crew on their hard work but, make no mistake; she did not compliment them on a job well done upon completion. Hard work is not the same as a job well done. The work of the 3-man crew was NOT well done. They ignored some of Mrs. [redacted]’s input and they disagreed with her suggestions. A month before our job MGM promised Mrs. [redacted] there would be a man with 30+ years’ experience on the crew we’d get. We did NOT get the guy with 30 years’ experience we were promised. He was at another job moving [redacted] store inventory with the other experienced loaders. So were all the MGM trucks. The 3-man crew showed up for our move in a rented truck, NOT an MGM truck. The fact that it was a rented truck indicates that all the MGM trucks were on other jobs. The work of the 3-man crew was, and is, unacceptable.

After Mrs. [redacted] complained to MGM [redacted] and [redacted] came, looked inside the freight trailer, and said the loading job needed to be redone.

[redacted] and [redacted] returned and redid the job. The 2-man crew of [redacted] and [redacted] unloaded the freight trailer, reloaded the freight trailer, and loaded many more of our household goods into the freight trailer that the inexperienced 3-man crew said would not fit. The work of the 2-man crew was, and is, acceptable.

In Mr. Sloan’s response to the Revdex.com he stated the price for the additional (that is, the 2-man) crew would have been $129 per hour with a $129 trip fee. This contradicts what Mrs. [redacted] was told by MGM office staff over the phone. The quoted hourly rates Mrs. [redacted] got from MGM were $89 for a 2-man crew and $129 for a 3-man crew. MGM told Mrs. [redacted] that the trip fees were also $89 and $129 respectively.

Payment for the good work of the 2-man would amount to $400.50 ($89/hr X 3.5 hrs + $89 trip fee). This is the amount the MGM office staff estimated the job would be over the phone during conversations before we paid the $100 deposit. This is the amount we feel obligated to pay. As mentioned by Mr. Sloan we are happy with the second crew MGM sent out.

We are NOT happy with the work of the first crew. The second crew did all the work of the first crew plus more. The second crew was able to fit many more of our household goods into the freight trailer and they did it in several fewer man-hours. The second crew had the experience we were promised we’d get the first time. The first crew did not have the experience and it showed. Why would Mr. Sloan want us to pay for poor work? It makes no sense at any level.

The company did NOT go above and beyond. Sending a second crew to “mop up” after the first crew is NOT “above and beyond.” It is simply fixing a mistake. Fixing a mistake is minimal effort.

Mr. Sloan was also incorrect when he stated, “$1,225.50, minus the $100.00 deposit would bring Ms. [redacted]'s total to $1,125.50. We paid the $100 deposit plus $1125.50 for a total of $1225.50.

We are disputing the $825 as stated by Mr. Sloan. However, his statement about “a payment of $400” covering “just over two hours of labor for our movers, and is unacceptable” is inaccurate. The $400.50 that we want to pay covers the full $89 hourly rate for the 2-man crew plus the $89 trip fee. The amount we want to pay is for the good work of second MGM crew. What is unacceptable is the poor work of the first crew. We don't want to pay for a mistake. We want to pay for the good work.

Is this so hard for Mr. Sloan to understand?

Business

Response:

We were giving a list of items that needed to be loaded over the phone when Mrs. [redacted] called to book her move. She gave us an itemized list of [redacted]thing we were moving from the storage units as well as [redacted]thing in her home that we would be loading on to her freight trailer. Our guys listened to [redacted]thing she requested us to do. We also sent one of our guys with 30+ years of experience. Mrs. [redacted] stated that our guys with 30+ years of experience were doing another move for [redacted] store inventory, our company is My Guys Moving not sure where she got that information from. She also stated that we showed up in a rental truck which was correct due to one of our trucks needing maintenance that day. Once she called and complained that she was not happy with the job we did, she also stated she was being charged by linear foot, so she wanted our guys to pack [redacted]thing as tight as possible. We then sent her 2 more guys FREE of charge which was [redacted] and [redacted] and [redacted] never stated that the job needed to be redone. The first crew we sent out had to go to a storage facility first to load 2 of her storage units and bring them back to her location, which she did not calculate into the price were she states 2 guys for $89.00/hour and a $89.00 trip fee. This is what our second crew should have cost Mrs. [redacted] with the 2 guy crew we sent. She also says it took us 3.5 hours for the 2 guys; actually we were there for 4 hours and 15 minutes. Our 3 guys crew took 8.5 hours at a rate of $129.00/hour and a trip fee of $129.00 which made her balance $1,225.50 – $100.00 deposit she paid = $1,125.50. She is wrong were she stated the second crew did more work than the first crew. The second crew did not have to go to the storage facility to load 2 storage units, not sure how they did more work that our first crew that work 8.5 hours. She is correct where she said that the second crew took half the time as the first crew, again the first crew had to load 2 storage units before proceeded to load her fright trailer. We feel that we do not owe Mrs. [redacted] anything, we sent a second crew out there for free that cost us $467.25. Leaving her with a total balance of $1,225.50 that she paid for our first crew to load [redacted]thing from 2 storage units on our truck then go to her location and unload our truck into her fright trailer then load her household goods.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. Sloan’s statement: “We were giving a list of items that needed to be loaded over the phone when Mrs. [redacted] called to book her move. She gave us an itemized list of [redacted]thing we were moving from the storage units as well as [redacted]thing in her home that we would be loading on to her freight trailer. Our guys listened to [redacted]thing she requested us to do.”

Reality: Over the phone Mrs. [redacted] told the My Guys office staff the rooms and categories of items that needed to be packed into the freight trailer. It was not an itemized list. The “itemization” came when the first crew showed up on 25 Apr 2013. When they arrived she walked through the house with them and pointed out specifically and exactly what items needed to be loaded onto the freight trailer.

Mr. Sloan’s statement: “We also sent one of our guys with 30+ years of experience.”

Reality: The total experience of the guys on the first crew, combined, was less than 3 years. How can we claim that? Here’s how. Mr. [redacted] asked them how much moving experience they had. Their answers ranged from a few months to 2 years. Also, the oldest-looking guy on that first crew appeared to be in his early 30s. For him to have 30+ years’ experience moving, packing, and loading, he would have had to start that experience when he was 2 or 3 years old. Thirty years earlier the guys on the first crew may have been packing and loading their diapers, but they were not packing and loading freight trailers. We understand why the first crew would do a substandard job. They didn’t have the experience. Unless either [redacted] or [redacted] (of the follow up crew that did great work fixing the mistakes of the first crew) has 30+ years of experience, then My Guys Moving NEVER, EVER sent anyone with 30+ years’ moving experience to the house!

Mr. Sloan statement: “Mrs. [redacted] stated that our guys with 30+ years of experience were doing another move for [redacted] store inventory, our company is My Guys Moving not sure where she got that information from.”

Reality: The guys on the first crew are the source of the information. We don’t make stuff up. The same guys that told us they had between “a few months” and “2 years” of moving experience also said that the My Guys Moving guy with 30+ years’ experience was on a [redacted] store inventory job. They explained that My Guys Moving was taking inventory from the (then soon-to-be-closed) [redacted] store in Lynchburg’s River Ridge Mall to the [redacted] Store (that subsequently opened) on Timberlake Avenue (also in Lynchburg).

Mr. Sloan statement: “She also stated that we showed up in a rental truck which was correct due to one of our trucks needing maintenance that day.”

Reality: A My Guys Moving truck may have been in the repair shop that first day (25 Apr 2014). We can’t dispute that because we don’t know. But we unequivocally state that the guys on the 3-man crew said that they showed up in a rented truck because the other trucks were on the [redacted] job.

Mr. Sloan statement: “Once she called and complained that she was not happy with the job we did, she also stated she was being charged by linear foot, so she wanted our guys to pack [redacted]thing as tight as possible.”

Reality: When Mrs. [redacted] complained to the office on 26 Apr 2013, it was not the first time that My Guys was told “by linear foot.” Mrs. [redacted] explained, early and often, to the first crew that we were being charged by the linear foot (by the freight company) for our household goods in the freight trailer. She told the first crew several times to pack things high, to the roof if possible. They didn’t (and we have photos…lots of photos…that show it). So much for “Our guys listened to [redacted]thing she requested us to do.” Riiiiiiiiiiiight.

Mr. Sloan statement: “We then sent her 2 more guys FREE of charge which was [redacted] and [redacted].”

Reality: This one is actually true. [redacted] and [redacted] were great. They had the professionalism and experience that the first crew lacked. The [redacted]s want to pay for the work of [redacted] and [redacted] and [redacted] fixed the mistakes and the poor job of the first crew. The [redacted]s do NOT want to pay for the inexperience and mistakes of the rookie crew. It’s that simple. This is our whole point.

Mr. Sloan statement: “[redacted] and [redacted] never stated that the job needed to be redone.”

Reality: C’mon…really? After saying the loading job needed to be redone, [redacted] and [redacted] actually, get this, UNLOADED & RELOADED THE FREIGHT TRAILER. If the job didn’t need to be redone, then why would they redo it? We repeat, [redacted] and [redacted] said the job needed to be done…and they redid the job.

Mr. Sloan statement: “The first crew we sent out had to go to a storage facility first to load 2 of her storage units and bring them back to her location, which she did not calculate into the price were she states 2 guys for $89.00/hour and a $89.00 trip fee. This is what our second crew should have cost Mrs. [redacted] with the 2 guy crew we sent.

Reality: It is true that, on the way to the house, the first crew loaded goods from the storage unit into the rented truck. At the house they backed the truck up to the freight trailer and walked the goods from the truck into the freight trailer. This may be a bit more work than bringing household goods directly from the house to the freight trailer. But it’s no more work than completely unloading the freight trailer onto the street and reloading it properly (high, to the roof), which is what [redacted] & [redacted] did. They redid the job well that the first crew did poorly.

Mr. Sloan statement: “She also says it took us 3.5 hours for the 2 guys; actually we were there for 4 hours and 15 minutes.”

Reality: Mrs. [redacted] was there, right along [redacted] and [redacted] the whole time. She clocked them. From the time they arrived until the time they left 3.5 hours had elapsed.

Mr. Sloan statement: “Our 3 guys crew took 8.5 hours at a rate of $129.00/hour and a trip fee of $129.00 which made her balance $1,225.50 – $100.00 deposit she paid = $1,125.50.”

Reality: This one is true. We paid a $100 deposit to secure the date (and the guy with 30+ years’ experience that the office said we would get). Then when the crew (with less than 3 years’ combined experience) had finished their second-rate loading job we paid them $1125.50 for the hours they were on the job.

Shame on us for paying for the poor work of the first crew. We were baited and switched and we paid for it. Again, shame on us. We stewed about it that night and Mrs. [redacted] phoned the office the next day.

Mr. Sloan statement: “She is wrong were she stated the second crew did more work than the first crew. The second crew did not have to go to the storage facility to load 2 storage units, not sure how they did more work that our first crew that work 8.5 hours. She is correct where she said that the second crew took half the time as the first crew, again the first crew had to load 2 storage units before proceeded to load her fright trailer.”

Reality: The second crew did not have to go to the storage unit. True. However, the storage unit is between My Guys Moving and the house. It is on the way to the house. No extra mileage for the first crew. We state that the second crew of [redacted] & [redacted] did more work than the first crew because, not only did they unload the freight trailer and reload it properly and professionally, they loaded MANY more things (see our previous statements) into the trailer that the first crew said wouldn’t fit. It did fit when it was loaded properly and professionally. “It doesn’t fit” is the inexperience of the first crew talking. The first crew did an unacceptable job. WE HAVE PHOTOS! Do you want to see photos of the freight trailer loaded only waist-deep (after Mrs. [redacted] repeatedly, consistently, and frequently told the first crew to load it high, to the ceiling, because the freight company was charging us by the linear foot)? Compare the “It doesn’t fit” statement and the results (i.e., photos) of the inexperienced crew to the results of the second crew. [redacted] and [redacted] had no “it doesn’t fit” excuses. Instead they professionally loaded [redacted]thing we needed loaded into the freight trailer. The second crew accomplished more in 3.5 hours than the first crew did in 8.5 hours because they are experienced and professional. “The proof is in the pudding.” We have the “pudding” (i.e., photos).

Mr. Sloan statement: “We feel that we do not owe Mrs. [redacted] anything, we sent a second crew out there for free that cost us $467.25. Leaving her with a total balance of $1,225.50 that she paid for our first crew to load [redacted]thing from 2 storage units on our truck then go to her location and unload our truck into her fright trailer then load her household goods.”

Reality: If My Guys Moving had, as promised by the office, sent the guy with 30+ years’ experience, then we would not be arguing. If [redacted] and [redacted] had been the first crew, then there would be no issue. Why do we say there would be no argument and there would be no issue? The answer is simple and it is this: If either of these things had been done by My Guys Moving, and they could have done either, then the job would have been done right. But, instead, they sent their most-experienced people to do the [redacted] job and they sent the leftovers to our job (Mr. Sloan should know by now that we got this information FROM HIS EMPLOYEES. We don’t make stuff up. The statements that we said came from his employees actually came from his employees.) We could go around and around with this “He said/they said” stuff forever. As long as Mr. Sloan claims things that just aren’t true, then this issue will never be resolved.

Had the first crew done the job right, then there would have been no need to send out [redacted] & [redacted] to redo the job. We WANT TO PAY for the professional and good work of [redacted] and [redacted]. We don’t want to pay for the poor work of the first crew. Is customer service and good customer relations hard to understand? It is if one lives in “Fantasyland” or if one likes the almighty dollar more than one likes doing excellent work and pleasing customers.

If My Guys can send an experienced crew to do the equivalent work, and even more work, and do it better and in less time than it can send an inexperienced crew to do poor work, then why insist on charging the customer for the poor work? [redacted] and [redacted] actually did more work, and did it better and in less time than the inexperienced crew. This is what we want to pay for.

We WANT to pay for the good, professional, and quick work of [redacted] and [redacted]. They loaded many more of our household goods into the freight trailer than the first crew. They loaded those many more goods into the trailer in five fewer linear feet than the first crew…and in half the time. We don’t want to pay for the inexperience, slowness, and mistakes of the first crew. There is a difference between poor work and quality work. That difference comes from experience. The first crew didn’t have it and it showed (again, we have photos if you want to see them). The second crew had it. Defending the poor work of a rookie crew is not customer service. Sending a second crew to clean up after a first crew is not “above and beyond.” It is not “the extra mile.” It is the price a business owner or manager should expect to pay after a poorly done first try.

What is so hard to understand?

Regards,

Robert [redacted]

Review: .Hired this moving company and Nancy was the long distance moving specialist. She asked me questions as what they would be moving, pieces of furniture, number of boxes and so on. . . She estimates it to be 3000 pounds but over estimated as a guaranteed price of 4000 pounds and we also wanted added insurance which would give us $30,000 if something happened to our things. She asked for a $200 a deposit and mailed me a contract.. the day before the move I called her to find out when the movers were coming and she asked me for the payment.She told me I could give her a credit card and they can return the extra money if it was less money or I could pay another way. We told her we would pay cash. She told me her driver would take the money. It was 1765 that we gave them in cash. Upon entering our home 2 hours late thr movers complained as to how things were packed and told me Nancy should have done a visual survey of our things. So the driver called his manager Raymond and I was told the drivers were going to repack our things, charging us for boxes and packing. I told the manager they could leave, that I wasn't going to pay for anything extra. He then told me "we will get it done..no worries. Midnight that night the driver tells is they can't fit all of things and we have to leave some stuff but then got permission to get 2nd truck and we were reassured that all of our things would arrive with no additional charge to us. When we arrived in NJ we were told Nancy refused to dispatch the second truck and we were lied too. We were told to give more money because our load was more then 4000 pounds. They would not deliver our things and yelled and cursed at us. Stephanie, Raymond, Nancy and David T[redacted] promised us our delivery and told us our stuff was insured. Then treated our stuff as ransom threatened us to trash it unless they were paid more money in cash. They told us our contract was void. They broke our things, many things. We paid them in cash upfront.Desired Settlement: Our things our sitting in a home which is about to go under foreclosure because our stuff never made it to NJ. My toddlers things mostly, her clothes, food, highchair and stroller not to mention other important things. We want the moving company to honor the contract and their original word and pick up our things from [redacted] and deliver them safely to our new address in NJ at no additional cost as promised.

We also want to be able to file a claim for our broken things as promised through the insurance we initially purchased. We have already asked the president David T[redacted] to do this and he declined. He demanded more money for a NJ delivery or delivery back to the place of origin which is a home under foreclosure. We want them to recognize that their employee made some mistakes in her guaranteed price and honor it and make this right. Or we will assume it is a bait and switch and they never intended on honoring any thing from the very beginning.

Business

Response:

Mr. [redacted] I am sorry we have had so many issues with your

move. We failed to do our jobs properly and get the appropriate paperwork

signed. If we had we would be charging you the appropriate amount for services

rendered and you would have your belongings. We have had an internal discussion

and we will not let this happen again. Because of this error you got 5800# with

packing moved at a 4000# move only price. The price for your move should have

been $4308.66, you paid $1982.54. Again because we do not have the proper

paperwork there is no recourse for us on this loss; and since the paperwork was

not signed we have no obligation to deliver your overflow.So we have an overflow in our warehouse. Again since we have

no paperwork (read contract) we will not move the overflow. We are offering you

three solutions:1. have another mover come to our dock and they can get your

items. We will not charge anything to you for this realizing we are losing revenue

on pick up and storage fees.2. We will move the items back to your townhouse. Again we

will charge you nothing to do this. We will again absorb the loss of our pick

up and redelivery charges.3. We haul the items to you. In order to do this we will

need a signed contract before we move anything and we will need to be paid in

full before we start. Your cost for this is $1457.23. By doing this we will still

be losing $870 on your move, but to make this happen we are willing to take

this loss.I will be sure we have the proper systems in place so we do

not allow a move to occur without a signed contract. This is the second time

this has happened in 3 years. It will not happen again. We have lost $1738 so

far on your move (the difference between 4000# we estimated on the phone at the

5800# we actually moved.) My preference is to do no additional business with

you and have you get another mover to handle the rest of your belongings. All communication

from and to me must be in writing as I find another method to be too open

misinterpretation. Again, I apologize that we did not properly execute this

contract, but this is where we are. Please inform us as to your wishes and we

will handle it as quickly as we can.Dave T[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I reject their response as all they did was send me the same exact letter that they sent us in March regarding our things. Still trying to get money out of us and still our things are broken and sit in Virginia. They didn't even take the time to type a new letter, that's how much they care. Please respond with what I do next. I really hope you drop their grade, this company robbed us. Thank you

Review: Company provided an estimate for a full service move. They said the estimate should be way over and the actually should be lower. It was for one day to pack and delivery next morning. After one two days packing and late delivery all items were not included and they still charged double the estimate to my credit card with out details on charges provided. I called the office several times over during these days with no response. There was no unpacking as it was so late when the delivery was made. It should not cost double because their estimate was incorrect.

I still need to hire another moving company to move the rest that was left behind .Desired Settlement: I would like a refund for the difference in the estimate and what they actually charged.

Business

Response:

Revdex.com spoke with [redacted] business. The customer’s estimate first said that there were only three rooms, a kitchen, and a living room. When the business got there was an additional room, 2 walk in closets, and a garage

The customer is provided with the weight amount before they are able to charge the card. They have to let them know the amount of increase because the charge is done but if the customer does not state all of the items the price will go up once the weight increases.

The customer is based out of state so the estimate is base off of what they are told up front but if the business is not provided with all of items up front the estimate increases.

She was not charged double she was only charged an additional 1,000 more than the original quote.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

An estimator is standard procedure. I told the person that although there were only 3 rooms with furniture the other rooms had a significant amount of items as well as all rooms having walk in closets that were completely full. I repeated this several times abs was reassured the estimate would be an over estimate. We have a 2800 square foot house not including sheds and the garage that was full. The square footage was never asked. It is not my expertise to know the weight of my items. We left several boxes as well as items at the house which will now need to me moved by another moving company. The amount charged to the credit card was not the quoted amount nor did they provide a calculation of this amounts in writing prior to charging it. Also, the packers should not have left before finishing nor loading. This left us a whole day behind schedule as we had to wait for them to return the next day with an additional guy to help. I called 2 times to try and verify they were sending enough boxes and men for this large of a job. I also try calling several times during the move to get a supervisor or someone to help with the obvious error or their estimates. It's not right that you quote an amount but can get away with charging another, through no fault of the customer.

Business

Response:

Revdex.com spoke with [redacted] from the business. The customer’s estimate was done over the phone with the business through their phone survey. This is the business and the customer verbally going through the home to list what is going and what is not. That information is then put on a cube sheet to determine that amount of cubic feet of items and the pounds. Their standard formula is 7 pounds per cube. This was only an estimate and more things were moved then original mentioned.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

there is no offer listed

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: The owner did the evaluation of our home, estimating 8 hours and 1 truck. When the truck arrived, I asked if they were sure they had a big enough truck, to which I was assured it was big enough. About 3 hours in, all work stopped while the crew tried to rearrange the truck in an effort to fit all of the contents. After a little over an hour, they conceded defeat and called to inform My Guys that they didn't have enough room.We were told they wouldn't send another truck, so we would have to take another trip. I called My Guys and spoke with [redacted]. At that time, [redacted] expressed her concern and said she would call the owner about the issue, particularly because he did our estimate. She called back and informed me that the owner said he remembered speaking to my wife and that he told her we would definitely need two trucks, but she told him we were on a budget and would only accept 1 truck (it's $69 for another truck, the total quote was $1800... what sort of 1800 budget doesn't have room for $69). I told her I had trouble believing my very easy going wife refused to pay $69, said we were on a budget, or that she would argue with a moving professional when she herself is not in the business. But I called her anyway. My wife proceeded to explain her side. The person doing the estimate (the business owner) told her we would fit everything in 1 truck, no problem. She expressed her concern and asked if he was sure (our house was 4300 sqft). He confirmed that it wouldn't be an issue to fit it all on one truck. I called again and [redacted] again expressed her sympathy and said before we were charged, we would speak tomorrow to discuss the billing and make sure everyone agreed. I accepted and let them finish the move. At the end of the move, the movers told gave me the bill for $1400 for 7.75 hours of time.Today, [redacted] told me they would take 1 hour off the total bill, even though they wasted over 2.5 hours of time. Stating that they finished under the quoted time and that was the best they would do.Desired Settlement: I believe I should be refunded the additional 1.5 hours of wasted time and would like to be compensated for the additional 1/2 day I had to take off work. The total requested refund I would like is $430.00. $192 for my 4 hours out of work and $238 for the additional 1.5 hours of time they billed me while driving.They also broke a $50 bookcase, but that wasn't mentioned prior to this request.

Business

Response:

[redacted],

Our owner went out and did an in-home estimate for this customer. During the in-home estimate, he mentioned that it was possible that the move could spill over onto two trucks, but that the guys would simply make two trips, and the customer would not be charged for the time they spent in between the origin and destination locations during their second trip. This is common practice for us – it simulates having two trucks without the added expense of actually having another truck. The customer is only responsible for the extra time that the movers spend actually moving their goods.

The estimate that was given to the customer was for 8 hours, plus the hour travel time and the fuel surcharge. After having seen an estimate for 8 hours, the customer booked their move at an estimated total of $1,456. This was just an estimate and could have gone over or under. It was not represented as a guaranteed price.

We came out day of and completed the move. It took a total of 7 hours and 45 minutes, even with some confusion between the office and the men on the job. We sent another truck out to try to get the overflow at no extra cost to the customer. Because of bad cell coverage between the office and the driver and customer there was some confusion about who was getting what, but in the end all of his belongings were moved that he wanted moved.The customer called us the day after with some complaints about how the move went, and so to appease him we took an hour off of his move, for a total refund of $159.

It is fine if the customer thinks that his move should have taken less time. He is fully within his rights to disagree with the total time, and in an attempt to reconcile the difference between the actual time and his concerns we gave him $159 back. But at the end of the day, we employ professional movers who spend every day moving household goods. He came in under estimate. But he wants to pay even less because of how long he thinks it should have taken, in spite of an estimate that was almost exact.

Taking off of work is part of moving, and the customer should always anticipate being engaged the entire day.

We have done all we can and will for this customer, and we believe we have been more than fair. We will not offer any more money in this case.

Chief Administrative Officer

My Guys Moving & Storage

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

At a minimum, I feel the company should have honored what their employee promised over the phone. Specifically, that we would not be charged for any of the travel time for the movers to go back to our old house and the travel time to bring everything to the new house. That time, as indicated on the phone, was a minimum of 1.5 hours as it was 45 minutes of travel each way. I'm not counting the time the movers took to stop for gas, food and drink in that 1.5 hours.

I also find the response that they came in under their estimate to be completely unacceptable. My wife and I spent countless hours consolidating 3 of our 4 floors onto the primary floor and in the front room, for ease of loading/unloading. Their estimator had no idea we were going to take those steps. Every item in our house, except for the largest of the items, were RIGHT by the front door that the movers used to access the house.

I don't imagine the integrity I've encountered so far will allow for them to consider all of the facts in this response, however we continued the move based on the word of their employee ([redacted]) and I feel that they should uphold what she said and remove at an absolute minimum, another .5 hours from our invoice.

Not sure if the Revdex.com needs to know or cares, but I am also filing a complaint with the SCC today.

Regards,

I used My Guys moving & storage in July 2014 to move & store my household. Staff was very courteous & quick. Rates for storage were very reasonable. However, many pieces of furniture was scratched or broken. Loss the top of the brass bed and loss a moving dolly we had. I contacted this company asking them to check the warehouse but they said it was not there. I suspect the warehouse personnel created a lot of this damage & loss.
Price to move me was very good but you get what you pay for.

Review: I received what I felt to be substandard service. I left a fair review on multiple sites. I often do this, whether positive or negative, for numerous services. I was contacted by the office through social media (publicly) rebutting what I said. Not a big deal. However, I also was sent an email (privately) offering me $50 to remove the negative reviews.Desired Settlement: This is bribery and should not be a standard practice for a legitimate business.

Business

Response:

Ms [redacted], I

do apologize that you felt like [redacted] "copped and attitude" upon

scheduling your move. Also, being that we did your move on Saturday and

did not process the payment until Monday, there was already a two day delay.

When we arrived to the office Monday and received your email asking

"is there anyway to delay the final payment of $148 to Friday" (a

delayed payment of 6 days), it was followed by your comment "JUST THOUGHT

I'D ASK."

[redacted] is

very detail oriented and does her best to capture the necessary data -- NO

ASSUMING. This is our effort to provide a better experience for your move

when we ask for spellings of customer names, street names, email addresses,

contact numbers and other detailed information about the furniture needing

moved to make sure we are bringing proper tools and equipment to do the work. [redacted]

also gives a full disclosure of payment terms for our services. All this

is covered both verbally and stated in our confirmation email on the day of

taking a deposit and scheduling a move. This has been our policy and

terms since our doors opened for business and I'm sure this was your experience

in your previous moves with us. Again, [redacted] simply replied to your

email with the terms agreed to. Again, your email was "just thought

I'd ask". In the past, we have worked with customers on delayed payments

as well as breaking down a large bill into monthly payments in an effort to

work together. This requires involvement and approval by upper

management. We are a small company that take on expenses to do a move --

fuel, Insurance, payroll, supplies, etc and we do our best to meet our

obligations at the same time working with customer payments as needed.

We are very

sensitive of a customers budget! We can move only the heavy items and

leave the smaller items so that we are off the clock as quick as possible or we

can pack kitchen cabinets, linen closets, break down beds and tables and then

unpack / set up the furniture at the new destination. It's as little or

as much as the customer's budget allows. Also, large items moved in do

not necessarily move out the same way -- going up is one technique and going

down is a different technique. Our crews take all necessary precautions

to protect items being moved, protect the property (walls, floors, etc) and for

the safety of the crew. Our crews do the best job at the quickest pace

possible with these precautions taken into account.

A move can be

a very stressful time and we try our best to keep our customers satisfied thru

the entire event -- start to finish. All this being said, I'm sorry about

the situation we are in together. We would like to make an effort to earn

your approval in this situation, earn your future business and positive

recommendations.

Business

Response:

The offer of $50 refund was our attempt to satisfy the customer complaint that she thought the guys spent to long getting furniture down a winding stair case. We also asked that with her acceptance of the refund, that she would post on her on-line reviews that our moving company rectified the her complaint and that she would leave a positive review or remove the complaint. NOT bribery -- CUSTOMER SERVICE!!!!

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They submitted the response to a [redacted] complaint. Not the private email that was sent. I have attached a screenshot of that, as well as the photos of the damaged antique record player that I inherited from my grandmother.

Regards,

Business

Response:

I apologize that you had a bad experience with My Guys Moving. I also apologize that we have to receive payment at the time our services were completed. I sincerely apologize if I had any type of attitude or demeanor towards you when booking your move. I was not meaning to come off in any type of way. We also never knew about any damages until I just read your review about our company. We would like to work this out with you if you willing to give us a chance. I would like to hear as to what all happen and how we can fix this for you. We want you to be a happy satisfied customer and still continue to use us in the future. Please let us know what My Guys Moving can do for you to make you happy again.