My Guys Moving & Storage Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please be advised we are in receipt of this complaint While we disagree with the complainant regarding the response and dialogue going back and forth, we will assign the claim to our insurance company to contact the complainant so we can attempt to make repairs as necessary to close the file
I have instructed janni in our claims department to forward all documentation regarding the move to our insurance provider so they may contact the customer and move forward with the claim dispute and resolutionThanks you,
*** ***

The reason four guys showed up was because Ruben and his crew had a four-man job after the [redacted]’s move. The customer was told that the fourth man could wait in the truck or help, but either way they would only be charged for 3 men. See signed Final Invoice/Bill of Lading...

[See attached]. The customer was happy with the move and gave all the guys tips which they gave to the fourth guy. The customer wrote on Job Completion Checklist, “Ruben and his team were fantastic. Excellent move that exceeded expectations!” [See attached]. The damage claim for the hardwood was denied because it was located in the kitchen, and the crew never went in that room. They were told to put all kitchen items in the dining room. Additionally, the blue in the picture looks like a pre-existing condition [See attached]. Finally, the customer has disputed the credit card charge and the company has not been paid.

No items were listed as damaged, broken or missing on the Move Completion Checklist. Please see attached PDF. In the comments, it was stated, "Fantastic Crew!!  They were the best."  As for being "overcharged for time," the Bill of Lading showed a start time of 8:00am, but the...

customer says it was 8:30am. The company’s claims process requires a signed release to issue any form of payment, but in the spirit of conciliation, the $145 refund has been approved without requiring a signed release to close this complaint.

Dear [redacted]:
On the Local Moving Invoice Uniform Bill of Lading
(paperwork attached), the customer opted for the free valuation coverage that
carries a $500 deductible. Based on the estimate by [redacted] Restoration, the
repair would’ve cost $320 which falls below the $500 deductible. As a gesture of good will, the sales rep from My Guys Moving
paid the customer $137 (check image available on request) when they agreed to split repair estimate of $275. The case was closed by the insurance adjuster. Please let me know if there is anything you'd like me to provide.
Sincerely,Brendan B[redacted]My Guys Moving & Storage, Inc.[redacted]Sterling, VA [redacted]

Dear [redacted],We apologize for the lack of response to your initial complaint. We’re not sure where the communication broke down on our end.To resolve these issues, please contact the appropriate company:Carpet Cleaning > My Guys Moving & StoragePlease...

submit your carpet cleaning receipts to our customer care representative, [redacted], at [redacted]@myguysmoving.com.Damaged Lamp > [redacted]Use your account number [redacted] to file a damage claim for your [redacted] lamp with [redacted], long distance carrier, online at [redacted]
Once again, we apologize for the delayed response and subsequent inconvenience.Sincerely,Brendan B[redacted]My Guys Moving & Storage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Date: Mon, Jul 25, 2016 at 9:45 AMSubject: Resubmitting pictures for [redacted]To: [redacted] B[redacted] <[redacted]>, [redacted]I am rejecting the offer because:They have offered no resolution.  They only said they did not get these pictures.  I emailed these three exact pictures to [redacted] on June 10.  Once again. I am not disputing the fact that the movers moved us efficiently, I am disputing the fact that they caused damage to our hardwoods and a wall and wont take responsibility.  We saw the damage five minutes after the movers left.  It was when we walked back into the house after saying goodbye to the movers.  I immediately called My Guys and spoke to Allen and reported the damage.  He then passed me on to [redacted].  
Regards,
[redacted]

We conduct over 6000 moves per year.  This is the first time this complaint has been raised in the 30,000 plus moves we have conducted over the past 5 years.  An error was made in this case, and the offending employee was written up and the personnel file was noted.  Also, the offending employee is on probation for a 90 day period, and will terminated if there is any recurrence of this nature.
Respectfully,
Joe R[redacted]

An error was made in the calculation of charges and the person auditing the order charged the extra $30.00 to the card   The card charged was refunded $30.00 yesterday, the credit card number has been deleted from the customer file.  We now consider this matter...

closed.
If you have any questions, please feel free to contact me.
Respectfully,
Joe R[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Through email communication, the company has promised us $500 in exchange for no negative comments toward their company and a resolved Revdex.com complaint.  While we do not feel that the amount is sufficient given our experience with them, we would like to put this experience behind us and will accept the $500 offer.  If we do not receive payment in a timely fashion, I will resubmit a complaint.
Thank you so much for all of your assistance with this matter.  The company was not willing to do anything for us until we filed a complaint, so we appreciate the Revdex.com.
Regards,
[redacted]/[redacted]

Dear Revdex.com,
We did our best to please this
customer. The original estimate did...

not request a full pack (see attached
paperwork for boxes requested vs. boxes used). The crew had no way of knowing to
bring that many boxes. There was a miscommunication on the crib box and the
number of wardrobe boxes. We apologized for the inconvenience, and once the
oversight was realized, a box delivery was made in time to not hinder the
movers. A second truck was provided at no additional cost. The crew leader
conducted a final walk-through with the homeowner who instructed him to leave behind
certain items. The second truck had plenty of room for the items that were left
behind. After the move was completed, a review was conducted after a complaint
was received. Upon learning that items were left behind, the CEO offered to
transport the items to Pennsylvania at no charge. The homeowner then informed
the company that the remaining items had been given away. We are very sorry
that we were unable to please this customer.  Sincerely,
Brendan B[redacted]

We received the claim form & required documentation on
Feb.26th.  After review by management, the settlement amount was verified and
the release...

form was emailed the customer.

Review: Prior to our move, company representative [redacted] visited our home and did a complete walk through with the home owner, noting all the items that would need to be moved and which items the company would need to pack prior to the move. On the day of the move, moving company truck arrived significantly late, understaffed, and without sufficient boxes to contain our items. Additionally, movers had no idea that they would need to pack numerous items (such as all kitchen items, glassware, plates, cookware) for the home owner, as specifically discussed with company representative. Home owner called [redacted] who proceeded to deny all claims of the home owner that they had discussed such a role for the moving company. Eventually, [redacted] offered to take care of the situation and sent more employees and boxes and they did pack the items. Unfortunately all of this led to our being about 5 hours later than originally intended, due to their lateness, additional afternoon traffic, and the need to stop for dinner. On the way, another company representative called me and gleefully announced the greatly higher than expected fee for our move, which I had no option but to pay. Upon arrival, employees shoved paperwork in front of us demanding that we sign it so they could go home. We discovered later that several items were broken, including one of our children's bed such that he could not sleep in it that night (a leg was broken off and a company employee had tried to simply wrap it in moving tape, which was grossly insufficient to make the bed safe for use). We had to buy a new bed. Then, I had to make multiple requests, ultimately taking two months, to finally receive a copy of the invoice detailing the charges for our move. The time I spent making multiple phone calls and emails was of great expense to me. Upon review of the invoice in late September I noticed that we had been charged $233.22 for overtime unloading! This was outrageous considering that the overtime was necessitated by the company's to arrive on time and prepared to pack our items. The company has a stated Promise in their official documents that was not met; they did not "deliver a stress-free and damage-free move". Despite complaints made via phone to [redacted], he made no effort to either apologize to us or compensate us for these failures on the part of himself, his employees, and his company.Desired Settlement: We paid $3,341.39, including a $200 deposit. The overtime unloading charge of $233.22 should be refunded. Additionally, a refund in the range of 10% ($310) of the remaining moving costs ($3,341.39-$233.22 = $3,108.17) would be appropriate considering the Promise of the company and their failure to live up to it and their repeated lack of concern for the damage done by their actions and inaction. Also, an apology seems appropriate. Our move was filled with stress from start to end, and some damage to our property as well. In each case, the moving company was at fault.

Business

Response:

I apologize that the move did not meet the customers expectations, and also apologize that this is the first I have heard of the concern's of the move. Upon review of the notes, I do not see where the customer contacted us regarding any damages. Nonetheless, we are prepared to offer the customer a settlement of the overtime unloading charge and a refund of 5% of the move costs after the unloading charge is refunded. If the customer is in acceptance of this offer, please advise me as quickly as possible.

Review: Spoke with [redacted] from 2 Guys and a Truck on 8/12/13 - he sent me the claim forms (see phone record below).

8/12 1:32 PM ###-###-####

1 [redacted] --

Filled out the claim forms and sent certified letter with pictures of damage, which was delivered 9/6/13 (see below) USPS Tracking #[redacted]22:

Tracking Records

[redacted], VA [redacted]

Fri 9/6/2013 1:53 pm

Delivered

[redacted], VA [redacted]

Fri 9/6/2013 8:18 am

Arrival at Unit

[redacted], VA [redacted]

Thu 9/5/2013 10:53 pm

Processed through USPS Sort Facility

[redacted], VA [redacted]

Thu 9/5/2013

Depart USPS Sort Facility

[redacted], VA [redacted]

Wed 9/4/2013

Depart USPS Sort Facility

[redacted], VA [redacted]

Wed 9/4/2013 9:27 pm

Processed at USPS Origin Sort Facility

[redacted], VA [redacted]

Wed 9/4/2013 4:37 pm

Dispatched to Sort Facility

[redacted], VA [redacted]

Wed 9/4/2013 9:36 am

Acceptance

9/17/13 - Called [redacted] from 2 Guys and a Truck because no response had been made by 2 Guys and a Truck. She stated she sent me an email; however, no email was ever received. She stated she wanted a copy of the signed invoice from the move to process the claim (see phone record below):

09/17/2013 12:15 PM [redacted]5

14 [redacted] 9/17/13 - Sent billing invoice from move to [redacted] (see below):

9/19/13 - [redacted] stated she could not locate anyone who would come to [redacted] to repair furniture. I offered to call around and find someone myself & she agreed.

9/20/13 - Spoke with **. [redacted] (furniture repairman) who agreed to look at the furniture on 9/28/13.

9/28/13 - Spoke with **. [redacted] who was ill - rescheduled to 10/4/13.

10/4/13 - [redacted] (furniture repairman from [redacted], VA) came to look at my furniture. He stated he would refinish the small areas of the bed for $300, but the scratches would still be obvious because they cross the grain of the wood. He stated he could not obtain the parts to repair the sofa and wrote an invoice for $200 .

10/4/13 - Called and left message for [redacted] to contact me relaying **. [redacted]'s estimate, but no response was received.

10/5/13 - contacted [redacted] to dispute charges from Two Guys and a Truck, as this has been going on for 2 months without a resolution.

3/22/14 - received a letter from [redacted] stating My Guys claimed I was not cooperative. I believe that multiple phone calls, emails, & even trying to find my own furniture repairman is going above and beyond the call of duty on my part! I believe I cooperated for 2 whole months before I requested [redacted] reverse the charges. My Guys is making false statements about my cooperation and dodging their responsibilities to repair my damaged property!Desired Settlement: As the sofa, lamp, and lamp shade cannot be repaired, I would like compensation for these items. I was able to have the headboard refinished for $200, but am still out the remaining items that My Guys destroyed!

Business

Response:

Please be advised we are in receipt of this complaint. While we disagree with the complainant regarding the response and dialogue going back and forth, we will assign the claim to our insurance company to contact the complainant so we can attempt to make repairs as necessary to close the file. I have instructed janni in our claims department to forward all documentation regarding the move to our insurance provider so they may contact the customer and move forward with the claim dispute and resolution.

Review: Some time has passed but I feel it necessary to file this complaint to perhaps heal the hurt from the treatment I received from this company with regard to my concerns about missing containers and property damage. If It were disclosed prior to my move that my contents may be unloaded and reloaded before its final destination I would have contacted another mover.

I first contacted My Guys Moving and Storage, formally Two Guys and a Truck January 2012. On January 31, 2012, [redacted] a representative was sent to my home in [redacted] to view what was to be moved. Two estimates were provided. [redacted] came out prior to the move to make sure there were no changes to what was to be moved. The first estimate of $1,674.00 to take place March 21, 2012. This load consisted of containers I packed along with some furniture, leaving [redacted] to my new home in [redacted], PA. When the truck arrived the driver had me sign a delivery receipt. Before the truck was unloaded I was shocked to find the contents in complete disorder. The tops of some containers were damaged and some containers bent. I was told at that time the truck was unloaded at their warehouse so it could be used for a local move then the truck was reloaded with my stuff to continue to its destination. I was told since I signed the receipt I accepted this delivery as is so I had to pay the bill presented for $3,687.55. This amount was $1,813.55 more than originally quoted. There was no apology or offer to refer me to someone who could make some sort of restitution for damages.

[redacted] came to my home in [redacted] a couple times before the second move to make sure there were no changes or additions as to what was to be moved. I complained to [redacted] as to my disappointment concerning the first move, He was clueless as to the handling as his job was estimates. The second move consisted of some containers and balance of my furniture taken place July 11, 2012. The estimate for that move was $2,116.00 and on arrival the bill was $3,191.79. This was $1,075.90 more than quoted. My furniture was nicked and scratched. I was told the difference in the amount quoted and final bill was because I was being charged for the weight. My concern was with my load there was another family’s contents along with mine so was I paying for my load or my load and another customer’s load. I called the company numerous times. I spoke with [redacted] on September 18, 2012, [redacted] in October 2012, [redacted] November 2012 and [redacted] April 12, 2013. I left three messages for (previous & current) [redacted]//[redacted], owner of the company but he never returned my calls. I did receive a claim form from [redacted] which clearly states only claims filed within nine months of the deliveries would be considered.

It may be too late to ask for any kind of restitution but, I would like this company to provide full disclosure to all its future customers regarding loading & reloading contents and the possible inclusion of another move along with theirs. Scary this company moves local, long distance and international. Had I known these practices in advance I would have contacted another company.Desired Settlement: It may be too late to ask for any kind of restitution but, I woulf like this company to provide full disclosure to all of its future customers regarding loading & reloading contents and the possible inclusion of another move along with theirs. Scary this company moves local, long distance and international. Had I known these practices in advance I would have contacted another company.

Business

Response:

Please be advised that we are in receipt of this email. While we understand the customer's frustration, the fact cannot be denied that the customer on the day of unloading signed the attached inventory forms showing all items loaded were tendered for delivery. At delivery, the customer was presented the attached copies of the inventory pages at time of delivery-her signature indicates that all goods were delivered in the same condition as when loaded. There are not any notations indicating items were opened, or not received in the same condition as when loaded. The customer is insistent upon stating the goods were transferred from one truck to another-this is not the case, the same truck the shipment loaded onto, is the truck the shipment with the same driver and helper.

Review: On February 21, My Guys Movers came to conduct a move from my apartment in [redacted] to my home in [redacted]. In addition to several problems with the delivery (it was late -- arriving on March 10; they told me the night before delivery that they had to transfer my goods to a smaller truck costing me an additional $500; they got the truck stuck in my yard damaging the yard and delaying the move; the truck driver at times refused to move items or to call for a tow for his truck until his assistant convinced him it was necessary), boxes were damaged and two furniture items -- my grandfather's antique desk and a walnut coffee table -- were damaged. It is the poor resolution of that last item that prompted my contacting you. The desk was the one most personally important and valuable item in the move, and the salesman knew this and it was marked fragile and inspected by the crew that picked my items up from [redacted]. However, at the end of the delivery, the truck driver informed me that it and the coffee table had been dropped during transfer of the items between trucks. On inspection, the table had a 1-inch chunk of wood cracked off and the desk had five cracks in its base, separation between the drawers and main platform, and separation of a board underneath the main platform. The desk had recently been restored by [redacted] furniture in DC at a cost of $600, so it was in pristine condition when it left [redacted]. The movers hired a furniture inspector to inspect the desk, and despite the fact that the damage was made clear to me by the movers in the first place, he told them the desk had already been damaged before transit. (???) I have been beside myself trying to understand both that diagnosis and the mover's subsequent refusal to accept liability for that damage. My Guys, when informed of this, did not respond to my email or call. I recently gave up and accepted a paltry sum of a couple hundred dollars (and they continue to deny liability) because I just got married and I have better things to focus on right now. But the designation of "A" rating for My Guys is wholly inaccurate, and because it was a determining factor in my choosing My Guys, I would like to recommend that the rating be reconsidered.Desired Settlement: Ideally, My Guys should drop American Red Ball as their subcontractor, and someone should hold both legally liable for the damages they caused, even if no money can be provided at this point to compensate for it.

Business

Response:

It is true that [redacted] contracted with our agency to assist in the coordination of his move from [redacted] to [redacted]. Our sales representative estimated the costs for moving and [redacted] agreed with the estimate and signed the necessary documentation to begin the move process. The shipment was picked up and transported to [redacted] under the authority of [redacted]. Unfortunately, during the move process some items of furniture were damaged and the customer was instructed to file a claim with ARBT since they were the interstate transportation provider. The claim was initially denied by ARBT and then we here at My Guys Moving & Storage asked that the claim be re-processed to further assist [redacted] with his claim. The claims department at ARBT did reopen the claim and issued a settlement based on the report of the claims examiner in [redacted]. Unfortunately, the claim settlement offer was not acceptable to [redacted] and he has contacted you regarding his claim. As he admitted in his complaint, his frustration is more with the interstate provider of hauling services, [redacted], more so than with My Guys Moving and Storage of [redacted].

Review: I paid for my move the day of my move with a credit card. The amount was figured by the mover on site. Just received my [redacted] bill. On it was the charge for the move, and an additional $30 charge posted 10/10/14, three days after the move. I had not been contacted about that additional charge -- and they had two phone numbers and an email address on file. Contacted Jim R[redacted]e, who identified himself as manager, who said the charge was for boxes used the day of the move. In fact, the $33 "they" saw was for boxes I RETURNED to them for CREDIT the day of the move (minus the $3 math error I was overcharged by the mover the day of). Something that could have been clarified if they had called to inform me of the additional charge before using my credit card without authorization. The charge supposedly has been taken care of -- I'll believe it when I see it, considering how many times I've had to call to ask for confirmations and prices and paperwork -- but I'm most concerned that any company would put through a credit card charge without authorization or calling/emailing to inform about it. Quite angry. And they have two card numbers in their possession (the other for the deposit) -- what stops them from using it again?Desired Settlement: I want a notation to appear on Revdex.com site whenever other customers research this business. To show that there has been a complaint and that there are problems with this company.

Business

Response:

An error was made in the calculation of charges and the person auditing the order charged the extra $30.00 to the card The card charged was refunded $30.00 yesterday, the credit card number has been deleted from the customer file. We now consider this matter closed.