June 10, 2015 In response to complaint: Our company specializes with moving senior adults and physically challenged individuals. It is unfortunate that this customer harbors bitterness and feels the need to attack the integrity of our business. It is important to note before giving our side...
of the story that this was our second move for complainant. We were called to move complainant back in 2012 by her brother who had power of attorney over his sister due to medical reasons limiting her from managing her affairs. We were hired, packed and moved complainant from a very small apartment she lived in to another apartment in a nearby senior community. The total cost for packing, moving and unpacking and setting up her new space was $1,160. This included a couple of additional trips back to her apartment to hang draperies with hardware that we kindly purchased for her. Two years later, sometime around the middle of July, I received a phone call from complainant that she had received a notice of eviction and she had days to move. She told me she was being forced out of her apartment and had to be out by end of day Monday the 21st. She stated she would be taking legal action against the community evicting her but had to get moved first. I ask if I needed to involve her brother and she said they were no longer on good terms as she had to take legal action against him for mismanagement of affairs. I told her I would email her a projection of cost based on the furniture and items we moved for her two years earlier. Here is a copy and paste of the email: [redacted] 7/16/14 {I removed her email address and text body} {Name of Complainant}, Here are the move details. Based on hourly rates I made a projection of time it will take and came up with cost. Total cost should be on a high end $1,805 for all. {Name of New Community} is not a quick move-in or move-out considering the long hallways and elevators so more time may be needed for the move-in. I tried to project a little higher than I believe it will be... hourly rates apply, so less time, less cost and more time more cost. Sunday 7/20 Pack 10:00 a.m. - 3:00 p.m. - Estimate packing 5 hours (I may be estimating high, but I am going on my memory of you not having a lot of stuff.) Everything gets packed, except the bed and bedding. We will leave a few open boxes that last minutes can be dropped into. Movers will tape up. 2 NEXMOV packers, $95 hour x 5 = $475.00 ($47.50 per packer/hr) There is no charge for boxes and supplies Also will take down curtain hardware and pack curtains Monday 7/21 Movers - 9:00 a.m.- 3:00 p.m. Estimate movers (3) will take 2.5 hours to load and possible 3.5 to unload. [redacted] usually takes longer because it is such a big property. I am going to project 6.0 hours total time for movers to complete move. Movers (3) $130.00 x 6 hrs = $780 + $75 truck fee = $855.00 Monday 7/21 Packers/Unpackers - 12:00 noon - 4:00 p.m. 2 NEXMOV Packers to unpack and take away boxes: Estimate 5 hours x $95= $475 [redacted] Broesche NEXMOV, LLC [redacted] [redacted] After this email, I had at least 3-4 more calls from complainant leading up to the packing day. These calls were lengthy. She had already accepted our assistance and was appreciative that we would help her on such short notice, but was very disgruntled and wanted nothing to do but disparage the property management that was evicting her. She stated she was fully determined to bring a lawsuit to the matter. She also stated she had been misdiagnosed by her physician and had received grim news regarding her health. She also stated her intentions of legal action against her medical provider. I felt helpless and concerned but did not want to get involved, so I just listened as she was so anxiety ridden. On Sunday when the two packers arrived at complainant’s second floor apartment, I received a call shortly from one of them telling me that it was going to be challenging to get her packed in time. Later in the afternoon I received another call from them telling me additional packers would have to be brought in Monday morning before the movers arrived because there was just too much stuff. I made a call to my business partner to discuss as we were both baffled with the length of time and the need for additional packers. This customer was one of our first moves and my business partner and I had personally packed and moved her a year and ½ earlier. I called in a third packer for the next morning and also went to access the situation. When I walked in I couldn’t believe what I saw. The apartment looked like a storage room for QVC and other mail order stores. The apartment was so packed with stuff that there was no walking room. Every shelf, counter, cabinet, drawer, nook and cranny was covered with layers and layers of stuff. A lot of unopened, ½ opened and empty boxes were everywhere. There was no room to even stack the boxes that were being packed. Since the movers were scheduled to arrive within the hour, the four of us began packing. There was no organization in this apartment as there was just stuff everywhere. The entire time we were working the complainant and her dog remained in the apartment with the dog nipping at our heels. On Sunday 2 packers worked from 9 a.m. – 5 p.m. This second day, Monday, it took four packers working from 9 a.m. – 7 p.m. to get her packed & transitioned out of her apartment. This did not include the four movers that assisted, loaded & unloaded the truck. I had prearranged with complainant to pay the movers directly for their services upon their completion. They were paid in full by check. Sometime in the day I was told there were boxes that needed to be picked up in the office at the old apartment. Since one of the boxes was a new television, too heavy for us to load and deliver, the movers made an extra trip the following day. They also picked up several other mail order deliveries and delivered them. I told the moving company to give me the invoice and I would collect their $95 charge when I invoiced her for our services. At the end of Monday, complainant requested additional unpacking assistance for the following day. So on Tuesday, three of my team worked from 9:30 a.m. to 6:30 p.m. The entire time complainant was in apartment supervising activity. My team stated to me that her apartment was just packed like her old one and they had challenges finding places to put things. On this same day, I received a call from management of complainants old apartment complex that a shopping cart from [redacted] was still upstairs and that it had been ongoing nuisance they had with complainant. When I ask complainant about it, she requested I remove it. I personally removed this 40 lb shopping cart and hauled it to an area [redacted] store. Note, I did not charge her for doing this. After completion of our services on Tuesday, July 22nd, I emailed complainant an invoice for $3,432.50. This was for a total 79.50 man hours at $47.50 hour. I received the following email from complainant: [redacted] 7/28/14 [redacted], The bottom fee of $95.00, for picking up the TV at the main office at I. H., I don't feel I should be charged for. {" movers name removed"} was told about the TV being there, and he said he would get on the way out. Before they left to go to **, I did remind him about the TV, and he said fine. They had such a difficult time getting the Truck out because of the way cars had parked all around him, and no room to maneuver. The cars coming and going didn't even cooperate. So, I think at that point, they were on the "mission" to get to ** and start unloading! I did ask {" movers name removed"} a little after I arrived, about the TV, and he said after trying to get out of that parking lot, the heat, etc. he said it just slipped his mind. They were there until almost 7 PM, and just beat, and I suggested, He speak w/you and see if there was a way over the next day, w/his schedule, that he just swings by, pick up the TV, and the 3 small pkgs. and unload at my place either beginning of his "run" or at the end. It then happened, it was 2 other movers that ended having to pick up at [redacted]. Is that a satisfactory explanation for me questioning the charge? Also, at this point, so neither of you two ladies have to circle back this way, give me an address to mail out the payment. I also will save any of the boxes, wrap, that are yours still in the apt. We can arrange another time for you to pick up, if you so desire, okay? Thank you, [redacted], for all you did to cut corners for me. Plus, letting your lady-packing team come back and at least empty boxes, that they knew could "go" somewhere! They were delightful and professional! Talk w/you soon. You can email your response. Complainant [redacted] After she requested not to be charged the $95, I courtesy credited it and sent her an adjusted invoice. Our Challenges with Collecting Payment: 8/02 – Tried to call, left message and sent another email offering to stop in to pick up payment. No response. 8/04 – Tried to call, left message and sent another email asking for payment, and would gladly stop by to pick up. No response. Days later - I made phone contact with complainant and she said would leave it for us to pick up in the office. I made a trip to and the office told me nothing had been left for us. Two days later - I ask my business partner to stop in and see if something had been left for us. The office personnel said nothing had been left and was sure nothing had been dropped off. My business partner called her from a cell phone not recognized and began speaking to complainant on the phone. She immediately went to her apartment while she was talking to her and knocked on her door. She surprised complainant and then explained needing to get payment for the job we completed for her. The complainant asked if she could email us the payment, but my business partner said we were not equipped to take payments that way. Complainant apprehensively wrote a check and began to complain that kitchen ware was placed too high for her to reach and the how the bill should be adjusted accordingly. My business partner told her to we would be glad to come back and fix or rearrange things that did not suit her free of charge but could not adjust the bill. When the check was presented at the complainant’s bank the same day the teller said funds were not available and there were some serious issues to address. My business partner called complainant and left a voicemail message that the check she had written was insufficient and we would be going back to present for payment in 48 hours. If payment was not fully received the authorities would be contacted immediately. The check cleared and my business partner called her and thanked her. She also told her we would be glad to come in and lower the kitchen wares that were placed too high or whatever else she finds to get her settled in. About two months later, I received a voicemail from complainant requesting our physical address. Since we do not have a business physical address I emailed her the office address of a storage facility. We receive little mail, but what we do receive goes there. I also told her it was better to just email us directly. I am not sure why she said a letter was rejected but we have no knowledge of a letter being sent to us. I have not received any communication from complainant until the Revdex.com brought her complaint to our attention. I do not feel we are at fault in anyway and have a paper trail that substantiates that we provided complainant services she requested. The accusations against us are false and damaging to our outstanding reputation. The email that the complainant wrote to me appreciating services well done and the hoops we jumped through to make her move happen is proof there is something not right with the long list negative remarks she made against NEXMOV, LLC and our team. Regards, [redacted] NEXMOV, LLC
June 10, 2015 In response to complaint: Our company specializes with moving senior adults and physically challenged individuals. It is unfortunate that this customer harbors bitterness and feels the need to attack the integrity of our business. It is important to note before giving our side...
of the story that this was our second move for complainant. We were called to move complainant back in 2012 by her brother who had power of attorney over his sister due to medical reasons limiting her from managing her affairs. We were hired, packed and moved complainant from a very small apartment she lived in to another apartment in a nearby senior community. The total cost for packing, moving and unpacking and setting up her new space was $1,160. This included a couple of additional trips back to her apartment to hang draperies with hardware that we kindly purchased for her. Two years later, sometime around the middle of July, I received a phone call from complainant that she had received a notice of eviction and she had days to move. She told me she was being forced out of her apartment and had to be out by end of day Monday the 21st. She stated she would be taking legal action against the community evicting her but had to get moved first. I ask if I needed to involve her brother and she said they were no longer on good terms as she had to take legal action against him for mismanagement of affairs. I told her I would email her a projection of cost based on the furniture and items we moved for her two years earlier. Here is a copy and paste of the email: [redacted] 7/16/14 {I removed her email address and text body} {Name of Complainant}, Here are the move details. Based on hourly rates I made a projection of time it will take and came up with cost. Total cost should be on a high end $1,805 for all. {Name of New Community} is not a quick move-in or move-out considering the long hallways and elevators so more time may be needed for the move-in. I tried to project a little higher than I believe it will be... hourly rates apply, so less time, less cost and more time more cost. Sunday 7/20 Pack 10:00 a.m. - 3:00 p.m. - Estimate packing 5 hours (I may be estimating high, but I am going on my memory of you not having a lot of stuff.) Everything gets packed, except the bed and bedding. We will leave a few open boxes that last minutes can be dropped into. Movers will tape up. 2 NEXMOV packers, $95 hour x 5 = $475.00 ($47.50 per packer/hr) There is no charge for boxes and supplies Also will take down curtain hardware and pack curtains Monday 7/21 Movers - 9:00 a.m.- 3:00 p.m. Estimate movers (3) will take 2.5 hours to load and possible 3.5 to unload. [redacted] usually takes longer because it is such a big property. I am going to project 6.0 hours total time for movers to complete move. Movers (3) $130.00 x 6 hrs = $780 + $75 truck fee = $855.00 Monday 7/21 Packers/Unpackers - 12:00 noon - 4:00 p.m. 2 NEXMOV Packers to unpack and take away boxes: Estimate 5 hours x $95= $475 [redacted] Broesche NEXMOV, LLC [redacted] [redacted] After this email, I had at least 3-4 more calls from complainant leading up to the packing day. These calls were lengthy. She had already accepted our assistance and was appreciative that we would help her on such short notice, but was very disgruntled and wanted nothing to do but disparage the property management that was evicting her. She stated she was fully determined to bring a lawsuit to the matter. She also stated she had been misdiagnosed by her physician and had received grim news regarding her health. She also stated her intentions of legal action against her medical provider. I felt helpless and concerned but did not want to get involved, so I just listened as she was so anxiety ridden. On Sunday when the two packers arrived at complainant’s second floor apartment, I received a call shortly from one of them telling me that it was going to be challenging to get her packed in time. Later in the afternoon I received another call from them telling me additional packers would have to be brought in Monday morning before the movers arrived because there was just too much stuff. I made a call to my business partner to discuss as we were both baffled with the length of time and the need for additional packers. This customer was one of our first moves and my business partner and I had personally packed and moved her a year and ½ earlier. I called in a third packer for the next morning and also went to access the situation. When I walked in I couldn’t believe what I saw. The apartment looked like a storage room for QVC and other mail order stores. The apartment was so packed with stuff that there was no walking room. Every shelf, counter, cabinet, drawer, nook and cranny was covered with layers and layers of stuff. A lot of unopened, ½ opened and empty boxes were everywhere. There was no room to even stack the boxes that were being packed. Since the movers were scheduled to arrive within the hour, the four of us began packing. There was no organization in this apartment as there was just stuff everywhere. The entire time we were working the complainant and her dog remained in the apartment with the dog nipping at our heels. On Sunday 2 packers worked from 9 a.m. – 5 p.m. This second day, Monday, it took four packers working from 9 a.m. – 7 p.m. to get her packed & transitioned out of her apartment. This did not include the four movers that assisted, loaded & unloaded the truck. I had prearranged with complainant to pay the movers directly for their services upon their completion. They were paid in full by check. Sometime in the day I was told there were boxes that needed to be picked up in the office at the old apartment. Since one of the boxes was a new television, too heavy for us to load and deliver, the movers made an extra trip the following day. They also picked up several other mail order deliveries and delivered them. I told the moving company to give me the invoice and I would collect their $95 charge when I invoiced her for our services. At the end of Monday, complainant requested additional unpacking assistance for the following day. So on Tuesday, three of my team worked from 9:30 a.m. to 6:30 p.m. The entire time complainant was in apartment supervising activity. My team stated to me that her apartment was just packed like her old one and they had challenges finding places to put things. On this same day, I received a call from management of complainants old apartment complex that a shopping cart from [redacted] was still upstairs and that it had been ongoing nuisance they had with complainant. When I ask complainant about it, she requested I remove it. I personally removed this 40 lb shopping cart and hauled it to an area [redacted] store. Note, I did not charge her for doing this. After completion of our services on Tuesday, July 22nd, I emailed complainant an invoice for $3,432.50. This was for a total 79.50 man hours at $47.50 hour. I received the following email from complainant: [redacted] 7/28/14 [redacted], The bottom fee of $95.00, for picking up the TV at the main office at I. H., I don't feel I should be charged for. {" movers name removed"} was told about the TV being there, and he said he would get on the way out. Before they left to go to **, I did remind him about the TV, and he said fine. They had such a difficult time getting the Truck out because of the way cars had parked all around him, and no room to maneuver. The cars coming and going didn't even cooperate. So, I think at that point, they were on the "mission" to get to ** and start unloading! I did ask {" movers name removed"} a little after I arrived, about the TV, and he said after trying to get out of that parking lot, the heat, etc. he said it just slipped his mind. They were there until almost 7 PM, and just beat, and I suggested, He speak w/you and see if there was a way over the next day, w/his schedule, that he just swings by, pick up the TV, and the 3 small pkgs. and unload at my place either beginning of his "run" or at the end. It then happened, it was 2 other movers that ended having to pick up at [redacted]. Is that a satisfactory explanation for me questioning the charge? Also, at this point, so neither of you two ladies have to circle back this way, give me an address to mail out the payment. I also will save any of the boxes, wrap, that are yours still in the apt. We can arrange another time for you to pick up, if you so desire, okay? Thank you, [redacted], for all you did to cut corners for me. Plus, letting your lady-packing team come back and at least empty boxes, that they knew could "go" somewhere! They were delightful and professional! Talk w/you soon. You can email your response. Complainant [redacted] After she requested not to be charged the $95, I courtesy credited it and sent her an adjusted invoice. Our Challenges with Collecting Payment: 8/02 – Tried to call, left message and sent another email offering to stop in to pick up payment. No response. 8/04 – Tried to call, left message and sent another email asking for payment, and would gladly stop by to pick up. No response. Days later - I made phone contact with complainant and she said would leave it for us to pick up in the office. I made a trip to and the office told me nothing had been left for us. Two days later - I ask my business partner to stop in and see if something had been left for us. The office personnel said nothing had been left and was sure nothing had been dropped off. My business partner called her from a cell phone not recognized and began speaking to complainant on the phone. She immediately went to her apartment while she was talking to her and knocked on her door. She surprised complainant and then explained needing to get payment for the job we completed for her. The complainant asked if she could email us the payment, but my business partner said we were not equipped to take payments that way. Complainant apprehensively wrote a check and began to complain that kitchen ware was placed too high for her to reach and the how the bill should be adjusted accordingly. My business partner told her to we would be glad to come back and fix or rearrange things that did not suit her free of charge but could not adjust the bill. When the check was presented at the complainant’s bank the same day the teller said funds were not available and there were some serious issues to address. My business partner called complainant and left a voicemail message that the check she had written was insufficient and we would be going back to present for payment in 48 hours. If payment was not fully received the authorities would be contacted immediately. The check cleared and my business partner called her and thanked her. She also told her we would be glad to come in and lower the kitchen wares that were placed too high or whatever else she finds to get her settled in. About two months later, I received a voicemail from complainant requesting our physical address. Since we do not have a business physical address I emailed her the office address of a storage facility. We receive little mail, but what we do receive goes there. I also told her it was better to just email us directly. I am not sure why she said a letter was rejected but we have no knowledge of a letter being sent to us. I have not received any communication from complainant until the Revdex.com brought her complaint to our attention. I do not feel we are at fault in anyway and have a paper trail that substantiates that we provided complainant services she requested. The accusations against us are false and damaging to our outstanding reputation. The email that the complainant wrote to me appreciating services well done and the hoops we jumped through to make her move happen is proof there is something not right with the long list negative remarks she made against NEXMOV, LLC and our team. Regards, [redacted] NEXMOV, LLC