Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]Regards, Best Rate Moving has been given the opportunity for arbitration on this matter; However, this company has denied to resolve this complaintWe paid the presented bill at the end of the move under protest because of the threat from [redacted] to reload all of my mother's personal property and drive it back to Houston and "dump it off", if she did not pay the additional fees If I had done research on this company prior to the reservation, I would have seen that several others were displeased with this companyThis has been a nightmarish lesson learned dealing with this unethical and unprofessional company that takes advantage of senior citizens by forcing them to pay additional fees that were not in the original estimateIt would be futile to continue this argument, for Best Rate Moving has been paid for their servicesThere are plenty of other reputable movers in and around the Houston area for hire .I would like to make potential customers aware of Best Rate Moving Company's unethical practices Thank you
Sent: Friday, October 31, 2:PM
To: ***
Subject: Settlement to Complaint #***
10/31/
Mrs. *** ***
*** ** ***
*** ** ***
Dear Mrs ***
We would like to thank you for entrusting us to have provided you with moving services on Friday, October 17, 2014, and having giving our movers such high praise for their job performanceWe strive for excellent customer service and make every effort to resolve any issues, should any arise, in a timely manner
The following is our one and only offer for settlement regarding the matter of the alleged missing terracotta pot based on the following information:
a) Our company, BestRate Moving and Storage provided moving services to you on Friday, 10/17/The move was completed and payment was processed
b) On Saturday, 10/18/2014, we spoke with you regarding a complaint on our telephone customer service which you found to be lackingYou praised our movers and you made no mention of any missing, nor damaged itemsYou also stated in a recorded coversation that you would make it your life's work to bring down our company
c) On Monday, 10/20/2014, you submitted a complaint to Revdex.com Houston indicating you had contacted our company regarding alleged missing itemsOur company contacted you that same day to discuss the matter since we had received no prior notice of any missing items and only learned of this allegation from the complaint filed with Revdex.com Houston
d) During the conversation we had with you on Monday, 10/20/2014, you revealed that the alleged missing "items" was in fact just one item, contrary to your complaint with the Revdex.com Housotn, and it was a missing terracotta potDuring this conversation, you stated that you did not discover until a day later, Saturday, 10/18/that the terracotta pot was missingWhen pressed about why it was that you did not mention it to our company since we spoke to you on that day, you then stated that it would have then been Sunday, 10/19/that you made the discoveryPer your statements made by you in a recorded conversation, the alleged terracotta pot was the very last item loaded onto the moving truck and it required movers to load
e) As part of the investigation, the movers were interviewed regarding the full extent of the move, and none of the movers onsite that day were able to corroborate the existence of any terracotta pot being knee high and about 2' (feet) in diameterThey only recall having moved small potted plants which you yourself corroborated and confirmed as being small vases that you currently have in your posession
f) You were unable to provide any receipt, nor pictures, nor evidence of any means to corroborate the existence of said terracotta potYou also stated that you suspected the terracotta pot may have been broken during shipment, but you did not see any broken pieces, nor dirt, nor any remnants of the alleged pot during the unloading of your shipment
Based on these findings, we are willing to offer a settlement of thirty dollars ($30) for the alleged missing itemPlease read the attached settlement agreement, sign, date, and return to us via email or USPS so that a check for the amount referenced be mailed to you
Should you have any questions, please contact me directly at: ***
Best regards,
BestRate Moving and Storage
To Whom It May Concern With Revdex.com Houston:
Regarding the frivolous complaint filed by Mrs [redacted] [redacted]:
On July 22, we received a lead from 123Movers.com to
contact Mrs[redacted] regarding her request for a moving quoteShe spoke
with [redacted] here at BestRates Moving and the following is a written statement
received from [redacted] regarding his conversations with Mrs [redacted] [redacted]
"I spoke with
[redacted] on 7/22/She explained to me that she was moving her mother
from Houston TX to Lumberton TXShe also said she was moving minimum items
from a BedroomI offered her a quote for movers and truck for hours at
$per hour and $fuel/mileage chargeThe hours included the time
loading driving From Houston To Lumberton, Unloading and Driving Back to
HoustonShe agreed and paid a deposit of $
She later called and canceled due to not getting her house. She
did not request her deposit back because she said she was going to move in
about months and would be needing our servicesI told her that I would hold
the deposit of $170 and it would go towards the move that she would
later need
She called back and rescheduled the move againWhen I spoke to her
the second time in early Oct 2014, I got a sense that she had more items than
what she has originally statedI offered her Movers Truck at $per
hourI explained to her that the rate is higher but she can expect the work to
go faster, but also it would work better because she had more items that what
she originally statedShe agreed to the hourly rate of $per hour and $
fuel/mileage fee
On the day of her move, the move went smoothThe movers arrived at
7am on 10/17/and they arrived to Lumberton, TX before Ms[redacted] arrived
and the movers began to unloadI spoke to the driver while they where
unloading and he stated that Ms[redacted] had not arrived
The driver said that when he was on the phone with Ms[redacted] he told her the total amount on the bill and Ms[redacted] stated that she was not going to pay the difference on the billOnce the
driver heard that, he notified me and I explained to the driver my
concern which was that she was not there while they where unloading. Also
that it could be possible that she may not even arrive and pay for our services
I then proceeded to call [redacted] my manager and explained to him the
situationHe then proceeded to call Ms[redacted]
The job was complete and the total bill was $for Hours and
$Fuel/Mileage Fee, $Packing Materials Ms[redacted] is under the
impression that BestRate Moving offered her a Flat RateA flat Rate quote was
never mentioned during any conversations, or email confirmation sent to Ms[redacted]Also the information provided to Ms[redacted] states hourly rate
servicesPlease let me know if there is any other information needed in my
behalf
Thank
You"
On Friday, Oct17,2014,
I received a call from my representative [redacted] asking me to contact Mrs
[redacted] to reiterate the hourly rate, the charge for packing
materials, and charge for fuel and
mileage[redacted] concern at the time was simply to eliminate any confusion and
any dispute regarding the hourly nature of the estimate since the moving job
was taking a bit longer than expected
The movers had other jobs after completing Mrs[redacted] move and our concerns were 1) we quoted Mrs [redacted] an hourly rate
and she appeared to now have a dispute regarding the matter, 2) Mrs [redacted] was
not onsite and there was no one to sign the job order and pay the total, 3) Mrs
[redacted] had indicated she would not by paying the total due for labor, mileage,
and packing materials
I called Mrs [redacted] and inquired about a question she had
regarding her moveMrs [redacted] stated multiple times that [redacted] had quoted her
a flat rate move and she was not paying anymore than what she had originally
been quoted, which was a total of $minus her $deposit leaving a balance
of $
At that time, I pointed out to Mrs [redacted] that my call was simply a courtesy
call to review with her 1) the hourly rate was $per hour as was emailed and
quoted to her by [redacted] on multiple occasions, 2) the cost for fuel and mileage,
as well as for packing materials, and 3) ultimately, that our movers onsite
were estimating her job would take hours more than expected in order to
complete
Mrs [redacted] became upset and stated she was only paying the
$because according to her, [redacted] has given her a flat rate which, she, Mrs [redacted] assured me was given to her in writingI Informed Mrs [redacted] that I
would be contacting [redacted] to confirm her allegation
I contacted [redacted], we reviewed the email communications that
were sent to Mrs [redacted] all indicating the billing to be hourly based[redacted]
confirmed he had never discussed any flat rates with Mrs [redacted] because we do
not offer flat rates
After speaking with [redacted] and verifying all emails sent to
Mrs [redacted] I immediately called her back and reiterated the billing would be
hourly basedAll communications with her showed that to be the case, and also,
we do not offer any flat rate quotes
Mrs [redacted] stated she would not be paying for the move at
that pointI explained to Mrs [redacted] that we then have options to chose
from: 1) we can stop further unloading her shipment, bring it back to Houston
and place it in storage until payment in full is received, 2) we can contact a
Constable to come onsite at which time we have to option to press charges for
theft of service, or 3) we estimated that the job would be take another
hours, however if the move was completed before the estimated time then of
course her total would be less, because again, it is hourly based
Mrs[redacted] huon me and contacted [redacted] who reiterated
the same information
I contacted [redacted] and he informed me that he had resolved the
matter with Mrs [redacted] and ultimately Mrs [redacted] move ended up taking
hours to complete and not the hours we had estimated
When an individual declines to pay, we follow Texas and U.S
Department of Transportation, as well as Federal Motor Carrier Safety
Administration regulation which states as follows:
"If you do not pay the charges due at the time of delivery the
mover has the right to refuse to deliver your shipment and to place it into
storage at your expense until the charges are paidThe regulations provide
that when your mover arrives at the destination, the mover may collect the
charges due before the shipment is unloaded from the truck."
_________________
On Saturday, October 18th, 2014, Mrs [redacted] contacted our office and spoke with [redacted] stating that she was not happy with
the tone I used with her and she felt I had acted unprofessionally
I contacted Mrs [redacted] that same day and indicated that I
was calling her regarding a question she had with her moveI informed Mrs
[redacted] that the call was being recorded
Mrs [redacted] stated that she had no questions and she simply
wanted my name so as to file a complaint with you, Revdex.com Houston
Mrs [redacted] also stated that she was very pleased with our
services and praised our movers, but she held a personal issue with me for
informing her of the options we have on the table when a customer refuses to
pay for services rendered
Attached are copies of the moving quotes that were sent to Mrs [redacted] dating
back to 7/22/14, the signed contract once the job had been completed for
hours, not as Mrs [redacted] claims
Furthermore, as evidenced in the recording, there is never
any mention of any missing items, nor has Mrs [redacted] made any such claim to
any representative of my companyThis is the first we hear of this claim
In the attached file of the phone conversation, Mrs [redacted] threatens to do everything possible to slander my company online, social media,
and with you, the Revdex.com, because she is holding a personal grudge against me
since she did not like my tone when I explained her rights as a consumer and
ours as service providers
Mrs [redacted] has never contacted our offices regarding any
missing items, and in fact our movers waited for Mrs [redacted] to arrive onsite
before completing all unloadingMrs [redacted] supervised all unloading of her shipment and instructed our movers where
she wanted each item placedWhen all unloading was completed, she signed the
contract and payment was processed
Should Mrs [redacted] deem it necessary to file a claim, she
may contact us directly to initiate the claims process
Should you require any further information or have any
questions, please contact me directly at: [redacted]
Best regards,
BestRate Moving and Storage
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]9, and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]Regards, Best Rate Moving has been given the opportunity for arbitration on this matter; However, this company has denied to resolve this complaint. We paid the presented bill at the end of the move under protest because of the threat from [redacted] to reload all of my mother's personal property and drive it back to Houston and "dump it off", if she did not pay the additional fees. If I had done research on this company prior to the reservation, I would have seen that several others were displeased with this company. This has been a nightmarish lesson learned dealing with this unethical and unprofessional company that takes advantage of senior citizens by forcing them to pay additional fees that were not in the original estimate. It would be futile to continue this argument, for Best Rate Moving has been paid for their services. There are plenty of other reputable movers in and around the Houston area for hire .I would like to make potential customers aware of Best Rate Moving Company's unethical practices.
Thank you.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] 9, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]Regards, Best Rate Moving has been given the opportunity for arbitration on this matter; However, this company has denied to resolve this complaintWe paid the presented bill at the end of the move under protest because of the threat from [redacted] to reload all of my mother's personal property and drive it back to Houston and "dump it off", if she did not pay the additional fees If I had done research on this company prior to the reservation, I would have seen that several others were displeased with this companyThis has been a nightmarish lesson learned dealing with this unethical and unprofessional company that takes advantage of senior citizens by forcing them to pay additional fees that were not in the original estimateIt would be futile to continue this argument, for Best Rate Moving has been paid for their servicesThere are plenty of other reputable movers in and around the Houston area for hire .I would like to make potential customers aware of Best Rate Moving Company's unethical practices Thank you
Sent: Friday, October 31, 2:PM
To: ***
Subject: Settlement to Complaint #***
10/31/
Mrs. *** ***
*** ** ***
*** ** ***
Dear Mrs ***
We would like to thank you for entrusting us to have provided you with moving services on Friday, October 17, 2014, and having giving our movers such high praise for their job performanceWe strive for excellent customer service and make every effort to resolve any issues, should any arise, in a timely manner
The following is our one and only offer for settlement regarding the matter of the alleged missing terracotta pot based on the following information:
a) Our company, BestRate Moving and Storage provided moving services to you on Friday, 10/17/The move was completed and payment was processed
b) On Saturday, 10/18/2014, we spoke with you regarding a complaint on our telephone customer service which you found to be lackingYou praised our movers and you made no mention of any missing, nor damaged itemsYou also stated in a recorded coversation that you would make it your life's work to bring down our company
c) On Monday, 10/20/2014, you submitted a complaint to Revdex.com Houston indicating you had contacted our company regarding alleged missing itemsOur company contacted you that same day to discuss the matter since we had received no prior notice of any missing items and only learned of this allegation from the complaint filed with Revdex.com Houston
d) During the conversation we had with you on Monday, 10/20/2014, you revealed that the alleged missing "items" was in fact just one item, contrary to your complaint with the Revdex.com Housotn, and it was a missing terracotta potDuring this conversation, you stated that you did not discover until a day later, Saturday, 10/18/that the terracotta pot was missingWhen pressed about why it was that you did not mention it to our company since we spoke to you on that day, you then stated that it would have then been Sunday, 10/19/that you made the discoveryPer your statements made by you in a recorded conversation, the alleged terracotta pot was the very last item loaded onto the moving truck and it required movers to load
e) As part of the investigation, the movers were interviewed regarding the full extent of the move, and none of the movers onsite that day were able to corroborate the existence of any terracotta pot being knee high and about 2' (feet) in diameterThey only recall having moved small potted plants which you yourself corroborated and confirmed as being small vases that you currently have in your posession
f) You were unable to provide any receipt, nor pictures, nor evidence of any means to corroborate the existence of said terracotta potYou also stated that you suspected the terracotta pot may have been broken during shipment, but you did not see any broken pieces, nor dirt, nor any remnants of the alleged pot during the unloading of your shipment
Based on these findings, we are willing to offer a settlement of thirty dollars ($30) for the alleged missing itemPlease read the attached settlement agreement, sign, date, and return to us via email or USPS so that a check for the amount referenced be mailed to you
Should you have any questions, please contact me directly at: ***
Best regards,
BestRate Moving and Storage
To Whom It May Concern With Revdex.com Houston:
Regarding the frivolous complaint filed by Mrs [redacted] [redacted]:
On July 22, we received a lead from 123Movers.com to
contact Mrs[redacted] regarding her request for a moving quoteShe spoke
with [redacted] here at BestRates Moving and the following is a written statement
received from [redacted] regarding his conversations with Mrs [redacted] [redacted]
"I spoke with
[redacted] on 7/22/She explained to me that she was moving her mother
from Houston TX to Lumberton TXShe also said she was moving minimum items
from a BedroomI offered her a quote for movers and truck for hours at
$per hour and $fuel/mileage chargeThe hours included the time
loading driving From Houston To Lumberton, Unloading and Driving Back to
HoustonShe agreed and paid a deposit of $
She later called and canceled due to not getting her house. She
did not request her deposit back because she said she was going to move in
about months and would be needing our servicesI told her that I would hold
the deposit of $170 and it would go towards the move that she would
later need
She called back and rescheduled the move againWhen I spoke to her
the second time in early Oct 2014, I got a sense that she had more items than
what she has originally statedI offered her Movers Truck at $per
hourI explained to her that the rate is higher but she can expect the work to
go faster, but also it would work better because she had more items that what
she originally statedShe agreed to the hourly rate of $per hour and $
fuel/mileage fee
On the day of her move, the move went smoothThe movers arrived at
7am on 10/17/and they arrived to Lumberton, TX before Ms[redacted] arrived
and the movers began to unloadI spoke to the driver while they where
unloading and he stated that Ms[redacted] had not arrived
The driver said that when he was on the phone with Ms[redacted] he told her the total amount on the bill and Ms[redacted] stated that she was not going to pay the difference on the billOnce the
driver heard that, he notified me and I explained to the driver my
concern which was that she was not there while they where unloading. Also
that it could be possible that she may not even arrive and pay for our services
I then proceeded to call [redacted] my manager and explained to him the
situationHe then proceeded to call Ms[redacted]
The job was complete and the total bill was $for Hours and
$Fuel/Mileage Fee, $Packing Materials Ms[redacted] is under the
impression that BestRate Moving offered her a Flat RateA flat Rate quote was
never mentioned during any conversations, or email confirmation sent to Ms[redacted]Also the information provided to Ms[redacted] states hourly rate
servicesPlease let me know if there is any other information needed in my
behalf
Thank
You"
On Friday, Oct17,2014,
I received a call from my representative [redacted] asking me to contact Mrs
[redacted] to reiterate the hourly rate, the charge for packing
materials, and charge for fuel and
mileage[redacted] concern at the time was simply to eliminate any confusion and
any dispute regarding the hourly nature of the estimate since the moving job
was taking a bit longer than expected
The movers had other jobs after completing Mrs[redacted] move and our concerns were 1) we quoted Mrs [redacted] an hourly rate
and she appeared to now have a dispute regarding the matter, 2) Mrs [redacted] was
not onsite and there was no one to sign the job order and pay the total, 3) Mrs
[redacted] had indicated she would not by paying the total due for labor, mileage,
and packing materials
I called Mrs [redacted] and inquired about a question she had
regarding her moveMrs [redacted] stated multiple times that [redacted] had quoted her
a flat rate move and she was not paying anymore than what she had originally
been quoted, which was a total of $minus her $deposit leaving a balance
of $
At that time, I pointed out to Mrs [redacted] that my call was simply a courtesy
call to review with her 1) the hourly rate was $per hour as was emailed and
quoted to her by [redacted] on multiple occasions, 2) the cost for fuel and mileage,
as well as for packing materials, and 3) ultimately, that our movers onsite
were estimating her job would take hours more than expected in order to
complete
Mrs [redacted] became upset and stated she was only paying the
$because according to her, [redacted] has given her a flat rate which, she, Mrs [redacted] assured me was given to her in writingI Informed Mrs [redacted] that I
would be contacting [redacted] to confirm her allegation
I contacted [redacted], we reviewed the email communications that
were sent to Mrs [redacted] all indicating the billing to be hourly based[redacted]
confirmed he had never discussed any flat rates with Mrs [redacted] because we do
not offer flat rates
After speaking with [redacted] and verifying all emails sent to
Mrs [redacted] I immediately called her back and reiterated the billing would be
hourly basedAll communications with her showed that to be the case, and also,
we do not offer any flat rate quotes
Mrs [redacted] stated she would not be paying for the move at
that pointI explained to Mrs [redacted] that we then have options to chose
from: 1) we can stop further unloading her shipment, bring it back to Houston
and place it in storage until payment in full is received, 2) we can contact a
Constable to come onsite at which time we have to option to press charges for
theft of service, or 3) we estimated that the job would be take another
hours, however if the move was completed before the estimated time then of
course her total would be less, because again, it is hourly based
Mrs[redacted] huon me and contacted [redacted] who reiterated
the same information
I contacted [redacted] and he informed me that he had resolved the
matter with Mrs [redacted] and ultimately Mrs [redacted] move ended up taking
hours to complete and not the hours we had estimated
When an individual declines to pay, we follow Texas and U.S
Department of Transportation, as well as Federal Motor Carrier Safety
Administration regulation which states as follows:
"If you do not pay the charges due at the time of delivery the
mover has the right to refuse to deliver your shipment and to place it into
storage at your expense until the charges are paidThe regulations provide
that when your mover arrives at the destination, the mover may collect the
charges due before the shipment is unloaded from the truck."
_________________
On Saturday, October 18th, 2014, Mrs [redacted] contacted our office and spoke with [redacted] stating that she was not happy with
the tone I used with her and she felt I had acted unprofessionally
I contacted Mrs [redacted] that same day and indicated that I
was calling her regarding a question she had with her moveI informed Mrs
[redacted] that the call was being recorded
Mrs [redacted] stated that she had no questions and she simply
wanted my name so as to file a complaint with you, Revdex.com Houston
Mrs [redacted] also stated that she was very pleased with our
services and praised our movers, but she held a personal issue with me for
informing her of the options we have on the table when a customer refuses to
pay for services rendered
Attached are copies of the moving quotes that were sent to Mrs [redacted] dating
back to 7/22/14, the signed contract once the job had been completed for
hours, not as Mrs [redacted] claims
Furthermore, as evidenced in the recording, there is never
any mention of any missing items, nor has Mrs [redacted] made any such claim to
any representative of my companyThis is the first we hear of this claim
In the attached file of the phone conversation, Mrs [redacted] threatens to do everything possible to slander my company online, social media,
and with you, the Revdex.com, because she is holding a personal grudge against me
since she did not like my tone when I explained her rights as a consumer and
ours as service providers
Mrs [redacted] has never contacted our offices regarding any
missing items, and in fact our movers waited for Mrs [redacted] to arrive onsite
before completing all unloadingMrs [redacted] supervised all unloading of her shipment and instructed our movers where
she wanted each item placedWhen all unloading was completed, she signed the
contract and payment was processed
Should Mrs [redacted] deem it necessary to file a claim, she
may contact us directly to initiate the claims process
Should you require any further information or have any
questions, please contact me directly at: [redacted]
Best regards,
BestRate Moving and Storage
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]9, and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]Regards, Best Rate Moving has been given the opportunity for arbitration on this matter; However, this company has denied to resolve this complaint. We paid the presented bill at the end of the move under protest because of the threat from [redacted] to reload all of my mother's personal property and drive it back to Houston and "dump it off", if she did not pay the additional fees. If I had done research on this company prior to the reservation, I would have seen that several others were displeased with this company. This has been a nightmarish lesson learned dealing with this unethical and unprofessional company that takes advantage of senior citizens by forcing them to pay additional fees that were not in the original estimate. It would be futile to continue this argument, for Best Rate Moving has been paid for their services. There are plenty of other reputable movers in and around the Houston area for hire .I would like to make potential customers aware of Best Rate Moving Company's unethical practices.
Thank you.