Pearson Moving

I would like to address the fact that Pearson Moving would never take advantage of a disabled person or intend to in any wayThis statement is pure defamation which is illegal, and unfair to a small businessYour move was never booked as a binding estimateAt time of booking, you were informed of all of our chargesWe have an initial trip charge, and an hourly rateWe gave you a $discountWe do not ever guarantee the number of hours a job will take because every move is differentWe bill every move in fifteen minute increments Your move was no different, You were notified at time of booking that any time after two hours will result in the hourly rate being billedWe were never given your second address because you did not have it at the time of reservationYou had to give it to our staff once they arrivedYour move was a direct service move meaning you were present at the load, followed our truck to the final destination and were present at the unloadAt no time were any items lost, broken or misplacedWe were not the company who moved you into the storage unit so the items we handled were in the same condition at delivery as pick upAt the two hour mark, our staff had asked you (As they were conscious of your budget) If you had any friends, family or neighbors who may be willing to bring your items into your new apartment so our staff could unload the truck at the bottom of the stairs to be done with your move quicker to stay on budgetYou had then stated that you wished our company to proceed finishing the whole move, fully knowledgable of the additional time and billing that would incurThere was over a 100ft walk to the door between the truck and apartmentThis can result in additional time required to service the moveWe are saddened to hear that you were not thrilled with your service, however our company did everything that we were contracted to do with no damagesGetting your move done in two hours was an unrealistic expectation

We get a list of customer names & have the option to redeem or unredeem vouchers as we service our clientsWe had another client with your same name back in June where our office staff marked your voucher as redeemedIt was an honest mistake & we were not contacted by you until 8/Once you contacted our business, we immediately attempted to make it rightWe explained that your voucher expired on 7/Once a voucher is expired, [redacted] requires that we only redeem it for the amount the customer paid, forfeiting the coupon amountThe fact that this voucher was redeemed accidentally during the valid period, we offered you the full coupon amount, a month past the expiration dateOur office staff also offered to immediately unredeem the voucher on [redacted] so that you then could ask for a full refund from [redacted] We can not offer a refund to you because we do not sell the vouchers, only [redacted] doesYou asked that we do not unredeem it (9/1) because you still wished to use itOnce you learned that your service area had a trip charge (As detailed on our website under our booking policy) you asked that we waive this chargeThe voucher is good for 2hrs of moving, which you receive, however it does not include the initial trip charge (Varies on location of each customer) and for obvious reasons, the two hour voucher is only good for 2hrs, & does not include time past this, as you requested in your complaint, that we waive alsoThis is mandatory on all moves & we cannot waive itOn 9/you asked us to unredeem your voucher so that you could ask for a refund from [redacted] We immediately unredeemed this voucher-you will also notice the expiration date of the voucher in the screen shot attachmentOur office has attempted numerous times to make this right for the client, & you have declined

Hi ***, Please view the attached letter, this is our last and final offer regarding the damages on your recent moveWe have tried to be reasonable throughout this process with you and do apologize for any inconveniencePlease understand that we have tried to satisfy you to the best of our ability, but there is no way for a moving company to replace your TV with a new unit, at $.60/lb valuation

I reject this response based on the bad business his employees deliveredOne employee was telling me the TV would be repaired and not to worry because the owner will take care of it while another employee was on the phone with Kevin calling in the damageNext thing I know they are out the door with a signed contract that was never reviewed or detailed to us in regards to the damageAlso I have spoken to several other customers of Pearson and they had very similar issuesAs a consumer of a local business I believe I was misled by the employees of Pearson and the owner never once took the time to consider my side of the storyHe immediately took the word of his employees without even considering the impact to me the paying customer He "hides" behind a contract that he never clearly explains to his customers on the front or backend of the transaction but it's the first thing he references when his employees damage items. his employees may have wrapped the TV correctly but they were negligent in how they secured the TV in the truckThe pictures show how much damage was done This isn't incidental damageWe moved the TV across the country without a scratch because it was properly secured in the truck.it cost us $to replace the TV$more than he offeredIn proper disclosure and negligence on his employees are why I refuse this response

This TV was blanketed and shrink wrapped multiple times with a layer of cardboard protection. A practice most commonly used in the industry when the customer does not have the original tv box. The customer did have an old tv box, however that box was deemed unusable by our trained staff due to the...

structural integrity of the box. There is risk in moving. We do everything possible to eliminate this risk by protecting all furniture before handling. We inform all of our customers multiple times before service is initiated that the included coverage on their move is limited to $.60/lb for all damages. This is the agreement that the customer and her husband entered into with our company initiating service. Each customer is directed to our affiliate, [redacted] insurance to purchase additional coverage for their move. This link is located on our website, as well as notifying the customer on the contract that if they did not purchase additional insurance coverage, that their move will be limited to $.60/lb. Moving companies are not insurance brokers and do not have the authority to sell insurance. Moving companies are required by the US Dept. of Weights and Measures to reimburse $.60/lb for all damages. This is what we did for the customer. We actually went above the contract stated liability to assist as much as we could with their claim. We are very limited on what we can do if they do not purchase additional 3rd party insurance for their move. There is risk in moving and our company has an incredible track record servicing thousands of clients, moving hundreds of TVs per month with no damages.  We are deeply saddened to see this review posted without these facts, leaving a one sided story for future customers to read. We do not begin service until our client our clients initial, understanding that our liability ends at $.60/lb for all damages. This is listed three times on the contract and two times on our website, as well as notified at time of booking.

I would like to address the fact that Pearson Moving would never take advantage of a disabled person or intend to in any way. This statement is pure defamation which is illegal, and unfair to a small business. Your move was never booked as a binding estimate. At time of booking, you were informed of...

all of our charges. We have an initial trip charge, and an hourly rate. We gave you a $130 discount. We do not ever guarantee the number of hours a job will take because every move is different. We bill every move in fifteen minute increments.  Your move was no different, You were notified at time of booking that any time after two hours will result in the hourly rate being billed. We were never given your second address because you did not have it at the time of reservation. You had to give it to our staff once they arrived. Your move was a direct service move meaning you were present at the load, followed our truck to the final destination and were present at the unload. At no time were any items lost, broken or misplaced. We were not the company who moved you into the storage unit so the items we handled were in the same condition at delivery as pick up. At the two hour mark, our staff had asked you (As they were conscious of your budget) If you had any friends, family or neighbors who may be willing to bring your items into your new apartment so our staff could unload the truck at the bottom of the stairs to be done with your move quicker to stay on budget. You had then stated that you wished our company to proceed finishing the whole move, fully knowledgable of the additional time and billing that would incur. There was over a 100ft walk to the door between the truck and apartment. This can result in additional time required to service the move. We are saddened to hear that you were not thrilled with your service, however our company did everything that we were contracted to do with no damages. Getting your move done in two hours was an unrealistic expectation.

Hi [redacted], Please view the attached letter, this is our last and final offer regarding the damages on your recent move. We have tried to be reasonable throughout this process with you and do apologize for any inconvenience. Please understand that we have tried to satisfy you to the best of our ability, but there is no way for a moving company to replace your TV with a new unit, at $.60/lb valuation.

We get a list of customer names & have the option to redeem or unredeem vouchers as we service our clients. We had another client with your same name back in June where our office staff marked your voucher as redeemed. It was an honest mistake & we were not contacted by you until 8/31. Once...

you contacted our business, we immediately attempted to make it right. We explained that your voucher expired on 7/9. Once a voucher is expired, [redacted] requires that we only redeem it for the amount the customer paid, forfeiting the coupon amount. The fact that this voucher was redeemed accidentally during the valid period, we offered you the full coupon amount, a month past the expiration date. Our office staff also offered to immediately unredeem the voucher on [redacted] so that you then could ask for a full refund from [redacted]. We can not offer a refund to you because we do not sell the vouchers, only [redacted] does. You asked that we do not unredeem it (9/1) because you still wished to use it. Once you learned that your service area had a trip charge (As detailed on our website under our booking policy) you asked that we waive this charge. The voucher is good for 2hrs of moving, which you receive, however it does not include the initial trip charge (Varies on location of each customer) and for obvious reasons, the two hour voucher is only good for 2hrs, & does not include time past this, as you requested in your complaint, that we waive also. This is mandatory on all moves & we cannot waive it. On 9/6 you asked us to unredeem your voucher so that you could ask for a refund from [redacted]. We immediately unredeemed this voucher-you will also notice the expiration date of the voucher in the screen shot attachment. Our office has attempted numerous times to make this right for the client, & you have declined.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Heather W[redacted]