Power Movers of MN, Inc.

Initial Business Response /* (1000, 5, 2014/12/31) */
The move was completed on a day that was a blizzardExtra time was required to avoid injuriesThe roads were very icy so the drive took a little longerAlso at unload there was a minute walk from truck to apt.(also a small elevator)
that took added timeThere was more than trips from truck to apt with each trip taking about minutes from truck to apartmentI have contacted customer, and will be refunding hrs of time to customerCustomer has agreed that will satisfy them

Initial Business Response /* (1000, 5, 2016/02/18) */
The customer was well aware of our hourly rate when the job beganI told the customer that we would be happy to only work for hours to keep the bill close to her budgetWe have a hour minimum with all of our servicesThe driver informed
the customer of this before the job beganThe customer reply was everything needed to be moved that dayThe driver and helper preformed the move in expected time as there was an elevator and a long carry on the unload
(hrs total).They did not use dollies on the load because there was a flight of stairs and they did not want to damage the contents of the customers totesThey were used on the unload
Our quote was based on a hour minimum as per the customers request, anything over the hours was charged in minute incrementsThe time for our man crew to preform a smaller move (1/to 3/truck full) would be 3-hours pending access and weather or any other unknown factors like elevator (even a fast one) or a long carry
I feel all our customers concerns are very important, and do everything I can to make moving as stress free as possible
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of what he said was in our conversationHowever, there was no communication of time sensitivity between owner and actual moversThe men that did the hauling stated they did not know that the owner and I had talked about a quote between $400-They merely said that I would have to discuss any financial issues with the ownerI feel that being charged over the maximum is rediculous as I did not even have any kitchen/dining room furniture to haulIt was a small moveThe owner should live by his own words and see my concerns as just as important as any other customers
Final Business Response /* (4000, 9, 2016/02/22) */
The time it takes us to do a move and our efficiency is very important to usWe always try our best to complete a move in under the estimated time, although that is not always possibleI had spoken to the crew before the move and made them aware of your concern to keep the move at a minimumThey confirmed with me several times that you told them that everything needed to go, when they told you that they could just move for 2-hrs if that's what you wantedYou where aware of our hourly rate in advanceAs I stated before, the move took the two experienced gentleman the expected amount of time to move the items down a flight of stairs, across town, to the elevator, up the elevator, down the hall and into your destinationI do not feel the move could have been accomplished any soonerYou were charged for the exact amount of time the movers were working on the load, driving and unloading

Initial Business Response /* (1000, 5, 2016/02/18) */
The customer was well aware of our hourly rate when the job began. I told the customer that we would be happy to only work for 2 hours to keep the bill close to her budget. We have a 2 hour minimum with all of our services. The driver...

informed the customer of this before the job began. The customer reply was everything needed to be moved that day. The driver and helper preformed the move in expected time as there was an elevator and a long carry on the unload
(4.25 hrs total).They did not use dollies on the load because there was a flight of stairs and they did not want to damage the contents of the customers totes. They were used on the unload.
Our quote was based on a 2 hour minimum as per the customers request, anything over the 2 hours was charged in 15 minute increments. The normal time for our 2 man crew to preform a smaller move (1/2 to 3/4 truck full) would be 3-4 hours pending access and weather or any other unknown factors like elevator (even a fast one) or a long carry.
I feel all our customers concerns are very important, and do everything I can to make moving as stress free as possible.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of what he said was in our conversation. However, there was no communication of time sensitivity between owner and actual movers. The 2 men that did the hauling stated they did not know that the owner and I had talked about a quote between $400-600. They merely said that I would have to discuss any financial issues with the owner. I feel that being charged over the maximum is rediculous as I did not even have any kitchen/dining room furniture to haul. It was a small move. The owner should live by his own words and see my concerns as just as important as any other customers.
Final Business Response /* (4000, 9, 2016/02/22) */
The time it takes us to do a move and our efficiency is very important to us. We always try our best to complete a move in under the estimated time, although that is not always possible. I had spoken to the crew before the move and made them aware of your concern to keep the move at a minimum. They confirmed with me several times that you told them that everything needed to go, when they told you that they could just move for 2-3 hrs if that's what you wanted. You where aware of our hourly rate in advance. As I stated before, the move took the two experienced gentleman the expected amount of time to move the items down a flight of stairs, across town, to the elevator, up the elevator, down the hall and into your destination. I do not feel the move could have been accomplished any sooner. You were charged for the exact amount of time the movers were working on the load, driving and unloading.

Initial Business Response /* (1000, 5, 2014/09/03) */
We quoted the customer our rates of 205/hr with a 2 hr minimum. Customer must have been confused about our 2 hr minimum. Driver reviewed charges before job started and customer signed invoice. One crew member got sick so the customer was...

charged the 3 man crew rate at 175/hr. The job consisted of moving out 2 - 10 x 20 storage units then move her daughters stuff into one of the emptied storage units. These jobs were originally scheduled on two different days. Customer's closing was delayed last minute and we accommodated to do her move the same day as her daughter's despite that we were solid booked already that day. (This was explained to customer prior to the day of the move) Our 3 man crews are expected to load and unload a full truck in 5 hrs. Both households were moved in 9.25 hrs including travel time out of town (20 mins one way). That is less than expected time. Once job was over driver called me and wanted me to talk to the customer. Customer wanted to use an expired or cancelled card to make payment (she said she didn't have new card yet). I informed customer that payment is due after services are rendered. She said her daughter would pay for her move. The daughter's card was then charged for full payment. Our company policy is that any special payment arrangements need to be approved in advance through the office prior to the move.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not dispute the accommodating of the two moves in one day. What I do dispute is the moving times, the rate quote and the payments. As far as the quote that I got over the phone I was told 2 hrs/4 guys/205 dollars. I even commented to the girl on what an awesome deal that was, 4 guys for 2 hours for 205 dollars. I was never corrected by the scheduler or told that I must have misunderstood. I even told the guy that we meet at the storage unit that is what I was told. I didn't just make it up right there on the spot. The surprised look on my face when he said it was going to be 205 dollars per hour should have been a clue that I hadn't heard that before or been told that. It wasn't my plan from the start to rip off the company. That is what I was told and that is what I expected from them the day of the move. Yes I did sign the paper because I didn't really have much of a choice since I had no moving truck scheduled for the day and had to be out of a townhouse in a matter of hours. We have the times that they left each location and the time it took them to return and these times do not correlate with the times that they said we were being charged for. Such as the load time of the townhouse belongings and the unload time of said truck. I strongly feel that we were over charged by their "hourly rates". If I would have had any idea it was going to be that much I never would have used them. My daughter was in tears when they left because she had not budgeted for a $900 move! And as far as the payment I did not tell them to put my move on my daughter's card. They were going to put hers on her card, which she had to use since the rate was twice as much as she had expected, and I would pay for my portion when my new card came since it had to be cancelled due to fraudulent activity. Isn't that ironic! I feel that the whole situation was handled poorly by the owner of the company and that we were taken advantage of by exaggerating the move times to pad his own wallet! The owner should have made more an effort to make his displeasured customers a little happier instead of calling them liars. And the mere fact that he hasn't apologized for the misunderstanding or his lack of willingness to satisfy an upset customer speaks volumes as to his character. And as I have said before there will be no positive comments made for or about this company. I truely feel that a portion of that fee should be refunded to his customers.
Final Business Response /* (4000, 9, 2014/09/12) */
Our rates are stated on the bill of lading. The customer signed before work began and was aware of our rates. If there were any questions at that time, the customer should have called the office. A call was only received at the end of job when payment was due. The secretary who took the original call said she went over rates numerous times and explained it was 205/hr with a 2 hr minimum, after the 2 hr minimum is met we bill in 15 min increments after that. As the owner of The Power Movers I take each customer's concerns very seriously. I never received a call from the customer in regards to this matter. I am open to arbitration or letting the matter rest with the court system.