Rankin Ranch

[redacted] called our office Monday October 19th, and gave us her moving information over the phone At that time she described her move as a bedroom apartment, with an additional pick up of goods equaling a bedroom apartment in public storage, both of which were located in Telford She was quoted our basic rate and minimum information, again, based solely on our verbal conversation: men @ $per hour with a hour minimum which includes our “empty” travel time, plus a fuel surcharge of $16.00, making theminimumshe would pay as $ It was also explained that any additional time as needed, would be charged at the same $per hour rate Moving approximately 6+/- rooms (bedrooms, living rooms, kitchen and boxes) from two different locations into one, we advised that she be prepared for a to hour moving day [redacted] later decided to book her move with us for October 31st She was sent our confirmation letter for which was assume she read, signed and returned At a later date, [redacted] called and asked about moving a piano on the 31st, for which she was told her we do could and that it would simply be part of her moving day time, for which it was--from a 2nd floor On Monday November 2nd, [redacted] called our office to complain about the length of time her move took and stated that she stilled owed Hammer's a balance because she ran out of resources to cover her bill We told her it would be reviewed, and we'd see what we could doWe spoke with Angel and Jason, two of the crewman from her move They reported that the apartment was on the 2nd and 3rd floors, and in addition, a third local stop was addedWhile these details may seem unimportant, they do change the nature of the move and had we known about these details when we first spoke with [redacted] , she would have quoted additional labor time upfrontBoth crewmen said in the end, the household goods nearly filled the moving truck, not something we would refer to as a "small" move The crew she had totaled over years of moving experience, and being Halloween, all were anxious to get home to be with their children Our office manager, Lynn, spoke with [redacted] yesterday and told her that we would not collect the remaining monies due from Saturday's move Lynn explained that had she known about the layout of the apartment and the additional stop, that she would quoted her more labor time right from the startVerbal quotes are the hardest, we cannot see what really needs to be handled, we cannot see the layout, the walk involved, how close or far the truck can park, etcWe don't like surprises any more than a customer would, and we go to great lengths to make sure everyone is on the same page when it comes to movingWe send a confirmation letter to all customers, which clearly states on page 1: "Please keep in mind that regardless of the estimate; the actual fee for your move will be determined on moving dayYou are charged for the hours required to move your goods Extra charges will apply should you require packing, rigging, storage, shuttle, waiting and/or inventory time." Quotes, either verbal or written are just that, a quote, not a firm or guaranteed price [redacted] was NEVER told that her total would simply be the hour moving day minimum [redacted] reported having some damage, and a claim form with letter of instruction has already been mailedWe apologize that this move was not as expected, and while moving is stressful under any circumstances, we will not be refunding any monies

[redacted] did not request a free visual estimate, what we discussed at the time was the simple fact that her verbal description was accurate and while we could still provide a visual, neither party felt is was necessaryA mistake we will not make againKeep in mind, we would not have gone to the public storage facility to estimate because we would not been have able to see all the goods as they were already packed and contained in storage, that is standard practice for all moversInstead, a verbal inventory is given and from that, time is estimatedThere was a 3rd stop added, regardless of the time it took [redacted] was advised to expect at least a - hour day, and while the move did indeed take longer, an estimate is, as stated, only an estimateWe have already waived the $balance due from her moving day, and will process her claim for damage, once received

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:Hammer's states there was no visual estimation That is true My sister requested the visual and was told it was not necessary We trusted they knew best (our 1st mistake) We did have a "3rd floor" It was an attic space that contained boxes and a small printer Total maybe minutes to move down A 3rd stop was not added This was told from the beginning This was to empty a studio apartment It took minutes It was timed So total, about minutes "extra' was added to their time The quote given was told "that should take about hours, I can't see it taking more than hours" I do understand that things go not as planned However I still do not understand how 4-hours goes to hours Hammer's movers said that the truck was full It was not quite 3/full The storage unit contained a loose interpretation of bedroom She had no living room furniture, no bedno table She had hutches and lots of boxes I understand their movers may be "professionals" and wanting to get home However, I think they took us for a ride, understanding we did not have a visual confirmation Regards, [redacted] ***

[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 Administratively Resolved]
 Complaint: 10938073
I am rejecting this response because:Hammer's states there was no visual estimation.  That is true.  My sister requested the visual and was told it was not necessary.  We trusted they knew best (our 1st mistake).  We did have a "3rd floor".  It was an attic space that contained 4 boxes and a small printer.  Total maybe 15 minutes to move down.  A 3rd stop was not added.  This was told from the beginning.  This was to empty a studio apartment.  It took 15 minutes.  It was timed.  So total, about 30 minutes "extra' was added to their time.  The quote given was told "that should take about 4 hours, I can't see it taking more than 6 hours"  I do understand that things go not as planned.  However I still do not understand how 4-6 hours goes to 10.5 hours.  Hammer's movers said that the truck was full.  It was not quite 3/4 full.  The storage unit contained a loose interpretation of 1 bedroom.  She had no living room furniture, no bed. no table.    She had 2 hutches and lots of boxes.  I understand their movers may be "professionals" and wanting to get home.  However, I think they took us for a ride,  understanding we did not have a visual confirmation.  
Regards,
[redacted]

[redacted] called our office Monday October 19th, and gave us her moving information over the phone.  At that time she described her move as a 2 bedroom apartment, with an additional pick up of goods equaling a 1 bedroom apartment in public storage, both of which were located in Telford....

 She was quoted our basic rate and minimum information, again, based solely on our verbal conversation: 3 men @ $129 .00 per hour with a 5 hour minimum which includes our “empty” travel time, plus a fuel surcharge of $16.00, making theminimumshe would pay as $661.00.  It was also explained that any additional time as needed, would be charged at the same $129.00 per hour rate.  Moving approximately 6+/- rooms (3 bedrooms, 2 living rooms, kitchen and boxes) from two different locations into one, we advised that she be prepared for a 6 to 7 hour moving day.  [redacted] later decided to book her move with us for October 31st.  She was sent our confirmation letter for which was assume she read, signed and returned.  At a later date, [redacted] called and asked about moving a piano on the 31st, for which she was told her we do could and that it would simply be part of her moving day time, for which it was--from a 2nd floor.  On Monday November 2nd, [redacted] called our office to complain about the length of time her move took and stated that she stilled owed Hammer's a balance because she ran out of resources to cover her bill.  We told her it would be reviewed, and we'd see what we could do. We spoke with Angel and Jason, two of the crewman from her move.  They reported that the apartment was on the 2nd and 3rd floors, and in addition, a third local stop was added. While these details may seem unimportant, they do change the nature of the move and had we known about these details when we first spoke with [redacted], she would have quoted additional labor time upfront. Both crewmen said in the end, the household goods nearly filled the moving truck, not something we would refer to as a "small" move.  The crew she had totaled over 45 years of moving experience, and being Halloween, all were anxious to get home to be with their children.  Our office manager, Lynn, spoke with [redacted] yesterday and told her that we would not collect the remaining monies due from Saturday's move.  Lynn explained that had she known about the layout of the apartment and the additional stop, that she would quoted her more labor time right from the start. Verbal quotes are the hardest, we cannot see what really needs to be handled, we cannot see the layout, the walk involved, how close or far the truck can park, etc. We don't like surprises any more than a customer would, and we go to great lengths to make sure everyone is on the same page when it comes to moving. We send a confirmation letter to all customers, which clearly states on page 1:  "Please keep in mind that regardless of the estimate; the actual fee for your move will be determined on moving day. You are charged for the hours required to move your goods.  Extra charges will apply should you require packing, rigging, storage, shuttle, waiting and/or inventory time."  Quotes, either verbal or written are just that, a quote, not a firm or guaranteed price.  [redacted] was NEVER told that her total would simply be the 5 hour moving day minimum.  [redacted] reported having some damage,  and a claim form with letter of instruction has already been mailed. We apologize that this move was not as expected, and while moving is stressful under any circumstances, we will not be refunding any monies.

[redacted] did not request a free visual estimate, what we discussed at the time was the simple fact that her verbal description was accurate and while we could still provide a visual, neither party felt is was necessary. A mistake we will not make again. Keep in mind, we would not have gone to the public storage facility to estimate because we would not been have able to see all the goods as they were already packed and contained in storage, that is standard practice for all movers. Instead, a verbal inventory is given and from that, time is estimated. There was a 3rd stop added, regardless of the time it took. [redacted] was advised to expect at least a 6 - 7 hour day, and while the move did indeed take longer, an estimate is, as stated, only an estimate. We have already waived the $200 balance due from her moving day, and will process her claim for damage, once received.