Redefyne Moving

Movers were fantastic, customer service/office staff, not so much. First, they double booked me, and when I called to straighten it out, weren't as nice as I expected them to be given it was their mistake. Then, was only told the day before about a three hour minimum, despite speaking with two different employees previously, including the CEO, who never mentioned this. I even specifically asked the person I booked with about minimums and was told it was 1 hour. Then apparently the first CS person I spoke with to book saw communication between myself and another employee regarding this problem after we had settled it, and decided to jump into the conversation and essentially say I was lying, including that he had proof. Customer service did not seem to have customer service experience. However, the two employees that moved the boxes and furniture were fantastic. Incredibly professional, fast, careful, and very nice.

We would never use this company again after the terrible experience with them.
We used them in July 2017 and asked them to please take extra precautions as we had brand new installed wood flooring in our new home. They told us not to be concerned, they are always very careful...
The workers were fast BUT they scratched our floor on several locations either right in front of our eyes (they apologized right away...) or we heard them furniture dropping on the floor.
But when we got really upset was when we discovered the worst huge scratch a few days later which they didn't tell us about but tried to hide it with a furniture piece.
We claimed the damage right away and got an estimate from our flooring company. Redefyne Moving also sent contractors to view the damage (which some of them just didn't show up without canceling while I took time off from work waiting for them). Finally in 2/2018 they told us to intend to cover the requested amount of $3,250 on our claim, we should be please patient as they are waiting on some large receivables.
Ever since we haven't heard from them (despite that we contacted them in 4/2018 and 6/2018 asking them politely for the status of the claim).
So we would never recommend this company to anyone after the damage they have done to our property but especially because of their lack of care to fix the damage they made despite their promise to do so.

Complaint: [redacted] I am rejecting this response because: As per my prior correspondence, the company admits mistakes on their end, which resulted in an additional $1,of charges for this specific move Redefyne Moving continues to deny culpability I remain adamant in my position.Sincerely, [redacted] ***

I left a voicemail for the ODOT representative, to clarifyI am awaiting his call backWe are under the impression that we are not allowed to give discounts

We hired Redefyne Moving in Clackamas to move us on Saturday March 16th, from North Portland to West Linn. Upon hiring them, we described all of our items needing to be moved, including a large, heavy, fragile Big Green Egg which is a ceramic grill weighing roughly 250lbs. We were assured that they felt comfortable moving that item, and would put special instructions on the moving paperwork for the day of the move with the correct way to move that object.
The day of the move, we discussed multiple times, at length how the movers were going to move that item. We offered to take it apart or move it on our own if they felt uncomfortable. Again, we were assured that they felt comfortable. Upon reviewing the coverage options with the movers on-site, they stated their was no concern about moving the grill and choosing the lower coverage coverage would be fine. Upon attempting to move the grill, the movers failed to follow the instructions provided by management and dropped the Egg, shattering and totally destroying it. The foreman also said the team didn't wait for him causing the item to be dropped and destroyed. Following the incident, they assured us that the company would take care of it, and we'd be provided with a new item or reimbursed for the cost.
Upon discussing the incident with one of the owners, Sarah, we were told that we should have read the paperwork closer and that all they would provide was the minimum coverage which is $.60 per pound, equating to roughly $150. The cost to replace this item is approximately $1200. The owner even acknowledged that the moving team did not follow the instructions provided, stating "They didn't follow my instructions that we provided, I guess they thought they knew better than their manager, which happens a lot."
Overall, we are completely dissatisfied with their lack of customer service and their complete lack of accountability is appalling. It seems clear that the item was destroyed due to their negligence.

Complaint: ***
I am rejecting this response because:
I verified the claim by the business with Oregon Deptof TransportationThe agent said that while it is true that carriage rates are set by the department, there isn't an explicit rule that says a company may not provide customer a discount. The ODOT agent will be following up with the business to clarify the rule.His info:Brian WQueenOregon Department of TransportationRegistration Compliance Investigator, Economic Regulation UnitFairview Industrial DrSE Salem, OR 97302(503)378-3715 Sincerely,
** ***

Here at Redefyne Moving, wewant to do everything we can to satisfy our customersWhen miscommunicationhappens, we want to get things resolved as quickly as possible. Unfortunately, Ms*** didn’t get three moverson the first day as requested due to a miscommunication with new office staff.We
tried to accommodate a move the following day to finish, but could not do soat the beginning of the day without inconveniencing another one of ourcustomers but we were able to send a crew in the early morning. On all of the move days the actual customer wasnot there. She in fact set up two separatemoves for two different sistersWe here at Redefyne explain via our quoteemails that the customer must be on the job site at all timesPerhaps if thecustomer was there, on the first day of the move when two movers showed upinstead of the three as she requested, none of the remaining incidents wouldhave happenedMs*** paid for the services she receivedOur rates are onan hourly basis, and she did receive and pay for what she received. We also did provide discounts to thiscustomer that were not mentionedThere are a lot of quotes in this complaint.If you anyone has any further questions, we would be more than happy to provideyou the detailed emailed conversations Italso would be a good idea to take a look at the information provided by thestate of Oregon in regards to moving household goodshttp://www.oregon.gov/odot/mct/pages/movers.aspx

I left a voicemail for the ODOT representative, to clarifyI am awaiting his call backWe are under the impression that we are not allowed to give discounts.

We are not offering any further discounts or refundsThe customer received services on an hourly basis, and paid for said services

Complaint: ***I am rejecting this response because: As per my prior correspondence, the company admits mistakes on their end, which resulted in an additional $1,of charges for this specific move. Redefyne Moving continues to deny culpability. I remain adamant in my position.Sincerely,*** ***

I hired Redefyne to move my house. I had an estimate for about the same amount completed by two companies and chose to go with Redefyne. Redefyne quoted me for one size truck, but ended up sending a shorter one, and also did not provide a dolly. Apparently their truck had broken down that day, so the company rented a u-haul. The employees were not allowed to use the dolly on the u-haul because it would have incurred a fee for Redefyne. The truck did not fit all of my belongings, and the employees spent a lot of time trying to fit my home into the truck. This added to increase time trying to move items, and the move took far longer than the estimated time (by both companies). I brought up the truck issue to the company and only received an apology.

The movers gouged a chip in my wall, tore out the foam that seals the screen door and reassembled my bed incorrectly. The mover even noted on the invoice that they were at fault for the damage to the wall. I'm estimating it will cost me about $75 to patch the wall, buy a new foam sealant for the screen door and pay someone to disassemble and reassemble the bed back correctly. I initiated the claim on September 11 and they told me they have 30 days to respond. I emailed them two days ago to ask for the status, but I still haven't heard from them.

The customer is correct, we are bound by regulations from the Oregon Department of Transportation to charge our customers an hourly rate for the services they received.? Unfortunately we can not give discounts or reimbursements for any reasonI did in fact, break the rules and gave the
customer a 10% discount, he felt it was not significant enoughI advised him to contact the Motor Carrier Division and file a complaint.?

Complaint: [redacted]I am rejecting this response because: While this company admits they made mistakes, did not send the requested number of movers, had miscommunication by their new staff, they continue to refuse accountability for these said mistakes.I specifically refute the company's response to the following comments;- The friday morning return was not early morning, it was actually at noon- Although I paid for the move, the person who's belongings were being moved, was onsite at all times and in communication with me. It should not matter if I was on site or not simply because I was paying for this. - It's irrelevant that I had scheduled two moves.The second move has no bearing on this complaint whatsoever - other than $60 credit was towards the second move. - I believe I have represented correctly and have attached the e-mails between myself and Redefyne Moving where it clearly states the timelines, issues, and communications.Sincerely,[redacted]

I left a voicemail for the ODOT representative, to clarify. I am awaiting his call back. We are under the impression that we are not allowed to give discounts.

The customer is correct, we are bound by regulations from the Oregon Department of Transportation to charge our customers an hourly rate for the services they received.  Unfortunately we can not give discounts or reimbursements for any reason. I did in fact, break the rules and gave the...

customer a 10% discount, he felt it was not significant enough. I advised him to contact the Motor Carrier Division and file a complaint.

Complaint: [redacted]
I am rejecting this response because:
I verified the claim by the business with Oregon Dept. of Transportation. The agent said that while it is true that carriage rates are set by the department, there isn't an explicit rule that says a company may not provide customer a discount.  The ODOT agent will be following up with the business to clarify the rule.His info:Brian W. QueenOregon Department of TransportationRegistration Compliance Investigator, Economic Regulation Unit3930 Fairview Industrial Dr. SE Salem, OR 97302(503)378-3715 Sincerely,
[redacted]

I scheduled a move with this company for 3/11. However, due to human error, the crew was never scheduled and did not show up. I became aware of this when I called the company to confirm the move. Since a crew was not able to be found, the team showed up 3/12.

While the moving team did do a good job when they eventually showed up, the missed move date caused undue stress and additional burden for the family.

Specifically, the missed date caused:

1) The kids having to all crash out in the master bedroom on one bed with us; in addition, since all our stuff was packed, we essentially ate out Sunday afternoon through Monday night.

2) Having to take additional days off to complete the move (8 hours of work time)

3) Adding additional days (+2 at $54/day) to the current rental in order to finish up cleaning

4) Because I missed garbage run on Monday, I had to make additional runs and pay for garbage disposal.

Upon bringing this to the attention of the company, I was told that they were only able to make a 10% discount on the final bill because they're "bound by regulations from ODOT to charge the hourly rates" they do. On a move that was approximately $866, a 10% discount barely covers the financial impacts of the scheduling mishap.

I’m so disappointed in this company and the lack of care. I was referred to use this company as my family and I were moving out of state as well as my 94 year old grandmother. When starting the process to get a quote the lady who quoted me was less than concerned about how many boxes and furniture we had between the two families. I had to call back to have the owner come out to look at our storage unit to make sure that they had a large enough truck to store everything and move to a different state. He quoted me for an extra trailer if needed. When the time came to pack the truck it took them over three hours to pack my grandmas one bedroom apartment. After being an hour late to that job. Once they got to our storage unit they could not fit everything in as on their sheet of paper they were only told there was a few boxes and two mattresses. They did not even bring the trailer with them that they quoted us we would need. Unfortunately when we got to our destination and unloaded our furniture we were not pleased to find all of our pictures to be shattered with glass everywhere, and good furniture dented and scratched. The lady who took our payment to save our spot for the company told me that she never keeps credit cards on file. It has been over a month and a half and they are slowly taking payment out and there has been no follow up from this company! Unfortunately they have also overcharged us. There was no care taken or concern moving two families belongings to their new home. Beware of this company, I would never recommend them to anyone, nor will we ever use them again for future moves. It’s scary enough moving to a new state but having to deal with broken things when they arrive is very disheartening!