Road Scholars Moving & Storage

Hello and thank you Ms [redacted] , I have had an opportunity to review this case with ***Additionally, I have examined the email thread, in regard to Ms [redacted] ’ moveFinally, I received reports from the moving crew, that provided the service Obviously, it was very unfortunate, that we arrived late to Ms [redacted] ’ jobAs she stated on her Revdex.com complaint, the scheduled arrival time was 8-am, and we arrived at 11:AMWe are certainly not proud that we arrived, past our window! This is why Ms [redacted] and [redacted] mutually agreed to discount her freight bill by $On Sunday June 5, at 9:AM; Ms [redacted] emailed ***, agreeing to said discount: “I will pay the balance which includes hours at $with no service fee, as I cannot continue to waste my time and energy arguing with you.” Ms [redacted] is now requesting, that we refund an additional $(on top of the $already given)She is asking for a total of $to be discounted, for arriving a couple hours lateWhile I respect the fact that our tardiness was stressful, we feel that the $discount was more than fair Following are responses to her complaints: Our moving crew did not bring a moving truck and brought out a personal vehicleIn fact, the crew arrived in a company vehicle, specified for loading/unloading the customer’s PODs/moving truck; with all equipment needed for this jobLater that afternoon, [redacted] personally delivered a moving truck, long before the moving crew needed it for loading purposesThey spent many hours loading the PODs, which was the original planFollowing is the direct quote, from our confirmation emailed to Ms [redacted] on May 4, “We are sending a two man loading crew, at the rate of $per hour, with a two-hour minimum, charging in quarter-hour increments thereafterCharges are door to door, which means we do not start the charges until we arrive at your current address and stop the charges once the move has been fully completedPlus a one-hour service fee which accounts towards the movers' round trip, fuel and equipment.” The plan was for a loading crew only, to load PODsThe fact that the moving truck was not present during the loading of her two PODs, had no bearing on the dayThe moving truck was delivered, prior to them needing the truckTherefore, there was never an issue to be addressed We were late and [redacted] “specifically stated that it was normally $and he would reduce it to $per hour.” With all due respect, there must have been a misunderstandingWe would never offer such a considerable discount for being a couple hours late, this would have represented a $discount, which would equate to $per hour that Ms [redacted] waited! In fact, most moving companies in town, would not even give any discount for being late, none-the-less a couple hours lateWe initially offered half of the one-hour service fee ($54.50), and later increased our offer to the full/one-hour service fee ($109) “He never called me the next day .Not only did [redacted] not call me the next day as discussed, but he also ran my credit card for the full amount of $”The agreement was that she and ***, would discuss the charges, prior to us making the chargeThis is exactly what was done [redacted] emailed, addressing her complaints, the day after Ms [redacted] ’ move (Thursday June 2, at 5:PM)He also increased his offer for the discount from $to $This email was answered by Ms [redacted] on Sunday June 5, 2016; agreeing to ***’s offer of the $discountThen, and only then, the charge was ran on her credit card on Monday June 6, 2016, minus the $discountAlso, [redacted] answered her final email to us, stating: “When you say we were unable to meet the agreed upon conditions of the commitment, is there something I am unaware of? If so, I would be more than happy to address thatI do appreciate your time and feedback.” [redacted] was stating that if there was something more he could address or any other concerns, he would be happy to do soHowever, we never heard back from her In closing, we feel that we addressed the issue of our being late, with a substantial discount of $for each hour we were late ($109.00)We are sorry to hear that she is still unhappyHowever, we simply cannot grant her request for a $discount, for being two hours late Sincerely, [redacted] Road Scholars Moving & Storage ECaley Ave., Suite D Centennial, CO [redacted] Road Scholars Moving & Storage is registered with the Public Utilities Commission of Colorado as a Mover: [redacted] ***

At this time, we are working with this consumer directly.Thank you, [redacted] Road Scholars Moving & Storage [redacted]

Complaint: [redacted]
I am rejecting this response because: This company has conducted themselves in a completely unprofessional manner throughout my dealings with them and now that they have been made aware of a Revdex.com complaint against them, they are merely changing their story and also making completely false statements about my actions and requests in the transaction. I am in the middle of a home renovation, unpacking from a move, caring for a baby all while being 6 months pregnant. I was completely aware that there would be no refund received, even though that would be the "right" course of action for them to take, given that was exactly what [redacted] stated he would do. As I finally said in my email conversation, AFTER much back and forth with [redacted], I no longer have the time or energy to argue with someone unscrupulous and unwilling to stand by his word. The main purpose of my complaint to to Revdex.com is to provide a record for other potential customers as to what they might deal with should they use this business. I will however reiterate that this company still does not have a signed credit card authorization form for the amount that they charged my card, which should I choose to pursue, could be disputed with my credit card company. 
Sincerely,
[redacted]

Hello and thank you Ms. [redacted],   I have had an opportunity to review this case with [redacted]. Additionally, I have examined the email thread, in regard to Ms. [redacted]’ move. Finally, I received reports from the moving crew, that provided the service.   Obviously, it was very...

unfortunate, that we arrived late to Ms. [redacted]’ job. As she stated on her Revdex.com complaint, the scheduled arrival time was 8-10 am, and we arrived at 11:30 AM. We are certainly not proud that we arrived, past our window! This is why Ms. [redacted] and [redacted] mutually agreed to discount her freight bill by $109.00. On Sunday June 5, 2016 at 9:10 AM; Ms. [redacted] emailed [redacted], agreeing to said discount: “I will pay the balance which includes 10 hours at $109 with no service fee, as I cannot continue to waste my time and energy arguing with you.”   Ms. [redacted] is now requesting, that we refund an additional $460.00 (on top of the $109.00 already given). She is asking for a total of $569.00 to be discounted, for arriving a couple hours late. While I respect the fact that our tardiness was stressful, we feel that the $109.00 discount was more than fair.   Following are responses to her complaints: 1.       Our moving crew did not bring a moving truck and brought out a personal vehicle. In fact, the crew arrived in a company vehicle, specified for loading/unloading the customer’s PODs/moving truck; with all equipment needed for this job. Later that afternoon, [redacted] personally delivered a moving truck, long before the moving crew needed it for loading purposes. They spent many hours loading the PODs, which was the original plan. Following is the direct quote, from our confirmation emailed to Ms. [redacted] on May 4, 2016. “We are sending a two man loading crew, at the rate of $109.00 per hour, with a two-hour minimum, charging in quarter-hour increments thereafter. Charges are door to door, which means we do not start the charges until we arrive at your current address and stop the charges once the move has been fully completed. Plus a one-hour service fee which accounts towards the movers' round trip, fuel and equipment.” The plan was for a loading crew only, to load PODs. The fact that the moving truck was not present during the loading of her two PODs, had no bearing on the day. The moving truck was delivered, prior to them needing the truck. Therefore, there was never an issue to be addressed. 2.       We were late and [redacted] “specifically stated that it was normally $109 and he would reduce it to $54 per hour.” With all due respect, there must have been a misunderstanding. We would never offer such a considerable discount for being a couple hours late, this would have represented a $599.50 discount, which would equate to $299.75 per hour that Ms. [redacted] waited! In fact, most moving companies in town, would not even give any discount for being late, none-the-less a couple hours late. We initially offered half of the one-hour service fee ($54.50), and later increased our offer to the full/one-hour service fee ($109). 3.       “He never called me the next day….Not only did [redacted] not call me the next day as discussed, but he also ran my credit card for the full amount of $1000…”. The agreement was that she and [redacted],  would discuss the charges, prior to us making the charge. This is exactly what was done. [redacted] emailed, addressing her complaints, the day after Ms. [redacted]’ move (Thursday June 2, 2016 at 5:13 PM). He also increased his offer for the discount from $54.50 to $109.00. This email was answered by Ms. [redacted] on Sunday June 5, 2016; agreeing to [redacted]’s offer of the $109.00 discount. Then, and only then, the charge was ran on her credit card on Monday June 6, 2016, minus the $109.00 discount. Also, [redacted] answered her final email to us, stating: “When you say we were unable to meet the agreed upon conditions of the commitment, is there something I am unaware of? If so, I would be more than happy to address that. I do appreciate your time and feedback.”  [redacted] was stating that if there was something more he could address or any other concerns, he would be happy to do so. However, we never heard back from her.   In closing, we feel that we addressed the issue of our being late, with a substantial discount of $54.50 for each hour we were late ($109.00). We are sorry to hear that she is still unhappy. However, we simply cannot grant her request for a $569.00 discount, for being two hours late.   Sincerely,   [redacted] Road Scholars Moving & Storage 12001 E. Caley Ave., Suite D Centennial, CO 80111 [redacted]
[redacted]
[redacted] Road Scholars Moving & Storage is registered with the Public Utilities Commission of Colorado as a Mover: [redacted]

At this time, we are working with this consumer directly.Thank you,[redacted]Road Scholars Moving & Storage[redacted]