Soares Builder

We base our estimates on the inventory that is provided by the customerThis customer went onto our website and filled in her inventoryShe had indicated that she had pieces of furniture and 51-boxes going from the 2nd floor apartment to another 2nd floor apartmentUpon arrival to load, the inventory was much more then indicated mostly over boxesWhat should have been about a 1/2-3/a 28' truck full was a packed full truckWhen we arrived to the unload there was actually flights of stairs, which greatly impacts the unloading timeAll these things impact the time that it takesAs with most moving companies, estimates are only as good as the inventory providedThe estimate was for hours at $130/hr totaling $780, the actual time spent was hours a cost of $(not $as mentioned above)The day after the move Alana's husband called and stating there was a scratch, which was about in long on the outside of the crib, and a table that was damaged, and mentioned that they had emailed me a new, similar oneWe then discussed the reasoning for the estimate going over, he agreed that there may have been a few more items and more flights then disclosed, but that he was the customer and we should just give him his money back to make him happyI conveyed my disagreement to that, and he then began to threaten me stating if I didn't give him some money back he would "ruin us" on social mediaI agreed that after his repair was complete to his satisfaction I would send him a partial refund of $136.00, with the understanding that he would not speak negatively about our companyHe agreed to thatHe called towards the end of the week of the 13th of November and said that he was satisfied and wondering where his check wasI stated I would send it out with our check run on Monday 11/It was processed on 11/20, and sent outNot sure if they didn't really receive it or not, maybe just going back on our agreementContrary to to Ms [redacted] statement we provide free of charge present value insurance with a moveReplacement insurance is available, ***s did not choose to purchase thatOur policy and liability statements, sent with all our estimates and ( I have attached) states that in the event of an accident and damage occurs, our 1st step is to repair the itemThe gentleman who has over years in the furniture industry, went out and repaired the scratch (not gouge)Since it was on the outside of the crib, and the crib has original paint on it, he did touch up the scratchHad the ***'s requested he not paint it, then he would have complied with their wishesHe indicated that the table that they were claiming that was damaged, was not fresh, and that it had been done prior to the move We repaired the damaged that we caused which is our obligation, I attempted to split the difference in the estimate by refunding them a portion of what went over, with an agreement, they have now gone back one

Her husband called shortly after my response to the Revdex.com and threatened me againStating I was going to be paying a lot more than the $for doing this, he would make sure of it. I advised him that he was to not threaten me again or I would get the police involved. There is a correct way to handle it and an incorrect way, and threatening someone is not. I did put a stop payment on the check after they went back on our agreement. The stop payment was placed the day after they wrote their review on google which was on 11/30/17, days after the check was sent, and after they wrote their review. We do moves a year, and unfortunately most of the time the unhappy speak the loudest. Yelp, who intentionally hides reviews, is not a fair or complete picture of our service. Those are such a small percentage of the moves that we do. As stated before, we can only estimate on the information that was given and if that information is incorrect as it was, the estimate is going to be incorrect. They gave us incorrect information, and again conveyed incorrect information, inflating what they paid for the move saying $1150, when it was $1072. Not sure if Ms.*** understands how the mail system works, but the mail carriers don't pick up mail from us and drive it directly to her mailbox. It gets picked up, taken to Milwaukee, sorted, and brought back to the Madison area and delivered. In those days, there was also a Sundays and a Thanksgiving holidayI have no control over the mail system. As stated before I attempted to rectify this, and they have continued to make it more difficult, and have said things on social media, online and on the phone that are irreversible. I will not be offering any other type of refund or agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My husband called to inform Brenda that we would take to social media to share our experience and in that way, they’d payThat is not a threat and to call it one is dramaticBrenda has threatened police contact on several customers according to reviewsThere are a few (very few) good reviews on yelp for this company so to state that they hide reviews doesn’t make senseWhat would yelp gain from that?
Regards
Alona ***

We base our estimates on the inventory that is provided by the customer. This customer went onto our website and filled in her inventory. She had indicated that she had 28 pieces of furniture and 51-100 boxes going from the 2nd floor apartment to another 2nd floor apartment. Upon arrival to load,...

the inventory was much more then indicated mostly over 150 boxes. What should have been about a 1/2-3/4 a 28' truck full was a packed full truck. When we arrived to the unload there was actually 3 flights of stairs, which greatly impacts the unloading time. All these things impact the time that it takes. As with most moving companies, estimates are only as good as the inventory provided. The estimate was for 6 hours at $130/hr totaling $780, the actual time spent was 8.25 hours a cost of $1072.50 (not $1150 as mentioned above). The day after the move Alana's husband called and stating there was a scratch, which was about 2 in long on the outside of the crib, and a table that was damaged, and mentioned that they had emailed me a new, similar one. We then discussed the reasoning for the estimate going over, he agreed that there may have been a few more items and more flights then disclosed, but that he was the customer and we should just give him his money back to make him happy. I conveyed my disagreement to that, and he then began to threaten me stating if I didn't give him some money back he would "ruin us" on social media. I agreed that after his repair was complete to his satisfaction I would send him a partial refund of $136.00, with the understanding that he would not speak negatively about our company. He agreed to that. He called towards the end of the week of the 13th of November and said that he was satisfied and wondering where his check was. I stated I would send it out with our check run on Monday 11/20. It was processed on 11/20, and sent out. Not sure if they didn't really receive it or not, maybe just going back on our agreement. Contrary to to Ms. [redacted] statement we provide free of charge present value insurance with a move. Replacement insurance is available, [redacted]s did not choose to purchase that. Our policy and liability statements, sent with all our estimates and ( I have attached) states that in the event of an accident and damage occurs, our 1st step is to repair the item. The gentleman who has over 40 years in the furniture industry, went out and repaired the scratch (not gouge). Since it was on the outside of the crib, and the crib has original paint on it, he did touch up the scratch. Had the [redacted]'s requested he not paint it, then he would have complied with their wishes. He indicated that the table that they were claiming that was damaged, was not fresh, and that it had been done prior to the move.   We repaired the damaged that we caused which is our obligation, I attempted to split the difference in the estimate by refunding them a portion of what went over, with an agreement, they have now gone back one.