The Corporation Company

[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 as Answered] Complaint: [redacted] I am rejecting this response because the business has not accepted any responsibility for this damage and has not made any attempt to come to a mutually agreeable settlement on this matter.As I previously mentioned, MyGuys uses high-pressure tactics to get customers to sign their move completion checklist before having a reasonable amount of time to inspect all items within the home for damageAs a paying customer, I still reject the notion that this is a black and white, "closed" matterI would never recommend this company to a friend or family member given the way we have been treated Regards, [redacted] ***

The movers were concerned that the walls in the stairwell would be damaged, so they proposed hoisting the couch over the loftOnce the customer learned that the moving company does not accept the risk, the customer declined the approachThe movers would only have mentioned a waiver if the customer accepted the risk, and since that wasn’t the case, no waiver was produced We apologize that the customer was disappointed that the movers were unwilling to assume the risk, but since the work was not performed, a refund is declined

Dear [redacted] ,We apologize for the lack of response to your initial complaintWe’re not sure where the communication broke down on our end.To resolve these issues, please contact the appropriate company:Carpet Cleaning > My Guys Moving & StoragePlease submit your carpet cleaning receipts to our customer care representative, [redacted] W***, at [redacted] @myguysmoving.com.Damaged Lamp > [redacted] ***Use your account number [redacted] to file a damage claim for your [redacted] lamp with [redacted] ***, long distance carrier, online at [redacted] Once again, we apologize for the delayed response and subsequent inconvenience.Sincerely,Brendan B***My Guys Moving & Storage

Date: Mon, Oct 2, at 11:AMSubject: Revdex.com complaint ID [redacted] To: [redacted] @myRevdex.com.orgHi ***, I tried responding today to Complaint ID [redacted] , but since I replied over the weekend to the Revdex.com notification, I’m “locked out” from submitting our formal responsePlease can you add the comments below to our case notes: “The customer is correct about the items that she initially specified (see attached cube sheet)Those items added up to 2,poundsThe truck was weighed empty prior to loading her itemsWhen our movers arrived, in addition to the items that she initially mentioned, the customer added a large shelving unit that had to be disassembled, a bike, boxes, chairs, and a reclinerThis added pounds more to the amount that was disclosed to the companyOnce the truck was loaded with all her items, the weight came to 3,pounds, not 2,as originally quoted, resulting in an increased move costThe estimate was based on accurate, industry-standard practicesOur opinion is the customer disclosed fewer items than she actually had for the sole purpose of using this complaint to pay less than she actually owesShe had been notified by US Mail to remit payment but 10/2/As of today, the matter will be forwarded to our attorney for collections.” Thank you for your helpLet me know if I need to do anything elseWarm Regards,Brendan B

Our claims department has reviewed this matter in depth and stands by their determination

[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 as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I don't appreciate My Guys moving company lyingThere estimator Ryan was not asked to match any other estimatesI don't feel you should need to look at any other moving companies estimates that I've obtainedRyan did call me and offer to reimburse his commission which was $and I said that I would appreciate that but the company still needs to do moreAgain the company charged me $over the initial estimateI am willing to split the difference if they want to resolve this complaintAfter several phone calls and leaving several messages for MrPatrick B [redacted] (CEO) still has not contacted meI have reached out to Seven on your side and several other media outlets for there assistance to resolve this

Per today’s phone conversation, the parties have agreed to this final resolution: The Customer accepts the $reduction; monthly storage fee discounted to $890/month; no storage charge for the month of March; and will move items out of storage in mid-July by a third-party The $per vault access fee ($x vaults = $900) will be waived as a one-time courtesy when the customer moves out of storage upon payment-in-full of any balance dueThe Company is not liable for any damage to items carried or removed by anyone other than the Company, its agents or assigns, and the Customer agrees to sign a waiver to have their household items moved by a third-partyCustomer agreed that $due from move would be paid by end of May / [redacted] Style Definitions */

The sales rep, Ryan, was new to the company and was still learning how to accurately estimate large household movesHe recognizes that he miscalculated the amount of time that it would take to dissemble and re-assemble several items of furnitureUpon recognizing his error, he reached out to the customer and they arrived at an agreementThe customer was reimbursed on September We waited until today to respond on Revdex.com so that the refund would have a chance to show up on customer’s credit card

[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 as Answered] Complaint: [redacted] I am rejecting this response because:That is falseI disclosed to Eric that there were going to be boxes of clothes and kitchen supplies, etcThere were not even close to boxes as Brendan is claimingI don't even think there were 20, and most of them were clothes, which were pretty lightweightAlso, there were huge boxes in the truck that were not mine, and that remained in the truck after all my belongings were unloaded into storageThere was even a witness, the storage manager, who looked inside the truck after it was unloaded and said "are all the rest of those boxes yours?" (They were not)So whatever was in those boxes contributed to the weight of the truck and those didn't belong to meAs for the shelving unit, I spoke with Eric over the phone about the shelving unit and he told me that the disassembly of the shelving unit was included within the cost -- that was disclosed at the time of the estimate, thus the shelving unit and disassembly of which was considered in the original estimateAs a side note, my bicycle weighs about poundsRegards, [redacted]

We emailed the customer a release letter for their claim on Friday, 10/14, to be signed to release funds

The boxes that were in the truck that the customer said did not belong to her were empty wardrobe boxes that are pre-assembled and rented to customers in case they need themThe wardrobe boxes were weighed as part of the truck’s empty weight and did not contribute to the customer’s final weightA [redacted] Sheet was attached (see PDF) to show how the weight was calculated for the estimate The customer was charged only for the actual weight of items that were moved.This account is being forwarded to our attorney for collections

Date: Tue, Oct 17, at 2:PMSubject: RE: [redacted] Rebuttal ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org>Hi ***, The reason this complaint can be closed as Answered is because the claim was with the long distance carrier and was settled by them, albeit not to her satisfactionMy Guys Moving & Storage is no longer using American Red Ball as a long distance carrier due to the recent poor customer satisfaction ratingsSincerely,Brendan B***Vice PresidentMy Guys Moving & StorageElmwood CourtSterling, VA ***###-###-#### [redacted] @myguysmoving.comMyGuysMoving.com

From: Brendan B [redacted] Date: Thu, Oct 8, at 5:PMSubject: RE: Revdex.com complaint # [redacted] To: [email protected]: Dear [redacted] , We settled with [redacted] & [redacted] Please change status to resolved Thanks,Brendan B***Vice President | Marketing My Guys Moving & Storage [redacted] ***Sterling, VA ***###-###-####MyGuysMoving.com

Dear BBB,We did our best to please this customer. The original estimate did not request a full pack (see attached paperwork for boxes requested vs. boxes used). The crew had no way of knowing to bring that many boxes. There was a miscommunication on the crib box and the number of... wardrobe boxes. We apologized for the inconvenience, and once the oversight was realized, a box delivery was made in time to not hinder the movers. A second truck was provided at no additional cost. The crew leader conducted a final walk-through with the homeowner who instructed him to leave behind certain items. The second truck had plenty of room for the items that were left behind. After the move was completed, a review was conducted after a complaint was received. Upon learning that items were left behind, the CEO offered to transport the items to Pennsylvania at no charge. The homeowner then informed the company that the remaining items had been given away. We are very sorry that we were unable to please this customer. Sincerely,Brendan B [redacted] Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

We understand the customer’s nervousness when the delivery date looked like it would conflict with their tripFortunately it was only one day past the expected range of June 22-The sales representative communicated that our interstate authority was bought by another van line the prior month and
we were promised that these types of delays would not occur, so we apologize for the unexpected stressWe are sorry to hear that the destination unload was poorly staffed, and we apologize, but with all local moving companies, that part of the move is out of our control and is the responsibility of the long distance agentThe customer was assisted by our office in filing a claim which was settled by the long distance carrier for the damages that they causedServices were rendered, and the actual amount paid by the customer was less than quotedThe $deductible was initially offered if given the chance to make things right, but the customer communicated that it was completely unacceptable and proceeded to damage our company on social media, even though the damages were made the long distance carrier

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

No items were listed as damaged, broken or missing on the Move Completion ChecklistPlease see attached PDFIn the comments, it was stated, "Fantastic Crew!! They were the best." As for being "overcharged for time," the Bill of Lading showed a start time of 8:00am, but the customer
says it was 8:30amThe company’s claims process requires a signed release to issue any form of payment, but in the spirit of conciliation, the $refund has been approved without requiring a signed release to close this complaint

The reason four guys showed up was because Ruben and his crew had a four-man job after the ***’s moveThe customer was told that the fourth man could wait in the truck or help, but either way they would only be charged for menSee signed Final Invoice/Bill of Lading [See attached]The
customer was happy with the move and gave all the guys tips which they gave to the fourth guyThe customer wrote on Job Completion Checklist, “Ruben and his team were fantasticExcellent move that exceeded expectations!” [See attached]The damage claim for the hardwood was denied because it was located in the kitchen, and the crew never went in that roomThey were told to put all kitchen items in the dining roomAdditionally, the blue in the picture looks like a pre-existing condition [See attached]Finally, the customer has disputed the credit card charge and the company has not been paid

Management did contact the customer and requested to see the estimates from the other moving companies that had surveyed the property for comparison because Ryan had been asked to match the lowest oneThe customer would not produce them for management to reviewThe customer told the sales rep that a credit of $would settle this complaintThe sales rep personally paid the amount, and now the customer is going back on his agreement

As the customer stated on the Move Completion Checklist (see attached), the crew did an efficient and thorough jobBased on their signature on the Move Completion Checklist, there were no damages upon completion of the moveThe movers would have certainly brought it to the customer’s attention if
a sofa was damaged during the moveManagement has not ignored this complaintA letter addressing their claim was sent on September 16,