The Corporation Company

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 Complaint: [redacted]
I am rejecting this response because:That is false. I disclosed to Eric that there were going to be boxes of clothes and kitchen supplies, etc. There were not even close to 50 boxes as Brendan is claiming. I don't even think there were 20, and most of them were clothes, which were pretty lightweight. Also, there were huge boxes in the truck that were not mine, and that remained in the truck after all my belongings were unloaded into storage. There 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 me. As 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 estimate. As a side note, my bicycle weighs about 20 pounds. Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
Services were not rendered as agreed upon. I was not informed that I would need to assist the workers in moving my items nor was I told that there would be only two men moving my things. I was also not told that a large amount of my items would be smashed, crushed, and broken.  I did not hire the long distance, you did, and I trusted your company to hire a good one.  Therefore,  your company is ultimately responsible. Everything that has been posted on social media is factual and true. This is to make others aware of of the poor customer service of your company. The long distance company that YOU chose has not reached out to me other than a letter stating they credited $200. They did not accept ownership nor was an apology provided for the poor service. $200 is NOT an acceptable refund when I paid over $7000 for my move. 
Regards,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  Through email communication, the company has promised us $500 in exchange for no negative comments toward their company and a resolved Revdex.com complaint.  While we do not feel that the amount is sufficient given our experience with them, we would like to put this experience behind us and will accept the $500 offer.  If we do not receive payment in a timely fashion, I will resubmit a complaint.Thank you so much for all of your assistance with this matter.  The company was not willing to do anything for us until we filed a complaint, so we appreciate the Revdex.com.
Regards,
[redacted]

Date: Tue, Oct 17, 2017 at 2:04 PMSubject: RE: [redacted] Rebuttal ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], 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 satisfaction. My Guys Moving & Storage is no longer using American Red Ball as a long distance carrier due to the recent poor customer satisfaction ratings. Sincerely,Brendan B[redacted]Vice PresidentMy Guys Moving & Storage45726 Elmwood CourtSterling, VA  [redacted]###-###-####[redacted]@myguysmoving.comMyGuysMoving.com

Date: Mon, Oct 2, 2017 at 11:49 AMSubject: Revdex.com complaint ID [redacted]To: [redacted]@myRevdex.com.orgHi [redacted], 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 response. Please 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 2,040.50 pounds. The truck was weighed empty prior to loading her items. When 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, 50 boxes, 6 chairs, and a recliner. This added 1419.50 pounds more to the amount that was disclosed to the company. Once the truck was loaded with all her items, the weight came to 3,460 pounds, not 2,040.50 as originally quoted, resulting in an increased move cost. The estimate was based on accurate, industry-standard practices. Our 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 owes. She had been notified by US Mail to remit payment but 10/2/17. As of today, the matter will be forwarded to our attorney for collections.” Thank you for your help. Let me know if I need to do anything else. Warm Regards,Brendan B

The sales rep, Ryan, was new to the company and was still learning how to accurately estimate large household moves. He recognizes that he miscalculated the amount of time that it would take to dissemble and re-assemble several items of furniture. Upon recognizing his error, he reached out to the...

customer and they arrived at an agreement. The customer was reimbursed on September 28. 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.

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 them. The wardrobe boxes were weighed as part of the truck’s empty weight and did not contribute to the customer’s final weight. A [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.

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 Complaint: [redacted]
I am rejecting this response because:Date: Mon, Jul 25, 2016 at 9:45 AMSubject: Resubmitting pictures for [redacted]To: [redacted] <[redacted]>, [redacted]I am rejecting the offer because:They have offered no resolution.  They only said they did not get these pictures.  I emailed these three exact pictures to [redacted] on June 10.  Once again. I am not disputing the fact that the movers moved us efficiently, I am disputing the fact that they caused damage to our hardwoods and a wall and wont take responsibility.  We saw the damage five minutes after the movers left.  It was when we walked back into the house after saying goodbye to the movers.  I immediately called My Guys and spoke to Allen and reported the damage.  He then passed me on to [redacted].  
Regards,
[redacted]

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

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I don't appreciate My Guys moving company lying. There estimator Ryan was not asked to match any other estimates. I don't feel you should need to look at any other moving companies estimates that I've obtained. Ryan did call me and offer to reimburse his commission which was $216.00 and I said that I would appreciate that but the company still needs to do more. Again the company charged me $1457.50 over the initial estimate. I am willing to split the difference if they want to resolve this complaint. After several phone calls and leaving several messages for Mr. Patrick B[redacted] (CEO) still has not contacted me. I have reached out to Seven on your side and several other media outlets for there assistance to resolve this.

From: Brendan B[redacted] Date: Thu, Oct 8, 2015 at 5:11 PMSubject: RE: Revdex.com complaint #[redacted]To: [email protected]: Dear [redacted], We settled with [redacted] & [redacted].  Please change status to resolved.   Thanks,Brendan B[redacted]Vice President | Marketing My Guys Moving & Storage[redacted]Sterling, VA  [redacted]###-###-####MyGuysMoving.com

Top level management contacted the customer by phone after
receiving the complaint and apologized for the poor customer experienceUpon reviewing
the move, the customer was offered a $refund, plus a $per vault monthly
storage discount (vaults @$per month reduced to
$50/mo= $per month
savings), and No Storage Charge for the month of March. The sales representative, Austin,
communicated the offer to the customer who asked to see the offer in writingThe
customer is waiting to review the paperwork
Sincerely,
Brendan B[redacted]
My Guys Moving & Storage

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

The movers were concerned that the walls in the stairwell would be damaged, so they proposed hoisting the couch over the loft. Once the customer learned that the moving company does not accept the risk, the customer declined the approach. The 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 complaint. We’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[redacted], 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[redacted]My Guys Moving & Storage

Dear Revdex.com,We did our best to please this
customerThe original estimate did not request a full pack (see attached
paperwork for boxes requested vsboxes used)The crew had no way of knowing to
bring that many boxesThere was a miscommunication on the crib box and the
number of
wardrobe boxesWe apologized for the inconvenience, and once the
oversight was realized, a box delivery was made in time to not hinder the
moversA second truck was provided at no additional costThe crew leader
conducted a final walk-through with the homeowner who instructed him to leave behind
certain itemsThe second truck had plenty of room for the items that were left
behindAfter the move was completed, a review was conducted after a complaint
was receivedUpon learning that items were left behind, the CEO offered to
transport the items to Pennsylvania at no chargeThe homeowner then informed
the company that the remaining items had been given awayWe are very sorry
that we were unable to please this customer. Sincerely,Brendan B[redacted]

Management responded and closed this claim on September 16 (see attached letter).9/16/2016Dear [redacted]:We would like to thank you for your patience during our claims processing procedures. We apologize for any inconvenience this may have caused you.In reviewing the Move Completion Checklist which you signed on the date of your move, you cited no damage and indicated that all visible damage to item(s) and/or carton(s), shortage(s) and/or overage(s) had been documented on appropriate paperwork.Attached is a copy of the Move Completion Checklist with the damage provision signed by you at the time we received your household goods. We believe you will find all to be in order and wish to thank you for affording us the opportunity to be of service.Sincerely,Eloise B’One of the Guys’

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:  My Guys packed all the china and pictures and breakables.  The furniture was poorly packed and came damaged.  All of the items WERE NOT delivered.  I called My Guys and [redacted] the day they delivered.  They stalled me for months, passing the buck back and forth.  All of the boxes did NOT arrive, however, the driver from [redacted] checked them off anyway,  It was the My Guys movers who sexually assaulted me in my home.  It was My Guys movers who stole the television, mirror, art objects and sun glasses, and sound bar.  The man in charges asked me if I would give the tv, sound bar, and computer to him.  The items he asked me to give him were missing from the [redacted].  In addition, I requested REPLACEMENT VALUE INSURANCE.  Terry W[redacted], the My Guys representative said I had it.  The itemized list that they made me sign was illegible.  I was told if I didn't sign, all of my belongings would be removed from my home and put in storage until I did sign.  This statement by My Guys is false.  They have pointed fingers at [redacted], and [redacted] at them.  No one is accepting responsibility for the despicable way I have been treated.  They packed up wood and iron fireplace tools, chemicals, paint, etc from my laundry room and storage room, even though I EXPRESSLY TOLD THE PACKERS TO NOT PACK.  I was overcharged approximately $2,000.00 for the additional weight.If they will not accept responsibility for the thefts, and the damaged furniture and property, they SHOULD refund me the money for the overcharge, AT THE VERY LEAST.
Regards,
[redacted]

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

[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 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 damage. As a paying customer, I still reject the notion that this is a black and white, "closed" matter. I would never recommend this company to a friend or family member given the way we have been treated.
Regards,
[redacted]