Initial Business Response /* (1000, 6, 2015/07/25) */
We do not consider this to be a valid complaint for the following reasons:
Complainant signed a contract acknowledging that our estimate was exactly that, an estimateThe contract clearly states that the actual charges could be more than
the estimateThe contract also clearly states that she had days to file a complaintThis timeframe is defined by the State of OhioWe received no written complaint from her, and now it is months later
Complainant moved on a day of extreme weather conditionsIt was snowy, very icy, and the wind chill was below zeroShe was given the opportunity to delay her move due to the extreme conditions, but she declined
Complainant's walkway and driveway were not maintainedThe buildup of snow and ice was so bad that we were not able to get the truck in the driveway, and had to carry her possessions from the house, through the snow and ice, to the truck in the streetSome movers would not have even worked in these conditionsIt's incredible to think that somebody can't understand why this would take longer
Complainant is incorrect when she states that we didn't use runners to protect her floorsWe did use runners, but they quickly became soaked due to the extreme conditions
Complainant might have used poor judgment when she cleaned her home prior to her moveMost people clean after the moving process, especially in sloppy winter weather
Complainant was not even there! She did not witness first-hand how difficult this job was
under these circumstances
We will not refund any money
Initial Business Response /* (1000, 6, 2015/12/09) */
I am very disappointed that Mrs. [redacted] never called my office to voice her complaint, prior to making a Revdex.com complaint.
Regarding the issue of stuffing boxes with paper to make more work, we have not maintained our good reputation for 20...
years by packing empty boxes in order to take advantage of people. Mrs. [redacted] just doesn't understand how packing is done. The number of items packed in a box depends more on the weight of the items than the volume. Fragile items may be packed lightly. If there is extra space in a box, it must be stuffed with something in order to protect the items in the box. Nearly every moving company charges the customer for all packing materials. That includes every box, and every single sheet of packing/stuffing paper that is used. We don't charge anything for packing materials. We even bring the pre-crumpled stuffing paper in large bags so that our employees don't have to take the time to actually crumple the paper on the customer's clock.
Mrs. [redacted] signed a contract that states that our estimate is exactly that, an ESTIMATE. It clearly states that actual charges could be higher or lower. We seldom miss an estimate, but Mrs. [redacted] is correct that we were about 15% above the estimate. 1. When I first visited Mrs [redacted] to give her the estimate, she stated that the apartment she was moving into was close to the elevator. It wasn't. The farther from the elevator, the longer it takes. 2. At the time of the estimate, the exact items being moved was unknown. Because she was downsizing, it was never clear exactly what items we would be moving, in total. Clearly, she took more items than I anticipated she would want in a small 1-bedroom apartment. After her move, my employees acknowledged that "there was way too much stuff" for the apartment.
On packing day, I (not Tony) visited the job. That's when I learned that the apartment was at the end of the hall, and that the volume of things being moved exceeded what Mrs. [redacted] and I had discussed. I took steps to mitigate the estimate discrepancy by sending 3 men on moving day, for the price of 2 men.
Mrs. [redacted] never contacted our office about missing items. If she has still not found those items after completely unpacking, she should contact us about those items and we will settle that issue according to the terms of the contract that she signed.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took me a long time to unpack the boxes. For every two small boxes, there was a bag of trash(crumpled paper) which overloaded the trash bins. Very few boxes were labeled and that made the process of unpacking that much harder. The missing flash drive for my [redacted] is the worst of it and once I got rid of all the boxes everything fits. Just because I am a Senior Citizen does not mean you can take advantage of me.
Final Business Response /* (4000, 11, 2015/12/21) */
The only thing I can do is refund the $193.50. This is to settle all complaints. I will not do any more beyond this. I'm sorry you "feel" like you were taken advantage of in which you were not but you just had too much stuff for the size of apartment you moved into regardless of what you gave away. The estimate was based on less than what you actually took with you and a shorter walk.
Final Consumer Response /* (2000, 13, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/07/25) */
We do not consider this to be a valid complaint for the following reasons:
Complainant signed a contract acknowledging that our estimate was exactly that, an estimateThe contract clearly states that the actual charges could be more than
the estimateThe contract also clearly states that she had days to file a complaintThis timeframe is defined by the State of OhioWe received no written complaint from her, and now it is months later
Complainant moved on a day of extreme weather conditionsIt was snowy, very icy, and the wind chill was below zeroShe was given the opportunity to delay her move due to the extreme conditions, but she declined
Complainant's walkway and driveway were not maintainedThe buildup of snow and ice was so bad that we were not able to get the truck in the driveway, and had to carry her possessions from the house, through the snow and ice, to the truck in the streetSome movers would not have even worked in these conditionsIt's incredible to think that somebody can't understand why this would take longer
Complainant is incorrect when she states that we didn't use runners to protect her floorsWe did use runners, but they quickly became soaked due to the extreme conditions
Complainant might have used poor judgment when she cleaned her home prior to her moveMost people clean after the moving process, especially in sloppy winter weather
Complainant was not even there! She did not witness first-hand how difficult this job was
under these circumstances
We will not refund any money
Initial Business Response /* (1000, 6, 2015/12/09) */
I am very disappointed that Mrs. [redacted] never called my office to voice her complaint, prior to making a Revdex.com complaint.
Regarding the issue of stuffing boxes with paper to make more work, we have not maintained our good reputation for 20...
years by packing empty boxes in order to take advantage of people. Mrs. [redacted] just doesn't understand how packing is done. The number of items packed in a box depends more on the weight of the items than the volume. Fragile items may be packed lightly. If there is extra space in a box, it must be stuffed with something in order to protect the items in the box. Nearly every moving company charges the customer for all packing materials. That includes every box, and every single sheet of packing/stuffing paper that is used. We don't charge anything for packing materials. We even bring the pre-crumpled stuffing paper in large bags so that our employees don't have to take the time to actually crumple the paper on the customer's clock.
Mrs. [redacted] signed a contract that states that our estimate is exactly that, an ESTIMATE. It clearly states that actual charges could be higher or lower. We seldom miss an estimate, but Mrs. [redacted] is correct that we were about 15% above the estimate. 1. When I first visited Mrs [redacted] to give her the estimate, she stated that the apartment she was moving into was close to the elevator. It wasn't. The farther from the elevator, the longer it takes. 2. At the time of the estimate, the exact items being moved was unknown. Because she was downsizing, it was never clear exactly what items we would be moving, in total. Clearly, she took more items than I anticipated she would want in a small 1-bedroom apartment. After her move, my employees acknowledged that "there was way too much stuff" for the apartment.
On packing day, I (not Tony) visited the job. That's when I learned that the apartment was at the end of the hall, and that the volume of things being moved exceeded what Mrs. [redacted] and I had discussed. I took steps to mitigate the estimate discrepancy by sending 3 men on moving day, for the price of 2 men.
Mrs. [redacted] never contacted our office about missing items. If she has still not found those items after completely unpacking, she should contact us about those items and we will settle that issue according to the terms of the contract that she signed.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took me a long time to unpack the boxes. For every two small boxes, there was a bag of trash(crumpled paper) which overloaded the trash bins. Very few boxes were labeled and that made the process of unpacking that much harder. The missing flash drive for my [redacted] is the worst of it and once I got rid of all the boxes everything fits. Just because I am a Senior Citizen does not mean you can take advantage of me.
Final Business Response /* (4000, 11, 2015/12/21) */
The only thing I can do is refund the $193.50. This is to settle all complaints. I will not do any more beyond this. I'm sorry you "feel" like you were taken advantage of in which you were not but you just had too much stuff for the size of apartment you moved into regardless of what you gave away. The estimate was based on less than what you actually took with you and a shorter walk.
Final Consumer Response /* (2000, 13, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)