Town to Town Movers, Inc.

Movers dropped and broke antique bed headboard. Movers had it "repaired," but "repair" job unacceptable. Movers refused further fix to headboard. When delivering wood, antique bed headboard to my home, the movers dropped the headboard, breaking a piece off the top of the headboard. The owner of the moving company assured me he had a good wood repair company and that after they worked on it, the damage would not be seen anymore. They took the headboard to their repair company. When the movers returned the headboard, the "repair" is completely unacceptable. It is uneven, sloppy, and seemingly unfinished. I can certainly see where the damage was. I conveyed this when the owner of the moving company delivered the headboard, and again in a phone conversation with him. However, he refuses to take additional action to repair the headboard to an acceptable level.Desired SettlementThe movers should either 1.) find an antique restoration company that can do an adequate fix to this antique headboard and coordinate and pay for such services until headboard is restored to the same condition it was before the movers dropped it, or 2.) get a fair appraisal of the value of the whole bed (the headboard being the most important part of an antique, decorative bed) and pay that amount to me.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Dear Revdex.com and [redacted],In response to the complaint issued on 11/13/14 by [redacted] our response follows:The headboard was damaged during the 9/13 move. We delivered this headboard to Furniture Plus a professional furniture repair service. They repaired this headboard, but explained to us that because this piece had been damaged previously and had pre-existing damage it may be difficult to repair. They repaired the damage and we delivered this piece back to Ms [redacted]. She accepted the piece. A few weeks later she called to tell us she was not satisfied with the repair work. We explained that because of the pre existing damage it was difficult to repair. If Ms [redacted] would like us to pick up the headboard from her home and bring it back to Furniture Plus to work on again we will gladly do so. If Ms [redacted] would like to bring this headboard to an antique restoration company she may do so, we will agree to pay for 1/2 of the cost of repair. If she chooses to go this route we request that we are told the cost of repair before the work is done. We will not consider replacing the entire bed A)because it is not damaged beyond repair and B)because it has pre-existing damage.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I would like a clarification on their response. If they bring it back to Furniture Plus, can Furniture Plus do a better job repairing it? And, will Town to Town Movers assume the full cost of the repair at Furniture Plus?And is the other option for me to do all work related to an antique restoration company, then charge Town to Town Movers for half of the cost?Final Business Response After I received this latest response from Ms [redacted] I contacted [redacted] the owner of Furniture Plus to clarify her response. [redacted] stated that this antique headboard had been broken and repaired in the exact same area, causing the the piece to be week. When the piece was shifted during the move it came apart in the weak area which was repaired before. Ms [redacted] expects this piece to be refinished to it's original state which it wasn't in before we moved it. Furniture Plus is not an expert antique conservator, therefore they have done the best that they could with this piece. We have already spent over $200 to have this headboard repaired. I am sorry that Ms [redacted] is not satisfied, but because of the prior damage it could not be restored to it's original state. As I stated in a prior response we are willing to pay 1/2 of the cost if she wishes to bring this piece to a antique conservator. However we are only willing to pay up to $150.00. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Town to Town Mover's latest telling of the events is simply unfair and untrue. The antique headboard was not "shifted", it was dropped upside down by Town to Town Movers, breaking off the top ornamental wood carving. The break was surely new, as the wood was light-colored (unlike an old break, in which the wood would be dark colored). If indeed there was a prior break, it was not visible (I was unaware of any previous damage before Furniture Plus mentioned it). All I am asking is that the headboard be restored to the condition it was in before Town to Town Movers dropped it upside down. I don't think this is an unfair request.Furthermore, I paid insurance for this move, and Town to Town Movers repeatedly assured me before the move that they were the type of company that fixed any damage that they caused.Again, all I am asking is that the headboard be back in the condition it was in before they dropped it. I don't think this is too much to ask. I do hope Town to Town Movers will reconsider their position.In the meantime, I will work on finding a shop that can do the repair work that is needed.

This company did job for me was there for 2 hours billed me for 7 hours and also billed me for huge unit when stuff could fit in a smaller.I have used this moving company in the past and the first time went well. Then I used them again and had a lot of issues with them. They were at the house for 2 hours and they billed me for 7 when I was standing there the whole time and they told me only going to bill me for 2. They did this because this company holds a retainer of 1000 dollars before they start so I figured they would refund me the rest and they never did. they falsely billed me for the 7 which I have proof it was only 2. Now I am going to small claims court to get my money back.Desired SettlementI want the refund of the 5 hours back from this client and an apology as well.Business' Initial Response 6/24/13Dear Revdex.comIn response to Case #235102Please see attached eviction pricing rate sheet which was [redacted] has a copy of. This rate sheet clearly states that we get a 3 hour minimum for eviction moves inside Worcester plus a $40.00 fuel fee. However, the three hour minimum is not relevant in this case because this eviction took longer than three hours. [redacted] states in his complaint that this eviction took 2 hours and he was standing there the whole time. This is completely false. He was only there for a short time, he had someone else there the rest of the time. This eviction took 2 ½ hours to load the truck and another 2 ½ hours to unload the truck, a total of 5 full hours. Please see attached 2 page inventory which lists the 20 boxes we packed and the numerous furniture items we moved off of the third floor. We then had to load our moving truck and transport to our storage warehouse . We then had to unload the truck, re-pack some boxes which were poorly packed by the tenant, put all items on pallets and shrink wrap. We then had to load the elevator and put into our storage warehouse. This all takes time and there is no way that we could have done all of this in 2 hours!In fact we had 4 men on this job instead of our regular 3 man crew and they worked nonstop to complete this job in 5 hours.I have no idea why [redacted] sent a complaint to the Revdex.com. I had made a clerical error on this move and incorrectly billed him for 7 hours, when it should have been 5. I admit to this. When this was brought to our attention I immediately credited his account and also gave him a discount on his storage fee to compensate for our mistake. I issued his credit card a credit on 6/21/13 for the amount of $428.00. To be truthful this move should have cost more because we sent out a fourth man on this job. He should have been charged $30.00 per hour in addition, for the 5 hours of work that this mover did, a total of $150.00 extra. But we did not charge [redacted] for this. He neglects to let you know this in his statement!We also issued him a credit on a previous move which we did for him, and eviction on 6/5/13. This was also a 5 hour eviction, same thing, third floor, 2 pages of inventory, a lot of packing and moving. We gave him a $139.00 refund, just to keep the peace with him, even though we worked for a full 5 hours on this move as well.I don't think this landlord understands our pricing (even though he received our rate sheet) I guess he doesn't understand that once we leave the property the eviction is not done, we still have to unload the items into our storage warehouse which takes time!!We work with all local constables and sheriffs and they can vouch that we are an honest eviction moving company. We do this every day without a problem. I am sorry that [redacted] feels the way that he does and if he wants to take us to court that is fine. I have my four movers plus the constable who precede over this eviction to testify that this was indeed a 5 hour eviction (it would have been at least 7 hours without the 4th man!). Thank you for your time, I am very sorry you had to be involved in something which was rectified as soon as it happened! I have no idea why [redacted] contacted the Revdex.com when we are bending over backwards to please him, giving him money back just to keep him happy, even though he owed us the money for the work that we did. He is requesting a refund of 5 hours; I issued 2 hours on the 6/18 move and 1 hour on the 6/5 eviction. I am not issuing any other refunds.He is also asking for an apology, I don't know what he wants me to apologize for I issued him a total of $567.00 in refunds. I am sorry that he doesn't understand that movers charge for the work that they do. My movers work long and hard to make sure that these eviction moves are done right.Sincerely,[redacted]

Town to Town Movers over charged me two hours of labor and damaged my TV. Company owner was unprofessional and extremely rude.On 24 June 2013 I hired Town to Town Movers to move my household items from Douglas, Ma to Ashland, Ma. A team of three men arrived to my apartment in Douglas at 8:45am. The truck was loaded and ready to depart Douglas at 10:45am. I drove to Ashland in my own vehicle. Traveling on I-90 the trip to Ashland is 35 miles and takes 40 minutes. I made it to Ashland at 11:40am and received a phone call from [redacted] (mover in charge) that they had to turn around because they could not make it under a bridge. They finally arrived in Ashland at 12:45pm (1hr and 45 min after departure from Douglas). When they arrived, they unloaded all of my items. As they were unloading my TV I noticed that it looked bent. I notified the movers and [redacted] tried to repair it. He began repair at 1:45pm until departure. The TV was unable to be repaired by [redacted] or myself. The movers suggested that I call [redacted] to let him know what happened to the TV. In the meantime the movers were throwing out comments like, "You can wedge something under it; You can prop it up with a book; You can always get a wall mount." [redacted] agreed to drive to Ashland on the following Thursday 27 June 13 (at 4:00pm)to look at the TV. On that Thursday he never called or showed up. I called the company and the person who answered the phone said, "oh, I think he forgot." He said that he was going to call and call me back. After 30 minutes, I called back and [redacted] answered. He said, "I couldn't make it, it's been really busy." I told him that I had adjusted my schedule to meet him. He then said, "how about if I just pay for the TV?" I told him that it would cost $50.02 (plus shipping) for the repair. He said that he would send me a check for a minimum of $60.00. It has been three weeks and I have not received a check for the TV repair.During the initial call to [redacted] regarding the TV (24 June 13), I also told him that his team was over charging me Two hours and 15 minutes of labor. I was told that "it's not our fault there was a bridge." I explained to them that I hired them because I thought they were a professional moving company who would map out their route. [redacted] asked me to put [redacted] on the phone (my phone)and I clearly heard him say "charge her what you were going to charge her!" 24 June 13 Timeline:8:45 Movers arrived to Douglas10:45 Movers ready to depart Douglas12:45 Movers arrive in Ashland13:45 [redacted] attempts to repair damaged TV2:15 Movers depart AshlandI am requesting a refund of two hours of labor and the $60.00 to repair the damaged TV-Movers wrote down that they arrived at 8:30am and then took them 1 hour and 45 minuets to drive to Ashland (40 min drive). I would understand an hour because they were driving a moving truck. Also, I should not be charged for the time it took to repair the TV that they had damaged (30 min).I was also told by the [redacted] and [redacted] (two of the movers)that [redacted] has other complaints pending and that he is always this rude and unprofessional.Desired SettlementI am requesting two hours of labor at $135.00 an hour and the $60.00 for the cost to repair the damaged TV.Total of $330.00Business' Initial Response Dear Revdex.com,In reference to Complaint Report [redacted] RE [redacted].We have settled this with this customer. [redacted] called her yesterday to discuss complaint. We had already issued a credit of $60.00 as discussed with her and agreed upon by both parties on 6/28/13.We issued an additional credit of $250.00 on 7/15/13 as discussed and agreed upon by both her and [redacted] has agreed that this case will be settled and closed at this time.Any questions please do not hesitate to contact me.Thank you for your time and attention.Sincerely, Sincerely, [redacted]Town to Town Movers, Inc [redacted]

Dear Revdex.com,I want to put a complaint in for Town to Town Movers.On 9-19-13, we put $2,000 down to have our tenants moved out on Sat 8-14-13 for not paying rent for 4 months. They moved out on there own and went to get our $2,000 back coz we didn't need 2 have them moved out. The moving company charged us $417 for the cancellation. They did absolutely nothing for that money. We sign no papers saying they could charge us that fee if we canceled. I would like this looked into if possible so they won't continue 2 rip people off.Thank U[redacted]Business Response Dear Revdex.com,In response to complaint #[redacted]Please see attached eviction pricing rate sheet which was given to [redacted] when he paid his $2000.00 retainer.This clearly explains that evictions cancelled after 5:00PM on the day prior to the scheduled eviction are subject to a three hour minimum charge.This landlord left a message at 12:30 AM on the morning of the eviction.We had 3 movers come in to do this job in the morning. Also our name and all information goes on the 48 hour notice which is served by the sheriff. We charge a $300.00 non refundable booking fee for any eviction to get onto our calendar.We scheduled off time and had manpower ready to go. I have no idea why this person would write to the Revdex.com over this matter. They never expressed concerns to us about the charges or the bill. We had no idea they were unhappy or dissatisfied.You would think they would have mentioned something about their dissatisfaction to us rather than going directly to the Revdex.com! In fact when[redacted] came into the office to pick up their refund and were extremely pleasant.I take offense to them stating that we are "ripping people off" because that is an unfair, unjustified statement!We take pride in our business and give all information and rates to the landlord prior to them booking with us.Just to clarify; This customer was well aware of our pricing. We explain all the charges to the Landlord prior to booking the eviction. They did not have to book this move with us if they did not want to pay the minimum charges. They did not cancel this eviction until after midnight on the morning of the eviction. We had booked off 4 hours onto our schedule and had all the workers here to do this job the morning. That is why we require the cancellation by 5:00 PM on the day prior to the eviction so we can call off the guys if we need to. I hope this complaint does not go against us with the Revdex.com. We do eviction move outs every day and the Landlords know the rates. You can ask any constable or sheriff in the city of Worcester and they will all tell you that we are up front with the Landlords on all of our charges.Thank you for your time, Sincerely, [redacted]

The company charged my credit card $200.00 for a deposit on a scheduled moving date and time that was not honored and they have not refunded me yet.I called the company on August 8, 2013 to schedule a date and time to move a bedroom set and a recliner from my apartment in Westborough, MA to my parents' house in Douglas, MA. The girl who answered the phone told me the following week was pretty much booked but the week after was fairly open. We settled on Friday, August 23rd, at 9:00am, which she said was the earliest the movers started working. She took my name, address, phone number, and email address, but seemed to have a high level of difficulty getting my name right. She also took my credit card number saying she needed to charge me a $200.00 deposit. I gave her the credit card number over the phone and she said she would immediately email me a confirmation. Since I was at work at the time, I didn't think to check my personal email for the confirmation until the next morning at home. I did not see the confirmation, so I immediately called the company to see find out why. A man ([redacted]) answered the phone and I asked why I didn't receive a confirmation and I requested he look up my information to verify that my name and email address were spelled correctly. He was very condescending and rude, and did not take my concerns seriously. Not only was my name spelled wrong in the system, but my the time of my move was scheduled as 5:30am, which is completely illegitimate, as they don't book until 9:00am at the earliest. Then he proceeded to tell me that he was unable to honor my requested 9:00am time--he could only do 12:00pm. That was not an acceptable time, as I had to get to work as soon as possible that day. Then I requested the morning of the August 21st, which was one of the available times according to the girl that answered the phone the day before. He told me that was not available. Then he suggested Saturday, but I told him I was unwilling to pay the higher weekend fee, and he said he would waive it, and I asked him if he could promise that and commit to it somehow, and he said no. At this point, I was extremely upset and questioned how could this possibly happen. He claimed that the girl was new but did not apologize for her incompetence. He dismissed my grievances and said that he did not want to do business with me and he did not want me calling there again. As soon as I got off the phone, I remembered he had charged my credit card, and I called back to request my refund. He answered the phone and told me that of course he would refund my money in a sarcastic tone. I have checked my credit card account online, and there is absolutely no evidence of a pending refund in process. My mother left a VM for them, too, and never received a call back. The bottom line is, I paid a deposit to hold a date and time that was never available to begin with, they could not accommodate me with an alternate date and time that was acceptable to me, so I am completely justified in receiving a full refund of said $200.00 deposit, and I demand it.Desired SettlementAs referenced previously. I am requesting a full refund of my $200.00 deposit that was charged to my Discover Card on August 8, 2013. I wish this refund to be posted to the same credit card ASAP.Business' Initial Response In response to the claim filed by [redacted] has been helping in the office this summer and did take a call from [redacted] on 8/8/13. [redacted] scheduled a small move on 8/23/13 at 9:00 AM. She is new to booking moves and should not have booked it for 9:00AM.The following day [redacted] informed [redacted] that we could not come at 9:00 but we would be able to move her around 12:00.I am in the same office, I sit in the desk right next to his and let me attest to this; he was very pleasant and not condescending at all. I have been running this business for 20 years and I have never seen anyone blow up the way [redacted] did.She called [redacted] a "F ing piece of st and used the F word numerous times! [redacted] told her we are a professional company and there is no need to use such language. [redacted] never raised his voice to her and spoke to her very nicely especially since she was yelling and calling him such terrible things! Never in my life have I experienced anything like this!! Especially over asking if we could reschedule and come 3 hours later. Needless to say, I Immediately refunded the deposit (please see attached) because we wanted NOTHING to do with this woman. Sometimes refunds via credit card can take up to 5 business days to process. [redacted] did call and I would have been happy to call her back but she didn't leave a telephone number, and the number on caller ID came up as private.Sincerely,[redacted]

This company did job for me was there for 2 hours billed me for 7 hours and also billed me for huge unit when stuff could fit in a smaller.I have used this moving company in the past and the first time went well. Then I used them again and had a lot of issues with them. They were at the house for 2 hours and they billed me for 7 when I was standing there the whole time and they told me only going to bill me for 2. They did this because this company holds a retainer of 1000 dollars before they start so I figured they would refund me the rest and they never did. they falsely billed me for the 7 which I have proof it was only 2. Now I am going to small claims court to get my money back.Desired SettlementI want the refund of the 5 hours back from this client and an apology as well.Business' Initial Response 6/24/13Dear Revdex.comIn response to Case #235102Please see attached eviction pricing rate sheet which was [redacted] has a copy of. This rate sheet clearly states that we get a 3 hour minimum for eviction moves inside Worcester plus a $40.00 fuel fee. However, the three hour minimum is not relevant in this case because this eviction took longer than three hours. [redacted] states in his complaint that this eviction took 2 hours and he was standing there the whole time. This is completely false. He was only there for a short time, he had someone else there the rest of the time. This eviction took 2 ½ hours to load the truck and another 2 ½ hours to unload the truck, a total of 5 full hours. Please see attached 2 page inventory which lists the 20 boxes we packed and the numerous furniture items we moved off of the third floor. We then had to load our moving truck and transport to our storage warehouse . We then had to unload the truck, re-pack some boxes which were poorly packed by the tenant, put all items on pallets and shrink wrap. We then had to load the elevator and put into our storage warehouse. This all takes time and there is no way that we could have done all of this in 2 hours!In fact we had 4 men on this job instead of our regular 3 man crew and they worked nonstop to complete this job in 5 hours.I have no idea why [redacted] sent a complaint to the Revdex.com. I had made a clerical error on this move and incorrectly billed him for 7 hours, when it should have been 5. I admit to this. When this was brought to our attention I immediately credited his account and also gave him a discount on his storage fee to compensate for our mistake. I issued his credit card a credit on 6/21/13 for the amount of $428.00. To be truthful this move should have cost more because we sent out a fourth man on this job. He should have been charged $30.00 per hour in addition, for the 5 hours of work that this mover did, a total of $150.00 extra. But we did not charge [redacted] for this. He neglects to let you know this in his statement!We also issued him a credit on a previous move which we did for him, and eviction on 6/5/13. This was also a 5 hour eviction, same thing, third floor, 2 pages of inventory, a lot of packing and moving. We gave him a $139.00 refund, just to keep the peace with him, even though we worked for a full 5 hours on this move as well.I don't think this landlord understands our pricing (even though he received our rate sheet) I guess he doesn't understand that once we leave the property the eviction is not done, we still have to unload the items into our storage warehouse which takes time!!We work with all local constables and sheriffs and they can vouch that we are an honest eviction moving company. We do this every day without a problem. I am sorry that [redacted] feels the way that he does and if he wants to take us to court that is fine. I have my four movers plus the constable who precede over this eviction to testify that this was indeed a 5 hour eviction (it would have been at least 7 hours without the 4th man!). Thank you for your time, I am very sorry you had to be involved in something which was rectified as soon as it happened! I have no idea why [redacted] contacted the Revdex.com when we are bending over backwards to please him, giving him money back just to keep him happy, even though he owed us the money for the work that we did. He is requesting a refund of 5 hours; I issued 2 hours on the 6/18 move and 1 hour on the 6/5 eviction. I am not issuing any other refunds.He is also asking for an apology, I don't know what he wants me to apologize for I issued him a total of $567.00 in refunds. I am sorry that he doesn't understand that movers charge for the work that they do. My movers work long and hard to make sure that these eviction moves are done right.Sincerely,[redacted]

Town to Town Movers over charged me two hours of labor and damaged my TV. Company owner was unprofessional and extremely rude.On 24 June 2013 I hired Town to Town Movers to move my household items from Douglas, Ma to Ashland, Ma. A team of three men arrived to my apartment in Douglas at 8:45am. The truck was loaded and ready to depart Douglas at 10:45am. I drove to Ashland in my own vehicle. Traveling on I-90 the trip to Ashland is 35 miles and takes 40 minutes. I made it to Ashland at 11:40am and received a phone call from [redacted] (mover in charge) that they had to turn around because they could not make it under a bridge. They finally arrived in Ashland at 12:45pm (1hr and 45 min after departure from Douglas). When they arrived, they unloaded all of my items. As they were unloading my TV I noticed that it looked bent. I notified the movers and [redacted] tried to repair it. He began repair at 1:45pm until departure. The TV was unable to be repaired by [redacted] or myself. The movers suggested that I call [redacted] to let him know what happened to the TV. In the meantime the movers were throwing out comments like, "You can wedge something under it; You can prop it up with a book; You can always get a wall mount." [redacted] agreed to drive to Ashland on the following Thursday 27 June 13 (at 4:00pm)to look at the TV. On that Thursday he never called or showed up. I called the company and the person who answered the phone said, "oh, I think he forgot." He said that he was going to call and call me back. After 30 minutes, I called back and [redacted] answered. He said, "I couldn't make it, it's been really busy." I told him that I had adjusted my schedule to meet him. He then said, "how about if I just pay for the TV?" I told him that it would cost $50.02 (plus shipping) for the repair. He said that he would send me a check for a minimum of $60.00. It has been three weeks and I have not received a check for the TV repair.During the initial call to [redacted] regarding the TV (24 June 13), I also told him that his team was over charging me Two hours and 15 minutes of labor. I was told that "it's not our fault there was a bridge." I explained to them that I hired them because I thought they were a professional moving company who would map out their route. [redacted] asked me to put [redacted] on the phone (my phone)and I clearly heard him say "charge her what you were going to charge her!" 24 June 13 Timeline:8:45 Movers arrived to Douglas10:45 Movers ready to depart Douglas12:45 Movers arrive in Ashland13:45 [redacted] attempts to repair damaged TV2:15 Movers depart AshlandI am requesting a refund of two hours of labor and the $60.00 to repair the damaged TV-Movers wrote down that they arrived at 8:30am and then took them 1 hour and 45 minuets to drive to Ashland (40 min drive). I would understand an hour because they were driving a moving truck. Also, I should not be charged for the time it took to repair the TV that they had damaged (30 min).I was also told by the [redacted] and [redacted] (two of the movers)that [redacted] has other complaints pending and that he is always this rude and unprofessional.Desired SettlementI am requesting two hours of labor at $135.00 an hour and the $60.00 for the cost to repair the damaged TV.Total of $330.00Business' Initial Response Dear Revdex.com,In reference to Complaint Report [redacted] RE [redacted].We have settled this with this customer. [redacted] called her yesterday to discuss complaint. We had already issued a credit of $60.00 as discussed with her and agreed upon by both parties on 6/28/13.We issued an additional credit of $250.00 on 7/15/13 as discussed and agreed upon by both her and [redacted] has agreed that this case will be settled and closed at this time.Any questions please do not hesitate to contact me.Thank you for your time and attention.Sincerely, Sincerely, [redacted]Town to Town Movers, Inc [redacted]