[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: ***
I am rejecting this response because:As I have stated several times, we did not receive anything in writing documenting the overageWe requested some documentation showing the overage and were told by customer service that a written estimate would be provided when the driver arrivedNo written estimate or explanation of the overage was providedInstead, the driver added $to our bill without any accounting for the overageWe were provided no breakdown or justification of the chargeWe have shown in the inventory we prepared that our move included fewer items and less cubic footage that we were quotedWe have shown that we were within our estimated cubic footage and were wrongly charged an overage feeWe will not accept a partial refund for a service that we should not have paid for in the first placeThe overage charge of $cannot be justified by Trucks on Call and it should be returned to us along with the 3% credit card fee applied to that charge
Regards,
*** ***
Mr***, We do apologize if there was any miscommunication with the moving consultant prior to your move day, we strive to give all information over the phone as possible The disputed information is on the order of service we send out to the customer, that details all of the charges,
such as the 3% convenience fee, which is charged if a customer elects to pay by CC (we do not collect this fee, the cc merchant does) Furthermore, the travel time fee, is the time that it takes the crew and truck to get to a move location and back to our office and is added on top of the total labor time it take the crew to complete the moving job We do also offer, hourly rates that included all packing supplies and materials, in your package, all packing supplies and materials are additional on move day This is also explained on the order of service and on the phone I do apologize about any mis communication with our moving consultant We both agreed during our phone conversation that the crew did a wonderful job moving your household goods which is what we love doing best
*** *** ***First we apologize for any shortfalls with your move. We do appreciate your business and will try to respond to each part of your complaintThis is correct, that your move was based on the total space (cf) and is based on a customers inventory which we take over the
phone. A booking fee, fuel were a part of the original quote and is not a charge that was made upThe crew gave a revised estimate at the time with the correct space, as the inventory was greater which accounted for any additional fuel as additional space was taken (fuel is charged as a percentage of the total, typically 10%) The packing supplies for any fragile items or sofa's and beds mirrors and etcare NOT included in your quote unless specifically requested and is priced in with the move. In some cases, we do have to re tape over the customers initial taping of the boxes so the boxes don't open, especially for the plastic toes, that tend to open very easily when they are stacked in the truck, tape is used to secure them so they do not open!!! These materials are not included in the quote, and it clearly states this on the order for service. The blankets and pads for your non-fragile wood furniture are included. Also, disassembly and reassembly of any large furniture is included. The TV's are not normally taken apart unless the crew felt that by not removing them from their base will cause them damage for the long haul trip from DE to IL. As we understand from the crew and the driver, both TV's were taken apart and on delivery one was put back together and one small TV was not as it was not found at the time during the off load (it was in a box but was not located at the time) The box with the stand has got to with the belongings as it was never unloaded and was delivered directly to the customer. However, if it is not found, it will surely be part of the claim which she has already submitted. In regards to the sofa, from the crew's information at destination, there was an issue with one of the screws of the leg which could not be screwed in to the sofa. The legs were taken off, as the sofa was big and had to go through a tight space in order to be taken out of the initial apartment. The damage to the front door was minimal and could not have been avoided unfortunately and we would take responsibility for that. Some furniture, made out of pressed wood cannot be transferred very effectively during long distances and may get damaged, the claim department is handling the claim of *** ***, which filed a claim the day after a move with the information she has received through our dispatch. The delivering crew (not the same as the pick up) also informed us they went above and beyond at the delivery, as the customer had so much stuff that needed to fit in a relatively small place, and they moved furniture within the house multiple times to accommodate the customers needs in placing the furniture in the desired location. Again, we do apologize for any miscommunication with our company and hope the claim office will handle any issues with damage
[redacted] was given a binding estimate based on a verbal inventory of items to be moved given to our sales representative. She e-signed her order for service with said inventory. Once our foreman arrived and loaded the truck she had more items than originally stated. Our written inventory counts...
35 more items than what was on the order for service. Also there was an oversized piano which was not disclosed which is a specialty item. [redacted] was charged according to the difference in the cubic feet as well as piano handling. She was also charged a fee for use of our packing materials and fuel based on her final cubic feet. We have had several communications with [redacted] via email and have left her messages. She gave us payment at her pickup but her payment has been returned for non-sufficient funds by our bank. She refuses to pay her contractual price insisting she wil only pay what was originally estimated which did not include several hundred cubic feet of items, packing materials and a piano fee.
[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.
Regards,
[redacted]
Thank you for your feedback in regards to your experience. The issue will be looked at in more details as we strive to be in touch with our customers for delivery information. The delivery schedule does begin from the FFDD (first available delivery date) and the items for smaller jobs do...
go on a larger truck going to the same direction so we can get as much of a discount to our customers. We do apologize from management for the lack of communication, delivery schedules for smaller shipments are unkown weeks in advance of the delivery schedules. We do look forward to working with you in the future and it seems like you were happy with the actual move and movers and less with the communication from customer service and dispatch and we do apologize for that and we will look into it further to see what can be done to avoid these type of situations in the future. Also, a manager will call you to discuss. ManagementTrucks On Call Moving Inc
This was a company paid move, the company just TODAY, paid the remaining balance for this move. There is no way we could have delivered the items before this payment was made, thus this complaint is baseless and unnecessary. The items have been dispatched as soon as the payment was made...
and should still be arriving within the time frame requested.
The revised visual estimate was done before the move had been completed as [redacted] states. Once completed the cubic feet actually used was greater and therefore the charges greater.
The Foreman does give the revised written estimate to the customer and explains the process prior to loading to avoid these types of issues, as was done on this move. The company offered the customer its final settlement to close the Revdex.com complaint, which was $125 which if is accepted will be mailed to customer, once the Revdex.com complaint is resolved.
[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: they failed to disclose the important second binding estimate that I signed half way through the loading process when the foreman had all the items to go on the truck. This second binding estimate given and signed for on site is the price I agreed upon, which included te piano handling and difference in inventory and therefore I think the company to be fair should stick to that, instead of giving me a totally different bill an hour later!
Regards,
[redacted]
We do apologize if there was any miscommunication with the moving consultant prior to your move day, we strive to give all information over the phone as possible. The disputed information is on the order of service we send out to the customer, that details all...
of the charges, such as the 3% convenience fee, which is charged if a customer elects to pay by CC (we do not collect this fee, the cc merchant does). Furthermore, the travel time fee, is the time that it takes the crew and truck to get to a move location and back to our office and is added on top of the total labor time it take the crew to complete the moving job. We do also offer, hourly rates that included all packing supplies and materials, in your package, all packing supplies and materials are additional on move day. This is also explained on the order of service and on the phone. I do apologize about any mis communication with our moving consultant. We both agreed during our phone conversation that the crew did a wonderful job moving your household goods which is what we love doing best.
To Whom It May Concern:This letter is in response to the complaint filed with the Revdex.com from [redacted] in regards to her moving services she received from our company Trucks on Call, Inc.[redacted] was contacted by our sales representative based on a lead that was received...
requesting an estimate for moving services from Fredericksburg, VA to Jefferson City, MO. The sales representative spoke to [redacted] via phone and email several times regarding her item inventory to be moved and was also provided a list via email. It is typical that not all items are counted on the inventory lists even with a visual walk through, especially when boxes still need to be packed. [redacted] reserved our truck and moving crew with the option of full packing services included. Our crew arrived to pick-up the items to be moved on June 22, 2016. Our foreman indicated to [redacted] that she had a great amount more items than listed on the inventory and thus her estimate would be different than the original. She signed the revised written estimate agreeing to the new cubic feet measurement required to move her items and the new price amount. Unfortunately all items were not able to fit into one truck and some items had to be left behind. [redacted] was offered that we send another truck the next day to collect any remaining items that she wanted to move. She declined this offer.Due to the volume of items to be moved [redacted]’s price increased and she was required to pay 60% of this figure which she paid by check. [redacted] called our office to state that the movers had left trash about her home and sent pictures to several associates. She stated that she was upset by several aspects of her move and also stated that she believed she was entitled to a refund of some sort. After review of the pictures [redacted] received a credit of 100.00 on her contract to help with trash removal. This credit was not sufficient for [redacted] who continued to call our office and send emails several times. Upon review of the contract is was noticed that the foreman did make a mathematical error when deducting the 60% payment from the balance. This error was corrected on the contract.[redacted]’s items were delivered in an appropriate time frame based upon her stated earliest delivery date and the distance of the delivery in accordance with our company policy. This can be found on the Order of Service in which [redacted] e-signed.[redacted] claims damages to her belongings upon delivery. She again called and emailed the office on several occassions and was told that she must file a claim with our carrier. She was emailed the claim form with instructions. To date our office has not received this claim form back. We cannot appropriately address her concerns of damage without the claim in writing with the necessary documentation. If [redacted] wishes to be reimbursed for damage to items she must go through the proper channels within the company guidelines. This aside, on July 19, 2016 [redacted] was offered an additional 100.00 for settlement of these issues. She declined the offer.We feel it is unfortunate that [redacted]’s move did not go as smoothly as we would have hoped for. We have consistantly tried to work with her and try to explain various facets of her move that she felt were unfair or incorrect. We have already given credit to her contract and offered settlements. We feel that our company has done more than enough for [redacted] at this point. We also feel that the fact that she incurred expenses for cleaning her home that she was moving out of is not the responsibility of our company as she mentioned she was going to have to have it cleaned anyway. Hotel expenses are also not the responsibility of our company.Sincerely, Ashley W[redacted]ManagerTrucks on Call Inc.
[redacted],The quote which you have received is exactly it, a quote. It was based on the inventory provided to our estimator. Throughout the planning process, we do a quality assurance call with the customer before the move to make sure all of the inventory given is correct. There were...
additional items which were not on our list, thus the priced increased by $250 which is less than 10% of the estimate. The boxes were not the issue but the combination of the furniture and boxes is what we count towards the estimated space. This was all given to the person at the pick up location, which you were not present at the time, of course you were present on the delivery side. After a phone call, you requested that we send you another truck to pick up the remaining items which were refused to be loaded on move date for no additional charge, which of course we could not accommodate as you were traveling over 2-3 hours to your new location. We sincerely apologize that you are not happy with paying more money for your move, however, we cannot offer any refund as the move was completed by the crew. The revised estimate was given to you on delivery, and was signed by your spouse on the the pick up location. If you need another copy, please contact our office, we will be glad to send you another copy.
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
My fiance and I where moving to Colorado, and we decided that we would go with this company to have our move taken care of. The quote was with-in our price range and everything seemed to be going well. We were quoted to be picked up and moved out by the 11th, with a three day grace period, from the 9th through the 11th.
Waited and waited for the movers today to show up, and lucky us, no one came.
We called the company multiple times, and finally spoke to a manager who had no idea what she was doing. Total incompetence and told me that their company would not be coming AT ALL and we would get our deposit back. I asked her how in the world she could run a company this way, and how exactly we were supposed to get our stuff out there since this was obviously the ONLY moving company that we booked.
She said, and I quote; "that's not my problem".
DO NOT book with this company if you actually want them to show up and move your items. Bunch of hacks that will not do anything for the customer even though you put money down to guarantee a move out. Go with someone else if you want your move to go well.
[redacted], The reason for the delay in payment was due to the fact that the credit card which the deposit was originally taken from, was closed due to fraud activity. I understand you are waiting for the refund but we had to manually send out a check. I know it is taken a bit of time, but we are working...
on it with priority to refund you this deposit as soon as possible.
[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: ***
I am rejecting this response because:As I have stated several times, we did not receive anything in writing documenting the overageWe requested some documentation showing the overage and were told by customer service that a written estimate would be provided when the driver arrivedNo written estimate or explanation of the overage was providedInstead, the driver added $to our bill without any accounting for the overageWe were provided no breakdown or justification of the chargeWe have shown in the inventory we prepared that our move included fewer items and less cubic footage that we were quotedWe have shown that we were within our estimated cubic footage and were wrongly charged an overage feeWe will not accept a partial refund for a service that we should not have paid for in the first placeThe overage charge of $cannot be justified by Trucks on Call and it should be returned to us along with the 3% credit card fee applied to that charge
Regards,
*** ***
Mr***, We do apologize if there was any miscommunication with the moving consultant prior to your move day, we strive to give all information over the phone as possible The disputed information is on the order of service we send out to the customer, that details all of the charges,
such as the 3% convenience fee, which is charged if a customer elects to pay by CC (we do not collect this fee, the cc merchant does) Furthermore, the travel time fee, is the time that it takes the crew and truck to get to a move location and back to our office and is added on top of the total labor time it take the crew to complete the moving job We do also offer, hourly rates that included all packing supplies and materials, in your package, all packing supplies and materials are additional on move day This is also explained on the order of service and on the phone I do apologize about any mis communication with our moving consultant We both agreed during our phone conversation that the crew did a wonderful job moving your household goods which is what we love doing best
*** *** ***First we apologize for any shortfalls with your move. We do appreciate your business and will try to respond to each part of your complaintThis is correct, that your move was based on the total space (cf) and is based on a customers inventory which we take over the
phone. A booking fee, fuel were a part of the original quote and is not a charge that was made upThe crew gave a revised estimate at the time with the correct space, as the inventory was greater which accounted for any additional fuel as additional space was taken (fuel is charged as a percentage of the total, typically 10%) The packing supplies for any fragile items or sofa's and beds mirrors and etcare NOT included in your quote unless specifically requested and is priced in with the move. In some cases, we do have to re tape over the customers initial taping of the boxes so the boxes don't open, especially for the plastic toes, that tend to open very easily when they are stacked in the truck, tape is used to secure them so they do not open!!! These materials are not included in the quote, and it clearly states this on the order for service. The blankets and pads for your non-fragile wood furniture are included. Also, disassembly and reassembly of any large furniture is included. The TV's are not normally taken apart unless the crew felt that by not removing them from their base will cause them damage for the long haul trip from DE to IL. As we understand from the crew and the driver, both TV's were taken apart and on delivery one was put back together and one small TV was not as it was not found at the time during the off load (it was in a box but was not located at the time) The box with the stand has got to with the belongings as it was never unloaded and was delivered directly to the customer. However, if it is not found, it will surely be part of the claim which she has already submitted. In regards to the sofa, from the crew's information at destination, there was an issue with one of the screws of the leg which could not be screwed in to the sofa. The legs were taken off, as the sofa was big and had to go through a tight space in order to be taken out of the initial apartment. The damage to the front door was minimal and could not have been avoided unfortunately and we would take responsibility for that. Some furniture, made out of pressed wood cannot be transferred very effectively during long distances and may get damaged, the claim department is handling the claim of *** ***, which filed a claim the day after a move with the information she has received through our dispatch. The delivering crew (not the same as the pick up) also informed us they went above and beyond at the delivery, as the customer had so much stuff that needed to fit in a relatively small place, and they moved furniture within the house multiple times to accommodate the customers needs in placing the furniture in the desired location. Again, we do apologize for any miscommunication with our company and hope the claim office will handle any issues with damage
[redacted] was given a binding estimate based on a verbal inventory of items to be moved given to our sales representative. She e-signed her order for service with said inventory. Once our foreman arrived and loaded the truck she had more items than originally stated. Our written inventory counts...
35 more items than what was on the order for service. Also there was an oversized piano which was not disclosed which is a specialty item. [redacted] was charged according to the difference in the cubic feet as well as piano handling. She was also charged a fee for use of our packing materials and fuel based on her final cubic feet. We have had several communications with [redacted] via email and have left her messages. She gave us payment at her pickup but her payment has been returned for non-sufficient funds by our bank. She refuses to pay her contractual price insisting she wil only pay what was originally estimated which did not include several hundred cubic feet of items, packing materials and a piano fee.
[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.
Regards,
[redacted]
Thank you for your feedback in regards to your experience. The issue will be looked at in more details as we strive to be in touch with our customers for delivery information. The delivery schedule does begin from the FFDD (first available delivery date) and the items for smaller jobs do...
go on a larger truck going to the same direction so we can get as much of a discount to our customers. We do apologize from management for the lack of communication, delivery schedules for smaller shipments are unkown weeks in advance of the delivery schedules. We do look forward to working with you in the future and it seems like you were happy with the actual move and movers and less with the communication from customer service and dispatch and we do apologize for that and we will look into it further to see what can be done to avoid these type of situations in the future. Also, a manager will call you to discuss. ManagementTrucks On Call Moving Inc
This was a company paid move, the company just TODAY, paid the remaining balance for this move. There is no way we could have delivered the items before this payment was made, thus this complaint is baseless and unnecessary. The items have been dispatched as soon as the payment was made...
and should still be arriving within the time frame requested.
The revised visual estimate was done before the move had been completed as [redacted] states. Once completed the cubic feet actually used was greater and therefore the charges greater.
The Foreman does give the revised written estimate to the customer and explains the process prior to loading to avoid these types of issues, as was done on this move. The company offered the customer its final settlement to close the Revdex.com complaint, which was $125 which if is accepted will be mailed to customer, once the Revdex.com complaint is resolved.
[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: they failed to disclose the important second binding estimate that I signed half way through the loading process when the foreman had all the items to go on the truck. This second binding estimate given and signed for on site is the price I agreed upon, which included te piano handling and difference in inventory and therefore I think the company to be fair should stick to that, instead of giving me a totally different bill an hour later!
Regards,
[redacted]
Mr. [redacted],
We do apologize if there was any miscommunication with the moving consultant prior to your move day, we strive to give all information over the phone as possible. The disputed information is on the order of service we send out to the customer, that details all...
of the charges, such as the 3% convenience fee, which is charged if a customer elects to pay by CC (we do not collect this fee, the cc merchant does). Furthermore, the travel time fee, is the time that it takes the crew and truck to get to a move location and back to our office and is added on top of the total labor time it take the crew to complete the moving job. We do also offer, hourly rates that included all packing supplies and materials, in your package, all packing supplies and materials are additional on move day. This is also explained on the order of service and on the phone. I do apologize about any mis communication with our moving consultant. We both agreed during our phone conversation that the crew did a wonderful job moving your household goods which is what we love doing best.
To Whom It May Concern:This letter is in response to the complaint filed with the Revdex.com from [redacted] in regards to her moving services she received from our company Trucks on Call, Inc.[redacted] was contacted by our sales representative based on a lead that was received...
requesting an estimate for moving services from Fredericksburg, VA to Jefferson City, MO. The sales representative spoke to [redacted] via phone and email several times regarding her item inventory to be moved and was also provided a list via email. It is typical that not all items are counted on the inventory lists even with a visual walk through, especially when boxes still need to be packed. [redacted] reserved our truck and moving crew with the option of full packing services included. Our crew arrived to pick-up the items to be moved on June 22, 2016. Our foreman indicated to [redacted] that she had a great amount more items than listed on the inventory and thus her estimate would be different than the original. She signed the revised written estimate agreeing to the new cubic feet measurement required to move her items and the new price amount. Unfortunately all items were not able to fit into one truck and some items had to be left behind. [redacted] was offered that we send another truck the next day to collect any remaining items that she wanted to move. She declined this offer.Due to the volume of items to be moved [redacted]’s price increased and she was required to pay 60% of this figure which she paid by check. [redacted] called our office to state that the movers had left trash about her home and sent pictures to several associates. She stated that she was upset by several aspects of her move and also stated that she believed she was entitled to a refund of some sort. After review of the pictures [redacted] received a credit of 100.00 on her contract to help with trash removal. This credit was not sufficient for [redacted] who continued to call our office and send emails several times. Upon review of the contract is was noticed that the foreman did make a mathematical error when deducting the 60% payment from the balance. This error was corrected on the contract.[redacted]’s items were delivered in an appropriate time frame based upon her stated earliest delivery date and the distance of the delivery in accordance with our company policy. This can be found on the Order of Service in which [redacted] e-signed.[redacted] claims damages to her belongings upon delivery. She again called and emailed the office on several occassions and was told that she must file a claim with our carrier. She was emailed the claim form with instructions. To date our office has not received this claim form back. We cannot appropriately address her concerns of damage without the claim in writing with the necessary documentation. If [redacted] wishes to be reimbursed for damage to items she must go through the proper channels within the company guidelines. This aside, on July 19, 2016 [redacted] was offered an additional 100.00 for settlement of these issues. She declined the offer.We feel it is unfortunate that [redacted]’s move did not go as smoothly as we would have hoped for. We have consistantly tried to work with her and try to explain various facets of her move that she felt were unfair or incorrect. We have already given credit to her contract and offered settlements. We feel that our company has done more than enough for [redacted] at this point. We also feel that the fact that she incurred expenses for cleaning her home that she was moving out of is not the responsibility of our company as she mentioned she was going to have to have it cleaned anyway. Hotel expenses are also not the responsibility of our company.Sincerely, Ashley W[redacted]ManagerTrucks on Call Inc.
[redacted],The quote which you have received is exactly it, a quote. It was based on the inventory provided to our estimator. Throughout the planning process, we do a quality assurance call with the customer before the move to make sure all of the inventory given is correct. There were...
additional items which were not on our list, thus the priced increased by $250 which is less than 10% of the estimate. The boxes were not the issue but the combination of the furniture and boxes is what we count towards the estimated space. This was all given to the person at the pick up location, which you were not present at the time, of course you were present on the delivery side. After a phone call, you requested that we send you another truck to pick up the remaining items which were refused to be loaded on move date for no additional charge, which of course we could not accommodate as you were traveling over 2-3 hours to your new location. We sincerely apologize that you are not happy with paying more money for your move, however, we cannot offer any refund as the move was completed by the crew. The revised estimate was given to you on delivery, and was signed by your spouse on the the pick up location. If you need another copy, please contact our office, we will be glad to send you another copy.
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
My fiance and I where moving to Colorado, and we decided that we would go with this company to have our move taken care of. The quote was with-in our price range and everything seemed to be going well. We were quoted to be picked up and moved out by the 11th, with a three day grace period, from the 9th through the 11th.
Waited and waited for the movers today to show up, and lucky us, no one came.
We called the company multiple times, and finally spoke to a manager who had no idea what she was doing. Total incompetence and told me that their company would not be coming AT ALL and we would get our deposit back. I asked her how in the world she could run a company this way, and how exactly we were supposed to get our stuff out there since this was obviously the ONLY moving company that we booked.
She said, and I quote; "that's not my problem".
DO NOT book with this company if you actually want them to show up and move your items. Bunch of hacks that will not do anything for the customer even though you put money down to guarantee a move out. Go with someone else if you want your move to go well.
[redacted], The reason for the delay in payment was due to the fact that the credit card which the deposit was originally taken from, was closed due to fraud activity. I understand you are waiting for the refund but we had to manually send out a check. I know it is taken a bit of time, but we are working...
on it with priority to refund you this deposit as soon as possible.