Zito Movers, Inc.

Revdex.com spoke to Jennifer at business and the following was relayed: To resolve this situation with the consumer we are willing to send the consumer $100 as a good faith offer.

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]

I used Zito movers to move my house in October and they were wonderful, polite,
courtesy and on time. Nothing was damaged and they even pointed out some items in need of repair before moving them. I would recommend them to everyone and will definitely be calling them for my next move

This letter is in response to the complaint received from Ms. [redacted], New York [redacted] for services received July 16, 2015. First I would like to address the arrival time complaint. When all customers schedule a move with our company they are given an approximate...

"window of arrival" time. The arrival time Ms. [redacted] was given was between 11 a.m. and 2 p.m. This means our crews would be at her home at [redacted], New York anywhere between 11am and 2pm. We also give every customer a call prior to showing up to their home to ensure they are at that location and the driveway is cleared of vehicles. It seems Ms. [redacted] misinterpreted this information as her start/end time of her move. Our crew leader DID in fact call Ms. [redacted] at approximately 1pm (which was well within our arrival time frame) to inform her that we were running behind schedule due to a move we were completing for Senior Citizen that had gotten larger. Upon arrival to Ms. [redacted]'s residence she was very unhappy and immediately expressed her displeasure of the 11 am arrival time and that we were supposed to have been finished by 2pm. At that time she mentioned that we should move her boxes and extra items for free. Our crew leader proceeded to apologize for the delay and once again explained the arrival time/time frame confusion and proceeded to enter the home. Upon entering and beginning all moves the crew leader is to review the listed inventory from the customer to ensure the list has not changed from what the customer had originally planned. While entering Ms. [redacted]'s house our crew leader immediately noticed the customer had all of her boxes (80) in the hallway. Our crew leader's comment was that boxes, if she would like them moved, are $1.00 each (which every customer is made aware of while organizing their move). I believe this is when Ms. [redacted] claims that we walked in and immediately said "this is going to cost you more." Furthermore, Ms. [redacted] had several additional items to be moved, which were not listed on her original inventory, some of which were 2 coffee tables, tv stand, chairs, armoire, etc. Some of these items I assume were all on the first floor of the home and were visible from the location of which the crew leader and Ms. [redacted] were standing upon entry. Ms. [redacted]'s original Inventory was mainly bedroom furniture and kitchen and dining room chairs. Ms. [redacted] complained about us being late but then did exactly as the customer prior by adding on furniture which was not listed on her original inventory. We make every attempt to schedule the start times of the moves efficiently and to ensure the inventories given to us are accurate.However, when customers do not communicate additional items prior to the move dale, a  domino effect will occur. This is exactly why we give flexible time frame of arrival. Ms. [redacted] also claims that she was missing "several items" and a box of pots/pans. She was told that all of the blankets and straps in the truck are organized prior to beginning the next job. This is also true. Many times boxes are left at the pick up location, or if family members are helping they are left in their cars. Boxes are also overwhelming and until all of them are unpacked, it may seem that some are missing. Contacting us prior to emptying all of her 80 boxes is very presumptuous that "the mover lost/stole it.' No mention of any furniture items missing was made. The original quote for the move was $545.00. The customer had additional charges of $220.00. 80 of which were boxes. So there was a total of $140.00 in additional furniture pieces, which were not on the customers inventory when she initiated her move on June 12. 2015. I am not certain as to why the claim dispute is $400.00 . Ms. [redacted] was irritated from the beginning regarding the time frame confusion and became increasingly frustrated when she realized her inventory given was incomplete. She was unhappy before our services actually even started. We did complete her move within a timely matter and moved her additional items. We do understand that misunderstandings happen and that sometimes customers add. subtract, or swap their inventory. However, I would like to state that under no circumstances docs Zito Movers take advantage of customers in vulnerable situations as Ms. [redacted] states. We pride ourselves on helping people during a very stressful transition, and make every effort to ensure their moving needs are met. I hope this letter expresses our side of the events of this move. We are sorry for the misunderstanding regarding time frame and wish only the best for Ms. [redacted] in her new home. Sincerely, Jennifer Z. ZITO MOVERS, INC