Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this business to move and store my Household Goods from ******** ** ** ***** ***** **. I was quoted a price of $7,500-$8,000 which I thought was a bit high but agreed and built my budget around their quote. My final bill came out to just south of $11,000! I was charged $299 on 11 July and $1,198 on 12 July but my move wasn't scheduled until 17 July. I assumed these charges would offset the Quote I received so I didn't question why I was being charged so much before the move ever started. The company came and picked up my household goods on 17 July and they then charged me $5224.70 for picking up my things and transporting them to their storage facility. They arrived at my property after 10 AM and left right at 4:30 PM so I was floored at the high amount but I assumed I only owed them around $1,000 or so which would have been in line with my quote. I was aware that the storage fee was $899 which I also assumed was part of the $5224. On 29 July I had my goods delivered to my house and upset at its condition is an understatement. One of my TV's screen was shattered, My recliner chair was missing the cord, My lamp was damaged, My sofa was dirty with various stains due to their poor wrapping and my Headboard was damaged. They insisted they take my Headboard and lamp so that they could repair the Headboard (Still no word on my Lamp) and I have been reduced to sleeping on the floor as I need the headboard to assemble the bed. They poorly and hastily assembled my daughters bed and I had to pay $300 to have it reassembled correctly even they they were the ones who took it apart. I was then charged $4224.03 and I was astounded at the price! They insist they are an hourly rate company which I understand but their hourly rates should have been taken into account when I received my quote. Now when I log in to look at my quote it shows my quote as $10,000-$15,000 which I never would have accepted. I consider this fraud and would like a resolution to my problem.

  Business Response

  Date: 08/27/2022

  Since, the customer is and was always aware; as they stated,
  their moving services was an hourly based move, we will not address that in
  detail here. We have attached an email sent to the customer on August 4^th,
  2022, fully breaking down their cost of services in written form and in a
  spreadsheet. This written form and spreadsheet both match the final invoice
  they received on each move day for all services and material cost as well as
  their Agreement Of Hourly Services. 

  
  
  

  The customer did attach the Agreement Of Hourly Services for
  only one of their moves when this complaint was filed so, we will attach the
  agreement for the additional service day. You will see prior to the customer
  filing the complaint the customer concerns regarding the billing had already
  been addressed; answering all questions regarding the deposits and start and
  stop times.

  
  
  

  We also reclarified the booking deposits and furniture holding
  fee collected prior to the move again in an August 9^, 2022, email
  when we provided the customer with a claims update. This email as well has our
  1^st request for them to approve the shop to start the repairs.

  
  
  

  As for the quote the customer is referring too, no hourly
  based moves are ever quoted a final cost or final end-time. Primarily, because
  we do not know when the moving services is going to end, or if service request,
  and/or service changes may arise from the customer. The benefit of the hourly
  move is you only pay for the time you use . In this case the customer had two moves,
  two loads that required two unloads that required two drives, two trucks, a
  furniture hold that got extended a week due to construction delays at their house
  and materials.

  
  
  

  As for the concerns on the final service day we have already
  started addressing them, as of August 22, 2022, the headboard repairs have been
  completed. On August 22, 2022, we informed the customer of the completion and
  made arrangements with the customer and the delivery company for it be
  delivered on August 25, 2022. We would have liked the repair to start sooner and
  return process to go a little faster, however we needed the customer approval
  to start the repair, after the repair assessment. We had to wait days, with multiple
  attempts for the customer to respond with an approval.

  
  
  

  On August 1, 2022, the claims department responded to the
  claim open by the customer. The response informs the customer that the process
  could take 30 days, and why. Also, the customer’s Agreement Of Hourly
  Services is attached for them to reread. It is very important for the
  customer to re-read this agreement along with the Moving Day Exclusions and Client
  Responsibilities. Since claims will be settle in accordance with the pre-move
  signed agreement. We are doing are best to go above and beyond the agreement to
  make the customer whole.

  
  
  

  As for the customer concern regarding the running move calculator,
  one screen shot reflects the total cost of the previously completed services, the
  minimum for the furniture holding fee, materials used, materials rented, travel
  fees for two truck and the minimum amount due for the upcoming services.

  
  
  

   It does not reflect
  the total hours used and double drive time on the final move day, if you look
  next to job number 12035 on screen shot one, it says complete, not closed. When
  we closed all accounts associated with this job number the running move calculator
  updated and reflected the amount of all three jobs/services including hourly
  cost on the final day which is why the number adjusted. Look at the 2^nd
  screen shot next to this job number, and it says closed. A running calculator continuously
  updates to reflect service times used, additional services, materials ETC…
  There is nothing nefarious about the running move calculator. Also, at the
  point in which we closed the job for the customer we had already billed and collected
  the amount due for all services and no additional payment were charged or collected
  from the customer. All billing was in accordance with the agreement. We are in
  the process of finalizing the claim in hope of satisfying the customer.

  
  

  Customer Answer

  Date: 09/04/2022

   I am rejecting this response because: I have reached out to this business several times for a sit down meeting to help explain the charges. I was/am under the impression a quote is supposed to be reasonably close to what I would be expected to pay. I'm aware the quote was non-binding but for a $7,500-$8,000 quote to balloon to $11,000 was not expected at all. Also wanted to know what materials I was charged for as I didn't use any boxes and the movers used my tape because they ran out so I am very interested in knowing what materials I was charged for. I again request a meeting with the company to explain my charges and if they are correct and I am off base then so be it. To see the quote of $10,000-$15,000 after the fact was shocking to say the least as I was never aware of that quote until after the final bill. Requesting a meeting to help explain my charges and what materials I was charged for.
  

  
  

  I am unable to speak with anyone in person who has knowledge of my situation as I have been Blocked from ALL their numbers and the emails back and forth are tiresome cumbersome. So would like a meeting with Greg to discuss my issues.
  

  
  

  Still awaiting resolution on TV which they did request pictures of

  Sofa/Loveseat which was stained due to improper wrapping

  Daughters Boxspring which was mishandled while Loading/Unloading

  
  

  R/

  ***** ******
  

  
  
  

  Business Response

  Date: 09/09/2022

  Big Deahl’s
  Movers is an hourly based moving company. The only quote we can provide
  customers is the hourly rate. As well as keep them well informed we are hourly
  based and the total cost will be based on the total hours used, double drive
  time and materials used. Again, the totals you are referencing to is the total cost
  of your 1st move, the furniture hold fees, materials used and rented,
  in-bound travel for two truck and the MINIMUM balance due for your 2nd move. We have reviewed the bill and the agreement in detail over the phone, we
  have provided detailed invoices, we have broken it down in writing (per your
  request), and in a spreadsheet too.
  
  The
  customer continues to tell us he is tracking the on the math, tracking that we
  are hourly based movers and tracking his agreement is non-binding. We are a web-based
  company. If the customer would like to view the invoice together over the phone
  again, I’m more than welcome to.
  
  An
  itemized invoice of the total amount of material we used on the load out was
  provided. The customer still has access to this information via email. All documents
  have been emailed to the customer on move day and again upon request. We have
  confirmed there are no supply boxes invoiced.
  
  All claims
  must be handled in writing. This process is most often preferred and streamlines
  the conversations. We did have to limit some incoming phone numbers being used
  by some of party involved. The working environment for our team members ranks
  high on our operating standards. We were receiving feedback from the office and
  field staff regarding a hostile work environment by one of the hosts. However, we
  have been in continued communication with the customer.
  
  As of September
  9, 2022, a claim resolution has been completed for the final concerns. This resolution
  was in accordance with The Basic Valuation Agreement. We wish the
  customer had a more positive feelings about our effort the assist them through
  this process.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following is part of the letter sent to ******* ******, Managing Partner at Big Deahl Movers Co.:
  
  "The invoice I received was TRIPLE the estimate: $2,497.82, compared to the $674 - $784 estimate. $674
  to $784 translates into a four to five-hour move, not a 12-hour and 45-minute move. Your website
  mentioned “Clear pricing. No hidden fees!” Your estimate claimed that after three hours you charge
  $150 per hour, and that alone was $750. Then four additional hours were tacked on after this, at $225
  per hour (totaling $900). Then a surcharge of $168.75 was added to this rate for an additional $168.75.
  I have no idea what these hours are and with all these hidden fees and convoluted pricing, I must
  dispute this entire transaction.
  This is clearly a case of bait and switch because in no industry will a final invoice be TRIPLE the estimate.
  I tipped your movers $100 plus spent another $100 in providing food and drinks, and there was
  significant damage to my contents. If you deduct the $299 deposit, $16 stretch wrap, $40 drive time
  flat rate, and $64.07 convenience fee (another false charge), we are still left with over a $1,000 highly
  questionable cost difference. I think we should discuss this as a credit because my colleague worked at
  the California Public Utilities Commission and he mentioned that moving companies are regulated by
  this agency and get a lot of complaints for surprise pricing and fees well over the estimate. He also
  mentioned that the California Attorney General’s office has an entire section dedicated to moving
  companies and complaints, and that I should file a complaint with them and the Better Business Bureau.
  I hired your company on the basis of your website claims and also after talking to Elena who reassured me that this was going to be a
  typical cost-effective move. And we still have to discuss the damage done to my contents and the
  missing tools I provided your movers."

  Business Response

  Date: 08/14/2022

  Good day ***** ******* and all parties involved,

   Thank you for your patience as we looked over your concerns. Our findings show that our team actually arrived at your address **** ********** ** ****** ********* ** ***** at 7:59 am we remained on site at the location until 3:44 pm. That would be a total of 7 hour and 41 minutes, the team arrived on site at **** ********** ** ****** ********* ** ***** at 3:58 pm and remained there until 9:07 pm that be total of 5 hours and 9 minutes. The moving clock started at 7:59 am and ended at 9:05 pm that would be a total of 13 hours and 6 min.

  We also thank you for your kindness and providing lunch for the team and we did deduct the recorded lunch time from your total hours. The team clocked out individually at 3:07 pm and back in at 3:41 pm. Your total time billable time was 12 hours 36 minutes and since we bill in 15 minutes increments your total time was 12 hours and 45 minutes. After thoroughly reviewing your invoice, you were only billed for 12 hour and 45 minutes and that $168.75 charge you referred to as and surcharge/hidden fee is your hourly labor charge for 45 minutes at the premium hourly rate.  

  Your Client Agreement Of Moving Services clearly indicates that we (Big Deahl's Movers) provide hourly moving services, and your hourly rate was $599.00 for the first 3 hours, the rate of $150.00 per hour starting after the 3rd hour, with a premium hourly rate of $225.00 beginning after the 8th hour. We reviewed all agreements you signed. You signed that understood and agreed to these hourly services and rates. (See exhibit 1a. exhibit 4d. Exhibit 10c.)

  We are aware you called and emailed several times to make multiple changes as you price shopped. Changing addresses, adding furniture, removing furniture, adding furniture, and inquiring if you moved some of the less heavy items would the rate change. At 11:23 am June 30th, 2022, you were reminded by email; "We don't charge additional if there are more items than what is listed. It will just go into the time used. Since it is all hourly based the final cost will be adjusted to reflect the time used.  However, the hourly rate itself wont change. (:" (Please see attached Exhibit 8a).  This email was opened and read by you at 11:30 am June 30, 2022.

  As for the claim of moving preparation, we did receive an email and a call from you regarding you being overwhelmed and in need of packing/preparation assistance. We offered to provide you with packing and preparation assistance for July 11, 2022, and you declined. We do have a Perfect Move Process that gives the movers an idea structure of how the moving process should go. A part of the process is removing the refrigerator last or late in the move. One, most customers have perishables that they plan to leave in the refrigerator as long as possible. Two, they want the refrigerator placed in their new home as quickly as possible so they can put the perishables away ASAP. Three, some customers will not have taken heed to the advice given or client responsibilities they agreed upon in the Agreement Of Hourly Services, regarding disconnecting water lines prior to the move. Like in this case the refrigerator was the last item to be loaded and in your words is took you two hours to resolve an issue before we could move it, and to our understanding, resulted in the need for a plumber to be called out to repair a leak. (See exhibit 3a, 5a and 5d) These types of time delays can be avoided with preparation.

  Additional delay concerns: we inform customers in the Agreement Of Hourly Services to do pre move day measurements of all appliances and doorways, because, our movers don't remove appliance doors; you signed that you read and acknowledge the terms (see exhibit 4d).  Our move day notes from the movers and you show that our movers and someone on site, had to remove and replace fencing from your yard to help get oversized appliances out of **** ********** ** ****** ********* ** ***** since they would not fit out the door (see exhibit 5b). Your statement to the manger was "All the movers had to do was remove the refrigerator doors and it would have come right through the house doors and they would not have wasted time trying to get the refrigerator in and out the house" and he ask if you were aware of this pre-move condition, and you said yes. This was all irregular time spent during the move to trying to resolve issues that you were already aware existed pre move. When the manager was on site at **** ********** ** ****** ********* ** ***** post move he took measurements of the refrigerator and all doorways, and the refrigerator was too large to fit. You also informed him that you had also taken pre move measurements.

  We like to take inventory to give us the best possible idea of how many movers and trucks may be needed. We understand that at times customer under report inventory and over report preparation. The inventory you declared to us was 4,200 pounds, which is roughly a half of a 26' truck. On move day the 26' truck was completely full, which is roughly 8,500 lbs of household goods. Even without the hours of delays, the actual inventory was twice as much household goods, boxes and outdoor items than was declared. The final delay: the lead mover contacted dispatch at 7:48 pm to notify them they should be finished in 15 minutes; however you requested the movers to stay to complete additional work, wanting them to continue to attempt to get a previously stripped refrigerator door handle barrel screw to go back in the handle. At 9:05 pm dispatch instructed the lead mover to call an end to the move at 9:05 pm, an agreed to send you a barrel crew replacement to save time.    

  Gratuity: Tips are not required and generally indicate a high satisfaction in the moving staff work. It is rare and interesting when a customer wants a reimbursement or discount for choosing to buy lunch and giving out gratuity.   

  As for the claims for the table that was misassembled, that has been corrected July 15, 2022. The manager took final photos of the refrigerator doors July 15th, 2022, and the doors look even. Also, we did not remove the doors or attempt too. Please refer to the Agreement Of Hourly Serviceline 4 & 15 or exhibit 4c and 5c. As for the claim of the torn dusty net, the lead mover said it was previously worn when it was removed from the wall at **** ********** ** ****** ********* ** *****. Also, the headboard was completely blanket wrapped when it was removed from the origin and placed at the destination. The manager said the dust net was falling apart in his hand on inspection day July 15, 2022. Again, we inspected the tool bags the morning after the move and there were no tools you described or provided photos of in the bag. The lead mover did inform us you both were using tools to get the fence off and any tool he touched went back in the case.   

  We are 100% confident we acted in accordance with the written and signed agreement you were provided in advance and on move day. We are also aware of the threating phone call made by you to our Move Coordinator stating you would be filing a charge back if your demands were not met.  We hope you have a greater understanding of the contract signed and time you used.  At the end of the move without even knowing all the facts and details we are now aware of, dispatch offered you $200 credit in good faith, and you accepted.  We too find that to be a more than a fair compromise. 

  Again, we apologize that your experience was less than ideal. Everyone at Big Deahl's Movers strives to provide a perfect move and structures ourselves on the CARE model: Community, Attitude, Respect, and Energy. We graciously thank you for the opportunity to serve you. 

  At the conclusion of the move July 14, 2022, we review the time used with ***** and her remaining balance. She informed us to add the balance to the card on file and it declined. She then provided us with a different card and authorized us to charge the balance. On July 28, 2022 ***** filed a chargeback and her services she requested, agreed to and used remained unpaid. 

  
  

  Customer Answer

  Date: 08/15/2022

   I am rejecting this response because:
  
  
  It is simply an act of bait and switch. I agreed to a reasonable estimate including 3 movers for a prepared and short geographical move. It was unprofessionally handled and I do not agree with the detailed claims this business continues to forward as their response. 

  1. False Advertisement - as described in letter provided
  2. Failure to communicate charges- The Lead of the move was asked several times if we were in line with the agreement. He stated that management would call me. I received a call that night roughly around 9:45 pm requesting payment and advised of a charge over three times the original estimated cover.
  3. Inefficient and inexperienced labor- 3 workers hired to expedite this short move from a 3 bedroom house to another 3 bedroom house, single level, at a 2.3 mile distance.  All boxes and items to be moved were in tact. The lead mover did most of the work. I, along with my partner, needed to tell the mover who drove separately in his own vehicle to assist. This was simply poor handling of labor offered. 

  Kindly refer to the following statement as originally outlined including estimate attached:

  
  

  "To ******* ******, Managing Partner:
  I hired your company to move contents from **** ********** ***** ** **** ********** Place (both in
  the city of ****** *********) on July 14th, 2022. Because I packed my contents myself to prepare for
  the 2.3-mile move, I was provided a moving estimate of $674 - $784 for the entire move. *****
  ********* assured me that this type of move easily falls within this time and cost range.
  Your movers arrived at 8:15 and appeared exhausted. They moved slowly and deliberately and I
  suspected that they would not complete the move within the estimated time frame. ***** was the only
  mover that had energy and wasn’t standing around chatting. There was an unexpected issue with the
  refrigerator but that was resolved by me, yet your movers stood around trying to help, which added
  additional time (two hours) to the move. Again, I was surprised at how slowly and inexperienced the
  movers appeared, especially since your website claims “fast and efficient” moving services.
  Around 4:30 the truck arrived at ********** and the movers took a lunch break. I paid for lunch and
  water, and around 5:30 they started moving things into place. By now they were clearly exhausted and
  it took them more time to move things from the truck into the house than it did to pack and load the
  truck from Tanglewood. They wrapped up around 8:45 p.m.
  The invoice I received was TRIPLE the estimate: $2,497.82, compared to the $674 - $784 estimate. $674
  to $784 translates into a four to five hour move, not a 12-hour and 45-minute move. Your website
  mentioned “Clear pricing. No hidden fees!” Your estimate claimed that after three hours you charge
  $150 per hour, and that alone was $750. Then four additional hours were tacked on after this, at $225
  per hour (totaling $900). Then a surcharge of $168.75 was added to this rate for an additional $168.75.
  I have no idea what these hours are and with all these hidden fees and convoluted pricing, I must
  dispute this entire transaction.
  This is clearly a case of bait and switch because in no industry will a final invoice be TRIPLE the estimate.
  I tipped your movers $100 plus spent another $100 in providing food and drinks, and there was
  significant damage to my contents. If you deduct the $299 deposit, $16 stretch wrap, $40 drive time
  flat rate, and $64.07 convenience fee (another falsified charge), we are still left with over a $1,000 highly
  questionable cost difference..
  I hired your company on the basis
  of your website claims and also after talking to ***** who reassured me that this was going to be a
  typical cost-effective move."

  
  

  
  

  My understanding is that the  California Attorney General’s office has an entire section dedicated to moving companies and complaints. This department should be well informed of this complaint. 

  
  

  
  

  This matter has caused significant stress and has been an inconvenience in the process of moving. 

  
  

  Thank you in advance for your time and consideration.

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 08/19/2022

   

  
  
  

  1)       Claim of False advertisement: We are an hourly based moving company, and we
  provided ***** with her hourly rates on page one of her Client Agreement For
  Moving Services. The hourly rates are not buried or hidden, and we charged her
  in accordance. They are the very 1^st thing listed after the words “This
  is your standard HOURLY rate.” We provide the customer this information in writing,
  and they sign acknowledging they understand.

  
  
  

   

  
  
  

  2)       Claim of Failure to communicate charges: - The movers do not handle billing and are not authorized
  to discuss pricing with consumers.  The
  lead mover did call us a few times to inform us of long delays due to appliances
  not fitting, complications with the water connections and delays do to fencing
  needing to be removed and replaced to get the refrigerator out. The customer themselves
  declared that the water lines issues itself added two hours to the day.

  
  
  

   

  
  
  

  a.       
  May 31^st,
  2022, ***** was sent hourly rates for 2 movers and 1 truck.

  
  
  

  b.      
  June 1^st, 2022,
  we spoke to ***** on the phone, and she wanted to see what a 3-person team
  hourly rate would be, and she was sent the rates.

  
  
  

  c.       
  June
  2, 2022, 9:17 am ***** was sent a text message that read “Hi Jenny, have you
  had a chance to check the hourly rates I sent? Let us know if you have any
  questions or would like to go over any details. Have a wonderful day. _Elena
  1.855.432.7801”

  
  
  

  d.      
  June
  2, 2022, ***** responded, “Hi Elena I am comparing quotes w POD. Do you have
  any comparable as to why your company would be a better deal?”

  
  
  

  e.       
  June
  20, 2022, 1:12 pm ***** was re-sent her hourly rates again to review. This
  email was opened on June 20, 2022, at 4:34 pm.

  
  
  

  f.        
  June
  21, 2022, we followed up with ***** via email to see if she had any question,
  we called ***** June 23^rd, 2022, to follow up and left a voice mail
  to see if she had any questions.

  
  
  

  g.      
  We
  followed up again June 28^th, 2022, at 3:39 pm via email “Price
  Rates Check In; Hey ***** just following up to see if you had a chance to go
  over the rates we sent. Let me know if you have any questions.” This email
  was opened June 28^th, 2022.

  
  
  

  h.      
  June
  30^th, 2022, ***** emailed us to confirm the entire process could be
  completed in one day. (If she thought to ask if it was going to be able to be
  completed in one day, she clearly expected it to be a full day of moving) We
  confirmed that it would be done in one day and resent her the hourly rates.

  
  
  

  i.        
  June
  30^th, 2022, we reminded ***** via email that her move would be charged
  hourly, and her final cost will be based on her time used.

  
  
  

  j.        
  July
  1^st, 2022, ***** told us she would sign her agreement and place her
  deposit that night so in good faith we placed her on a tentative booking. We
  followed up with her serval times over the 5 days with no success. We cancelled
  her tentative booking on July 5^th, 2022.

  
  
  

  k.       
  July
  6^th, 2022, per ***** request we resent her same hourly rate that we
  had been sending since June 1^st, 2022. ***** signed her hourly
  agreement July 6^th, 2022. See attached Hourly rate agreement

  
  
  

   

  
  
  

  Jenny
  was provided her hourly rates several time over 36 days, she was aware of all charges,
  including the credit card convenience fee, and terms and conditions. If her claim
  is that we do not deserve payment due to us not providing hourly cost updates
  on move day; that is not realistic. That is not service we promise either. Most customers are way too busy to take calls
  on move day. We also did not receive any calls from ***** on move day either. We
  understand ***** has her opinions about what hard work looks like; and those
  are her opinions. What we know is ***** had a full truck of inventory on move
  day and that is twice as much as she declared. Based on the actual inventory
  put in the truck on move day plus the delays caused by water line issues, oversized
  items that were not pre-measured and fencing removal/replacement needed, the move
  was on pace.

  
  
  

  ***** does not agree with our responds however they are not option based, it is a
  fact based. We responsibly followed up with her prior to the move to ensure she
  had the information needed to make her decision.

  
  
  

  3)       Claim of Inefficient and inexperienced labor: The customer expressed to management the movers
  lacked experience because they would not remove the refrigerator door and disconnect
  the water lines. However, this task was not completed by them become it is
  policy that they don’t do this. We also informed the customer in writing of
  these policies, the customer sign acknowledging they are aware, and we also send
  them reminders one day prior to move day. Every home has its own history and
  personality when it comes to gas and water connections and the movers are not privileged
  to this. Had we touched the water lines, and something went wrong like it did
  when the customer attempted, we would have been accused of some additionally. Same
  with the fridge doors, gas lines etc…

  
  
  

  Our team worked very hard
  in almost 100-degree heat for 12 hour and 45 minutes for you. Our office staff continuously
  followed up with you and met your request prior to the move to earn your
  business. You had concerns about the move; management show up to your house the
  next day and addressed it. You expressed the move was outside the budget you
  planned for, so we offered a quick and easy solution with same day $200.00 discount,
  you accepted. Now, you’ve taken back your
  owed payment for your services you used, leaving us to pay for your move out of
  pocket, then slandered those who served you.

  Customer Answer

  Date: 08/22/2022

  To whom it may concern:

  
  

  It is unfortunate how the responder continues to provide false claims instead of attempting to resolve this issue with integrity. This speaks volumes as a company.  This trail of responses are seemingly a counterattack, which also speaks volumes about the organization. 

  I am rejecting this response because:

  
  

  As repeatedly described in previous email and attachments provided in prior to this response, including now the following:

  1. Misquoted- Bait and switch ( Please refer to my detailed letter)
  2. Misuse of time and communication- how many responses will it take to own the integrity behind this complaint. Please stick to the facts of what actually took place. The Managing Partner, Mr. **** ******, did arrive with an assistant the following morning to redo the dining room table, he took a screw from the broken refrigerator door that was never replaced. All additional items were never addressed since then.
  3. Payment accusation- In reference to the night of service around 945 PM, with an unexpected call, I  was pressed to make an unexpected payment regardless of the $200 discount. I informed Mr. ****** that I would be discussing this charge the following day as it was extremely late and fatigue was in play as this extensive move had just finished. Again, I had asked the lead for clarification on where we were at with the hours throughout the day.  The itemized receipt  does not include all the payments made including down payment,  convenience fee ( falsified charge) , and tips. Plenty of missing items that contradict several estimates and receipts received. 
  4. Inadequate service provided by 3 movers- I hired a moving company to do the work in the allotted time I was quoted. Move prep and short location seemed more than reasonable.  We ended up supervising and assisting while not all workers completed the roll effectively.  This statement has been mentioned in previous emails including my letter.  The complaint lies within this companies organization, how improperly managed and paid.   It is quite a stretch and a sign of desperation to now provide an accusation of "slandering workers". Each worker was provided water since they brought none of their own on this hot summer day, food and an additional cash tip at the end of this day. I don't feel the need to further justify such an unethical and inferior form of retaliation in this email chain. 

  In closing, and out of respect for time spent in this complaint, I will kindly state that each reference made in my detailed letter will speak to each retaliatory statement provided by the organization in question.

  
  

  Thank you for your time and consideration.