Complaints

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• Initial Complaint

  Date:08/11/2024

  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.

  On 6/13/24 Mary’s Touch Movers moved me from one location in Lewes to another location in Lewes, 1.8 miles away. Her estimate was $1500 but the final bill was $2405. I understand that I cannot contest that. She originally said she would be sending 4 men but changed it to 3 at the last minute. Two of the were very good, experienced movers, but the 3rd man must have been new because he was very slow and showed no initiative at all. This is why it took so much longer than it should have. When the truck arrived at the new house they started unpacking and just brought the boxes in and put them just anywhere although all of the boxes were clearly marked on the top with black marker as to the room where they should go. However, they put at least 7 boxes marked “Kitchen” in the back of the garage and then piled up other boxes and furniture in front of them. They put boxes marked “Bedroom” in the kitchen and the 3rd mover started piling up boxes in front of the refrigerator so it couldn’t open. I told him not to but he didn’t understand or speak any English and couldn’t read the labels on the boxes. The put boxes labeled “Living Room” and “Upstairs Bathroom” in the shed along with other boxes earmarked for other places. When they put boxes in the shed, they piled them on existing wire shelving that broke with the weight of all the boxes. I texted Mary and complained about the 3rd mover, the time it took to move, and the broken shelving. All I asked her for was to have someone come over and repair or replace the shelving. She responded at first but then stopped responding to my texts. Considering all of the things that were not done correctly and it taking them 12 hours to move me, asking for compensation for shelving they broke seems reasonable. I would like to get an estimate for new shelving and an estimate for it to be installed and would like Mary to pay for it. I no longer would want any of her workmen to come here and do I because the trust is no longer there.

  Business Response

  Date: 08/22/2024

  
  

  When Mary called the evening before the move (June 12th, 2024), the customer was frazzled and still not yet prepared for the move. When asked if she needed additional movers to help she declined and said her son would be completing the packing and moving the boxes and small items for her. The move was set for 3 movers. The estimate for her move was done as requested moving large furniture and some packing in the kitchen only, not an estimate for moving and full packing and the estimate came in at $2,205 plus materials. When the crew arrived for the move in the morning, she was still unpacked which was ok as we were only hired to move large furniture and kitchen boxes. She begged the movers to help with all the packing in addition to the move, so the crew leader assigned one of the 3 movers to pack while the others moved the large furniture. The entire day she was distraught & crying to the crew about costs and the crew even shared lunch with her as she said she couldn't even afford to buy herself lunch. Once the house contents were on the truck, they went to the new location (which was smaller than the other house) to unpack the truck. The amount of boxes and furniture quickly filled the available space and boxes did have to be placed in front of the fridge as well as the outdoor shed and every other available area. The lack of preparation on the customers part created a lot of issues during the move and the crew worked as hard and fast as possible (as they always do) to complete her move and keep costs as low as possible. When the move was completed, she was very happy with everything and the crew leader didn't add the packing materials to the total as she was so distraught to them all day about money. She never brought up money issues with Mary at any point in the moving process and could have kept costs down by completing packing and moving of those items as she planned. The total for packing materials was a significant discount off the bill already. We completed the move with no damage (as she signed off on, on the 12th). Any damage in the shed is because of shelf construction or attachment. We placed boxes in the spaces available and complaints by her were not until at least a week later. Her move had a standard $500 deductible on any damage and the shelf bracket cost $8.99.  The $196 she is requesting has no basis. We bill by the hour.  We have made every accommodation and gone above and beyond for this customer.

  
  

  
  

  Mary's Touch Moving & Packing, LLC

  (302)745-1272