Complaints

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• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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.

  Oct 31, 2022 movers left ****************** (business address) at 4:30pm arrive at my home ********************** at 4:51 - 15 minutes' drive. (3)guys showed up (supposed to be 4). Then, the mover in charge says the truck is too small, and I thought so too. So, we phoned her again. She says not to worry it will fit. Well, it did not fit. We called her for another truck, but she said she did not have one. Then at 8:06pm the fourth guy showed up. He did not work it was all done. It should be Oct 31 - 5 hours @ $210 (3guys)= $1050 + $280 overnight stay minus deposit of $915.00= $415 owed by me but was charged $1,575. Nov 1, 2022 movers left the business address at 8:00am and arrived at **** Aspen Chase at 8:15 with an even smaller truck. My husband and I started moving all we could to help. At noon they were done and drove to ************************** dropped all the furniture on the sidewalk because we couldn't get in the house yet since the transfer of money was not yet done that's why I paid a late fee of $525. The bigger truck came back at 2:00pm. The driver gives me an invoice of $4477.20 and says that I need to pay before they can unload. That amount did not make any sense. We again called again. So we paid and they finished unloading at 4:00pm. We were charged for 12 hours of work. Should be 4hrs morning + 2hrs pm. Nov 1, 2022 - 6 hours @ $210 (3guys)= $1,260 + late fee $525= $1,785 but was charged $4,477.20. When I signed the contract I was told that you pay from the time they live the warehouse to the time they go back, but that is not what she did. She is charging one hour each way (so I paid 6 times $305 of travelling = $4875, which makes not sense. I am also being charged for four guys instead of three. First she did not send the right size truck and because of that I am paying for extra hours of work and travelling. Second, she is charging for 4 guys instead of 3guys. The total paid was $6,968 but I was expecting to pay $2,620.

  Business Response

  Date: 11/23/2022

  The customer called on 9/30/22 to reserve our moving services.  A deposit was taken to confirm date and times and an email  confirmation, contract,  and receipt was sent to the customer..  Customer called again on 10/26/22  to change her moving dates and time frames.  At this time, the customer was informed that there would be additional charges to leave her items on our truck overnight and to have an afternoon pickup and delivery time.  The customer agreed to all changes via phone and email. 
  Per our email confirmation and  the signed contract, we do charge drive time to and from the customer's location. This time can vary according to traffic and times of day.  The customer requested an afternoon time frame which can have heavier traffic. 
  In regards to the size of the truck sent; we sent a 26 foot box truck to the customer's location. This is the largest standard truck used for local moving companies.  Based on the list of items originally given to us at the time of booking, the customer's items would have fit in this size truck.  Upon arrival, the customer added multiple rooms and items to her move that were not in our original confirmation email .  If the customer had provided the correct list of items originally, our company would have explained that 2 trucks would be necessary for that size move.  This is why we make sure to send out confirmations and ask all of our customers to contact us if anything is incorrect or changes. 
  In regards to the price for 3 men: Per our email confirmation, $210 per hour was the price for 2 men, not  3.  Our  3 man rate is $285 per hour, which is also stated on the Bill of Lading that was signed by the customer.
  In regards to the customer's times of when our trucks leave our shops: the customer would not have this information unless she was at our location when they left, which she was not. If the customer is going by any type of maps app, these times are subject to change according to traffic, accidents, etc. 
  On November 1st, we arrived with a 16 foot truck for the customer's remaining items.  Because the customer didn't provide us the correct list of items originally, this was the only truck available on short notice. Normally our company would charge additional fees for 2 trucks, but we waived this fee as we were  trying to accommodate the customer as best we could. 
  The large truck arrived in the afternoon on 11/1/22 because that was the time requested by the customer and because their crew was working with the second truck requested for the morning time frame.  This morning  time was not scheduled but we moved our schedule around, again, trying to accommodate the customer as best as possible.  
  Because of all the changes made by the customer, we had to switch trucks mid-day on the 1st.  The customer is responsible for this travel time, as they are the ones that made these changes and these hours are a part of their service. 
  Our Bill of Lading that the customer signed for each day, states the number of crew members, the hourly rate, and the amount of hours charged.  
  Customer has disputed all  payments to our company at this time, therefore, we technically have not been paid for our  services.

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18406153
  
  I am rejecting this response because: The moving company did not make any corrections to the invoices that they were supposed to do.  She had told us she would correct it.  There are many mistakes on the invoices, which actually I would like to see a better detailed invoices and one that I can read, because the copy I have is not readable.  Some of the corrections that were supposed to be made, for example, I paid for four (4) men when there was only three (3) on the first day.  They also charged me 4 times the travel because the fourth guy came home after it was finished, so I had to pay for his travelling.  As well, the company is saying that it is my fault if they did not have the right size of truck.  However, does not mention that I have phoned them twice because I was a bit worried that did not take the time to come and see the house, which you can go on zillow and see the size of the house, it's a **** sq ft that has four bedrooms, two living room, outside furniture and two car garage and 5 bicycles and 250 boxes.  I phoned **** to tell her that I forgot to say that I had 5 big armoires instead of 4, I also forgot to say that we have two kayaks.  I then asked her "does it make a difference if I forget something" her response was no it's not a problem because we have a big truck.  I than asked her if she thought that my move was a big move and she said yes.  So, I figure it was going to be good.  As professional movers I believe it is their responsibility to make sure they have the correct size of truck. Now second part of the problem is, because they were not able to pick up all the furniture, I have to pay for two moves on the next day.  One in the morning and one in the afternoon, which mean 4 times the travel.  I was expecting them to not charge me for the move they did in the morning.  Now the third problem is I paid for a late delivery because the house was not ready until about 2:00pm.  Well, they delivered my belongings in the morning from the small truck and had to leave it on the street because the transaction was not yet done, and the owner did not allow us to go in the house.  So my furniture stayed on the street for a couple of hours.  They showed up with the big truck at 2:00pm and finished at 4:00pm but I was charged until 6:30pm.  **** told us she was going to reimburse us but did not.  I want to see detailed invoices that shows what time they live their shop, how many people worked and for how much, for both days. The amount I was charged are unreasonable.  There was not packing or undoing of any furniture and all the awarded pieces my husband and I put it in our SUV.  In order to resolve this issue, the moving company needs to reimburse us $4,377.  We will not pay for the late delivery since they delivered around 10am and left my furniture in the street, I will not pay for four persons when there was three, I will not pay the travel of the small truck on November 1, but I will pay the hours they worked which is four hours, since everything should have fit in the truck.  I will not pay until 6:30 pm since they finished at 4:00pm.  We need to make this reasonable and right it's not.  Nobody would pay $6967 for this kind of move. All they had to do was pick up the stuff and put it in the truck. No packing, doing or undoing anything.  We have moved two years ago from the East Coast to Naples with the same furniture, and it cost us $2800 including an overnight stay and they undone the beds and redone all the beds and undone some of the furniture and put it back together.  For the same amount of furniture, how can this be reasonable?  It's almost triple the amount.  Please consider reimbursing us $4,377 problem solved and you will still make your money and it will be considered reasonable.  Thank you
  
  *******************************

  Business Response

  Date: 12/13/2022

   

  At this time, you have disputed payments made to our company.   Corrections to documents should be made before signatures.  Again, the 26ft truck that was sent to you is the largest truck any local moving company can provide.  The afternoon delivery fee was for the large truck that was out of service for that morning due to holding your items, as explained to you in emails previous to your move.  It was also explained that you are responsible to pay for travel time to and from the locations in the contract that you signed and in a confirmation email.  You only paid for the time that our company worked for you.  This is fair.  You can not decide AFTER a contract is signed that you do not want to pay for certain services.  You also can not compare a move from 2 years ago to a move today.  Due to inflation, prices rise.  A move with our company 2 years ago was also less expensive.  
  Again, we have not been paid for our services because of your dispute with your credit card company.  We understand financial circumstances may be hard for you at this time, but you hired a licensed and insured moving company.  Everything was explained to you in detail, in writing, before your move.  If you had reservations about this, you should have canceled.  We have been more than fair, but we deserve to be paid for our services.  You are requesting $4,377 back from us, which would mean you paid $2,591 total for a move that took 8 men 2 full days with 2 trucks.  This is $209 less than you stated you paid 2 years ago when prices were much lower.  
  At this time, we are rejecting your request for any refund because of the following reasons:
  We deserve to be paid for our services.
  We still havent been paid for those services because you received a refund from your bank already. 
  We have signed contracts of you agreeing to these prices. 
  As a resolution, we are requesting that you send our company a payment of $3,433.  This is the amount you disputed with your bank so they are now considered unpaid services.  
  Thank you.
  
  

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18406153
  
  I am rejecting this response because:  You owe us money that you said you would reimburse but you did not.  And you have been fully paid by CC.
  
  Sincerely,
  
  *******************************