Complaints

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• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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.

  Billing and damage issues. After speaking with them they agreed to waive one direction of travel (2.5 hours) because we had used them before and recommending them to move our parents. But they later said they never agreed to that. We opted for the full insurance prior to them moving and signed the paper when they showed up for the move. Upon arriving they smelled heavily of marijuana which lasted throughout the day. I even caught them in the back of their truck smoking at the final destination. They didn't bring a big enough truck because one of their employees was on vacation and he was the only one that could drive it. They had to get a Uhaul and that was an additional $500 which we agreed to pay. At the end we were presented with a final invoice which was almost doubled from the quote which again we agreed to pay. Today (1/16/25) we received a call from them saying we owed them the 2.5 hours travel time and the insurance fee because their employee forgot to put it on the final invoice. So they are wanting $670 more now or we can't claim the damage. I want them to honor what their employee gave us and fix, or replace, the furniture that was damaged. During the move even their employees told us they have had issues with quotes and billing and they need to hire an estimator to visit the jobs before they get there.

  

  Business Response

  Date: 02/03/2025

  First of all, I apologize for any mis-communication from our driver, ****.  There definitely was in this case, as we should have resolved this before he left the home.  We never said we would waive the drive time, as we pay our guys for this.  ***** told Mrs. ******* she took a half / hour off the drive time when she booked the move, which took you down from 3 hours travel, to 2.5 hours travel ($475).  When we spoke to you after the move, you also told us you agreed that this should have been paid.  

  Also, my driver did not charge you for the full coverage valuation that you chose ($195), which we also explained to you over the phone the last time we spoke.  This didn't make you happy, and we tried to explain it you in the most professional way possible, and we also apologized many times for this.  It was the drivers mistake for not adding it to your bill of lading.  We explained we couldn't handle these damages until your bill was paid in full and we most certainly felt like that was fair.  

  We tried to calmly and professionally explain this to you, and then your wife got on the phone and started to curse.  I won't tolerate being spoken to like this.

  As far as the marijuana?  **** we drug test and back-ground check all of our guys.  Why didn't this get brought up the day of the move by calling our office?  Why didn't you mention this during the phone call?  We DO NOT tolerate that here.  

  As far as the U-haul **** you agreed to this.  We were told we only had a small one-bedroom home worth of furniture, and a small amount of boxes.  We would not have put a CDL (40 foot) truck on your move anyway based on what you told us.  This happens fairly often.  People underestimate the amount of stuff they have.  It's not because we didn't do our job, it's because you highly underestimated the size of your move.  You could have chosen not to get the U-haul if you didn't want to pay for it. We always give you the option.

  As far as we are concerned, the $670 you still owe us should cover these scratches and small damages.  We had to pay our 3 guys for the time it took them to get home plus the fuel.  We are located 3 hours from *********, ***