Complaints

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• Initial Complaint

  Date:04/01/2024

  Type:Product 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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The answer provided by Nick's Moving Company is inaccurate and an admission of theft.  As the attached documentation shows, Nick's Moving Company charged a $2450 deposit.  Apparently unknown to ****, I did pay a tip to the movers (as best I can recall), but this is besides the point.  Nick's Moving Company did not have--and never did seek--authorization to use my deposit for a tip.  It did not even inform me that it was doing so.  This is theft, pure and simple.  Moreover, Nick's Moving Company is now claiming that the cost of the services rendered exceed those on the receipt (submitted previously), for which I have long since sought reimbursement.  None of these are good business practices.

  I look forward to a full reimbursement of $830 plus interest.

  Regards,

  ****

   

   

  

  Business Response

  Date: 04/05/2024

  *********************, the customer, booked a last minute job with us last year on one of the busiest days/weeks of the year - June 2 2023.  He wanted us to vacate his apartment, and deliver to two locations - another spot in ********* and an international shipping warehouse in *********** near the airport.  He did most of this remotely.  We were able to accommodate the request, but since he didn't know the hours of the shipping facility, we had to take the additional 16 boxes back to our warehouse,  unload and reload and deliver three days later to ***********. The crew submitted paperwork after completion, and it did not appear that any refund was due. Almost six months later, long after the allowed time to dispute a bill or place a damage claim according to our contract, **** reached out to demand an incorrect refund.  We asked for some time to look over these records, and it appears there may be a small refund due, but there remains a question of gratuity.  Here's the math, as stated in the bills of lading **** provided in his complaint:  6/2 there were 4 men for the bulk of the job, and the labor was 940, on 6.5 there were 2  men for the box delivery and the labor was 3.25 hours x 185, hence 601.25.  We added 125/day for weekend storage - that's 375 total for 3 days, 50 fuel surcharge for E. ******, and arrive at a final bill of 1966.25.  we deduct his deposit of 2250 (not 2450 as he claims in his complaint), and arrive at a balance of ******.  Given that it's customary to add a 10-20% gratuity to every successful move (**** had not been present to tip at the end), the ****** was split amongst the six hardworking crew members, approx 47 each for the two part project.  We are prepared to refund that gratuity, however, if **** decides to rescind the tip for the crew at this point.  That payment will have to be made by check or electronic means, since the credit card refund window has long since expired.  Sincerely, NMC

  

  Business Response

  Date: 04/17/2024

  Despite the fact this complaint was placed long after the 48 window specified on our bill of lading (which again is a bill of lading, not a final bill - the second day of work for example shows actual hours versus estimated hours on previous BOL, and the storage rate only mentioned one day - it was three - etc), we now followed up with customer's original crew regarding the gratuity issue.  They insisted there was no cash tip, and the customer said he would "follow up" with the office after his boxes were delivered the following Monday.  My office manager said he had reached out the following week, but got no response regarding the card gratuity; the customer appeared to be out of the country.  Regardless the crew was tipped accordingly by office for a job successfully completed.  We are willing to reimburse the customer for this $240 misunderstanding - again almost a year after the move - if customer insists he wants to claw back the tip.  
  
  That's as much as the company is prepared to do to resolve this very belated complaint, and customer's disingenuous claim that he "can't remember if he tipped the crew".  There's certainly no interest available, given the miscommunication and lapses.  And this is not an admission of any wrongdoing, whatsoever. 
  
  Sincerely, 
  NMC 
  
  Nick's Moving *** ****

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I am sorry to see that Nick's Moving Company is not addressing the complaint as it has been posed:

  1) I have provided documentation that the deposit was $2450, not the $2250 claimed by Nick's Moving Company.  Instead of recognizing that this means they owe me an additional $200, they have in fact adjusted downward (without any justification) their original estimate from $283.50 to $240.

  2) Nick's Moving Company has also not convincingly explained why their figure of $1966.25 differs from that on the bill sent to me after the shipment was completed.  ****'s surely knew that a weekend is more than one day when writing out the bill for $125 of storage expenses, so it is inappropriate to recalculate and insist that $375 is due nearly a year later.

  Moreover, Nick's Moving Company is confusing several key facts:

  3) I am not filing a complaint about the bill, which might possibly be covered under a 48 hour policy relating to "damage or loss."  I am filing a complaint about the failure to return my deposit.  Before filing such a complaint, I showed Nick's Moving Company the respect of waiting until it was clear that they were not simply processing the payment slowly.  I then wrote to them in October, and they ignored my complaint.  That is why this process has gone on so long.

  4) Tips are given at the initiative of the customer.  They should not be deducted without consulting the person who is paying--that is not a tip.  As for my memory, it is not at all disingenuous to be uncertain whether I paid a tip a year ago.

  As a matter of principle, I will not allow a gratuity to be given on my behalf.  Please return the entire difference between the sum of the two bills presented and the amount of the deposit: $733.75 or $830, depending how one reads the bill, plus interest.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****