Complaints

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• Initial Complaint

  Date:03/11/2024

  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 November 28th I had contracted Seneca Movers to transport some of my household items to my new home. The distance is about 14 miles from my previous residence. On two occasions an employee came to asses my items and give me a price. I accept their estimate
  . The morning of the move, there was snow on the road. The road had been plowed but the driver was instructed that they should not travel down the dirt road to my new home. They sat at the top of the hill and my family was not informed that they would be heading back to Waterloo and load two trucks the next day. In the meantime, we had a plowing person go to the town barn to bring back salt. They had left The came back the next day with two trucks. and workers waited after unloading, my daughter signed the paperwork for me . After contacting the original estimator and the office many times, they were not willing to talk about the situation and come to a reasonable solution. They had charged double the estimate. The lady answering the office phone was very rude and unprofessional I wouid have been willing to pay extra because of the weather but wouid not work with me. I asked to speak to the owner. call back another day. And she hung up. I never heard from him. This is after a few weeks of trying to reach a reasonable solution. I contesting the credit card charge. Since my daughter signed the paper so they could leave. And they did deliver there was nothing they could legally do. Suggested small claims. Im not a young person and did not want to go through more. They very unprofessional in way that this was handled especially the office ladies treatment of this situation and myself. I need to mention as well that at no time did the estimator for the company, check the area where they were delivering my items. It became my problem because they did not do their job. We did not agree to second trip since there was a back up person who took care of the problem for us. In

  Business Response

  Date: 03/26/2024

  On November 28th we moved *** *****.  Unfortunately the weather was not good that day.  The estimator first went to the customers house about three weeks prior and gave her an estimate on October 31st for $1565.75.  The estimate includes travel time, but also states the charges are based on actual time ad materials.  During the first walk through of the house at the end of the survey the estimator asked if there was any issues with access at the destination, to which the customer replied "No".  The estimator spoke with the customer more than once to confirm the workload was the same as the estimate, as she is elderly and seemed very nervous about the move.  On November 27th getting a feeling things were going to be different than the estimate, the estimator returned to the customers house.  She was more than 40 minutes late at that point to meet the estimator, but her daughter was there to show him around.  During the walk through of the house, everything seemed to be the same, but then the daughter mentioned the pole barn.  During the initial walkthrough the estimator was told "do not worry about the pole barn".  At this point the customer had shown up.  The estimator told the customer and her daughter "I am letting you know this will go on actual time and materials, and noting in the pole barn was included in your estimate".  To which the customer started questioning the amount the move would cost, and if it would be within the estimate?  The estimator confirmed to her that the cost would go on actual time and materials, and that this was not the same work load as described during the first walk through.  The customer at that point again started asking if the cost would be within the estimate, again he told her it goes on actual time and materials, we can keep your cost within the estimate, but we will not get everything moved, that is up to you, as the daughter was helping move somethings.  Which brings us to the move date of November 28th.  Unfortunately the weather was not good after a streak of nice weather for November.  The crew went to the customers house and loaded everything from the house and POLE BARN in the truck.  At the destination where the estimator was told there is no issue with access, there was!  Somewhat due to the size of the driveway and due to weather and the road not being prepped.  The destination was very icy and the plow truck that was called there was spinning all 4 wheels.  The driver who has more than 25 years experience at that point, made the decision with telling the customers daughter it is too dangerous and we will get stuck and you don't want to have to pay to get a tow truck out here to get the driveway taken care of and we will come back here in the morning.  At this point the driver and crew loaded the items into two smaller trucks at no charge which normally would be charged for.  They returned the next day and delivered.  There was a service done on actual time and materials which is clearly stated in the contract sent and signed.