I needed to find a mover with storage, on short notice. Not many movers were available. When I called the Co, I spoke with a gentleman who I specifically informed that I wanted the price for the move and two months storage as my daughter would be moving out upon returning to school in late August. Everything was verbal - which is unusual as most Co provide an email quote for approval. When the movers showed up at my daughter’s condo, she paid the agreed upon amount and she also confirmed that it was for the move out and two month’s storage inclusive. I can only assume it was the same gentleman that I spoke with in the phone because he had a Russian accent. I received a call in Aug demanding the storage payment for August. When I explained what both myself and my daughter were told, they said that we were wrong and that I was to pay $200 for August or get everything out. (A bed and 5 boxes.). Despite trying to explain what we were told, no one would listen. I was passed on to the gentleman that I spoke with originally and the confusion only increased. Sadly, when my daughter and I picked up her items (with another, very professional mover), her beautiful bed was significantly damaged. The new mover also told ins that they were treated very unprofessionally by the staff at the facility and that the staff were rude to them.
- Approximate cost of services:
- $900.00
- Company Response
Hello Anne,
First off, we are very sorry for your bad experience. We strive to make every customer happy and content with their moving experience. Let’s start from the very beginning. When you first called to our office, our manager was the one who answered your call. It was end of the month, and a very busy time for all moving companies. You were so frustrated that you couldn’t find any company available to do the move for your daughter. Our manager was able to arrange your move by squeezing you into a very tight schedule. This was in order to help you and your situation. You were explained all the charges thoroughly over the phone. Transparency is one of our business mandates and we always communicate honest prices. At that time you were so happy, understanding, and appreciative. All of our phone calls are recorded for quality and training purposes, and for discrepancies in the future that require us to replay the recordings. Secondly, right after the conversation was done, you received a formal email confirmation with all the details and pricing that was provided to you -and by you ( such as the pick up address and drop off address). The day before your move, as a mandatory procedure, we need to receive your final confirmation from you, which our secretary is responsible for. When she calls to confirm she repeats back to you the moving date/ time/ locations/ and charges. This was completed successfully. On the day of the move, in the morning, as soon as the movers arrived to your pick up location, they were unable to start the job without you signing the contact ( where it again states all the charges that were discussed to over the phone/ and email). Once again, this was signed successfully without any hesitation from your end. The move was completed in 4 hours, which was done in a time efficient manner for your move. So far no problems, and everyone was happy. The problem began when after one month, when your storage was past due, and our secretary tried to give you a call and friendly reminder that the storage was past due and you have to pay your storage fee for the next month. You began to argue with her that it wasn’t understood that the payment was a monthly rate, you understood that the storage fee was for an indefinite amount of time (which does not exist in any storage facility)... from this argument you began screaming and yelling and swearing, verbally abusing our secretary. As a manager I could not accept this, that our worker who was just doing her job professionally and properly will be abused by a client. The phone line was disconnected as this form of conversation is unacceptable. The next time you called you requested to speak with the manager. She transferred you to the manager. The manager explained everything to you correctly, and where the understanding of payment was unclear. When the manager has requested that the overdue payment be paid by you, you started to complain that you don’t understand the managers accent. You asked to speak again with the secretary. You were transferred back to the secretary for your convenience, and she explained the exact same thing to you, but you still didn’t want to accept the payment that was due. At this point you started to complain that the move wasn’t satisfactory, that it took too long, that the drive time was in correct, and so on... As professional movers, we have all the tools and knowledge how to do our job properly. We have GPS tracking system on all our trucks and moves. So we can see every single step of the moving process (when the engine stops/ starts/ every turn/ the driving speed/etc). We sent you all the proof that our movers spent 2.5 hours at the pick up location (where they disassembled the furniture and wrapped your furniture professionally, and properly loaded the truck). We sent your proof of the driving route the movers took and time they spent on the delivery, which was one hour. You can see they didn’t stop anywhere or take a wrong route. It was a fair and honest delivery to our storage facility. They unloaded all of your items to the storage unit in only 30 minutes, which was incredibly fast. After all the facts were presented to you, you agreed to pay for the storage for one additional month and warned us that you will choose another company to move you out of our storage and will post everywhere bad reviews on the company. After this bad experience we took above and beyond measures in your move out process. We made sure before your movers arrived that every single of your items was wrapped and not damaged, and took photos of them as evidence. And here we are now, that you are accusing us of damaging your items. If you can prove even one point in all these accusations you have written against us where we were wrong, we are happy to give you a full refund. I hope here my accent doesn’t confuse you.
Best regards,
Eugene
High Level Movers