They came on time and moved everything out of the house quickly. However, the contract added $110 of travel time to the "all inclusive" price quote over the phone, and the hourly rate was different. Taxes were quoted as 13%. The delivered two wardrobe boxes as promised in the contract. When we arrived at the storage unit they told us they needed the wardrobe boxes back because they were only for moving people to a hous, something which was not indicated in the contract. They told us that the 13% in taxes was 16% if we used a credit card rather than pay cash, also not indicated beforehand. Someone had to stand and watch them unload because the continuted to try to pile boxes on top of boxes marked "Do Not Crush", even though this was explained to them repeatedly. They charged us for the time it ook to drive to the locker even thought we were already charged $110 travel time. Worst was that, toward the end, they were clearly wasting time, trying to extend the time they got paid for. Sometimes it took up to 10 minutes to get two small size boxed up the elevator and to the locker. WE WILL DEFINATELY NEVER USE THIS COMPANY AGAIN.
- Approximate cost of services:
- $360.00
- Company Response
Dear Valued Customer,
Thank you for letting us know how you feel about your recent moving experience. Your feedback is taken seriously, for we are constantly looking for ways to improve our services. We would like to take the opportunity and provide needed clarification.
Our records show that you acknowledge and confirmed our booking confirmation email which clearly stated the "all inclusive" price included small sized truck, TRAVEL TIME, gas and insurance. What you signed for on the contract was merely a breakdown of the "all inclusive" price. Travel time by no means was charged twice. The hourly rate remained as quoted and that can be verified via a copy of a detailed receipt.
The booking confirmation email also states that 2 complimentary wardrobes are provided for your use. It does not say they are for sale.
You also acknowledged the payment terms shown in the booking confirmation email which stated CASH and email money transfer as two payment options. Had we been let know that the two payment option are not applicable for you, we could have informed on the credit card acceptance with 3% administration fee incurred.
Our records show that your move took 3.5 hours which complied very well with our estimate (2.5 to 3.5 hours). ALL in all, we would like to apologize for any inconvenience caused during the move.
Sincerely,
Radu Rinaux