Services were unacceptable. I also cannot get a response from the business.
I used True Friends Moving for my moving needs from an apartment in Antioch, TN to Smyrna, TN on Wednesday 9/24/14. I had originally communicated with ***** *******, the office manager prior to the move. I did have a few issues following the move. The arrival window I was given was to be between 1:00-3:00 p..m., but they did not arrive until 3:45 and I could tell they were already really tired as they explained that they had just gotten back from a move in Kentucky that morning. They slowed down many times and took at least 2 15-20 min. breaks that I know of. My neighbors even noticed them just sitting in the truck and mentioned it to me. I was sitting in my apartment just waiting for them to come back in. The second time, my cousin stopped by and she asked what were the movers doing, because again they were just sitting there. At that point I started just packing my car and moving items towards the door so that they would speed up. When they noticed, we started moving items, they came back in. I had some items that were to go to storage as well. On the way to my storage unit, which was just 4.1 miles from my old apartment, they decided to turn down another street. They mentioned to me beforehand that they knew exactly were the storage place was. My cousin and I waited on them there for about 15 mins. for them to arrive. We even asked if they had gotten lost and they said no. The fact that they now had drinks that they didn't have before leads me to believe that they made stops on the way to the storage unit on my time. Again, I indicated early in the move which items were to go to storage that needed to be packed last, but they did not pack them in the truck accordingly. Items had to be taken off the truck to get things out which wasted more time. Now the unloading part at our actual apartment went very quickly because we had them just drop boxes off in the living room because at this point it had already been 6.5 hrs and they didn't even move all my items. They decided to just move the bigger/heavier items because they were tired and felt like it would be quicker. I ended up having to rent a U-Haul van Thursday 9/25/14 to move the items that were left at my old apartment which cost me another $42.71. Also, the travel time charge was not explained to me. In talking to Mr. ******* (office manager) I asked about any other fees, I was told was stated: $149 for first 2 hrs, $99/hr after, $35 trip charge, and a $25 charge for the extra stop. He even went on to emphasize how these were their flat fees and there were no other hidden charges. Had I known about the travel fee, I would have more than likely gone with another mover. I believe the movers we were sent, were just too tired to quickly move our items in an efficient manner. I would also like to state that when my sister went to put her bed together, the parts to put it together were missing. These are not parts that would fall off. They had to be removed. She now has to sleep on the floor until the parts can be replaced, which could take a few days. We checked online and saw that those particular pieces cost about $25 or more plus shipping charges that we would have to be out-of-pocket because of their neglect while moving our items. This was my first time using movers, and it was not a great experience. I would also like to state that I have tried contacting the office manager, and their quality control department several times, with no response as of yet. Their website boasts, a 100% money back guarantee, but it is hard trying to even get someone to respond to my issues. In the end I had to pay them $753.50 and they did not even complete the job.
I would like some type of refund, because this service was not up to par. I also had to help the movers that I paid, move my items. After paying that much money, all of my items should have been moved. I do not think they had the right to pick and choose what they wanted to move and it should have never taken almost 7 hrs to do so. As stated, my sister is still sleeping on the floor because we are still trying to find the parts for her bed, that the movers lost. In all, I had to spend almost $800 for a move that was 8.2 miles between my old and new apartment. This is not even including the charges for the bed pieces.
To follow up on your recent move and BBB Complaint, I want to say that I feel terrible that you had such a bad experience with us as those guys specifically usually get great reviews. I was atleast glad to hear that you thought the guys were polite and worked hard for you. Please forgive us as I try and make this up to you but please be a little flexible as I am just a small local business owner trying to maintain our positive reputation and keeping everyone happy. I would be more than happy to resolve this with you and want to make it up to you timely.
I apologize on their behalf for running behind a little but we always ask to leave an hour window of flexibility around the estimated time (see confirmation email below). Unfortunately scheduling afternoon moves is not a science but more of a best guess so occasionally they do run over as much as I wish we could make it as planned every time. I am on your side and just want to try and help you have a better idea of us any way that I can. Most clients are usually given the option to have us get all the large items (fastest and most inexpensive way to move) which is usually preferred so I hate to hear that you would have preferred them get everything because I am sure they would have since there's really not much that we cannot take if asked but would've just added more on your time or bill. Travel time is also explained in detail in your email confirmation below as we charge everyone the same I assure you. Sounds like you feel some of your time was wasted so we can give you back an hour ($99) along with the $42 spent on moving your small items yourself and then the $25 for the piece that you said was broken for a total of $166. Will round it out to $200 for you in hopes you can feel fairly reimbursed for the inconvenience.
You and I both know that every company has bad experiences at times from the largest fortune 500 to the smallest mom and pops but this is personally our worst and I hate it. I hope that you have seen some of our many happy clients comments/testimonials and see that we are a good local small business that obviously aims to please. Hope to resolve this right away as keeping an unbiased opinion for our future customers is very important along with making sure you are satisfied with exactly what you received : )
(The consumer indicated he/she DID NOT accept the response from the business.)
Part of the response that was sent to the BBB was not in the response the business sent to me. I am still in negotiations with the company pertaining to the appropriate amount for a refund. I am just waiting to hear back from them.
Final Business Response
Business notified BBB that a check was sent to the consumer for $314.00.