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Complaint Details
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Initial Complaint
16/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The moving company was hired to move all our household items out of our home in August 2021 and into storage. The company knew we were building a new home and it was still under construction. No move in date was set. We contracted the company to hold our belongings in storage until the new home was built and we had occupancy. A tentative move date was set for October, but we were very clear with the moving company that this was not firm. The home was only partially constructed. Oct 15 we received a phone call to schedule our move date. We still did not have a possession date from the home builder. The moving company put “November 1” as a placeholder in their booking system. We agreed to call back in Nov to update them. Nov 1 we received a call from the moving company. The moving truck was loaded, and had been dispatched to deliver our household items. However, they did not have a delivery address or confirmation from us. The truck drove around while the dispatcher tried to get ahold of us on the phone. We told them we still could not receive the items - our home is not finished and we do not have occupancy. The truck was sent back to the storage unit and all items were unloaded. The moving company has now sent us an invoice for $2000 (7.25 hours of labour and fuel charges). They are refusing to take any accountability for not confirming the delivery location or date with us. They failed to properly document and confirm the details of the move and now want us to pay for this costly mistake. We contracted them to manage these details and keep our belongings in storage. When they couldn’t reach us to confirm the move, they still proceeded to schedule it. They also changed the parameters of the contract without our consent, adding extra labour charges. They have not honoured our contract and are unfairly charging us for their poor management.Business response
22/11/2021
Our company has contacted and spoke to ****** ***** on Friday, November 19th to discuss this matter. We have removed the charges for the delivery out of $2100. The customer is aware he will be responsible for the monthly storage charges as well the handling and delivery out charges when it goes out of storage in December.
This complaint can now be closed.
Customer response
22/11/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.