ComplaintsforHire A Helper LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged a cancellation fee for a move but i was wrongfully charged for this cancellation. The movers who came stated they were unable to do the move. I asked why and they said distance - i dont see anything in contract about distance- the truck/pod was parked in parking complex of where i was moving with equipment i provided and an elevator. The movers who came told me im better off hiring someone else. I called hire a helper moment this happened and told me id be charged a cancellation fee even tho i was not cancelling - the MOVERS Cancelled. They were not able to move me day they promised, i want my $240 back.

  

  Business response

  04/04/2024

  We appreciate the opportunity to address the complaint filed by ********************* regarding their recent experience with a service provider from our marketplace. We take all customer feedback seriously and strive to ensure a positive experience for each of our clients.
  
  Upon reviewing the details provided, we would like to offer clarity on the events that occurred during the scheduled move. Our moving service provider (MSP) arrived at the customer's location prepared to carry out the agreed-upon services. However, it became apparent that the distance between the customer's residence and the storage pod was substantial, which would have extended the duration of the job beyond the initially estimated time-frame. Our MSP communicated this information to the customer, explaining the potential for additional time needed to complete the move due to the distance involved. Unfortunately, the customer expressed dissatisfaction with the situation and opted to cancel the service. Despite our efforts to address the concern and provide alternative solutions, including rescheduling the move for a more suitable time, the customer chose to proceed with the cancellation.
  
  As per our company policy, cancellations made by the customer after our team has arrived at the location may result in a cancellation fee. We communicated this policy to the customer, who acknowledged the associated fee. We understand the customer's frustration and regret any inconvenience caused. However, it's essential to emphasize that our MSP made every effort to fulfill the job as agreed upon in the booking. We remain committed to providing reliable and professional moving services to all our customers. We hope that this explanation provides clarity on the situation. Please do not hesitate to reach out if you require any further information or assistance regarding this matter. We appreciate your attention to this issue and thank you for your assistance in resolving it.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hire a helper chose to cancel my mover the day of the move due to “safety”, I informed HireAHelper there was other work that could be done while waiting for the ramp to arrive, they refused and told me I would be charged a fee, I said just cancel service, they charged a fee, no matter which way it was sliced I was getting screwed cause they refused to send the workers

  

  Business response

  12/23/2023

  ****** *******

  We are sorry this occurred during your booked service. The frustration is warranted; it is always difficult to know you paid for a portion of services that were unable to be provided. You booked labor assistance to unload your items into home. The movers were unable to begin work due to the vehicle not having the ramp that allows for safe and efficient access to the back of the truck. The movers you hired deemed the unloading would be unsafe and offered to reschedule but due to the last minute nature of this adjustment, it does carry a cancellation/last minute date and time change fee.Thank you for taking the time to provide feedback about your experience. A copy of your terms of service and confirmation have been included for your reference.

   

  Best Regards,
  **** ******
  Customer Relations Manager
  HireAHelper.com
  

  Customer response

  12/23/2023

  Fact of the matter is I said there was other work that could be done while we waited on the ramp, you all refused to send them anyways, the ramp showed up an hour later and they could have transitioned to the truck at that time, like stated in the Recorded phone calls. You all refusing is the issue, a full refund is the only route in which this is resolved in a satisfactory manner.

  

  Business response

  12/29/2023

  ****** *******

  We appreciate your request for more information on this matter. Attached are three highlighted segments from your Confirmation of Booking that may shed some better light on the specific costs and policies impacting your service cancellation fee. Any cancellation that occurs within an hour of the set start time is scheduled to incur a fee of $230.00 that is paid to the moving company for their lost window of service. Your cancellation occurred because the standard safety items were not on site to allow the crew to safely and efficiently unload your truck. The crew was hired to unload a truck into a house and they were not able to do this due to the missing ramp. We have attached the portion of the confirmation that designates the service to be provide.

  You refused any attempts to reschedule the service due to the rescheduling fee. We are sorry to know this occurred on your service request.

   

  **** ******
  Customer Relations Manager
  HireAHelper.com
  

   

  Customer response

  01/04/2024

  I didn't cancel it, nor did I authorize canceling, you all FORCED a cancelation. I was very clear in the recorded phone call that there was other work to do while waiting for the ramp and YOU all REFUSED to send the workers. That is on you, not me. What's crazy about this is you all had multiple chances to make this right, including now, and you all refuse.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/29/23 hire-a-helper sent movers to my home to empty a pod with my belongings into my new home. Previously when booked I had ordered another mover but a half hour later I received a call from hire-a-helper that the company I reserved was unavailable and they chose a new company for me (bait and switch). The new company was horrible. They sent two you men who dragged all my furniture and ruined my floors. Took off my mattress protectors on my new mattresses and dragged them in the mud and rain (we were having a hurricaine that day). When I asked where were my protectors they lied and said they were not on them. They dropped every one of of lanai couch cushions in the the mud. I had to shampoo each one by hand. They through my totes wherever they pleased and it was like they never did this before. I ended up telling them to leave my house before the job was done before they did any more damage. They snuck back in when I was on the phone with their boss and I had to throw them out and lock my door, I felt threatened. I tried filing a claim with the company but it was a joke. They had me get two estimates for my floor and one was for over $****** and the other over $******. Right now I have bought rugs for all the rooms in my home. My mattresses smell and keep spraying them with ******** and tried cleaning them. I reversed the charge on my ******** but they had it reversed back. They offered me $***** and I was going to accept that just because I didn't feel like fighting but that's before I knew they got charge reversed. They wouldn't even come to my house and look at the damage. They wouldn't even give me a phone number so I could talk to person. My only contact was Lydia through e-mail. This company is a joke. How can they do a bate and switch and do that kind of damage and get away with it. I am seriously considering legal action if I don't get a resolution with this venue.

  

  Business response

  11/21/2023

  An in-house resolution was reached with ***** *******. Attached to this reply is a signed release form.

  

  Business response

  11/28/2023

  Thank you for providing the additional information. Attached is a response for your review. Don't hesitate to reach out if you have any additional questions.

  **** ******
  Customer Relations Manager
  HireAHelper.com

   

   

  Customer response

  11/29/2023

  This business would not even give me their phone number to discuss the claim.  This business would not send out any representative to my home to see the damages.  This business was not the  business I originally hired, it was conveniently swapped out. This business did not send out qualified workers to my home.  I signed the agreement before they had the Discover charges reversed and told them that mad the agreement null and void.  These people are scam artists.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Hire a Helper on Mon June 5th. I asked to hire a couple guys to help me move furniture. I was not sure how long the job would take. I was told I could schedule 4 hours and then only pay for the time they were here. I was told they would arrive between *****. They arrived on June 16th before 10am. They were earlier than expected, which was not appreciated, but I accepted it. They told me they were only booked for 2 hours. I showed them a copy of my email that proved that I paid for 4 hours. They said they had to go after 2 hours and that I could contact the company for a refund for the 2 hours they did not work. Since that is what I had been told when I booked them, I figured it would be fine. They left at 12 noon. I called right after the helpers left. I was told the policy was not to provide any refunds and that I was misled. There was nothing they were willing to do.The amount in question is $200.

  

  Business response

  06/21/2023

  ***********************,

  Thank you for reaching out and providing us an opportunity to resolve your concerns. We have reached out to you by phone at ************ but were unable to reach you or leave a voicemail. Please call ************.when able to discuss your account. Alternatively, feel free to email us at customer-*********************************
  

  *********************
  Customer Relations Manager
  
  

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PODS referred 2 moving help brokers, stating specialists needed to load2 PODS ** to **. Chose HireAHelper because man said they had "experts" in PODs. They sent 2 guys to load 9/22. couldn't fit all belongings (despite pods rep estimate) so I had to order 3rd large POD over $3,500. (The crew unloading in ** said all should have been in 2 PODS to prevent shift damages.) ********* came 9/27 to load 3rd POD. Neither spoke English. NO IDEA how to load! Crew unloading in ** kept saying how awful, calling me over to take more pictures of damages. I took a couple hundred. Was like they were just throwing things. Heavy boxes on light, fragile. Pointed metal on wood. Boxes to be flat or upright were sideways or diagonal. Boxes to be on top were under. Chairs, wooden, leather furniture on top or under metal equipment. Ladders on furniture. Legs, sharp ends poked into cushions, wood, boxes. I provided AT LEAST 30 moving blankets, pads, foam, rugs. Found stacked- Not used! no idea how to use ******* straps so I had to use at the end, despite having enough for earlier. Almost every item of furniture damaged. Keepsakes damaged. I called moving help co. Was told since I booked through HAH, they had to resolve. Called HAH and despite many interactions, refused to help with recovery for negligence and damages. About 40 items damaged- entirety of 5 rooms. Over $30,000. Could get insur-$537 now, then $537 more only if receipts repairs/replace for $1075. I made clear not claim issue, but request for recovery for damages done by incompetent co they hired. I could not have foreseen. I have done over 10 interstate moves and have never seen. HAH does not verify competency of those they promote and book. I could have done a basic search and found better help. Also no help in trying to solve the issue, but are eager to collect money to do what a basic consumer could do themselves. Absolutely no responsibility. I would have been expected to at least be partially reimbursed for the damages.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company to move my stuff to their sister moving trailer paid over $950 and thousands of stuff has been destroyed.Yes I filed a claim with them sent them pictures and showed them other pictures of things that need to be replaced. This is over $5,000 worth of damage. They're making so many excuses and today they sent me a $375 offer. They will not take responsibility they will not pay me what my stuff is worth and they promise me they were insured for any damages when I hired them.I've asked for a manager I've asked for an inspector to come and examine my storage cuz I did keep all damage items. I have antiques that cannot be replaced and ham made items from my grandparents that have already passed away. I've been speaking to **** via email. And nothing is getting accomplished. I want my money back for the movers which is over $900 and I want my items replaced. They have not tried to work with me and I know better Business bureau can only do so much. I am looking into the court system and social media at this time if there is not a reasonable outcome. I've only loaded some things up because they have received several pictures. Also I'm having problems uploading everything.I hope all this can shed some light on some things and come to get my money back and an understanding that people stuff is very precious to them

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27 we moved from ************** ***** to independence ******. We put all our stuff in two storage lockers at U-Haul. When the company was taking our refrigerator off the truck, they were using a small dolly with no strapping on it and they were coming down the ramp backwards. Their refrigerator got away from them and tipped over off the ramp, dented the front real bad broke some things on the inside and I dont know if it did anything to the electronics because its in storage and I cant get no power to it. The company wants to give me $200. They say they paid damage by the pound. Well I already checked and the piece for the bottom part of the refrigerator thats dated is like $385. Like I said, I dont know anything about the electronics yet. The refrigerator is only 2 1/2 years old. They never asked me about buying extra insurance and also on your website they say their BBB accredited then I called the company that this company hired and they said that I had to use their insurance. I just dont want to be out $3000. If my refrigerator dont work when it wasnt my fault . Thank you for your help. *************************** ************.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am 65 years old, and lived in a low-income trailer park. I hired the company to help me pack some personal belongings, and was given a window appointment. The movers showed up hours later, and never called me. They did not give me any explanation, and did not do the work. I paid $279.00 for three hours, and got 1 1/2 hour. The job was not completed, and I had to pay someone else to finish it. I called, and complained. I was told to file a claim, and was insured. The customer service was playing games with me, and every time I would send her the information that she requested she would come up with something else. I was given a $60 refund, and asked for either a full refund or half ($140.00). I got tired of her games, and reversed the payment with my bank. I was told that I could not put a claim, and reverse the payment. I had to cancel one, so I cancelled the insurance claim and weeks later after I thought that it was over HIREAHELPER went into my bank account and took the $279.00 back. I was told that the company insured my move up to $1000.00, and if I was not satisfied or did not receive the service I would get my money back.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted a company on their website for services. Several pieces of furniture are broken. I filed a damage claim, and they continue asking for the same information repeatedly. ******** (lead claim specialist) is making it very difficult to continue the claim, even though I submitted the requested information, pictures, and invoices several times. I don't know why they offer the service of damage claims if clearly they have a "psychological-in cycles" strategy to don't pay for the caused damage. My bet is they asking for the same over and over, till the customer is tired and just lets it go..Items broken include an expensive expresso machine, two sofas with cuts (one very expensive), a broken tv, a damaged winery, missing parts of an expensive dinning table, and a damaged night table. They are speedy in selling the services but extremely slow to move the claims. Wife and me estimate the loss we have is more than **** $.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted HireAHelper to move my furniture (1 Bedroom basement apartment) and they gave me a price of $989.00 for 2 men for 2 hours. The men arrived from ******************* Movers, 1 not speaking any English, the other speaking very little English. They spent the first 20 minutes calling their manager to tell him there was to much furniture, then they spent over 2 hours shrink wrapping furniture. A move that was supposed to take 2 hours took more than 12 hours and I was charged an additional $2080.00. The movers themselves told me they have had many problems with HireAHelper misleading them on the scope of work for moves creating many more hours, not enough man power and to small a truck to hold everything. They needed to make 2 trips which greatly added to the cost of the move. Also some of my furniture and walls and trim was damaged. One of the movers was about 75lbs overweigh and was constantly stopping and taking breaks because he was sweating and breathing heavy and he needed to drink water, the other wasn't much bigger than me (I'm 5'4 140lbs) and clearly these men were not equipped to move heavy furniture all day. It wasn't their fault and I felt very bad for them and gave them $100.00 tip. I feel that this company did not listen to me, I told them exactly how much furniture and boxes I had and they clearly underestimated to get the job knowing they would charge an inflated rate after the fact. I have moved many times before with much more furniture and never paid close to this amount. This *************** was moved less than 3 years ago and took 2 men 4-5 hours.They state the following-Service Guarantee If you are not satisfied with your move, we will reconcile the issue with ************************** *** on your behalf or reimburse you 100% of the cost of your job (up to $1000.00)I am asking to be reimbursed the full $1000.00 making the cost I paid still over $2000.00

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