Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 27, 2024 I contacted King Moving & Delivery for a pending move on August 30, 2024. I sent a partial deposit of $100.00. Within 2 hours of sending the deposit I contacted the company to state that the move would not be taking place and requested my refund of the deposit. For 2 weeks I have been emailing, calling and texting seeking my refund. They sent a copy of their refund receipt claiming they issued the refund however no money was ever received into my ****** account. ****** has conducted an exhaustive search and nothing has been received. The company claims it was sent I have requested information about the actual refund transaction and all I received is copy of a supposed receipt with no actual transaction information shown it is now September 12, 2024 and the company still has my money.

  Customer Answer

  Date: 09/13/2024

  The refund was finally issued today 9/13/2024 however consumers' should be warned that this company has terrible business practices and anyone dealing with them should look elsewhere for their needs

  Business Response

  Date: 09/16/2024

  Good afternoon,

  I, ********************* spoke with Ms. ****************** on Friday, September 13th to inquire as to whether or not she had received the refund as we had discussed.  I originally sent her a refund on 9/6/2024, and sent her the receipt that I received when the payment was sent. 

  On 9/13/2024, I was advised that she never received a payment.  I reissued a payment through Quickbooks, and that receipt was sent to her from Quickbooks.

  I have attached a copy of both emails.

  The refund of $100 has been confirmed that it was sent on 9/13/2024.

  I don't believe that any further action is required.

  Thank you,

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

  Customer Answer

  Date: 09/16/2024

   
  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,
  
  ******************

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke to **** at Kings Moving to get a quote for an apartment move. Communicated that I was merely inquiring about pricing. **** replied that if I booked with him, which included paying a deposit, he would price match if I found anyone cheaper. I agreed and sent deposit. ($125) He said he preferred ***** when I asked him how I would be able to pay with my credit card. Shortly after, I found an identical service that was not only cheaper, but also provided better services. I called **** back to present the deal to price match as discussed. Provided the contract via email as requested. He questioned that the contract was inaccurate, that there must be hidden fees. He called the other company ****************** Moving) as well as myself (twice) to verify. He became angry and very rude when the information ultimately came back that it was a cheaper contract that not only provides the same service, but more. He quickly and very rudely told me hes done I dont have time for this and refused to speak to me. (Over text) I called back next day to formally cancel service based on his behavior and request my deposit back based on broken verbal agreement (price matching). I signed on with him contingent upon the price match offer. He denied my request, yelled, talked over me, and ultimately hung up on me.

  Business Response

  Date: 07/26/2024

  ************************* contacted King ********************** & Delivery regarding her move and did book her move with our company.  We do offer a price match if a reputable company offers a lower quote in writing for the same services.
  ********************** claim that they offered a better service at a cheaper price is incorrect.  They offered the same three hours of service that we provided.   They quoted her $315, but they did not include their $140 charge for fuel or the stair charge.  Our quote was for $364, which included both the fuel and the stair charge.  So, as you can see her move, for the initial three hours of moving services with that company was going to cost $455, even if they did not charge a stair fee, which they advised that they did; whereas King ********************** & Delivery's quote was $364.
  As you can see, in the fine print from the Groupon from Rest and Relaxation Movers, there is an additional fee for fuel:
  Fine Print
  Promotional value expires 180 days after purchase. Amount paid never expires. Limit 100 per person. May be repurchased every 30 days. All goods or services must be used by the same person. Limit 1 per visit. Appointment required, contact by phone at ************** .Service Area: Valid only within 100 miles of zip code *****. Call ************ for more information. Additional fees apply for fuel. Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services. Learn about Strike-Through Pricing and Savings
  Also, their first review makes mention of the $140 fee, as we were advised when we called:
  ****
  1 ratings1 reviews
  June 25, 2024
  Very good service. Only thing is the $140 gas deposit overall, pretty good.
  Our cancellation policy, which is written on our estimates, is 4 days prior to the scheduled move.  ****************** attempted to cancel her move 2 days prior to her move, requesting a refund.  At that point she still had the opportunity to move with us, at our cheaper price, but she chose to not do so.  The dispatch manager even reached out to her via email to attempt to resolve the issue, but she never replied.
  
  

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22015819
  
  I am rejecting this response because:

  Complaint: 22015819
  
  I am rejecting this response because:
  This is simply incorrect. The Groupon is for $175. Fuel fee is $140. The total price was 175 + 140= 315. I tried to explain that to King ********************** multiple times, and was cut off with rudeness and aggression. Him listening would 
  have meant that he would have to do as he agreed which was price match. I sent the deposit based on the fact that he agreed to price match, which hes even admitting here. He refused to accept the lower price that I was offered. As a matter of fact, I used the other movers on Tuesday my total was $365, and I went over time by 30 minutes 
  Included is the copy of the invoice. 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2024

  At **** Moving & Delivery, we pride ourselves on excellent ****************. 
  Although what you paid is exactly what our quote was for 3 hours of moving services plus 1 hour of travel, we are willing to reimburse your $125 deposit.
  We don't normally reimburse deposits unless a job is cacelled 4 days prior to a move, which is written in the estimate that you signed. You did not cancel until 2 days prior to your move.
  But as I said, **************** is extremely important to us.
  Please send a request through Zelle with the following in the notes: refund request for Job #U8311126.
  
  

  Customer Answer

  Date: 08/15/2024

  Not surprised, King Moving lied once again. This time in plain view of the Better Business Bureau!

  I requested the refund, exactly as directed by King Moving. That was two weeks ago, and I have yet to receive any money. Bad business all around.
  

  See attachments for documented timeline of this happening. Still waiting for promised refund!

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 14, 2024 King Moving & Delivery came to my previous address ************************************ arriving at 10:15 am. They packed my house & delivered to my new home - 15 minutes away. After they unpacked everything (it took more than 2 hours) I plugged in the ***************** didnt work. The movers (****) said that I shouldnt worry, unplug it & wait 48 hours, then plug it in, so I immediately unplugged it. It was plugged in for approximately 15 seconds. Then, very next day 6/15 I had someone come to install the 4 tvs. He successfully installed 2 televisions & showed me the other two televisions were broken - cracked screens. These movers faced the screens against the wall with the back facing out. They clearly knew they damaged them. I called the movers immediately & they didnt answer, I left a detailed message about the tvs. I waited until Sunday, 6/16 & plugged the refrigerator in & it still didnt work. I again called King Moving & Delivery & again they didnt answer. I called again on **************** 6/17- 6/18 still no answer. So I called from my husbands phone & magically they answered. ****** who was my sales person was rude & asking me how they broke the items! I told him to ask the movers, their fingerprints were all over the 3 items. Now they are refusing to cover the refrigerator because I plugged it in for 15 seconds! I do not have my receipts for the tvs or the $3,600 refrigerator but did send them pictures of both the from & back & they can look up the value of all 3 items. ****** assured me when I was retaking their service they were licensed, insured & if there was any damage it would be covered completely! He said it was highly unlikely to have any damage since it was a local ************ wrap everything.

  Business Response

  Date: 06/26/2024

  As a response to this complaint ************* contracted our company to relocate her inventory from house to house the service was for 8 hours of labor including travel , total cost $1441 with a $300 dollar discount everything included , As per our protocol a video was taken at the beginning and end of the job , also the customer was advised to unplug 6 hours previous to the move and to wait at least 6 hours before plugging it back in and clearly she plugged it in immediately shows the delivery video  . King ********************** & Delivery prides it self in the relationship we develop with our clients we offered the replacement of the televisions if proof of purchase is provided  , there has been no cooperation from the client in regards to the claim she just requested $3600 which is way above book value for the items in question . Again we would love to resolve the situation with the client  , we request the client provide proof of value or purchase . thank you KING ********************** & DELIVERY 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21899739
  
  I am rejecting this response because:
  King Moving & Delivery NEVER told me to unplug the refrigerator 6 hours prior to moving, nor did they tell me not to plug it in. ****, the mover, saw me plug it inwhy didnt he stop me? Of course if they communicated that I would not have plugged it in. It was plugged in for 15 seconds, then **** told me to unplug it I did immediately. This is a blatant lie on their part. Please note that ******, from **** Moving said to me & I quote, How do I know that you didnt pick up the refrigerator off the street?  The nerve of him. I sent pictures of the tvs & serial numbers as Im unable to locate the receipts for the tvs. 
  Sincerely,
  
  ************************************************

  Business Response

  Date: 07/05/2024

  Good afternoon,
  First of all, I would like to apologize for the first response to the the BBB claim and for what was said to you by ******.  The response was sent without my knowledge.  But both incidents were very unprofessional and unacceptable.  In remedy, that employee no longer works for King ********************** & Delivery.
  That being said, I would like to start over with a new response.
  When the movers spoke with the gentleman before we started loading any items, the ******* discussed the refrigerator that was located in the garage.  It was still plugged in and full of food.  The ******* advised him that it should have been unplugged for 48 hours prior to the move and after the move as well.  When we unloaded the refrigerator, ******** plugged in the refrigerator immediately.  The ******* told her to unplug it.  Although it was only plugged in for a short time, this effects the freon and air mixtute.  Unless the freon is allowed to settle to the bottom before the refrigerator is plugged in, there is a high probablity it will damage the refrigerator.  
  As far as the televisions are concerned, all of the televisions were wrapped in blankets, shrink wrap and cardboard in order to ensure that there is no damage. The movers do not plug any appliances or televisions in to see if they work.  When the movers unloaded and unwrapped the televisions, they did not report to me that there was any damage.  ******** also did not call to report any damage.
  Two days later, she advised me that when she had someone come to install the televisions that two of them were cracked.  I had no missed calls from her or I would have returned the call.  King ********************** & Delivery prides ourselves on Customer Service.  From the pictures she sent me, one of the televisions looks like it was punctured, which could have happened when it was being installed.  The other television, from the picture she sent, I cannot tell what is wrong with it.

  Thank You,

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

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21899739
  
  I am rejecting this response because: The only person I ever spoke with before this move was ******. He NEVER told me to unplug the refrigerator prior to the move & never told me to wait 48 hours after the move. That did NOT happen. The ******* is correct, there was food in the refrigerator when he arrived. ****, the *******,  never told us anything until I plugged it in after it arrived at my new residence which was a 15 minute drive &  the refrigerator did not work. He then said to unplug it & wait 48 hours. Clearly, had I been told this I would have compliedas would any rational person. As for the television sets the movers faced the broken screens to the wall so it wasnt noticeable until the next day when my installer turned them around. Interestingly, the two TVs that were undamaged had the screens facing outward. Sorry, the movers knew they damaged the other two sets. I dont expect full value for my items as they were approximately 3 years old but I do expect something. I sent pictures of front & backs of the items with model & serial numbers. They can see the cost of all 3 items. I also sent King **********************  pictures of a bar that came with missing pieces, & scratches on tables & pictures. I can remedy those items myself and havent asked for anything with regards to the bar, table & picturebut clearly these were very sloppy movers with little regard to my possessions. This was a local move & the damage was excessive. 
  
  Sincerely,
  
  ************************************************

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This COMPANY IS A TOTAL RIP OFF! They quoted me a price for $310 to unpack 1 room. The lady told me the movers will be there at 1pm and did not show up until after 2:30pm Once they unpacked the room which took an hour plus which it should not have taken that long. Once we were in route to the location the lady sent a pending balance of $488. Which we were a bit confused about. The movers then held on to our stuff and would not unpack until the amount was paid. At this point because the *** has a time where they have to leave the property there was no choice but to pay. The rep was so rude and misleading she should be FIRED this company is a scam and a ripoff they should be out of business because they are thieves. On the 2nd invoice we were charged for 2 additional drivers when there were only 2 people. In order to get our belongings we were forced to pay the balance. On the 2nd payment when the bill was due it says 12/4/2023. The lady then advised that the movers will mount the TV's and assemble the things. The movers did nothing. Please review the attachments that have been sent. Thank you in advance.

  Business Response

  Date: 11/13/2023

  Tell us why here...*************************** (not ************* as listed as the filer of the complaint) contacted King ********************** & Delivery **** on Saturday, 11/4/2023 in the morning to complete a move on that same day.  We normally require 72 hours notice to book a move, but always do our best to assist.  We advised **************** that we would indeed help her, even though it was such short notice and proceeded to send her an estimate.  The estimate clearly stated that the move would cost $310 for two men and a truck for two hours of moving service, fuel, elevator fee and one hour of travel time for the men to get to her origination location and to return to the office;  Any additional hour over the original 2 hours would cost $149.  We send our estimates electronically and require an electronic signature. **************** signed the estimate at 09:41.  She also got a text message with a breakdown of the charges shortly after 10am. When she initially called to hire us, she stated that she was only moving a bed.
  
  Our policy is to retain a deposit of 50% of the original estimate, which **************** paid $150 via Zelle.
  
  When **************** booked the move on that morning, she was advised that we would try to be there at 1 pm, but it was explained verbally and in writing in the estimate that she signed that "the movers are scheduled to arrive in a time frame of 3-4 hours".  We cannot guarantee an exact time, as we are coming from other jobs.  
  When the movers arrived, they found out that she was moving an entire bedroom, not just a bed. Some of the items, including the bed needed to be wrapped, so that they wouldn't be damaged during the move.  This was an extra fee of $105, which **************** agreed to pay.  This is also clearly discussed in the estimate that she signed. 
  
  Upon arrival to ******************** residence, her estimate is once again reviewed with the *******, to go over the pricing and have the customer initial that she understands everything.  It is very clearly written that any additional time will be $149/hr after the initial 2 hours.  The move is based on an hourly rate, as it is clearly explained from the minute a customer calls the office.
  
  **************** stated that we said 2 additional movers came - we did not, the estimate says 2 movers & a truck, not 2 additional movers, and then additional hours.
  
  It is unfortunate that **************** thinks that it should have taken less than an hour to pack up her room.  Our movers are professional movers with years of experience and take the appropriate time to disassemble furniture, wrap furniture, relocate the items to the truck and pack the truck securely so that nothing is damaged in the travel to her destination location.  According to ****** maps, the drive time in a car is approximately 25 minutes from her origination location to her destination location, so that means it is ***** minutes with the moving truck.  Then the truck needs to be unloaded and items reassembled.  **************** states that nothing was done at the new location, but that is not true.  However, she needs to understand that the more that she wants done, the more time it takes, and the higher the bill is going to be.  We do not charge a fee to assemble things, but the labor time continues and she did not want to pay more money as it was.  **************** also initialed the contract at the time that the job was complete, so that there is no argument as to overcharge.  We normally do not prorate to half hour, but we did in this case in order to make the customer happy.
  We make every effort to ensure that the customer understands what the charges are going to be.  They are explained verbally, they get a written estimate which they have to sign for, they get a text message with another breakdown and then finally a chance to go over the charges with the ******* before the move starts.  Please see attached the written estimate with ******************** electronic signature and the text message that was sent to her with the breakdown of charges at 10:30am.
  As you can see, there were no hidden fees and no attempt to "rip off" or "scam" the customer.  She was charged for 1 1/2 additional hours and $105 for wrapping.  Nothing more.

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I meant to do this review since the 6th of December. This company is BEYOND unprofessional, first off there were two guys and one was smoking a black and mild in between. Second, we spoke to someone before hand and they gave us a quote (Im pretty sure his name is ****), the day of moving they arrived to the storage about 45 mins late, but called me the day before to confirm a earlier time (weird), then with half of my furniture being inside and half being in their truck, the workers randomly say theyre charging me an extra unnecessary $200 more. We told them before hand theres three flights of stairs, dont complain about it if this is your job. It took them a total of 2 hours (which I paid for, and paid for extra time that wasnt used) from beginning to end and I was still overcharged, after the job was done, considering the fact that I had to come out my pocket with extra money.. from the kindness of my heart, I offered to give a tip two days later because I was getting paid, and he told me If Im not doing it now, then dont worry about it, its pointless. He was very obnoxious and loud in front an **** representative. 000/10, I would NOT recommend this company. I recommend a known company like two mens and a truck. (Also, I was moving to an apartment with no elevator which was known at the time of booking)

  Business Response

  Date: 01/11/2023

  King Moving & Delivery completed a move for *********************** on 12/6/2022.  At that time, I was unaware that **************** was unhappy with any of the services provided.

  On January 1, 2023, I discovered that **************** left a negative review on ******.  I reached out to **************** to find out why she was unhappy and how I could remedy the situation. After discussing the issue with ****************, we amicably reached a resolution of money that I would refund to her.  I refunded the money to her on January 2, 2023 via Zelle. **************** has subsequently removed her review from ****** and I believe the situation has been completely and successfully  resolved between the parties.

  Thank you in advance for your assistance with this matter.

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

  Customer Answer

  Date: 01/13/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:11/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Groupon for this company that says $199 for 2 mans 3hrs and a 16" truck exactly what I need it since I only need it to move a few big stuff like 2 bedrooms set mattress a living room glass vanity and a few other things a day before their secretary contacted me to advice that is only 2 Hrs. work and 1 hr. travel time which I advised is not fear since the voucher says 3 Hrs. but anyways agreed to it since I really need it those furniture to be move I had schedule for 7am Tuesday 22nd movers arrived at 725am a little late, at their arrival even thou I had packed and wrapped all the furniture so that they only need it to load and offload at their arrival they advised the need to rewrapped all the furniture again because they don't trust customer wrapping I immediately told them that was never told to me, they took and hour and 1/2 from the 2 hrs. that shut it be 3 hrs. purchased and told me that rewrapping was going to cost me xtra $175 plus there is surcharge of $75 for gas that's xtra from the $199 I all ready paid at Groupon I was very upset and had advised the owner that they had misleading on their information notated in Groupon since I'm a single mom with 3 kids that rely on that Groupon since my budget was very limited I told the owner I work very hard for my money and that he need it to specify all the xtra charges he advised me if I cancel the $199 was non refundable so I had no choice but pay them if want the service they rewrapped some furniture because the ran out of the blankets used for wrapping an end it up taking the other furniture with my wrapping the loading and offloading of course went over the 2 hours at the end they had charged me a total of $373 xtra plus $199 paid at Groupon Total of $572.00 that's very misleading on their part they made me paid for all this xtras not specify on their Groupon they obviously did not care all the owner had to say will we made it to your place if you cancel now you loose your $199 you all ready paid.

  Business Response

  Date: 12/01/2022

  ********************************* purchased a Groupon for $199, which covers 3 hours of moving services and her move was completed on Tuesday, 11/22/2022.  Both in the Groupon Ad and the estimate that was signed by ******************, it is broken down that the 3 hours of moving services is 2 hours of labor and 1 hour of travel time; furthermore it is clarified that the 1 hour of travel time is for the movers to get from the warehouse to the moving location and to return to the warehouse. The first sentence in UNDERSTANDING YOUR ESTIMATE, which is electronically signed by the customer states: : "Understanding Three Hours of ********************** Service - 3 hours of moving service on Groupon equals 2 hours of  labor and 1 hour of travel time. The travel time is for us to get to the pick up address and when the job is done get back to the warehouse from delivery."  (Please see attachment #1, our Groupon, attachment #2, the first page of the electronic moving estimate showing two hours of labor, and attachment #3, the second page of the electronic estimate).  This moving estimate was signed by ****************** on Monday, 11/21/2022 at 10:28 am. When speaking with ****************** via text on Monday, 11/21/2022, the day before her move, it became evident that she did not understand the three hours verses 2 hours, as she told us that her Groupon was for 3 hours.  It was clearly explained to her, and screen shots were sent to her via text.  Her final response was that it was "misleading it clearly says 3 hours of moving services. It does not say 1 hour of travel time.  But anyways what I have won't take them 3 hours" (please see attachment #4).  Again, as per the documentation provided, it is clearly explained in everything that the 3 hours is for 2 hours of moving labor and 1 hour of travel time.
  ****************** even admits that in her complaint that the secretary clearly explained this to her.
  Yes, the move was scheduled to commence at 7am, however unfortunately there was heavier traffic than normal that morning and the move did not start until 7:23, as per the contract that ****************** signed.  We do our best to always be punctual, however weather and traffic is sometime out of our control.  This is why we always give ourselves a 2-4 hour window on move times.
  ****************** did indeed have her furniture wrapped, but it was unsafely and improperly wrapped to moving standards.  She had dressers and furniture that was solid mirrors and glass, that she had wrapped only in shrink wrap that was purchased at ********** or Lowes.  There is no way that we could move this furniture wrapped in that condition. As a professional moving company, we are responsible for the safe transport of her belongings to arrive in safe condition.  ********************** glass and mirrored furniture 14 miles in shrink wrap only is guaranteed to be broken and destroyed.  We originally told ****************** that the wrapping would cost $175, but we only charged her $100, giving her a discount of $75.  On the signed estimate, it states "Packing of fragile items - not included" (Please see attachment #5).
  There was a surcharge of $75 for fuel, which was on the original estimate that ****************** signed on 11/21/2022 (please see attachment #6).  This was not an additional charge that she was not advised of. 
  As you can clearly see, there was absolutely no intention to mislead ****************** on any aspect of her move.  Every aspect was clearly documented and discussed with her in writing.  I am very sorry and disappointed to hear that she feels that she was mislead.  We even gave her a discount on the wrapping, for which we normally charge more for based on the nature of the fragility of her items.  Our goal at King ********************** & Delivery is customer satisfaction and safe ********************** of all of our customers belongings.  
  I am asking that you close this case in my favor. I would also ask that the derogitory and untrue review that ****************** left on Groupon be removed.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18460379
  
  I am rejecting this response because: they did not specify that no matter what they have to wrap all the furniture never they told me we need to wrap all the furniture and that will take the 2 hours paid also when spoke to the Owner he said you either pay for the wrapping or get a family member to move you thats mislead his secretary never mention there is a obligated wrapping that needs to be paid xtra voucher clearly adds that moving pads and trolleys are included no were  said we are charging xtra for wrapping even thou I wrapped everything so well that they ran out of pads and they took the furniture with my wrapping also his secretary was advised I had a few glass furniture she did not mention any wrapping fee also they charge for the xtra time that they took since they spend the 2 hours wrapping  just not fair Im a single mom with 3 kids work my a lot for my money this people are misleading customers they shut specify all the xtra coming with the $199 Groupon very bad service .

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/12/2022

  As previously stated in my response, as per all correspondence and supporting documentation provided, the three hours of services covers 2 hours of moving services and 1 hour of travel time.  This is documented in the Groupon and in the estimate that the customer signed, as sent with my first response.  It was also discussed in detail with the customer and the representative from my company, prior to ******************' move, both verbally and in text.  

  As ****************** is not a professional mover, she is not equipped to estimate how long a move is going to take.

  Again, I would like to discuss the wrapping of her glass furniture.  Taking shrink wrap, which is like a thick saran wrap, to wrap solid glass and mirrored furniture is insufficient wrapping.  My company is responsible for the safe delivery of ******************' furniture from her origination location to her new destination location.  Wrapped only in shrink wrap, it would not arrive safely and I will never move glass or mirrored furniture like that without wrapping it properly.  Wrapping such furniture includes cardboard, padding, blankets, etc. In the documentation previously provided, it explains the wrapping of fine furniture.  King ********************** and Delivery is responsible for the wrapping of fine furniture if it is not wrapped appropriately, and this wrapping comes with a charge.  We are ultimately responsible if any furniture is damaged; therefore we cannot risk moving items that are not wrapped properly.

  Again, the $75 fuel charge was written in the estimate that ****************** signed the day before her move, as well as the cost of any additional time.  It was not a surprise charge.

  There was nothing misleading about her move.  Every charge was discussed with her before her move, both verbally and in writing.  Everything that was in writing was confirmed by ****************** and signed for electronically by her.  This includes the cancellation policy.

  I understand that ****************** is a single mother, and we actually gave her an extra 30 minutes of labor without charging her.  In addition, we discounted the wrapping from $175 to $100, when she talked to the owner on the phone.  So, in combination, we already gave her a $125 discount on her move.  As hard as she works for her money, so do the movers and everyone in my company.  An excellent service was provided to ****************** at a fair price, which no hidden fees existed as she claims.

  The negative review that ****************** left on Groupon is extremely prejudice and unfair.  

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18460379
  
  I am rejecting this response because:
  They did not give me anything for free I paid a total of $575 total only because they decided that if I dont pay for the rewrapping they were not do the move, on the voucher does not specify that in order for they to do the moving they have to wrap the items and that there is a charge for that nor it specify that that 2 hrs paid on the voucher is the hours taken to wrap all the furniture thats why I ended it up paying for wrapping and xtra hour never told to me thats definitely it is misleading . Thanks 

  Sincerely,
  
  *****************************