Complaintsfor24/7 Moving & Delivery

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This "2BR Move" was quoted as a 5 hour move, but they milked it to more than 8 hours. They literally broke my vintage (****s) solid teak dining table in half, and two of the table legs underneath. Then they excused the negligence by telling me that they "just decided the disassemble it," without asking or consulting me. I would have never allowed it, this was not furniture from IKEA! My table is ruined and they want me to be fine with it. ******, the owner of 24/7 Moving, justifies his movers disassembling my table due to my storage unit only being a 10x10, but they disassembled it before they ever arrived to the storage facility. My storage unit was NOT a 10x10, it was a 10x15 (recommended size for a 2BR). My table was in one piece when 24/7 arrived for the move, and is now in at least 5 pieces, but ****** continues to define it as disassembled when 2 of the 4 legs are broken off, and one missing. The bolts and the screws were discarded and left loose sitting on the cement floor. When I went back to my unit on Saturday I found 2 more parts that belong to my table, but 24/7 is refusing to acknowledge the damage, or fixing it. There was so much negligence that occurred during my move, the way 24/7 handled my items (specifically ******), I am worried about how much damage I will find when I move out. In the beginning I requested that they pack my unit with the large items in the back, but they chose to ignore me. When I came back to lock-up my storage unit and tried to lift the gate, it was stuck on my dining table. The had the mattresses and table up front, preventing me from seeing what was behind it. ****** and one the movers did come back to re-arrange my unit, but only enough so that I could freely move the gate up and down. Also, the last thing I handed to ****** was my winter coats to put in the garage (not the truck), and I haven't seen them since, and he will not tell me what he did with them I had no other option but to file a police report for theft.

  Customer response

  11/30/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  24/7 Moving's owner, ******, continues to lie, and all of the documents I have provided back up my claims. I was overcharged by several hours, 4 more hours than originally quoted. I had to leave to take my items to my new place, where I was late to meet the people who would be helping me there. One of the movers (*****) allowed me to leave only after he handed me their invoice. On my way to my new place, the owner (******) called me a demanded that I go back to the unit. At that point he agreed that he would charge me for 6 hours instead of the 8 that was on the invoice, because they were clearly milking the hours charged. As for the gorilla glue, the 3" legs were added in 2017 to add height to my table. The glue was only use as additional support along with nails and screws. I paid them to do their job, to wrap, protect and secure my items. None of my mirrors were wrapped, nor was my picture frames, excepted for the ones I boxed myself.
  
  Also, the only things I was still packing when they arrived were the things I was taking with me to my new place or was going to the garage.
  
  
  Submitted to ******, Owner of 24/7 Moving on. 11/12/2021:
  
  "My storage was a 10'x15' as was recommended for a 2BR Apartment, and I didn't even move the whole apartment (No *************** or any other large appliances, and I had less furniture and other items than I had the first the moved). I was still packing some of my clothes that was not going into the truck or storage, but they milked a 5 hour move into 9 hours, and charged me for the lunch they took. And they were missing in action and not answering their phones for over an hour. They were taking so long to move things into my 10'x15" storage unit I missed the 3 hour window for the help needed to move my belongings from me car to move into my temporary location. I waited as long as I could but I had to leave before it was dark outside and move the items in my car by myself.
  
  Two of the three movers **************** were lazy and did not want to work, nor take directions from me of the third mover who seemed be more experienced. I had to do so much work myself during the move I was left with at least 10 bruises just on my legs and thighs. I am a 60 year old woman, and I was taking items downstairs with them, I had to beg for them to take the heavier items. ************** had a bad attitude from the start and they refuse to take everything I needed them to take out of the apartment, and when I turned I had to pay some day-laborer's to finish removing my things. Even when I put my Winter Coats and Jackets directly into ******** hands, he tried to ignore me and my request, when I asked him to just take it to the garage. They ALL knew that everything going down to the garage would NOT be going to the storage unit.
  
  I hired them the first time in August of 2020 because the had a 5-Star review, and the were location from my hometown in ********. They literally broke two my red leather armchairs and my ******************* and one whole box was never recovered. I patiently worked with them, and ultimately the fixed all of these major items. They even took my chairs back to the warehouse and returned them about 2 -3 weeks later. Though I wasn't not happy the move over-all, I was grateful that they took the time at least fix what they broke, and I decided to NOT write a negative review. I didn't even tell my friends what happened, and I referred 24/7 a large $5000+ job last summer. So I decided to call hire 24/7 again. The first move took 7 hours, and I was told at the end that it should have only taken 5 hours but it was my fault because I use large boxes and I scheduled a team on the 2nd shift. So this time I purchase Medium size boxes and I made sure I had movers on their 1st shift. They arrived on time at 8:15AM and milked my move until almost 8:00PM, but somehow is my fault.
  
  As for my dining table, it was broken and dismantled before they ever arrived at the storage unit and saw what the size was. They dismantled to had the damages. I was not consulted nor did they ask my permission or even make me aware of what they did. I did not discover it until the end when I went back to the unit to inspect and lock it up.
  
  1.) I want my dining table reassembled, I did Not ask you to disassemble it, you did not disassemble it during my first move, nor has any other mover in the past. Your men discarded the screws and they were just laying lose on the floor. I have no way of knowing if all the screws are even there.
  
  2.) Your men confessed the there were open spaces in the back of my 10'x15' storage unit and I want my unit re-packed professionally as promised, which is what I paid for.
  
  3.) After researching out to ****** to ask want he did with my winter coats and jackets, he sent me a message that he did not know where they were. So what am I supposed to do with that.
  Bottomline: I want my winter coats and jackets that I placed in ******** hands. And saying the I will file a police report was Not a threat.
  
  As for a DISCOUNT?!!
  You did give me a discount... You adjusted their "milked" hours from 8 hours to 6 hours, which should have been done in 5 hours."
  
  See Attachment/File: Unwrapped Mirrors Picture Frames

  

  Business response

  11/30/2021

  This is our second move with you, and as before, you were not pleased with our service. However, in this case there were significant factors that slowed down your move. Firstly, you were still packing when we arrived (some items just in plastic bags), which slows down the process for loading the truck. In addition, the storage unit you rented was very small compared to the amount of items you had us transport. This required us to be more conscious of space so that we can be sure to maximize the use of the storage unit. In regards to your damage claim, as we mentioned previously to you, your table is not damaged. As we already explained to you before, we had to disassemble the top from the bottom simply because you wanted to have all your belongings in the storage unit and there was no other way to make all your items fit inside that unit. Disassembly is not damaged and the table can be reassembled at any time (all the screws for your table are attached to the top and label. We can not be responsible for the pieces that you already glue to the table with gorilla glue and came off again since that is just an incorrect repair done by someone else previous to our arrival. This was done as a space saving measure because the storage unit you rented from the storage facility was too small. As well, you left before the move was completed and did not give us any way to lock the storage unit or any means for payment for the services. After our movers left, the owner of 247 Moving personally went back at 5:30pm (after hours) to help close the storage unit for you because you could not get it closed on your own. Likewise the owner and an employee stayed for an additional 1.5 hours at no additional cost to help you rearrange your storage unit. Unfortunately, they ran into the same issue as the original crew. The storage unit you rented was far too small for the amount of items you wanted to store inside. After waiting for an additional 45 minutes for you to come back to inspect the storage unit and after only paying 75% of the total cost of your move, it was then that you decided that you wanted your Peloton bike loaded into your car. After additional time spent, rearranging, loading the Peloton into your car, and then rearranging the storage unit again, there still was not enough space to assemble your table to store it inside the unit. The owner and the employee stayed until 8pm to try and make you happy with the service at no additional cost to you. It is always our intention to have every customer satisfied with the ******************** we provide. However, in this instance, the size of the storage unit that you rented from the storage facility was far too small for all of the items you wanted us to transport and it is our belief that we did the best we could with the difficulties presented to us. Once again we will like to mention to you that everything that you move for you is inside your storage unit. NO our employees will NOT take your winter jacket. No, we will not provide any additional services for free. We already gave you over $700.00 worth of free services.

  

  Business response

  12/01/2021

  I will like to close this case asap.
  
  What is the monetary compensation that she is looking for?

  Customer response

  12/07/2021

  Complaint: 16326153
  

  
  I am rejecting this response because:

  
  BBB Case No. 27858939: I have been trying to 24/7 Moving's BBB responsense since yesterday, but your website is not allowing me to.
  
  

  24/7 Moving: "I will like to close this case asap. What is the monetary compensation that she is looking for?
  
  
  24/7 Moving & Delivery's latest response stated:
  "I will like to close this case asap. What is the monetary compensation that she is looking for?
  
  
  My Response:
  I'm asking for a billing adjustment, meaning a total refund of $1,234.00.
  
  
  I am having to go re-hire more help to go in and re-organize my storage unit as I originally requested, hopefully find my (5) winter coats and jackets, and have my table repaired and any other damages I might find once I go in. 
  
  
  If we can't agree on this, my next step is it take this to small claims court, where I will be compensated for much more.
  
  
  
  Sincerely, 
  *******************************
  ************ (c)

  

  Business response

  01/05/2022

  This is our second move with you, and as before, you were not pleased with our service. However, in this case there were significant factors that slowed down your move. Firstly, you were still packing when we arrived (some items just in plastic bags), which slows down the process for loading the truck. In addition, the storage unit you rented was very small compared to the amount of items you had us transport. This required us to be more conscious of space so that we can be sure to maximize the use of the storage unit. In regards to your damage claim, as we mentioned previously to you, your table is not damaged. As we already explained to you before, we had to disassemble the top from the bottom simply because you wanted to have all your belongings in a 10 x 15 storage unit and there was no other way to make all your items fit inside that unit. Disassembly is not damaged and the table can be reassembled at any time. (The screws are taped to the top of the table and labelled, as well we can not be responsible for the legs of the table coming off since you already glue them together with gorilla glue before we did your move) This was done as a space saving measure because the storage unit you rented from the storage facility was too small. As well, you left before the move was completed and did not give us any way to locate the specific storage unit or any means for payment for the services. After our movers left, the owner of 247 Moving personally went back at 5:30pm (after hours) to help close the storage unit for you because you could not get it closed on your own. Likewise the owner and an employee stayed for an additional 1.5 hours at no additional cost to help you rearrange your storage unit. Unfortunately, they ran into the same issue as the original crew. The storage unit you rented was far too small for the amount of items you wanted to store inside. After waiting for an additional 45 minutes for you to come back to inspect the storage unit and after only paying 75% of the total cost of your move, it was then that you decided that you wanted your Peloton bike loaded into your car. After additional time spent,rearranging, loading the Peloton into your car, and then rearranging the storage unit again, there still was not enough space to assemble your table to store it inside the unit. The owner and the employee stayed until 8pm to try and make you happy with the service at no additional cost to you. It is always our intention to have every customer satisfied with the ******************** we provide. However,in this instance, the size of the storage unit that you rented from the storage facility was far too small for all of the items you wanted us to transport and it is our belief that we did the best we could with the difficulties presented to us.

  Update: We offer ******************** $400.00 so she can hire a different moving company to look and reorganize her storage since we will not be able to work again for her. Unfortunately she just want a free move and we do not agree with that.

  Please keep in mind we already gave almost $700.00 worth of free services.

  Her last email said we will get a small claim court notification and we are still waiting for the paperwork to go to court to defend our self.
  

   

   

   

  Customer response

  01/05/2022

  Complaint: 16326153
  
  24/7 Moving has finally admitted that my storage is a 10'x15' (as recommended by CubeSmart), and not a 10'x10.'
  But *** continues to lie about the specific details of my move, including the fact that my dining table was damaged.

  The 3 inch legs on the table were added to the table several years ago to give the table more height. In my first move with 24/7 Moving, the added legs survived and there was No Need to disable my antique dining table. Disassembling would have not created any more space in my storage unit than keeping it in one piece, no more than my coffee table, desks, and sofa tables. In addition, the movers should have consulted me first, but the chose not to as well as ignoring most of my directions during my entire moving process.

  I will be moving my items out this weekend, and will soon discover if there is more damage hidden inside.

   

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

  

  Business response

  02/10/2022

  We are aware of ******************** complain regarding her move done on 11/01/2021. unfortunately we can not accept her terms and we are still waiting for the ****** county court to serve us with a court day. Actually I went today to the court to inquire about this and the clerk informed me that ******************** has NOT fill out anything with them.

  Until we can go to court and show the judge the contract that she signed with us for her move, We have no way to resolve this issue.
  

  Customer response

  02/10/2022

  Complaint: 16326153
  
  I am rejecting this response because:
  My small claims is still in process and 24/7 will be served in the very near future.
  I have since moved my items out of my storage unit (1/14/2022) and I am including the additional damages found during the move, where I document the move with both photos and video recordings.
  
  
  Please see pdf of images attached.
  
  Sincerely,
  
  *******************************

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