ComplaintsforCross Town Movers, Inc.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/2/21 I hired this moving company to help me move into my brand new home. I had some problems with closing and funding, so asked if I could adjust the time. They were accommodating in that aspect. I was called at 12:30 to let me know they were on their way to the first location. They did not arrive until 2:00pm. I got several complaints from a person who was at this location that they appeared to be moving very slow. I only wanted them to 3 hours and the main focus to be on furniture. But also had booked them for 4 hours. They also had come to the first house with not the proper tools to take apart a bed. So someone had to come out and bring them tools. In 4 hours, they were only able to complete just taking furnture out of the house. I had talked to the owner **** several times during the day due to these complaints. I had asked for them to put together the beds specifically due to being a single parent. Came home and it wasn't. Then also came home to a damaged dresser with chunks of wood missing, missing rubber pieces to coffee table, and missing screws for the bed. Once confronted ****, she got extremely rude about the situation. I told her I would be filing a bad review and then refused to come out and fix the damaged property. I paid $707 for all of this. Because I told her I would be writing a bad review, refusing to come out and fix what they damaged is unacceptable.

  Business response

  11/04/2021

  To clarify, we never said we would not repair your damages.  In fact, when we spoke yesterday we were trying to get the repair set up with you by scheduling a furniture medic.  Instead of working with us to set it up and to provide the necessary information, you threatened not only to post bad reviews but litigation! 

  A few other points of clarification:  I am honestly so surprised that you are unhappy when we went out of our way to accommodate you and the issue you were having.  You were originally scheduled at 8:30 in the morning and you called frantic because your house closing was not going to happen by that time and you were going to have to cancel your morning job and lose your deposit.  We were 100% booked up and had no other appointment times available.  Because you were facing such a dilemma and were so desperate to get your things moved, we told you we would see what we could do to help you.  We went out of our way to call multiple other customers to see if anyone was willing to switch their appointed time to accommodate you.  Another customer graciously agreed to help you out and switch their time.  When we informed you that we had been able to switch you to the afternoon AND that we would not charge you the change fee, you were told that your time was limited since we would be starting late in the day.  We also informed you that if we did not have enough time available, we would not be able to reassemble some furniture and perhaps some boxes would need to be left in the garage.

  
  As far as the other information you presented, it is not correct.  Our crew did show up with tools but because your bed needed a special sized wrench, we had an office manager bring it to the crew at no charge to you and while the crew was waiting for it they continued working, loading other things onto the truck.

  You stated that in 4 hours we only able to complete taking furniture out of the house.  This is incorrect.  In those four hours we took the items from the house, loaded them into our truck, drove the truck to the new location, and unloaded it into your new house.

  
  We were NOT late.  Your job was scheduled to start between 1:00 and 2:00.  This one hour arrival window time was both emailed and texted to you. Our crew arrived at 1:55 after informing you at 12:30 that they were coming from the other side of ******** and would be stopping for lunch along the way.  You are not charged for that time nor for the lunch break.  We start your time when they arrive at your house.

  
  The crew was not standing around doing nothing.  From both yours and your mothers admission they were drenched in sweat, so they were working hard.

  
  To reiterate, despite our best efforts to get a repair set up, you instead chose to threaten us with not only posting bad reviews but with threatening to *** us!

  Customer response

  11/04/2021

   
  Complaint: 16088963
  
  I am rejecting this response because:they are lying about everything. I was never even at any location to see any sweat come from the men. And if my mom thought this also, she wouldnt have also written a bad review. Plus another neutral party was at the second location and said they were so slow and had to tell one guy to have respect for a new house because of being careless. You did say youd come out and fix the damage until I said i would write a bad review. Once i said that, she told me they would no longer come out. Once that was said, i told them that if they didnt fix the damage, i would then *** them. Not acceptable as a business owner to lie and not fix the problem. And hanging up on clients is unacceptable. And instead of contacting the customer who actually paid the ****, she proceeded to text my mother. 
  
  Sincerely,
  
  *********************

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