ComplaintsforIn and Out Movers and Relocation LLC

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We secure the service of this moving company to help with a move from parkville to Fells point. The owner quoted us a price of $944.12 for the entire move. we agreed on the price and he requested a $450 deposit to get started. The next day they arrived and loaded everything up on the truck. we arrived at the destination and found out the loading dock was close until the following the day. Contacted the mover office to verbalize the issue and he said there would be an extra $200 holding charge overnight. i agreed. around 9pm that night, my bank alerted me of a transaction of $918.50 on my account. This company, charged my account without my permission and no heads up at all. I assumed it was an accident since that's not right and probably illegal, I called the following morning to discuss why the total was so much after paying my downpayment and why they run peoples cards without their knowledge. the receptionist said that's their policy to protect themselves. The following day, the men return to drop off the items and their was another company finishing up with the loading dock, IN and OUT once again attempted to charge my card $1195 without my knowledge for the extra wait and when my bank denied the charge due to insufficient funds, they refused to give me my property. They physically withhold my personal property until i provided another card. To subside their aggression, i decided to pay the extortion fee to get my items back and go about this through the courts. The total paid now is $2,563.50 for a 14 mile move. during the move their guys broke my tv and we had a dispute about that. The manager request to see the receipt, thankfully i had it in my email, i sent it to him and he said they can repay me $250, i told him i would not be accepting that since that's less than 1/4 of the cost. He's cease all communication since then. This is the first i've ever interacted with a company with this level of gross negligence and predatory behaviour.

  Business response

  03/10/2023

  The customer was quoted for the job based on the information provided.  It is standard practice, and written on all estimates, that the actual charges will be based on the time worked.  In and Out works on a minimum of 4 hours which includes 3 hour of work time and 1 hour travel time to the job and back to the office. If the job takes longer than that, it is then charged at the hourly rate quoted.  There is an additional fuel charge as well.  This is made clear when any job is booked, and stated clearly on the estimate
  
  On 2/1/2023 the customer was quoted, based on the information provided by the customer, that we anticipated the job would require 3 movers for the 4 hour minimum at $199.00.  This is merely an estimate and final charges are based on actual working hours.
  
  On 2/2/2023 the movers arrived and did the work as stated and then drove over to the drop off/unloading location.  When they arrived there, it was discovered that the customer had not secured the loading dock and the movers were unable to unload the truck.  The loading and drive to the location took 5 hours so after the 3 hours of work that in the minimum charge, it became a per hour charge of $199.00 for a total of $1368.50 (5 hours work $199.00ph, 1 hour travel $199.00, $75 fuel charge)
  
   The customer called In and Out Headquarters and spoke to the General Manager and the GM explained that it would be an additional $200 charge for storage overnight and that the delivery would now become a second charge that would fall under the company's 4 hour minimum policy.  They agreed on an additional price of $1125.00 ($200 storage fee, $925 for delivery and unloading).  
  
  At that point, the work of the first day had been complete and the parties had agreed to the set amount of $1125.00 for the following day so the GM closed out the invoice of the first day and charged the remaining $918.50 for the job.
  
  On 2/4/23 the movers drove out to the location as agreed.  Approximately an hour after they left the facility, we received a call from a representative of the customer who explained that she is authorized to speak on his behalf as he had to be at work that day.  She explained that another moving company was using the loading dock and it would be an approximate 2 hour wait and inquired if the 2 hours of waiting would be included in the 4 hour minimum of the day.  She was assured it would be.
  
  The movers got use of the loading dock and unloaded the majority of the cargo.  As is industry standard when there is a set price for a job, the Forman on the job called the office when there was approximately 30 minutes of work remaining to charge the remaining balance of the job, in this case $1195.  The charge did not go through due to insufficient funds. In situations like this, it is industry standard to ensure that the customer can pay for the job prior to completion and that was explained to the representative of the customer.  There are many expenses in this type of move, the most important one being payment to the movers who worked hard to get the job done.  We needed to ensure that payment would be made.  After much back and forth, and explaining this 3-4 times, the representative of the customer agreed and made payment.
  
  The jobs were considered closed on 2/2 and 2/3.
  
  One week later on Friday 2/10 we received a call from the customer claiming that the movers had broken a TV.  We inquired as to why this was just noticed a week after the move and were giving no answer.  The customer was told that the GM was not in the office and this would need to be resolved next week.  The customer was very rude and disrespectful and finally agreed to call back the following week.
  

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The business is completely fabricating the sequence of events and what actually happened. The GM secure a quote with me via phone and requested the payment at that point. there was no invoice that was given to us until AFTER the fact and that practice would continue. In and Out repeatedly charge my card without permission. They also DID NOT state that they would charge for a whole new day of work for the items that was already in their trucks, we agreed on a overnight fee of $200 and that was it. we absolutely would never work with them again or given more money if they said it was a new workload. so that's another fabrication on their part. The broken tv was discovered THREE days later after the house was set up and settled in. we went to plug it in and found out it doesn't work anymore. Contacted the company and they stated that the person that deals with those issues was away on vacation for a week and nothing can be done until then. We've been so nice to these people even through the face of bad and illegal practices so the fact that they try to accuse us of being rude is quite comical. Unbelieve business practices. i don't know why i'm surprised that a business that's essentially steals from its customer is also lying about its customers. 
  
  Regards,
  
  *************************

  Business response

  04/11/2023

  The details that we presented are the course of events as they happened.  The customer has put in a dispute for ALL charges related to the move so is basically requesting to have been moved for free.  We have presented all of the supporting documentation.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired In & Out  Movers to move to a condominium located on the 12th floor our **********************************. The building required we reserve an elevator in advance and the company provide a certificate of insurance prior to the move, which they did. On the day of the move the elevator was damaged when a button on the control panel was apparently broken, as well as an issue with the door.The management had to call for an emergency repair while the moving crew waited in their truck. After more than 2-hours, the elevator was repaired, costing $742.68. The building contacted In and Out Movers and provided the details, but In and Out never reimbursed the building for the damages. I contacted Igal, the owner of the company and after what seemed like a pleasant conversation he asked that I provide him with a copy of the repair bill. I thought that would resolve the issue, but unfortunately In and Out Movers never complied. When I followed up with Igal, he cast doubt that his crew had damaged the elevator, and that someone else may have caused the damage. I informed him that to my knowledge his crew was the only crew using the elevator that day for the move. The building has provided me the reservation listing for the elevator for November 28th, we were the only ones to reserve the elevator. After waiting an appropriate amount of time, I contacted Igal again by email , he requested another copy of the bill. I provided a 2nd copy, still no payment. After waiting an appropriate amount of time for a second time, I sent Igal another email, and requested the bill be paid by the close of business March 25th. No payment. After an exchange of text messages Igal said he would take care of it that day. Still no check. I strongly believe that In and Out is responsible for the damage. The sad part is, the crew did a great job, this was an accident, it happens, but In and Out should stand behind its work.

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