ComplaintsforMove For Less, LLC

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ALL DETAILS ARE CONTAINED IN THE ATTACHED COMPLAINT... THE WAIVED TRAVEL TIME FEE OF $360.00 WE WANT REFUNDED, ALONG WITH THE DEPOSIT WE PROVIDED - THAT HAD NOTHING TO DO WITH HOURS SPENT ON THE JOB & WAS NOT TOLD IT WAS NON-REFUNDABLE... THE MANGER HAS BI-POLARITY ISSUES AND LIES TO A FAULT TO COVER HIS OVERSTATEMENTS. MORE PICTURES OF DAMAGE AND RECORDED CONVERSATIONS ARE AVAILABLE. WE MADE THE FOOLISH MISTAKE OF TIPPING THESE EMPLOYEES A TOTAL OF $300.00 - WE HAVE FILED AN IDENTICAL COMPLAINT WITH PUCO IN COLUMBUS OHIO & SUMMIT COUNTY BBB

  

  Business response

  04/13/2022

  Response for BBB for *** ******

  
  *** ****** initially contacted Move 4 Less to obtain a quote to move his belongings from out of state to his new home in Hudson.  He also had two storage units in Aurora that he wanted moved to his Hudson residence.  While we were unable to perform the out-of-town portion of his move, we did book *** ****** for March 24th and 31st to unload his two storage units.  On March 23rd while confirming his jobs *** ****** informed our salesperson that neither of his storage units had been packed properly by the movers he hired (not Move 4 Less).  He warned our salesperson that there would be damages to some of items in addition to potential mold issues. 
  On March 24th our crew arrived at the first storage unit and completed *** ******’s job as requested.  *** ****** was extremely pleased with his crew that day. So much so that he called the office and requested the exact same crew be sent for his second job.  Contract is attached for your review.  There are no damages noted on this contract.

  
  On March 31st *** ****** called to reschedule his move because it was raining, and he did not want his items moved in the rain.  We made the necessary adjustments and moved *** ****** to April 1st.  We told him that he would not be the first move of the day and that his arrival time would be between 1-3pm but would be contingent upon the morning moves going smoothly.  He agreed.  Shortly after that phone call, *** ****** called the office demanding that we send movers right now as the rain had let up and he would like to proceed with his scheduled time.  *** ****** was informed that we would try to send the movers AFTER they finished the current job they were performing but could make no guarantees as we had already shifted our day around to accommodate his last-minute change.  In addition to moving other customers to accommodate *** ******’s last-minute change, we also had to send two crew members home as we had too many crew members booked for the day.  If you recall he requested a specific crew, which was booked for him exclusively.  After several not so pleasant conversations we confirmed with *** ****** that unfortunately we would not be able to put him back on the schedule for March 31st and that we would be sending a crew out on April 1st between 1-3pm.  We again reiterated that the time might be off based on the morning moves and that he would be called prior to the mover’s arrival.  The customer was also made aware that he might not have his original crew but we would do our best to accommodate his request. 

  
  On Friday, April 1st at 2 pm the customer was notified via text that the movers were not going to arrive within the 1-3pm window due to delays with their morning jobs.  Customer was alerted that the lead mover would contact him with an ETA soon.  The customer left several messages as well as spoke with staff members telling them how unprofessional this was and how he had been waiting at the storage unit since 1pm.  This detail is a bit odd as it was clearly stated that his arrival window was between 1-3pm with a contingency.  At one point the lead mover reached out to the customer to say that he was in enroute, but the customer told him not to come as he had already left the storage unit.  *** ******’s salesperson reached out to him to reschedule his move for Monday, April 4th with an 8:30 – 9:30am arrival window.  The customer was very demeaning to his salesperson and took absolutely no responsibility for his role in the rescheduling of this job.  She tried to explain to him that he cancelled on Thursday, March 31st which was his scheduled time and that we were working him into the schedule on Friday, April 1st on short notice. 

  
  On April 4th the crew arrived as scheduled, performed the scope of duties necessary and we were under the assumption that *** ****** was satisfied with the services provided as he tipped the crew generously.  Contract is attached for your review.  There are no damages noted on this contract.

  On April 6th *** ******’s verbal and written attacks began and have escalated to him providing false details in his recap of the situation, using derogatory terms about our employees and business, threatening our staff, accusing our crew members of theft, and harassing our crew members via text.  At no point did anyone on our staff/crew offer to waive the travel fee/deposit.  If you review the signed contract, you will see that the travel fee/deposit are clearly stated.  In addition, the contract is signed that there are no damages.  Throughout the day *** ****** was texting and calling our movers nonstop.  So much so that multiple movers sent him a text asking him to refrain from using their personal cell phones and to call the office to resolve his issues.  During one of those conversations *** ****** informed one of our movers (with a witness present) that the bed posts that he claims are missing were in his possession but that he still wanted his travel fee/deposit refunded.  The mover again told him to call the office to deal with that matter and to refrain from using his personal cell phone.

  
  Our goal is to provide excellent customer service to ease the frustrations of moving.  In some cases, we fall short of that.  When that happens, we try to resolve those issues as amicably as possible.  In this case, we do not feel that Move 4 Less owes the customer a refund of the contracted fees and we will not honor damages as the customer is on record that his items were damaged prior to us moving them.  Additionally, the customer’s signed contract indicating that Move 4 Less performed no damages on either day is attached.

  
  Thank you in advance for your attention to this matter.

  Customer response

  04/14/2022

   COMPLAINT #********

  WITH A SCHEDULED MOVE FOR APRIL 1ST BETWEEN 1 -3 PM I ARRIVED AT 1:15PM AND RECEIVED TEXTS AN CALLS FROM MOVE FOR LESS, IN THE HOURS THAT FOLLOWED INDICATING FIRST THEY WERE RUNNING BEHIND SCHEDULE, BUT WOULD BE THERE BY 3:00 PM NO ONE SHOWED UP AND THE PROMISES CONTINUED OF DRIVERS SHOWING UP. 

  I WAS SITTING IN THE FRONT PARKING LOT, THE MANAGER OF SITE KNEW I WAS WAITING FOR MOVE FOR LESS. AT 4:15 THE MANAGER SAID SHE WAS LEAVING & BY THIS TIME I COULD NOT GET ANYONE ON THE LINE FROM MOVE FOR LESS...I SPOKE TO JEROME FROM MOVE FOR LESS AND ASKED WHAT WAS GOING ON FOR THIS INEXCUSABLE SERIES OF LIES & EXCUSES THAT LEFT ME SITTING FOR OVER 3 HOURS.HE APOLOGIZED PROFUSELY - AGAIN AND SAID HE WOULD WAIVE THE TRAVEL TIME WHEN RESCHEDULED AND WOULD HAVE A WOMAN NAMED ASHANTI CONTACT ME.

  I LEFT THE FRONT PARKING LOT TO GO HOME. A VERY COLD AND WET DAY, SITTING WAITING AND BEING PROMISED A TRUCK WITH 4 MEN FOR OVER 3 HOURS 

  AT 5:00 I FIELDED A CALL FROM ASHANTI - FIRST SHE CLAIMED 2 DRIVERS HAD COME TO THE STORAGE FACILITY, ABD COULD NOT FIND ANYONE. I TOLD THAT WAS COMPLETELY UNTRUE & STATED I WAS IN THE FRONT PARKING LOT FRONT & CENTER. THIS FURTHER LIE FOSTERED BY HER BOSS JEROME TO DIMINISH THEIR RESPONSIBILITY, COMPLETELY UNHINGED ME AFTER WAITING FOR SO MANY HOURS.

  WHEN THE JOB WAS COMPLETE, I TOLD THE LEAD DRIVER OF THE FEE WAIVER FOR THE 2 HOUR FEE, JEROME HAD EXTENDED - HE CLAIMED NO KNOWLEDGE. I WANTED THESE MEN OUT OF OUR HOME FAST... THIER PROFESSIONALISM WAS HOLLOW WORDS, 2 OF THE DRIVERS WERE SMOKING MARIJUANA ON THE JOB, ONE OF THEM FELL OF THE TRUCK DURING THE UNLOAD... IF THEY HAD HONORED THE WAIVER DUE TO THE HORRIFIC INCONVENIENCE I WOULD NOT HAVE FILED WITH THE BBB, P U C O & YELP 

  THESE MOVERS TALK A PROFESSIONAL GAME BUT DO NOT DELIVER. FURTHERMORE BACK PEDDLE WITH EXCUSES/LIES TO COVER. BY FAR THE WORST MOVING EXPERIENCE WE HAVE EVER HAD IN OVER 25 YEARS... AT 73 YEARS OF AGE, A DOZEN MOVES.

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