ComplaintsforAlexander Moving Company

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contacted them for a quote on moving services from Willoughby to Painesville but instead of emailing me a quote they just insisted on calling me to give me a quote I do not want to be called I simply want emailed as that would be better communication for me. They then proceeded to ghost my emails I sent to [email protected] which resulted in me telling them to give me a quote via email or I won’t use their services and tell everyone I know to avoid using their company since their business practices is wrong.

  

  Business response

  07/07/2022

  Not sure who this person is, as it does not even seem to be a real person or complaint.   I am unsure as to who acts this way, but there he is.

   

  If you submit a request for quote, then I would suggest not putting a phone number in for a call back.  There is no way of us submitting a quote to someone who provides no information nor wants a phone call.  

  And we do not have enough time to "ghost" anyone, whatever that is that he is accusing us of.  One phone call being returned to someone who has contacted us first and left a phone number in the request is far from harassment.

  I have a solution to this - don't contact us any more. And may I suggest to this person who goes by the "Stampy Minecraftman" contact that I will not stand for him making any  slanderous comments about us or our company, as it would be offensive to us and I will contact authorities if he continues to do so. I have saved the two emails from this correspondent (for a lack of a better word) so I could have the nastiness of his email reserved for the police, should we need to contact.

  If Stampy Minecraftman would like to come to my office to discuss this, I am here Monday through Friday 9am to 5:30 pm and on Saturdays until noon.  Don't be afraid of us as you were of that phone call.  

   

   

   

  Customer response

  07/07/2022

  I reject the response because whoever responded is mistreating me in the first sentence which should not have been send. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recevied an estimate for moving from Alexander Moving Co. with a range of $1520 to $1710 for a move from ***** ******** ** *** **** ******* both in Chardon. This was to include 8-9 hours and 3 men. They started on time, but with 2 guys. Half-way through the day, 2 other men joined. I was charged $2375.75 on the final bill on 3/1/22, plus the deposit of $190. made on 2/19/22 for a total of $2565.75. The final bill was $855.75 to $1045.75 over the estimate. I contacted the company and expressesed that there crew was very careful with my furniture and did not damange anything, however, they were very conversational with each other and moved at a leasurely pace from the moment the first two arrived at 9:30 a.m. I questioned how the final bill could be so much higher than the estimate when I ended up moving less than the list I had given them. I did not move a queen poster bed, queen mattress, armoire, two night stands, and ping pong table that were originally marked to go. They argued that the crew said they had to help pack. I told them my son and I packed some miscellaneous small items throughout the day... they were at the first location packing and loading until about 3, so we had plenty of time to do this. The crew moved these boxes as they were packed (included in my approximate box count). They did wrap a tv, wrap the mattress, (both included in orginal list) and 1 guy picked up a few items I had in a pile in the living room and put them in a nearby box. My son put all the miscalleneous loose items in his or my vehicle. They also argued that the crew said they had to removed curtains. They did but this took about 5 minutes each. They took 2 sets of curtain off of the decorative rods - the hardware remained attached to walls. This "extra" certainly did not equate to the entire queen bedroom set and ping pong table that were orignally going to be moved. They defended their crew and dismissed my observations about their pace. Move took 8 hours

  

  Business response

  05/28/2022

  
  Response from Alexander Moving Co
  
  A response was made via email to BBB on May 20, 2022 . I'm unsure where the other submission that I started went. But I  am glad to respond again.  
  
  
  We provide our estimates by the information provided by the client. 
  A crew member was ill that morning and so at first, only two men were available to go out at first, followed by another two men after they completed the other morning move, arriving at 11:15am.   
  When the crews arrived, the house was  still requiring packing. 
  When this happened we stepped in and began to pack along with Shipper. The crew even took down drapes, which is NOT something we were contracted to do, a job that takes more than"only 5 minutes". 
  You DO NOT get to say how "fast" someone walks! It took longer than anticipated because she had more than anticipated (information provided by her) as well as not being ready. Sometimes, there is more to disassemble.  Sometimes, the men are asked to move it around.  There are many things that can add time to a bill, but it wasn't my men walking "leisurely" as she stated.    
  She ended up using both trucks.  We even had to take a bed frame and mattresses back to our warehouse to store for her, again - adding time, as it did not fit in the new house. We stored them for her until she had someone come to get them 32 days later (a $50 charge).   (BTW - this too was an exception to the rule for our warehouse.  Our facility is private, and normally we don't let the general public into our warehouse to pick up as a safety measure for all others stored with us.  We did allow it, and I had the crate (vault) with her goods stored inside pulled, put in front of the overhead door and then even met with the young men she sent to pick it up. The one young man, whom she sent asked me how badly did she treat us.) 
  She even said we argued with her. Not true. But I will not refund her anything just because she believes that if she complains, she is right. If she believes attempting to shame me will change my feelings, she is wrong.  Those men worked hard all hours they were there!   Our documents that she signed, and she happily provided to you, states that the estimate was based on information she provided, and she would be responsible for whatever time it took, be it more or less time. 
  I know the four men who moved her have been here 6-7 years each, and we have hundreds of five star reviews on these young men.  Look them up. Google, Rate-A-Biz, BBB, etc.  They are not lazy, and do not drag their feet in the least bit - there is no advantage to that for them.
  The next time, she can "run" those household goods into  her home.  She will be put on a list here of "do not move" and I will share it gladly with my fellow moving company owners here in the area if ever  asked.  
  We provided her with exceptional service, by her own admission, without any breakage or damage.  The men were respectful and never said anything about the task at hand.  She couldn't complain about that, so found something else I guess.  
  I know our men and the work they provide people.  Hundreds of customers would back that statement.
  Thank you for my submission. I Appreciate it and have attached a copy of the Bill of Lading she signed.  She has provided you with the estimate which states that it was non-binding, and merely an estimate, and all time taken for the relocation would be her responsibility.
  Sincerely,"
  
  
  --
  **** *********
  Alexander Moving Company
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  06/03/2022

  Above find signed documents on the date in question. I have attached the Non-Binding Proposal for Moving Services, as well as the Terms this Shipper and all Shippers sign for us.  This Shipper signed these documents 10 days prior to our moving her.
  Page 3 of Proposal for Moving Services, please read first line as well as the last two paragraphs on that page, stating "This estimate is non-binding. If this estimate is accepted, the costs may exceed or be less than the estimated total costs contained in this estimate." and "I understand that I may be liable for additional goods or services not specified in this non-binding estimate. The Carrier is basing his/her estimate on the information provided by me."  As well as the line above final signature on that page: "I  understand that by accepting this estimate, I am entering into a contract with Alexander Moving Company (the Carrier) to perform the wor4k described in this estimate.", which was moving her HHG furniture from point A to point B.
  The Terms are also attached, which she signed as well. And finally, she also signed the last Pre-Move Confirmation Letter, stating on page 2, paragraph 4 "Actual Cost of Move", stating it is an estimate provided and the actual charges will reflect the exact time spent on some ones move, any extras, boxes, packing supplies and travel time.
  We have always been honest, and never have we even made an attempt to collect monies not due or owed us.  We live and work in the same community for more than 30 years
  .  Our kids have gone to local schools.  We take great pride in our work and our ethics.  And I will not allow someone to make an attempt to scam money from us that was duly owed.  
  Respectfully
  **** *********
  
  

  Customer response

  06/07/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The bottom line is I was quoted $1520 to $1750 for 3 men for 8 to 9 hours.  I had two men half of the day and 4 men for the remainder; the total move was 8.5 hours.  Only one truck was loaded with space remaining (the original quote was to include a queen poster bed, mattress set, two night stands, armoire, dresser, and ping pong table that were left at the "move from" residence; if two trucks had been needed, then whomever does the estimating would have been way off.  As far as their statement regarding the number of stairs, the "move from" residence had furniture and contents in the basement (1st set of stairs), items on the first floor, and bedrooms on the second floor (2nd flight of stairs).  The "move to" residence does not have a basement.  It has a first floor, bedrooms on the second floor (1st set of stairs) and a bonus room on the third floor (2nd set of stairs).  The bonus room is small.  Fewer items went to the bonus room than what were moved from the basement of the first house.  The number of levels are typical to any other home other than a ranch and were identical to each other in number of steps, with one having a lower basement and the other having upper bonus room.  This company is trying to find anything they can to justify gouging the customer whom they are supposed to be assisting.  When I received the final bill, I contacted the company immediately and tried to be complementary of their strengths (they were careful with the furniture they moved) and then expressed my concerns.  This was immediately met with defense and this company has continued through further communication to ignore my concerns or be reasonable regarding overcharging.  Regardless of whether the movers were moving or packing miscellaneous items, I received the service quoted in terms of number of men + hours, with far fewer contents moved than estimated. I was quoted a range of $1520 to $1750 and charged $2565.75.  The least this company should do, if they have any integrity at all, is reimburse the difference between the high end of their estimate and what I was charged, which would be $815.  Consumers should beware of their estimates!!
  

  
  

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