ComplaintsforGentlemen Movers

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled a move of a 3-bedroom home and a storage unit, but did identify that it would only include the large furniture such as beds, dressers, couches, chairs, and heavy items. It would not include the boxes and/or bins or smaller items as we were moving those items ourselves. I identified that we would need the large truck and three men for a full day. When moving day came, three guys showed up in a U-Haul truck that was a small, 20' truck only and NOT EVEN A REGULAR MOVING TRUCK. It was NOT even a 26' U-Haul truck! I was paying by the hour for these three men at $181 per hour, which was higher than the other two companies that I received quotes from at $137 and $151, but this company was available sooner so I went with this company. Because they showed up in a 20' U-Haul truck, it took these 3 guys THREE TRIPS to move the furniture. The guys themselves said they could have made the trip in ONE trip or it might have taken them half of a second truck if they had the regular Gentlemen's Mover's moving truck (as seen in the moving company ad's online) - but it was broken down and in the shop). Because it took THREE trips, IT TOOK THEM 11 HOURS. When I complained to the management, he said it was not his fault that he only showed up with a 20' truck and that decision was "above his pay grade," But as a result, I asked for at least 3/4 hours to be reduced at $181/hr but he deducted 1 hour only. So I paid over $2000 for a move of 8 miles and it should have cost much less because they had broken down equipment and showed up with a U-Haul - not even a 26' truck but a 20' truck, no less and had to make 3 trips. I should not have had to pay more than $1500 at most. The moving guys themselves were great but not the best at stacking/organizing in a 20' truck. POOR MANAGEMENT DECISION

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */ In regards to the customer's complaint, it's true that the truck we would have normally used for this job was out of commission, thus leaving us with a smaller rental truck for the job. Based on some initial correspondences with the client, we were hopeful that perhaps the items would have fit in the smaller truck, but they did not, thus requiring several trips. However, it should be noted that our men reported to us that though perhaps it would have all fit into the larger truck, it was doubtful, seeing as how our larger truck is a 26 footer and the the 20 foot truck that was utilized required three trips, not just two. Two full and one partial load of a 20 foot truck won't fit into a 26 footer. It would have taken the large truck two trips or required two trucks to begin with. Two truck jobs always require four men, not three, which would have produced a higher hourly rate for the client. Or, the one larger truck would have had to make two trips. Since the original estimate was for one truck, and one, larger truck would have required two trips, we deducted an hour's travel time from the bill which was the equivalent of one of the round-trips between the upload and download destinations. All of the rest of the cost was labor time, which by the customer's own admission our workers performed in an exemplary manner. Regards, GM

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were moved by Gentleman Movers on August 31, 2021. We were very disappointed in their services. The estimate that we were provided was $1760-$2200 (see attachment June 20 email) plus $500-700 for packing which included packing materials according to an email from Sam S******, the General Manager. After the move we had so many items damaged we were not presented an invoice. Robert M**** was going to meet with us to see our damaged items. He was out of town and therefore he was unable to meet until September 13. At the meeting at our home he presented an invoice that was $1500 above what we were estimated. On the invoice he was charging for packing materials which we were clearly told was included in the packing fee (see June 28 email). When we hesitated to pay, him considering the invoice was so out of line with our estimate, he agreed to reduce the bill to $3720.50. He stated that he would not address our damages until he was paid in full. We let him know that we did not want to pay for a couple of days to allow time to see what our full damages were. He agreed. On September 16 we wrote him an email to find out what the procedure was for filing a claim for our damages. We received no response, but Gentlemen Movers proceeded with charging our credit card for $3720.50 plus 2% without reaching out to us in any way. We invited Robert M****, the owner, into our home to review the damages and discuss a resolution. At this date, Gentlemen Movers has been paid in full and has continued to deny us the right to file a claim for our damages or to compensate us for our losses.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/01) */ When we submitted the estimate to the ******, they were told that the estimate would be just that, an estimate, and not a quote. They were informed in the email sent to them with their estimate that many things can affect the final price of the move and make it deviate from the estimated range. The amount of packing required in the house was far greater than anticipated. Additionally, there were more items and packing to be done in a shed and an attic above the detached garage. Originally, the invoice was actually over $4000.00. The owner met with the ****** to discuss the total and some damages, which were primarily cosmetic and not structural in nature. After this meeting, our owner gave them a reduced invoice. They were told per our policy that if they agreed to pay the bill that they were presented with in full, then we would address the damages. They asked for the evening to think about it. Two days later they sent an email saying they needed to ponder it some more. Per our policy that mandates payment is due upon completion of moving services and that said payment must be made before damages are addressed, we charged their card for the reduced invoice that we presented them. We were soon hit with a chargeback of over $800.00. We went to great lengths and time fighting this chargeback, including the submission of various documents, researching, speaking with representatives at our card processor, and waiting in queue. We won the case and the money was credited back to our account. We notified the ****** that because of the extraordinary time and effort we had to put into fighting what we consider to be a fraudulent chargeback, we determined that we would not address the damages unless the full payment of the original invoice of over $4000.00 was paid. Otherwise, we would consider the matter closed. Instead, the customer has threatened us with legal action, which brings us to where we are today. As far as we are concerned, the matter is concluded until and if the ****** pay the original voice amount. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, Gentlemen Movers continues to incorrectly summarize the events of the day. Neither the owner or the general manager were there so they don't actually know what took place. The day before when the two ladies came to pack, we questioned them about the two closets that were left unpacked and also a few miscellaneous items in the shed. They stated that the items would be packed the next day by the movers, because they did not have enough boxes. However, they had left in the middle of the day and were gone 2 hours. They said they were going to get boxes from Lowes. When the crew arrived on moving day the lead man was upset that he was assigned a job with an insufficient crew and equipment to complete the job. The other movers also expressed concerns about not having an adequate number of men. We were told that two men had to be sent to another job. This caused lost time as they were disorganized and were very slow in getting started. They were very disgruntled. We feel like we were having to bear the cost of Gentlemen Movers business issues. The unprofessionalism of their company is substantiated by the fact that we had a sofa and chair to go into the loft at our new home. Gentlemen Movers tried and could not determine how to get up the stairs and through the doors. Even the owner said it would not fit. In an attempt to move it they damaged the staircase wall. However, we hired another company that was able to put it in the loft within ten minutes. Our position is that GMovers has been paid in full since the owner is the one that reduced the invoice when we pointed out the lost time that we felt took place on moving day. The damages were not simply "cosmetic" as Gentlemen Movers stated. During our discussion with Rob, the owner, at our home he said that he was going to send us the invoice. To date, we have not yet received an invoice or an invoice showing that we paid. The delay in payment was not to "ponder" anything. We told them that we wanted to go through all of our boxes to be able to fully assess everything that had been broken. Also, the owner was out of town the week after our move and was not available to meet until he returned. We have been denied the right to file a claim for our damages when they clearly said that they were covered by insurance. Our position is that they have been paid in full and have not addressed any of our lost and damaged possessions. The charge back to our credit card was because they would not timely take steps to acknowlege our losses and we were attempting to recover some of our damages. We would like to end this disagreement through some type of compromise so that both parties don't continue to lose time over this issue.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Gentleman Movers to complete our move to a new house. During the move, we discovered our lockbox had $4,480.00 in cash stolen. I took steps with the owner to see if he could help recover it. He agreed at first, but now will do nothing further. A police report was filed, but they couldn't do anything as it was a civil matter. Before the move was fully complete, the owner demanded payment, effectively holding the rest of our stuff hostage. We paid $3750.00 on 7/21/2021. Oddly, they charged us $17.00 on 7/27/2021 without our knowledge. We have no idea was that happened either. This matter is even more upsetting given the fact he basically said we stole it, given we "need the money". Even worse, the money was given to my wife by her now recently deceased mother to start her company. It is very disappointing, infuriating, and every other emotion possible.

  Business response

  08/27/2021

  Business Response /* (1000, 5, 2021/08/25) */ We collected before the completion of the job was done because, frankly, we were concerned about payment due to the fact that the closing on the client's outgoing house had fallen through which oftentimes will unexpectedly leave them strapped for cash. Additionally, the overwhelming majority of the job had already been completed, so we were essentially running the card just an hour or two before the job was done. In terms of the suggestion or insinuation that thieves are working for us, this is the first incident we've had regarding an accusation of theft in 18 years of moving residences. We've had clients that have missed various things, including an engagement ring, call us and report it, only to have the item or items appear later. The reason that we expect clients to secure all valuables and tenders and make clear that we are not responsible for them as stated in our moving services agreement is that it not only protects them from potential theft but protects us from potentially false accusations and consequently a position whereby unmerited compensation is expected on our part. It prevents, "He said, she said," situations such as this one. By the client's own admission, it should be noted that the cash in question was actually in an unsecured, unlocked lockbox. If we had proof, any kind of proof at all, beyond a claim of missing money, such as an eyewitness to the taking, the testimony of a fellow mover, found money, or a confession, etc, we'd recompense the client immediately. But we simply don't. Consumer Response /* (3000, 7, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Where is the signed service agreement? They still violated the agreement (expecting payment before the job was complete, their agreement does not put ANY stipulations on this), did something very dishonest in their expectation of pay by basically stealing our stuff. They lied and said it was normal, and not because of our situation. We have indicated to them previously that it was a documentation issue, not a funding issue. It does NOT matter if they have not had any theft in 18 years, it happens and will happen and DID happen. The language of their agreement also states: Gentlemen Movers is only responsible for items in our immediate care, custody and control. Gentlemen Moves are not responsible for damaged item that customer packed themselves, Particle Board, Electronics, lost jewlery or other tenders. The language indicates damage, not theft. Honestly, very disappointed, infuriated about their lies and the treatment, and insinuation we took it. Especially when it is clear it was taken by one or more of their employees. There was a long period of time when most of the employees were inside, longer than would need be to move items inside. This seems to likely be when the money was stolen. They could have all taken some, therefore why would they have admitted it if they were all guilty. Would think the owner would want to figure out who is a theft in their company and address it, honestly, instead of blaming their customer. Business Response /* (4000, 11, 2021/08/26) */ The client was not lied to. The language of the moving services agreement states that we are not responsible for, "...lost jewlery or other tenders." Tenders includes cash. There is no hard evidence of theft whatsoever. None. Only an accusation. Frankly, we find it bizarre that any client would leave that much cash in a completely unsecured, unmanaged environment. We have already stated, and will restate again, that the reason we are not responsible for jewelry or other tenders is SPECIFICALLY to prevent situations like this from occurring. Any client could claim they are missing "X" amount of cash and demand recompense, essentially getting a free move out of it with no evidence at all. In terms of when we charged the customer, the customer was charged at the very end of the move as the final pieces were being unloaded from the truck. The ONLY reason the client is mad that they were charged when they were is because they claim to be missing some money, not because services weren't rendered or they were overcharged. However, after all is said and done, we sincerely appreciate the client's business and wish them all the best for the future!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩