ComplaintsforMove On Relocation

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9, 2022, my husband and I moved from a rental home located at *********************************************************************************************** to a brand new construction home that we purchased at *************************************************************. We had used the company for a previous move with no problems. However, the three men assigned to our move were incompetent and quite lazy. Half of our furniture that was supposed to be carried upstairs we hidden behind boxes in our garage. ***** clearly labeled to be carried upstairs were left all over the place downstairs. We had to hire additional movers from another company ($1575 in cost) to move the remaining furniture and boxes upstairs. I'm addition, our previous residence was damaged - walls has huge indents, and door framings were cracked ($789 in repairs). Our new home walls were damaged, 8 pieces of furniture had to be thrown away and several boxes of clothes were left sitting on the ground after it had rained, damaging precious items that belonged to my deceased mother-in-law. The cost to repair my new home was $1343. We still have no been able to repair the cracks in our driveway made by their truck. While it rained that afternoon the movers sat inside my garage drinking Gatorade and water that I gave them and laughed and cracked jokes about vulgar and nasty things, knowing I was sitting on my front porch and within ear shot. It is shameful how we were treated, and then charged almost $3000 for a move that cost us far more in repairs, damages, and additional movers to do the job that we were charged for. This organization knows no shame. They will not return and email or a phone call. Pathetic. My husband did more work that day than they did.

  Business response

  10/10/2022

  Saturday, July 9, 20220:
  This estimate was for 7.5 hrs and it actually took ***** hrs. The ** did not charge the client immediately as she refused to pay due to time (even though her quote was hourly).
  
  Sunday, July 10, 2022 @ 8:58 ** ****** sent the following email:
  Hello *****:
  
  I'm reaching out to you because my husband and I need your help to resolve some issues that we had with our move on Saturday.
  
  First, I want to recognize the great job the three movers did in loading the truck. They got everything on it, which I thought would be impossible. They wrapped all the furniture. For the most part, everything arrived in ************. We did lose a printer cart to damage and one of the tops of our posts for our **************************** Bed was broken off. However, that's not the issue that's at the heart of the problem.
  
  We moved from a home that was basically one story (a few things upstairs) with no exit or entry steps to a home that has a steep driveway and four steps to walk on the porch or from the garage. I know it was very hot on Saturday, and we did everything we could to make the movers as comfortable as possible. We gave them water, gatorade, ice - anything we could do to help make the conditions more comfortable.
  
  They could not back the truck into our driveway because it had a lift gate and they were afraid they would damage the concrete. So that forced the crew to have to walk the entire length of the driveway and up the four porch stairs.
  
  Over 1/2 of the boxes and items that we needed to be carried up the steps did not get taken up. I literally labeled every single box with a color-coded label. All of the rooms in the house had 1/2 posterboard-sized signs at eye view so they would know where to take the boxes. Now, we have a garage full of boxes that we cannot carry up the steps.
  
  There was an older gentleman that was part of the crew. He would roll the boxes in the door on a dolly and told me he was "staging" them to carry up later. That never happened. Bedroom and office boxes are still sitting in my living room.
  
  We couldn't find most of the things that we needed to set our offices up for work because they are still sitting either in the garage or in the living room - with our offices upstairs.
  
  Boxes that were supposed to be downstairs are upstairs. Boxes that were supposed to stay in the garage were brought in. We couldn't find anything for hours.
  
  Worst of all - it started to rain pretty hard, so the crew had to stop. Rather than come in the house and start taking off the blankets from the furniture, they all sat in my garage, in my beach chairs, drinking water and gatorade and having a good time talking. It took them almost an hour to unwrap my furniture. They could have finished that task rather than sitting in my garage while it rained.
  
  So much time was wasted at the new house. The older gentleman wanted to sit and talk about how beautiful the house was rather than work. He did not carry much of anything beyond the front door. I didn't realize that he was just leaving what he carried in the house in the living room. I was outside directing where furniture items went.
  
  My new walls are scuffed and dented in several places. They carried in mud on their feet so I have to have my new carpet cleaned.
  
  I sat in my brand-new house and cried for an hour. I worked so hard to make sure that everything was labeled so that this wouldn't happen. Now, I have tons of stuff I can't lift or get to the place in the house it needs to go.
  
  I am having back surgery on July 26. I can barely walk up my stairs as it is right now. My husband can't carry a bookshelf by himself upstairs. We paid someone to do that and it didn't happen, along with other furniture and boxes.
  
  I did tip the crew because I didn't know at the time what had happened, and I really did feel sorry for the younger two gentlemen because they did a lot of the work by themselves.
  
  Given the fact that I paid for at least 3-4 hours of work that wasn't completed and that we cannot carry this stuff ourselves, I need help in the form of a crew to come to finish the job or I need a refund for at least the time that was wasted. We really need a crew to come back to finish the job, and I really don't think we should have to pay for it.
  
  I am so frustrated and annoyed - I expected better because I have received better service in the past. We gave away all of our large appliances and our sectional sofa just to make sure everything would fit on the truck. Now, I can't get anything delivered because my garage is so full of boxes that don't belong that it's blocking the way.
  
  Please help us figure out what to do. We are stuck right now with no way to really set up our home office or even find simple things like our clothes and shoes.
  
  Thank you,
  ***********************
  
  Monday, July 11th:
  Move On called the client to let her know we will credit 3 hours to her bill and consequently run her card for the balance (as our contract states that payment is due at the end of the job).
  We never heard back from her and Move On did NOT run her card b/c we were trying to get to the bottom of these issues.
  
  Tuesday, July 19th:
  8:50 AM - Move On called Violet b/c we still have not heard from her and we wanted to work with our client for a resolution to these issues. That voicemail is attached.
  8:55 AM - Move On emailed and texted Violet the following:
  Email: Hey ******,I am so sorry to hear about your moving experience and we want to do whatever we can to make it right. Could you give us a call back here at ************ and we can talk about our options to fix this?
  Thanks, ****
  Text: Hey ******, this is **** with Move On. I am so sorry to hear about your moving experience and we want to do whatever we can to make it right. Could you give us a call back here at ************ and we can talk about our options to fix this? Thanks.
  
  Friday, July 22th:
  3:22 ** - Violet sent an email saying: "What can you do to make this right? It's simple - either pay for the entire amount of the damage to my home and my belongings, plus the cost to move my furniture upstairs, or reverse the charges. We shouldn't have to pay twice for your team's mistakes and damage. Yet, that's exactly what you are trying to do. The replacement furniture alone will cost more than you're attempting to fraudulently charge me."
  
  Move On would have happily come to a resolution with this Client, as we do with all of our clients, but we never heard back from her.
  
  Friday, September 30th:
  *********************** reported Move On to the BBB (case #********). In her complaint to the BBB she changed her story.
  Please note in her original email to Move On she stated:
  "...they all sat in my garage, in my beach chairs, drinking water and gatorade and having a good time talking."
  
  However, in her complaint to the BBB she had a different version that painted Move On in a very ugly light saying "While it rained that afternoon the movers sat inside my garage drinking Gatorade and water that I gave them and laughed and cracked jokes about vulgar and nasty things, knowing I was sitting on my front porch and within ear shot."
  
  How can we believe someone who is clearly this deceptive?
  
  In another case of her deception, she texted one of Sales Consultants "I just want to confirm something. We are probably going to need a 26ft truck. Is that what we planned for? My husband refuses to let go of so much junk. If he ever leaves the house I'm going to toss it but it seems like he's always home. ".
  
  For all we know this is a strategic plan to get something for free. Move On could answer that properly had this client communicated with us like we had requested. We would have done everything we could to make this right but we were not given the opportunity and now she has reported our company to the BBB.
  
  **On a side note, she refused the credit card charge but Move On challenged that report and we won. Meaning, contractually, we did everything according to the book.

  Customer response

  10/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The fact that the bank agreed with the charge does not prove your contractual agreement. It proves that you had a signature for the charge. That's all. It does not change the fact that your movers did not carry furniture upstairs, destroyed many pieces of my furniture, ruined my walls, dented my brand new front door, scratched up my floors, and sat on their butts doing nothing for over an hour.

  Business response

  11/01/2022

  I have already provided my response to the clients claims in my prior correspondence. My position has not changed. We did everything in our power to give this client a great experience. We already took a good amount of money off of her bill in a show of good faith. We provided services, the client paid for those services (at a healthy discount). 

*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. ↩