ComplaintsforNeighbors Relocation Services

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 14, Neighbors moving moved things to my new area. Because I had no vehicle, I had to catch a Uber early to the new location. I had mentioned to *****, the lead mover, that specific items were to be packed ( Vacuum, Box of clothes, Computer desk mat, Distilled water, unused boxes), and to not pack a Swiffer cleaning mop to clean the old apartment. Later that ****************** had charged for 5.5 hours and had said he would adjust accordingly if ended early. ***** had to end early, but mentioned I was missing the items mentioned above (pictures attached), and had said he would "End work at 12:30, go to a customer to transfer a piano, and call back by 2:00 p.m.. ***** did not call by 2:00 and did not finish the job. Therefore, I had to finish the job myself and also was still overcharged for this transaction by $447.26 (Please see A_Seibert Reply). I call for this business to correct the overcharge and also call for the business to refund the 45 minutes of utilized time for an incomplete job. I have currently disputed this with my credit card company with the reference number D-********.

  

  Business response

  07/22/2022

  Weve offered to audit the time based on GPS and correct any discrepancy there might have been due to crew leaving earlier than estimated if that is accurate. Although we offered to do so, the client has initiated a chargeback of the funds to pay for the move so we cant really refund if the mines weve been paid have been taken back. We need the chargeback settled as the time of this email, the customers service is unpaid.

  Customer response

  07/22/2022

   
  Complaint: 17588900
  
  I am rejecting this response because:

  On 7/20/2022 I wrote the attached response. Because I initiated a dispute in which the credit card company ruled in my favor, I was then granted the refund of $447.26. Any and all evidence has been collected including the call logs of their crew contacting me and their crew leaving to not complete the job. Although this inquiry is now resolved through the credit card company and now a refund is not being requested unless the company decides to refund the amount requested, the company is unable to be accountable for their own actions including but not limited to: Falsifying documents to look as if the crew did no wrongdoing, give "unprofessional" opinions about parenting, and clear evidence when their crew left to not complete the job listed. Thus leading me to request it from my credit card company. Thus, I ask respectfully to have Neighbors Moving Seattle Cease communication with me moving forward, and state that I, ***************************** have paid all debts to Neighbors Moving Seattle Northwest LLC. I am happy to be in contact when the company would like to publicly apologize for the actions and their unprofessional remarks. *******************************, witness to the items left at my unit has stated that she is more than happy to write a statement with the timeframe and attesting to taking me to get the items. *********************************, mother and witness provided financial funds and contacted the General Manager and the owner and they were still not holding themselves accountable for their actions. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction: 6/8/22 Amount paid to the business: $5,150.47 before $200 credits based on the actual hour adjustments What the business committed to provide you: Moving Services What the nature of dispute is: Actual amounts about 60% higher than initial estimation.On 4/28/22, *** came out to my house to provide me with an estimate. Estimated transportation amounts were $3,112 and packing was $1,857.04. I made decision to go with Neighbors Relocation Service, since the company provided me with the lowest estimates. We decided to pack our own stuff and utilize only transportation services. We packed most of our own by purchasing boxes from the Homedepot and stacked ** in the garage for them to move. On the day of move (6/8/22), people came out to my house, and provide me with an estimation of $4,500 in the beginning, including over time. I called initial estimator for help on this overage and his answer was My estimates are usually pretty accurate. Dont understand why.During the moving, they broke water line to the refrigerator, while moving, and also scratched my driveway, while unloading. At the end of moving, I was charged with $5,150.47 and the company told me that I will get about $200 back. Final invoice amount was over 60% over the initial estimates. I called to the company to correct this issue, but the company does not assume any responsibility over wrong estimates, claiming that the estimates were not binding contract.For me, this sounds like a typical Bait and switch by providing me with the lowest estimation and charge me way over on actual moving by abusing the circumstances that we must move on the moving day. Understand that the estimation is not an exact science, but should be within the reasonable margin of error, not over by 60%.Whether or not the business has tried to resolve the problem: No. Spoke to the General manager, but answer was no.Account/tracking number: 44302-2

  

  Business response

  06/29/2022

  Our General manager previously reviewed this case exhaustively and determined no refund was warranted and communicated that to ************.

  To give additional background on the subject, back in April of 2022 our estimator gave ************ a non-binding breakdown of hourly moving costs based on 6 men and 8 hours.  Over the course of the next couple of months and prior to the move the scope of work changed.  In May, our estimator spoke with ************ and told him that based on the change in the scope of work he would need a few more hours to complete the job than originally estimated and that we would do another estimate before starting the move.  We did the revised estimate in the amount of $5111.21.  ************ reviewed and approved this revised estimate.  The actual cost to ************ was $5,042.35, so it was less than the revised estimate that ************ signed and agreed to, prior to us starting the project.

  
  During his move ************ called our office to report that the movers had broken a water pipe and it was leaking.  Our office immediately contacted the lead mover who sent pictures of the damaged pipe.  It was a copper pipe that connects to his refrigerator.  Throughout the length of this pipe were multiple creases, kinks and bends, rendering it unsafe for use.  Also, there was no shut off valve present, as is code to turn off the water.  We did connect or disconnect anything to this pipe.  It moved and started leaking. 

  We do not offer a service for disconnecting or connecting appliances.  It was **************** responsibility to disconnect the appliances we were to move prior to the moving crew's arrival.

  As a matter of customer service and as a gesture of good faith, we will offer a concession in the amount of $100 to settle this complaint.  

  Kind Regards,

  Neighbors Moving 

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