ComplaintsforMatchbox Movers

• Initial Complaint

  27/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I planned a move for yesterday and the owner of the company allegedly showed up - as per a report from the call taker who I called to report the issue - when the truck pulled up the man got out of the drivers seat and *** ******* ** *** ***** *** ******* * ****** inappropriately towards me - during the move they did not listen to my instructions and I had to do some of the moving myself due to their lack of listening to my instructions on how to pack the items so we could drop off the mattress first (they put it at the back) - and they did not put the items that had been marked put at the front, at the front, and so I had to rearrange them) - they were sarcastic and rude towards me and ruined my day / move and ********** my injuries and mental health - they were also not impartial or polite
  

  

  Business response

  27/11/2023

  First, from the start of the communication with this customer, her email enquiry was very brief without much information including no contact name or phone number.  After back and forth via email, she decided to book and had to ask her to finally provide her contact information. At this point, she provided just a first name which appears to be a ***** name since this is not the name of the applicant in this complaint. The name provided was "******".

  A few days prior to the move, I attempted to contact her 2 times as a courtesy reminder of the moving date. She finally returned my call a day later and when I spoke with her, she advised that she may have some furniture to go to the dump or donation, but she wasnt sure yet. She also said that some boxes were not properly packed in the storage unit, and she asked if the movers could bring some tape/supplies. I let her know we would help with that this was additional customer service to assist with packing/taping her items in the storage since some items were not fully ready for the move. 
  

  The movers were scheduled to be at storage unit for 9am and our movers being very prompt and reliable were there early by 8:40. However,she calls within the hour to say she could not find the code to the storage unit which she wrote on a piece of paper and although she had been to the storage place 3 times, she couldnt find the piece of paper now. So, she asked if they could wait until 9:30am when the storage facility was open. Patiently,our movers sat and waited in the truck for 45 minutes for her arrival and for storage facility to open. After the movers had fully started the loading process, the customer called again and this time to was to share a complaint.  Her complaint was that she saw one of movers/the driver,**** *** ** *** ***** *** *** **** ******* ** *** ***** ** ** ******* ******* *** ***. She found this inappropriate and creepy and referred to the mover as *** *** **** *** ******.  First of all,the driver/owner is ******* and was wearing a ***** cap to keep his hair away from falling to his face when busy moving.

  While on the phone with the customer, I reassured her that there was no mal intent in what she might have observed and simply * **** ****** ***********. She said, she was just staying in her car, waiting and watching them finish the job. Afterwards, in speaking with the driver/owner, I shared the complaint which was very surprising to him since there was no intention for anyone to have **** *** ****** *** ******. Coming down from the truck after sitting there for over 45 minutes, he likely was just ****** *** ****** like any normal person who may have realized *** ****** *** ****** ****. Also, the customer was at a distance in her car so he hadnt even known she was looking at him.
  

  As well, we have never had a single complaint in all of our years in business especially of any inappropriate behavior.  It has been very much the contrary with praise for our kindness and excellent service. 

  In summary, we also had some concerns with this customer -- from not providing a real name or an phone# initially, the very minimal and brief email correspondence, not having the storage unit code ready resulting in our movers waiting over 30 minutes, the disorganization with moving items, and the last minute decisions on whether to have the furniture donated or go to a dump. In actuality, we believe we handled this move very well considering the customers overall actions and lack of transparency and the ************** undertone in referring to our mover as *** *** **** *** *******  

  Regards,

   

  Customer response

  16/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  as what they are saying is ****** and essentialy irrelated to the ****** ********** and damage to my boxes/items and aggravation of my injury leading to my requesting a refund - they state information about how I was late and did not provide the pin in a timely manner (and, how I had also asked about dropping of recently deceased mothers matress, which was advised as a service they provided and for which I was charged), when esentially if this were true, which is is much dramatized by the business, it does not condone or excuse the *********** and ***** / damage to my property and ruining of my entire move day. Also, it appears to be the office staff or manager who responded to the complaint and not the person or people who did the ********** / **** 

  I want a refund from the business and I want the full legal name of the employee who ******** ******** me 

  Please advise the business that if this is not resolved within 30 business days I will proceed with legal action 

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

  

  Business response

  16/02/2024

  This complainant is ***** and trying to just receive free moving services.  We are a hardworking locally owned business and not a corporate chain so all our moves are done with care and efficiency. We have proof of all the correspondence, the ***** name used, and the our pricing for our services.  We do not dispose of mattress free of charge and no moving business or otherwise offer this. We will be happy to go to the ***** *************** for the *********** and ************** ***** complaint by this client.

  Regards,

  Matchbox Moving

  Customer response

  20/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: this business ******** ******** me and damaged my items during the move. I can obtain video footage of them dropping boxes off in the hallway and leaving me to move them myself with my injury. I could also see if I can get video surveillance from the other facility of the worker coming up to me with *** ***** ****** and looking ******** **** ** **** and smirking at me. 100% none of this is a *** - why would I make this up and immediately call the business in distress only to get no support or assistance from the company. I did call ****** to inform them of what happened as well. 

  Your taking me to the ***** ****** ******** for describing the worker as a man *** *** ******* * ******* are you serious. ok, go ahead. Will it just be you submitting the complaint? or will there be others? 

  I want re-compensation for what happened during my move. Why would I make a complaint to get a free move from your workers. I would not. I will never do business with your company ever again in my life. On the one hand you ****** me of all of this ***** *********** of my behaviours and ****** me further as a patron, in defense to the complaint. Then you state I just want a free move. And, at the same time state I am ************** against you as a business for seeking compensation. Wow, you really are taking all aims at me, well fire away because I know what you did and so does the people who did it to me. I am not the one in the wrong and your continued ********* towards me and blame, when I am the one with the complaint shows your complete lack of ability to mediate. You cannot ******** to send your _  after me for making a complaint about ****** **********. You know I have almost **** ******** and your continued ********* and non-amicable or mediatory means of resolution is not in line with business ethics or morals. The ***** actually offers mediation if you cannot find it in you to do so at this stage, you can take it to them and they ***** state they do not take complaints from businesses against citizens - they actually protect citizens from entities. And, good luck because that is my name and even if it was not I am allowed to use whatever name I want. The ****** ********** by your company fosters ************* ** ******** *** **** ********* ** **** *** **** **** **** **** ****** ****** 

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

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