ComplaintsforPack My Move

• Initial Complaint

  07/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Pack My Move to book them for a move that happened on August 29th, 2021. I spoke with ******* *********, the wife of ***** ********* and owners of the company. She offered me a friends and family deal, as I know her through work; $135/hour (regular price is $165/hour). The day before the move ******* contacted me to offer me a cash deal (with excluded taxes in the service). We accepted the cash offer. During the move we witnessed her movers break our plastic bins, heard them drop our filing cabinet, which left a chip in our laminate flooring, and experienced some rude remarks from the movers when confronted. After the move I contacted ******* to let her know of the things that happened to give her some feedback. Over the next few days, we continued to find more damage to our belongings and a broken shelf. All of which had not been disclosed to us. I contacted ******* and to my surprise she informed us that because we chose a cash deal that our items were not insured.

  Business response

  07/09/2021

  I spoke with ***** extensively about her issues. She was a co-worker through my day job and needed movers. We charged her $135/hr for a family/friend rate - cash job with no tax to save her money. She inquired with us last year and didn't want the pay the normal rate so we gave her a deal. The items she is stating are damaged are items that would NOT have been covered by our insurance, but had she requested financial compensation - total estimated value of damage is $10 for the cracked bucket, $20 for the shelving cube (made of particle board) and $10 to paint/putty to patch the scuff on the baby furniture - I would've gladly paid her. All measures were taken on our truck to ensure everything was fully padded to prevent rubbing in transit. One of our crew said it didn't cost anything to replace the bucket and she took that as them being very rude. The plastic bucket was made out of the clear brittle plastic. *** ** ************ ** **** ********* *** ****** ******* ** **** **** * ******* I did my best to resolve this before she filed this complaint. I've included a copy of our insurance policy to show what is covered by our insurance.

  Customer response

  07/09/2021

  
  Complaint: ********
  
  I am rejecting this response because the estimated value for the damage is not at all correct. The shelf itself was purchased from ikea and was $129.99. The bottom part of the shelf is completely broken and the shelf does not stand up on its own properly. Not all measures were taking, clearly, as many things were damaged. The movers not only his the fact that they broke the shelf but also tried to cover it up with tape. 

  
  

  It is a complete lie that I was not able to pay the normal rate and I did not ask for a quote a year ago. I have attached a picture of my request for service which clearly indicates that the offer for a friends and family deal was offered by the owner. 

  
  

  Friend or not, I deserve to be treated with professionalism and respect and I don’t feel this was the case during our exchanges. 
  

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

  Business response

  08/09/2021

  After further review of the day & previous text exchanges with *****. I'm in a better position to provide a more thorough response. For the scuff and minor damage to the baby items - our crew fully padded the entire crib and change table. There was a pad underneath it on the floor of the truck and on each side to protect all edges. The broken bin occurred when our crew member was carrying multiple thin stacked bins at the same time and it fell off the stack in front of the client - she witnessed herself that it was an accident. It was not dropped intentionally. The claim of damaged laminate flooring - our crew never dropped anything on the floor - the filing cabinet that was moved was moved from & to a concrete floor. The shelving again is made of particle board and wouldn't be covered by our insurance regardless but it was our mistake to not disclose it to her.
  
  As for this "cash deal", there was no cash deal offered - the exact wording was - if you would like no tax, you can pay cash at the end of the day, otherwise there is tax. ***** chose to pay cash. She was not told to pay cash. She also didn't have enough cash to pay our crew for her move and we were flexible and said she could pay us the balance later in the week (on Wednesday) - which her husband did and when he met up with ***** to pay him the rest, he came across to ***** as if everything was fine. We treated her with the same thoroughness and carefulness that we give all our clients and friends. We've helped many friends before and they've all mentioned that they like that they still get all the perks and we don't skimp because they're friends. We did our best and have apologized profusely. Everything else was moved perfectly and without damage and I believe that should be acknowledged.
  
  As for her previously approaching me the year before for a price, it was discussed in person in a casual conversation at our shared place of work, when she was moving into her last house. She was not comfortable with it then and had made other arrangements.

  Customer response

  12/09/2021

  
  Complaint: ********
  
  I am rejecting this response because you’re clearly missing the point that I am trying to make. To clarify, I did not contact the better business bureau on you out of spite or for any other reason than, you offered me a service and I felt that service was poor and when I approached you about it to give you a chance to make it right, you made excuse after excuse. You did not offer to come patch and paint the scuffs on my furniture. You did not ask about the damage or offer compensation for the damage to my furniture. You did nothing. It apologize. Apologies do not repair my broken furniture and the damage done to my property. If this was any other moving company and I was treated with the same disrespect and poor customer service, I would have done the exact same thing. 
  

  I’m not sure where you’re getting the idea that I’m accusing your crew of having intentionally broken my belongings. That is not the issue here. As I have explained to you many times, the issue is that your crew was not careful with my belongings and in tern, my things got damaged. The other issue is there failure to report the damage and attempts to cover it up and lie to me about it. 
  

  mas ive explained to you before, you cannot speak for your crew as you were not present the day of the move. I have witnesses who can speak to your crew dropping my filing cabinet, who heard your crew members rude comments when he dropped and broke my plastic clothing bin and I have a witness who saw that the damage done to my sons dresser was as a result of the way they were carrying the dresser (from the top of it rather than the bottom). The “scuffs” you talk about are actually the entire top of my sons dresser coming apart and the lip lifting off of the dresser. I’ve attached more pictures for your review. Also, there are tons of actual scuffs marks and paint chips on his other furniture from things not being properly covered. 
  

  My husband being pleasant with your husband has absolutely nothing to do with this complaint. He wasn’t at the house to witness most of the stuff that happened because he had to do three additional trips with our vehicle because a crew member packed an huge item that we gave to him (tv and tv stand) instead of packing the rest of our items which would have fit in your truck.
  

  You had every opportunity to try to make this right and instead, you waited until after I reported your business to the BBB to offer any kind of solution to my problem.

  Unless you are willing to offer me compensation for the damage that we will have to repair, I will not accept any response you send to me. We will have to spend $150 on the babies furniture (clamps to glue the lip of the dresser back down, wood glue, puffy and paint and we will have to repaint all of his furniture). To replace the shelf downstairs it’ll cost us $149.99. The bins were each $20 and two of them were broken. We would appreciate $400 financial compensation for all of this, plus our time. 

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

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