ComplaintsforThe Move Phoenix LLC

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We drove over 7 hours to *******. We called the owner of The Move Phoenix at 11:00 AM to tell him there was a delay in traffic we will be there at 1:00 PM instead of 12 noon. He said that was fine as we were traveling. We returned the rented car and then got a taxi to pick up the Penske truck. As it may be, we got to storage at 12:19 PM. Two young men, who I thought were homeless, rushed our truck and said they were from The Move. We had an outside storage and pulled the truck right up to storage. These two men acted like they did not know what they were doing. They were polite but very slow and I had to direct them where to put the items. My son and I jumped in to help as they were so slow, we knew we would never finish. The one with the black fingernails took off with a back sack and a vape pen in his hand for 45 minutes. He said he was going to the bathroom. I am a disabled senior. I had to work to load the truck while he was gone. I became sick and did not feel well as this is why I hired movers; to actually work and pack. I let them go after 3 hours and the truck still had to be packed. My son and I finished packing the truck, which had about 1/3 left to go. I paid to have someone gone 45 minutes and my health is badly affected. The movers at my home moved my belongings up my stairs in 2 hours and did a great job. They set furniture up as well. These two guys from The Move Phoenix were spaced out and I did not need this. I drove the truck home from Phoenix and was sick because of them, walking off the job and not knowing how to load. I told the owner that it would take about 2 hours to load the truck and they were so slow it turned out to be 3 hours. Online, another person complained about the slowness of these 2 men as well and she had to pay for them. The owner refuses to acknowledge these men were not professional and it was okay to leave for 45 minutes to vape and leave ** stranded!! Why did the one with black nails take a backpack to the bathroom?

  

  Business response

  06/06/2023

  This customer requested a refund stating it took the crew she hired to Unload her truck 2 hours and it took us 3 hours to load. It takes longer to load and 1 hour difference is not unreasonable. I was traveling when she contacted me and I explained I needed to speak with crew and review the situation. Customer decided to leave bad review and complaint to BBB before I had an opportunity to respond.

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