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Complaint Details
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Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am honestly shocked that after this long, a company of this caliber still doesn't take covid seriously. We had a move rescheduled by the company because we had covid and couldn't get ahold of anyone (Thanksgiving week/weekend) to let them know ahead of time. We attempted to notify them through multiple avenues that we had covid and ask what they wanted to do in regards to the move that was scheduled. When the movers showed up Monday, they said they had no idea and that they would have to speak to corporate and get back to us to let us know what the protocol was. My husband has missed 2 weeks of work because we have been so sick. I have checked all the policies on this company's website with NOTHING stating they charge $1,600 for a move rescheduled due to covid. They have at this point pulled this policy out of nowhere, stating it is a nonrefundable fee for rescheduling the move. WE DIDNT RESCHEDULE IT. YOU DID. AND VERY POORLY, MIGHT I ADD. It is ridiculous that it took 3 days for your company just to get back to us to let us know what the plan was, and then slap a $1,600 fee on top because we were being responsible ethical adults who wanted to warn everyone so that no one takes this back to sick relatives or immunicompromised family members. This is by far the worst case of ethics I have seen since covid started, which is saying alot. Thank you for teaching us the wonderful ****** that we should have said 'to h*** with everyone else, we just want to move on time' instead of delaying our entire lives to make sure a few more people didn't get this sick. Shame on you, shame on your company, and you can expect a BBB complaint filed today, as well as every avenue I can possibly find to let everyone know what a shady, unscrupulous company this is. IF YOU HAVE COVID, DO NOT TELL THEM, JUST LET THEM CATCH IT OR THEY WILL CHARGE YOU ALMOST 2K. Absolutely disgusted.
Business response
01/03/2023
Dear Mr. and *****************,
We're sorry to hear you were dissatisfied with our services. Quality customer service and doing business with honesty and integrity are extremely important to us. We take COVID and other illnesses very seriously. Based on our information, our team was notified of your family's illness almost a week after it was discovered, resulting in the late-notice reschedule fee.
Although you left a text message to our move specialist on Sunday, November 27th in regards to the positive covid case(s) in your household, understand that she didnt review her text messages until the following morning. Therefore, when our crews arrived at your residence on Monday, November the 28th, rescheduling your move was the only option at that point as we cannot put our crews in jeopardy of being exposed to the virus. Because of this inconvenience for everyone, we managed to reschedule your move within a week with five crew members.
Again, we apologize for this inconvenience.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.