Complaints

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• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 3/14/2024 Amount paid: $1,618 What the business committed to provide me: moving services. The overall commitments were and remain vague Nature of dispute:1. Overuse of packing supplies: the company charged me $288 for packing supplies when my husband had already packed our belongings and furniture.2. Over staffing - advertisements clearly stated $99 per hour for a crew of two men (its written on the side of Adept Movings trucks, so this isnt in dispute). We were charged $154 per hour and my husband still had to continue moving things off their truck for them.3. Extreme time delays - we were charged for the 3 man crews breaks, lunch ($55 at subway), totaling 9 hours at $154 per hour. 4. Has the business attempted to resolve the situation? They offered me a $200 discount after I pointed these issues and failings out to them. No further remuneration has been offered.5. Account number - no account number was provided, but I have a transaction number for the bill: 10501273-6334 6. Does the issue involve advertising? Yes. They falsely advertised a rate that was 36% lower than what I was charged. Had they charged us correctly and done their jobs as advertised, the bill would have been $891. Instead they charged us $1,818 and provided a $200 discount ($1,618 total).I would like help resolving this billing dispute with Adept Moving and reclaiming the $727 over charge.

  Business Response

  Date: 03/21/2024

  To whom it may concern,
  We appreciate the opportunity to address customers concerns and provide clarification regarding the complaint. We value every customer and take all feedback seriously. We always strive to resolve any issues promptly and effectively.
  Packing supplies: the only way to protect customers furniture from scratches and damages, as well as to ensure that no damage is done to the property, where the move takes place, is to pack furniture in moving pads (moving blankets) and then shrink-wrap it. Packing and wrapping material (i.e. boxes, tape, shrink-wrap, etc.) is not free, except for wardrobe boxes and moving blankets, which we take back when the move is completed. Our ******* is the only person authorized to make decisions on what furniture need to be disassembled and how to pack the furniture (all the moves are insured).
  Rates: the rate for $99 an hour goes for two movers cash price usually such crews are recommended for a small move (like a studio or a small 1 bedroom). The customer was confirmed to proceed with three movers based on the amount of furniture and decided to pay with card: rate for three movers for Monday through Thursday: $139/hour (cash) or $154/hour (credit/debit card).
  The moving time depends on various reasons: quantity of *************** needed to assemble and disassemble furniture, quantity of smaller items (boxes, bags, plats etc.),distance from place of loading to the truck, etc. Because of such reasons we cannot be responsible if time of moving takes more time than the customer anticipates.Be advised that all breaks are deducted from total.
  All those points are clearly stated on our contract that is signed before the move starts.
  We understand customers frustration and our goal is to provide exceptional service to each and every customer, thus, we provided a discount of $200 during the move, that was agreed and accepted by a customer over the phone.
  We apologize if there was any confusion or miscommunication regarding the moving process. We always take further steps and analyze every move to train our moving crews accordingly so the move will take less time in future.
  Taking all the abovementioned details into account, we would like to offer another discount of $220 for the moving services.
  Thank you for bringing these concerns to our attention, and we appreciate the opportunity to address them.
  Sincerely,
  Adept Moving