ComplaintsforWest Coast Moving Systems, Inc

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally hired West Coast Moving Systems back in August and due to the terrible experience I had, I posted a review to Yelp. After I posted my negative 1-star review about my horrible experience, the business owner sent me two emails apologizing and even stating that they were considering firing the person I mentioned in my review. In the second email, the owner offered a partial refund of my move in the amount of $770, which I accepted. He then said that unless I removed my review he would not give me the refund. He also, at several points, insinuated that I am hurting not only the "good family men that [they] employ" but also their "wives and kids". It is completely absurd and inappropriate to make such suggestions once, but he continued to suggest this in every email he sent back (my original review didn't even mention the moving men or their families). I informed the owner that trying to bribe someone is inappropriate for a business and is definitely against Yelp and the *** guidelines and policies. He has yet to respond. Upon going back at some other reviews I noticed that other reviewers mention the owner reaching out and offering a "refund" in exchange for either taking down the original review or updating the original review to say 5 stars; because the reviewer changes the star rating, the original 1-star review is no longer considered in their overall rating, indicating a huge motivation for them to bribe reviewers. I am reporting this to BBB to investigate further but also so I can receive the refund the owner so clearly offered to me and then rescinded when I wouldn't change my review.

  

  Business response

  01/19/2023

  Customer service and customer satisfaction are among our core values here at WCMS. We will go to great lengths to satisfy our customers. After completing an internal investigation unfortunately we couldnt come to terms on an agreement to ******************************* claims. On 8/8/22 we sent our estimator ML to perform a free onsite visual estimate at ********s home for a move on Saturday 8/13/22. ML concluded that ******** had a 5-7 hour move for a 4 man team or about **** lbs of goods to be moved with approximately 30 stairs. Not To Exceed 8 hours. ******** agreed to the estimate and signed our online contract. The day before the move we called ******** to confirm a morning start. At that ********************** tells our operation team that she will no longer agree to the terms of the agreement. ******** gets hysterical as she begins threatening us and crying when we tell her its not a problem we can either change her move day to an off peak day lowering her rate from Saturday moving or take her off the schedule completely wishing her well with another company. Next ***** her Mom calls us and apologizes to us for ********* behavior. She assures us ******** will not slander us online and she agrees that the move will be paid for so we proceed with the services. Our men completed the move in 5.5 hours as we tracked the truck on the job for that exact time. The bill was paid and the men were tipped an additional $250.00. Fast forward 5 months to Christmas Eve and this negative review is posted. Admittedly, we offered ******** $770.00 to resolve this complaint but she preferred to continue threatening our company so at this time we have chosen to close the file and move forward into the new year..

  Customer response

  01/20/2023

   
  Complaint: 18835142
  
  I am rejecting this response because:

   

  In the emails that are attached to my initial complaint you can see very clearly that I did accept the $770 refund. Here is the exact conversation:
  
  
  [owner] says:
  I just wanted to check in and see if you received my last email? We have decided to move forward and put *** our operation manager through a customer service course. We feel with additional training he will do better moving forward. I want you to know we take these claims very seriously. We are sorry and we are doing everything in our power to make sure these types of things do not happen again. We would like to offer you a 2 hour refund or $520. Plus we would be willing to refund the money you and your mom spent on tips as well. Based on our notes you or your mom tipped the men $250 it that works for you? Would that cover the broken
  dishes
  Would you be willing to forgive us for $770?
  
  
  I respond:
  Hello [owner]
  Apologies for the delay in mv response. I appreciate how serious you are taking m experience/review. I can tell that you really do want to make the situation right and have already taken stews to ensure it doesn't happen again. I would be extremely grateful for the refund of $770
  Again, thank you for listening to my experience and concerns and for doing what you can to make it right
  
  
  [owner] responds:
  Thank you for your understanding. I can refund the card on file or we can send out a check. What would you prefer?
  would you be willing to take down the review so we can keep our men working?
  
  
  I respond:
  Hi [owner],
  A refund to the card on file would be great!
  Thank you and happy holidays
  
  
  [owner] responds:
  I want to make sure you are willing to forgive us for our short comings. B accepting this refund will that be enough for you to take down the review?
  Like I SaId before negative reviews only hurt the men here that depend on these moves daily to support their familles
  understand you were upset at *** and we have addressed that
  Please don't punish the men any longer.
  
  
  After this, I realized that he was only offering me $770 in exchange for me taking down my review, since I had already, in multiple emails, accepted his refund and thanked him for taking the situation seriously. It was at this time I informed him that what he was suggesting was bribery and was against both Yelp and FTC guidelines and Yelp requires consumers to report this behavior, which I would do, if that is the road he wants to go down. In my email I also say that I would not report him for bribery if he actually did give me the refund, but with no strings attached, since in that case it would be considered an actual refund and not a bribe. HE is the one who declined the refund. I also want to point out that HE reached out to ME after I posted my review. Why would I not accept a $770 refund after the owner apologized and said they put an employee through training based on my experience? The answer is that I did accept it and will still accept the refund that was offered. I never once declined the refund and welcome the owner to show me where exactly I rejected it, if that is what he believes. I will still accept the refund, as I did over email, but I will state it here again.
  
  Sincerely,
  
  **********************

  

  Business response

  01/20/2023

  We completed the move per the contract. We didn't charge the customer more than the contract would allow for.   All monies have been earned.  We told the customer how much the move would cost before we agreed to do the move.  Our paperwork is in very good order.  She signed our online contract as well as our move day paper contract that stated the exact cost of the move before we moved it.  In what world do we live in where the customer will order services.  The vendor will complete the services.  And then the customer wants their money back because she thinks she is entitled to it.  Our only regret is we didn't cancel this move when ******** decided the day before the move she didn't want to pay to have her stuff moved.  All of this non sense would have been avoided.

   

  There will be no refunds.

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