ComplaintsforPeninsula Cleaning and Moving Services

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Peninsula Pack & Move to pick up my sofa and ottoman and move it to another location. They were hired to do the same job months ago and this time they sent a young boy who was not able to lift it up. The same job they did months ago now took them over three hours to remove the one sofa item from the home and they needed the assistance of one of my tenants on site to even be able to lift it. Then they wanted to charge me for the time their employee couldn't lift it up. Then when they arrived late at the location, they were too late and missed the tenant. I was in work after they departed and when I got out of work to find out if they completed the job they decided to keep the furniture of mine and now will not return it to me. They were not authorized to steal my furniture. I hired them to do a job and they decided to keep and steal furniture they were not authorized to steal. They now have the furniture and now they will not give it back.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/08) */ This whole situation with this person has been an entire nightmare. We have made a police report with the Santa Cruz police already to prove we have nothing to take from anyone and never stole anything ever at all. the Santa Cruz Police Department is aware of the whole situation. We take being accused of stealing anything very seriously and have no problem at all reaching out to the authorities for assistance in any situation that is brought up like this. We have been in business since 1997 and have never dealt with anyone like this ever. Our family takes great pride in assisting our customers with moves and we won't let this go until Justice is served. In reference to incident number ***** with officer ******* badge #*** and upon investigation the police department has informed us that we have done everything we can to resolve this problem professionally and this person conducted herself in an unprofessional manner. We have video recording as well as text messages that prove we never stole anything. This person called for assistance with a move and their landlord had informed us that he had done some kind of work to the door frame because of some damage to the door at one time that made the door entry more slender which required us to bring down the sofa over the edge of the balcony in which her landlord assisted us with doing so, not a tenant, she is the tenant. That's what took us much longer than expected. Try bringing a sofa over the edge without damaging it, it's not that easy. We then began transport from Santa Cruz to San Jose which is already about a 45 minute drive depending on traffic. Upon arrival to the destination we were given the wrong address which we also have proof of by booking text But we did not know that at first because we could not get in contact with her nor the person we were delivering to at all for about an hour and a half. We stood helpless without any contact from either party but we still stood in hopes of a phone call or text back being that we where completely stuck with not knowing what to do. We where just trying to deliver so we could get paid and go home. We finally got a text back from this person only to be told that she already sent the information by text to where we needed to deliver and instructions on person of contact and delivery and she was in a meeting and could not answer her phone or call us until after 4pm, which never happened, but when we tried to discuss with her that the address was wrong and we could not locate where to deliver and the person of contact was not answering, she ignored us and left us hanging. We finally got a phone call by the person at destination about another 45 minutes later. Finding out it was her mother. Her mother was very upset an apologetic explaining that she never knew of any delivery of anything whatsoever and did not want the sofa at her house being that her house was not only small but she did not like nor want nor know anything of the sofa her daughter was pushing on her. She also explained she's been having much problems with her daughter. That is when we found out that it was her mother and she was the daughter, not a tenant, as she states. We felt so bad for the older lady being that she explained that she was so sorry and she felt so bad for the whole situation that we told her don't worry about it and that we were not going to charge the mother at all and we were just going to let it go and leave your he sofa she said to please take it cause she didn't want it. It's really sad that someone like this would put their mother in a situation like this of not knowing what's going on and then leave her mother out with a bill and not have any intentions of paying us for any services at all. At the end of the day we felt no good deed goes untold, so we did not charge this lady so she signed and agreed that she had no interest in the sofa and to go on ahead and dispose of the sofa. When I sent the text as well as a copy of what her mother wrote , which I did not have to do, but I did it anyways, she responded late at night almost 9 o'clock, hours later after the fact, even after she said that she was going to be reachable after 4 PM may I add, A (WHAT? she then responded at 4 o'clock in the morning ,which is very unprofessional, demanding that we not toss the sofa and that we were going to have serious problems since we were stealing which I explained to her we were not. As the police officer stated, the contract was under the mothers name and the mother by law was supposed to receive this gift which by law becomes her property in which she decided not to keep and decided to refuse the sofa and not want any thing to do with the sofa and therefore she not only wrote a letter to state that she did not want the sofa and that she was giving it to us to freely dispose of. It was in the mothers entire right to do what she felt with the sofa as she pleased in which the officer also agreed. At the end of the day we were threatened that she was going to call the police and make a report, in which we did and she never did? we were told no report was ever made at all and that we were the first that they heard of this. We did everything we could even though we never got paid at all to do what was right. Instead we're treated like felons when we were just trying to help and had good intentions from the beginning to do so. At the end of the day there's always two sides of a story, but the truth always comes out. If it were I and someone stole something from me I would've immediately contacted the police department and made a report so justice was served but this person did not do so because they know the truth. Again officer ******* badge number *** with the Santa Cruz Police Department incident number ***** Is our proof that we never did nor try to do anything shady in any way to this person and we are honest and hard-working. Our family cares for our customers and loves our business and always gives the best we possibly can no matter what. We would never treat anyone the way we are being treated by this person nor would we ever try to hurt a small locally owned and operated buisness like this for our own personal gain. It's wrong and cruel. There is a reason why we have been in buisness since 1997. Honest work by a hard working family.

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