ComplaintsforFresh Start Movers

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Fresh Start Movers to help me move and I expected it to take three-four hours, as my previous move to the 640 square foot space took three hours with me and two movers from another company. It took 6 1/2 hours and I had two other friends helping me as well as the two movers from Fresh Start Movers. They did not disassemble the bedframe, or take other items down because they werent skilled and I was worried they would damage more. It was not worth it having them attempt to disassemble. They overcharged $175 an hour, and damage several pieces of my furniture and did not work quickly. The workers told me they needed to take a lunch break after all the moving items were packed in the truck. I assumed they would take about half an hour, they took over an hour. I was waiting along with my two friends helping me for the moving truck to show up. I had to call the owner to see where they were because I thought they mightve just taken all my belongings. The employees told me the owner pays them $18- $19 an hour and the movers worked like it. The moving services were not worth $175 an hour. I argued with the owner, ****, on the phone for 20 minutes after the move. He was gaslighting me and didnt offer any solution to the overcharging. He said he would send over claims paperwork for me, Ive emailed the company twice since the move and they have not sent me the claims paperwork. I feel like they will continue their poor business practices and steal money from others. This was the worst experience Ive ever had with a company before.

  

  Business response

  03/14/2022

  On February 21, 2022 at 10:14am our sales consultant did an over the phone estimate with Cat. All items get added to our moving software that she told were being moved along with an estimated amount of boxes that their would be the day of her move. Our professional system will then calculate the estimated amount of time, movers, trucks it will take to get her job done based off her inventory she described to us. 
  
  
  Our sales consultant then told Cat what her estimated amount of the move would cost which was $1,000-$1,200 and Cat said sounds great and wanted to book her move. Our sales consultant then emailed the estimate over with all of the information in it. Cat was aware of her estimate and hourly rated move which we texted her and emailed her the estimate for her records. I, *******************, did a confirmation call with Cat the evening before her move and sent her the estimate the morning before her move. 
  
  
  Via phone call the day before her move, I confirmed the amount of items being moved, she said all looks good just a few more boxes. Also, confirmed the address of pickup and estimated time of 5.5-6.5 hours for her move. She mentioned nothing to us and was aware of everything we discussed. 
  
  
  The movers arrived on time and started doing their job. About an hour into her move our driver notified us that she was adding misc items, picture frames, lamps, mirrors, etc. Our crew went above and beyond and still managed to complete her move within the original estimated time frame. When the truck was done being loaded, the movers told Cat they would be taking a lunch before they came to unload at your new house. I have a recorded lunch time of 47 minutes of a deduction on her **** the day of her move. The movers then went to the new address and started the unload. She coordinated with the guys what she wanted done, our movers did exactly what we said. Cat also had her friends their packing, unpacking last minute on the day of her move. Was not prepared. She also told the guys not to reassemble her bed, her friend that was their was going to do it. 
  
  
  During the move, a particle board dresser was damaged. When our movers went to pick it up from the bottom of the dresser the back corner piece fell off in his hand. Its unknown whether the dresser was damaged before or during the move. Technically, particle board is not covered at all in mover insurance because of the lack of durability in particle board items. When this happened our movers immediately told Cat what happened and apologized,  Cat then stated dont worry about it, its not a big deal.  
  
  
  We felt bad as a company and apologized and wanted to make it right for her. Going above and beyond the .60 cent per pound article she had chosen for her move.
  
  
   I asked Cat to send me photos of the dresser during our phone call (never received a photo) and even offered to take the time myself to come by and take a look at it and replace the dresser out of our own pocket. Cat stated to me over the phone thats not good enough, its not even worth it. I offered over the phone to replace the piece but she denied my offer. 
  
  
  $18-$19 per hour is the standard rate for Movers to make in the moving business. They also receive daily tips, mover bonus points, other incentives, company events and are well taken care of. We highly value our employees, theyre great guys! We wouldnt be where were today without them. 
  
  
  The move came to an end and it was time to accept payment. The original estimate that Cat agreed on was for 5.5-6.5 hours $1000-$1200. The movers finished the move in 6.5 hours which included a deduction of a 47 minute lunch break and the total **** came to $1,182.50. We charged Cat exactly how we charge all our clients; loading time (when the movers arrive our customer signs us in on our iPad) travel time, unloading time (customer signs us out on iPad) and a gas charge for the moving truck. We actually came in right on her original estimate even after moving additional items and boxes that we did not expect to move. Our guys did an awesome job! 
  
  
  Cat called me around 3:15pm, this was the first time I heard from her all day addressing any concerns about time or the **** or the movers. She was not happy about the **** because she expected to pay only 3 hours because her previous move took that long. Even though she was aware of her estimate and booked her move with us three weeks in advance. Every move is different, stairs, more furniture, is the customer prepared to move, etc that can play a factor in the overall cost/time of a move.
  
  
  During our phone call, I was trying to understand why she was upset and once she didnt receive the 3.5 hour discount I realized we couldnt come to an agreement even after offering to replace her dresser for a brand new one. I tried to understand why she was upset when we came in spot on her original estimate. She wanted to use our services for 6.5 hours and only pay for 3 hours. If she knew her estimate was for 5.5-6.5 hours prior to her move date why would she book her move with us if she only could/wanted to pay for 3 hours? 
  
  
  Again, I offered to come by her house to look at the damaged dresser and offered to replace it for her. Were all about doing the right thing for our customers. We set up a time to meet at 5pm the same day of her move. I called 20 minutes before to confirm that she was home and left a message and never heard from Cat. Still havent received any photos, phone call, text, or emails. 
  
  
  We also have no record of emails from Cat asking for insurance information to make a claim. We can grant ****** to BBB to confirm this if needed. This complaint and bad review on ******** is the first time we have heard back from her since her move. We also have all of our phone calls with Cat recorded to confirm that all information above is true and accurate if BBB needs them.  
  
  
  This is also the first time we have ever had to deal with a customer who added more items to their move, we where spot on the original estimate and our customer was not satisfied and tried to not pay the ****. 
  
  
   We are confused as a company who did an excellent job for our customer and came in right on her original estimate which was agreed upon between both parties prior to booking her move. Were a top rated company here in Santa **** and take pride in the service we offer to our community. 
  
  
  Were willing to refund Cat 1.5 hours of time if that is what she wants so we can dispute this and also remove her negative review from ******** because it states multiple untrue statements. 
  
  
  At the end of the day we just want her to be happy with us. 

  Customer response

  03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Thank you,
  
  Cat Senet

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩