ComplaintsforMoving Proz

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 15th I used this company to help with a move from one location to another. I was provided with movers/employees who were less than capable of completing a move. This included an issue where the company failed to equip them with proper tools to disassemble items which are included in the move. I was billed for the time it took for them to collect these tools (incorrectly) only based on the employees record not on my communication with the customer service agent I was connected with the handle issues. This agent was only responsive via text not over the phone or in any other form of communication. I was later billed for the services which included several other issues which I was unable to document with my customer service agent. Again - seeking discussion with the agent in person to detail terms was unavailable. As a customer, I made known I would not pay any additional amount until I have spoken to the agent and was in disagreement with the quoted amount they were estimating. Instead my credit card was charged for an inflated amount. Again, no communication once I tried to connect with customer service agents. Also attempted to contact via instagram (the modern customer service channel) and was blocked within minutes. Upon further review of the negative reviews against this company I am realizing the patterns are almost identical and that is a trend of an unfair practice which penalizes customers. These practices should be investigated deeply.

  Customer response

  11/15/2023

  This is documentation of just a few of our interactions promising communication. To note, I have not spoken to this agent yet I was charged. They falsely billed me for the work done for man hours and refuse to acknowledge. 

  

  Business response

  11/22/2023

  8/1/2023 ************************* reached out to Moving Proz via phone to request an estimate for moving services.  ******* noted that he would be moving on 9/15/2023 from the origin address of *************************************************************************** to the destination address of ***********************************************************************. ******* spoke with Moving Consultant (MC) **********, who then followed that conversation up by sending ******* the estimate to review and electronically sign. I have attached the signed estimate, contract, invoice and other supporting documents.  

  ************************* went through the online customer portal, reviewed and signed the estimate and went through the process of paying his deposit to secure services. During this booking process the customer is asked for their card number to pay the deposit and they are advised that this card will remain on file for billing purposes. The customer must agree to the card being stored on file for billing in order to exit the process, so there is no missing the notification. I have attached a sample booking process that the customer goes through. The contract is clear that the payment for moving is due at the end of each completed day.  In this case, this was a one day move and the balance was due on 9/15/2023.

  On the day of the move the crew arrived at the origin address, loaded everything that was listed in the pre move inventory and delivered it to the destination address.  On the contract you will note that the customer signed that all items had been moved to his satisfaction.  Customer hereby accepts completion of loading. Customer has inspected the entire premises at the completion of loading and agrees that all items to be moved have been loaded onto the truck and all requests have been completed to the customer's satisfaction. **************** signed this area of the contract on 9/15/2023 at 2:11pm.
  **************** became upset with the crew as they worked that day, berating them verbally. He told the crew they were doing things wrong. He said they were inexperienced. He was upset that the team didnt have a specific tool they needed. Both **************** and the crew reached out to Moving Proz Operations team and one crew member went to get the necessary tool and return.  During the time the one crew member was gone, the remaining crew members continued to work.  **************** criticized the crew, the time they took, the methods they used. Even though this was a crew that had no previous complaints we understood that **************** was unhappy, and we told him we would work with him, and we have attempted to do so.

  **************** spoke with our customer service team via phone on the day of the move three times.  **************** emailed and text our **************** manager multiple times the day of the move and in the weeks after.  We agreed to review and discuss with **************** what a fair credit would be for his dissatisfaction.  When we attempted to have that conversation, **************** refused to pay anything other than his $100 deposit.  However, since all items had been moved as contracted Moving Proz instead offered a credit of $332 off of labor.  **************** refused that credit and began to post multiple negative reviews about our company, filed this BBB complaint, and began to message us on all social media platforms demanding more.  **************** stated that he wouldnt work with us on the balance and that he would notify his bank that they shouldnt pay for the valid services rendered.  Accounting charged the card on file for Mr. ******* move, and we have remained open to discussing with him a fair credit settlement however he has continued to tell us on multiple occasions that he would only pay the $100.00 deposit and he was unwilling to discuss a fair resolution.  

  Moving Proz has offered **************** a credit of $450.00 of his total bill.  I have attached a copy of his invoice.  This credit offer represents a little more than 45% of the entire move and encompasses any concerns about time, labor and damages that the customer has presented.

  The customer noted that he had damage to one item. While the crew didnt recall breaking this item, Moving Proz offered to cover the item with the protection plan that the customer chose for his move.  In the estimate and contract, you will note several places where the customer can choose the level of protection for their items.  **************** chose the Release Value Plan. That plan is at no additional cost and covers damages at .60/lb.  The dresser is listed in the pre-move inventory at 210 lbs.  A damage claim for that item comes to $126.00. You can find this information in the signed estimate and inventory list attached and signed off on in several places in the attached signed contract.  The signed agreements, emails and texts we have with **************** informed him of his options and all relevant policies and procedures.  

  Here are some relevant passages from the attached signed legal documents:

  ******* was reminded in the email that contained the estimate on 8/18/2023 that Any remaining balances are due at the end of each service day, before the movers leave.  

  The estimate notes that The below charges are an ESTIMATE ONLY. The overall cost of your move is based on the amount of time the move takes (number of movers x number of hours). Therefore, the final amount may be different from your estimate.  This was an area on the 2nd page of the agreement, this area was initiated by ******* on 8/21/23 at 11:28am.  I have attached his invoice showing he was billed as contractually agreed upon.
  Under pricing on page 4 of the customer agreement notes: HOURLY ESTIMATES: Our hourly estimates are charged on a per-man, per-hour basis. Under no circumstances are estimated costs, whether via telephone or on site, intended as a guarantee of the total costs for completed work. Time starts at the origin address and ends once the labor is completed at the destination.

  DISASSEMBLY & REASSEMBLY: We offer disassembly and reassembly at no extra charge. Customers will continue to be billed at the agreed-upon hourly rate. Movers have the standard of bringing a basic hand tool set. Our movers do not bring power tools. If any power tools or specific tools are necessary, the customer is responsible for the disassembly of the items prior to the move. This service does not extend to dismounting/mounting of TVs. It is the customer's responsibility to prepare TVs to be moved prior to the crew's arrival.

  Payment, page 4
  PAYMENT DUE DATE: Total charges must be paid to the lead mover at the end of each day of services unless other arrangements are made with us when the work was scheduled prior to the move date. Customers that are unable to provide payment upon completion of move or customers that have set up a billing arrangement before their move have ten days to provide full payment. Cashier's checks or pre-approved business checks should be mailed to: (*************************************************************). 3. LATE PAYMENTS: If payment is not received in full after the initial ten days after the date of service: For invoices up to $1000.00: the customer will be billed an additional $100.00 per day up to ten days, a maximum of $1000.00. For invoices in excess of $1000.00: the customer will be billed an additional $100.00 per day up to nine days, totaling $900.00. The twentieth day of non-payment will incur a fee equal to the invoice total less $900, bringing the total fees equal to the cost of the final invoice. After twenty days of non-payment, the customer will be taken to small claims court, and/or the debt will be turned over to a collection agency. 

  Moving Proz has attempted to address Mr. ******* concerns in full and offered a generous credit to resolve.  **************** has rejected this credit offer as of the time of this writing. 
  

  
  

  Customer response

  12/01/2023

   
  Complaint: 20875150
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mcstephen ******

  I had a move with this company which they sent 3 unqualified movers to my address. 2 who had never worked as movers until my move. Now this caused great concern and many issues in which I was very calm but at a certain point was frustrated and concerned that I was going to be financially penalized for a situation. The customer service agent (who I have never talked to on the phone, only through the filter of the moving crew) acknowledged all issues inlcuding damage to my equipment and delays in service. Again, I attempted to communicate directly but was never given the opportunities. At the end of the move they acknowledged wrong doing and a dedication to address this properly 1:1 via phone with the agent. The agent gave several reasons as to their unavailability and never followed up until 2 months later requesting payment for the incorrect amount and offering a discount from the overinflated amount. I stayed from the beginning I dont agree with that amount and they cant offer to demand payment on incorrect amounts and say I refuse to pay until I have the opportunity to actually present why the number and set of facts are incorrect. Instead the company now claims I was the attacker to the agent (never spoken to) and the actual movers (who were begging me not to report their behavior/mistakes).
  

  at the end of the move the movers profusely apologized to me for their issues which resulted in them having to cancel their day of moves from my understanding. I did not want to sign or pay until I had an opportunity to discuss all of the given concerns.

  - which included movers not working (I documented one worker playing video games on his phone, 2 movers taking smoke breaks through the move, 1 mover touring my home and using my bathrooms) I would estimate there was over an hour of time where the movers were not actually working. At a few points there were ***** minute windows in which no worker was in sight of my one bedroom apartment.

  - the claim that the movers didnt see the damage is concerning considering it was damaged because one of them was pushing the item in front of my eyes. The lead manager was standing there as well. All 3 of us witnessed the action that resulted in the damage. Which I immediately said lets report immediately.

  - during the downtime for the assembly workers did not keep working. Not sure how else to document something that did not happen.

  - assembly - I did not berate them or demand power tools. But simple disassembly of a bed frame is part of a move and takes 5 minutes. Which I helped in this process when they eventually had the tools (not 30 minutes later.it took an hour. I also had to advise the mover on the best location and fastest way to get there because he was unaware of what to do.

  - tools - we asked about tools at the begginjng of the move. They were on the line with another driver who was in plans to bring tools to our location as we moved through progress. But after a few calls they realized this would not happen. But I had to check in on the status and this was only handled at the end of the move

  - delivery - delivery did not start on time. As soon as we arrived at the location they had another mechanical issue in which they could not unlatch the vehicle straps to start making the unload. This went on for 20 minutes. Again not documented by workers but communicated by me via text. 

  
  This company refuses to dialogue but will immediately respond to reviews online (even before responding to outgoing emails) with incorrect set of facts to defend themselves. This is a pattern of behavior from this organization.

  my attempts to handle with an agent who is said to just be the person who delivers messages stated that I should make an offer for what I think is fair but that he knows that they will not accept anything that what they offered. Again - voice recordings on there end will document this.

  my documentation also shows I was not the one making myself unavailable to communication. Each time I was promised resolution in the next 24 hours for which I was available. There were no attempts ever made until I received an email warning me what they would be charging me. 
  

  emails with owners to have additional discussion or find more appropriate channels to discussion have been ignored.

  

  Business response

  12/11/2023

  **************** states that he hasnt been able to communicate with us as a company. This is not factual. Moving Proz has a year-round **************** and Claims team that has several members, all of which have the same authority as the female employee that **************** began to single out. While originally ****** had reached out to **************** the day of the move in the text messages that he shared, she had reached out on behalf of the company and any agent has been able to assist **************** from the beginning. Our customer service department is open Monday- Friday from 9am CST to 5pm CST and ***** and ***** are two of our teammates that assist in the department, both have spoken to **************** when he has called in and when they have called out attempting to resolve. I have attached those call records showing lengthy calls with our team.  

  Per the contract (previously submitted) Mr. ******* move should have been automatically billed at the end of the day.  

  Payment, page 4
  PAYMENT DUE DATE: Total charges must be paid to the lead mover at the end of each day of services unless other arrangements are made with us when the work was scheduled prior to the move date. Customers that are unable to provide payment upon completion of move or customers that have set up a billing arrangement before their move have ten days to provide full payment. Cashier's checks or pre-approved business checks should be mailed to: (*************************************************************). 3. LATE PAYMENTS: If payment is not received in full after the initial ten days after the date of service: For invoices up to $1000.00: the customer will be billed an additional $100.00 per day up to ten days, a maximum of $1000.00. For invoices in excess of $1000.00: the customer will be billed an additional $100.00 per day up to nine days, totaling $900.00. The twentieth day of non-payment will incur a fee equal to the invoice total less $900, bringing the total fees equal to the cost of the final invoice. After twenty days of non-payment, the customer will be taken to small claims court, and/or the debt will be turned over to a collection agency. 

  However, we didnt automatically bill **************** because we understood that he had concerns and we wanted to work with him. We also never charged him any late fees. Our team had reached out to **************** with no answer.  We needed to resolve the outstanding balance with ****************, and we wanted to offer a discount off those services.  ****** reached out to **************** with our initial credit offer.  As you can see in his reply he stated, I don't owe a single cent from this absolutely horrible move. It was not Mr. ******* intention to work with us on a fair resolution as he and I had discussed.  Our credit offer has been increased over time to what is our current and final offer of 45% of his move.  **************** replied to ******* emails and demanded that she personally call him immediately that day.  She wasnt able to alter her schedule to call **************** immediately but ***** called him immediately to discuss. **************** again stated to ***** that he refused to pay anything over the $100.00 deposit. By the time ****** was out of her meeting **************** had spoken to our customer service team via phone (These communication records are attached). However, **************** continued to demand that ****** personally call him. No one agent was assigned to **************** and all team members were aware of the situation and our goal was to see what **************** felt was fair and work towards a resolution as evidenced by our credit offer.  **************** has spoken to ***** and ***** via phone.  **************** has spoken to ****** in text and email communications. **************** has refused to work towards a fair resolution instead he continues to demand that he pays nothing more than the $100.00 deposit. On the day of the move the crew arrived at the origin address, loaded everything that was listed in the pre move inventory and delivered it to the destination address. On the contract you will note that the customer signed that all items had been moved to his satisfaction. Customer hereby accepts completion of loading. Customer has inspected the entire premises at the completion of loading and agrees that all items to be moved have been loaded onto the truck and all requests have been completed to the customer's satisfaction. **************** signed this area of the contract on 9/15/2023 at 2:11pm.  Due to the fact that services were rendered Moving Proz does not believe that **************** paying for the $100.00 deposit only is a fair resolution.  I have attached some samples of our conversations and communications with **************** including call records and emails.  

  Customer response

  12/13/2023

   
  Complaint: 20875150
  
  I am rejecting this response because: These are continued false accusations from this company. Never, did I make any accusations about this employee as a female...considering I had no knowledge of this. I have never even spoken to the employee over the phone. It is also simply untrue that they contacted me with no response. If this were true, I would be more concerned about their implications about me or my race. They asked to set up a time to call  (over the phone, again cited as a promise) in which I gave my availability and still never received this communication. They did not charge late fees, because they knew they never contacted me to resolve or even prioirtize the communication....this is why they cannot claim this was due. I was fully available to communicate. Customers are not responsible to make contact for billing, companies are. I cannot prove inaccuracies or false narratives created by this company. My rejections were 100% in response to the fact that I was promised a contact from the agent themself and I mentioned this several times. The person ******* spoke to stated simply "they would never give me any other offers in addition to the original offer or change even if i made another offer that was more appropriate" They can prove this in the recordings of the conversations. This company is trying to target me as an individual, with no acknowledgement of their personal resposbility or customer service. Please see other reviews from customers which claim they have threatened them with collections over similar disputes. My $100 deposit was a deposit. I DID NOT state I did not owe this company any more money and even if a customer is upset and frustrated with customer service, this does not allow for the company to react without proper due dilligence.
  
  Sincerely,
  
  Mcstephen ******

  Customer response

  12/13/2023

  Can I make an edit to this response. My ultimate complaint is about the moving experience in addition to the following customer service experience. This client is making me respond to issues that are not as a result of the original issues. 

  Customer response

  12/13/2023

  I apologize for my constant communication. I have one more follow up that is clear in their response that needs to be acknowledged. They recognized they made issues (only a fraction of issues based on on their input solely) and they made an offer to charge me for this amount. Although I disagreed with this amount, I disagreed because I needed further discussion about why this amount is still not fair. When I rejected this offer (which is not an offer, it is the amount they are acknowledging in their mistakes including damage to my furniture) They decided to charge me in total for everything included wrongful billing errors and with no reimbursement of the damage to my furniture. This is what fundamentally spurred my complaint. They decided to charge an amount they knew was incorrect, acknowledged was incorrect, and without warning and are using my inquiries and responses to paint me as a customer who refused to pay for anything. Every email I sent also included emails to the owner of the company which I'm not sure is actually a separate individual in order to avoid communicating with representatives who were unable to help me. 

  This should also note that the damage they are stating I am accusing of them was not seen my the employees. It happened in front of me while watching the movers and warning them that additional steps would result in damage, in which it did. This was the initial moment I asked them to start communications with the moving manager so that my issues could be documented on their end from my perspective. An opportunity I still never had.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Moving Proz was contracted to move us from Our Home on ****** Way to our new home. In the process of moving our furniture the hardwood floor was scratched. We included floor protection in our contract. This nearly cost us the sale on our home. I have sent the repair costs over to Moving Proz and they are refusing to cover the cost to repair the damage caused by the movers.

  

  Business response

  09/07/2023

  ************************* booked Moving Proz for a move on 8/22/2023. I have attached his signed estimate, and his signed contract. During the move the Moving Proz Crew messaged the Operations team with a picture of a scratch on the flooring. The crew stated that they had wrapped a couch and the couch had no legs. The crew didnt believe they had scratched the flooring but let our team know the customer said we caused the scratch. The crew did note that there was a chip in the front porch that likely happened when we sat something heavy down. I reached out to Surface Experts and got a quote for both repairs to be completed. Since the quote was reasonable, I agreed to both repairs. Repairs were completed on 8/29/2023 by Surface Experts. I have attached the before and after pictures Surface Experts sent us at the conclusion of the work. In our signed agreement with *****, on pages 6 -8, we cover General Liability and Damage information. I have copied that information here as well as attached those documents. Moving Proz has fulfilled our contractual obligations by having the repairs completed.

  Customer response

  09/12/2023

   
  Complaint: 20543529
  
  I am rejecting this response because: Moving Proz is liable for the damages because they failed to protect my floor after I purchases Floor Protection. Their staff failed to use the protection during the move. This cost me $6400.00 to have the floor refinished.
  
  Sincerely,
  
  *************************

  

  Business response

  09/29/2023

  Moving Proz did pay to have repairs completed on the flooring. As noted previously, we have attached the before and after photos sent to us by the contractor. The photos also include ones sent by the customer. The repairs were completed in accordance with the signed agreement we have with the customer. This agreement was signed on 7/21/23, weeks before the move. Our contractors reported to us that the customer wanted to have a full refinish of the flooring, which is not covered in our agreement. Page 8 of our agreement with the customer notes is attached. ********************** has reviewed and closed this claim.

  Customer response

  09/30/2023

   
  Complaint: 20543529
  
  I am rejecting this response because:
  The repairs were never completed by any company paid by Moving Proz. Repair cost out of my pocket was $6400. They didnt use floor protection that my invoice shows and therefore are responsible for repair.
  Sincerely,
  
  *************************

• Initial Complaint

  11/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received an estimate for $2700. This was obtained by an agent on FaceTime that was walked through our home. We went to great lengths to ensure we were properly packed and that anything we purchased after the estimate was transported separately in our vehicles. The feedback from the team that arrived was how fast and easy the move would be because of how well packed we were. Throughout the day, 3 of the 5 people we were paying at any given time stood around on their phones and talking. They took many bathroom and rest breaks and requested water, tissues and phone chargers from us. When they were already up against the time estimate, the supervisor called to tell us they would go over time. I indicated this was unacceptable based on everything wed experienced. No reason was given for the time overage, but when I asked the crew lead he admitted it was because he hadnt managed the teams time well and also because theyd had a change in the make up of their team mid day. At no time was it indicated that anything was due to our actions. After I wrote a 1-star ****** review, the company publicly indicated we had more than the inventory indicated. This is 100% false. Ive indicated I will not pay more than the estimate for these reasons and the company has declined to make it right, so I am disputing the charge through my credit company and notifying you. I refused to sign the final charge and they charged me anyhow using my previous signatures obtained throughout the day. The total charged was over $3200, an over bill of more than $500.

  

  Business response

  12/05/2022

  This is the response to complaint ID #********. On November 1, 2022 *************************** was moved by Moving Proz. A virtual estimate was done by our Move Consultant, however, there are times when we are unable to see everything and the customer adds additional inventory the day of the move. During this move, the customer did request from our Crew Lead that he not move anything and "supervise" the rest of the crew. This is not how we typically operate and all crew members, including the Crew Lead, were instructed to move and work as usual. Regarding breaks, our movers did clock a 1 hour break which was removed from the billable time, any and all breaks are not paid for by the customer. In the Estimate, signed by *************************** on October 3, 2022, it states "The below charges are an ESTIMATE ONLY. The overall cost of your move is based on the amount of time the move takes (number of movers x number of hours). Therefore, the final amount may be different than your estimate." This estimate was 5 movers for 7.5 hours, approximately **** man hours. The final time was 3 movers for 9 hours 15 minutes, 1 mover for 9 hours, 1 mover for 6 hours, and 1 mover for 3 hours, approximately ***** man hours. On move ************************** did sign a "Job Extensions & ******************** Services" section on our contract. The portions signed were "I have requested that Moving Proz LLC move additional inventory that was not included on my original move order." and "I have requested additional service time from my movers." This was signed on November 1, 2022 at 6:37pm. At the end of the move, the customer did sign the final portion, "Customer Accepts Delivery of Shipment" at ******. We did attempt to reach out to the customer in regards to her complaint and offered a settlement of $300.00 for the complaints she had about the crew. This is, approximately 1 hour 30 minutes back for 3 movers.The customer did decline this offer on November 9, 2022.
  
  I have attached both the estimate and the moving contract to this email. Please let me know if any additional information is needed.
  
  ***************************
  

  
  

  Customer response

  12/06/2022

   
  Complaint: 18395391
  
  I am rejecting this response because:
  
  The retelling of events from the business is factually inaccurate. We never once requested that the lead not work. We did agree with his self-assessment at the end of the night when we asked what went so wrong and he told us he was a new leader and just wanted to do it himself and didnt realize his team had been standing around for much of the day. The narrative thats retroactively being told of us having added furniture the day of is just false, theres not another way to say it, we literally added nothing from the time of the estimate. Aside from that, if this was true, why did no one tell us that a single time the entire move day? Rather, they told us the opposite: how well packed we were and how easy and fast this move would be.

  Since the original complaint, we have found additional damage to our furniture. *************************** as a representative of the company has declined to honor the insurance we paid for making up restrictions that dont exist in the paperwork we were originally sent. The most recent reason shes given is the partial credit card dispute for the overcharge which has nothing to do with our broken furniture or the fraudulent insurance they are selling.

  
  
  

  Sincerely,
  
  ***************************

  

  Business response

  12/10/2022

  First things first, to be clear we don't sell insurance. We sell valuation. Please refer to page 8 of signed contract. Customer did not submit claims within defined claims submission window per signed contract. Moving Proz attempted to work with customer but customer declined. Per signed contract, "Invoices must be paid in full prior to submitting a claim, or the claim will not be processed." Chargeback to credit card company is the equivalent of an unpaid balance as customer has forcefully taken back their funds. Therefore, claim can not be processed. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Long story short, the movers forgot to include insurance on our bill despite us asking about it several times, and when several items were damaged in the move, they are now refusing to pay a reasonable amount to cover the damages.Our move date was split over two days, October *****, 2022. On both days, we were asked the local crew that arrived if the insurance coverage had been included, and on both days we were assured that yes, it had been. But we did not receive an itemized bill until the completion of the move, so there was no way to know that the coverage had not been included.Moving Proz is telling us that because coverage was not actually included, they can only pay about $240 to cover a damaged headboard, a damaged patio table, a stained sofa, and more. These items have a replacement value of thousands of dollars, not hundreds.I have exhausted my efforts to resolve this with the company directly; I will be contesting the charge on my credit card next.

  

  Business response

  12/01/2022

  This is the response to complaint ID#********. On October 21, 2022 ***************************** had the first part of her move. She was notified of all valuation options and the timeframes for those options prior to the move. The customer did not request valuation until 3:42pm approximately 13 minutes before her move ended. Unfortunately, we are unable to add valuation once the move has begun, which the customer was notified of. We did, however, try to work with the customer and offer above the contractual obligation of Released Valuation and that offer was denied. Moving Proz did also offer to reach out to a repair vendor regarding the damages, however the customer had already disputed charges with their bank before we could get an estimate regarding repairs.

  Customer response

  12/13/2022

   
  Complaint: 18345272
  
  I am rejecting this response because:

  We were informed by the agent we spoke to on the phone to setup the move that we could elect or change our insurance option up to and including the day of the move. When the movers arrived on site on Friday, 10/21/2022, they requested that we sign some paperwork before they got started. We informed the movers on site before signing anything that we would like to elect insurance coverage and they assured us that it was included in the documents we were asked to sign. Our text message back to the sales agent at 3:42pm was supposed to be a courtesy to let the agent know that we had added coverage.

  I assume that the movers in the field and the sales agents just don't communicate at all; that must be why the movers arrived to pack our kitchen and did not have packing supplies on their truck and also why on the second day of our move, they arrived with the wrong truck that did not have our possessions on board! That is my mistake for assuming that any two people at Moving Proz communicate with each other.

  ******** at Moving Proz did reach out to me later via email to let me know that that she was looking into estimates for repairs, but she never followed up or provided any estimates. Because Moving Proz was not willing to work with us to reach an agreeable solution, we moved forward with a charge dispute with our credit card company. In the absence of any response from Moving Proz, **************** voided the entire charge.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 19, 2022, I was to use this moving company for a local move. When I decided to use their services, they required me to go online and complete a contract, and pay a deposit. ( deposit doc attached). I paid this fee, thus expecting them to complete the services for me. On move day, they decided to CANCEL their services of moving me. The reason that they gave was that, " I continually called one of the movers by an incorrect name, thus offending this mover. As a result of my offense, the drivers got back in the moving truck and left. They informed me that someone from the office would be contacting **** had to call the office myself to find out what was going on. That is when the customer service agent informed me of my offending one of the movers by not calling him by his proper name, thus the reason for the cancellation. I informed the customer service agent that I had not cancelled the move, they did. When I called my credit union to ensure they did not get paid for a service they did not perform, I was informed that they had taken an additional $ 3.15.00 or so from my checking account. This was on top of the $167.00 deposit fee which I had already paid. I later went into my email to find an email from Moving Proz informing me of the s $532.35 same day cancellation fee that they just took out of my bank account. (Cancellation email including fee attached). I did contact my credit union again and filed a dispute about this. On Sept 27th, I found $ ****** had been put back into my checking account from the dispute that my bank conducted. However, that still leaves $ ****** that this company still has of my money for a service they did not perform. I would like your assistance in getting the remainder of my money put back into my checking account from this business. Thank you,*************************

  

  Business response

  10/07/2022

  ****** Contracted us to move her on 9/19. Upon arrival, ****** was being disrespectful and rude to the one non-white member of the crew. All 3 crew members and our ops manager confirmed. 

  She then asked to ride in our truck, which we are not legally allowed to do. At this point, she became disrespectful to the entire crew. She demanded that we not start her billable time as she failed to coordinate her new apartment move in time correctly. 

  At this point, we did invoke our right to refuse service.

  Per the terms, SIGNED and agreed to by ******:

  Moving Day Protocols #**

  REFUSAL OF SERVICE: Moving Proz LLC has the right to refuse partial or complete service for the following but not limited to: rodents, insects, debris, trash, urine/feces, any condition that is hazardous or a health risk to our movers, illegal activity, overall uncleanliness of the property, or abusive or disrespectful treatment of the movers by any person on the premises. Movers have the right to document these liabilities or hazards in the form of photographs and/or video and share this with administration. In the event of a cancellation due to these circumstances, the customer will be charged a same day cancellation fee as noted above.

  Cancellation and Rescheduling #2

  SAME DAY CANCELLATION AND RESCHEDULING: If the customer chooses to cancel or reschedule a move on the scheduled move date, the customer will be charged the remaining job minimum or 50% of the estimated move total, whichever is greater. Notice given after 5p the day before your scheduled move are considered to be same-day

  Moving Day Protocols #5

  START TIME: The move start time will begin when the movers arrive.

  Moving Day Protocols #9

  MOVE PREPAREDNESS: Should a customers job be delayed/extended due to a fault of the customer, including but not limited to: not fully packed, unprepared to move, customer not available, etc., the customer will be responsible for paying for the full move, including the duration of the delay. Moving Proz LLC also reserves the right to cancel or reschedule the move, and the customer will be charged a same day cancellation/rescheduling fee as noted above.

  Final Term Statement:

  I agree to the aforementioned penalties and fees associated with cancellation and rescheduling. Should a cancellation or rescheduling fee be incurred, I authorize Moving Proz LLC to process this transaction on my credit card. Charges for services rendered will be processed on the credit card on file at the endof the move in the absence of an alternate form of payment. I waive my right to dispute any charges with my credit card company or to request a chargeback, except in the case of a clerical error. By signing this contract, I verify that I have read, understand, and agree completely with all of the above Contracted Terms and Conditions for this move. I further verify the accuracy of the move order (contact information, origin and destination addresses, etc.), and I agree to the rates of
  service listed above. My signature below authorizes Moving Proz LLC to provide exclusive moving services.

   

  After the move, ****** spoke with a customer service representative who explicitly stated that we do not tolerate racist behavior or rude treatment of our team. ****** did not deny her actions. She simply tried to make excuses. 

   

  As our truck was reserved for her, mileage and gas were utilized, crew time was owed to the crew, ****** was charged a same day cancellation fee in accordance with the terms which she signed agreement to. Failure to pay the cancellation fee is theft. 

  Customer response

  10/17/2022

   
  Complaint: 18141605
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  
  

  Also, BBB, I have learned that my Bank issued me a tentative $311.00 into my account until their investigation is complete.So, the $311.00 was NOT returned by this company as I first thought, therefore,I am seeking the full return of the $532.00 from Moving Proz, so that I can repay the $311.00 that my bank issued to my account. I have spoken to my bank regarding this today, October 17^th.

  Note. I have informed my bank of my dispute that I have filed with BBB in email communications on October 4^th,2022. *This response will be forwarded to my banks dispute department as well.  

  Alliant Credit Union Claim Number: CLDBT71327 for $311.42 on  [MOVING PROZ]

  Payment Disputes

   

  p: ************ f:************

  ***********************************

  11545 **************************, *******, **. 60666

  alliantcreditunion.org | blog

*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. ↩