ComplaintsforRock's Moving Company

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Service: August 23, 2023 ***************** Start Time 9:00 AM EDT Actual 9:30 AM EDT Service: Professional loading of furniture & some boxes onto trailer.. All furniture components dis-assembled in advance. Customer supplied furniture blankets and straps as instructed by Rock's Moving Company. In addition, customer purchased furniture wrap just in case they didn't show up with it. Rock's Moving Company started loading the initial material on their truck instead of the more obvious empty trailer. Luckily, this mistake was caught early so double handling was minimized. After some discussions, the crew indicated they do this all the time and know how to load and protect the furniture appropriately. Unfortunately, this turned out not to be the case as there was inconsistency with some items furniture items getting wrapped properly with a blanket and others either not being wrapped at all or only with the plastic furniture wrap. Rock's Moving Company did not wrap the two end tables, the two tables (formal dining room table and kitchen table) and leaves or nightstands with anything but some items were wrapped as you would expect so there was a lot of inconsistency. Due to the combination of having unprotected furniture and the fact that each tier wasn't strapped, this created an unsafe unloading situation and damage to various pieces of furniture from items shifting due to lack of adequate strapping. I paid a premium for this company over others on hireahelper.com and other sites to avoid this type of situation but as I learned at the end of the job this crew had never loaded this type of trailer previously since they were unfamiliar with the trailers bulkhead. I reach out to the owner of Rock's moving to provide some input and as I felt some type of adjustment should be offered but their immediate response was that based on their T&C's they have no responsibility. Basically, this indicates Rock's will randomly decide what to protect & load it how they decide.

  

  Business response

  10/04/2023

  Dear ******,
  
  We loaded a trailer for this client on 8/24/23, we were contacted two weeks later with complaints of damages to belongings.  Our contract states Rocks Moving shall not be responsible for loss or damage after delivery has been made to the customers storage facility or loaded into the customers transport vehicle (s). Once a trailer is loaded we have no idea if the person driving it (not us) had to slam on the breaks at some point during transportation or hit a curb or had some other type of roadway hazard cross their path which would shift the load causing damage. Also we have no idea who attempted to unload the trailer and if they are responsible for the damages. There could be many other things that could have occurred during the two week period as well.

   

  Thank you.

  Customer response

  10/06/2023

   
  Complaint: 20626388
  
  I am rejecting this response because:

  The business didn't address the real issue(s) which was the suppliers lack of properly strapping the tiers and lack of wrapping furniture consistently so their lack of addressing the real issues indicates they aren't disputing my claim of an inferior service. Instead, they are referencing a contract that would be considered unconscionable if challenged. Basically, their position is they can load a customer's belongings how they decide and protect the items they randomly determine and take no culpability.

  As far as their deflection to the unloading crew causing damage, the unloading crew caused no additional damage and the duration of time is really insignificant as trailers and/or containers take time to get from point A to B. In regard to transportation, wood furniture not protected "at all" and placed in random locations  and combined with the lack of strapping of tiers meant this never had a chance regardless of transportation method. The supplier can't dispute they provided a crew that had never loaded this type of trailer and don't understand the protocols for loading for longer distances since this company doesn't have to adhere to ***** and FMCSA regulations since they only move things inside *******.
  

  In addition, the supplier exceeded their estimated time by 60% but that was not an issue if the quality would have been there.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We contracted with Rocks to move us from St Pete to Largo. We gave them our listed items and told them our location and logistics. We were given an estimate of roughly $900 the actual bill came in at nearly $2200. The driver admitted we left 3 pieces off of the move . The only difference being the 3 furniture items we left were replaced with 3 wardrobe boxes. We believe the crew arrived to the pickup fatigued from their earlier pickup and they struggled in loading the truck. At one point it appeared they had to unload items under the canopy and reload. The guys worked hard but as the consumer this move cost more than double my estimate. I had other movers estimate this job and they were all 900-1100. We have attempted to resolve this directly but we have had no success.

  

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/04/29) */ We charge by the hour which we are extremely clear about from the get go. We state this verbally and we send two emails which state that we charge by the hour and that our estimate could be more or less. These customers were well aware of how this move was going on move day and still let us work all day (this move took 12 hours). I find it interesting that this client states that he received quotes from other companies which were $900-1,100 which is comparable to the quote we gave. I'm sure all these companies charge by the hour also. This shows the list of items to move was not accurate. There are a few reasons this move was more than the quote. First is that the customer had much more than they told us they had. Second, this was actually two separate moves and at one of the locations the elevator was broken and we had to carry everything up to the third floor rather than use an elevator (this is not something we were made aware of until we arrived). Our movers were also given the wrong address to the unload location by the customer which added time to the clock. The customer admits the men worked hard. They are very experienced. No other company could have done the work any faster. Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Several factual errors... 1) Furniture items were left at first stop. The only odds were 3 wardrobe boxes of clothes. 2) The lead of crew told us our list of items was correct and noted verbally that we left 3 items. 3) They were told prior to that there was no rlevator for the second location and they were taking items down not up ... keep the facts straight. 4) At the first move, it was obvious items got off loaded and reloaded for some unknown reason. 5) We told them we could have up to 30 boxes per location. 6) We were upfront and forthright about every item. 7) We used Rocks because of the second person moving had used Rocks twice before and knew their process and walked each room listing the items for the move. 8) The address is correct on the paperwork ... it is not my fault they entered it into GPS wrong. 9) This was two separate moves and the bill should not have included travel time from first drop off to second pick up. Separate households and separate moves. 10) The estimate cannot be defended they missed by more than double. IT WAS NOT OUR ERROR OR MISLEADING ABOUT ITEMS. It was known it was by hour and the reason we intended to be as forthright aand honest as possible ... which is not something that can be said for Rocks reply. 11) Had this been 300 or 400 dollars I would not have said a word... but there was no deceit on our end and there is obviously no effort being shown by Rocks to make this right. Business Response /* (4000, 9, 2022/05/16) */ ******** ****** is the name of the person who called and got the original estimate (her name is on the contract, she signed the contract on move day), she booked the job. She is who we sent a confirmation email to confirming pricing, date and our business practices; she is also a previous customer of ours she is aware of how we price. On the move we did for her in 2019 our estimate was off by 33%. She understood we charge by the hour so there was no issue - and that time we beat the estimate. In my opinion this is an issue that should be settled between ******** ****** and ******* ****. This was two separate moves combined into one. ******* **** moved from one location to another and then we went to ******** ****** location and loaded up her belongings and moved her to her new location. In this case the customers wanted to have both moves on the same bill (to save money because there would be one hour of travel time instead of two) which means we would start the clock when we arrived at the very first location (******* ***** pick up) and then stop the clock once we unloaded ******** ****** belongings at her new place. This took a total of 11.75 hours and then we add one hour for what we call travel time (or service charge). ******* states (in point number nine) "this was two separate moves and the bill should not have included travel time from first drop off to second pickup". I feel that this is a case of poor communication between the two customers. These customers were well aware of how the move was going on move day and still let our movers continue to work (knowing we charge by the hour) ******* admits in his first email "the guys worked hard". This move took so much longer then we estimated because the list of items we received from ******** ****** was not accurate. The driver said the list was "not even close". The customers had much more then we were made aware of before we arrived and one of the elevators was broken (we were not made aware of this at the time the estimate was given as ******* **** claims). Also our driver went over the address with ******* before heading over to his new location, at that time ******* agreed we had the correct address so we left it at that. All of our customers are charged the same hourly rate. We have been in business for 24 years and have a long standing history of excellent service and customer satisfaction. We turn down jobs daily because we are too busy. We are not in the business of lying to or misleading customers.

*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. ↩