ComplaintsforHelping Hands Moving LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  DATE OF service: 5/11/2024 Because there is a length limit I have to make this short, but know that there was a lot more than what I am can write here. The company was a nightmare from start to finish! This was the worst moving experience I've ever had and Ive moved a lot during my time in the military. These guys showed up unprepared and ended up being veeeerrryyy unprofessional. When I asked the guys to (do what they came to do) they answered: Wear shoe coverings - No Assemble the furniture - No Take the dressers upstairs - No Remove/unwrap the furniture No Handle my things with care - No Finish the job - No Common human curtesy and respect? NO! LIKE A FROG IN A POT OF BOILING WATER.If I had known everything from the start, I would not have let them start the job!First it was the shoe covers, I cave and allow it, Then it was no assembly even though it was in the contract. Then the dressers, didnt bring straps for heavy items because they said they sold the truck and the straps got left in that truck... some weird story clearly a lie. Then the mattress gets dirty, I mean, it was one thing after another! And then finally, after they left and I started sorting things I saw that my upholstered rocking chair was dirtied also, with black handprints it the spots they were holding them! Ive had to hire other movers to finish what I hired Helping Hands Moving LLC / ****** for so it cost me DOUBLE!This doesnt even include the cleaning Ive had to do of the walls and the white upholstered reclining chair which needs to be professionally cleaned now bc it has dirty hand prints on its sides. ****** SUGGESTED I USE A MAGIC ERASER TO CLEAN THE UPHOLSTERED CHAIR. YES THAT IS WHAT THE MEN SUGGESTED, A MAGIC ERASER ON FABRIC! UNREAL!!! Job was left unfinished, Furniture was dirtied, I was insulted and yelled at, I ended up out $400 and still had to hire other movers $300 additional to finish the job bc he would not send men here to finish the job.

  Business response

  05/29/2024

  We were contacted by the client to unload 4 containers son 5/11/2024. The quote was 2 men for 2 hours of labor to be $350. The two men arrived on the agreed upon time, unloaded the 4 containers within the 2 hours. They were unable to lift 2 (estimated 300lb) dressers up the stairs and were informed by the client that the drawers could not be removed. (That is often required for heavy furniture). These 2 items were not mentioned, otherwise, additional men would have been quoted. We removed $75 from the bill and the client paid $275 for the inconvenience. She also tipped the crew. 

  Image 5949 is a photo of a quote from HIRE A HELPER, not Helping Hands Moving. That is a 3rd party broker. You can see at the top of the image that it states THIS IS A QUOTE and was not booked via Hire A Helper so all of the highlighted notes in that email (regarding requesting assembly, materials needed for the job, etc,) were never sent to us, as the job was never booked via the 3rd party company. It should also be noted that the pricing for 3rd party companies varies due to fees, taxes, etc. Therefore, the quote at the bottom of that image was never quoted from Helping  Hands Moving, it was quoted via Hire a Helper to SUBCONTRACT Helping Hands Moving. Again, the client did not book through the site nor did those requests come through to us. 

  Helping Hands Moving does not assemble items unless we took them apart or the service is requested upon booking. This was never 

  Regarding any damages, this job was completed several days ago. In all of the conversations and ****** Review left on Monday, there was zero mention of damages, only dirt marks on the white item (hence the $75 discount). There was an alternative crew hired to assemble and take the heavy items upstairs, so since damages were not reported upon completion, we cannot be liable or responsible as other movers were in the home moving around the heavy furniture. 

  Regarding 5926 - that image is of a damaged storage container which seems to have been LOADED improperly - Helping Hands did not load any of the 4 containers. 

  The crew was also instructed to unwrap several items outside of the home, which is highly advised against due to the risk of dirt/damage, however, the client insisted. Still, she received a discount. 

  Unfortunately, this seems to be a communication error on the client's part. The client mistakenly communicated/received a quote with a 3rd party broker (Hire a Helper) and then ultimately booked directly with Helping Hands Moving. It was assumed that the contents (heavy items), scope (assembly) and requested materials were communicated with us, but they were not. 

  This client has already received a $75 discount as shown on the signed contract (Image 5935), so they have already been compensated. In the future, it's important for clients to understand the difference between communicating with a Moving Broker and directly with a mover. Prices, policies, liabilities and other important move aspects can vary. 

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