ComplaintsforMUV America, LLC

• Initial Complaint

  09/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 5, 2021 Muv dispatched movers to my place of residence. Prior to the arrival of the MUV movers, I received a phone call from the movers at 8:07 AM stating they were on the way to start my move. Unfortunately prior to this call, when I scheduled the move, I was informed that I there was an 8-10 AM window when they would arrive. When the movers called I informed them that I wasn't expecting them until 9:00 AM. They told me that was fine and that they would arrive around 9:30. Around 9: 22 AM I received a phone call from the movers, asking for my location. They were given an incorrect address from the sales representative (Logan). I went back to look at the signed documents and only the unit number of my address was listed. I gave them my address and they arrived shortly after the call. They arrived and moved my belongings. The move was almost complete before I was informed that I would be charged from 8:00- 9:00 (services were not performed). I was told to contact the office

  

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/17) */ The initial order for service was placed on a recorded line in which we advised the customer that the arrival window is from 8AM-10AM and billing begins upon our arrival. The customer was not ready for us at our slated arrival time in which billing begins. These terms are also outlined on the signed quote/order for service. (attached) The origin and destination details were also reiterated verbally to the customer on the recorded call in which the customer acknowledges that we have the correct addresses. The address information is also on the quote/order for service which was signed prior to service. This customer continues to make false allegations against us which contradicts conversations outlined on our recorded call. We take defamation very seriously. As such, a formal Cease & Desist was mailed and signed for on Monday, September 13, 2021. There will be no further correspondence from our office with regard to this matter.

• Initial Complaint

  09/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *8/28 move date scheduled for 8am-10 am slot *Called the night prior to warn the crew would be late - Was discussed a third crew member would be added for quicker process due to lateness *Crew did not arrive until 4:46 - Almost 7 hours late *No third crew member was provided *1 bedroom apartment with mattress/box spring, couch and chair, dining table, coffee table, TV stand, and some boxes *Took 5 hours for minimal furniture move *Did not finish until 10 PM - Had to rearrange multiple commitments due to the all day process *Movers left mirror in truck and had to come back and deliver 2 days later *Emailed management to address concerns with no acknowledgment. Follow up email regarding missing mirror addressed but very short. Third email regarding 1st email with concerns about experience received no response. *Overall cost almost $1400 for a 1 bedroom apt move that was 7 hours late. Charged $159/hr for crew members and $349 for truck/travel fee. Was also charged for supplies

  

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/07) */ Due to a sudden staff shortage as a precaution relating to COVID-19, we asked the customer if we could switch their appointment to an open ended arrival time versus having to cancel. This call was made the day prior to service, and the customer stated that was they were fine with the change and did not express any concerns. With open ended arrivals, customers are not promised any set time for arrival; therefore we were not 'late." This was also discussed on the call, which was recorded for documentation purposes. As for billing, the industry average labor time for one bedroom apartments is 3-5 hours. The duration of active labor was 4 hours and 11 minutes + 49 minutes of drive/travel time between the origin and destination to total 5 hours. This aligns with industry averages. In addition to labor and travel charges, the customer was charged $27.96 for supplies to include mattress covers and tape. Supplies are not included, and this was outlined on the signed initial quote/order for service. Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not asked if I could switch appointment to "open ended arrival time." I was told they had another move that had to be completed prior to my original slot which was from 8 am to 10 am and the moving crew would be there when they could. An open ended arrival time was not the verbiage used to discuss the case before, this will be on recorded call. I am not sure what time slot is available before this if any, therefore believe my move was bumped because of call outs NOT as a COVID-19 precaution. Again, also on the documented call, the third mover that was discussed would be provided for quicker service due to the later time frame was not provided, making my move an all day process. Customers should be made aware of what to expect when there is an "open ended arrival time" as I was flexible enough for the move to be a little late but was not made aware it would not take place until 7 hours later than original scheduled time. A billing adjustment should be made to compensate for the third mover that was discussed but not provided that would've cut down on the 4 hour and 11 minute moving time. I am led to believe that the third mover did not agree to work beforehand so a false promise was made and when asked did not want to pick up that extra time. Please do not blame staffing management on Covid -19 precautions as this was far too last minute for this to have been caused by pre-planned precautions. There was also a missing item in which I had to make myself available yet again for drop off on a different day. It was a very unfairly priced, poorly managed move from a moving service. Had this move been more efficient and made the move not stressful for the customer as it is supposed to be, I believe the pricing was fair, this was not the case. In addition, my concerns to management that were sent shortly after the move were never addressed, or explained to me further, they were simply ignored. Furthermore, if there were sudden staffing shortages, there should not have been an extra crew member promised and this should have been communicated to the customer prior to the date of the move, not the night before at 7 pm so other arrangements could have been made. There were multiple inconveniences caused that should be rectified with a billing adjustment for some sort of customer satisfaction from the business. Business Response /* (4000, 9, 2021/09/17) */ The customer was informed that they would be receiving an open ended arrival instead of the 8 AM to 10 AM window. On the recorded call, the customer states, "Okay, that works." The open ended arrival was explained that after the crew finished their first job, they would then head to the customers location. The customer needs to understand that we are a service based business. We provide labor which comes from people. We do not sell products; therefore we cannot simply create additional inventory. We only send trained, professional movers so we do not hire or seek out additional help from day-labor or staffing services. This customer continues to make false allegations against us which we do not take lightly. The recorded call contradicts the customer's previous response. An official Cease and Desist was mailed to the customer and signed for on Monday, September 13, 2021. There will be no further correspondence from us at this point.

*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. ↩