ComplaintsforWolley Movers, Inc.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called them for a last minute move and was told they could do it. I told them EXACTLY what I needed moved; a dresser with a mirror attached, an armoire, a bedframe, and 2 small nighstands. I was given a quote of $400 for a 2man crew and a job of 3hrs. I said great, this is exactly what I had in mind. Crew shows up, sits in their car for 30min and charges me for that. They get in the house and tell them they have to seran wrap everything. I tell them no, but blanket wrap. They seran wrap the furniture anyways and charge me $20 extra for each item they wrapped. They then tell me they need to add a 3rd guy because the armoire is too heavy. I told them I was given a quote of a 2 man crew not 3man. They tell me they can't do the job without the 3rd guy. I say ok, fine then. THEY THEN LEAVE THE ARMOIRE because it's too heavy but charge me for the 3rd guy anyways!! They get to the drop off location and they tell me again they have to charge me extra because my storage unit is too far from the entrance so they have to charge me an extra $75. On top of that I have no idea where the nails for my furniture are. The crew lead the entire time is just standing around and watching his guys work. They never sent me the contract like they did. I called again asking for it still don't have the contract. I sign the paperwork at the END of the move not at the beginning. The total move which I was originally quoted for $400 went up to $720 and they refuse to give me a breakdown of the cost! I want a refund of $320 since I was originally quoted for $400 only!

  Business response

  02/22/2022

  Whom it may concern,

   

  We received a call from ******** a day before to move simple 4 pieces of furnitures. We very not explained that this furniture is antiques, unique and very heavy for two men to move it. Once the movers arrived, ******** was not there and we learn that this Good afternoon,

   

  We received a call from ******** to move simple 4 pieces of furniture. The estimate was given based on description she provided. Once the movers arrived at the location they learned that furniture is from a estate sale. The movers were told by the House owners to wait outside till the crowd from the estate sale clear. So the movers were not allowed in the house till they were given permission that took more than 30 mins.  Once movers saw the furniture they informed ******** that three men are need to move these heavy item (over the phone since she wasnt there). Once they got the approval from ******** they went right to work. All the furniture had to be carefully dismantled and wrapped which took time. As they tried to move the armoire the hallway was too narrow. The house owner told the movers that this armoire was totally assembled in the room and they will have to totally disassemble the armoire which required a company who specializes in this work and movers are trained this this field. Once determined that it had to be totally totally disabled, movers informed ******** of the situation and she instructed them to leave the armoire behind. The drive from pickup (Lake Zurich) to ******* took about an hour which was on her time. 
  

  Most of the furniture had little damages and was 16 years old. The movers took pictures before they moved it so we would not accused of damaging her furniture. The movers went over 90 mins from the estimate given due to circumstances which was not our fault. We also charged her for wrapping supplies which was explained and emailed was sent to her upon booking her move. We also waived a long carry charges which was $75 as a courtesy.  
  

  Last, she received a contract at the end because she wasnt there at the pick up location. And everything was verified with her over the phone before any of the work was performed. If she had any issues or disagreements she had a option to cancel her move. Again, the movers explained everything steps by steps to her before her moved began and she agreed to everything. And now she is upset about the situation which wasnt movers fault.

  Customer response

  02/23/2022

   
  Complaint: 16789277
  
  I am rejecting this response because:

  Your response is contradictory. The armoire required a specialized team to disassemble? No it did not since your team was able to dissemble the rest of the furniture. Your mover told me the third man was SPECIFIACALLY for the armoire because it was heavy, but the armoire was left behind. I was told that the armoire can be dissembled by your team but they would have to charge me. I said no, because at this point more and more unnecessary charged were being added. I NEVER RECEIVED THE CONTRACT. It is 2/23/2022 and there is no contract in my inbox. I had to hire a different moving company who was able to move the armoire just fine. I asked the movers for a detailed invoice of why my **** was $716 ( i rounded up to $720 since I couldn't get change) and was never given that. The entire time my items were being unloaded only 2 of your men were working. When I reached out to the estate sale representatives, they let me know the same thing, 2 men were dissembling the furniture and moving it. Why was I charged for a 3rd guy if he wasn't used? I was also told that my $50 deposit would go towards the final price of the move, I don't know if it did since I was never given an invoice or a contract! I don't know where the nails for the furniture are. 

  I may not have been there, but your company forgets that there are others watching them work. The movers weren't allowed in the house? This is false. They were. Your movers and the short man with the glasses specifically told me that the reason they didn't go into the house was because there were too many people so they waited in their truck. Only 10 people are allowed inside the house at a period of time excluding movers. Your men decided on their own to sit and wait in their truck and charge me for the time they did nothing. No one, not a single person from your company has emailed me anything! Not a contract, not a reply, not a thank you, not a hello, NOTHING! I called twice to let your company know I have not received the contract, and each time I was told they sent the contract. I don't have the contract because it was never sent to me.

  You put me in an impossible spot to cancel a move. When I called your company initially to schedule this move, I told them exactly what I needed moved. Exactly. Bed frame (excluding mattress), 2 nightstands, a dresser with mirror, and an armoire. I told them exactly! That is why I was given the moving quote I was given. I am being told I should've cancelled, you would have charged me 2 hours already! I am not blaming your movers, I am blaming your company for the fraudulent charges they added when I was originally given a quote of $400. That $400 jumped to $716 for what reason? Like I said originally, I want a refund of the extra $300 that was overcharged.

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

  Business response

  02/25/2022

  The contract was given to ******** when she made the payments to the movers.  The $50 deposit was deducted from the **** which shows in the receipt.  As a courtesy we are willing to refund for the 3rd guy ($90), which we are not obligated.  Please let us know if you have any questions or like to settle a refund for the 3rd guy?

  Customer response

  03/01/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wolley Movers move me the broke my washing machine and totes in the move contact the office ****** who answers the phone said they will not fix it then I went to do any review on their Website she said the they will not fix it to have my lawyer call them

  Business response

  12/31/2021

  We moved this dryer and it was not dropped or mishandled. As our contract states Wolley movers are not responsible for any mechanical or electrical functions of any item unless there is a Negligence on our part.  She read and sighed the contract before the move began. Based on our insurance this claim will not be honor.  Again, everything is written in the contract she sighed and agreed before the move began and if she didnt agree with anything she had a option to cancel her move.

  Customer response

  01/03/2022

   
  Complaint: 16413585
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Monday , Dec 6th my sisters called them and they wanted $50.00 down to reserve a spot to move on Dec 10th. My sister paid the $50.00 for me. When they moved me on friday the 10th i gave him 4 $100.00 bills and the rest in $20s for $500.00 Later i remembered that my sister had paid the downpayment. so i called them back to get the refund for $50.00. When i called they said i didn&#**;t pay the $500.00 but i told them i had the receipt and i was looking to get the $50.00 down payment that my sister had paid. Lady said there was no refunds and hung up on me today. my sister will have bank statement which shows she used her debit card to pay my downpayment for this transaction. We would like the $50.00 back

  Business response

  01/11/2022

  We are not sure what is the complain about?  We moved ************************* and deposit was definitely taken off the ****.  Please see the signed contract from the customer.  The total **** was $495, minus $50 deposit, he paid $445.  Again, not sure where is the confusion or dispute?  Plus sister is asking for the refund not ***** who was our actual customer.  

   

   

• Initial Complaint

  09/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We contacted wolley movers on August 31 and we had a 70 inch television that was damaged. I filed a claim saturday that week because I havent opened the tv due to the fact that we were busy moving that week. I filed a claim with the company and they acknowledged it but kept on stalling about whats going to happen next. They tried telling me that they are going to call me back but wont ever hear from them unless I will call first.

  Business response

  09/15/2021

  We moved this customer on August 31th and the customer checked all his items after the job done and signed "Shipment was received in apparent good condition".  It's our policy to inform all our customers to make sure to inspect all items after the job is completed.  Once they inspect it the items also they sign " everything delivered is in good condition", which customer signed.  The customer called us 5 days later and claimed the tv has some lines appearing in middle of the tv.  We didn't drop the tv and it was properly wrapped during the move.  And once delivered the tv was also unwrapped and again there was no damage.  

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