ComplaintsforThe Movers-McKee Movers

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 27th, 2024 we Hired the Movers to move 12-items. They sent 2- small men to move the 12- largest items in our home. It took them 3-hours to load the 12-items. (even though my husband had already broken down the beds before they arrived). We paid an extra $250.00 to have them move a Gun Safe. They quickly realized, they would not be able to move it. Then it took them 45-minutes to Drive 12-miles to our new home. Then the owner refunded $101.00 of our $250.00, but refuses to refund the balance of $149.00 I have called over 8 times in the last 30-days, sent 1-email and still have not heard from the owner or received our refund for the balance of the safe. They also caused damage at both properties, during the move.

  Business response

  08/06/2024

  To whom it may concern,

  Originally we had the estimate at 4.5 hrs and 1 hr travel fee. However, the estimate that was settled on was our 4 hr minimum with  1 hr travel fee. We charge by the hour in 15 minute increments. Days prior to the beginning of the job, I had realized that the gun safe was in the customer's basement and had ****** (our sales rep) call her and talk to her about the potential problem of 2 men not being able to get that gun safe out of the basement. She wanted us to move the 800 lb gun safe up a flight of stairs with 2 men. ****** had called her and asked her if she could do 3 men because it was doubtful that 2 would be able to get that gun safe out of the basement. She declined the 3rd man. On the day of the move, the 2 men tried to move that safe but were unsuccessful. Our total charges are as follows. 4hr 45 min @ 180/hr = 855. 1hr travel =180. Credit card fee for deposit made =2.97. Total charges = 1,037.97 When we were unsuccessful getting that safe up the stairs, we removed the charge for $250 immediately. The deposit made was 101.97. And the cashier's check was for 1048.03. The estimate given to her was 4hr @180= 720. 1hr travel= 180. gun safe= 250. Total of 1150. I can see how she would think that we are still charging for the gun safe. But we have explained to her repetitively that we are only charging for the time. When the fixed amount check of 1048.03 was given, I immediately refunded the balance due to her. 101.97 was refunded on her card immediately and Oscar the crew lead gave her $10.06 for the difference. 

  1150-1037.97= 112.03. 101.97+10.06= 112.03

  I want to work towards a resolution but she insists that we still owe her for the gun safe even though we did not charge her for that.

  Customer response

  08/07/2024

  This company is not being truthful, here is the list of items they were hired to move. 1-Couch 4-recliners, 2-beds, 1-dresser 2-chest of drawers, 1-desk 1-free standing chair =12 items and a Gun Safe. The 2-men they sent to move our 12- items took way to much time wrappings and moving the 12- items, there is no reason it should take 3-hours to load the 12 items. My husband had already disassembled both beds and then when they finally arrived at the new house they unloaded everything and put nothing back together as explained in there note of what was covered. The reason I declined the third man, is because only 2-men could fit in the stairway to get through to move the Safe, 2-men moved it in so I thought only 2-men could move it out. They still wasted time trying to move the safe when they knew when the arrived that they were not able to move the safe. It shouldn't be the customers responsibility to make the decision of how many people are required for the job. They took there sweet time moving us knowing it would in up costing more money to move our 12-items. Then I called at least 8-times to speak to the owner and he continued to ignore my call, the girls in the office ****** and ****** continued to lie to me and said they would refund our money and have the owner call me, but it never happened. If my husband hadn't broken down both beds it would have been much longer because the two men they sent were in no hurry at all, and in my opinion, they were not concerned with the time frame they were given to complete the job. This company was completely unprofessional and the public needs to understand what and who they are hiring. They continue to lie about what happened instead of telling the truth. and here is the worst part.. the owner tried to get the drivers to give back the $40 tip we gave them, so he wouldn't have to pay us back for the overage. I refused to take their tip money because that's just wrong, and it wasn't enough to cover what the owner owes us ($149).

  I have at least 6-wittnesses to what happen that day.

  12-items not 23 this owner is counting all the pieces of the beds.

   

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

  Business response

  08/30/2024

  Once again, I had submitted the inventory that we were contracted to move. Ottoman, wood bed frame, full mattress and box spring, wood bed frame, king mat/box, chest of drawers, dresser, chest of drawers, 6 kitchen chairs, kitchen table,buffet, 3 recliners, 1 sofa, desk, gun safe, and recliner. This is 23 items. Each item needed to be wrapped. We obliged to try to move the gun safe with 2 men even though we knew that we needed 3 because the customer wanted us to. I have broken down the math already in the previous response for the bill. Finally, I had instructed the crew lead to give $10 back because that is what was owed to her. The credit card processing system that we have does not allow us to refund more money than what we have collected. Since what was owed to her exceeded the deposit by $10.06, in order to immediately remedy the problem, I had instructed the crew lead to give her $10.06. I, obviously, would have reimbursed him for that. 

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 22, 2022 we hired THE MOVERS to move us. We had a quote for our move for 4 movers for 8 hours. 3 movers arrived with out any identification from THE MOVERS ( They showed up in a *****, Not wearing tshirts with company name as the website shows - no business cards etc). Infact, the lead mover showed us his card his name was ******* ******** from *** ****** * *******. He said that he was helping The movers. It was in poor business in my opinion that I was not told in advance that movers would be coming in a ***** vs. The Movers truck. ******* complained the entire day because he was told it would be an easy move and he wanted to get the ***** back by close. The main issue I want a refund for is regarding a misunderstanding regarding wardrobe boxes. I did not know that if they ask you how many you will have that meant you actually have them- I assumed they would bring them! Since that was not the case We ended up having to move several closets filled with all of our clothing and shoes etc. because they supposedly can't move if not properly boxed up. They also did NOT move several boxes out of our basement after multiple times of being told of what was to be moved. They damaged our furniture, our walls and STOLE 4 pairs of mens shoes. We filed a complaint and they turned it over to their insurance company but since we didn't take out a special type of insurance we will not be reimbursed for the damaged furniture . So they can damage our items, not do the work they were hired to do and get away with it and the main mover was rude and disrespectful. I called the owner of the business (**** *****) several times the day of the move and he never called me back. The next week I called and finally he called me back. I even told him that he had poor business to NOT call me back. once my check cleared his bank he has not returned any of my calls and now I believe has blocked my number. We are DUE a REFUND for hours of work that we had to do moving closets of clothes up and down stair cases that we did NOT plan on. WE paid THEM to do that but since they didn't have wardrobe boxes they would NOT move any clothing that wasn't boxed up. Which was funny because they OFFERED to move all the MENS GOLF SHOES that were in individual boxes NOT packed in big boxes which made it so easy for them to take the 4 expensive shoes. However, that is NOT what this complaint is about as we can't get any where on that issue. But we can get somewhere with the fact that we paid them to MOVE items that were NOT moved. We paid the movers over $2230 to move us. I have tried to resolve this with the owner **** ***** and he has NOT tried to make this right. They advertise they are a family owned business. I would NEVER treat anyone in my family this WAY! Please let me know what else you need. I sent a 17 page complaint with photo graphaphs and receipts of the stolen and damaged items and walls to **** in November. He did forward to his insurance company but like I said nothing is being resolved on those issues so the only thing that can be resolved is the actual payment for services we did not get.

  Business response

  01/03/2023

  It is very true that there are two sides to every story. On October 22, 2022, the office received multiple phone calls from the customer. Being a Saturday, it might have been a little difficult to reach someone. I, the owner, was on an airplane for most of the morning and early afternoon. Upon learning of the customer’s concerns from the sales team, I had the sales team address the issue with explanations. This is documented. The first issue that the customer brings up in this complaint is that of our company using a ****** truck. This truck is the same size as our company trucks, 26ft. They are not smaller. The reason for using the ****** truck is that our other trucks were on other jobs and one was in the shop for repairs. We did not have any trucks available to perform the move, but did not cancel the move last minute because I knew that a truck could easily be procured to perform the move. We were able to accommodate the move with a rental truck and had the proper moving materials and moving blankets on the truck as well. The customer became vitriolic to the moving crew upon learning that wardrobe boxes were not provided on the move. This was not fair of the customer to do this to the crew. There was a phone discussion between the sales rep and the customer about our company providing wardrobe boxes when we had provided the estimate originally; however, the sales rep received notification prior to the move from the customer to take these very same wardrobe boxes off of the estimate. That estimate was then signed by the customer. Additionally, the estimate outlines that it is a flat-rate estimate. It is based on the items to be moved and not hourly. It is incorrect that we billed for 4 men and 8hrs. We billed them at a flat rate. Although 3 men did perform the job, the job did go over 8hrs.  On our end, that does not affect the pricing because the estimate was a flat rate based on the amount of items to be moved.

  It was assumed that the customer would box their own clothes since they requested the charge associated with the company boxing the clothes to be removed. The request for removal of the wardrobe boxes was received from the customer via text message on September 23^rd.  On move day, there were no wardrobe boxes provided by the customer. Thus, to prevent the clothes from becoming wrinkled and dirty during transportation without covering, it was best not to move those items. The customer is due a refund of the charge for moving the 11 wardrobe boxes that were not there; however, we do not owe them for the extra effort that they went into moving the clothes on their own especially after they had sent the sales rep a text saying that they were planning on moving the clothes on their own anyways.

  Concerning the men’s attire, We had ¾ length sleeved uniforms and no short sleeved available. Because of the heat, I had allowed the men to wear their own short sleeve shirts instead of forcing them to wear the thicker cotton ¾ length sleeved shirts. The customer pressed one of the guys for identification and he did give her a card with his name on it. Because they were working out of a rental truck, they did not have the business cards with them. Business cards are kept in company trucks.

  The pricing presented to the customer and agreed upon by the customer never changed. Additionally, basic valuation protection was the level of coverage selected by the customer and the full valuation protection option was declined by the customer. Basic Valuation Protection is at 60 cents per pound per article. Upon discussion with the customer regarding the liability of the company, the customer still demanded a full refund. I informed the customer of the claims process and emailed her a claims form to fill out. Upon receiving the claims form, I presented it to my insurance company. This claim is still in process by them. Upon hearing back from them, there will be a claims settlement check presented to the customer, but it will only be presented once the insurance has finished processing the claim. Saying that I am not trying to make this right is not a true statement. It is also not a true statement that our men stole shoes. Since the customer accused the company of a crime, the insurance advised the customer to file a police report, which the customer has not done.

  In conclusion, I have provided the insurance with the information they need to make a hasty decision and I am still waiting on that decision before any settlement offer is tendered to the customer.

  Customer response

  01/18/2023

  I had “rejected the business response”. The only issue I have still is that we always planned to have 11 wardrobe boxes worth of clothing moved. I texted and said we would move some clothes. However,  our family of 4 had much more than 11 wardrobe boxes of clothing so not sure what **** point was by bringing this up as I am only requesting refund for the weight labor for moving 11 boxes.  I was NEVER Vitriolic with the crew regarding the wardrobe boxes. The head mover ******* was the only who we spoke with about the boxes. In fact, quite the opposite about the way the crew was treated - they were tipped, fed, given cold water & gifts.
  I was very glad to read in **** ***** reply that he will be refunding for part of the move - the “wardrobe boxes”. However, he hasn’t mentioned the loads of items that were left in our basement that we had to go move ourselves the next day. We we expect reimbursement for that as well. As of todays date January 17, 2023 I have not received any refund regarding the move.
  On Monday Jan.9th I did hear from  from his”cargo" insurance agent letting me know that he had spoken to **** and told him that **** would be responsible for paying us for the damages to our console table since his deductible was more that the money owed. I asked the Insurance Agent who is responsible for giving the refund for the move and he said **** ( THE MOVERS) are responsible for refunding that not the insurance company. This means we are currently waiting for the Cargo damages check and the refund on the move check both due to us from THE MOVERS. I asked the insure agent, when will the damages to the inside of our home be taken care of and he said that was another insurance department and we have not heard from anyone regarding payment of getting those damages repaired.  I hope this helps. Thanks, ****** ******

  Business response

  01/25/2023

     What was claimed in the complaint was that our company had failed to bring wardrobe boxes for the move and that we were at fault for this. I addressed this complaint by showing that I have a text message from the customer that reveals that the customer had stated that those boxes were not necessary for us to bring since they were moving the clothes themselves.
  This move was a flat rated shipment based on the estimated weight of the move. Although provision of the wardrobe boxes by the company was removed from the estimate per the request of the customer, the weight of the wardrobe boxes themselves were left on. I acknowledge that the customer is due a refund for the weight of the wardrobe boxes.
  Finally, the insurance company will issue the check to the customer. Since it is under the company’s deductible, they will bill the company for the amount. The insurance has all the information that they need. Upon the conclusion of the insurance investigation, a settlement check will be tendered.

  Customer response

  02/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, The insurance Company who is representing the company for the damaged furniture reached out to me to let me know they WOULD NOT be issuing me a payment  and that the company is responsible to pay me for that  portion as it was less than his deductible. This call was received on January 9, 2023 around 10:30am CST. I have NOT received any payment as of todays date Feb 4, 2023. I also have not received any reimbursement for items not moved that the company told you in the first letter that he wold be giving me a reimbursement. I have also had no follow up from the other insurance agent regarding the damages to the inside of our home since his first call since november 2022. In closing, the company has not made any resolutions on anything. 
  Regards,   ****** ******

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