ComplaintsforPerry Moving & Storage

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This dispute is regarding a sum of over $1900.00 owed to ***** *** **** ********. The term of this complaint dates back five years, which was recently revealed to us by an employee of Perry Moving. The monies owed by Perry Moving have been accepted by them, and confirmed as to their error through an email which was sent and received by us regarding this overpayment due back to us. They originally told us we would receive a check in total for monies owed that week, in which we spoke. We never received a check. For several weeks later they did not answer calls or texts. When we last spoke with billing, the representative again assured us a check was to be sent right away. We did not receive this check, and they continue to not answer calls (voice mail is left with each call). I have been taking anti-anxiety medication as a direct result of this egregious mistreatment. I had alerted them of this when we once spoke with them directly. I have other concerns but remain focused here on our own specific concerns.

  Business response

  09/29/2023

  Regarding the ******** issue, we have remedied the situation to the client's satisfaction. This is the progression of events that occurred:
  
  - The our records showed the client was in arrears on some storage charges.
  - We contacted the client, and they immedietly brought account current.
  - A subsequent audit of the storage charges indicated the client was due refund.
  - Due to technical difficulties, credit card could not be immediately refunded, and we communicated that to the client.
  - Further discussion with the client indicated a re-audit was appropriate. 
  - We completed the re-audit on 9/12 and full credit due to customer was issued via check, mailed 9/15.
  - Customer confirmed receipt of check via email (attached) on Tuesday 9/19/2023 @ 5:22 PM

  Customer response

  09/29/2023

  I have read the reply from Perry.

  The funds have been received and deposited.

  I must say however,

  their characterization of events are far from accurate. There was no attempt from them to reach out to us after they promised us the check had been issued and they never returned our many attempts to reach them. That is until we reached out to you at the Better Business Bureau. We struggled with this unresolved and arrogant behavior for months, and this avoidance on their part caused me significant anxiety and distress. Rather than concluding with a simple apology to us, which we have never received, they continue to pose as if they did nothing wrong. This is not forgiven.

  We are not vindictive, and therefore conclude this particular complaint filed.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible from the saleforce and mgmt team BUT the moving team was great and rallied after lack of communication and poor notes fro sales! I have emails and notes stating what was needed and the moving team looked at me when they got there like "what"" but got it taken care of when noone would answer any of our txt or calls on moving day the lead took charge but had to leave my home and go get materials. Then after 90min, my family and i had to help the team pack up again without ANY support coming from sales or mgmt. Then i singed at the end of the day noting less hours materials, manpower, time etc. ready for a $400 refund as note don the bill i SIGNED, mgmt FINALLY got involved and refused to refund and blamed it on the moving team and myself! i was told this company was good but it was the most unprofessional sales and mgmt team i have ever worked with. Have to dispute this now with my ccard company. Beware of this company from what i understand after doing more research this is not the first time i just wish i had researched but a real estate friend recommended them - telling them what happended as well.

  Business response

  04/21/2023

  We are disputing the account of Ms. Sita's recent move for numerous reasons:

  1. The move was completed on time and billed at almost exactly what the estimate stated. She was not charged over the initial estimate stated that she signed off in agreement.

  2. It is not uncommon for the driver/crew to feel like additional materials are needed for safe transport.

  3. The service was acknowledged to be very good. In her words: "BUT the moving team was great"

  3. Sales and management were not immediately available "on call" on the weekend to respond to her, but responded as soon as possible and repeatedly throughout the day to no avail.

   4. "Without ANY support coming from sales or mgmt." There were repeated efforts to communicate with the customer. Additionally, the crews are trained to work through challenges like these in a polite, expeditious manner. The driver let our management know the situation was under control.

  The attached estimate and internal texts indicate that:

  a.) the project was setup directly

  b.) there were repeated and continuous communication efforts

  c.) overall, the customer was happy with the move, but was unhappy that she did not receive the attention from management she desired.

*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. ↩