Complaints

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/24/23 your workers tracked mud and dirt inside my house, they didn't wear booties. They also came with a truck that was 3/4 full however I was charged for a 3/4 and a full truck $1551. This is unacceptable because the job still is not completed. They did not take everything. I was quoted $849 and when they finished loading the truck they demanded I pay $1551 even thought everything wasn't completed and I was told it would be. Not happy. I also was told I would get a discount but never received it. I would like them to come back and finish loading the truck with the rest of the items they did not get the first trip.

  

  Business response

  08/03/2023

  Aug 2, 2023

  Dear ******* ******,
  

  Thank you for taking the time to share your concerns with us. We understand that your experience with Spartan Junk Removal did not meet your expectations, and we sincerely apologize for any confusion or inconvenience you may have experienced. Your feedback is vital to us, and we would like to address each of your concerns individually.
  

  Mud and Dirt Inside Your House: We sincerely apologize if it appeared that our team tracked mud into your home. Upon reviewing the pictures you provided and consulting with our team, we were unable to identify any additional dirt or mud that could be attributed to our service.
  However, we understand the importance of maintaining cleanliness and will reinforce our standards with our team to prevent any similar issues in the future.
  

  Charges for the Service: We understand moving and cleaning out a basement can be challenging. While we did initially provide an estimate of $849, there were additional items were added to the job, requiring an extra truck. While it is true the first truck that arrived was ¼ full, as stated in your responses, we did have another truck team which arrived completely empty. You had two trucks and two teams cleaning out your basement. As stated in our agreement and explained during the estimate, our charges are based on the actual volume of items removed.
  

  Therefore, when the items were added, the final charge reflects the removal of 1 full truck plus 3/4 of another truck, as you have accurately described.
  

  Incomplete Job: We regret any misunderstanding regarding the completion of the job. If there are remaining items you'd like us to remove, please contact our office directly to schedule a follow-up appointment. We are committed to ensuring your satisfaction. Please know that there will be an additional charge for the additional items that need to be removed, and we can give you a special discount on the remaining work.
  

  Discount: We do remember offering a discount for the remaining items, but if a discount was discussed but not already applied, please provide any details or documentation so we can promptly investigate this matter and honor the agreement as appropriate.
  

  At Spartan Junk Removal, we pride ourselves on our commitment to customer satisfaction.
  

  Your feedback has allowed us to learn and grow, and we are eager to resolve this situation to a reasonable resolution.
  

  We value your business and hope to have the opportunity to serve you again in the future.
  

  Sincerely,

  Spartan Junk Removal

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