ComplaintsforS.B. Taylor Transport LLC

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Service: 10/19/2023 Monies Paid: Just the deposit of $396.74, however I need to pay them as that is the right thing to do and will need partial refund based on this dispute.Service provided: Moving / transporting of windows and doors from the ********** to the building site. Nature of dispute: I was billed for travel time: Travel Time (What I was invoiced 2 hours for) The amount of time it takes to get from the companies place of business to the pickup location and the amount of time that it takes to get from the delivery location back to the companies place of business.Resolutions provided: They have offered some discounts, however not close to the amount they have over billed. I even tried to compromise on my side, however at this time since we could not agree, I want to be refunded for the full 2 hours plus tax.Invoice, job accounting, contract attached.No advertising involved.

  Business response

  10/25/2023

  Dear ******,

  All estimates are based on the size of each service; the service request was submitted as a room or less, a 2-hour requirement for services. The deposit for services ensures that the service date is reserved for the customer and is non-refundable; deposits are then deducted from the final service cost. Travel time for any services is factored on a two-hour minimum and adjusted accordingly to the timepiece used to calculate the customer service from beginning to end; this includes the time the crew and vehicles leave the yard en route to the customer and why our contracts state non-binary.  Providing one service per day ensures that all customers are treated fairly, and the same dedication is provided to ensure that if the customer needs additional time or trips to perform their service, they are promised that time.  ************ required an additional trip and an additional mode of transport due to the item's packaging and the space required as the materials picked up from the ********** were palletized and, as such, not described before the team's arrival and estimate request. It was also not described until the team arrived at the ********** yard that the door frames not delivered could not be stacked or laid down as this is the only way they would have fit without the encasement of packing. The palletized windows and doors that were transported filled our largest 34-foot trailer. The compromise on the customer's side demanded that we change our billing rate methods. S.B. Taylor Transport offers an 8% discount for seniors and veterans.
  A $100 same-day booking discount was applied as an additional courtesy, as the customer had initially requested an estimate on 07/13/3023 and did not book until 10/17/2023.  As a courtesy to the customer, the company allowed for another additional discount of $75 from a local coupon we advertised.  The customer demanded that the company discount an additional $60.  Total discounts applied equal to $426.99.
  
  

  Kind Regards,

  Brie

  S.B. Taylor Transport

  Customer response

  11/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This complaint / issue is not resolved.  # ********
  
  SB Taylor needs to honor the contact.  
  The contract does not state or imply in any manner that Travel Time is billed to the customer.
  I am asking that the ******************** enforces the contract as written and I am awarded a refund for 2 hours of billed labor.
  See attached my response to SB Taylor's response.  Please attach to the complaint #********, as well as please re-open the complaint.
  
  Thank You
  ************************;
  

  
  

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