ComplaintsforOn Time Strategies

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ******** **** ******** operator of On-Time Strategies, LLC (SOS ID *******) to move my furniture from **** NC to *****. I posted a request for recommendations for moving companies on the ******** ******** ** Page. ******** replied to my post saying: “I have a moving company and would love to assist you.” This was an awful experience the worst I’ve encountered with a moving company due to negligence, carelessness, and improper training. The move was scheduled for 3:30pm on Oct. 7, 2022. Movers arrived 1 hour late. The mover in the bedroom dropped my headboard which cracked when it hit the floor. Me and the other two movers were near the bedroom and turned suddenly when we heard the loud bang. We saw the headboard had fallen. The mover picked it up and left the room. I saw the cracks on the side of the headboard and immediately called *******. Took photos and sent to her. She said she can have someone apply wood filler and repaint it. This furniture is only a few months old, so I expressed concern that wood filler and sanding would alter the original look. I told ******* I'd speak to my Husband and get back to her re: the repair. When movers arrived in ***** the rental box truck struck our cable/fiber lines and we were w/o cable & internet service for hours. Consequently, we're being charged $119+$59 for the extensive repair work. ******** had ******** **** a handy man she contracts with for $100 to contact me on Oct. 11, 2022. ******** said to me on the phone: “I want to be honest with you, the headboard will not look the same once wood filler is applied, and the headboard is sanded/painted. It’s best to get it replaced rather than waste my time and yours, because you will not be satisfied with the end result.” He explained he'd have to go *****, locate a paint color closest to the headboard, then find a marker to resemble the dark carvings in the wood. I'm requesting again that my headboard be replaced and that we are reimbursed for repair of fiber lines.

  Business response

  10/25/2022

  Good Afternoon,
  
  My name is ******** H. Belvin and I am responding to a complaint submitted on 10/18/2022 by ***** ***** who was initially informed me her name was ***** ****** via text.
  
  On October 3rd, I saw a post inquiring about a moving company that was posted on the Triangle (RDU)Black Owned Business page on ********* I responded to the post stating that I had a moving company and would be happy to assist. I think I was one of three people that responded to this post offering to provide services. I posted my business card on the post so that if she decided to inquire more she could contact me. I received an initial text that night from Ms ****** asking about my rates to move a bedroom set and a couch. I informed her per the items that she listed that we could do it for $350. Moving was scheduled for that Friday at 4pm. On Wednesday, October 5th I received a text message from Ms ****** asking if we could move her on Thursday at 5pm because she had to go out of town on Friday. I informed her that we could not due to another scheduled move but if we needed to to reschedule for next week we could but  she asked to keep her on for Friday. On Thursday, I received another text from Ms ****** Thursday asking if we finished early could we move her otherwise she wanted to do Friday at 3:30pm. I informed her that Friday at 3:30pm would work.
  Friday, the movers were running behind so I had them call her as well as I spoke with her as well to let her know they were in traffic and running behind. When my movers got to Ms ****** they informed me that she was very rude to them and said in a very aggressive way, "Where ya'll been". They informed her again that they were stuck in traffic. The movers also informed me that she had more than the bedroom set and couch to be moved.
  When the headboard was dropped, Ms ****** called me to inform me of it and I asked her to send me a picture of it.
  
  I quickly sent the picture to my handyman. He informed me that he could fix it with wood filler, sand it, and repaint it. He said that whatever he did to one side, he would have to do it to the other so that it would match. He also said that because the headboard was made out of manufactured wood, he wouldn't be able to sand it too much but would be able to fix it. I had my handyman call her and she kept him on the phone for over 2 hours asking about his work and asking him to send her pictures of his work. He kept asking if she wanted him to come out to see it first but Ms ****** kept putting him off. She informed him she would call him back.
  
  Ms. ****** then called me and asked where she could put in a formal complaint because she wanted me to replace her headboard. I informed her that I would try to repair it for her if she agreed or I could offer her $100 back from the moving cost. I spoke with Ms ****** and informed her that she did not inform me of all the items that she needed to be moved and I based her price on a bedroom set and couch. We were not aware that we would have to dissemble the bed because that wasn't included in her text either. If it would have been included, the price would have been different as well.  She said she thought she texted it to me but I let her know that was not in the text. Despite this, I did not increase the price of the moving services because I wanted to keep my word of $350.  I had my movers take pictures of the items they packed up.
  
  The move was an hour and twenty minutes away from the original pickup location. Ms ****** called me and asked where the movers were, I informed her that it was rush hour traffic trying to get to the dropoff location. She was in traffic at the same time when she called me.
  
  When the movers got to the drop off location, they were instructed by the husband of Mrs ******, and sole homeowner, to back up and load all items in another box truck because he did not want her items in the house. The driver informed the husband that he did not want to back up where the cable lines were but was instructed to do so by the husband. The husband informed the movers that he just wanted to unload and leave before Ms ****** got there to cause trouble.
  
  Movers loaded everything in another box truck and after loading the last item, Ms ****** drove up. Ms ****** and her husband begin to argue in front of my movers, having them waiting to decide what they wanted to do with items in the box truck.  She was not happy with the husband's decision about putting items in the box truck and made my movers move it in the house. Everything was moved in the house except the bedroom set. I informed the movers not to move it because it had damage and I didn't want anything else to happen to it. She offered my movers more money to move it inside but informed them not to take the money nor move it.
  
  After the movers contacted me and said they were finished, I texted Ms ****** for payment. The following days there were text messages that I have attached where we were trying to schedule repair or refund but she declined both and wrote a bad review on the same ******** post that I originally responded to. I replied but afterwards I really didn't have anything else to say.  
  
  I feel like I wasn't given a fair opportunity to fix or repair the headboard as I suggested and the partial refund from moving services fee was declined as well.
  
  I’ve attached the original post that I responded to as well as all the text messages that were sent between myself and Ms ******. I’ve also attached the pictures of all the items that were moved. I’ve also included the picture that Ms ****** sent to me of the damage of the headboard in question.
  

  Customer response

  10/25/2022

  
  Complaint: ********
  
  I am rejecting this response because this owner is not interested in fairly settling the dispute. Her response clearly reflects self-interest with no regard for my damaged property. The owner is attempting to take advantage and manipulate a situation that occurred due to her company's negligence and carelessness. If this owner thinks patching a new piece of white rustic funiture by a handy man who is not licensed, certified in wood finishing, wood restoration or carpentry is acceptable and he has confessed to only doing this as a side hustle and stated to me in fact that it will not look the same as the original - let me restate my position - no that is not acceptable.
  
  Any credible, dignified business owner practicing good business acumen and ethics would know that. Neither is the $100 which is not even half the amount I paid for the headboard. $100 is the amount ******** planned to pay ******** **** and then offered to me after I declined the patch work. After listening to the slang and inappropriate language he spoke in every sentence it raises the question about the caliber of workers this business employs and is a direct reflection of the unprofessionalism and poor business conduct shown throughout this stressful ordeal.

  I am requesting replacement of the headboard or reimbursement of moving fees in the amount of $350 in addition to the cable/fiber line utility repair work cost of $178.00.

  ***** ****** *****

  Business response

  10/31/2022

  Good Afternoon,
  
  I am responding to the second notice I received for claim ID ********. 

  
  

  Rejection claim: "owner is not interested in fairly settling the dispute. Her response clearly reflects self-interest with no regard for my damaged property". 
  

  On-Time Response: I offered the complainant two resolution options in real-time on the day in question. 1) Have my handyman contractor come and repair the damage to the headboard sufficiently. 2) Due to her disagreement and back and forth with that option (after speaking with the handyman for hours), I proposed simply giving her 33% off the move cost (approximately $100) so she can have it addressed in a way of her choosing.

  
  

  Rejection claim: "...Neither is the $100 which is not even half the amount I paid for the headboard."

  On-Time Response: The amount offered is based on repair cost, not to replace the whole headboard and the amount she paid for it. In addition to offering pricing based on repair, the headboard was in use when my team arrived (it had to be disassembled which the client misled us in advance on as well), and therefore no longer at the 'MSRP' she is basing her complaint value upon.

  
  

  Complainant Request: "in addition to the cable/fiber line utility repair work cost of $178"

  On-Time Response: The client was not at the delivery address when my team arrived; however, the homeowner was there. Our driver's told him they did not want to back up over the exposed wire due to the size of the truck. He informed them to do so, and to unload everything into a box truck he had in the backyard (not into the house). So my employees followed the guidance of the homeowner on all accounts. When the complainant arrived, she and the homeowner got into a discussion while my workers patiently waited. In the end, the boxes were moved inside the house, but the bed was left where it was placed per the guidance of the homeowner.

  
  

  Note 1: In the rest of her response I fail to see a claim to rebut. I was offended by the name calling/labeling, accusations against personality, bias against someone's mastery of the English language versus their ability to effectively and professionally complete a vocation. All of these reasons are why I halted communication with the complainant and requested she no longer contact me or my contractors as it became verbal abuse.

  
  

  Note 2: Due to her misleading information about the move size (as previously noted in my attachments and first response) the charge I offered, and she accepted, was well below market price for a move of this size and distance (approximately 60 miles). The true value of the move was $1000 based on what was moved, so in keeping my word I kept the original charge as offered ($350 - an approx. ~65% discount from market value).

  
  

  Claimant has also filed this same claim with the Department of Justice on me as well. 

  In closing, I have hired an attorney to handle this matter on my behalf.  

  
  

  Thank you, 

  ******** ******** 

  
  

  Customer response

  11/02/2022

  
  Complaint: ********
  
  I am rejecting this response:

  Note 1: There has been no name calling in my correspondence with the owner. The business exhibits a lack of business ethics and has displayed poor customer service. I too am offended by the inappropriate references and connotations made during my conversation with the handy man employed by this company.
  

  Note 2: Advertising yourself as a moving company to get business then conveniently claiming that you do not disassemble furniture after the incident happened and my furniture was damaged by your employee is misleading.
  a)     Had On Time Strategies indicated upfront the company does not disassemble furniture I would not have hired the company.
  b)    How is a consumer expected to know this information when it was not provided?  Why did the crew have a tool kit if they do not disassemble furniture?
         Misleading and poor business practice.
  c)     Due to the carelessness, negligence and mishandling not only have I suffered a loss/damage to my personal property but to my residential property as well. 

  
  Most customers would not have paid for any portion of the moving services the company rendered had their property been damaged in the process. Further, the incidents were totally avoidable with proper handling. Consequently, I paid the bill of service in good faith after my personal and residential property was damaged. And when inquiring about how to submit a formal claim for replacement I was told by ******** not to contact her company again. Very unprofessional and poor customer service.
  
  
  ***** *****

  Business response

  11/07/2022

  Good Evening,

  
  

  I am responding to the third notice I received for claim ID ********.

  
  

  My prior submissions include attachments and statements regarding this claim. I have included my proposed resolution in my first response and at this time I don't have any additional information to provide.

  
  

   

  ******** H. ****** 

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