ComplaintsforNeat NC, LLC

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired NeatNC on 12/17/21 we paid 1/2 of the bill for 5 days of work. The work was to begin on Dec 28 and complete by Jan 5th of all work - with days taken for Holiday. $30K+total We were told it would include: Premier Whole-House Organization Package - Multi-Day All inclusive Premier Whole House Move-In services that include: Unpacking every box and checking for damage in order to document and photograph Sort all items in every space in order to determine proper location in the home Cataloging every container that goes into storage with numbering system Assisting with Rightsizing the home (donations, recycling, etc.) with receipts for items donated Organizing and styling every living space including closets, drawers, cabinets, pantry, bookshelves, etc. Setting up organizing systems that work for your lifestyle Cleaning and sanitizing every space we organize A customized hand-drawn keepsake catalog that illustrates where items are located so you can 'shop' your home at your convenience A haul away team that is available for the removal of one (1) truckload (Any additional truckloads are charged at company rate) Provide materials for storing and cataloging all items in storage Removing of all boxes and moving materials from your home A tour of your home seeing all of the newly organized spaces Curated shopping for organizing materials (bins, baskets, drawer organizers, hangers, spice racks, etc.) Customized labeling for each area of the home We only received about half the work from the contract. We made the mistake of paying them at the end of Dec so we would have the charges all in 2021 and then they NEVER returned again. We called, texted, emailed asked for donation receipts, our KEY to our rental. They only asked about moving us again. Not completing work. We asked were they coming to get donations they had promised. How about the chef meal or tour at the end promised? or the motto "we dont leave until the job is done"? We want a refund for incomplete work.

  

  Business response

  04/28/2022

  Business Response /* (1000, 8, 2022/04/20) */ Contact Name and Title: **** *****, Bus & Ops Man Contact Phone: ********** Contact Email: ******************** *** ***** contacted Neat NC in early December 2021. ***** *******, owner of Neat NC, met with Mrs. ***** on 12/16/21 for an in-person consultation in her home in ********, NC. Mrs. ***** showed Mrs. ******* around her home and explained that movers that had been hired through her husband's employer had caused the chaos and extreme condition of the home. Mrs. ***** indicated that her children were unable to stay in the home due to the unsafe conditions and they had secured an apartment until the home could be organized and safe. She also indicated that the home they were moved into was much smaller than negotiated for and that they would not be staying there long term. Photos and video taken on the day of consultation are attached. Mrs. ***** signed the proposal submitted by Neat NC on 12/17/21 and paid the 50% deposit. This contract was for a Whole Home Organization with the addition of cataloging damaged items from storage. Mrs. ******* had a conversation with *** ***** after receipt of the proposal in which he indicated that his marriage was suffering due to the condition of the home and he was willing to do whatever he needed to do to make his wife happy so she would not leave him. He also notified Mrs. ******* just prior to the project that he was in active negotiations to potentially move for work within a matter of weeks. Mr. ***** insisted that we still complete the organization project because this was not guaranteed and his family was suffering at the apartment, especially his daughters without their toys. Mrs. ***** had also recently injured her foot which made it difficult for her to move around and kept her away from the home for the first two days of the project. Mr. ***** also stated on multiple occasions that he wanted to keep Mrs. ***** away from the home while the work was being done to keep her anxiety levels down. Neat NC accommodated the incredibly tight turnaround schedule and had a team ready to work on 12/27/21 even though the *****s requested the project to be scheduled during a holiday week. The project was handled BETWEEN Christmas and New Year's because the *****s indicated they needed to have a full accounting of the damage done by their movers by 1/5/22. This included the scheduling of the team during holiday break, planning the logistics including team meals, acquiring equipment for working in inclement weather, scheduling a mover, and procurement of organizing materials as well as dozens of large storage bins due to the considerable number of extra items in the home that there was no place for. Mr. ***** also indicated he had the contract terminated with the movers that were used by his employer because of the damage the movers allegedly had done. The *****s also accused the movers used in the move from Florida (and the movers they used for their second move) of theft and indicated they filed a police report for the first movers. They subsequently accused our moving partner of stealing from them during the move from ** to **. The Neat NC team arrived at 9 am on Monday, December 27th. There were 14 team members on site for Day 1, 17 team members on site for Day 2, and 15 team members on site for Day 3. The Neat NC team worked from 9 am until after 8 pm each day. The Neat NC team performed the following tasks while on site: 1. Team members were assigned to work outside of the home to open each box that was moved by the movers from Florida. Neat NC unpacked, checked, documented damage, and repacked 211 boxes. This involved the mover bringing over more than one load of boxes to the home, our team completing the above work, and then returning them to the storage unit. Photos, videos, and the damage log is attached. The storage unit was also completely reorganized. 2. The team cataloged each item repacked for storage 3. Cleared out each closet, drawer, cabinet, and space to clean and sanitize 4. Folded and sorted clothes, undergarments, and other clothing items in each drawer 5. Removed all items from the kitchen cabinets, unpack hundreds of boxes, and organized each space 6. Master Bedroom, Bathroom, Closet, Children's playroom & closet. Every toy, book, and item was sorted, organized and checked for damage. Bins were labeled 7. Children's bedroom, drawers, and closets 8. Loft area Mrs. ***** and her two daughters own several hundred Lilly Pulitzer clothing items and each item was carefully folded, grouped together by style (long sleeve tops, long dresses, no-sleeve dresses, etc) and stored in almost a dozen labeled clear plastic bins left upstairs in the home in the exact location that Mrs. ***** requested. She stated on her own social media post that this was more than $100k worth of clothes. She also REQUESTED that these clothes be left in the bins SHE PURCHASED FROM US to prepare them for the next move out of that home since they were not going to stay there. They were left exactly where she requested since she had NO room left in her home and she did not want them in storage. While posting a live video on Neat NC's ********* page, a local news station reached out to document the alleged damage caused by the movers the *****s had used in their move from Florida. After obtaining permission from the *****s, the news station sent a reporter and interviewed Mrs. ******* about the horrible conditions and unprofessional service some families experience with movers. Mr and Mrs. ***** indicated the condition of the home was a DIRECT result of the movers that were hired by Mr. *****'s employer. Hundreds of organizing materials were purchased by the *****s from Neat NC used to organize each space in the home including hangers, bins, baskets, dividers for the drawers, and organizing bins for the bathrooms. Custom labels were done on site for all the various bins, baskets, and containers used throughout the home. A FULL report with photos for damaged items from the move was sent on 12/30/21. A report for donations and one for cataloging the storage were sent in January. They DID receive a hand-drawn catalog done by the daughter of our Business Manager which was also signed by the entire team. After the project, Mrs. ***** posted several times on ********* praising our work. She even reposted Neat NC's ********* reel from 12/30/21 on Facebook. She described her own home as a 'hoarder house' in the first post thanking us for the work done. We were subsequently informed on 1/24/21 that the *****s were moving to ** by our mover partner and that he would be doing to move; the same mover that assisted Neat NC with moving all the boxes to and from storage and haul away services during the December project. They moved to ** the first week of March, 2022. Mrs. ***** has engaged in multiple examples of libelous behavior by posting on her ********* page false information about Neat NC. She has repeatedly tried to ruin the reputation of Neat NC by claiming we did not fulfill our contractual obligations. The *****s even posted that there were items that they could not find AFTER they moved to ** from **. We had no part in that move. She is using her self-proclaimed title of 'influencer' as a cudgel against Neat NC. This contract was for a Whole Home Organization with the addition of cataloging damaged items from storage. Their contract did NOT include a chef prepared dinner. (See her notes) This is written specifically into the contracts and is an additional cost. The 'tour' is walking with the client through the home to view the organized spaces. Mrs. ******* personally escorted the *****s through every room of the home at the end of the project. The house was completely organized as well as the storage unit which was labeled and cataloged as well. AT NO TIME WAS 5 DAYS DISCUSSED FOR THIS WORK. The contract, and her own statement, states that we stay until the work is done, and we did. The *****s even celebrated the end of the job with the Neat NC team at the end of the third night and posted the event on ********* stating that it was the best birthday gift ever. Mrs. ******* even purchased a birthday cake for Mrs. ***** which can be seen in the post. Subsequent posts speak to the pantry and how it would have taken her weeks to do what was done by Neat NC. Neat NC completely fulfilled the contract that was agreed to, paid for (including tip), and included the purchase of thousands of dollars of product. At no time was the team to return to the home for additional days of work. The contract was for a whole house organization package and the family moved into the home immediately upon completion until they moved to **. We are conducting our own investigation into the practices of Mrs. ***** as she made multiple accusations of theft, wrongdoing, and breach of contract on her ********* page for several vendors and providers with whom she has worked. This is a pattern of behavior with the *****s that will be addressed to the fullest extent possible including legal action. Extensiv

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