ComplaintsforT Square Movers

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/26/2023 I hired T square Movers to Load and unload a *****. Two team members came and began loading the truck. When I asked for the furniture to be covered and protected, they blew it off and kept loading. When we got to the location a couple of the items were damaged. When the workers were moving furniture into the house, they scratched the floor and gouged it in a couple of different spots. Two of the bedrooms and the living room also had surface scratches. They pulled the furniture across the floor instead of lifting it. Once it was spotted the two workers admitted to the damages and immediately called their boss. The two owners of the company came to the house on 5/29/2023. They assessed the damages and asked us to get in contact with the flooring company who refinished the floors a couple of months ago and to figure out what it would cost and take to get them fixed. They mentioned they did talk to the workers who admitted to causing the damages and that they were going to fix the situation. On 5/30/2023 we contacted the flooring company and sent pictures of the damages. The owner of the flooring company said without a doubt any scratch and especially the gouges would have to be sanded out and refinished to not see the damage and to protect the floor. He was put in contact with the moving company and told them the same information. The moving company now feels they should only repair the gouged spot in the one room for the dollar amount of $*** (This is their quote it did not come from the flooring company) The flooring company said to repair that spot would cost more than that and you would notice a difference in the floor. The owner of the flooring company, my Fiancé and I went to T squared business to try and resolve it all together. We were yelled at and told to get off the property and told they are not fixing or paying for anything.

  

  Business response

  06/02/2023

  Jamie ********* job timeline of events:
  
  5/8/23- requested a quote at 1258pm. At 1:15pm estimate started, estimate and virtual agreement sent off at 2:03pm.  At 7:20pm, customer said she received estimate and was looking over everything.
  
  5/10- ashley f/u with customer to see if she wants to book. No response.
  
  5/12- customer signed estimate at 7:16am and virtual agreement signed at 9:18am
  At 9:20am we scheduled the job for 5/26 with 4-5pm arrival window. At 9:25am took payment of $****** and booked job.
  
  5/25- move reminder email & text sent to customer at 9:30am with original estimate and paperwork attached. 
  
  5/26- job started at 3:56pm. 
  
  Details about job: Upon filling out the form we emailed, customer did not disclose all items that were being moved, customer indicated she was renting a 24ft truck and ended up with a 20ft. Customer is responsible for providing protection for her items up to and including floors- she never disclosed that her floors had been recently redone and she never provided adequate protection for her belongings or floors. She said she rented blankets, but later admitted she didnt rent any blankets & only provided the movers with a few house blankets that are small. Every ***** Comes with 6 blankets in a green bag and you only get charged if you cut the zip tie. Customer asked the movers not to do that because she didn’t want to be charged- so the movers couldnt even use those blankets. Customer and family were helping t square employees move for load and unload. Customer drove their own *****. Customer loading and unloading caused some damage to their own items that they want us to take responsibility for. While moving, customer was badgering the employees asking why they work for our company and trying to get them to quit and go work at the railroad. Then bad mouthed the employees to the owner to try to get us to fire them so they would go work with them. Customer is friends with the flooring guy who did 4 rooms for $****. The flooring guy said he hadnt been back out to the house to even assess damage, was only going off what the customer’s husband told him and wouldnt be able to get out there for 3-4 weeks. The damage to one small 3ft area we said we would fix is what our team caused. We advised we will not pay to fix areas we did not cause damage, just so they can get all new floors. Again, the customer and family were also moving items in and out, which caused majority of their own damage. Our terms specifically state we do not cover that. 
  
  5/29- we went to the customers house after setting up a time and assessed damage. This is when the customer was badmouthing the employees. When we left the customer house, we met up with the 2 employees and had them go over the entirety of the move to further investigate. 
  
  5/31- we called the customer and spoke with her stating what decision we came to after investigating photos, terms signed, all forms filled out and speaking with the movers. Customer’s husband got on the phone and was cussing- we said we should pin this conversation for 72 hours until Saturday evening or sunday when everyone has calmed down. There was no further communication via text, email or phone call. 
  
  On 6/1- that morning the customer left a 1 star ****** review slandering and lying about the move- we simply replied we disagree with what she is saying but thanked her for her review. She later deleted her review after they decided to show up to our home without us talking first. 
  Customer, customer’s husband and flooring guy randomly showed up to our personal home that afternoon without calling or setting up a time to meet and talk. They were threatening, bullying and harassing us, were asked to leave multiple times and refused to leave until we threatened to call the police on them. It was very clear the flooring guy is a personal friend to these customers. 
  We have enough evidence with photos, statements from our employees, paperwork signed, forms etc that would warrant not helping this customer in the way they are attempting to. It would appear that the customer is actually running a scam and upset we wont pay for things that we didnt damage. We tried to come to an amicable agreement and were met with us feeling we may end up having to file a restraining order if this doesnt stop. 

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