ComplaintsforMovers.com

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been having issues with Movers.com employees ******************* and his supposed supervisor, *************************. *** had been very pushy and was harassing ****** Movers about signing up for their service. On June 2, 2022 I reached out to a supervisor and spoke with *************************, who claimed he removed *** from the account. on July 12, 2022, we spoke again to ****** about the services offered and agreed to sign up though ****** to check out the service. Right away we got an email form *************** and ****** assigned him to our account, despite our complaints. August 25, 2022, I reached out to *************** via email submitting a written request to cancel services. *************** responded saying we had to give 30 days notice and that it would not go into effect until Sept 25, 2022. We said that was fine. On Ocotber 13, 2022, I reached out again after the company continued charging us and complained about movers.com customer service on this account. *************** responded saying the account was cancelled. Today, November 1, 2022 we got another bill. I called the company asking for *************** supervisor. He refused and then said he would have someone call in 15 minutes. Its been 2 hours and we have heard nothing. We are beyond tired of the harassment by these gentleman and refusing to let us speak with a superior. We want this issue resolved and to let the BBB know about how this company is treating companies.

  

  Business response

  12/07/2022

  Dear BBB,

   

  We apologies for the delay in responding to the complaint bearing ID # 18341870,  please find below our response.

   

  **************** from ****** Movers LLC signed up with us 07/12/2022 for a month-to-month agreement. ******************* was the sales associate who was working on getting them onboard, just like any other sales representative, he was trying to have them sign the agreement, ****************** asked *** to connect her to the supervisor and he connected her with our sales manager, Mr. ******************************

   

  After speaking with ******, they said they will sign up with us and mentioned that they would prefer dealing with him directly rather than the sales **** ******************** ****** informed them that they can reach him anytime in regards to their account. They sent us a signed agreement on 07/12/2022 and because the sale was assigned to ******************* an automated e-mail went to them upon signing under the name of ******************** But as confirmed, ************************* was personally taking care of the account.

   

  Ours is a month-to-month agreement and as per the agreement, we were to generate the invoice at the end of each month for delivered leads and charge the card we have on file for the same till the length of our agreement. We generated the invoice(s) at the end of every month and processed the card for the payment. However, on 08/25/2022, they sent an e-mail asking us to cancel the services. ****** got in touch base with them and informed them that as per the agreement, they need to serve a 30 days notice for the cancellation and agreed to stop the services at the end of Sep2022.

   

  As per the agreement, we generated the invoice for the leads delivered in the month of Sep2022 on the 1^st of October and charged their card and sent them the invoice. They replied to the invoice stating/confirming that it will be their final invoice and the services will be terminated. The 1^st of October was on the weekend, and we work only on the weekdays, it was a genuine human error and we forgot to terminate the services on 09/30/2022, however on 10/03/2022, we stopped the services, and they ended up getting 3 leads from 10/01 till 10/03.

   

  **************** reached us again on 10/13/2022 and checked if the account is suspended, ****** informed them that the services have been stopped on 10/03/2022 instead of 09/30/2022 and we will not charge them for the 3 leads that they received in the month of Oct2022 but **************** was mad and started using profanity. ****** confirmed that we will not charge her for the 3 leads that she received, and the services has been terminated, after being very rude and using a lot of cuss words, she hung up on him and sent an e-mail (attached is the e-mail).

   

  On 11/01/2022, because they received 3 leads in Oct2022, our system sent an automated invoice, the invoice was not charged though (Because we already confirmed on 10/13/2022 that we will not charge them for the leads as it was our mistake). **************** called ****** again and she was furious, screaming and used a lot of profanity. ****** on the other hand was very polite and was trying to tell them that the invoice was not charged, and they can ignore the invoice, but she insisted on speaking to ******* reporting manager. ****** said he will have them call back but conveyed the message again that the invoice is not charged, and they can ignore the invoice.

   

  We treat our clients with utmost respect and ensure to address all their queries. We abide by the terms and conditions of our agreement; it was a genuine human error that they ended up getting 3 leads after their schedule cancelled date. We informed them that we will not charge them, and we did not. They received an automated invoice, called us, and used profane language. We did not reply to them in the tone that they spoke and have maintained the professionalism throughout. As a company, we are aware of the complete situation, and we did reach out to her on 11/01/2022 but she was profusely rude and disconnected the call. We terminated the services for their account and did not process any payments other than what we agreed on.

   

  We hereby request you to please settle the complaint status.

   

  For any questions, concerns, or additional information, please feel free to contact us.

   

   

   

  ********************* Sales Manager

  Phone: ************ Toll Free :******************** ********************************* www.movers.com Movers.com1596 US Highway 130 ***************, ** 08902

  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  strictly requested that I not be contacted by phone, and the agent ***** stated that i would not be, then was rude and forceful about me adding my number and when i did i informed him that if i received any calls i would report him. he assured me it would not happen, then not a minute later my phone continously rang. This is unacceptable!

  

  Business response

  10/06/2022

  ***************************** contacted us on 09/09/2022 through our live chat widget available on our website and asked for an estimate.

   

  Our chat support agent took her details and **************** specifically mentioned that she cannot be contacted through phone. The chat support agent informed her that we will have the companies contact her via e-mail, but we still need her phone no. to process her request for the estimate by our network list of companies as the contact no # is a mandatory field.

   

  She provided us with her contact no # and mention it again that if contacted she will report to BBB. We collected the details after which an automated Thank you message was sent via chat widget which read,

   

  Thank you! That's all the information I need. You will be contacted shortly by moving companies in your area ready to assist with your move.

   

  After reading this automated message **************** got upset understandably and she said she will report us, the chat agent got panicked and called her to explain that it was an automated message, and we will ensure that the companies will not contact her.

   

  The chat agent made a mistake of calling her instead of explaining the same thing over the chat and when her phone rang, she sent us a message stating she has reported us to BBB. The agent replied stating we will not submit her details and the chat conversation was ended as **************** left the chat.

   

  We sincerely apologies for the inconvenience that has caused to **************** because of the incompetence of our chat agent not able to convey the message efficiently to her over the chat and called her instead. We have made necessary amendments in the automated messages and briefed our live chat agents to follow the protocols and understand the customers needs and act accordingly.

   

  Once again, we veritably apologies to **************** for the inconvenience caused.

   

  We hope and request her to accept our ******* apology and withdraw the complaint against us.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩