ComplaintsforMoving Van Inc

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Moving Van to move me from *************** to *********** in July 2022. They provided me an estimate for the move, and I requested a reassessment of the estimate twice. They ensured me that I only needed one 26' truck to move me on 7/12/22. My move resulted in two 26' trucks and many additional man hours. An estimated cost of $5,685 to $9,060. The cost of the move I'm disputing is for the truck rentals. They gave me an estimate of $**** for each van which included miles, gas, and insurance for the truck. What wasn't utilized of the rental fee was to be returned to me. I have been over charged by at least $*** - $*** for each truck rental. Therefore, a total of approximately $***** - $*****. The trucks rented were from ***** and ***** provided free miles for approximately 750 miles. Therefore, my move from *************** to *********** was only about 535 miles; therefore, i shouldn't have costs for miles. I didn't realize the rental fee overage until after I paid the company at the end of the day once the move was completed. I told the moving company I would pay them, but I would get back with them for any refund after reviewing the paperwork. The company provided me with a final bill receipt, but they have not provided me with truck rental receipts even though I have requested them on multiple occasions via phone, text, and email. The moving company will not return my calls, texts, nor emails for the requested receipts. I've tried to resolve this matter prior to filing this claim. I paid them above and beyond what they estimated for their services. I feel I'm entitled to receive a truck rental refund for what was not used for my move. It is a straight cost for the truck, gas, and insurance. The ***** receipts I've requested and NOT received should be proof of what I should have paid for the truck rentals and the amount I should be refunded.

  

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/08/11) */ I provided an estimate to the customer after completing an initial walk-through of her residence. At that time she indicated that many furniture items were to be sold prior to her move. She also indicated that the house was mostly packed already, and boxes were already staged in one bay of her garage. My estimate was based on these factors, and also stated that a trailer would likely be needed in addition to the truck. Upon arrival on her move-out date it became clear that one truck and a trailer would not be enough, as there were more boxes than anticipated, and several large furniture items that had not been sold. This resulted in needing a second truck. While we do our best to properly estimate the total cost of each job, the total labor hours may vary for a variety of reasons. The more items we need to move, the longer the job takes. Other costs associated with the move (such as transportation, fuel, hotel stays, flights, etc) are calculated in advance and listed on the estimate. At no time before, during, or after the move was it stated that the price per truck was negotiable or that receipts would be provided to the customer. Upon completion of the move we discussed the final bill, looking at every charge, and the customer agreed to the charges and paid the remaining balance. What this customer did not mention in her complaint is the number of discounts that I gave her. Simply because the job was larger and more expensive than initially estimated, I discounted $*** from the transportation costs, $*** from our return travel expenses, and $100 for having put a few scuffs in the paint of her treadmill (the only damage incurred on the entire move). Additionally, my estimate was for one driver and one passenger *** one truck. When a second truck became necessary that meant another driver would be required. Normally this would increase the hourly rate for our drive time. I was happy to leave the hourly rate as estimated in an attempt to keep the cost of this move as low as possible for the customer, which resulted in a savings of $***. A day or two following the job the customer emailed me requesting a copy of her final bill and began demanding receipts. I sent her a copy of the final receipt for services rendered, along with a written explanation of the charges and discounts. We worked tirelessly on her move (two of us even had a 17 hour day between loading and driving). I offered and applied discounts wherever it could be afforded. Despite my best efforts there seems to be no way of appeasing her.

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