ComplaintsforKenMover

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had hired KenMover to move my stuff from my storage unit)to my house. We were scheduled to meet at 900 am (6/19/2024) for my move. I texted the mover at 8:49 to let them know I was at the storage unit and gave them the passcode. I got no response. I then texted him again around 9:15 to ask about an ETA, again no response. I then called their office and spoke with ********. She said she would call them to find out what was going on. When i spoke to her again, she said that they were having trouble getting the gate open to where they stored their trucks but they would be leaving in the next ***** mins (they were coming from *********** which is well over 30 mins away). I was told I would get a discount. (ended up only discounting $50 for being over 2 hours late) I texted the mover at 11:03 to ask him to let me know when they were at the storage unit. He texted me back and stated that they were 8 minutes out. I found out that morning that they only took Zelle or cash. I had planned on using a credit card. The banks were closed and I was not able to get money from my saving to use for the Zelle transaction. I spoke with ******** again and she told me to speak to ***, that he would work with me. They left my storage unit at 12:42 and arrived at my house around 1:30-1:45. He then did not work with me on payment. I ended up having to use Venmo which charged me an additional $20. My end price ended up being $637.80 which is $116 more than my quote. I "paid" $75 for them to "wrap" my stuff and only ONE piece of my furniture was wrapped. My tv stand had three pieces of tape only. My tv stand ended being broke also because they laid it on its side and the top part of it was not even on when they brought it and it was missing a s**** When I got my quote i texted ******** to verify the total due would be $521 (on 5/30/2024) and she said that was correct. So i was expecting to be in that general vicinity maybe even less because of the discount due to their tardiness.

  

  Business response

  06/21/2024

  Hello, 
  
  We would like to acknowledge that you were not satisfied with your recent move. it is never our intent to leave our customers dissatisfied at such an important event, such as relocating to a new home. We are truly sorry; however we would like to address few issues regarding this communication herein, we would like to use this opportunity to re-inform you on the moving process, and to acknowledge that unfortunately not everyone will be completely satisfied with their services. However, that does not give a customer the right to request any kind of refund compensation after a bill of service. 
  
  1.) Time of appointment: -You stated that you had issues regarding the move start time but failed to mention that you requested with a short notice to change date /time at your own convenient (6/22/24 to 6/19/24) prior to the move date. 
  
  
  2.) You stated that you did not know about our payment option: - Note you made your first deposit via Zelle, {Note it is your responsibility}
  
  3.) We wrapped items that was required, based on our premium standard packing materials. i.e. a mattress bags, shrink wrap, tape, four TV cartons and furniture pads.
  
  4.) In-reference to your TV stand it had same 3 pieces of tape from your first movers to storage leaving it half broken. Therefore, we professional loaded/unload it the same way its stored at your storage unit.
  
  Therefore, in view of this subject matter see attached copy of your non-binding hourly estimate quote and breakdown invoice to avoid misleading of the general public.

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