ComplaintsforCome and Take It Moving

• Initial Complaint

  05/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Talked to a representative at Come and Take It Moving about a move from ****** ** to ****** **. his name was *******. When asked when we were planning the move I told him we did not know because we did not know when the house was going to be built in Canyon. He told me he would send me a quote but he needed a date for the move, (so I told him the end of June) and $200 there was never a mention of a non refundable deposit during our conversation.I gave him my card number and he withdrew the $200 out of my account. I later called him and told him they had moved the date the house was going to be built so I need to move the move date to early August, which he did. Next I decided to make the move myself, so I called ******* to cancel and for him to refund my $200. At that time I was told to read the estimate he had sent me by e-mail that said it was none refundable. They sent me an e-mail telling me they had lost $37,000 because of my move date, which I find very hard to believe. I think this company is very shady in their dealings and very dishonest. I only want my money back and to warn other consumers about this company's practices. Thank you.

  

  Business response

  05/29/2022

  *************** booked and secured his move with a non refundable deposition 4/5/22. He changed his move date which happens frequently and wasnt an issue. His last phone call came after being on our schedule for 8 weeks. Specifically for His secured spot we turned down five other customers totaling $37,000 in potential earnings. We were transparent about our deposit policy, multiple times in writing and will not be refunding his refund. 

  Customer response

  05/31/2022

  Complaint: 17258022
  
  I am rejecting this response because: What they are saying is not true, they did not tell me there was a non refundable deposit until I asked for it back. It was pointed out to me at that time to look on the estimate they gave me on April 4 when I asked for it back. I'm sure this is not the first time this has happened at this company. Bunch of crooks!!!!
  
  Regards,
  
  *****************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against Come and Take It Moving out of **********, ** for refusal to return our security deposit of $500 after we canceled the job due to their refusal to wear masks while inside our home. Prior to our moving date, I corresponded with ************************* asking him to please confirm that their movers will be wearing masks inside the home, stating the fact that my husband is high risk due to age (over 60 - also a protected class of citizens), and medical status. He informed me that no, they will not be wearing masks, stating they believe in "safety, personal responsibility, the truth of science and individual liberty." At that point I told him I will not continue on with them as they do not follow recommendations from the *** for preventing the spread of COVID19, as this is especially important because we are in the middle of a surge. I'd also like to point out that we live in ******** which currently has a state wide mask mandate. At this time, I asked for a refund of my deposit. ******* then wrote back clarifying his position by quoting a physical therapist who claims exerting physical activity while wearing a mask restricts oxygen flow and could cause the movers to faint without any notice. Not only has this information been proven false, but ******* contradicted himself by saying that some of his movers (not the movers on this job) do wear masks. If wearing a mask is the safety hazard that he claims it is, it would be a liability for any mover to wear one. He also again mentioned individual liberty, proving that this issue is more of a political one.Note: an internet review of this company talks about them sending a mover to someone's house who was throwing up "all day". Health is clearly not a priority. I then contacted ****** Mahan of their claims **** who denied my request claiming they verbally inform their customers (as well as on the estimate) that it is non refundable. I'd like to point out this was never shared verbally.

  

  Business response

  12/29/2021

  Come and Take It Moving and Storage <********************************> Tue, Dec 28, 6:29 PM (15 hours ago)
  
  
  to ******
  
  
  
  
  
  
  
  
  
  
  
  Ms. ********* made initial contact with ******* here at Come and Take It, per request, via a shared ************** with Mtthew's wife.   Ms. ********* had posted for advice for a DIY (Do It Yourself) Move that she and her family were planning as her husband had charged her with this task and would not be involved in the logistics and arrangements.   As one could imagine, she was quite overwhelmed.   Feeling obligated to offer his best advice, ******* agreed to speak with her, at what turned out to be great length, as a courtesy.    Ms. ********* then inquired about our services.   Our regular pricing was quite a bit out of her budget and, as a courtesy, concessions were made to the tune of around $2500 off of our regular pricing, just to ensure that her family receives a quality moving experience.  
  
  
  Further and frequent correspondence then ensued, through 6 different phone calls of "quick questions"; on 12/9/2021, which ******* was happy to answer.
  
  
  Prior to scheduling her move during the last of her phone calls on 12/9/2021, Ms. ********* inquired as to whether or not the deposit is refundable.  ******* advised specifically that as it states in all correspondence, If you should require a postponement or rescheduling, Come and Take It Moving will make every effort to accommodate you, however your new date *** not be available. All deposits paid are date specific and nonrefundable.  
  
  
  On a subsequent phone call, (1 of 4 separate calls) on 12/10/2021 received @ 12:46pm CST, knowing full and well that deposits are non-refundable, she reserved her moving appointment, placed her non-refundable deposit, and we blocked off a dedicated team for an entire week on our schedule to accommodate her family.   
  
  
  Immediately following her scheduling (4 Hours after booking), we received another call for more packing advice, which was given.    
  
  
  This particular request for services was not without it's caveats as we were forced to consider multiple adjustments to our schedule to accommodate hers.   In particular and in the end, we arranged and verified with a team who was willing to forego their Family and Faith Sunday, to accommodate specific necessities surrounding the Herskovic  families core faith requirements for Shabbat.     
  
  
  In a total of 14 phone calls, spanned between 2.5 months of logistics, conversations, advising on how to pack her junk mail, refusing to put us in contact with her husband and being quite vague with all of the details of her move,   Ms. ********* never once inquired about any policies surrounding face coverings.  
  
  
  Unfortunately, Ms. Herskovic's account is far from accurate and our statements have been grossly misinterpreted.  She has misquoted our representative entirely and it seems that feelings have taken the place of facts in this matter.
  
  
  Ms. *********** request for services and later request for a refund of a Non-Refundable Deposit as noted and agreed to per contract, after taking an entire week's space on our calendar for 18 days (During which time we turned down almost $70k in moves for her allotted appointment days), with a last minute cancellation, is not something that goes without an impact and not something we can accommodate. 
  
  
  For reference, below is all correspondence regarding this move:
  
  
  
  ************************************* Dec 20, 2021, 1:34 PM (8 days ago)
  
  
  to me
  
  
  
  
  
  
  
  Hello *******,
  
  
  I just wanted to confirm that unloading will be on Saturday the 8th at 8am. (It can be later if needed - we are flexible but just need to have someone at the house). 
  
  
  Also, please confirm that your guys will wear masks (over nose and mouth) while loading and unloading (and any minor packing we *** have). Im sure its not the most comfortable while doing all that work but we would like to be extra careful - especially with the rise in cases around the holidays because my husband is also high risk and my son isnt vaccinated. 
  
  
  Id like to also confirm its ok to leave clothes in the dressers. We only have 2 big dressers but they are heavy - especially with clothes. I just want to make sure its still ok. 
  
  
  One last thing, can you tell me how payment is arranged? Is it all due at the unloading?
  
  
  Thank you,
  
  
  Kat 
  
  
  
  
  ----------NEXT--------------
  
  
  
  
  Come and Take It Moving and Storage <********************************> Dec 21, 2021, 10:16 AM (7 days ago)
  
  
  to Katharine
  
  
  
  
  
  
  
  Hi Kat!
  
  
  Yes ma'am, we're confirmed to unload the morning of the 8th!  
  
  
  We'll ask for a courtesy window for an arrival time between ****am to allow for incidentals on the road, in case they need to complete a couple of remaining hours on the road.  Just need a contact number for whoever you will have there to sign off on the delivery.
  
  
  No ma'am we do not mandate that our teams wear masks, for a multitude of reasons.   You and your family are welcome to wear them if you wish or simply not be in the rooms we are in, we have no judgment and no offense taken.  Respectfully, we believe in safety, personal responsibility, the truth of science and individual liberty.  Thank you for asking.
  
  
  Clothes and linens are just fine in the dresser drawers as long as the structural integrity of the furniture itself is sound... meaning the bottoms of the drawers won't cave in due to the added weight during transport.   We just ask you to empty the "misc." drawers...  (we try not to use the ** word", lol), so that loose items don't fall back behind dresser drawers getting lost or falling out and under foot creating a hazard.  That being said, you are welcome to fill the drawers with sheets and linens and towels and anything else cloth-like.   Since we do blanket and shrink-wrap everything, there will be no access or sliding of drawers.   Quite simply, if it's a solid piece of furniture, you should be ok...  if it's an IKEA dresser we're talking about...then absolutely yes, empty everything out.    Great Question!
  
  
  Yes ma'am, payment is collected by the team leader at the time of delivery.   As you *** not be there at the time of unloading, you *** want to settle with your team leader prior to your departure from the ***********.   
  
  
  If you recall and as noted on your estimate and confirmation emails, you are welcome to write a personal check to avoid a 5% convenience fee for running a cc/debit.    
  
  
  I hope your packing is going well and we're looking forward to getting you here!!!
  
  
  
  
  Thanks and God bless!
  
  
  
  
  
  
  In His Service,
  
  
  
  *************************
  
  
  
  -----------NEXT-----------------
  
  
  
  
  ************************************* Dec 22, 2021, 9:44 AM (6 days ago)
  
  
  to me
  
  
  
  
  
  
  
  Hello *******,
  
  
  Thank you for the response, though I wish I had asked about the masks long ago as it would have saved us both a lot of time and frustration. 
  
  
  I cannot allow people in my home who do not follow recommended guidelines for slowing the spread of a virus that is killing hundreds of thousands of people (including a very close friend just yesterday). 
  
  
  Please cancel my reservation and refund my $500 deposit. 
  
  
  Thank you. 
  
  
  
  
  
  
  ------------NEXT----------------
  
  
  
  
  Come and Take It Moving and Storage <********************************> Dec 22, 2021, 11:42 AM (6 days ago)
  
  
  to Katharine
  
  
  
  
  
  
  
  Kat,
  
  
  I have also lost 2 very close family members to this situation, very recently.   Perhaps I should have been more clear...
  
  
  All movers in the **** are independent subcontractors (not employees) and NO moving company (or any other company in the **** that utilizes independent subcontractors) has mandate authority over those subcontractors.   If they choose to wear masks, that is their choice.  Some of our guys do, some actually cannot due to medical reasons.
  
  
  Different masks have varying levels of airflow restriction, depending on the thickness of the material.    With less air, your body has less available oxygen to utilize during exercise to convert glucose sugar into energy."   
  
  
  Movers specifically, as well as others that exert themselves physically while working for extended periods of time have been becoming seriously and even permanently injured due to oxygen deprivation which leads to specific symptoms such as lightheadedness, dizziness, numbness or tingling in the extremities, shortness of breath and eventual collapse.   Typically, collapse and loss of body function happens directly after you lift something heavy when you are deprived of a normal oxygen level.   Hopefully by that time.. you haven't made it to the stairs yet.   It is simply not safe and I'm certain that you would not want to put anyone in a potentially dangerous situation.
  
  
  Here is the actual recommendation directly from the *** for your information:
  
  
  *** recognizes there are specific instances when wearing a mask *** not be feasible. In these instances, consider adaptations and alternatives.
  The following categories of people are exempt from the requirement to wear a mask:
  A child under the age of 2 years;
  A person with a disability who cannot wear a mask, or cannot safely wear a mask, for reasons related to the disability;
  A person for whom wearing a mask would create a risk to workplace health, safety, or job duty as determined by the workplace risk assessmentexternal icon.
  
  
  As you can see, upon individual research, we do in fact follow the recommendations set forth by the ***.  
  
  
  We do, however, have teams that have made the choice for themselves and their families.
  
  
  Your specific team is vaccinated and former military service members (U.S. Navy), and was assigned to you and your family specifically for this reason.     Again, this was their choice.  But this is not what you asked me and certainly not my place to air other people's personal decisions and medical information without asking them first, which I have, as without doing so would be a violation of their HIPAA privacy rights.
  
  
  Unfortunately, it seems that our outlook on safety and individual liberty is somehow offensive to you but I don't think we should be judged or punished for that, especially after all of the work, advice, effort, logistics and hours I personally have already put forth assisting and advising you for the past 2.5 months.    Certainly not to the point that you would breach contract, as all deposits are date specific and nonrefundable as stated in all Estimates emails, Confirmation emails and verbally during the time of Booking.   However, you are welcome to reach out to ****** at ****************************** to inquire. 
  
  
  Moving past the misunderstanding with no hard feelings, we're happy to proceed with your move as scheduled and continue going above and beyond to serve you and your family, if you wish.    
  
  
  Thank you and God bless.
  
  
  
  
  In His Service,
  
  
  
  
  *************************
  
  
  
  
  --------------NEXT-----------------
  
  
  
  
  
  
  > On Dec 27, 2021, at 11:37 AM, ************************************* <*********************> wrote:
  >
  > ?Dear ******,
  >
  > I am writing to request a refund of my $500 deposit as I have canceled our moving reservations due to the fact that your movers do not wear masks while in the house.
  >
  > Not only is there a mask mandate in ********, where we are located, but my husband is high risk, and with covid cases surging, this is a risk we are not willing to take. We simply do not allow anyone in our home without a mask.
  >
  > I kindly ask that you refund my deposit, now, to avoid further escalation of the matter.
  >
  > Thank you,
  >
  > ************************************************
  
  
  
  
  
  ------------ NEXT ---------------
  
  
  
  Mon, Dec 27, 2021 at 5:09 PM ****** Mahan <******************************> wrote:
  
  
  
  
  **********************,
  
  Im sure you can understand the financial impact cancellations have on a family owned and operated business, in order for our crews to operate most effectively all deposits are date specific and nonrefundable as stated in all Estimates emails, Confirmation emails and verbally during the time of Booking.  We wish you the Best of luck with your upcoming relocation and a happy/healthy 2022.
  
  
  
  
  
  ---------------- NEXT -------------
  
  
  
  
  
  
  Dec 27, 2021, at 5:14 PM, ************************************* <*********************> wrote:
  
  ?
  Thank you for your response. I will be disputing the charges and filing a report with the Better Business Bureau.
  
  
  
  
  ---------- NEXT ------------ 
  
  
  
  
  
  Tue, Dec 28, 2021 at 1:36 PM ****** Mahan <******************************> wrote:
  
  
  **********************,
  
  Thank you for your response. Ill forward this matter over to our legal team so that they can be prepared to move forward with a case for diminished earning potential. 
  
  
  
  
  
  
  
  ---------- NEXT ----------
  
  
  
  
  
  From: ************************************* <*********************>
  Date: December 28, 2021 at 2:24:26 PM CST
  To: ****** Mahan <******************************>
  
  ?
  Mrs. Mahan,
  
  Your diminished earnings come from refusing to wear masks on a $10,000 move.
  
  And thank you for the heads up, my legal team is on this, as well.
  
  
  
  
  ---- END OF CORRESPONDENCE ---
  
  
  
  
  Feel free to reach out with any questions regarding this matter at ************ or ********************************
  
  
  Thank you and God bless.
  
  
  
  Come and Take It Moving 

  ************

*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. ↩