ComplaintsforAmerican Movers 361

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My moving crew of 3 on 5/18/22 showed up 10 min. late to a 9am move & never communicated being late nor did they subtract from the overall time they charged for my move. They detoured off the path to my second address to stop at a gas station for refreshments, adding ***** minutes of non-moving activity to my overall time of **** hours which I had to pay for. When I arrived at the location my stuff was to be moved into, I waited ********************************************************************* & detoured without telling me. They worked slower than any moving crew I have ever hired, wasted time (they worked at an hourly rate) by arriving late, making a detour & stopping to talk to me every time they came inside instead of staying on task. One mover kept inappropriately flirting with me, asking personal questions about my relationship status & social life. He asked for my number to hang out. As a female by herself I felt uncomfortable & pressured so I gave him my number hoping he would leave me alone & get back to moving my stuff. After the move, he texted, harassed me & asked to visit me at my apartment. Very creepy knowing he knew where I lived. They were very slow & openly complained the entire move. They took frequent breaks & walked with no sense of urgency. I noticed a large amount of property damage due to their negligence on my *************** apartment: cosmetic damage to furniture, gashes, paint missing, scrapes, torn edges on my couch, stains on furniture, damages to my apartment unit, wall paint scraped off of *************** It took them nearly 6 hours to move a small 850sq ft space out and into a 700sq ft space. I asked for a partial refund to compensate for carelessness, damages suffered, lateness, detour, ****************************** & never got a response from the business. I left a very detailed ************* call & was completely ignored. I paid $652 without the tip. I ask ****hrs back from ****, for the hourly rate they charged of $115/hr.

  Business response

  02/14/2023

  I remember ******** move as going off details from the contract. I (******) did speak with her at the end of the move and gave her all the totals and times. I asked how the move went and she said everything was good. If at any point of the move she felt uncomfortable she had my phone number to contact me and let me know things were not going as smoothly as she said at the end when i spoke to her. At no point did she have to tip the movers I state it is based upon performance if she wishes to tip. Clients are not obligated to tip movers ever. The number that is shown on the photo is that of ***** I believe my driver on the move that is the time they called that morning I believe they were lost and giving her a call. If any damages were to have taken place the client is to let me know when I speak to them not days later. As a woman myself I would never give my phone number to someone just to get them off my back if i do not want to i will not do that as an adult. Every moving crew is different and not all movers are the same. I apologize that the movers were not as fast as the last ones, no two people are the same. 

  Customer response

  03/31/2023

  Complaint: 19392533
  
  I am rejecting this response because:

  When the owner asked how the move was, I said it was good because I was in the presence of the move team and very uncomfortable and unhappy with the entire situation. I wanted them gone as soon as possible, so I chose to discuss my concerns later when they were not around. I tipped the movers because I felt it is common courtesy. While the movers did a very unsatisfactory job, I chose to extend my own decency for the move. I am NOT asking for a refund on the tip, but I am asking for a refund for the time wasted and damages reported, as explained in the documents I attached in my complaint with details provided. The number shown was of ***** (as acknowledged by the business owner) and shows when he called at 9:10 am (on a move scheduled to BEGIN at 9:00 am) arriving on site to my move location, which is proof that they arrived 10 minutes late. The business owner acknowledged that the number is his but did not acknowledge that they were late and I should not be charged for them being late. The business owner also did not acknowledge them detouring and not clocking out for that time. As far as the owners statement about a client telling the owner about damages on the phone and not days later, there is nowhere in the contract that states this, so this claim cannot be backed up. THE ONLY paper documents given to me, the customer are shown in the files attached Im my claim. Additionally, I called and emailed ****** (the owner) a very detailed message that was completely ignored and she never addressed any of my concerns until I contacted BBB to help me. When I called her, she said she was at a store and would call me back in 10 minutes, which she did not. I called again and was ignored. In response to her opinion on how I handled giving my number to get them to leave me alone, I am not her and she is not me. She even said no two people are the same, so it is unfair to project or extend an opinion on what a business owner and not the customer would have done in that situation. She was not the one who felt pressured and uncomfortable that day. Everyone has different experiences and I felt extremely uncomfortable around this mover and hoped this would make him to get back to work sooner, because all I wanted was for the job that took so long to be over. I would also like to ****** that an owner should take a concern like this more seriously as I am likely not the only female that has moved with this man as one of their movers, and his conduct should be considered unacceptable - it surprises me my input on his behavior has been dismissed not only for myself, but for future customers sake.  I am very saddened that the owner has completely dismissed and diminished my horrible experience on this day and hope for resolution.
   

  Regards,
  
  *************************

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