ComplaintsforNew Caney Movers

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this moving company because I am 6 months pregnant and recently getting out of a abusive marriage. I have 2 small children and a teenager. I was moving from a small 2 bedroom 2 bath 1st floor apartment to a larger apartment approximately 8 miles away. I had boxes packed and I had beds broken down. I had 1 king size bed set that needed to be moved, I sold My children's bed to have less items to move (3) Teenagers arrived on moving day. I was quoted MAX 6 hours to move. They said there was a mix up at the office and they had a smaller trailer so they would have to do it in two trips. I found it odd that the truck or trailer did not have the company logo. The movers took their time, complained and just flat out didn't want to work. They got "lost" on their way to the new apartment which i was charged for the time. When they finally arrived, they were complaining because I was on the 2nd floor. They began to move my boxes and items placing everything in the living room in piles. I am 6 months pregnant and had to drag boxes to rooms because of their laziness. They left to do the second trip and didn't return for hours. It ended up taking these(3) teenagers 9 hours to move a small 2 bedroom 2 bath with all furniture broken down and ready to move. I was charged $1318.00 for this service , After I paid and they left, I found that they left a bag of my children's clothing outside which I had to move myself. i contacted the owner and explained my concern and how upset i was to be taken advantage of. She said she would look into it and speak with the movers. She never got back to me so I made a dispute with my bank. After 3 weeks, the dispute was declined by New Caney movers. I called and spoke with the owner who was rude and spoke to me in a "as a matter of fact" attitude. she stated they decided to do nothing to fix this problem and to " leave a review " and have a nice day". I am willing to pay for the MAX hours they quoted me but the owners are refusing.

  Business response

  10/24/2022

  We apologize Mrs ***** was not satisfied with her service, after review of her photos sent, it was determined that the offer to her was valid. In the photos, there is a lot of unpacked items, not being properly prepared and packed makes for more hand carry items which causes for a longer move time, especially with stairs, the movers are not able to use their equipment sufficiently. She has no reports of lost or broken items. Her movers are of working age, not 3 teenagers as she reports. I understand being upset, but she went beyond trying to get a 50% refund via her credit card company.  We offered her an hour refund of $150.00, she declined.

   I reserve the right to take no further action in with her complaint. There is no loss of or damage to her items.

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