Dear Jeremy Maunder, almost everything that you have written in your review is extremely dishonest and you twisted a lot of things that ACTUALLY happened to try and make our company look bad.
At no point did we say that we would start your move at 7:00 AM. We did however say that we would request a morning start for you. You are absolutely correct in the sense that we arrived much later then we had anticipated on July 2nd. This was not our intention by any means and we sincerely apologize for this inconvenience. Understandably this made the experience more stressful for you however, given why we were late we hoped that you would be more understanding like you were on the day of.
For everyone else reading this to have a concept of why we were late, I will explain. Jeremy hired 3 movers (despite our recommendation of 4 movers and a extra truck, so 2 trucks altogether, we will get into that later), as the crew was preparing the trucks and going through their daily check list one of our movers received a call that his son had passed away due to a freak accident. Of course, we relieved him of work right away and for his safety had the movers drive him home in the truck while another one of our movers drove his car for him. This delayed us significantly. During this time we made it a point to keep Jeremy in the loop and let him know that we would be late and the approximate arrival time. Our head mover was in constant contact with him from the moment this happened. We also offered to reschedule for the next day if possible, since he preferred not to, the guys got there as quick as they could. We were unable to get another crew as all of our other trucks and crews were booked for that day. So we did the best we could in an awful situation and found an extra mover that we picked up from his home then headed to Jeremy as soon as we could. This is not an excuse for being delayed but the explanation as to why we were late. This is an extremely rare circumstances and not one that we could have avoided or foreseen happening. For this we apologize.
Our movers actually have years of experience when it comes to moving. When hiring this is one of our requirements. Please do not blame us for you not being properly prepared and for not listening to our original recommendation and therefore making such statements that our crews are inexperienced. To elaborate on this point, your agents strongly recommended that you go with a larger crew and a 2nd truck due to what you were moving. You seem to have forgotten to mention this in your review. After you reviewed your inventory with Jenna, she did not think that everything would fit onto the one 26 foot truck and recommended that you get another 26 foot truck and a 4th mover, not to run the risk of not being able to load everything.
In your review you are implying that our delay is the reason why we had to bring another truck to you and come back the next day. The truck that we loaded was full and they loaded it tight. They could not fit your remaining belongings onto the truck. This has nothing to do with us arriving late and would have happened either way. Not to mention that during the time before the guys did arrive, you were moving things yourself into the new home. You were aware of how much you had and you were obviously worried that it may not fit onto the one truck. So you made the conscious decision not to go with another truck and an extra guy despite our recommendation. There is a reason that we go through these details and use our expertise to ensure that your move goes smoothly. You also didn’t mention that the furniture was EXTREMEMY heavy and oversized. Having 3 movers versus 4 movers makes a world of difference when handling such items. This again, was recommended to you. Instead of overworking 3 guys (with the stairs in your home and very heavy peices), it would have made it easier for everyone with an extra mover. If you had gone with the recommended 4 movers and 2nd truck, despite our delay they would have been done at a decent time and same-day.
You also forgot to mention that we had our driver that just got back from another move much further from your address come meet the guys to try and load the remaining and get it done. Yes, it is correct that the truck battery died and we couldn’t end up using it. This did not happen to the 1st original truck but to the second truck that we brought from another move. Regardless, we agreed to come back the next day at NO EXTRA COST TO YOU to finish loading what did not fit onto the 1st truck and complete your move. We did not have to do that, but wanted to try and end things on a good note and not leave you with things left at your pick-up address. This second part of your move took 4 hours which we SHOULD have charged you for as you denied our recommendation for a second truck. So we saved you a total of $887.05 after tax.
Regarding your damages, due to them rushing to finish everything and being overworked (needed at least another mover for this job) they scuffed your walls. As compensation for this and the dented filing cabinet (which can still be used) we did not charge you for the extra 2 hours you went over. We charged you up until 1:00 AM where the movers actually finished at 3:00 AM, the first day. With taxes, this saved you another $281.13 which should more than cover the damages you have mentioned. So in total we discounted your move $1,168.18 for a delay that was out of our control and for you not going with the recommended options. We did our part and then some and yet you still write a bad review without being completely honest. The only damages you mentioned (directly to us) with regards to your furniture was to the filing cabinet. Your walls with the surface scuffs on them you sent pictures of. We more than covered these damages with what you saved. Let’s also not forget the waived processing fee for you, which saved you another $57.00.
Just to clarify we NEVER double book. All of our local moving clients have their own truck(s) and crew(s) dedicated specifically for their moves. We do not do more than one move per truck and crew. We do not appreciate you IMPLYING that this is what we do when you clearly knew the circumstances. We did not double book your move. We did not have a move before you. One of our movers lost a child that day and you knew this. Knowing this, you took this and spun it saying that we double booked you. This is very distasteful.
There is also no MAX time quote. It’s clearly written in your estimate and was said on numerous occasions that we charge you for how long your move actually takes. If you went with our recommendation it would have taken less time. And for the record we ONLY charged you for 11 hours so we don’t know what you mean by “Was quoted at 12 hours”. Your move actually took 17 hours but you only paid for 11. Sounds like a pretty good deal to me.
You did not pay over $2,000.00 you paid exactly $1,884.85 after taxes. When your bill should have been $3,110.03 after everything was said and done. You did all this “extra work” to save time for your move. Not for us. It was not asked or required of you by any means. You also did “extra work” because you knew that you had way more than you originally disclosed and that it would take more time. Please do not make things up just to try and make your review worse and to paint our company in a negative way. No one EVER threatened you, this is the first time you have ever mentioned such a ridiculous and serious accusation.
I think this response clears up everything that you had mentioned in your review. We ask that you revise it with the correct information or remove it completely.
Thank you –Total Care Moving
