Move from Vancouver to Cloverdale
Action movers is a good company as far as their movers and efficiency go. I have nothing against the workers who actually do the work. In fact, we liked the job they did so much that we recommended them to others and used them upon our most recent move. We had moved about 2 yrs ago and we remembered the movers and the great job they did so we emailed requesting a quote and was given an acceptable amount and opted to use them again. When I called to confirm the quote it was different, Mark agreed to honor it since I had the email quote. Upon move day the paperwork suddenly showed a travel fee which hadn't been discussed or even mentioned in either the email or phone call. Mark told me that because I had moved before he figured I knew about it. This was unacceptable to me and I was angry. He told me I was charged this the first time too, which was untrue as I found my paperwork later and there was no travel time fee. He offered to meet me halfway and since it was a out of town move I agreed, but still find it unbelievable that this wouldn't be brought up beforehand. Our final total was just under $500 with all taxes, surcharges, travel fees and the base cost. We signed off on this, but upon checking our credit card statement found that we had been overcharged by $200!!!! We both started thinking back to the first time we used them and had a feeling that the overcharging had happened the first time too. We went back through our credit card records and found that we had been overcharged the first time. So, word of warning for Action Movers - check your bank or credit card statements after the move!! I know many people who don't and we had to call them both times to get a refund ourselves. We won't be forgetting this a second time and won't be using them ever again unless paying cash.
- Approximate cost of services:
- $500.00
- What could this company do to improve their services?
- Regardless of if the client has used your company before tell them about all fees and surcharges. No one likes hidden fees or surprise costs on moving day. Don't overcharge! If it's a matter of order entry take more time. If it's ripping people off I hope you get busted. It's scary for me to think what might have happened if I'd never called back for my refund and the fact that it happened both times we moved with you
- Any advice to offer fellow homeowners facing a similar project?
- Pay cash!!!!!
- Company Response
Thank you Katie for your review. It is unfortunate that your concerns were not expressed via telephone, as you agreed and accepted the .5 travel time, instead of the 1hr. 99% of all moving companies have a travel time, just like you, our company doesnt work for free, and our movers are paid 30 min to your location and 30 min return. 2 years ago, we still had the same travel time that was included in your move. if you did not get charged last time, then you recieved an added discount. Our sales office does inform our customers of a travel time charge, but we will not assume anymore that previous customers are aware, and will bring this up in our next meeting. As for the overcharge, we noticed that the following day, and apologize for the overcharge, we HAVE refunded the charge and rectified the situation.