Thomas, I appreciate you taking the time out of your day to respond to my review, however I believe…read morethat some wires may have gotten crossed here.
Firstly, a box truck was always what we had spoken about. From your first message to me on Yelp, you included a box truck as part of the service. We had a 21 minute phone call on 6/15 at 1736 where I listed every item room by room, and you presented either just utilizing the two pickup trucks for a lower price, or adding in the box truck for extra. I told you that we would need a box truck due to the size of the move. On 6/30at 2047, I sent you 11 photos of all of the rooms in the home, clearly showing all the items and furniture needing moved. This was never an 'additional' request, it was the service I was expecting from the beginning.
I also clarified in my review that the delay itself was not the driving factor of the review. Things happen, people are delayed, that has always been understood. I also communicated from the beginning (first notification was the phone call on 6/15) that the move would be from an upstairs apartment unit and will include heavy items. We were told that that was okay and your team could handle it. The heavy items were also clearly visible and outlined in the 11 photos sent to you.
In response to your offers to return to 'finish the move,' you are correct that we did decline repeatedly. We expected the move to be completed that day within the contracted cost of $1200 as discussed and signed on in the moving agreement you sent me 4/2 at 1228. When we were told that despite the significant delays in the start of the day that were not in our control, we would still be responsible for additional costs to cover the services that should have been covered within the initial cost, we chose to decline. I'm including a second photo where I have blocked out your number for privacy purposes. In this screenshot, you tell me that you do this level of move all the time and I would not receive any additional costs based on any circumstances you encounter beyond the initial photos and quote. To then tell us that you could not complete our move without additional costs was unacceptable to us.
Your accusation that members of the household attempted to hire your crew is also exaggerated and untrue. My husband was making conversation with your crew and explained what he did for work. A member of your crew indicated interest to my husband, and in response my husband told him that applications were online and he was free to apply if he so chooses. There was never an offer of employment, and you and I joked and laughed about the exchange in the family room of my apartment at the time that it happened. For you to then come back and attempt to label this as something shameful that we did on a public forum is incredibly unprofessional as a business owner.
In addition, I want to bring up the comment that this was the Sunday morning, after the July 4th. On the phone, I told you that if the date was an issue, we could look at another day or I would handle the move myself.
My original review did not include any of the damages we found after beginning to unpack and set up, because I was grateful for the work done by your team. But, since this has now become a whole thing, I suppose I will include that now. One of the tracks of a dresser was completely ripped out of the dresser, rendering the dresser unusable. This was not disclosed to us at the time of the damage, instead, I found the track later placed inside the dresser, out of view. I also had an antique hand carved wooden standing mirror. A piece of the carved wooden filigree was broken off, not disclosed to my husband or I, and closed in the closet away from the mirror for me to discover later.
I am amending my review to one star due to the nature of this exchange and your refusal to take accountability for any of the issues of the day.
ETA:The business owner has now attempted to add me as a friend on snapchat following my reviews. This is without a doubt the most unprofessional portion of this experience by far.
