Johnson Moving & Storage

Revdex.com: At this time, I have not been contacted by Johnson Moving & Storage regarding complaint ID Regards, [redacted]

Revdex.com:
At this time, I have not been contacted by Johnson Moving & Storage regarding complaint ID 11821414.
Regards,
[redacted]

Review: Services for moving was provided on 1/8/2013 and refrigerator was dented during the move. I sent pictures as well as made a notation on the invoice when services were completed. As of today nothing has been said as to what is going to be done about replacing or repairing my refrigerator. I've reached out by phone as well as sent numerous emails concerning this matter. But the owner as well as the office manager have yet to acknowledge this outstanding concern.Desired Settlement: I would like this piece of merchandise to be repaired or replacement.

Consumer

Response:

This matter was resolved between the business and myself and can now be closed.

Review: I was moving from an apartment on the third story to a townhome. I was quoted a price of around 350.00 bucks to move my larger furniture and some plastic binds only. The night before the move, the gentleman that was moving the furniture called to confirm where I lived. We discussed me living on the third floor to the point of discussing how many steps there were to get to my apartment. When the movers came, they did a great job of moving and breaking down my larger pieces of furniture. They were pleasant and professional. However, when it came time to pay the bill the cost had gone up another 200 bucks. I was told that the quote that I was given didn't include the fact that I was on the third floor. I explained that I discussed with the owner (he was also the gentleman that picked up my furniture in the apartment) that I was on the third floor as well with the woman I spoke to concerning the quote. The moment when the movers knew that the cost was going to go up, I should have been informed and they didn't say a word until all of my furniture was on the truck. I immediately called the main office to discuss this issue. The woman that provided me with an estimate was rude, unprofessional and nasty. She further explained that the I would have to pay the same price I paid to have my furniture from the apartment as I paid to have it set up in the townhome (my furniture had to stay in storage for a few weeks). I asked if it made since to her that it would be the same despite the fact that the movers wouldn't have to go up three flights of stairs and she said yes! After everything was said and done, I paid over 1,000 to have part of my apartment moved to my townhome. The movers were very nice and courteous but the estimate that I was given and all of the issues surrounding that issue was horrible. Never again with I use them or recommend them. My sister was moving, 8 friends were moving and my parents were moving (my parents were with me the day of the move) and we would never refer the company. It is costly to have a significant financial change at the last minute when your back is against the wall. That isn't good business!Desired Settlement: They should be paid for the work that they did do. However the misrepresentation of cost, the lack of communication concerning the increases that took place and the fact that I was charged the same amount for moving into a townhome with one set of stairs that I was charged for moving out of a third story apartment.. I believe that I should be refunded a total of 400.00.

Business

Response:

Regarding the claim by [redacted],

I provided **. [redacted] with an estimate for her move for $354.40. When I asked about what type of home she was moving out of she told me a house. Her estimate was based on moving out of a house with normal circumstances. We cannot see every detail over the phone, but try to make every effort to be fair and accurate when estimating. Had **. [redacted] been forthcoming about her move out situation, I would have accounted for that, and her estimate would have reflected that.

Also, I explained to **. [redacted], how we charge for pick up/storage/delivery jobs(i.e. the final amount for the pickup is what we charge for redelivery). She received her first month of storage free with the understanding that our company was to provide the delivery service. After calling to complain about the price difference ($150.60) **. [redacted] was given the option to use another company for the delivery of her goods, but that she had to pay for the month of storage she already received free. **. [redacted] declined and opted to use our service, with the understanding that the charge would be $505.00.

The call she received the night before was to verify the address, he did not discuss the quote because that was not the nature of his call.

Furthermore, I would like to reiterate that she received an estimate based on an hourly rate, not a flat rate. **. [redacted] was aware of this when scheduling her move.

We regret that **. [redacted] was not clear on the terms of our arrangement, and that our services ended up being out of her anticipated budget. We do feel, however, that she received quality service, at a fair price.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

There was

absolutely no reason for me to not be forth coming concerning where I live. In

addition, I was supposed to be mailed an estimate so that those details could

be reviewed and I was never emailed the quote for the move as asked. If that

would have been done, the issue could have been resolved at that time. I even

called back the same day to ensure that I would be email was however [redacted]

was gone for the day. I was told that the message concerning the emailing of

the quote would be passed on. When the mover (**. [redacted]) called and discussed

where I was living and the number of steps there was to get to my apartment the

night before, regardless of if that was the nature of his call, he was aware

that I lived in an apartment. He should have mentioned that his records show

that he was supposed to be going to a home. He should have at that point,

brought that to my attention and mentioned that I needed to speak with [redacted]

the following day concerning this oversight. There was no way for me to catch

this issue! There could have been a several issues as to why the mistake was

made. I am not in the business of pointing finger but I do believe in checks

and balances. One of my issues that I have as a paying customer,

is that [redacted] said I lied. Not

only did she accuse me of intentionally deceiving her but was yelling as if I

were a child. Who runs a business/works

at a business and speaks to a customer in such a way? The customer services

provided once my money was taken was horrible to say the least. I have been in customer

service for over 15 years and regardless of what she believed, her nastiness

was/is unacceptable. My address was [redacted]. There is no

way that can be confused as a home. [redacted] had my address for the estimate. She

needed the distance from my apartment to my townhome. I am not aware of any

home that has an apartment number.

There was an offer to have another company

come and get the items after my initial complaint about the cost. This wasn’t a

courtesy as alluded in her response. There was no way I could have spent the

time to trust another company to do the move. The original intention was to

have the items moved though other avenues but because of health issues, it was

best decided to have movers. The delays that happened due to my health concerns

on my part didn’t allow me to have the ability to contact another company and

be available to ensure that my items were successfully picked up from [redacted],

MD. In addition, my cost would have increased, but more importantly based upon

[redacted]'s unprofessional, accusations, and nastiness; I didn't want to take a

chance that my belongings would be damaged or that I would have been given a

difficult time when the items were picked up. She was downright rude.

Every

estimate that I had called previously was based on distance and an hourly rate

(as [redacted] mentioned in her response to my complaint). The gentleman that moved my belonging to

storage indicated that he left later then he did. I brought this to his

attention he said to me (in front of my parents) that it was because he worked

harder. He asked me to initial the time

that he left but I refused. I kept a copy and indicated that when he and the

other mover really left (which was around 1:30) but he stated that he left

around 3:30. Both of my parents were in

the home when this happened as well as phone records to indicate when he left.

I called as he was leaving to complain. Furthermore, while packing my belongings; it still wasn’t addressed that the cost

was increasing until all of my belongings were packed and on the truck. That

isn’t good business nor is it professional. The mover was capable of telling me

that the cost was increasing. I could

have had him stop but I wasn’t given that option.

Bottom

line, at some point there was a communication issue and as far as the company

was concerned, there were several areas where this issue could have been

caught. It could have been caught when the address was given, when the estimate

was emailed to me; had it been emailed to me, when the call was made the night

before, and when the mover was adding to the estimate based upon the location

of my apartment. On my part, I called to

ensure that the estimate was mailed and was told it would be passed on. I quickly became ill after as I explained to

the movers when they entered my house (hence why my parents were there) and was

almost hospitalized. I was unable to follow-up with this due to that issue nor

should I have had to. So the original

quote should be honored. Nobody should have to be responsible for the amount of

issues, dishonesty and mistakes that took place here. I do believe that when people are moving, that

the ugly disposition that [redacted] displayed shouldn’t be experience by any

person. I do think I should be refunded for the difference of the estimate

which 301.20 according to **. Ford (which includes the pick-up and delivery to

my new home). I can agree to that!

Regards,