ComplaintsforHelpers Moving & Storage

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a bid from Helpers Moving and Storage of $2977.50-3327.50 for an out-of-town move. The company told us they were very astute at estimating weight and that the estimate would be accurate. This estimate is how we chose to use Helper's instead of a large moving company that we had previously used that does not charge by weight. The contract (signed 8/12/24) stated they would let us know the price PRIOR to loading. Nothing was stated to us otherwise until AFTER loading was complete. During an approximate 3 hour loading period they did not mention any weight concerns. ******'s told us that our description items was accurate; but despite this, it would be almost double, adding on another $2712 and stating the weight was over TWICE as much as they estimated and that if we didn't want to pay that, they would move our items to storage (note the name of the company). This type of business practice leaves the customer in a vulnerable position during a stressful time. We asked for an immediate reweigh, which was denied. Helpers agreed to reweigh the next day on the way to our destination, but this was never completed. We asked about circumstances of the before and after truck weigh, such as: fuel addition, people and equipment in the truck, and were told we must be "conspiracy theorists" and they would not supply answers or information. Additionally, notable damage was done to our property (floors, walls and outside areas of a historic home) and items (damaged furniture, etc.) Helpers has attempted to "change" the contract, as to payment type and damage accountability. We feel the company was/is dishonest in many aspects and communication, often fabricating and twisting information - taking advantage of customers at a stressful/vulnerable time, and not taking accountability for damage. Additionally, they were over 1 hour late to start - costing us personal expense and loss. We are in the process of taking more pictures and obtaining estimates for the damage.

  Business response

  09/03/2024

  After ********************** reached out to us we asked if we could come by and take a look .  She said no they were quit busy and did not have time for our estimator to come by.  She asked if she could send pictures of the items she would be moving and that she was trying to sell a few items .  We told her that was fine but this was was not a firm estimate .  They residence was less than 1 mile from our office.  We made multiple attempts to set up an appointment to come by and each time were told no. She stated various reasons such as to busy , she would have to put the dogs up and it was too much for her.  ********** reached out the Friday before the load date of Monday the 26th of August, 2024. She stated again it was to much for her and she did not want to have to put the dogs up. After given a verbal estimate on the phone ********************** wanted to know if there was anything they could do to get the price down.  She was told take less.   ********************** was given a arrival time of between 10 am and 11am .  We arrived shortly after 11am .  We had previously suggested starting at 8 am but she refused stating that was too early.   Our company weighed the truck before the load and after the loading.  See attached scale tickets.  We have never had a client want us to reweigh a truck in 27 years of business.  These scale tickets are date, time, truck # and weight stamped.  It would be a federal offense to alter these tickets.  We provided copies of the tickets via email to the client.  The client wanted us to reweigh the truck .  She was informed if they wanted us to reweigh we would on the way the the destination address and they could pay for the reweigh.  They were also informed that since they had us come back and add a few more things onto the truck the truck would weigh more.  We were not adding any additional cost even though they had us come back. During the walk  through with the *** he was informed that their weight was an inaccurate and after viewing everything in person that they would be over the ***** pound quote.  Before leaving the shippers home ********************** was informed that they would be over substantially over the estimated weight. She barely opened the door and had to hold the dogs back and shut the door in the estimators face.  The driver reweighed the truck.  We did not attempt or change the contract  the one that *** ******** attached is the contract.  We do a damage report prior to loading and it was discussed with the *** ** stated that he was aware of the pre existing damage and that alot of the items they own are in distressed condition. Per the contract they are insured at $.60 per pound of weight.   The furniture items that are claimed be damaged were in that condition prior to loading. Also as stated in the contract any boxes packed by the shipper are not covered by the insurance. No report of damage was conveyed to our employees until after the shipper  was told their weight was over the ***** pounds and the move would cost more.  The home is an older home with some wear and tear. The chip on the door jam is possibly from the movers.  But the scratches definitely were not .  We had no large piece that required scooting. Those scratches were so obvious ,  if we had done that we would have pointed it out.   The shipper is obviously upset and taking it out on our company all because they refused to do an initial walk through.    We were told not to arrive before noon the following day to unload.  We arrived at 11:40 am and informed the shippers we were there and would wait till they were ready.  We waited till 12:10 PM and unload and the shipper was very short with us and the *** was hold up in the back bedroom with the dogs. Dealing with the shipper has been stressful for our employees. Their repeated accusations of dishonesty toward us and their stonewalling us has been exhausting. 

  Business response

  09/03/2024

  We have been in business for 27 years and we should have declined the job based on the erratic behavior of **********************. 

  Customer response

  09/04/2024

  Complaint: 22231176
  
  I have reviewed the business' response and am rejecting it because:

  No resolution has been provided.  We are currently in the process of disputing the credit card charges, obtaining estimates for the damage, and consulting with and securing legal counsel in the event that resolution cannot be obtained via BBB.

  Sincerely,
  
  *****************************

  Customer response

  09/04/2024

  Good afternoon, it appears our address is incorrect in the system.  

  The mailing address is:

  *****************

  ****** IL 62520

  Thank you

  Customer response

  09/04/2024

  BBB,

  Please see attached:

  Wall, trim and wood floor repair estimates for damage caused by Helper's Moving and Storage.

  Please add these to our claim as well as the cost r=to replace the antique pie safe ($350) and stacking tables ($125)

  Thank you in advance

  *****

  Business response

  09/06/2024

  We contacted the flooring company and the painting company and spoke to both of them.  ********************** reached out to them and submitted measurements of the 2 bedrooms and pictures.  They gave here estimates based on her information only.  The picture of the chip on the door jam was in the living area coming into the foyer, and as previously stated we could have done that.    We are not liable for repainting 2 bedrooms.  I spoke to ****** with the flooring company and he stated that the pictures she sent him were  obviously pictures of  old damage . In his opinion the scratches were made with something like a bed frame being scooted around or something heavier with no ***** on the bottom being scooted.   This is not the first time she has gotten estimates from him for flooring damage.  ********************** is trying to get us to pay for damage in 2 bedrooms.  One bedroom we took a a box out of and the other bedroom we removed a mattress and box spring (which they had disassembled and had leaning against a wall) and an old trunk by the door.  We hand carried everything out of those rooms. There is absolutely no way we made those deep scratches.   

  Customer response

  09/06/2024

  We noticed we are missing 15 moving blankets such as the attached picture.  

  Helper's Moving and Storage moved some of our moving blankets; but, would not allow us to wrap our furniture with them.  Some of the furniture was not not wrapped correctly or sufficiently and therefore damaged.  

  Customer response

  09/06/2024

  Complaint: 22231176
  
  I have reviewed the business' response and am rejecting it because:

  Complaint: 22231176
  
  I have reviewed the business' response and am rejecting it because:

  The estimates submitted were not for bedrooms.  I am not sure where that information/idea came from.  The estimates are for the living room and dining room - where many of the boxes and items were located and where the moving company spent much of their time working.  The damage is new.  Before pictures and after pictures were taken.  If anything was drug across the floor, it was likely the large hand truck - repetitively - as they are clustered in certain areas near where they were working.  (Of note, one of the employees from Helper's Moving and Storage, that was utilizing a large heavy hand truck/moving equipment, stated that it was his first day). 

  The long white appearing floor gouges with sharp edges are definitely new and much lighter and than the normal wear of the historic floor - where no previous large white scratches and gouges such as that existed prior to 8/26/24.  We have more pictures of the new gouges as well.  

  It is not for Helper's Moving and Storage to contact companies we obtained estimates from; and ******'s opinion bears no relevance to this claim.  The estimates delineate the approximate cost to repair damage done by Helper's. 

  It appears some facts have been twisted and/or information has been conjured up.  Bedrooms have not been mentioned in this complaint by us, yet appear to be brought up as an issue.  All bedrooms at ************************, have carpet, or are painted.  The pictures are from the dining/living rooms.  Those are the only floors in the house with that type of flooring. 

  Secondarily, not that we have to explain, but - the estimate obtained from ******* was not for ************************, or damage at all, for that matter.  It was for real estate investments, such as a small bungalow - in a different city, that was fixed up in 2021/2022 - and sold over a year ago.  The carpet was pulled up and the historic floors were found, renovated and refinished - not by ******* - and is completely unrelated and irrelevant in this matter.  However, this is a very good example of how Helper's employees behave (twisting and conjuring information) and how they conduct business; and therefore, I am glad this information was presented and utilized.

  The charges have been disputed on our card.  Additionally, if we cannot settle on this platform, we are prepared to pursue by further means.  

  Sincerely,
  
  *****************************
  
  
  
  

  Customer response

  09/09/2024

  Additional pictures - damaged items by Helper's Moving and Storage

  Customer response

  09/09/2024

  Additional pictures of damaged items by ******'s Moving and Storage

  Customer response

  09/09/2024

  Additional pictures of damaged items by ******'s Moving and Storage

  Customer response

  09/09/2024

  Additional picutres of damaged items Helper's Moving and Storage

  Customer response

  09/09/2024

  Additional pictures of damaged items Helper's Moving and Storage

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