ComplaintsforAndrews Moving & Storage Co

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was promised a quote of 2,098 dollars on a one day move. My home was assessed. Day of the move after they started moving me out, I was sent a quote of 3,750 dollars. I discovered this after we made it to my new house as I was helping coordinate the move. They also moved bags / perishables they weren’t supposed to which extended time and weight. ******** was incorrect on their original assessment and they took their time to move, racking up additional hours that I had to pay for and they were missing tools that required them to come back and finish. They also didn’t have enough boxes to pack up my kitchen, I had requested they complete the move in one day and extend the time and have more product run out to them. They made the decision to push it two days and charge me an additional cost for their travels for the second day after I adamantly requested not to. This is a result of their poor and in turne,- after being moved out, they are charging me double for a move they quoted be for originally back in July (24th). This was all incredibly misleading and unethical. Some movers themselves were wonderful people, a couple did not work efficiently and it showed. The company however, is to blame.

  Business response

  08/30/2024

  We are very sorry about your recent move with us.  We have moved many of your prior family members who all had wonderful experiences with us, which makes this one, even more disheartening.  We do need to clarify a few things that you wrote within your review that were untrue.  First your move was not extended by two days. This was a local move originally scheduled for one full day, which included packing the kitchen, and this was based on your survey of having 5,000 lbs.

  
  Our estimating team, which is also the highest rated department within our organization, is statistically within 1% of all estimates we provide to our customers. 

  The day prior to your move date, it was noted that you called up spoke to your salesperson about adding additional items.  Our salesperson said, as long as it was only a few items, this would not be a problem, and this would not change the scope or the estimate.  However, on the day of the move, when our crew showed up, the crew lead identified that there was much more present than only 5,000 lbs., the crew lead estimated that there was nearly double the original weight quoted, and took pictures of all the packing that the crew would be required to do, and immediately alerted, our operations, coordination, and sales team of these issues.  You were then immediately contacted by your salesperson, letting you know that a second day, and more boxes would be needed for the packing.  You were also called by our coordinator, letting you know that since the scope of the project did not match what was quoted, a second updated estimate would be sent and reiterated the need for a second day.  We noted your concerns at the time, you stated that you stated that you felt that the crew then packed items that did not needed to be packed and wasted an hour or too doing so as a result of the scope change within your move.
  

  Moreover, our crew lead did everything they could to accommodate your needs and speed up the crew without compromising the integrity of his moving team or the contents of your moving possessions.  You also stated that you tried to resolve your concerns numerous times with the management team on day one and on day two.  However, your concerns were addressed on day one with stating you felt you deserved an hour of time compensated with the crew packing things that you did not want packed.  On day two, upper management got involved again, after our sales, and coordination team both checked in with you, asking for your authorization to send a crew back finishing the move, and reiterating we would do all we can to speed up the move, but because the weight/contents being moved was double what was expected from the virtual survey, there would be more time and cost to complete the move. 
  In hopes to satisfy you as our customer, our management team also agreed to cut the move by several hundred dollars, saving more than 2 full labor crew hours for a 4-man job, taking into account crew labor, equipment and packing materials, making sure we did not penalize our crew for their moving efforts. 

  Lastly, you are questioning our integrity, our ethical practices, which are very important to our core values as a company, and which, we take very seriously.  We are always transparent with our customers; we do our best to go above and beyond to ensure satisfaction in every move both large and small.  All our customers are treated with respect, professionalism, and we do not tolerate anything less than this with the people we employee.  We significantly discounted this move, in hopes of improving our relationship with you our customer. We communicated the issues as soon as they were presented to us, and clearly to you, our customer, every step of the way - including the costs associated with you not being ready to move.  We are deeply saddened to read this review, and hope to continue to do all we can to positively serve our customers within our moving industry and community.

  Customer was presented with the hours, manpower, descriptions of services provided, and the cost associated.  Customer signed off on the work, and tipped the move crew.  She now is threatening legal action if we don't cut our charges even further than we have already. 

  Customer response

  08/30/2024

   I am rejecting this response because:
  
  To Whom It May Concern,
  
  I am compelled to respond to the unsatisfactory and inadequate reply from Andrews Moving Company regarding the significant issues experienced during my recent move. The numerous deficiencies in your service, assessment, and communication have resulted in considerable financial loss, emotional distress, and substantial disruption to what should have been a straightforward transition into my new home.
  
  The initial assessment conducted by your company was fundamentally flawed. Despite my explicit inquiry regarding whether it was necessary to open the cabinets for an accurate assessment, I was instructed not to do so. Consequently, the movers assessed the move with the cabinets closed, leading to an inaccurate quote of $2,098. Had I been aware that the final cost would escalate to nearly double the initial quote, I would have refrained from engaging Andrews Moving Company.
  
  Furthermore, I discovered during the move that the glass items left on the countertop were to be handled by Andrews due to safety protocols, which I was informed of only after the move commenced. I had been assured that the FaceTime assessment was adequate and that opening cabinets was unnecessary for an accurate evaluation. As I am not a professional in this field, I trusted your team’s guidance, only to find that their assessment was incorrect. The need for a second day was a result of poor planning on your part, not the minimal additional items I provided.
  
  The issues were exacerbated by the disregard for my specific instructions and the subsequent mismanagement of the moving process. I was informed over an hour into the move that additional time and costs would be required, extending the move into a second day contrary to my explicit directive to complete the move in one day. Despite my willingness to wait for additional packing materials and my clear communication about the sufficiency of materials I had provided, the movers' actions resulted in inefficient use of time and resources.
  
  The movers' conduct included packing perishables that I had specifically stated I would handle myself, thus incurring unnecessary charges. Moreover, the decision to pack and move trash bags, which I had indicated I would manage separately, led to an increase in weight and associated costs. The mishandling of my belongings included broken furniture and improper assembly of essential items, such as my desk and crib, raising safety concerns for my child.
  
  Furthermore, the lack of organization and poor guidance from your team resulted in approximately $3,000 worth of kitchenware being left at my previous address. This oversight necessitated additional time and effort on my part to recover these items, significantly adding to the stress of the move.
  
  In addition, I was told that pushing back my move by a week could be done without issue, a point which appears to be a misleading attempt to justify the additional charges. The initial quote of $2,098 was approved, and I did not agree to or sign for the new, inflated quotes. Paperwork presented to me did not reflect the full, accurate total, adding further to the distress.
  
  My attempts to address these concerns with ******, ****, and **** were met with inadequate responses and misleading information. ****** assured me that the quoted amount was a buffer and should not be a cause for concern. **** provided contradictory information regarding the necessity of a two-day move, and **** falsely claimed that I had requested such an arrangement. The lack of transparency and the undue pressure to sign incomplete paperwork further compounded the distress caused by your company's actions.
  
  The impact of these failures extends beyond financial implications. The move, which was intended to facilitate a smooth transition into my new home, has instead resulted in weeks of additional work, manual labor, and emotional strain. The transition has been turned into a prolonged and stressful ordeal, contrary to the service and support I expected from Andrews Moving Company.
  
  We have consulted legal counsel regarding these issues. If they are not promptly and adequately addressed, we are prepared to pursue legal action. The conduct of Andrews Moving Company clearly falls outside acceptable business practices and ethical standards. Immediate compensation for the damages and distress caused is essential.
  
  Thank you for your prompt attention to this matter. I anticipate your swift resolution.
  
  Sincerely,  
  ****** *********

  Customer response

  08/30/2024

  I am attempting to upload images and videos of the broken frame, dresser, crib that wasn’t secured and the desk that was reinstalled incorrectly as well as a timestamp with the pots and pans showing they were left  but it will not let me upload even though I’m following the steps. Please let me know if you need this from me and how else I can go about submitting this as I do have the evidence/proof. Additionally, I do want to reiterate the movers did not have the right allan wrench to take a part the crib which extended the time and I should not be at fault for their poor planning and lack of basic necessities that come with the job they were hired to do. Thank you for your time.  

  Business response

  09/03/2024

  This is the first we are hearing of any damage.  Like all moving companies, we have a claims process this customer is welcome to proceed through.  She can call her move coordinator to begin that process.  We require all invoices be paid in full before any claims are reviewed/processed.  This is also a standard business practice for our industry. 

  Customer response

  09/05/2024

   I am rejecting this response because:
  
  I am uncomfortable contacting Andrew's Movers directly due to the treatment I have received from them, which is why I have not reached out to them personally about the damages. I am using this claim to document all relevant information in writing. I will not be paying for a quote that I did not agree to or sign for, as I do not trust that I will be reimbursed for the damaged items. ******** Movers has consistently operated in an unethical and dishonest manner, and the damages are just one more example of their lack of care, consideration, and efficiency throughout the entire move.
  
  This is not just a case of poor planning and communication on the part of ******** Movers; it reflects a broader pattern of unethical behavior. It now appears that the additional charge we did not agree to is being used as leverage to withhold reimbursement for the damages. Given our experience, I do not trust that they will follow through, nor should we be required to pay for a quote that we did not contractually agree to. We have already paid the quoted amount and should still be reimbursed for the damaged items. 

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