ComplaintsforZippy Shell of Greater Philadelphia
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Complaint Details
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Initial Complaint
05/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I put out a bid on ****'s **** for movers in the Philadelphia area to move my daughter from her one bedroom to our house for 5/12. I got many bids, mostly in the $900- $1300 range, but I chose Zippy Shell for its lower quote (less than $1000). We were desperate as we had to move out our daughter because a roommate had become unhinged, both my husband and myself were out of town at the time. I still checked reviews and reputation and it looked like Zippy Shell of Philadelphia was well-reputed. I spoke to ***** and we estimated the move would take about 1 hour with three workers, with one hour commute to Princeton. They were scheduled to arrive at 9:00, but they arrived at 10. Nonetheless, they were able to pack up everything in 30 minutes and get to our house at 11:15. They were done by 11:30. I have texts from my daughter, video and time stamps to prove the timing. Zippy charged us $2532 on my credit card on 5/24, which I will deny. They charged as much as they could to max out my credit card and I believe they would have charged more if they could have.$2532 would easily be twice all quotes we received. Though I know there are always hidden fees, this is exorbitant and taking advantage of our family.
Business response
06/02/2023
We apologize to the customer for the issues caused by our new system's error. The charge was a mistake, and a refund has been processed. We appreciate the opportunity to make this right.Initial Complaint
05/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On September 6, 2022, I received moving services from the vendor, Zippy Shell of Greater Philadelphia. I paid $1,501 for moving that included wrapping of TVs, mirrors, and pictures, as well as padding between furniture while in the truck, and dismantling of furniture. The vendor did not fulfill most of these promises (did not pad the furniture on the truck, resulting in scratched and dented furniture and did not bring any tools for dismantling, resulting in me needing to dismantle two bed frames and bring them to my new house on my own). In addition, the vendor dented and scratched walls in my old apartment and new apartment. I reached out to the vendor in October and November of 2022 in order to fill out a claims request for the amount of $470 based on damaged items and a failure to meet promised services. The vendor received the form on 10/31/2022, and I reached out for an update on 11/13/2022. The vendor provided a response on 11/14/2022 stating the dispute was in progress. I responded an acknowledgement to the vendor and have not received a response since. The invoice number is ***************.Business response
05/10/2023
We appreciate you taking the time to speak with our Upper Management Team so that we could further discuss your experience and resolve this situation with you. Were so glad to have had the opportunity to make things right!Customer response
05/15/2023
[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 as Answered]
Complaint: ********
I am rejecting this response because:
I have not spoken with anyone from the business since November 2022. This is documented in the Zippy Shell No Contact Proof and Zippy Shell Last Emails images attached. I reached out to the business on May 4, 2023 to let them know I was contacting BBB. I have also never spoken to the Upper Management Team, as described in the business response. The business has not "[made] things right" as there have been no changes to my credit charge, demonstrated by the search for the business on my ***** account in the Zippy Shell No Change image attached. The business has neither discussed my experience with me nor made things right.
Regards,
*************************Business response
05/24/2023
We appreciate the opportunity to provide additional clarification. The General Manager and our Customer Resolutions team have reached out to the customer via phone (left multiple unreturned voicemails) and via email regarding the loss evaluation, the customer's experience and next steps.
As always, our team welcomes communication with the customer regarding resolving the evaluation so the customer can receive any credit due.Customer response
05/25/2023
[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 as Answered]
Complaint: ********
I am rejecting this response because:The business response is not accurate. I have not received any contact from the business upon providing a completed customer claims form. I re-attached my last contact with them (Zippy Shell Last Emails.png) in which I was the only party to communicate. I also re-attached my inbox in Gmail to demonstrate there has been no contact from the business (Zippy Shell No Contact Proof.png). The business has never called or left "multiple unreturned voicemails." I have provided a screenshot of my voicemail box, which clearly shows a total of 0 unreturned voicemails from the business (Zippy Shell No Voicemails.png -- the business has an area code starting in ***).
In this type of situation, I am surprised the business was still seeking further communication. The last step would be a credit to my credit card for the value of damaged items and unfulfilled services. I have previously provided the business with a completed claims form, photo evidence of damages to my property, and a clear explanation of services not rendered. If the business would like to call me, my number is **************. However, I have met all of their requirements to initiate a refund -- the resolution must come from them.
Regards,
*************************Business response
06/01/2023
The General Manager and the customer have engaged regarding the loss evaluation and the customer's experience, and they have reached an agreement on a credit amount. A check for that amount has been approved and is in transit. We appreciate the opportunity to resolve this matter.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.