Monty P Wzv

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Resolved: Find Another Company

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Updated by user Jan 20, 2020

1/20/20 I was finally able to speak with Scott (the owner) today, and after a very constructive conversation, he graciously offered to compensate us for what we felt was an overcharge due to a moving crew miscalculation when loading the truck. I am satisfied with the settlement, and wish it had not been delayed resulting in my negative review below.

As I noted, this was the second move within a year with Heavenly Care and I can now confidently state that I would use them yet again should the need arise. I also want to restate that the movers who handled our furniture were very professional and took great care with our things.

Original review Jan 14, 2020
It is with great disappointment that I have to submit a negative review, something I try hard to never do. Our move last month (12/16/19) was the second time we used this company. The first time was about 7 months ago, moving from a home to an apartment. We were able to store 1/2 our furniture in a garage onsite, so the movers didnt have to unpack and unwrap any of it, just place it in the garage. Additionally, in the 7 months since moving into the apartment, we gave away a sofa, a dining room set, a bed, a dresser and a table, so we were moving less furniture this time than 7 months ago. The move last week should have been much easier, even though the move itself was about 47 miles away. The movers were nice guys and seemed very conscientious about their job, however, they misjudged the way they were packing the truck, so after loading up the furniture stored in the garage, they had to spend well over an hour rearranging the load so the furniture in the apartment would fit. Okay, not that much of a problem other than the fact that the clock was ticking at my expense. (Around noon, I asked them if they wanted sandwiches for lunch, they said yes, so I brought them Schlotzkys with chips and a drink, just trying to be nice and show them my appreciation.) A bed frame from one of the apartment bedrooms couldnt be completely disassembled due to a stripped screw head that the previous crew had messed up, so, with no options to get it on the truck (because the truck was full), we elected to just throw it in the apartment trash area. When the truck was completely loaded, I called to their attention there was still a couple of patio items that they had failed to pack, so more time passed as they contemplated what to do with those items, eventually settling on strapping them to the back of the truck, along with their dollys. The trip to our new home went okay, then came the unloading, which, in my opinion, took much longer than necessary. Okay, the guys perhaps were tired, but again, Im paying the bill as the clock ticks. I again provided a meal, this time chicken from Popeyes. They arrived at our new home about 6pm and finally left at 10pm. Missing was some hardware (bolts) for our dining room table (probably misplaced by the original moving crew 7 months ago) and slats for 2 beds in both bedrooms. The crew didnt hook up either refrigerator, the ice maker, the washer or the dryer. I had to do that myself. The longer the day went, the slower things were moved. Okay, they were tired, but again, the clock is ticking and Im paying. We tipped the movers in cash because again, we were trying to be nice, and they were nice guys. Probably a mistake in hindsight. The move began at 9 am and concluded at 10pm. The original estimate was for 7 hours; it actually took 13. The final bill, even with a $100 coupon, exceeded the estimate by over $600. I tried calling 3 times the week of the move to discuss this with the owner, who I was told was the only one that could negotiate a partial refund. He never called back. Each time I called, there was a different excuse for why my call wasnt returned and the promise he would call the next day. Didnt happen. I sent a text that Friday, telling them that if I hadnt heard from them, and, if I didnt get an itemized receipt by noon today, Monday, I would provide a review that wouldnt be very favorable and dispute the charge on my credit card. Thats where we are today. Again, I cant think of the last time I posted a negative review. I know private businesses have a hard time making it, but if their customer service isnt good, they wont make it anyway. All I wanted was the professional courtesy of a call to discuss my dissatisfaction. And it never happened. Unlike my first experience with them, I would not recommend their services.
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  • Extra hours billed for errors in judgement
  • Inflated estimate
Reason of review:
Not as described/ advertised

Preferred solution: Price reduction

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