I had some thngs moved into storage to sell my home. The movers showed up on time but but with no foot protection. They tracked dirt and mud all over the new carpet I had installed to sell. When they were finished packing they asked for a reference letter and pointed out the "tip" area of the invoice. I felt blackmailed as they still had my stuff. They took about 2 hrs and 10 minutes to load up the van (half and hour of which was getting my large refridgerator out the door and 20 minutes was getting visa verification from their head office). They then charged me for 5 hours moving time. This didn't make sense. They wouldn't have to spend more time unloading than loading nor would they have to get visa verification etc. When I went to sign for the storage unit they had increased the unit size on me without informing me and wanted $250/month instead of the $190 agreed on. The reason - the fridge wouldn't fit through the door of the storage unit. It fit through my front door. They charged me a $100 deposit for the move on MC but I couldn't produce it to give them an imprint when they came because I had actually lost the card and was awaiting a replacement. They said I would have to pay the whole moving fee on another card and be refunded the deposit. I did so...this was a month ago and I still haven't got my deposit refunded! I have called repeatedly and am told 'it will be processed today, we are so sorry" but no refund has come. I have filed a complaint with MC.
- Company Response
In response to your complaint on March 21, 2007, we are sorry that you were disappointed with your move as keeping our customers satisfied is our priority. All of our movers carry ample supply of both floor protection and shoe covers to each move. Your move was assessed at 5 hours because it included loading, 1 hour travel time and unloading at the storage facility. All drivers are required to obtain verification when payment is made with Visa or MasterCard typically this process takes 3-5 minutes as the call is placed to the credit card authorization centre.
In regards to the refund for your MC, it was necessary for you to provide us with your card number in order for us to complete a refund. It is company policy that we do not keep credit card numbers on file for customer security purposes. Upon receiving your card number again, we refunded your deposit. We try to make moving easier by suggesting a self-storage location when required by the customer. We do our best to assess storage need however storage size is determined by the volume of contents being moved. Because your satisfaction is our commitment we agreed to pay the difference in the amount of your storage locker.