BEWARE OF THE BAIT AND SWITCH
We were quoted 1 truck and 3 movers for 8 hours totaling $2000.00, but as the day went on we were told we needed another truck (PLUS 2 MORE MOVERS) to fit everything as well as to speed up the process as ONE TRUCK WOULD BE UNLOADED AT THE NEW HOUSE AS THE 2ND TRUCK WAS LOADDING AT THE OLD HOUSE, that would save us time and money. We were okay with this, and approved the 2nd truck.
But what did happen is that the first truck that was already loaded waited for the 2nd truck to show up and then be loaded. Which was not what we had agreed to or approved.
It's only a 15 minute drive from one house to the next, but it took 1 1/2 hours from when they left (keep in mind we were being billed almost $400/hour) for them to show up at the new house.
We ended up paying over $4000!!! And what is even worse is that despite 2 trucks and 5 movers we had to make several trips back in our own SUVs, as well as 2 cargo van trips that had to be arranged to move several left behind items (not all pictured), even though there was plenty room in the 2nd truck.
A bit of damage occurred during the move as well, we brought up theses concerns right away but was told it is what it is and my follow-up e-mails were ignored.
Crew was polite and worked hard while we were at the old house loading, but after the arrangement of an additional truck to save time and the arrival of "management" in the 2nd truck (AKA bait and switch) it all went downhill very quickly.
Strongly advise not to use or recommend this company.
- Approximate cost of services:
- $4,050.00
- Company Response
Thank you for your feedback as customer satisfaction is our top priority. Unfortunately, one of the only correct parts of the statement you have made is that you were quoted 1 truck and 3 movers. The 8 hours you mention was a minimum charge that is clearly stated in the contract you signed and returned to our office. The quote was based on an inventory list that YOU provided. At no time was it requested that you needed someone to come out and verify your list.
The task of packing, preparing and providing an accurate inventory is the responsibility of our customers. Unfortunately there ended up being a considerable amount more than you had listed ( outdoor shed, additional boxes and a large amount of gym equipment. The driver spoke to you about this issue and our office was contacted by our driver. Fortunately, we had a separate crew that finished earlier that day and they were able to come and assist on your move. You agreed to the second truck and crew and the cost it would entail.
When the second truck showed up, the first truck was still being loaded. According to the GPS in the trucks, they arrived at the unload destination 55 minutes after they left the load site. Half an hour of this time would have been for their well deserved 30 minute lunch break, which is again detailed in the contract you signed.
If you had sent us an accurate inventory, you would have received a quote close to the amount that you paid for your move. There was no “bait and switch” or deceptive practice on our company's part but rather a large mistake on your part by sending in a very inaccurate inventory list.
You did not mention any damage at the time of the move or in the emails you sent afterwards. As you have mentioned, our crews are hardworking and polite and performed at the high standards we would expect on what was one of the worst winters days of the season. Poor weather is the toughest to move in and we understand that this was a long and challenging day for all involved. Respectfully, Mountain Moving & Storage Ltd.