Total Care Moving

Dear Alex,

Yes let’s talk about writing a negative review for no reason AFTER not having any issues on the day of your move, and being so understanding but conveniently after your move you bash our company… We will respond to each of your points below, honestly, unlike your statements.

First let us comment on your trap comment. You needed local movers and hired us. No one forced you to do so, it’s your own choice. We picked up, loaded and delivered within the same day despite our truck dying (your weren’t billed for it). We provided the service promised. This review is not deserved but unfortunately we cannot expect to deal with reasonable people all the time.

Not a single piece of your furniture or item as were damaged. Apparently, you say that your dishes were broken but when asked for pictures to proceed with your claim you say that you already threw everything out and didn’t take any… very convenient . I’m sorry are we just supposed to trust that you actually have broken dishes yet you cannot send any proof?! So how do you expect us to open a claim for you, discuss this with management and movers and send it to insurance for review with nothing to provide them? Obviously, this is not the case. You say we broke dozens of times as if your furniture was damaged. It was not. You are referring to dishes, again without actually providing any proof of damages. This should already be enough to show that your review is complete nonsense but let’s keep going. You also mentioned a dirty carpet… again no pictures to show for it. Makes no sense.
1. Already went over this above. We were waiting on pictures that you can’t provide. We never even got as far as discussing the insurance so where you came up with this information, we have no idea. If we broke something we would take responsibility for it WITH THE PROOF (PICTURES) provided and can look into it.
2. This is just beyond ridiculous and does not make sense. Yes, your move is by the hour, as you know and if you need more services like disassembly and reassembly then this takes more time…this is obvious. If you prepare or disassemble your furniture and reassemble yourself then it takes less time. Not sure what point you were trying to make here.
3. You did not help load the truck. The guys take 2-5 minute water breaks and do not smoke in our trucks. Funny how you never mentioned anything of this sort until you wrote a review. You were asked specifically after loading how your crew was doing, your response was that they were doing a great job and were nice… why not bring this up to us then or the many other times you were contacted throughout your move?
4. Yes, our truck battery died. The truck otherwise along with your belongings, was perfectly safe and okay. We kept you in the loop and communicated what was going on the entire time. You were more than understanding at the time. Because your move was by the hour we stopped the time and you did not pay a single penny for the time it took for roadside to come with a new battery/boost. We kept your informed the whole time. We called you and told you before even doing the invoice that you wouldn’t be billed for this…. Why would the movers lie? They call when they finished loading, when the truck wouldn’t start right after and when the truck started. We have time stamps of everything. You are the liar here. We are the ones that told you, you won’t be billed for the 2 hours. We dealt with this BEFORE you even had a chance to bring this up with us. We aren’t after trying to get $75.50 from you, it’s minuscule and ridiculous. You are the liar and we have the invoice to prove it. You also never spoke with management, your agent spoke with you the whole time.
5. Yes, your final balance is due prior to the offloading. This mentioned in your confirmation receipt, via email before your move, invoice and over the phone to you. So you shouldn’t act shocked when you were aware. It’s your responsibility to read the information sent to you, but just in case we also tell you verbally. It’s simple we bill you until what time we think the move will be done. If it takes less time you are refunded immediately if it takes more time we add it on. And we were dead on by the way and finished in the exact time that you were billed for.
6. What was the alternative? Bill you for more time and sit there? Not offload? Wait for the rain to stop? You were already very concerned apparently over how long your move will take. We keep going rain or shine. And clearly price and the length of time you were paying for was a concern to you, we just got it done. Again, you claim that we dirtied your carpets yet you have no pictures of this or proof. They wear comfortable running shoes with grip as they lift, walk and load your furniture. For their safely they stay on. They can’t work in socks or with boot slips as they can slip and get hurt. They don’t work in a warehouse and don’t wear heavy duty work boots… I don’t think we need to explain why, it’s pretty simple to figure out.
7. If you did in fact do this, that’s on you. No one tells you or asks you to help at any point. If you want to save time and help out by all means. If you are trying to save some money then go for it but this is your own choice… Your final invoice is based on the actual time it takes to complete your move not the quote. And for the record you were quoted for 6 hours and your move took 6.5 hours. Are you serious?
8. Yes, if you want them to assemble anything it takes time….And you are being billed by the hour, so if yes, you pay for this. That’s why they ask because it takes a while to put things back together. It’s a simple yes or no and if you don’t then we don’t do it. It’s not an offer it’s a question, we can do it and you pay if it adds time to the move or if you don’t have the money or do not want to pay for the extra half hour or so, you can do it yourself. Still failed to make a bad point here.

Again, all you are trying to do is make your move seem bad when it was not. You were billed for 6.5 hours and that is how long your move took. What 10 hours? If we can attach your quote and invoice here we will to PROVE that you are being totally dishonest. Unlike you we have the proof to provide. The only stressful part was dealing with you after the move and this fake bad review. You were told by Jenna that unless you have pictures or proof she has nothing to even send to management for review…. The guys did a great job, provided the links services that you agreed to and wanted and dealt with an unfortunate situation without causing you any headaches. We are more then okay if you do not use us again. Thank you for your dishonest review and taking away from how hard the guys worked. It’s very sad that you went as far as writing a bad review for no reason. It just goes to show that even when dealing with a bad situation honestly and properly, proving great services and ensuring that we get the move done no matter what, people of your nature are just impossible to please. -Total Care Moving

Dear Client,

We are very grateful for your informative and amazing review!! We are so glad that you got to experience the incredible services that we offer to our clients. IF you ever move again we would be honoured to help move you for the second time. Thank you for making it easy for our guys and being so well prepared. We truly appreciate your business. Thank you so much for taking the time to post about your great experience with us. Wishing you and your family only the best. -Total Care Moving

Dear KCC, thank you for using our relocation services for your business move. Our crews are trained to make sure that they are loading and offloading carefully/properly. This way your merchandise and office furniture stays safe throughout the process. Jenna is one of our fantastic agents here! She always goes above and beyond for her clients. We would like to thank you for your review. We wish your business all the best at your new location. -Total Care Moving

Dear Gail,

You forgot to mention in your review how you threatened one of our agents and said verbatim “I will crucify you”. You also forgot to mention that this was your second move with our company, which goes to show that you were very happy the first time around.

Here’s what actually happened. When your agent asked you how your loading went your response to her was "I am very upset with you personally". Before that point you had absolutely no issues and never mentioned being upset about anything or at any point during the loading. When your agent asked you to elaborate, your response was “because the guys finished loading at 10:00 PM I’m angry with you”. Your agent proceeded by explaining that they stay until they get the job done and you do not pay for the time it takes. It also took longer because you had filled an entire 53 foot truck. We do not rush to load belongings, it takes time to do this safely and properly. Your agent then asked how the guys did overall. You told her that the guys were fantastic and that they did an awesome job loading but that you are mad at her because they finished loading at 10:00 PM. Once again your agent apologized that you felt that why and that’s when you hung up on them. Your agent called you back trying to resolve the “issue” and your response was “I don’t like you and don’t want to talk to you and I don’t want to hear you babble and I will crucify you”.

This is unacceptable and completely inappropriate. No matter the situation you have no right to speak to anyone that way. Your agent was professional, polite, tried to resolve this with you, was always there when you needed anything and you respond this way?

No one held your belongings hostage. We were on your driveway ready to deliver waiting for you to complete your payment. How is that holding anything ransom if your belongings are on your property? You were very disrespectful and unreasonable, we are not surprised that you went as far as writing this review.

We have asked that you no longer contact our company after the way you spoke to your agent. Post all the reviews you want but here is the truth that you don’t bother telling. We were on time, picked up one day and delivered the next day as promised, gave you the customer service we promised and treated you respectfully. Yes we did charge you for a long carry fee as the guys had to walk the entire contents of the 53 foot truck from the end of your driveway (over 150 feet) to the front door and finally inside your home. You did not mention that the large truck could not fit onto your driveway. We charged you such a small fee (which goes to the guys by the way) for them having to carry all your furniture that far just to get it into the house. Of course they were exhausted after that!!

Worst experience but yet your used our company twice now. And you said that you were happy with our crew. There were zero problems and you created an issue out of nothing. At no point were you told that the loading would be done by a certain time. It’s done once everything is on the truck and ready to go. Were we supposed to finish earlier and leave some of your belongings behind? That's not how we operate. Finishing by 10:00 PM may not have been ideal and we can understand it being a long and tiring day however, that is how much stuff you had and how long it took to be done.

Threatening our employees is where we draw the line. Please do not contact us again. Thank you.

Dear Jenna,

The false accusations and inaccurate information you have provided is completely unnecessary. We can understand if you were unhappy about your final invoice, however making up lies about our company to make the situation seem worse then it was is not necessary.

Jenna has no reason to use a fake name, this is her actual name. Where you came up with this theory we are unsure. But to clarify again she is a real person. You however, did not use your real name in your review, for the record. This is also the first and only complaint about Jenna (other than your husbands, Christians review) because she truly amazing at what she does. You chose to take everything out on her, which was not deserved.

If by being dishonest you mean guiding you every step of the way, making sure that we went over all details, having no additional/surprise/hidden fees then yes that is what we did. You paid for only what was discussed with Jenna and there were absolutely no additional costs added to your invoice. This is also the first time that we are hearing of damages/lost items. You have not informed anyone about this at Total Care Moving, not even the driver. You had no missing items or damages to your belongings, again no need to make us look bad by lying.

Let’s talk about the facts, your original inventory that you had gone over with Jenna was less then what you had actually shipped. Your husband called to notify that the number of boxes you will end up having will be at least double the amount you originally anticipated. Jenna, responded by saying that is okay, it may just increase the overall weight. We do not “low-ball” or under quote, otherwise what would be the point of going over an inventory? We agree that you ended up having more weight than the estimate. With this, we had provided you with the scale tickets for both trucks with the exact dates and times of scaling to the minute. This showed your proof of legitimate weight. Despite the proof in hand, you and your husband started accusing our driver of adding the ramps that weighed 220 LBS, in total, onto the truck to increase your weight… We explained that our drivers and company do not operate this way and we confirmed with the driver that he offloaded the ramps prior to scaling. You guys kept arguing, so we deducted the 200 LBS off your weight and invoice since we could only go by our drivers word. Still, you were unhappy and on to the next “issue”.

We even discounted your move by $150.00. At the end of the day your whole problem was with the final amount due. You were aware that your final invoice is based on the ACTUAL government scaled weight of your belongings and not the quote. We understand that its more then you were quoted, but this just means that you had more items then disclosed or heavy pieces. The proof is there, in the scale tickets, and there is not much more that we can do.

Your review is very deceitful. When it came to the payment the driver was trying to process your card which was not working. Not to waste time and to make things easier we reached out (Jenna called but was ignored so she sent a text) and asked that you send an e-transfer instead. At this point you DEMANDED (to the driver first) that you would like your receipt for your first payment (a week before) before sending an e-transfer. The driver does not deal with these things and just wanted to clear the balance, start the offload and head home. Why you chose to take this up with him and give him a hard time instead of calling Jenna or responding to her texts, we are unsure. You then called Jenna and said “I am not making the payment until I get a receipt”. Jenna said no problem, she can request a receipt from the accountant. She then explained to you that typically a full payment receipt is sent once all payments are completed. You were extremely rude to her and said that you don’t care you want it sent right now or the payment will not be made and so on. This was completely unnecessary. Who was bullying who here? Still, Jenna tried to explain that she will try and see if accounting is available to send it right away and told you that this is not an issue. She asked that in the meantime you complete the payment instead of giving the movers a hard time and just let them start offloading. At no point did you say that you weren’t comfortable making an e-transfer. You were trying to pay via debit but it was not working. You weren’t forced to send an e-transfer, we have in text from your husband saying that this is not a problem. You made the payment into a big deal the second time around, the first time you had no issues. You then demanded a manager and she had one call you. You had over a week to request a receipt for the first payment, instead you chose to do so when your payment doesn’t go through and the guys are waiting to start. All receipts are sent once full payments are made from accounting. At no point did we say that we would not send you a receipt.

You sent 2 e-transfers from 2 different accounts. What should have taken minutes to complete a payment took 2 hours. Yes, you were told that if we don’t start offloading waiting fees for the guy’s time will be charged. We did not charge you, for the record despite wasting so much time. It does not take 2 HOURS to make a payment. You were being unreasonable and delayed our guys purposely. They are on the road working hard in the middle of COVID, trying to just get everything safely offloaded and head home (you were their last delivery) and instead of just making things easy you delayed them and threw a fit.

We suggest that you ask questions or do your research. Our long-distance driver Mike, who was also at your first pick-up and delivery is not the owner of Total Care Moving. He is an AZ driver who has been working with our company for a long time doing long-hauls. When you accused him of weighing in with the ramps, he even reached out saying that management asked him about this and he wanted to reassure you this was not the case.

No one from management called to yell at you. You asked for a manager to call so they did. They had the accountant send the receipt for the first payment, as you requested and then asked you what was going on with the final payment. We did everything you asked. Once everything was cleared he got off the phone with you.

Again, you have significantly altered your actual experience with what you have written in your review. Jenna was very attentive, answered every single one of your calls, emails and was available every step of the way, even when we was away for personal reasons for a week. Even then, she had someone help you with your questions/concerns. There was absolutely no reason to throw her under the bus she did not deserve this review against her. Your husband continuously said how much he appreciated her professionalism, customer service and kindness. She never spoke with you except when you called demanding a receipt. She maintained a professional attitude despite you being rude to her, calling her names and giving her a hard time. Other than your invoice being more than the quote, you got the exact service you were promised. Any issues were immediately resolved and looked after.

Dear client, thank you so much for writing this amazing 10 star review!!! Our office staff and crews are always there when you need them. We are so happy that you got to experience the best service possible from all of our departments here at Total Care Moving. This is exactly why we do what we do! Thank you so much for you business and for writing about your great experience with our company. We are thankful for you. All the best -Total Care Moving

Thank you, Christien! We appreciate you going over your moving day and great experience. The guys work hard and are very experienced when it comes to local moves. We are thrilled that you had a great experience with Total Care Moving. Thank you for this 5 star review and for being our client. All the best -Total Care Moving

Dear Bhanu, thank you for this amazing review! That's what we are here for and we are very happy that we could help you out. All that matters is that you got your new place, even if it was a day late. The guys are always careful abs work efficiently. Thank you for being our client! Take care -Total Care Moving

Thank you, Marlene! We are very grateful to have Jenna apart of our team, she is truly amazing at what she does. We are so happy that you had this amazing experience with our company. Our movers always want to make sure that our clients are comfortable and feel that their belongings are safe! This is so important for our company. We wish that we could have got a full 5 stars from you however, as you mentioned to Jenna, you just never give out 5 stars. We appreciate your support and thank you for being our client. We wish you all the best in your new place -Total Care Moving

Abby, thank you so much for this glowing review!!! Wow! This is truly amazing and we appreciate your feedback. We thank you for being our client, it was an absolute pleasure organizing your move. Our crews are always trying to make the process as smooth as possible without any surprises. Enjoy your new place and we wish you all the best -Total Care Moving