If you hire this company good luck dealing with anyone outside of Jenna. I’ve lost all trust in this company and wouldn’t be surprised if “Jenna” uses a fake name when dealing with customers. They have been dishonest in all steps of this process. They purposely wayyyyy under quoted us to lock in a sale, damaged our belongings, lost some of our belongings, mixed our belongings with other customers, and then we had to fight to get a receipt of our payments. Jenna told me that “I was making this more difficult than it needs to be” when I requested a receipt of payment and asked to speak with a manager. She also bullied me over the phone when I told her I was uncomfortable sending an etransfer. Their debit machine wasn’t working at the time they delivered our load so we were forced to send an etransfer. They told us that if we refused to send it, they would charge us with late fees for holding up their truck. We have a max of $2000 that can be sent through etransfer through RBC. While on hold with RBC to increase our limit, we received a call from a man who did not give his name but I believe it to me Mike the driver(we later found out Mike owns the company). This man yelled and swore at us as because it was taking too long for us to send him “his money”- we were on the other line with RBC to increase our etransfer limit and he accused us of purposely taking too long. The company is the definition of unprofessional and a true nightmare to deal with
- Approximate cost of services:
- $5,500.00
- Company Response
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.