Fixed Rate Moving, Inc

"Hello, We are sorry you believe we were not helpful! As stated in our initial phone conversation about the matter, we would do everything in our power to investigate, find fault, and convict if possible. We have a zero tolerance for theft and take the matter seriously! Since we are limited in resources as well as what we can legally do to investigate, we had asked that you turn this over to the police and let us know how we could further assist. Just for your information, we did as much as we know to do. We set up individual private meetings with all employees on your job, asked questions and cross referenced all the answers. We even called the stores where you had stated the card was used, trying to track when and where certain people were and if one could be responsible. We are not police so most people were reluctant to help. Luckily for you all, the amounts credited were minor and your credit card carrier covered all your losses so you were not out any money. Had this not been the case we would have certainly stepped in to assist if any fault was found. Unfortunately theft in the workplace is a widespread problem that haunts not just the moving industry but nearly every type of business. This being said, we in no way, think it is ok or acceptable. With background checks, pre screens, a zero tolerance standard and more, we do our best to ensure this not an issue with our Co. We also try to educate our customers when possible about preventative measures they can take to decrease any chances of this happening to them. We appreciate you as a customer and apologize for any inconvenience we may have caused!"

"What should have been a 1 to 2 hour load turned into a nearly 6 hour load! We arrived at the loading location to find nothing packed and basically every piece of furniture in the home had unpacked miscellaneous piled on it. This was a fixed quote based on [member name removed] having all packed and ready when we arrived. It makes it extremely time consuming and difficult to move a dresser when we have to set 30 items in the floor. Multiple phone calls before the move date have her confirming she would not have a problem packing and had friends/church members to help her. We offered our packing services many times before move date; she said she would be ready. My guys continued to load and even did some packing for her. There were absolutely zero problems with the service. Almost 6 hours later my guys called saying they had left and were 45 minutes away going to the unload. She just called and wanted them to drive back and get a tv that she said we forgot. To understand the situation, this was an extremely crammed house with only about a third of the stuff actually going. There was stuff piled on stuff and it was hard to move around. My guys always do a final walk-through and ask if there is anything else that needs to go. She said that is it. Apparently the tv was hidden in the living room under trash, boxes, furn., etc. Long story short: I called the client to explain that her being completed packed and ready was part of the deal. She said, "I am sorry I am disabled and my back was hurting", she also mentioned her family or friends didn't show up to help. I told her we had offered multiple times for us to help with the packing and she always stated it would be taken care of. She then told me well I gave your guys each $100 tip to take care of the extra work, to which I replied we are a business, we are not here to loose money. I appreciate you tipping the guys but that doesn't have anything to do with that fact that the business is loosing money. She kept stating, "that she couldn't help that she was disabled." So basically she came to the conclusion that it was my fault the stuff wasn't packed because she was disabled. I never yelled at her, but my voice did get a little squeaky in disbelief after arguing my case and her always replying "I can't help that I'm disabled." At then end of the conversation I did offer to personally help her load the tv at no cost, since she had to come back anyway to get more stuff at a later date. I had my guys take pictures of the areas as well as the inside of our truck when it was loaded. Anyone with a brain can look at this less than 1/2 full truck and say there is no way this would take much more than an hour to load. Her review has many false comments, exaggerations, and meaningless remarks. A remark she made during a previous phone conversation should of warned us of what we were getting into "My doctor changed my medicine to pills that are $2000 a month, I know why he did it; so I wouldn't have enough money to SUE him"."

"First of all we appreciate your business. Secondly we are very sorry you had a less than satisfactory experience with us. We were unable to give an binding estimate due to the amount of books and used boxes you wanted us to use, and also the difficulty of the unload at your new steep split-level home. The informal quote we gave was underestimated, but in our defense hourly rates are fair for both of us by paying for exactly what is done. Our crew worked hard and apparently did a good job. We hope you enjoy your new home and someday might let us try and make it up to you. Regards, Jeff"