Great Day Moving

"We are so very happy to serve you and appreciate you taking the time to share about your experience with our company. We look forward to serving you in the future should you require moving services again."

"The furniture delivered to the customer was, indeed, damaged when we picked it up from the Direct Buy warehouse, as it had been for many other deliveries completed for Direct Buy before this delivery. For this specific customer, the damage was a very small nick on the bottom of a wooden sofa leg. In fact, our company no longer works with Direct Buy due to their deficient inspection process of their customers’ furniture before it gets scheduled for delivery. As the customer mentioned, although our company did not damage her furniture, we still took care of it for her by sending out a third-party furniture repairman and paying him to fix the damage."

"Our company has had the pleasure of moving the Customer on two different occasions. The first was May 26, 2010 and the next was Jan 2, 2012. I believe that the job she is referring to is the Jan 2nd job. On Dec 7, 2011, when she booked with us for her second move it was explained to her by our office staff that we are an hourly rate moving company and the total cost of the move is determined by the total time the job takes to complete. The representative in our office explained the pricing structure for her move since it had been two years since she had hired our company. The Customer reminded the office representative that this was her second move with the company and that for her first move the total bill was $285. At the time the job was booked the office representative told the Customer that he was going to schedule the appointment and send her an email confirmation of the appointment that would detail in writing the pricing structure for her job. She was not promised a low ball price and then charged something else. She was charged for the time it took our moving crew to complete the job exactly as she was told verbally and in writing. In fact the Customer is claiming that she had to $550 for her move but the total invoice that she paid in full with a personal check was $416.25. At no time were there any charges applied to the Customer’s final invoice that was not fully disclosed to her verbally and in writing prior to the move day. An example of the confirmation email that all customers receive at the time of booking is as follows… "Thank you for the opportunity to serve you on (enter in move day). We will be sending out a 3 man team. They will be at your start location, (enter in start location), between (enter in start time). Our driver will call you in the morning when our team is headed your way. The hourly rate for our 3 man team is $105.00 per hour with an additional onetime fee of $75.00 for the trip charge. There is a 2 hour minimum and any time over that is charged by the quarter hour. Great Day Moving accepts payments in the form of cash, check (funds will be received through ACH), VISA, MC, DISC, and AMEX. Payment is due upon completion of the move. Our moving crew will not disconnect or reconnect any water, gas, or electrical connections so please make sure that you have all of your appliances disconnected prior to us showing up at your home. If you have any questions or concerns, please let me know. I have attached a document that will walk you through helpful tips on how to make your moving day go smoother and what you can expect from Great Day Moving. If you have any questions or concerns as your move day draws near please do not hesitate to give me a call or send an email." During the follow-up phone call with our office manager, the Customer was not satisfied with the cost of the job. She was asked if she was told what the hourly rate charges for the job were going to be, she responded yes. She was then asked if she received our confirmation email prior to her moving date, she said yes but that she did not read it. According to her own grading scale, she was happy with the professionalism, punctuality, and quality of service provided by our company."

"It was our understanding based on communication between the office staff and the client that the items could be out of their original home any time on the day of the 14th but had to be out no later than 7:00am on the morning of the 15th. Based on this information the move was scheduled as an ‘afternoon move’ and was confirmed via email that the start time would be between 12-4pm. It was also confirmed, in advance, that their belongings would be stored on a moving truck overnight and would be brought to the new home the following morning to unload everything. The reason for the overnight hold of the customer’s possessions was because the closing on the new home would not be until 7:00pm or later on the evening of the 14th. On moving day, the client requested to change the schedule to include, not only loading on the 14th but also unloading late in the evening after the closing was completed They were the last move of the day, as they requested, and our crew happened to finish the previous jobs sooner than expected. We called them at 11am on moving day and let them know that our crew (5 man team) was finished early and could arrive around 11:30 to begin their move, which was only 30 minutes earlier than the planned window. The client agreed to let the team come out 30 minutes early. When told everything would not fit on one truck, the clients were given additional options from the on-call manager in order to completely meet all of their moving needs. They denied all options saying that the items left were “only small items and it would not be a problem for them to get the remaining pieces.” The client denied the suggestions of sending out an additional crew and truck to help complete the move. It is apparent that what was discussed at the onsite estimate is not what happened on moving day. Our estimator calculated 61 pieces (2 men carries) which would easily fit on one of our trucks (28 ft box trucks with 9 ft attic space – over 2,200 cu ft). Based on our experience, our trucks can easily hold 70 pieces (2 men carries) plus all of the small miscellaneous items and boxes that come with those items with room to spare. It is evident that the size of the job changed based on the assessment of our most experienced mover of 10 years that 2.5 trucks would be needed to move all of the client’s household goods. As a company, it is unreasonable to send a moving crew home for a couple hours in the middle of the workday and then have them return later that day to finish a job. Instead of doing this, we offered to schedule them with a different moving crew (3 man team) and have that crew show up later in the day around 3-4pm. We told the client’s husband that this crew could complete the job that night. But he said he did not want to be up that late dealing with a move. We would have loved to originally schedule and complete this job in the same day. Since the clients did not originally want this service, we planned to load at the end of the work day and have the same crew unload them the next morning. They approved this via email. The client spoke with a manager that offered him every option available and he denied them. So as planned our crew showed up the next morning to unload the truck at their new place."

"The original bid was for $1,135.00 not $800 or $900. We have a signed copy of this estimate by the member on file. As standard for all larger home moves we ask our customers to look over their estimate form and sign off on the charges to schedule the move. The member signed her estimate sheet acknowledging that based on the size of the move and the distance we would be moving her belongings the estimated cost for her job was going to be $1,135.00. During our estimator’s onsite visit to customer’s home he was not made aware of an additional location (storage unit) that needed to be moved to the new location. After we sent an estimate via email, she signed it and sent it back, and the relocation was booked into our calendar, the member called back (prior to the relocation) to give us the details of the storage unit and to add it to our route and move for the day. We obliged her and added it to the schedule while letting her know that this would increase the bid she had been given since we are an hourly rate moving company and it would take more time. The original estimate was for 8 hours and the final bill was 10.25 hours due to an additional location (storage unit) that we had to drive to and load items into our truck from. Customer’s estimate was for $1,135.00, but the additional stop at the storage unit and the time it took to complete the entire relocation with the added stop and loading time along with optional replacement cost coverage that the customer voluntary elected to purchase came to $1400.00. The moving crew that completed customer’s job has over 25 years experience combined in the industry between all 3 men, and several years at our company alone, so no one in her moving crew was “new.” Prior to collecting payment for the moving services our crew leader asked if there were any damages during the job, customer initialed and signed off that there were no damages while our crew was on the job. Our company was not notified of damage to customer’s property, nor the carpet that needed to be cleaned. However, the customer did decline to purchase and allow the movers to lay carpet mask (a temporary plastic carpet protector) on her floors at the beginning of the move. We are a company that is known for being accountable to our customers after the relocation is over, so if she would have called us we would have taken care of any damage we caused immediately. The member did not mention in her review that during our crew’s unload at her new home, she also had several other contractors working, including appliance installers, causing our moving crew to work around other people in the home and put undue emotional stress on herself on the day of the move."