Johnson Storage & Moving Co.

Recently moved from house in Keller to another house in Keller but closing dates on both houses where 3 weeks apart.  We received 3 bids on packing, storing, and moving from various companies including Johnson Storage and moving.  All 3 bids where given after an onsite review of the house and contents and all three came in within 100 dollars of each other with all the same conditions including guarantee to not exceed bid amount.  The difference was the promise by Johnson to be flexible on the delivery date as the closing date on new house could be moved up and Johnson offered refunds for TVs being personally packaged(despite the quote including them).  We decided to go with Johnson moving for these two reasons.
Packing day came and the crew that showed was an hour and half late the supervisor stated he was working on getting a disability check cashed. We decided to pack the TVs ourselves so we removed them from being packed (thinking we would get the refund of course). Once they arrived the crew was very good and worked diligently only issue was the supervisor once again disappeared leaving only two to pack the house which was originally quoted as 3, but the two remaining finished by 2:30-3 o?clock in the afternoon so no worries except the supervisor had not returned.  The two man crew then repeatedly called the supervisor for which he finally returned 2.5 hrs after completing the job.  This did not initially bother me as the guys waited outside and frankly probably more of an inconvenience for them and overall they seemed to pack efficiently and where professional.  Next day crew to move and store house contents where on time and completed in a timely manner.  Fast forward three weeks closing date on new house was moved up 1 day from a Friday to a Thursday so we contacted Johnson moving and requested a new delivery date of Friday.  After a few calls and non-committal conversations we finally heard from them on Wednesday (two days before requested delivery date) stating they couldn?t move the delivery date up to Friday for lack of available crews?  This was irritating since this was sold as an advantage in the original quote, but overall some what understandable, but we wondered if they reacted quicker to the original request in a timely manner would they have been able to fulfill? Move in day came and team showed up on time for the Saturday unload and again the team was professional and worked diligently overall went down without a hitch. Sunday came and we called to ask about refund for packing TVs (they billed full amount week the picked up our belongings) and wanted to inform salesmen that we where a little disappointed in the lack of flexibility Johnson moving showed in not being able to move up the date as he stated was possibly.  We did not receive a phone call back so we sent this email.
> Hi Kirk - Hope you're doing well! Everyone has done a great job getting us into our new house, with just a few hiccups. I am very disappointed that we weren't able to have our stuff delivered to us on Friday rather than Saturday since we closed early. You billed the delivery date as incredibly flexible, and I indicated from the start that it would be either May 4 or May 5. I gave 3 days notice of May 4, and it was not able to be met. I understand the logistics of delivery, but I wish you hadn't made it seem so doable when in reality the flexibility isn't necessarily there. > > We should receive a credit of $120 since we packed/moved the large 55" TV ourselves. We also packed and moved the other TVs if that increases the refund. Do we also get a refund because the storage was less than a full month? Any other reasons for discount? When will I see a refund to the credit card and for how much?
He responded with this email still no phone call response!
Hi Krista, I am sorry for the inconvenience on the delivery day. every once in a while we get really busy on Fridays and this was one of those days. The weight on your shipment went 10500 lbs quoted 8500 lbs. Also the packing went over by about 20percent. But the move is way over actual weight and packing. We did about 20 to 25 percent for free for you. The not to exceed price is for total packing quoted and it went over by 20percent. It is not a line by line not to exceed quote. so if your overall packing is over then there is no refund to give. We add up actual packing vs. estimated packing and if estimated total packing is lower than actual total packing we give refund. The storage is priced by the month.
Sincerely Kirk Please keep in mind he quoted the weight(after walking thorough the house) we had two other companies with the same weight as he quoted and Kirk didn?t mention if the weight is over any discounts for self "packing" you do, would be void.  Second he mentions the packing was over by 20% which is pretty amazing since they showed up and hour and half late, only had two packing the house(supervisor left after 15 minutes), but still completed on time, and then the two packers had to sit there for 2.5 hours waiting for their supervisor to return.  Makes you wonder if the supervisor wrote this up as showing up on time, 3 packing all day completing at 5:30?  A little shady at best and criminal in my opinion. In the end we should have let them pack the TVs as they are included in the bid for which they can not exceed! Also the storage is billed for the month but refunds would be provided if a full month is not stored at least that is what we where told.  Finally "just one of those days" was the response to Johnson moving not being able to meet the new delivery date.  Not much else to say about that!
Overall the guys doing the work did a good job, although we are missing some small items and scrathces and breaks discovered after they left.  The salesman and the office logistics, not to mention customer service where terrible.  The business ethics are at best questionable.  We may or may not have been over by 2000lbs; there is really no way to tell.  The fact is this "professional" came to our house provided a competitive quote, separated his company by providing options to reduce cost and promises of flexibility that they could not meet.  All of these facts where brought to light after we inquired about the 120 dollar return for packing 1 TV not to mention the 4 we did ourselves and the 3 weeks of storage vs. the month of storage and in the end there is not a lot we can do since the charge has already been processed.  They are banking on any action being futile, since the time and energy to recover this money probably would cost more then the refund.  In the world I work in if we give a bad bid then we honor this(if it really was a bad bid) and learn from it, including any discounts we may have promised.  Customer service in a company is something that is rooted in culture and based on this experience Johnson moving's culture does not embrace customer service it seems to be driving revenue at all cost, this is why I have rated this company low and if it wasn?t for the actual movers and packers doing  a good job this would have been an F.