• Report: #786240

Complaint Review: 3Gorillas Moving & Storage

  • Submitted: Fri, October 07, 2011
  • Updated: Sat, March 24, 2012

  • Reported By: Enelrad — Arizona United States of America
3Gorillas Moving & Storage
5270 S Bantam Rd Tucson, Arizona United States of America

3Gorillas Moving & Storage Fraudulent Sales & Charges for Moving Personal Goods Tucson, Arizona

*Consumer Comment: An Observation

*Consumer Comment: 3 Gorillas Moving Company

*Consumer Comment: some thoughts

*REBUTTAL Owner of company: Darlene E Handley's Spiteful Campaign Against 3 GORILLAS MOVING and STORAGE

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On or around Sept 27, 2011, I requested a quote from 3 Gorillas in Tucson to hire a couple guys to help me load a Penske truck I was going to rent.  I explained to the owner that I only needed them to help me load in Tucson, and that I would hire other people in Glendale AZ to help me unload.  He told me that I could hire them to do the entire job on both ends for the same amount of money it would cost for me to rent a Penske, pay for gas, and hire guys on both ends to help load (including helping dismantle a cal king bed and packing other things that needed packing (I had already packed almost everything myself).  His quote at the time was 650.00 (my Penske rental was some 212.00 from Tucson to Glendale).  No one came to my home to visually determine the load size either he gave his quote over the phone.  I decided that since the price would average out to be close to the same I went with 3 Gorillas and cancelled my Penske reservation.
I had to postpone the move for a couple days but when the guys showed up yesterday on MOVE DAY Oct 6th at 11AM to my address in Tucson (8331 S Otis Dr.) my Mom was at the house waiting for them.  They walked around the house at that time and determined that it would take way longer with two guys and suggested that we bring on a 3rd guy.  My Mom called me to talk through all of this I wasnt excited about hiring a third person because of costs.  She asked them how much a third guy would be and they told her 139.  They didnt state per hour they only stated 139.00.  At this time the owner himself came out to bring the 3rd guy and gloated about how good his men were and told my Mom again the rate was 139.  Without specifically stating PER HOUR.  My Mom did not speak to the owner originally, I did, and I was not present at the home to coordinate as I was at my new home in Glendale AZ.  They showed her a piece of paper that had information on it about rates but did not go over anything with her they merely pointed out the insurance portion of the form and then asked her to sign.  The insurance by the way was not explained to my Mom she paid 50.00 for 10,000 lbs of coverage; however, they did NOT explain that the insurance wouldnt cover anything they didnt pack.  When later asked about this the mover said she should have known.
My Mom called me around 3:00-3:30ish PST to tell me that the movers also asked if she wanted to wrap the couch in shrink wrap for an extra 25.00.  When the guys were done and on their way, my Mom called me to let me know.  They showed up to my address in Glendale AZ just after rush-hour on Oct 6th.  The movers had put light boxes marked as light under heavier boxes, they ran their dolly into my front door and I had a couple other items not packed by myself that were damaged.
About of the way through the unloading, the lead mover approaches me regarding payment.  I saw my new 55 LED TV sitting on the end of the truck and wondered why it wasnt in my house.  The guy told me that he needed to collect 2300.00 for the move.  Needless to say, I was astounded at this price.  It was NOT what was originally quoted to me by the owner at no time did anyone specifically state that they work by the hour.  I told him I wasnt going to pay that amount and demanded to talk to the owner.
 This gentleman called the owner who proceeded to berate me calling me crazy stating the job was worth way more than 650.00 and again, over and over that I was crazy.  They would not relinquish any more goods until they received payment
of 2300.00.  My Mom was driving up from Tucson to Glendale and not able to be present so in order to get my goods from them I paid them.  They told me that if they had to wait until my Mom arrived they would charge me.  The TV alone was worth 2500.00; very curious that they hold that off until the almost the end to hold hostage or as collateral for a ballooned amount not
discussed or provided in writing prior to demanding payment.
I feel absolutely ill, violated, and demeaned.  These people were in my house, they used my bathroom, they damaged some of my items; in my view they purposefully withheld information that should have been clearly and carefully explained so that all parties were on the same page with regard to total amount estimated.  This did not happen.  Without a clear explanation of total charges, one can not assume anything else than they are trying to omit certain terminology and explanations so that costs add up.  I was completely without any rights because they were holding my personal property.  It is my opinion that they took advantage of my 65 year old mother who was trying to help me move who was not aware of what was discussed; they should have talked to me not her.  They also did not clearly review an estimated total services price PRIOR to providing the service.  If they would have estimated 2300.00 for their services I would have sent them on their way before they touched a single box in my house.  No written estimate was provided, they did not clearly review and define costs/charges to the person who met them for loading (my Mom), and they purposefully held onto the item worth the most money towards the end of the unloading process so that they would either keep the item or intimidate me to pay charges that werent estimated, discussed, nor anticipated.

This report was posted on Ripoff Report on 10/07/2011 10:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/3Gorillas-Moving-Storage/Tucson-Arizona-85706/3Gorillas-Moving-Storage-Fraudulent-Sales-Charges-for-Moving-Personal-Goods-Tucson-A-786240. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

An Observation

AUTHOR: Frank - (United States of America)

There seems to be some confusion here as to the facts in this case. On the one hand, the complainant states, "My Mom was driving up from Tucson to Glendale and not able to be present so in order to get my goods from them I paid them"  While the complainant witness whom I assume is the mother, states, "Everything Ms Handley states is true, I am a witness to all of it.  She was verbally berated and accosted upon questioning the original quote she received from this company; she was intimidated and made to feel like a criminal when she didn't have the amount they wound up telling her was due to them" So the thought that immediately comes to mind is how she could have been a witness to all of it as stated when she was in fact "driving up from Tucson to Glendale"??? It sounds like at least one half of the particulars of this transaction at the destination were in fact not witnessed but received by word of mouth from the complainant.
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#2 Consumer Comment

3 Gorillas Moving Company

AUTHOR: Complainant Witness - (United States of America)

I am referenced in the response from 3 Gorillas.  I am also a witness for Ms Handley.  I am a retired federal employee, no criminal record, 34 years of exemplary service.  I can attest to the fact that 3 Gorillas is lying about going over the hourly rates with me.  They also submitted a fraudulent Bill of Lading.  Ms Handley has the original and it is different.  Everything Ms Handley states is true, I am a witness to all of it.  She was verbally berated and accosted upon questioning the original quote she received from this company; she was intimidated and made to feel like a criminal when she didn't have the amount they wound up telling her was due to them.  She was prepared to pay what had been quoted to her.  They did unload the entire truck, except for the television, before they asked for payment.  Perhaps this company only treats their "women" customers in this manner, if we had a man with us, this may not have happened this way.
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#3 Consumer Comment

some thoughts

AUTHOR: Tom - (U.S.A.)

Not all the reviews I looked at on the internet for this company are rosy. I have moved interstate and intrastate and have always had estimators come to my place first, way before I signed with them, and the final cost was pretty darn close to the estimate. I don't know why this company didn't do that in this example but it would seem to me that it would help reduce situations like this. No legitimate moving company would expect a customer to have the knowledge and ability to do their own estimate nor know what things cost extra. If you are too cheap to provide on-location estimates then you don't deserve the business. It's the cost of business so build it in.

OP - If I were you, next time, I would only deal with a company that sends an estimator out and certainly research them further before signing with them. Anything they promise, get in writing. Also, you really need to be there on the moving day.
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#4 REBUTTAL Owner of company

Darlene E Handley's Spiteful Campaign Against 3 GORILLAS MOVING and STORAGE

AUTHOR: 3 GORILLAS MOVING and STORAGE - (United States of America)

Dated:  October 30, 2011

Re:  Handley


In September of 2011 Darlene Handley contacted 3 GORILLAS MOVING and STORAGE to request professional help in the proper moving of her household goods.

We scheduled her move date for October 6, 2011 and supplied 2 GORILLAS and 1 truck to move her from Tucson, AZ to Glendale, AZ, which was 165 miles one way in distance.

She originally requested 2 GORILLAS and later upgraded to 3.  The rate for 3GORILLAS and 1 Truck was 139.00 per hour plus travel/trip charges and a fuel surcharge.  Because this was an intrastate move it was subject to a travel trip charge of 3 hours. 

At origin in Tucson, Ms. Handley was not present.  Her mother, Karen Esau acted as her agent/representative.  3 GORILLAS MOVING and STORAGE sent 3 seasoned professional movers with years of experience between them.  We only employ the highest quality staff and utilize the best practices possible to service the individual needs of ourcustomers. The men worked from 11:15 AM to 7:45 PM for 8 hours plus 3 travel hours for an 11-hour day.  According to the men, they discussed the price of the move while in process with Ms. Handleys mother.  Karen Esau asked them if the job would cost around $650.00 and they assured her that with the level of work required with travel time, there was no way the job would cost $650.00.  At that point they said Ms. Esau told them to do whatever they had to do to finish the job.  When they explained that they couldnt move loose, unpacked items, she told them to pack whatever they had to and gave them permission to do so.

At the original booking, Ms. Handley assured us that she would complete all of the packing herself and we would not need to complete any.  Additional packing was required and we supplied packing materials to service 8 cartons.  We supply shippers for cargo coverage at .60 per pound per article at no additional charge. 

Her mother opted to also purchase additional full replacement value coverage of $10,000 at $50.00.  Ms. Handley argues that her mother was not told the additional insurance did not cover cartons packed by owner.  The first line under Valuation at the bottom of the BOL states clearly Cartons packed by customer are not covered by replacement valuation.

A copy of the Bill of Lading is attached.

The Bill of Lading (shipping document) states that charges are based on HOURS and RATE.  The movers explained the hourly charges on the paperwork to Ms. Esau. 

2 men and 1 truck was $101.00 per hour and 3 men and 1 truck was $139.00 per hour.  They discussed that the job would be best serviced with 3 men since there was substantial travel time and the shipper wanted it completed in one day.  They showed her the rate of $139.00 and she agreed.

3 GORILLAS MOVING and STORAGE has worked hard to build a solid foundation in the Tucson moving market and we have hundreds of customer satisfaction surveys that can attest to that. We have hired an independent rating company Customer Lobby that monitors customer satisfaction reports and posts them on our website.  We are the number one rated origin service agent for military packing services at Davis Monthan Air Force Base, in Tucson, AZ.   The men worked earnestly to perform all of
the services necessary to complete the job in a timely and safe manner without damage.  They did not even stop to take breaks.

Upon receipt of Ms. Handley's complaint, which she ccd to The Better Business Bureau, The Federal Trade Commission, The Federal Motor Carriers Safety Administration, Senator John McCain, Attorney General Tom Horne as well as numerous online review sites including Google Places and Yahoo Local, we initiated an in house audit of the charges and services provided and interviewed the crew and staff.  Ms. Handley is confused when she says the owner came out to the job site.  He did not. 

She spoke to him on the phone but not in person.  It was determined that Ms. Handley was treated fairly, charged appropriately and serviced professionally.

The Bill of Lading demonstrates the breakdown of charges.  Rates in the Tucson moving industry range from $75.00 per hour to $150.00 per hour depending on the company.  Many of the companies that quote low rates have vehicles that are not licensed and insured.  They do not provide quality equipment for the protection of the shipper and the household goods and they provide unskilled labor often resulting in damage and or theft.  We only employ professionals who have been n the business for 10 plus years.  We do not hire students or temporary labor. 

It is the old adage that you get what you pay for.  Ms. Handley paid for a top-notch crew that worked diligently to address her specific needs within the time constraints she was bound by.  At the completion of the job, on the Bill of Lading,  Ms. Handley
initialed next to Customer agrees to charges.  Paid full for all services at the time she provided payment.  If she had damages or complaints at completion of the job she should have written them on the paperwork.  Best practices would have been to have written, Paid Under Protest or Damages as Noted.  She did not.   She later spoke of damage when she started a campaign against 3 GORILLAS MOVING and STORAGE because she suffered buyers remorse.  Her argument against the charges is not sound, however, because everything we contracted to supply her with, we supplied.  She is now trying to renegotiate the price and receive a refund by creating a negative libelous campaign against the company.

She spoke about a television being held on the truck at unload.  All of her items were on the truck at unloading.  It is not an uncommon practice to collect at destination prior to unloading.  Arizona law 47-7307 Lien of Carrier allows for a lien on goods covered by a bill of lading for charges stated on the bill.  In long distance moving, it is the industry standard to require payment before the first item is offloaded.  Our men almost completely unloaded the truck before they presented her with the final bill. 

They trusted that she would pay the charges and unloaded in good faith prior to payment.

Arizona is a deregulated state and as such state authorities do not govern intra-state moves.  

3 GORILLAS MOVING and STORAGE is a federal Department of Transportation recognized company that has been in business since 1999.  We are licensed and carry insurance coverage in compliance with the Federal Motor Carriers Safety Administrations

We are sorry that Ms Handley has suffered buyers remorse upon the completion of her move.  The truth is, she received a quality move at a fair market price on the day she requested and within the time frame she requested.  We made no efforts to hide the charges from her.  Upon the addition of an extra man, we explained the additional hourly charge. 

The Bill of Lading clearly states that any boxes packed by the shipper are not covered by additionally purchased insurance.  As we did not pack them and did not know the condition of the contents, the insurance company will not permit us to assume liability for such cartons.  If Ms. Handley had any grievances about damage to her home, she did not mention it to the men in order
for them to correct it while they were there.  She did however take one of our brand new furniture dollies valued at $350.00 and would not return it to the employee who asked her for it.  He even made a special trip to Phoenix the day after the move to request it because he is responsible for its care and possession, but she still refused.  We have a receipt showing that the dollie was purchased one-week prior.  

We regret that she states she felt violated as a result of her move.  We have a great deal ofrepeat customers that are continually satisfied with our service and we are accredited by the Better Business Bureau. 

The men were granted permission to provide the services they did by Ms. Handleys agent, her mother, and for that she was charged.  There was nothing untoward or deceptive in our practice.  

It is unfortunate that she has had to go to such great lengths in an attempt to have us supply the labor, equipment and service to complete her move at more than half price. 

It is unreasonable to expect a company to essentially provide free services for quality, professional workmanship.  She signed a contract, provided payment and is legally responsible to honor that transaction.

We hope this rebuttal answers any questions you may have concerning this case and we welcome any requests for additional information.
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