This report was filed with the BBB. I received a generic obvious copy and paste response which I declined, so I am including my declination of that and subsequent response. I unfortunately cannot provide their response as I cannot attach it here and I cannot copy/paste it.
My items were taken from my home in Altamonte Springs on December 30th of 2011 with a estimated delivery date of January 7th, 2012 in San Francisco. I was forced to leave behind over half of the items on the estimate due to it being $800 over the list that I had gone over several times and now have to be replaced with cheaper items here since I could not afford to move them and had to sign the contract under duress as I was on a tight schedule to arrive in CA for work AND I had put down a non-refundable deposit of $200 (and would have been charged a ridiculous cancellation fee).
I was charged for labor I was not told about and I had to purchase packing materials of my own after being told they were included. Thus far, I have paid them the $200 deposit, $844 and still owe the remainder of the balance when they arrive. Even this price is higher than what I was told as an estimate even after leaving several items behind, many irreplacable/vintage - again, a decision made under extreme duress and stress. As I write this, it is the 23rd and my items have still not arrived in CA despite the estimated date of the 7th (with a few days of a window according to my salesperson, Hanno).
I was told they haven't left Florida, I have been told they were in CA and on the way, and have also been told they were in a few other states. I have NOT been informed of the driver or dispatchers name or number as promised several times.
Due to their irresponsibility, I have had to purchase clothing items for work and have not been able to move into my apartment due to lack of furniture even though per my lease I have paid the entire month of January. I have suffered severe financial duress, stress, and even the inability to purchase food and essentials due to the lack of money I have left after dealing with this company. The remainder of my funds will have to go to delivery of my items (the balance) and I am fearful to spend any more because of the hidden charges that will undoubtedly appear when the actual movers do.
The sales process is a bait and switch where people like me who are on a tight schedule, and who must leave their current dwelling (new tenants were moving in the next day) and get to a new job, thus leaving no time to research other movers (as well as losing my deposit). Additionally, once the sales process is over it takes 10-20 phone calls to get in touch; not ONE person from the company has EVER called me back and once in a while I get someone on the phone and get a different story.
Deceptive sales, bait and switch, customers under time duress/constraints have no choice but to sign and hope for the best. I believe my balance should be adjusted based on the purchases I have had to make due to this company NOT informing me of progess, not being able to move into my place after they were well aware I had signed a lease for january, and the items I have had to purchase as a result. I have absolutely no idea where my belongings are, when they will arrive, and even if I am able to talk to someone I get a different story every time. I cannot resolve this myself; they have tied my hands with a contract signed under, again, duress. (Less)
Category: Sales Practice Issues
Case opened date: 01/19/2012
Case closed date:
Desired Resolution: Either no settlement or reimbursement for rent from jan 7th until I am able to move in and the items... (More) Either no settlement or reimbursement for rent from jan 7th until I am able to move in and the items I have had to purchase due to their complete lack of service once the sales process is done.
At the least, I would like an adjustment back to my original estimate for the balance and an admittance of unsavory business practices.
**BUSINESS RESPONDED WITH UNACCEPTABLE GENERIC CUT AND PASTE RESPONSE SINCE THEY HAVE SO MANY BBB COMPLAINTS**
My response pending with the BBB:
CASE ID: 67217007
On January 24, 2012, you provided the following information:
(The consumer indicated he/she DID NOT accept the response from the business.)
This is absolutely no resolution whatsoever in addition to being an outright lie regarding returning my calls. I had to make 10-15 calls to get a call back and had to threaten legal action prior to getting an email response. I DID NOT go over the items with the foreman; he just told me what he could fir that I could afford and I was forced to leave half of my apartment behind because the estimate was $800 off.
The contract was signed under duress and undue influence due to the following reasons:
1) My lease was up. I HAD to leave that day. As it was my last day, I had no internet or phone service - OR TIME - to arrange for different movers; in addition I would have lost my deposit and paid some ridiculous cancellation fee.
2)Extreme anxiety and stress - so much so that I had a panic attack and began to cry and sob at one point.
3) The foreman was pushy and rude, badgering me into signing something I didn't want to but knew I had to - I had no choice. Someone else was moving into my apartment the next day.
4) I HAD to leave for California that morning to arrive on time for the position I had accepted that caused me to have to move in the first place. Again, signing under duress due to time constraints/preying on the weak.
I have consulted legal representation and should I choose to pursue a lawsuit, which it looks like I will have to do, all of the above are reasons to render a contract null and void.
I JUST got the driver's name on 1/23/2012 after threatening a lawsuit. Prior to that I asked for it every single day for a week with no answer via email. Their response makes it sound like I've had it the whole time.
I have sent SEVERAL emails asking for all of the above concerns to be addressed and have received no response addressing ANY of them. They have simply been ignored.
I have been irreparably financially devastated due to this moving company.
The stress they have put me through has compromised my ability to work and now the job that I have moved out here to do is in jeopardy.
I have spent all of the money I have left for a work wardrobe and to pay January rent for a place I am unable to live in, still because I have no items. This money unnecessarily spent has totalled over $3000.
They have had my items since December 30th. I finally talked to the driver who said he thinks the items may or may not be here this weekend and that as of yesterday thay had not even left Florida. What have they been doing sitting in Florida for the past month??
The above response is an insult to me and an embarrasment to the company.
I demand financial reparations and an admission of irresponsibility and wrongdoing. I will not stop the complaint process and will seek legal action unless my demand of admission of guilt is met.
I will seek legal action once my items arrive as I need to inspect them as I am sure based on all of the negative reviews I have read they will likely be damaged. At that point I will determine the needed monetary compensation.
You can see ALL of the similar experiences I have been able to find, and see that there are way too many for this to be an isolated incident.
It goes on and on and on throughout the entire internet, but that is a good representation of how all of the complaints are the same as mine.
This complaint is by no means resolved and I will continue to pursue until justice is served.