- Report: #922331
Report - Rebuttal - Arbitrate
Complaint Review: Big Boy's Movers
Big Boy's MoversHILLSBOROUGH COUNTY OFFICE 8412C N. Habana Avenue Tampa | Clearwater | St. Petersburg | Palm Harbor, Florida United States of America
Big Boy's Movers Brittney Smith and or Susan Anderson, John 27 HOURS LATE to move 74 year old woman into senior park / Don't let them do this to you! Tampa | Clearwater | St. Petersburg | Palm Harbor , Florida
I called the company between 9 to 7 day's before the move to get a quote and give the details of the move. I spoke to a gentleman named John. He was very polite and reassuring. I was told that the movers would take my mothers bed down and put back up in her new residence and that they would bring 2 wardrobe boxes to place her clothing.
With the description of what my mother owned we were quoted a price of $366.00. The move date was for Tuesday July 1st 2012. We were told the appointment time would be any where between 2 and 4 pm and that the movers would contact us an hour before their arrival time so that either my husband or myself could get to her home before the movers arrived. I was also told that I would receive an e- mail confirmation of our move.
Funny thing I didn't recieve the confirmation until the day before the move so after reading the fine print it would be to late before the move to hire another company. I am posting the exact confirmation by copy and paste for all to read. The reason why is at the bottom they tell you if you post anything on the internet that they feel isn't factual or the feel has discrepancy they have this whole lawyer thing on there, but you the public can read it for yourselves and wonder about why it's on there in the first place, Hmmm ? Please read it in it's entirety even if it seems lengthy so you are aware of companies like this.
My husband decided to get to my mother's place before 2 pm to help her with any last minute packing as I have back problems and have my retarded brother living with us it was best I stayed home.
My husband started calling me about 3:00 pm no movers yet, than at 4:00 pm I believe he called the office at that time or the movers called us really I'm not sure because there were several calls between us and them. We were told however that they ran into some heavy rains and were behind. They were unable now to do my mother's move until 6 or 7 pm and again they would call before arriving so that my husband could meet them there. I told my husband to come back home and to bring my mom so they can at least have dinner as we were 15 miles away.
By 6:30 we still haven't heard from the movers. My husband drove back to Tampa again to wait for the movers leaving my 74 yr. old mother with me as she was already stressed and very tired. I told my husband to take down her bed and get all her clothes out of the closet as to give the movers a head start because it was getting late.
At 8:47 pm I recieved a call that they would were not going to be able to move my mother for another hour and a half. I told them well you should reschedule the mover said no it would still get done no matter how late it was. Now let's not forget my mothers bed is torn down she is 74 years old and moving into a senior community it's pitch black out and these people still needed 3 hours to move my mothers things plus drive from point a to point b.
I tried calling all 3 phone numbers listed on the web sight of course you can't get a hold of a live person to reschedule the move or have them put her up in a hotel as this was no time to move her. My mom is on social security and was paying for the move she couldn't pay for a hotel and nor could my husband and I financially help. We offered her to stay in either my bed or my brothers and felt that she couldn't impose we wanted her to stay with us but she was so upset and refused.
By 9:45 pm or later I'm really not sure the movers called and said they were on their way, my husband said oh no your not you have your boss call in the morning. He told the movers there were low tree limbs they wouldn't be able to see and that this was a senior mobile home park You can't be making all that noise and putting beds together at that time. My poor mother had to sleep on the floor that night on top of a couple of blankets with none of her diabetic dogs stuff nor any food dishes or any of her pj's, nothing it was horrible what they did to her.
The next morning we were called and told again that they would be arriving between 2 and 4 pm now it's August 1st 2012. John from the office assured my husband guaranteed they would be there, that they only had a small move before my mother so they didn't foresee any delays. I again called John to express we were not happy and he told me again there shouldn't be any problems. I expressed I wanted to file a complaint he told me let's get your moms move done first and he gave me an e-mail address to their customer service reps, which are the above 2 women I named. He stated and I quote " after your mother is moved send an e-mail with your concerns and than follow up with a phone call. That they would take care of it, that that's what those 2 women do for the company and they were good about complaint's.
Well the movers didn't arrive till 6:49 pm after screwing her the day before. Needless to say I did what John said I composed an email stating that they should have rescheduled my mother, they should have put her up in a hotel, they should return $250 back to her debit card because had we canceled on them that's what they would have charged her or at least give her a discount.
My mother was in pain all day from sleeping on the floor. I than called a couple of times these people never returned my calls. I can't believe that in the USA businesses like this are allowed to operate. Now I will copy and paste the e-mail I sent them and the e-mail they sent me back. Although I must remove the words advantage, feeble, weak as they would like to take me to court for slander lol ONLY IN AMERICA. I will let you the public be the judge please read in it's entirety should I get an attorney and sue the pants off them? Do you think we have a case? Should my mom have gotten a discount for this crap? I want to hear from you. Has anyone else dealt with this company and if so what was your experience.
I would not recommend them. They never apologized to my mom and my mom should have been the first move of that next day. The boys who actually finally moved my mom were very sweet but we couldn't take out on them what this company did to my mom. And finally the funniest thing I was told by the customer service rep was we don't guarantee appointment times, my question is than why give them? What a JOKE! Stay away from BIG BOYS MOVERS of FLORIDA they are nothing but a BIG PAIN in the you know what.
Copy of Confirmation agreement as e-mailed to me minus my mom's last name and address:
BIG BOYS MOVING & STORAGEBIG trucks, BIG movers, BIG savings, BIG difference. TMVoted "Best Movers" in Tampa Bay 2009, 2010, 2011 & 2012 Dear Ben/Carolyn/Rose: This is to confirm your reservation for moving services to be provided by our company on Tuesday July 1st, 2012. The move crew is scheduled with an estimated arrival time between 2 and 4 pm. Our office or the crew will contact you on your phone at xxx-xxx-xxxx and/orxxx-xxx-xxxxand/or xxx-xxx-xxxx when your crew is near arrival. The local hourly rate for this move has been discounted to $99 per hour. We require a two hour minimum with this rate. This rate includes the two movers with 24 ft box truck, dis/reassembly of your furniture, moving equipment and padded blankets. Two wardrobe boxes are included for your use on move day.
I can guarantee this rate providing the information that you have given this office is accurate. I have noted that we will be moving your items from zip code xxxxx a ground floor residence with no steps or stairs to zip code xxxxx a ground floor residence with no steps or stairs. I have included these details in your rate. The one-time local fuel surcharge has also been discounted to $39 flat. We accept Visa, MC, Discover, cash and money orders as payment. If you need any further assistance prior to your move please contact us by phone or email. Thank you for choosing Big Boys Moving & Storage Company. Sincerely, Susan AndersonResidential Account Executive BIG BOYS MOVING & STORAGEBIG trucks, BIG movers BIG savings TMPasco/Pinellas (727) 773-8111Hillsborough (813) 936-2699Toll Free (866) 307-0999http://www.bigboysmoving.com
GENERAL TERMS & CONDITIONS Upon scheduling a date for moving services your reservation with our company is thereafter deemed a contract. You have provided your credit/debit card information with security code for this reservation and binding contract. You were informed that if you should need to cancel or reschedule your move prior to your scheduled move day a minimum $100 non refundable/non transferable cancellation fee would be applied to your credit or debit card to cover our expenses and losses for your canceled reservation. In the event of any non-payment or if your credit card declines you would be held personally responsible for any/all charges due and any/all attorney fees associated with collecting and/or associated with this reservation and/or moving services and/or storage/supplies/equipment use.
By providing this office with the information for your credit/debit card with security code you have agreed to the hourly or flat rate estimate listed above, the contract terms, the cancellation policy and the no chargeback policy for both the cancellation fee and the move rate or any portion of either. We reserve the right to reschedule any move on move day when the movers arrive if the information that you provided to this office is inaccurate or incorrect in any way and we are unable to complete your move and/or the move is canceled and a non refundable/non transferable $250 same day cancellation penalty fee will be applied. Released value insurance (.60 per lb. per item) is included with your flat or hourly move rate. Information regarding any additional insurance can be obtained at www.movinginsurance.com or by calling (888) 893-8835.
Your hourly or flat rate is a discounted rate. Local hourly rate prices are calculated in full hour increments which begin when the truck arrives at the start location and which end when we are paid in full and our truck is prepared to depart from end location. Flat rate inventory prices are based on detailed, listed quantity of items and inventory, stairs, distance, time, fuel etc. A mover tip/gratuity is not included in your discounted move rate. A minimum 10% mover tip/gratuity is requested and should be applied to all discounted bill totals. The standard local minimum one-time fuel surcharge of $129 (equal to one hour travel at standard hourly rate) will be applied to all moves when diesel prices are above $3.00 per gallon unless otherwise discounted and noted.
Out of State/Area moves require a 50% non refundable/non transferable deposit due immediately and will be charged to the credit/debit card that you have provided and agreed that our office can use. The balance will be due in full upon the truck and movers arrival and prior to the complete unload. Additional fuel surcharges will be applied to out of area moving services (20 miles or more from xxxxx) Out of area hourly ratesare billed round trip which begin at starting zip code and ends when back at starting zip code. A mandatory 10% mover gratuity/service fee will be applied to all out of state or out of area move bill totals. Any/all changes to move information on the day of the move including, but not limited to, additional stairs or steps, additional stops, additional trips, change of zip code, long walks to load or unload (over 50 feet), any non-standard or specialty items, over weight or over sized items, not written/included in this original confirmation will result in individual additional fees and/or the move rate adjusted to the Standard hourly rate of $129 per hour.
Weather, traffic and delay from moves prior to yours are not in our control, therefore we cannot nor do not guarantee arrival time. There will be NO discounts or refunds permitted after the move begins. In the event of rain on your move day and after your mover arrival, our office permits a fifteen minute maximum credit for any/all rain delays only. You have also agreed to a NO chargeback policy. In the event of a chargeback attempt, you agree that your credit/debit card company should immediately reverse the funds back to us and that an additional $495 fee will be due by you to cover some of our expenses. Payment for moving services are due in full on your reserved move day. Non payment may be deemed theft of services with intent to defraud. Any nonpayment and forced storage will result in a minimum $250 per day storage fee per 10x10 unit plus standard $129 per hour rate for travel and unload into storage facility.
You understand and agree that any internet posting/print material written by you or on your behalf naming our company, employees or move crews is to include only factual accurate information. Should any discrepancy arise regarding the factual inaccuracies of any/all internet posting/print material, you now also understand and agree to remove this material within 24 hours of our removal notification and agree that if you fail to remove the material as agreed it will be necessary for our office to initiate a lawsuit. You understand and agree that you will be held responsible for any/all court costs, legal fees and attorney's fees in association with such a lawsuit or any lawsuit in reference to this agreement. Your receipt/review of this email has now been digitally recorded with your email & IP address on our server and this reservation contract is now agreed binding. Thank you for your business.
Copy of e-mail I sent:
Susan Anderson, Brittany Smith
I am writing to you on behalf of my 74 year old mother, whom diligently waited for your moving service for over 24 hours on July 1st 2012. Confirmed time was between 2 and 4 P.M. When we set the move up her bed was to be taken down and her clothes were to be placed in boxes. My husband went to Tampa 2x on the 31 st to meet with your movers. He tore down her bed and removed her clothing himself in order to give your movers a head start. We were confirmed 2 to 4 and than we were told 6 to 7 via telephone. Your movers were in route at 9:45 P.M. to the Tampa address. This was unacceptable!
We than were called in the morning 8/1/2012 and guaranteed the movers would be again arrival between 2 and 4 p.m. They arrived at 6:49 p.m. My 74 year old mother slept on the floor in her new home because we had no bed for her to sleep on due to the fact she is on Social Security she could not afford a hotel room with her 10 year old dog and I am on disability and could not afford to help her with a hotel. I have my 55 year old developmentally disabled brother living with so I had no place to put my mother to sleep.
We did not get the wardrobe boxes as stated you did not tear down the bed as stated, you didn't show up at the right time not even the right date. I am really disgusted with the way you conduct business. You should have called to reschedule and put her up in a hotel. She was extremely distraught and woke up with severe pain in her spine from arthritis and having to sleep on the floor. I believe your terms in your contract are if she canceled on you , you would have charged $250.00, we expect that you will either deduct this from her charges or completely compensate her for the entire move and the amount of gas it took my husband to drive back and fourth from Tampa to Dunedin a total of 2 x waiting for your no show movers.
I would appreciate to hear from you immediately with some type of retribution for this ridiculous attempt of conducting business. If we cannot come to some acceptable terms of restitution. You will leave me no options except to contact an attorney at your expense as we will for full compensation for this atrocity that my 74 year old rheumatoid arthritic mother went through as a result of your businesses conduct. I will also contact the better business bureau, Chamber of commerce, Federal trade commission, Florida's attorney general, www.ripoffreport.com as well as Facebook and every other social network that I see big boy movers is affiliated with so this will never happen to another senior citizen again.
Please do not put this complaint off as I no longer have tolerance for inept uncaring businesses who take advantage of the xxxx and xxxxxx. I may be reached between 11:30 am and 2 pm at the following number xxx-xxx-xxxx or xxx-xxx-xxxx you will be asking for me Carolyn xxxxxxxxx. I would also like to state the the guys who did the move were polite, careful and very professional which surprised me considering the company they worked for didn't have the decency to reschedule my mothers move.
Copy of the e-mail they answered in reply to mine:
August 2, 2012Ms. Carolyn xxxxxx xxxxxxxxx My address xxxx-a Tampa, FL xxxxx Dear Ms. xxxxxxxxx: We have reviewed your most recent correspondence to our office along with all previous written correspondence between you and our office, your contract for moving services and phone records with our office and your move crew. We are pleased that you were satisfied with the service you received as your crew performed moving services and noted that they were professional, polite and careful. It is the remaining portion of your email that I will address with the following: You requested that a $250 cancellation be refunded to your mother.
She was not charged a cancellation fee so no refund could be made. If you have records that indicate a cancellation fee was charged please forward this information to me. The move contract (signed by you and your mother in multiple locations indicating your agreement to the terms) and the confirmation email sent to you (with your IP address recorded indicating your receipt) both outline the terms that no refunds are permitted after the move service has begun. Furthermore, both of these (the contract and the confirmation email) outline that we cannot nor do we guarantee arrival time.
Due to many variables outside of our control it is standard policy to never guarantee arrival time. Upon our review of your signed move contract I have found that all terms, conditions, services provided and rate at which services were to be provided were adhered to completely by Big Boys Moving Company. It is imperative that the following be clarified so that our office can address your email in its entirety. You stated that if you do not receive a refund for moving services in addition to a reimbursement for gas expense you will utilize any social network to malign our reputation and cause harm using unfounded and inaccurate accusations/characterizations of an uncaring business that takes advantage of the weak and feeble.
Your willingness to use language such as retribution and restitution indicate that you are trying to portray that either a crime was committed or revenge is threatened. Although we value our customers opinions it is unacceptable that our hard earned reputation be maligned with inaccuracies in an attempt to gain monetary compensation. We take defamation of character, slander and libel very seriously and any inaccurate portrayals of the truth or documented threats will be forwarded to our Attorney and formal complaints will be filed.
You have agreed to and verified with your signature the following outlined in your move contract and confirmation email: You understand and agree that any internet posting/print material written by you or on your behalf naming our company, employees or move crews is to include only factual accurate information. Should any discrepancy arise regarding the factual inaccuracies of any/all internet posting/print material, you now also understand and agree to remove this material within 24 hours of our removal notification and agree that if you fail to remove the material as agreed it will be necessary for our office to initiate a lawsuit.
You understand and agree that you will be held responsible for any/all court costs, legal fees and attorney's fees in association with such a lawsuit or any lawsuit in reference to this agreement. Should further action be required please verify that you are the above named and that you reside in Pinellas County at the same address as your mother and not the address in Hillsborough County address for legal filings. Big Boys Moving Company
COMPLAINTS DIVISION Reference: Confirmation email moving reservation terms and conditions agreement ip address acceptance:Monday, July 30, 2012 12:16 PM Return-Path: <email@example.com>
Received: from hrndva-mxlb.mail.rr.com ([xx.xxxxx.xxxx]) From: Carolyn xxxxxxxxxGENERAL TERMS & CONDITIONS
She again sent the same info from the bottom of the confirmation so I did not re copy and paste that again.
The woman didn't even understand what I was saying about how they charge $250 if we canceled, she assumed I was saying they charged my mother that. Goes to show the lack of education. I would love to hear from the public. Thanks to all who have read and listened to my mothers grief. What should have been a happy time of moving to a new place, became a stressful painful ordeal. Consumer Beware!
This report was posted on Ripoff Report on 08/04/2012 03:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/Big-Boys-Movers/Tampa-Clearwater-St-Petersburg-Palm-Harbor-Florida-/Big-Boys-Movers-Brittney-Smith-and-or-Susan-Anderson-John-27-HOURS-LATE-to-move-74-year-922331. 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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