NW Relocation came to our apartment to move our furniture from Oregon to Virginia. The contract that we signed had an estimated weight of our belongings of 3000 lbs which was subject to a final weigh-in upon pickup.
We would be subject to additional charges for any extra weight. We were told that we could be involved in the final weigh-in process (i.e. follow the moving company to the weigh station) if we wanted, so that we can feel comfortable
with the final weight. We agreed that we wanted to do that.
The day of the move, two individuals from NW Relocation picked up our furniture. Neil, the individual in charge of the paperwork and contract, said that there was a truck waiting for our furniture and that they were going to bypass the final weigh-in so that they could get the furniture on the truck in a timely matter. He said that the truck was waiting for our
furniture before it started its drive across the country. Neil said that the estimated charge of the move that was listed on our signed contract was going to be our final price (plus an extra charge for an elevator fee and a stair fee). He said that they were going straight to the drop-off location so there was no need to follow them anywhere for a weigh-in since they were not going to do that. We had him confirm this multiple times because we were willing to follow them to a weigh-in location. He explained that since we are doing them a favor by not taking up valuable storage space in their warehouse that they wanted to go straight to the moving truck. He promised us that our final cost was going to be what was on the contract at the 3000 lbs.
The next day, we received a phone call stating that the final weigh-in of our furniture was 560 lbs. over the estimate. We called and spoke to Tim, a manager at NW Relocation who was in charge of our move, and asked him about the final weigh-in. We explained that we were told by Neil that there was not going to be a weigh-in because our furniture was going straight to a truck to be moved across the country. We told Tim that if there was going to be a weigh-in, we wanted to be there so as to feel comfortable with the weight ourselves. The additional weight was going to add $448 to our total moving cost.
Tim said he would speak to Neil about what we were told and if Neil could confirm this, then he would take off the additional charge. Upon Tim calling us back, he said that Neil told him that he never said that there would not be a final weigh-in and didnt know what we were talking about. We told Tim that he told us multiple times that there was no final weigh-in and that if he didnt say that, we would have made sure to follow them to a weigh station. Tim apologized but said that since Neil said he didnt tell us that that he was going to believe his employee and not refund any part or all of the additional weight costs.
Our first issue with this company is the fact that the mover, Neil, lied to us about their being a final weigh in, thus promising that the weight and price on the contract was going to be final. Then, the same guy turned around and lied to his boss about telling us this. Our other issue is the fact that we were basically called liars by the manager, Tim, and he was unwilling to work with us on a resolution. The fact that Neil lied to both us and his boss makes us feel like they lied about the weight too just to get more money out of us.