Wrightway moving co They charge me three times what they quoted me and stoled my stuff Dallas Texas

Wrightway Moving Company Feedback to Consumer's Original Complaint:

1. Consumer stated Wrightway Moving charged three times the original quote

Original Quote Details:
Quote was based on the consumers information provided below

Moving from a 2000sqft 2 story home to a ground floor storage
Requested furniture to me moved consisted of: 2 Bedrooms, office, living room, formal dining, washer and dryer, treadmill, back stretcher, massage chair, lawn equipment, bicycles, patio furniture, grill and 25 to 35 boxes
Requested Wrightway Moving packing services for those 25-35 boxes

Wrightway Moving Quote verbally provided to the consumer an hourly rate quote based on her request above

Packing Services Quote
$15 fuel charge per trip
Hourly labor rate is $50 cash for one packer or $55 credit card rate
On average one packer packs on average 5-10 boxes per hour depending on breakables
Estimate 4-6 hours to pack 25-35 boxes
Materials (boxes, tape and packing paper) are an additional charge

Moving Services Quote
$15 fuel charge per trip
$3 per paper pad (estimate 40 pads)
$5 per item requiring shrink wrap or $40 per roll (estimate 1 roll)
$100 an hour labor rate for 3 men and 1 truck, cash is the only form of payment allowed when moving into a storage facility
2 hour minimum, then the hourly rate will be prorated every fifteen minutes after the minimum. (On average it takes approximately 3-5 hours to load and unload with minimal disassemble and reassemble and no long walks in excesses of 50 feet)
Estimated this move to take 6 to 8 hours for approximately 1 1/2 loads from the house to the ground floor storage

Packing Cost Details:
9/7- Packer arrived as requested at 8:45am with materials to pack the consumers original request for the packing of 25-35 boxes. After reviewing the packing needs of the consumer on site, our packer contacted operations to make them aware that the consumer actually needed at least 3 times as much packed as originally requested. At that time, consumer requested an additional packer but we were unfortunately booked on 9/7 but we were happy to send over one packer the morning of 9/8. Consumer agreed and stated she would try to get as much packed as possible herself 

9/8-Packer arrived as requested at 9:30am with materials to pack, consumer walked the packer around the house and requested packer to finish packing the kitchen (pantry, liquor and kitchen supplies) then the packer could continue packing the remainder of the house including all electronics but asked the packer to exclude the 1 bathroom downstairs and 2 upstairs (master and guest)

Packer finished at 7:30pm (10 hours), consumer completed a walk thru for the required sign off completion section on the contract and stated she needed a curtain packed and decided to pack 1 of the guest bathrooms upstairs she originally wanted excluded. Packer did as consumer requested at no cost to the consumer. Consumer signed the contract and paid for the packing services listed below (see attachment A Packing Contract).

Supplies- 91 Boxes, 11 rolls of tape, paper (see contract for breakdown) $339.64

Labor- 14 hours at $50 an hour- $700

Fuel- 2 trips at $15 each- $30
Total $1069.64

Moving Cost Details:
9/8- Movers arrived (3 man crew as originally requested) at 2:30pm. After reviewing the moving needs of the consumer on site, our movers contacted operations to make them aware that the house was larger than the originally quote of 2000 sq. ft., it was actually 3156 sq. ft. and every room had furniture to be moved, 15 to 20 totes plus the 91 boxes. This will incur more time, an additional trip and also that it was not going to fit into one storage unit

Consumer was contacted that the move was going to take longer, an additional trip was needed and everything would not fit into one storage unit. Consumer stated she understood and she had already rented an additional storage unit. Note: (One unit was on 2nd and the other was on 4th) units where not located on the ground floor as originally stated. Thus requiring additional time for elevator usage and the excessive long walk over 100 feet one way that were not disclosed. See charges for the total move after completion below (see attachment B Moving Contracts)

Labor 9 hours at $100 an hour- $900
Fuel- 2 trips at $15 each- $30
Shrink Wrap 1.5 rolls used- $60
Paper Pads 20 used- $65
Day 2 Labor 1 hour- $100
Day 2 Fuel- $15
Total $1170

2. Consumer stated Wrightway "did not send enough staff to pack stuff"
Original quote and request was for one packer only, packing 25-35 boxes. As mentioned above, once our packer arrived on 9/7 and reviewed with the consumer her packing needs on site, the consumer was contacted about her additional packing needs. Since we did not have another packer available at that time she agreed for Wrightway to send someone the morning of 9/8


3. Consumer stated that Wrightway "didn't send enough people out in the moving crew broke most of my stuff and then they Stowelde my TVs they broke into my house installed my TVs and then charge me to give them back to me the following day"

Wrightway Moving original hourly rate quote to the consumer was for 3 men to move the consumers 2000 sq. ft. home with 2 Bedrooms, office, living room, formal dining, washer and dryer, treadmill, back stretcher, massage chair, lawn equipment, bicycles, patio furniture, grill and 25 to 35 boxes.
o If accurate information would have been provided at the time of the quote, Wrightway would have suggested an option to add an additional crew for an additional cost

Per the pictures received from the consumer, the TV was not broken, it was in fact still in its original state. However the consumer did send a picture of the wall mount the TV was attached to. It is our assumption that the consumer assumed the TV was broken due to the attached wall mount not removed. Wrightway will take down the TV, but will not remove anything mounted/attached into the walls. Wrightway Moving requested additional information from the consumer regarding the TV claim. To date, Wrightway has not received any additional information from the consumer. Wrightway did not charge the consumer to give back her TVs.

After the crew finished the 1st load and unload at storage, they notified the consumer at 9:52 they were heading back to pick up the second load. When they arrived at the consumer's home she was not there, our staff was notified in writing (text) that she was exhausted and decided to leave. She asked that the crew leave the storage unit key in the house and to lock the door to her home when they left and she would meet them back at the house at 9am the following morning. Since this is outside of the norm, the crew tried to contact the consumer multiple times with no response
Crew continued to load the second load that was requested to go into climate control and finished loading at 12:30am. Since the consumer left and was unable to be reached the crew was not able to finalize and have the consumer complete walk through, the move would need to be finalized the following morning as directed by the consumer

The following morning the consumer begin texting that our crew stole her stuff and called the police. Wrightway responded by calling the consumer and going over her request in writing she sent the night before requesting our crew to meet her back at her residence by 9am to finalize the move and our crew and operations manager was on their way. In mid conversation the consumer hung up on us. A few moments later we received text from the consumer that she fired us, made threats and called us names cursing and using profane language 

Upon our arrival the consumer wanted us to unload the remaining items there at her residence instead of taking them to storage. We agreed to remove once she agreed to pay us for services rendered per the contractual agreement. She refused and called the police, once the police arrived the consumer agreed to sign the contract and pay for the services by throwing the money on the ground. At that time the crew unloaded the truck as consumer requested (see attachment C Police Report)

Wrightway Moving Resolution

At this time, the consumers claim for a broken TV and mirror dresser is in pending status. Wrightway has requested the missing documentation required to substantiate the claim. However, the claim for the sofa has been reviewed and determine that the movers could have by accident, gotten the consumers sofa dirty while unloading it into the storage. Therefore, Wrightway agrees to pay for the cleaning of the couch by a cleaner of our choice. 

Wrightway did not steal anything belonging to the consumer. As proof, Wrightway has video, pictures, multiple text from the consumer and a police report to support. In addition, there was no complaint to the police regarding damages or stolen items.