Cousins USA Moving and Storage Harry Chiddenton Cousin's Scam in 3 steps... Ft. Lauderdale, Florida

We could appreciate the customer's (Keith and Norelia Wiggans, of Austin Texas) frustration. Moving can be stressful!

Even though this report makes good reading, it has no basis in fact and it's a distasteful manner in which to avoid honoring a financial obligation. We find it necessary to dispute and clarify each point made by Mr. Wiggans.

To begin, Harry (age 53, and not that elderly), did in fact visit the Wiggans's residence to provide them with an estimated cost to move to Austin, Texas. However, and in contradiction to Mr. Wiggans' claim, he was not present. Only, his wife, Norelia was at home. Therefore, his entire complaint is third party. 

Harry, prepared an estimate, in good faith, despite finding it somewhat difficult to communicate with Mrs. Wiggans, due to a language barrier. The estimate was based on "actual weights and services". This type of estimate meant the truck would ultimately be weighed and all services rendered would be calculated to arrive at a final cost. Unfortunately, Mrs. Wiggans led her husband to think he was given a "guaranteed price".

The estimated weight was 5551 pounds and the actual weight was 5960 pounds (a difference of 409 pounds). The estimated cost was $3130.22 and the final cost was $3437.90 (a difference of $307.68, not $500.00). The additional cost included the shuttle service at origin. To this date, Harry feels the tractor trailer could have accessed the property. However, the driver has the final say. Per Mr. Wiggans's report, he states he paid a $500.00 deposit and was prepared to pay $3000.00 at delivery. However, he only paid $2650.00 at delivery. There remains an outstanding balance of $287.90. If it was our intention to scam the Wiggans, rest assured the goods would have not been delivered until the bill was paid in full.

When the original conversation arose about the shuttle at the pickup, it was with one of the owners, not Aaron, as indicated in the report. We agreed to absorb the cost, only, if there was a shuttle also required at the delivery. Certainly, not something a "scam" mover would offer to do. Prior to loading the furniture, the Wiggans checked with the delivery location and were informed a shuttle would be required. However, upon arrival the driver was able to avoid having to perform the shuttle and Mr. Wiggans then became liable for the cost of the origin shuttle. Again, the driver and his particular vehicle dictate when a shuttle is necessary.

As for the time frame for delivery, Mrs. Wiggans was well aware the delivery was to be anywhere from December 6th through December 14. Of course, every customer wants their furniture as quick as possible, but we could not, and did not, obligate to any other time frame. We cannot venture to say how the delivery time frame was relayed to Mr. Wiggans by his wife. Actually, the goods delivered 4 days early.

I closing, the final charges are $307.68 more than estimated. Without the origin shuttle, the final cost would have only increased $43.42. For a non-binding estimate, the customer should be happy they chose such a reputable company. Otherwise, they would have had a real story to write about.

Again, this report makes good reading: "the setup", "the arm-twist", and "the closer", but none of it is accurate and there still remains an unpaid balance on this move.

There is no way to know any actualcharges until your items are picked up and the driver calls the office with the weights. Obviously this office didn't call you and inform you of the actual charges beforehand. They waited until delivery day. Ionce worked for a moving company and that was part of my job. I called the customer after figuring the charges.Customers have the option to pay by credit card, cashier's check, or money order. In order for the customer to have the money order in the right amount, they have to know the charges. I think this company needs to adopt that procedure so that this doesn't happen in the future. It is very hard for a customer to come up with extra funds at the last minute especially if it is Sunday.

I agree, the estimator should have looked around your apartment complex and saw that the tractor/trailer wasn't going to be able to get to you. I know he said there was room but obviously he missed the mark on that one. I have a feeling you would have been less angry if you knew about the shuttle ahead of time.

While I no longer work for my company due to the economy and offices closing, I really hope this agent isn't one for the van lines that I worked for.