Mr. Mover Owner Jason SvadebaMr. Mover Ripped off moving, they left leather couch at apt. Couldn't get out door. Took 40 minutes to move bureau with faulty equiptment. Owner sent inexpierenced " movers". Held piece of furniture hostage on truck until paid in full. Took 2 1/2 hours to laod 1 b.r. apt. Ruined new carpet with dolly. St. Petersberg Florida

Mr. Mover
8424 4th ST. N. Suite D
St. Petersburg, FL 33702

July 11, 2008

Heather Shuler
1600 S. Grant St.
Longwood, FL
32750

Dear Heather Shuler:

I will address every concern that Danell Falato has with Mr. Mover regarding the move that we did primarily for her daughter. However, I would like to preface with a general tone of her behavior towards me and my movers on that day. In fact, before the movers even left our office she was raising her voice with me on the phone telling me that they had better get their butts over there'. She was so rude that I had no other human response than to consider not doing business with her, due to her aggressive, belligerent, and irrational nature. I decided to go through with doing her move so not to leave someone hanging just because they may be having such a bad day that they would feel the need to treat me like I had done something wrong when I had not yet even had a chance to do anything at all. Later during the day when I was speaking with her husband(as I was asking him what can I do to help make this better') he said that her sense of humor' could be misinterpreted as anger. Let me tell you, there was nothing funny about the way she treated either myself or my movers before she even knew what we looked like. There is more, but I will get the point of addressing her apparent concerns.

Mrs. Falato states that the movers are unqualified, and generally inexperienced'. She also wrote in an email to me that they were probably just temps'. This is not at all true. Between the two movers there was approximately 3-4 years of moving experience. And these guys actually had 2 previous customers, in the week prior to the Falato's move, grab their radio while communicating with me to say Hey, these guys are great, and such nice guys, etc.' They were not inexperienced movers nor were they temps.

Mrs. Falato complains that we wasted time and had inferior equipment. My only response to that is that on the day of the move she nearly doubled the items that she wanted moved(please see contract,) and was trying to rush the movers and say or do anything to keep the price at the estimate(for the fewer amount of items) that was given prior to the move date. In fact she told the movers on several occasions to just throw' or toss' the items on the truck. She also stated in an email to me that she wanted her new bedroom set to still look new when it got to the delivery location. How can we do that without being careful? This is a classic case of a customer wanting to pay less for a job that requires more. We will not and did not act in a fashion to carelessly damage her furniture, nor will we move a piece that will inevitably be damaged due to no fault of our own. I commended the movers for that in fact.

Mrs. Falato complains that she complained to me numerous times and I was belligerent. That complaint is absurd, as she was the one being belligerent with me the entire time, and if I raised my voice, which I would say I had to, it was only to answer her questions without being rudely interrupted by her sarcastic, rude questions and comments. She was trying to intimidate someone to get more done for the price of a lesser job. This became more apparent as the day went on. She added more work, I don't know what else to say.

Mrs. Falato complains that we didn't even know how to get to the delivery point'. This second complaint doesn't make any sense to me since when I was quoting her move she explained to me emphatically that she was buying her daughter a house' and something to the effect of it is so new that it isn't even on mapquest'. I simply asked her if we would be able to follow her to the delivery address and she said yes, I will be there'.

Mrs. Falato complains that the movers couldn't lift an armoire up the stairs. While Mrs. Falato and her husband were driving to the delivery point, she put him on the phone. I explained to him how mean and rude she had been to both myself and the movers and I was only trying to help the move go as smoothly as possible. At that point he appeared to understand what I was dealing with and then said that her sense of humor' could be misinterpreted as anger. I then asked him if when we got to the delivery that we only charged him for 1 hour from that point no matter how long it took, just to get this done(basically taking an hour off of the job just to keep the peace and as well make up for any possibility that we had done anything wrong). He said yes, that sounds reasonable, and completely agreed to it. He then said don't even worry so much about the items going upstairs as we will probably just have them get most of the items simply in the first floor. I said sure, whatever we can do. Everything was fine.

Mrs. Falato complains that the movers were late, and that my excuse was that one of them was run over by a truck. Again, completely absurd. We were not late, she knew it was 8-12 window (AM) of arrival and we would do our best to get there as early as possible. Mrs. Falato requested that she would be emailed a copy of the contract when she scheduled the move. I did that. So not only did I discuss our arrival time with her, it was clearly written on her contract. Only when she called at about 9 am irate that the movers weren't there yet. She was yelling at me that, 'they had better get their butts over there'. I then explained that our driver originally scheduled for her job was rear ended in his car by another car on his way to work and was actually on his way to the hospital. Talk about about no sympathy. I explained to her that we had it covered and we would still make our window, which we obviously did. We were not late.

Mrs. Falato admits that she had more stuff' than was originally told, but that she was assured that would be ok if that were the case on the day of the move. I do not understand these comments. Again, I explained and even emailed a copy of the contract to her well in advance. It was very clear that if she had more or less items than previously discussed on the actual day of the move that would be fine, because we only charge for the work that we actually do on that day. She also complains that it should have been an easy 3.5 hr move and turned into a 5.5 hour nightmare. Again I do not understand this comment as she knows she added items, of course it will take longer. Her move was estimated at 3-4 hours before she nearly doubled the number of pieces being moved.

Mrs. Falato complains that we ruined the first 8 steps of the stair carpet, and the way she writes this it appears that she is implying that I sarcastically told her to take a picture with no attempt at resolution. Again, this not how it happened and she appears to be misrepresenting the truth again. She did not want to pay us the money she owed us for all of our efforts, and she was making every attempt to not pay her bill. The only thing resembling a damage, that she could come up with, is that she said there was a mark on one of the steps from the dolly and she wasn't going to pay the balance due. I explained to her that she would just need to file a claim with our office and we would take the appropriate action. I then further explained that it would help her claim if she had a picture to send in along with her statement of damages. That was the last that I spoke with her and she never sent in any type of claim. The movers shared all of these details with me as well and all stories added up except for the story she tells here of 8 ruined steps. On the day of the move the movers confirmed there was a small grey mark on one of the stairs possibly from the dolly tire, which would probably take some minor cleaning and could probably be done without even hiring a professional. This was the same story I was getting from her. For this she now did not want to pay her bill at all.

With respect to Mrs. Falato's complaint of wanting to receive her furniture without paying her bill, the State of FL Statutes are clearly represented on our contract. We are a law abiding company. She calls this bad practice. I can assure you we would have been out of business a long time ago if we left it up to our customers to decide how much, if at all, they decided they would like to pay us at the end of a move. There are a lot of dishonest people out there.

In closing, her total balance should have been $623 and she only paid $532. I do not understand what more she wants me to do. I did everything I said I would, and she has done nothing but stretch the truth and try to take something from us at every opportunity. I explained to her how to file a proper claim with us to get proper resolution. Unfortunately, she has not made one attempt with Mr. Mover for a proper and honest resolution to her complaints.

Jason Svadeba
Mr. Mover LLC

It sounds like the Bureau was the first thing they moved. After 40 minutes of waiting I would have told them to take a hike and rented a UHaul if you could have found one.