Had a very bad situation but the way they handled it was even worse! Awful experience! Worst customer service!” I was told to pay $200 for the deposit which I made and it was okay for me, the day before the move I called them back and asked them if it's possible to lower the price like a discount she said she'd try , I needed it for several hours.She tried to lower the amount, but it wasn't much and I didn't blame her for it because I figured maybe if I made things simpler and they didn't stay so long it might be cheaper for me so I told the licence relocation specialist that I would need the movers for less than the hours I quoted she said it wasn't possible our minimum hours are 4 hours, which I obviously considered absurd. Keep in mind that she never mentioned all of that in our phone call and email and besides that she said that I didn't have to tell you because you asked for a quote for more than 6 hours. And may I add that she said that if I do less then 4 hours I would have to pay for the 4 hours I never realised I didn't need all the details when asking for a quote Ridiculous RIGHT . HORRIBLE SERVICE And on top of this she refused to give me back the deposit (again it wasn't mention the deposit wasn't refundable) when I said well I don' t need the services anymore because none of that was discussed she said well then I can't send back the deposit my manger will call you it's been over a week nobody called even though I called several times THIS WAS Probably THE WORST IVE EVER EXPEIERNCE
- Approximate cost of services:
- $200.00
- Company Response
Dear Halima, if you are going to write us a bad review, we would appreciate that you would at the least be honest and relay the actual circumstances and conversations that you had with your agent. We will address your comment about our customer service first. In all of your phone communications with your agent, you were spoken to respectfully, politely and with the best customer service. Because you may not have liked some of the responses to your inquires, does not make our customer service bad. You booked your move and made your deposit at 9:30pm (afterhours) on March 25th for a last minute move (which we accommodated) for March 27th. You specifically requested a quote for 7 hours as this was a move for a full 3 bedroom house. In this case our agent did not mention a 4 hour minimum as it was not applicable to your move and move size. Based on what you listed for your inventory, there was no way that your move would have only taken 4 hours. You were well aware of this and the agreed to breakdown and charges. Your agent contacted you on March 26th in the morning to let you know the pick up time. You did not answer and eventually called back later to say that you had the CORONA VIRUS. You said that you would like to cancel your move (less then 24 hours before). Your agent was very understanding and explained the options available to you. She explained that she could postpone your move or change the date until you are better, since the deposit was nonrefundable. Your response was that you would call her back. The next call went completely different. It turns out that you DID NOT actually have the CORONA VIRUS and that you used this as an excuse, as all of a sudden you were no longer happy with the discussed price but you still wanted the service. You now said that our truck fee was too much and that you didn't want to pay it. This was never an issue, and the truck fee remained the same as in your original quote. To try and accommodate your concern, your agent did in fact offer you a discount and other options to try and make your move more affordable, after the fact. You again said that you would call back. Your next call, you asked if we can just send the movers and just have them do the labour for a couple of hours. Your agent explained to you, that due to your far location and the movers needing a way to get there, the truck and truck fee would still be applicable. At this point you weren't happy with any alternatives or discounts offered. Your agent informed you that although the deposit was nonrefundable due to the last minute circumstances, that she would speak with a manager and see if there is anything that they can do about the deposit. We did our part from start to finish and tried our best to make you happy. We did in fact end up refunding your deposit, after a manager contacted you. What was actually horrible about all of this, Halima, was that you used a very scary and SERIOUS virus that is now a pandemic and has taken people's lives, as an excuse to cancel your move! Despite this, our agent continued to treat you respectfully anytime you spoke with her. This review is completely unwarranted and undeserved. Thank you -Total Care Moving