ComplaintsforHome Run Movers

• Initial Complaint

  19/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30th I hired Home run movers on last minute (it was a Sunday) they gave me all the details regarding price, service and everything you must know. From this point everything was good. I gave them instructions on what to take very clearly. We agreed that we were gonna meet in point B (my new location). I can't really complain about the service because it was good, they came put the things in my new apartment and everything was good. However the following Wednesday July 3rd, after unpacking everything I realized my shoes, jackets and other belongings where at my previous location. I thought I paid a lot of money to get my things moved, and they forgot like 4-5 boxes. I didn't want a refund, I just wanted them to move it (my schedule is very tight at the moment) or give me some sort of compensation. But what I encounter was employees threating me, using language that is not appropriate to use with a customer and on top of that insulting me. They also broke 4 plates and 4 mugs that I had, and originally I was getting charged 556, but I paid cash so they gave me 15% discount which came to ***** and he took 22.6 for the plates and mugs making it to 450 total. I didn't want a refund at first because again was short notice, it was Sunday, and I miscalculated the amount of things I had. But after this experience talking with the same guys I want every dollar I spent back. The guys who came were a white guy with ***** and a hat and the other guy was French from ******** he said.

  Business response

  29/08/2024

  It has been a busy summer, and we have had the opportunity to assist many people with moves of all kinds and sizes. We take pride in our work and have built a solid reputation for delivering on our promises, even when customers occasionally fall short of theirs, despite providing clear, process-driven guidelines and terms.

  
  

  We value transparency and understand that moving day can be stressful. Thanks to our tried-and-true approach, we successfully satisfy nearly ******* customers each year. However, as much as we strive to please everyone, it's impossible to make every customer happy. Each experience teaches us valuable lessons or serves as a reminder of what to watch out for in the future. Effective communication from both sides is essential; when it breaks down, issues inevitably arise.

  
  

  We always aim to make moves as quick and efficiently as possible, regardless of the challenges we anticipate or those that arise on moving day. Our team is creative, hardworking, and patient, often dealing with customers who are in a difficult state when we arrive. Even the most unusual scenarios are typically something we have encountered before, and we know how to handle them. Additionally, we excel at injecting humor and personality to keep the mood light and positive.

  
  

  Under normal circumstances, we schedule jobs well in advance. This process includes sending a detailed estimate, collecting a deposit, sharing helpful tips and terms, confirming details, conducting a video tour to assess the situation, and discussing access details and necessary preparations on both ends.

  
  

  In this particular instance, the customer called at ******* on a high-priority day (June 30th), requesting a same-day move. Typically, I would decline such last-minute requests, but he sounded desperate. He mentioned the move involved "just a few couches, a bed, two TVs, a dining table, and that it 'should only take an hour'." He also stated that he had a small studio, ground-floor unit, and no storage. Driven by the instinct to help, I decided to overlook the red flags of a last-minute call and the customer's estimation of the time required. I deviated from my standard process to offer assistance and explained that we usually have a four-hour minimum for month-end moves, which includes one hour of round-trip travel to and from *************** plus three hours of move time. However, if the move was indeed small, I could waive the minimum time and proceed in real-time plus one hour of travel.

  
  

  I clearly communicated that the duration of a move depends on three factors: the volume of items, access routes at each location, and the level of preparation required from the customer on both ends. I have reiterated this thousands of times over the years, and I did not omit it on this day. He agreed and assured me that it was a simple grab-and-go type move. I agreed to assist, a decision I would soon regret, as I will explain in detail.

  
  

  We were finishing up our morning job early, so I informed him that we could arrive by around 2:30 p.m. or shortly after. We were returning from ****** from a job that ended at 1:30 p.m., for which the client had also paid one hour of round-trip travel. Therefore, the period from 2:00 p.m. to 2:30 p.m. was the initial portion of our travel time for this customer. Upon arrival at 2:45 p.m., due to a congested bridge, I did not charge for the additional 15 minutes. And I did not charge for the additional hour that it took to get back to ************** thanks to rush hour on the bridge. We parked in the front as instructed but soon discovered that the best spot was in the back alley, which was ground floor but accessible via a long flight of steps beneath a two-car garage.

  
  

  We retrieved our equipment and toured the studio apartment, which contained roughly twice the amount of items he had initially mentioned. The space was filthy, and there was an **** storage bed that needed disassembly before it could be moved. Every surface was cluttered with electronics, coins, wrappers, sticky substances, and other random items that needed to be cleared before we could wrap the items in moving pads and transport them. Boxes were poorly packed and barely taped, with some items simply stuffed into garbage bags. Within the first ten minutes, four additional red flags surfaced. Despite these challenges, we maintained a light and cheerful demeanor, assuring him that we would handle it.

  
  

  We worked efficiently, running to complete the task as quickly as possible until the last item was delivered to his new place. Midway through loading, he mentioned, "oh yeah, I have a few things in the garage as well, I almost forgot." We proceeded to inspect the garage and discovered four-level shelves containing over 20 bins and 25 bags, along with another sofa, TV, table, and assorted sports items. The garage was filled with approximately 100 additional items. Within 20 minutes, the move had expanded from twice the initial size to four times as large.

  
  

  We decided to assist further, ensuring we had sufficient space in the truck. Since the new items were mixed with the landlord's belongings, we required the customer's guidance to select the appropriate items. He stated that he needed to leave for his next destination, so I decided it would be best to move the majority of items beside the truck for his confirmation. To my recollection, we did so, he confirmed the items, and then he left us to finish loading. We spent approximately 15 minutes loading the remaining items into the truck and proceeded to the new location, about 12 minutes away. We arrived and parked at the front as instructed, unloaded the first items, and proceeded to the front door.

  
  

  We were unable to reach him by phone and later discovered he was with the person representing the new landlord. At the lobby, an unfamiliar man questioned our presence. Despite wearing our company hat and shirt and holding a dolly, they did not let us in and conversed through the closed door. The man asked who we were moving; he said he had never heard of the customer or our company and mentioned there are no moves on Sundays, indicating a mistake. I returned the items to the truck and waited for the customer to call. After some time, I approached the door again, only to find another person present alongside the first. They were on the phone with the building manager, informing them of an exception to the "No Moves on Sunday" rule. They instructed us to make all moves through the back alley via the parking garage, not the front.

  
  

  I apologize for the detailed account, but I want to emphasize that we were as patient and accommodating as possible to assist this customer. Despite the lack of clarity and missing details initially, we managed to complete the move. We positioned the truck, navigated the ramp, moved through the building, and into the elevator approximately 300 feet. I unloaded the truck and transported the items to the elevator, while my partner took them up into the unit and organized them as best as possible. Despite poorly packed boxes and 25+ garbage bags, we worked diligently to deliver each piece, including the oversized sofa, into the undersized elevator without damage. I reassembled the bed and left the space as organized as possible. The only damage occurred to some plates because the box was insufficiently sealed during handling, which was not our fault, but I chose to cover it.

  
  

  The move took us three hours from start to finish, plus one hour of travel time, including disassembly, reassembly, and time spent resolving access issues at the new location. We charge $139 per hour, totaling $556 with GST. Aware of the customer's sensitivity to pricing, I offered a 15% discount if he paid in cash. He agreed, bringing the total to $472.50, and requested to round it down to $450 with a discount for the broken plates, which were thrift store items. He seemed satisfied, and I was pleased to conclude the job amicably.

  
  

  A few days later, he contacted me via text. Initially polite, he stated that we had "forgotten 4 boxes on the top shelf," which I believed were not part of the assortment that he had pointed out. He said he would retrieve them, (as they were only 12 minutes away by car). It seemed like it was over. However, 20 minutes later, he replied, "I paid a lot man, and now I have to go back after work to get all the remaining boxes." At that point, I took it upon myself to remind him of all the surprises we had handled and acknowledged that he managed the move well considering the circumstances. I wished him a good day, but he began to act rude and erratic.

  
  

  I attempted to resolve the misunderstanding and highlight the solution. While I was correct about the travel time and the overall cost-benefit of the move, despite the customer perceiving himself as a victim, we had performed our duties diligently. We helped this person last minute, were misled about the volume and access, and were surprised by numerous aspects of the move. Nonetheless, we maintained a rapid response, good spirits, and fair pricing, even offering a discount.

  
  

  However, six hours after his initial text on July 3rd, he began to "rip into me again." I was engaged in an extensive, demanding move, and, frankly, I could not handle further confrontation. We exchanged unpleasant terms, and he disparaged me and my company, making unfounded claims, including inappropriate remarks such as (the blood I found on his mattress during the move) "it was from my mom, bro" and making delusional statements that led me to question his mental state. I accused him of being "high or drunk" and insisted we should not continue communicating. He demanded a refund for what he considered a "half-ass job," stating, "you just wait, I'll get my money back you'll see." 

  
  

  While I understand that organizations like the BBB are meant to protect consumers from bad companies, it raises concerns about how good companies are protected from dishonest customers. I do not subscribe to the ******************** business model, but it troubles me to be portrayed negatively, especially when I went out of my way to help this guy. I'm a human being and subject to emotions like anyone else, especially after a hard day. I'm committed to running a moving business based on fundamental values such as honesty, integrity, teamwork, empathy, and patience, I am responsible for hundreds of people and thousands of items. I achieve a 98% success rate by doing my best to help, even when the signs suggest otherwise, which has been fulfilling yet sometimes at the expense of my own personal peace. Unfortunately, this situation exemplifies how that sentiment can sometimes backfire. You need only scan over some of our recent ****** reviews to see the kind of impact we have had consistently over the years.

  
  

  Currently, I am dealing with another similar case, potentially leading to further negative feedback despite our adherence to our promises. The customer withheld complete payment on an already discounted move from **** to ********. However, that is a matter for another time. I have spent two hours responding to this account, and you may use it as you see fit.

  
  

  I understand our reputation and know how most customers view us after working with us. The distorted perceptions of a few difficult individuals have taught me to recognize warning signs in advance to avoid such situations entirely.

  
  

  Respectfully,  

  *****************

  
  

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