ComplaintsforArtisan Movers

• Initial Complaint

  01/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Where do I begin... Let me start by saying I had high hopes given the great reviews, but I was able to look at a response from ******* to my bank after I asked for $175 to be refunded in merchandise they charged me for AND I had provided. I not only informed the initial salesperson who took my call that I had already purchased my own materials, but I was also standing in my driveway unloading the unused boxes from the back of my van when they arrived and I made a comment about them bringing extra material and I said: "I guess that's good in case I run out". Since this incident, Artisan Movers has also reworded their website to say that Wardrobe boxes will be Provided on ROUND TRIP Moves. Before this, it did not state that. During my packing, I was asked about the Wardrobe boxes and pointed out to the Foreman on site that the website says "Included with the move" and he called his manager who said too bad. I told them not to use any more wardrobe boxes since they were charging me almost $28 a box. In the end, the Foreman presents me with a bill and an extra $169 in material fees and when I asked him why he was charging me when I supplied my own, he stated because they didn't use mine, they used theirs. He called his manager again and said there was nothing he could do. I had a 3-year-old running around and said I would take care of it later since the movers would be arriving to get the boxes they had just packed. When I contacted them I was told the foreman said I never supplied them with anything and too bad, they were still charging me. When I disputed the $175 with my bank, I got to see the response, and he absolutely lied on his statement and I am now having to provide the string of emails since he was being very dishonest in his dealings. The underhandedness and the up charging me for things I provided and then not only did the foreman lie, but the executive, ******* handling my complaint lied to my bank when asked for a response.

  

  Business response

  02/22/2023

  The customer asked if we would use her material to pack her home before booking her pack job. As this is a common request, we are happy to oblige and use customer provided material to pack their home. Unfortunately this entire issue is a result of miscommunication between the customer, the crew and the office.

  As I said before, we are more than happy to pack with the customers material. However, the crew told me they were never provided any material by the customer to use for packing. The customer claims that she did.All I know for certain is that the request to use a customers material for packing is a relatively common occurrence and my crews know that its ok to do so. Ultimately the job was completed and the customer paid for the job in full.It wasnt till the following day that the customer called into the main office to file her complaint. I wish she had contacted the office as soon as the matter arose the day of so that this matter could have been addressed appropriately in real time by office management.

  The customer is also claiming that our website offered wardrobe boxes for free and that we charged her for wardrobes. The customer is also claiming that we have now changed the verbiage on our website regarding the complimentary use of wardrobes. Yes, on page 3 of the email attachment Artisan Movers Email String you can see where I thanked ******** for advising me how the verbiage on my site could be misleading regarding complimentary wardrobe use. I told her Id be changing the verbiage so that this misunderstanding wouldnt occur again. Regardless, the site mentioned the use of wardrobes as complimentary because we take them back after each move. ******** wanted to keep the wardrobes indefinitely. In that case, if a customer wants to keep wardrobes, we charge for them.

  Regardless, I have attempted to resolve this issue multiple times of which she has declined. I offered Natachia a 50% discount on her material charge which is evidenced by page 3 of the attachment “Artisan Movers Email String”. The total material charge was $169 for her pack job and my offer was a refund of $84.50. Part of my reasoning for the 50% discount was that Natachia was left with unused packing material which she could return to the store where it was originally purchased. I thought that was a fair resolution for both parties.
  In addition, ******** levied two separate chargeback requests through her credit card company to get a return of her funds from us. Both of her requests were declined and awarded in our favor. See supporting document “Chargeback”.
  Lastly, I reached back out to the customer very recently to RE-extend my original offer to her to again, try and resolve this issue, and she told me that her bank was refunding her the money she is requesting to her account.
  If there is any additional information you need from me, please don’t hesitate to let me know.

  Thank you.

  *******************************
  Artisan Movers

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