ComplaintsforCliff Harvel's Moving Company, Inc.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: BBB Review - Cliff Harvles Moving Company - Move Date: 1-5-2024 I express profound disappointment with Cliff Harvles Moving after our move on 1-5-2024. Initially quoted $1200 for a full pack and move service, the final cost surged to $1700, a $500 increase. Promised full-time workers turned out to have two temporary employees. Despite explicit instructions, communication mishaps occurred, and the team didn't call me after packing, leading to a series of issues.Reaching the storage unit, I discovered the unexpected cost increase and the revelation about temporary workers. Labeling of boxes was neglected, and a significant portion of items was left in the apartment. The company, after delay, sent employees to complete the job.Upon moving items into the house today, the storage unit was chaotic, lacking organization. Boxes I paid extra for, like wardrobe boxes, contained random items. This experience, having worked for a moving company in my youth, is the worst encountered, indicating a pattern of underquoting and under delivering.A payment of nearly $2000 for a supposedly professional service resulted in disorganization and stress. Employees need better supervision to provide service commensurate with the amount paid. Awaiting a prompt response from management. Will update this review if the company adequately addresses these concerns.

  Customer response

  02/21/2024

  I wish to file a complaint against this business and hope to have a resolution of them finishing the job and getting the boxes labeled and organized in the storage unit instead of being hectic and cluttered

  

  Business response

  02/22/2024

  We are sorry to hear you are disappointed with the services you received from our company. We strive to keep all of our customers happy and help make their moves go as smoothly as possible. Your initial estimate was for $1,230.50. The furniture pads were added on in addition to the estimate, which increased the total by $90.00. Your final invoice totaled $1,681.00. This was a non-binding estimate, which states charges can vary and the customer is charged by the actual time along with the actual number of boxes packed. If you would have requested a binding estimate, we would have been glad to provide you with one. We are unsure why you believe you were sent temporary workers. We do not currently and have not used any temporary workers. All employees that were sent to your home are full time employees/movers. It is impossible to use temporary workers with the kind of service we provide. We train all of our employees to safely and efficiently move furniture and goods. Once you reached out to the office on the day of your move, we immediately sent a crew back to complete the remaining items you wanted to be moved into the storage. We also did not request payment for any of the additional service provided. We were under the impression the job had been completed and you were satisfied with our services. We ask that customers stay on-site while the men are completing the move so they may answer any questions our movers may have, along with making sure everything that needs to be moved has been loaded before leaving the pickup location. Our crew leader attempted to call you twice and also texted your cell phone before leaving your pickup to head to the storage unit to unload, but did not receive a response. We like to perform a walk-through with the customer, to confirm everything has been loaded, but they were unable to get in touch with you. Unfortunately, when the customer does not stay on site, miscommunication can occur. The moving time took a little longer than estimated because the crew had to wait on your arrival to give them access into the storage unit to begin unloading. As far as different items being boxed, we always make sure to fully pack boxes so that space is not wasted and unnecessary packing is not charged to the customer. The men would have put additional items into different types of boxes to ensure that. Wardrobe boxes in particular are not only used for clothing. A wardrobe box is one of the taller and larger boxes we provide, therefore they are used to pack other large items. Once again, we apologize for your dissatisfaction and wish you would have mentioned it to us while we were still on-site so that we couldve placed items where you wanted them to be placed within the unit. When the crew left your storage unit, our office staff along with the crew were under the impression that everything had been satisfactorily taken care of. If you wouldve reached out to our office, we would have gladly tried to accommodate you.
  

  Customer response

  02/23/2024

   I am rejecting this response because:
  
  I ask that your company comes and re-organizes the storage unit. 
  

  In your response you did not offer a solution, you only defended yourself in what you knew with no factual evidence to back it up.

  We understand the price difference and that is not the problem here.

  I discussed upon the Initial quote that I need a hands off experience. 
  

  I understand that miscommunication can occur with a party being off site but I thought I set the expectation. 
  

  please note that your company actually ran out of boxes. Also note that I was contacted upon the employees being at the unit. They neglected to call me when they were done packing.

   

  Again, I just want this fixed, I am sure that if you inspected the storage unit, you would agree that the way that the items were thrown in there is not up to your standards. On top of that - not a single box is labeled.

  

  Business response

  02/23/2024

  We are sorry that you were not happy with the services provided. Once our office was contacted, our movers were sent back out to ensure that everything you needed to have done was handled on the afternoon of the date of your move. The movers were available to move anything else you requested and were sent out specifically to ensure your satisfaction at no additional charge. No additional request were made, therefore, our crew was under the impression that you were happy with the results. In our previous response, we assured you the movers were full time employees and not temporary workers. We would not be able to provide any type of evidence concerning the employees information within the company due to the privacy policy. If additional materials were needed, we could have had more delivered on-site or when the crew returned. The crew leader reached out but did not receive an answer or call back so rather than continuing to wait while the time was being charged, they headed to the storage unit to begin unloading. Again, we would have been glad to do any additional packing or moving per your request, but we were told we had everything handled before leaving the second time. If you would like the items in the photo attached to be rearranged, we can set up a time for the crew to come out. Please reach out to our office Monday through Friday between 9:00 AM and 5:00 PM and one of our office staff will be happy to help you.
  

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