ComplaintsforBell Moving & Storage, Inc.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Bell Moving and Storage company based on their reviews and received an estimate. Despite their forms and website stating that an estimate would occur in person, their estimator decided to do a virtual estimate. We voiced our concerns that the estimate would not be as accurate virtually but received attitude and was told there was no difference. Unfortunately, we decided to believe this company. The team that was sent on the date of the more (06/18) was provided with a truck that was far too small for the move, so the team had to make two trips. Additionally, despite the fact that we personally moved all tvs, mirrors, artwork, tools, bicycles, and other breakable items ourselves the day before (which had been included in the original estimate), and we assisted the movers with taking things off and onto the truck, the move took 3.5 hours longer than we were quoted. If we had not assisted and personally moved all that we did the day prior, the move would have taken 4.5-5.5 hours longer than we were quoted! There was also damage done to multiple walls, wood floors and multiple pieces of furniture. I called to first report these concerns during the move, left a voicemail and did not receive a call back. Unacceptable. We called the company back two more times later in the week attempting to address the issue. We were promised a call back, did not receive one, so we had to call back yet again. While we did receive a half hour credit for the time the movers had to go back for their second load, and a half hour credit for the time the movers took for a lunch break, these credits were only given after multiple stern phone calls. I would strongly recommend using another moving company in the area if you are at all concerned about accuracy in you estimate or customer service. The damages have not yet been addressed as they will not even consider damages until the invoice (for the additionally hours it took the movers, which far exceed the quote) is paid.

  

  Business response

  07/01/2022

  Hello **** ********,
  
  First, I’d like to apologize that we were unable to resolve the issues you brought to our attention prior to you contacting the BBB. As you can see from our Google reviews and rating on the BBB, our complaints are far and few between but we do take them seriously when they happen.
  
  I’d like to thoroughly address each of your concerns.
  
  1)      The virtual estimate concern. Our website states:  “When you request a free moving estimate, you will be asked questions about your move during an in-person or virtual assessment.” Since the start of the pandemic, we have found many benefits to virtual estimates for our customers. Certainly every move isn’t the same and some are better suited for in-person. In your specific case, our estimator asked if your husband would be ok with a virtual appointment and he agreed to it without pushback. I do apologize if that wasn’t the case and your request to keep it as an in-person was met with attitude. Most customers really love our estimator because of his knowledge of moving, but sometimes tone and intention aren’t conveyed well over the phone. I have spoken with him about your feedback.
  2)      The size of the truck used. We have in our notes that a smaller truck was needed due to the difficult parking situation. If that’s not accurate, then we should have sent a larger truck based on the size of your move. However, parking did end up being a challenge even with the smaller truck. As you stated, we did credit you for the extra time the second trip took.
  3)      The additional time your move took. After accounting for the 1 hour credited back for the second trip and lunch break, as well as taking into account the one-hour parking issue that was not in our control and involved getting police officers to help clear the street for us to park and access your home, the move took an additional 1.5 hours than the original quote. While we strive to be as accurate as possible, variances do occur and that’s why the quote you signed says in multiple places that the final billing will be based on actual time. When our office spoke with you, we did make sure that the crew had worked hard and wasn’t slacking and you and your husband verified that yes, the crew had worked hard.
  4)      Responsiveness of our office. I checked the phone records and your voicemail was received on a Saturday evening, after hours. You should have received a call back first thing on Monday and that didn’t happen. Admittedly, we don’t have the best process for responding to voicemails left over the weekend. This is something we will internally address and improve upon as all customers should receive a follow-up call the day after their move.
  5)      Consideration of your claim. It is our policy to receive full payment prior to evaluating claims. This is an industry standard and not unique to Bell Moving & Storage.
  
  While we stand by our estimating practices and our office team, we failed to meet your expectations and for that we will refund you the difference of an additional 1.5 hours of labor time; $322.50. An updated invoice will be sent reflecting the new total. I have attached the claim form for you as well so that we may begin that process once your payment is received.
  
  Thank you.
  

  Customer response

  07/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:

  There are several additional aspects of the Businesses response that are untrue or misleading.

  
  Paragraph (2) - size of the truck. My husband did not request a small truck. When asked about the size of the streets, he informed Joe that the streets were tight,  as they are in historical districts. He did not make any request regarding the size of the truck, but rather, answered honestly when asked questions about the moving logistics. He also asked about getting a permit to secure adequate parking for the truck (addressed further below).
  
  
  Paragraph (3) - When my husband spoke with Bell, he asked how long we should request a "no parking" permit for the front of the residence where we were moving so we could ensure the movers had enough time, and that we did not run into any parking issues. He was told to request a permit for 8am-5pm. The movers left for the second trip after 5pm. While we are lucky that we were able to have the police request the cars move, there would have been no need to do so if (1) a larger truck had been provided (2) your estimator was closer to accurate with the amount of time it would take to complete the move (keep in mind, that only the first truck, took longer than we were told the entire move would, we had already moved a significant number of items that were included in the estimate, and we were actively assisting the movers the entire time).  
  
  
  I am in no way suggesting the crew did not work hard. What is abundantly clear, however, is either the company's estimator failed to properly perform his job, or this was simply an attempt to provide a low estimate to secure the contract and then receive additional monies when the job would inevitably take much longer. 
  
  
  Paragraph (4) - Joe also never called my husband back after my husband called back to complain on Monday. 

   

  I relayed these additional points to the company, and they did not wish to take any further action. I feel I need to reject their response not only based on their actions towards me but in consideration of other individuals who may fall into the same trap and who may not have the time or resources necessary to stand up for themselves against these predatory business practices. I think it is also important that after this investigation is concluded that the reviews be placed on the public website so that other customers may be warned. 
  
  
  
  Regards,
  
  ***** ********
  

  

  Business response

  07/11/2022

  Mrs. ********,
  I am sorry that your experience has been so negative. Your primary complaints are that your move took longer than anticipated and the follow-up communication from our office was lacking. You acknowledged the crew worked hard and was not trying to make your move take longer than it should have. In a service-based industry, it is important to us that we follow through on our commitments and provide the best service possible.
  To further address your grievances against our estimating practices. The salesperson you dealt with has over 16 years of moving experience as both a contractor for a large local company and in sales. He estimates everything from local 1-bedroom apartment moves to commercial restaurant and office moves. He (as any estimator does) makes mistakes from time to time but is not maliciously trying to low-ball estimates to secure contracts. In the summer, we are in fact so busy we often have to turn away moves. I assure you, this is not a "predatory" practice we are using to get more moves. Did you happen to receive other estimates? I’d like to know if they were on par with ours or if they were much higher and try to troubleshoot with Joe what could have been missed on his end.
  After learning of the shortcomings and further discounting your move, your total came to one more hour of work than the original estimate. This is not out of the range of an acceptable variance for our industry. Furthermore, our estimate outlines the possibility of a variance in multiple places, see below taken directly from the estimate provided to you.
  “THIS IS AN ESTIMATE: THE RATES OUTLINED REPRESENT ONLY YOUR ESTIMATED CHARGE BASED ON INFORMATION THAT YOU PROVIDED AND THE CREW SIZE SCHEDULED. YOUR FINAL CHARGES WILL BE BASED ON ACTUAL TIME, BILLED IN 1/4 HOUR INCREMENTS ONCE THE MINIMUM TIME IS EXCEEDED. IT IS ENTIRELY UP YOU YOU THE EXTENT OF SERVICES THAT WE PERFORM.”
  “BILLED HOURLY NON-BINDING QUOTE: THIS QUOTE IS ONLY A PROJECTED COST. The estimate provided is a NON-BINDING quote meaning your final charges will be based on actual time, materials, storage, etc., and can be higher than the range quoted above. Your cost could be lower than the range quoted above if the service is completed in less time, but not lower than the minimum hours listed above. A minimum number of hours and corresponding charge will apply to all services. Once the minimum time is exceeded, you will be billed in quarter-hour increments, and for ALL time required to complete the services requested. BELL MOVING AND STORAGE Movers highly recommends that you schedule a free, in-home estimate prior to your move. If you are using BELL MOVING AND STORAGE for Storage, the first month of storage is included in the total projected cost and will recur on a monthly basis for as long as needed. Storage cost will be adjusted based on actual space required. Any discounts listed will be deducted from your final bill once services are completed and your bill is calculated.”
  Regarding the communication and follow-up. I acknowledged in my last response to you that we definitely could have handled this end of the communication better. However, it is not the salesperson’s responsibility to handle complaints after the move. I have spoken with all of our office team that did speak with you and your husband after the move and we are committed to providing better, timelier responses in the future. Your complaints should have been escalated to an owner’s attention and they were not, for that, I apologize again.
  We have been in business for 100 years, employ many great people and take pride in the service we provide and the vast majority of our customers are happy. Our family and many others rely on the success of Bell Moving and Storage and we can only be successful by continuing to provide excellent service to every customer, every time. We have acknowledged your complaints, refunded $537.50 and apologized for the shortcomings of your move. I hope that you will reconsider acceptance of our response.

  Customer response

  07/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  

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