Big Boy Movers - Utah - A Local Lehi Moving Company

In response to the complaint for Order # 810411 I would start by saying that the complaint details have been updated multiple times by the customer, each time changing some of the details, thus making it hard for an accurate response. However, the following is a response to the alleged issues that were made.
1) First complaint is that the movers arrived on-time but failed to call you to tell you they were on-time. In our confirmation calls with all customers we inform them of the arrival window and always call the customers if there is any change to that. Since there was no change, we arrived as previously discussed.
2) Second complaint is that the movers arrived unprepared in two ways (as alleged by you via complaint and phone call with manager) 1. Missing a dolly & 2. Missing tools. As for the dolly, that is correct, the dolly the movers were supposed to bring was not brought. I had informed you over the phone we would work with you on a discount due to that oversight and are still willing to do so.
As for the Missing tools (specifically to disassemble your treadmill), we provide the basic tools that are sufficient for the majority of tasks within a mover’s responsibilities. However, there are a wide variety of items; furniture, exercise equipment…etc., that require specific tools and we do not guarantee to have the tools for every make and model of treadmill. Simply stating you have a treadmill does not warrant the expectation that we will have and bring the exact tools necessary. Rather, if the treadmill was previously brought into the home and assembled, it is assumed the owner has the correct tools available to disassemble said item.
3) Third complaint was that the movers included the time it took for you to get a dolly. They were working the entire time even if it was moving lower priority items. The purpose of the move is to move all the items, even the lower priority items and they did that. Furthermore, this complaint also hinted that they didn’t put all the heavier items in the container first. The movers are trained to help the customers load their container with a plan in mind to protect all the items, maximize the space, and do so in the most time-efficient way. Most sound strategies to accomplish these things would not have all the heavy items loaded immediately.
4) Fourth complaint that the movers moved items you did not indicate needed moving. The movers where informed that you intended to move all items and, as you state they were waiting for a dolly, they wanted to continue to assist and continue to work and helped you move items, even if not the explicit items you pointed to. Most customers appreciate our movers going above and beyond in working the whole time they are on a job-site.
5) Fifth complaint was that the movers allegedly did not notify you of the difficulties in moving the treadmill. Per the movers it was approximately 10-15 minutes in which time they were making reasonable attempts to disassemble and/or move the treadmill and, in that time realized they were going to have difficulty due to the make/model of the treadmill needing different tools.
6) Sixth complaint was that you called the office and left a message and within 20 minutes were put on the phone with a manager. Furthermore, you state the manager “struggled to answer my questions, was rude, was condescending, and who via subsequent text messages with his employees (who relayed the messages to me) pressured me into releasing payment.”
During the phone call with the manager you continuously interrupted the manager and then demanded that he show you where the explanation about the tools is in the contract in a very combative way. As he attempted to answer your questions you threatened to file a complaint unless the movers stayed additional time for free. When the manager attempted to explain further about the tools you interrupted him again and said you would just be done with the move and complain to hire a helper. There was no real opportunity for the supervisor to make things right and work with you due to your approach on the phone.
7) Seventh complaint states (of which has dramatically changed since your modifications of your complaint) that the manager through text messages pushed you to release payment. That is a complete falsehood. The text messages between the manager and crew on-site actually state that when the manager was notified that you were refusing to release payment through Hire a Helper, his exact response was “That’s fine.” You had already stated over the phone you would fight the payment with Hire a Helper and so the manager verbally notified the crew that if you refused to release payment then we would also work with Hire a Helper to resolve payment. At no time did the manager personally or through text messages force you to release payment.
We're still willing to provide a discount due to the lack of a dolly but disagree with the rest.
KEMP

- Big Boy Movers - Utah