Information and Alerts
Alert Details
This business has 1 alert.
Pattern of Complaints
This business has a pattern of complaint involving service and refund issues. Specifically, consumers allege they receive estimates that increase multiple times until the moving date. Additionally, the business struggles to execute refunds due to a lack of communication.
On May 24, 2024, BBB contacted the company to request their assistance in eliminating the pattern of complaint. On May 24, 2024, the business responded with:
Thank you for reaching out to help with the patterns of complaints on our file. We strive to improve on our services constantly. Our company services 3000 or more moves a year so in the grand scheme of things, these complaints are a very small percentage of our moves that have issues. We have thousands of happy customers a year, but I would love to help make the complaints we get an even smaller number. Some steps we can take to avoid similar patterns in the future:
1. We will highlight the cancellation policy in our contract to make it easier for the customer to find so if they don't read the email in full it will still be easy to find. We refund 100% of the customers that email their cancel requests to the department that handles cancels within the allotted window of time.
2. We repeat several times through the planning part of the move that price is based on space so customers can be upfront about the items that they are moving prior to the pick up. We strive to make sure they have an accurate quote and don't blame the company for items they never disclosed. This is in several emails sent as well to avoid any confusion, but I will add this to another spot in the script that asks the customer to verbally confirm that they understand. We never raise the price unless they need more space or packing than they discussed with our reps before we arrive on location.
3. We will take note of any service complaints that aren't from the customer not disclosing information and discuss with any crews if there are any issues there so we can constantly improve on customers experience.
We appreciate the effort to help us improve on our services and customer satisfaction. Please let me know if there's anything else I can do to assist with that. Thank you.
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