EZ Moving and Storage

Reviews

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1. Y

   Yang Q.

   Source: MoveAdvisor

   9 Apr 2013Paid $1,180

   Do not use EZ Moving and Storage.

   We found EZ Moving and Storage on-line and regret we chose them.   The owner came out for an estimate. He said the time would be around 8 hours and 15 minutes ($907) for "the worst scenario". However, it turned out they used 11 hours and cost us $1180 (30% more than the estimate)! Not sure if the estimate was way too off or the actually work took longer than it should be.   We called the office to communicate with them about our frustrating experience, the office assistant said she would talk to her manager and respond to us that afternoon about the final payment. However, the office manager never got back to us until we called them three days later. That woman was extremely rude. Without listening to our complaint, she said she had done investigation (investigation without even contacting the customer?!) and their people did not do any wrong and 30% difference from the estimate was still “close”. She even said we owed them a late fee (we had been waiting for them to give us the final amount!) which she would “waive” for us. She threatened if we did not pay immediately, she would send the case to a collectible specialist and it would go to our credit report. We requested to talk to the owner. She yelled in the phone "I AM THE BOSS!" We never had the chance to communicate with the owner because all the communications with him had to go through the office and apparently the office blocked our message. The owner simply disappeared after the estimation. While we were naively waiting for the owner to contact us, we received a letter from a collect specialist. The office manager acted way faster reporting her customer than responding to them.   Would never use this company again!  .

   Response from EZ Moving and Storage

   We wish to take a moment of time and let our customers see the other side to this story. First of all, our customer was estimated not the $907 she stated but $917.00 and yes her move did cost a little more to $1,180.00. To explain the cost overage, we begin with the unreasoning with the customer as she had asked our professional movers to move additional pieces of furniture over and above the initial request that was originally estimated and to work for FREE OF CHARGE. Additionally, according to our records and account of the events as the unfolded, Ms. Qiu was not present for the entire unload and this left a quandary for her husband Mr. Qiu as well as our movers for the unloading and placement of furniture. Her husband and our movers had to figure out where all the pieces of furniture, boxes were supposed to go in her new home. When she arrives towards the end of the moving process, she then tells the movers that alot of the furniture that was unloaded and moved in was left mis-placed and then asks the movers to then begin the process of moving the furniture into the correct areas in the home. Not a problem for us as we are there to service her needs at her request. We are here to make all of our cusomters happy. Yet all this additional work added more time (as we charge by the hour) onto the bill and yes this made her cost go over and above her intial estimated cost. Once we completed the move, the additional labor came to an additonal cost of $253.00. After the move was completed, our driver tried to collect for the additional labor cost for the services provided, Ms. Qui refused to pay and told our driver that she was not going to pay the overage for the work provided. Our movers politley left and turned in the paperwork to our manager. The next day, we had our CSR Debbie call her to kindly collect for the addtional work provided. When speaking with Ms. Qui, she refused again to pay and informed Debbie that she felt that she shouldn't have to pay anything more because we had estimated the $907.00 and she felt she shouldn't have to pay any more than our estimated cost yet knowing that the movers truthfully and honestly provided the additional service she requested trying to make her completely satsified with our service we provided even knowing that the additional work provided was because of her not being present. After confronting Ms. Qui with having to pay and her refusing, we simply informed her that we would then transfer her to collection department for the non payment for services rendered. She then got very upset and hungup on our CSR. Our collections department then proceeded with getting Ms. Qui to pay the money owed on the bill and in the end she did pay in full but not minutes after paying her bill that she then went to the internet to cast complaints about our services and broadcast that we are a bad company to do business with. We regret this approach and completely disagree with her negative comments and in the end assuming that EZ Moving & Storage would provide professional moving labor for free when all our intention was to make her happy in the end by doing what she asked. We sincerely hope that anyone reading this will understand the whole situation. We regret that she assumed our professional movers would work for free and especially for the mere fact that she was not even present during the most important part of the move, the unloading of her items into their new home and leaving the direction to others and expecting us to correct all the mistakes for FREE. Again we are sorry for this confusing matter.