Jenny Burch wrote on 03-23-2017

Terrible customer service over broken tv

My husband and I used this company last Saturday for our move and are extremely disappointed with the customer service we received from the office staff, Carson, who said he was the owner. The 2 men that came to move us were fine - they were friendly and stayed in good communication to find out what we wanted done. Once they moved everything in, one of the guys sat down with my husband and gave him the total amount owed which we paid in cash. Once they left, we started to organize a bit and my husband turned over our flat-screen tv which the guys had laid on the bed. He could see what looked like streaks of discoloration on the screen so he plugged it in and turned it on- it was obvious it had been broken. We immediately called one of the moving guys that had just left and told him the tv was broken. He told my husband he was just about to call us because he realized he hadn't charged us for an extra 15 minutes, which would be $55. My husband said that was fine and asked what could be done about the tv. The mover was very apologetic and said he'd call the office and have a manager call us back once they had the paperwork later that day. Over the next couple days, my husband called and emailed a few times and finally heard back from Carson on Tuesday. He started by telling my husband that "I can tell you now, I'm not buying you a new tv" and suggested that maybe the tv was already broken before his guys transported it. It has been mounted on our bedroom wall since we bought it just over a year ago and the moving guys took it down for us. Carson told my husband he'd talk to his guys and call back. The following day we received a call from him where he told my husband that we refused a tv box and so they aren't responsible for replacing the tv. We were never offered a tv box by the movers and didn't know we had that option. Carson said he had our signed agreement showing that my husband had signed off refusing the box. My husband let him know that there was nothing on the agreement about a tv box and that we weren't given a copy of the agreement. Carson said he'd send it out and we received it via email today. It's very obvious that the contract was altered after my husband had signed it - the total price area had been whited-out to correct the $55 mistake the mover made. Also, in the notes section of the agreement had been hand-written in that we had refused a tv box and mattress box. The handwriting is completely different than the mover's handwriting (add-on looks female) and clearly a different pen was used. Completely unethical to alter an agreement after the fact without both parties in the know- it makes it appear that my husband signed something when he did not as it was added at a later time. When I googled the company, I found several negative feedbacks and one where a similar situation as ours had occurred and the same poor service was given by management. Also, there are 3 unhandled situations with this company mentioned on the BBB'a website. When my husband mentioned to Carson that we were going to leave negative feedback on our experience, his response was that there are many positive feedbacks about them so he wasn't worried. Because it's a matter of integrity and principle at this point, we're not letting this go!