Poor customer service
I am rating their customer service as a one. (I would rate the actual moving people as a 4). I was referred to them to move a grandfather clock locally. The 'estimator' CHRIS quoted $999 which included 3 hours of time for THREE people, PLUS charges for one hour of travel, a clock technician charge, and an 'operational charge.' When I asked if this was a flat rate, they said no, it was an hourly rate based on 3 hour minimum. I had no idea what was involved. I had to rely on their estimate that it would take THREE people. Clearly that was an upsell to inflate the price. But, of course I didn't know that. I was floored by the estimate so in order to be sure that it wouldn't end up costing more, I asked for a flat rate and was offered a flat $1000. The original contract had the specifics, but the document I signed only stated that a clock was being moved, without detail. When the truck showed up, there were only TWO people. Had the original quote stated two people, the cost would have been about $240 less and had I negotiated a flat rate, it would have been based on that. I emailed the original estimator person who kicked it 'upstairs.' A person (ZACK, I think) called me and was extremely rude, would not let me explain why I thought the fee was unfair, but he continued to talk over me even while I asked him to stop and listen. He continually told me I signed a contract. I maintained that the estimate and the agreed amount was based on more workers than were sent by the company; but he wouldn't listen. Even the driver could hear this guy speaking loudly and not stopping when I asked him to listen. This is poor customer service. Making a small consideration in the price would have been in order or a polite person who validated my concern. But, they had my clock on the truck and wouldn't bring it in until I paid the full amount. So, I did. I sent a follow up email and received even a ruder reply. DO NOT USE THESE PEOPLE. I feel sorry for their actual moving staff. They were polite, nice, and handled my clock carefully. However, although the person who was the clock tech handled the moving parts well and reinstalled them, I had to ask her to set the time and then after she left, it wasn't keeping time. I realized that she hadn't started the pendulum. Once that was done, it worked perfectly. Since there was a separate fee for a clock tech, wouldn't you think they would know to start the clock??
