Charlotte movers resolve issue regarding third-party fees

Charlotte movers resolve issue regarding third-party fees

Member complaint

I hired Hilldrup Moving & Storage in Charlotte, North Carolina, to move us to Columbus, Indiana. The sales guy told me our moving coordinator would stay in constant contact with me throughout the move. The movers were scheduled to be at our new house in Indiana with our stuff on Friday or the following Monday. The coordinator was to let me know.

The packers came, and they were great. The third-party packers for our specialty items were good, but the coordinator failed to give a complete list of items to them. The movers left our Charlotte home on Wednesday with all of our belongings. I didn’t hear from the coordinator until 3 p.m. Friday to let us know the movers would be in Indiana on Monday. The movers arrived promptly, and said typically the third-party un-packers show up the same day. The movers said they’d call the coordinator to find out where our specialty items needed to be unpacked.

I hadn’t heard anything by 2 p.m., so I called the coordinator and she said she had to check. I never heard from her the rest of the day. The third-party un-packers called me to schedule a time for them to come out on Wednesday. So, I had to wait 48 hours to have my bed put together after the movers unloaded it.

After they left, I noticed the elliptical hadn’t been put together. So I called the coordinator, who I hadn’t heard from since Monday, and she said the third party would call to schedule a return visit. In the meantime, I received an invoice for $359, which customer service said was for the third-party charges.

I called the coordinator and she said she’d have to look at the invoice, but I wouldn’t be charged for their return visit. They returned to assemble the elliptical, and I received an additional $90 invoice. I want them to waive the $449 balance due.

Kellie Patterson, Columbus, Indiana

Provider response

Thank you for bringing your concerns to our attention. Naturally, we strive to provide a complaint-free move for our customers. We understand how disappointing it can be when your expectations are not met, and we apologize that not all aspects of your move were completed to your satisfaction, as well as for any inconvenience that we may have caused. Per our conversation, we will be covering the cost of the third-party charges you have mentioned. We hope that you find this resolution to be acceptable. If you have any additional questions or concerns, please let us know.

Miguel Martinez, marketing specialist



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