Consumer and Virginia Beach moving company agree on refund
I hired A Friendly & Affordable Mover of Virginia Beach to move my belongings from my home into a portable storage unit. I paid the full amount, after applying a $50 Angie’s List member coupon, of $540 upfront.
I called in advance to let them know I needed to adjust the move date because bad weather was coming. I needed to adjust it to a Wednesday or Thursday.
They had both days available, so I chose Thursday. Two days before the planned move, they called to confirm the date, but it was incorrect.
Related: Check Out the Angie's List Guide to Moving
They refuse to return my money, although I am now using another moving company. After they found out I was complaining, they offered to do my move Thursday afternoon, but the portable storage unit I was using doesn’t do one-day afternoon moves.
I want a full refund.
Teresa Bonanni, Austin, Texas
Even though our refund policy requires 72-hour notice, which the member didn’t provide, we will refund 80 percent ($432) to her.
We also have a recorded conversation confirming her choice of Wednesday for her move. We have offered to play this recording for her and for Angie’s List.
We also offered 10:30 a.m. on Thursday, and she would only accept 8:30 a.m. Thursday, which was booked.
Dan Frasier, owner
Editor’s note: A Friendly & Affordable Mover agreed to refund the total amount.
Have a complaint?
Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.