Complaint Review: Valet Movers

First off I would like to apologize for any misunderstandings that took place during the move.  We as a company are always upfront about extra charges that may be incurred during the course of your move. In this particular situation I did accidentally send the customer an email stating that their balance at the drop off would be $125, at the time the email was sent I was unaware that my boss had actually waived all of the extra fees due to the customer being unhappy.  Again I am very sorry for the trouble that email caused.  As soon as I was notified the extra fees had been waived I promptly sent the correct zero balance email.

Below are the extra fees that are stated in the Order for Service (in which every customer receives via email and is required to sign at the pick-up.)

For insurance purposes all Electronics & fragile items ie., Glass, Marble, Ceramic, Mirrors, Artwork & Picture Frames need to be protected properly with bubble wrap & cardboard.  Mattress & box springs must be protected with plastic covers. For your convenience Valet Movers does provide these services at an additional charge.  Additional Charges Include: Bulky Items (any non-stackable/ large items), $75/flights of stairs (first flight is FREE, 1 flight= 7 steps), $100 fee for using elevator, $100 long carry fee for every 75 feet (1st 75 feet are free), Shuttle service is when a smaller vehicle is needed to provide service to residences that are not accessible to the movers normal, larger line haul equipment. 

If anyone has any questions regarding our policies & procedures please feel free to contact us at 858-292-1848.  We would be happy to answer any questions or concerns you may have. 

To start my experience with Rachel at Valet Movers was a pleasant one. Rachel sounds helpful and professional. She was meticulous in pointing out that the only extra cost would be a bed bag if I did not place my mattress in one myself. So I promptly headed over to UHaul to obtain the bag. I placed my deposit and was good to go. The movers arrived and made quick work of my apartment. I was happy it went so quick as my next step was to turn my keys over and jump on my three day journey across the country. Joe, who at best is very hard to understand explained that he was going to make sure my things were safe. And then once he and his two assistants loaded everything up Joe hit me with all the hidden charges. Over $300 worth of hidden charges. What am I to do at this point my vehicle is packed my leasing agent is expecting me to move out and this guy has all my stuff. I addressed this the next day with the moving company and again Joe called. It's nothing against him but his accent is so thick that it's incredibly hard to understand him. After some negotiating Joe said he would look into lowering the fee by $100.00 after I rejected his $30.00 credit. Forward a week after delivery date and 2 days after it was supposed to be shipped. My things have not left as I was guaranteed via email and now I am in a back and forth with Rachel over the promises made and not kept. After some heated exchange of emails Rachel said her boss was willing to wave the remaining balance if we (my wife and I) refrained from reporting them to Yelp and the BBB. I drafted up a non disclosure agreement signed it as per her request and faxed it to her. Forward 2 hours about 45 minutes ago... My wife received an email stating that it would still be $125.00 for delivery, completely breeching our agreement and now if a paper trail a mile long I want to warn all that these people are shady underhanded individuals and hidden fees a complete lack of ethics awaits anyone that hires them. I will be filing a complaint as this also feels like a bait and switch or some form of fraud very close to it...

**** As a footnote after Valet Movers received my complaints via the BBB Joe admitted there was a mix up and corrected the balance to reflect a zero balance. There was one more issue afterwards when the driver tried to charge me however after a quick call that was corrected.