For our move to San Antonio, T...
For our move to San Antonio, Texas from San Diego, we contracted with Diamond Van Line. We were initially given an estimate of $3300 which on moving day was increased to $4500 (later negotiated down to $4100). This was despite the fact that we had less furniture to be moved than was initially estimated (we had sold a corner sofa and bedroom set between the time we received our estimate and the time of the actual move.) When the furniture was delivered, and additional $300 was demanded to move the furniture to the third floor apartment we lived in. After talking with Adam (the owner), by telephone, he agreed to waive the fees and said he would be hiring a couple more movers to assist in getting our furniture and belongings inside the apartment.
The two "movers" they hired were temp workers and not professional movers. After they arrived, Diamond Van Line's delivery team drove off, leaving all of our belongings in the parking lot. The temp workers, realizing they were not going to be paid, stated that they were going to leave as well, but I persuaded them to stay by paying them myself. The furniture was moved in, at expense to myself, and I ended up having to assemble the furniture myself (which Diamond Van Line was supposed to do). Additionally, several items were broken, a few missing, and a piece to my desk was also missing, requiring me to get rid of it (as it could not be assembled without that piece) and buy a new one.
We attempted to settle this with Diamond Van Line, and agreed to a $300 refund, but they wanted a signed release stating that I would "not file any complaint or publish any negative information... to the Better Business Bureau, U.S. Department of Transportation, The American Moving and Storage Association or any website..." They wanted it signed in advance of payment, and I could not do that, considering my experience with them.
Below is my response to Diamond Van Line's response:
Diamond Van Line's response to my complaint does not reflect the truth of the situation.
1. No items were added after the initial estimate. A large corner sofa and an entire bedroom set was sold off before the move. The original estimate provided by Diamond Van Line was either poorly written, or deliberately lowered in order to get us to solicit their services.
2. I was assured before the move that delivering to the third floor was not going to be a problem. As they repeatedly pointed out, "two flights of stairs" was included in the delivery. What they failed to tell us was that a flight of stairs is 8 steps. Anything beyond that is $75 per 8 stairs. The delivery driver demanded an extra $300, not the $150 stated in Diamond Van Line's rebuttal. Using their own figures, the appropriate charge should have been $225, but their delivery driver would not budge, and wanted $300 after having been shown the apartment (and walking up the stairs) and already receiving payment for the delivery paid in cash. If there was an issue with the stairs, shouldn't he have mentioned it at the time the final paperwork was signed and final payment was made?
3. Diamond Van Line said they would waive these charges and hire a couple more movers to help out. Those are the two workers from Labor Ready who were not professional movers. Diamond Van Line's own movers did not stick around, instead driving off when they arrived.
4. My wife, in absolute disgust with the situation, did call Adam and demanded a refund. I do not know what she requested, but apparently Adam at Diamond Van Line does not know either. In his rebuttal, he quotes two different dollar amounts.
5. I did negotiate a refund with Adam, but he wanted a signed release BEFORE paying the refund. Adam claims to try to be number one on customer service, and agrees that the service was not up to par on our delivery, hence the refund offer. But the refund offer came with strings attached. Something I was not willing to do.
claimed iconBusiness Response08/23/2012
While I am sure Mr Stieringer removed items from the estimate, he fails to mention any items that were ADDED.
In regards to us leaving the items in the parking lot. Mr Stieringer was made aware that if stairs were present there would be an additional charge. He did not want to pay the additional $150 charged by the driver for stairs, therefore the driver did not bring it up the stairs.
In efforts of giving good customer service to the customer the customer called my call phone at night on a Sunday after the driver left and I mentioned to him that the driver cannot bring items up the stairs for free which is what the customer wanted. After the driver left, I explained to Mr Stieringer that I would call labor ready and have two men dispatched right away and I would pay for this (even though , I did not need to because the contract states that stairs are additional cost). The laborers from labor ready were paid for the 4 hour minimum in advance on our company credit card and were told that if it goes past this 4 hours to continue working and the rest would be charged to our card. I do not know why they didn’t proceed after the 4 hour minimum.
The next day MR Stieringer ‘s wife called me demanded $1800. After getting yelled ant and cursed at by her, I finally was able to get a word in. I explained to her that this whole discrepancy occurred because of her and her husbands refusal to pay the stair charge of $150. This was never a hidden charge and is clear on our paperwork.
I eventually spoke to her husband and after about a day or so of negotiating, I eventually mentioned that in order to be as accommodating as possible I would given them an additional $300 . I told them we need a release signed that we have resolved all issues before I send payment out (standard company policy). They eventually agreed on the figure and I even altered the agreement and payment methods to methods that made them feel more comfortable. They didn’t want to sign the agreement prior to payment received, but I altered the wording so it was to their liking in the release indicating all issues are resolved after payment is received. The customer demanded me making a payment by PayPal and I agreed I would make the payment on PayPal within minutes after receiving the release signed back
We try to be number one on customer service but this customer wanted us to perform a service for free (stairs), and when we couldn’t do this the customer demanded $1600!