ComplaintsforSpence & Dave's Junk Removal

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They packed and moved my stuff. A lot of my stuff had been packed 1-5 years before this. They left items at the old place. Took 2 people with me to bring everything to the new house. Made another trip found items and brought them Why am I doing this when they are movers? Then when I unpacked everything 2.5 months later I realizes I had a whole lot of items missing. They said they got everything. Nope. They didn't. I want my stuff back. Paper attached.

  Business response

  09/08/2024

  Thank you for reaching out. I want to first say that I am sorry you did not have a great experience with us on your move. In regards to the first two times you hired us, I am glad the service was smooth and good enough that you considered using us a third time. 

  Before I start, I would like to share how disheartened I am to have to respond to this complaint line by line after making multiple attempts to make amends. 
  The dates you mentioned are incorrect as this business was not started until late 2022. 

  In your complaint, you said that we initially told you we would not move you but refer you to Gamecock Movers. I am confused as to why you would have reached back out to us for your move if that was the case. When you did reach out, we were happy to offer you a quote (the 16 to 18 hours, or $2400-$2700). We were not just moving your items, but also packing up the entire house into boxes. When we give a quote, while we try to be reasonable, we are ultimately not responsible for a customer’s failure to compute the cost. We are as transparent as possible when it comes to quoting so there are no surprises on the invoice. 

  In reference to the items left on your walls, we told you that we would be unable to remove them because we did not want to be liable for any damage caused. These items had been on the walls for many years and your comments about the harshness of your landlord made us decide not to take them down. 

  We complete every job with a walk through to ensure that nothing is left behind. We tried to reach you multiple times but you were unavailable. If any items were left behind, that was a mistake but you did not ask us to return to move them to the new house. We cannot fix a problem that we are not aware of. 

  When we drove to your new house, you had failed to secure the keys and were not present on the property for us to continue moving your belongings. We waited over an hour for you to come to your house and did not charge you for that time even though we would have been within our right to. When you did show up, you were clearly tired and wanted to take a nap. You gave us your phones by your own will so we could contact your property management company so they could give us the lockbox code. We treated your cell phones with care and returned them to your car when we were done. 

  Your new house is approximately the same square footage as your old condo except there is no attic. Your old condo was full of stuff and difficult to walk through at points so it was hard to find places to put items at the new house. You were not present for the unloading and all we had to work off of was a confusing map and cryptic emails. We did our best to make the space usable by putting boxes along the wall. We even made your bed so that you would be able to come home and go straight to sleep. You reported some of these items missing months later which is outside of our obligation to replace them. I did however personally buy and deliver multiple sets of Gamecock-colored oven mitts and pot holders since you said you were a Carolina alumnus. I also offered to replace the blankets and asked if that would make you whole. You then proceeded to berate me and accuse me of having the original blankets. I insisted that we did not have them and said we could replace them, but you refused to come to a resolution. 

  We were on site for over 20 hours, taking a couple hours off to help make the service more affordable for you. That was before the invoice. We said it would be $2,800 based on just under 19 hours of labor. When you expressed that you could not afford that, instead of demanding payment for a price you agreed to, we discounted the price to $2,100. We said we would collect $1,700 on the day the service was completed since you said that’s what Gamecock Movers quoted. We did not ask for proof of an official quote, we just took your word for it. The difference of $400 was to be paid in two installments of $200 on the first of the following two months. That is part of what we mean by “premium.” We offer great customer service which is why we gave you such a steep discount so you could make rent the following month and we could make right any perceived wrongs. I told you in person and on the phone that we were giving you money off your service because you could not afford rent. We empathize with your situation and wanted to help you in any way that we could. Customer satisfaction is more important to us than just a paycheck. We never said that the over $1,000 discount we gave you was conditional on a 5-star review. Any customer we have will attest that we always ask for HONEST reviews so we can constantly improve. I am happy to supply references since you assert that our sterling reputation is “fake.” 
  Your bench and a couple other items that we were unsure would go to the new house, made it over there. We made multiple trips to grab items and change things at the new house that you were not satisfied with. 

  We told you that we would replace the items. We would not make a claim so small because it would increase our premium more than it would cost to replace the items. David told you that you had 30 days to report any items as lost or damaged. It took you almost three months and we were still willing to work with you. We have made multiple attempts at coming to a resolution, you have proposed no resolutions. I told you that story about burning down my house in confidence and would have preferred that it did not come out in a public forum. My point in sharing that story was to say I understand how difficult it is to lose items that have sentimental value.

  Upon receiving this complaint, I reached out to you one more time to see if we could make things right. Again, no resolution. It is difficult to resolve a complaint when you do not appear interested in settling this matter. 

  This whole situation is confusing after David and I felt like we formed a great personal relationship with you. When we first met and you were dealing with pain from a recent injury, we were happy to pray with you and do what we could to help make your space more manageable. To see the state of things now after multiple positive visits is truly disappointing. 

  -Spencer
  

  
  

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