I got a quote for moving a one bedroom apartment for the date of 7/30/10. The move was from Miami beach to Brickell, a distance of approximately 10 miles one way. The email sent by the 'Promovers' company customer service rep by the name of Rey gave me a quote of $195 for the first 3 hrs and $65/hr thereafter. He said I would have to pack my own belongings and the company would provide the moving blankets in addition to moving all my stuff, but would not pack any of my stuff.
The 2 movers, one of them by the name of Dave, arrived around 830 am on the scheduled date and said they were going to charge $350 for the first 3 hrs and $95/hr thereafter. I told them that was not in the agreement or the previously stated quote.
The mover called his supervisor Lucas at phone number 3055079095 and got him on the line. I spoke to him and told him the quote of $ 195 I had been given previously. He said that since he was the supervisor his word was over the customer service rep (by the name of Rey, who I had been quoted by), and that was all there was to it.
He started raising his voice, became very agitated, and was extremely unprofessional. He started screaming at me and said that he was going to tell the movers to leave if I did not agree to their price. I told him I did not appreciate such behavior on his part and was going to call Rey who had originally agreed on the quote.
I called Rey at 954-775-1521 and narrated the incident to him. He said he was going to call Lucas and speak with him. One hour later Lucas called the movers and told them to tell me that they were not going to take any responsibility for moving any of the contents or if they broke or damaged anything. When I pointed out that, the contract stated that the company was mandated to provide a basic insurance of 60 cents/pound per article, the supervisor said to me that the contract form was outdated and they were a moving company and not an insurance company, and that if I wanted to insure my contents I should call an insurance company instead. I called Rey again and spoke to him again. He said he would call his supervisor, and have him call Lucas. After another hour (by which time, it was 1230 noon) Lucas called the movers and asked them to inform me that the company would honor and agree to provide the insurance listed in the contract and start the move now but they would start billing me from the time the movers had arrived in the morning at 830 am. I told them that was unacceptable as the delay of 4 hours was not on my account but the company's.
The supervisor Lucas told me that it was either his way or I should forget about the whole idea of moving that day. At this point, I called and spoke to Rey the customer service rep, who in turn said that was the best he could do, and I had the option of either agreeing to pay from 830 am going forward or to reschedule the move to another date. I told him it would not be possible for me to reschedule the moving date because of my work schedule and it had to be done that day itself. I also informed him that if he had told me earlier that the quote he gave me in the email was a tentative quote only, I would have made other arrangements. He said he was really sorry to leave me stranded however the matter was out of his hands as he was only a rep in the company and did not have much say. He said I should call other companies in the area and see if one of them would be willing to help me out.
This was extremely unprofessional on the company to not honor the email and verbal contract and agreement and to trick the clients into forcefully paying more by quoting a higher price at the last minute or threatening to cancel the business agreement. The company employee and supervisor Lucas who also works for moving company Premiere (which is the company that Promovers subcontracts to locally) was extremely rude and unprofessional and his behavior was unwarranted. He was abusing his position as a supervisor.
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