To begin with, the quote they gave me over the phone was bogus. Every other company I called stated minimum charges/weight for the distance. RJT did not. When the rep came to the house to see the furniture, he worked up a quote that was ver $1,000.00 higher, then the first quote. In going over their charges, they had exorbitant charges for doing rather small chores, so I took them off the quote and did them myself. This brought the quote down by $800.00, to an amount $200.00 higher than the initial quote. They sent me the quote in writing, and then 2 days later, stated that they made a mistake for mileage expenses, and sent me a second quote, increasing the total now, by $300.00. The mileage charge on the new quote did not change, but the weight increased 60%! When I emailed Dakota at RJT, he said he would have to check. After a second follow up on my part, still no answer. Now the move date upon me, I had no choice but to stay with RJT. When the furniture was unwrapped from the padding, it was dusty and grimy. Apparently, they don't care to clean their moving pads. Otherwise, the movers, and the driver Chris, were great. After the move was over, I was emailed for my opinion of RJT. I told them that I did not appreciate the bait and switch on the quotes, or the condition of the furniture when it was unwrapped. They then, go into attack the customer mode, with their estimator, Cameron, telling me everything was my fault! I had to ask him to stop emailing me. Do not use this company!
First of all, I want to apologize for any lack of communication During your move. Our goal is to provide the best service possible to every family and individual who moves with us.
"Over the phone quotes"
In the moving industry, this type of quote is not considered an accurate one. This is the #1 reason we offer free in home estimates. That doesn't mean the price will always increase. In some cases it doesn't. I did apologize for the difference and explained why this happens. There are a number of movers out there who only do estimates over the phone and they consistently change numbers after loading the truck. As for the move we are discussing, this is far from what happened. Although I did make a mistake in quoting the move in home initially, I corrected this mistake in a timely manner and once again apologized. After reviewing the emails that were exchanged, this was more than 20 days before loading day and I made it very clear that there was nothing that required [Member Name Removed] to use our moving services due to this change and no down payment was require. I also made it very clear that if Tom would be using our services than the accurate charges would be required. From this point [Member Name Removed] agreed to have us move him (also more than 20 days before loading day).
Once the move was complete I spoke with [Member Name Removed] in regards to the moving blankets that may have caused any furniture item to be dusty or dirty. It is a rare things that happens in this industry and has since been fixed operationally. I offered to have a claim form sent so we can attempt to correct this problem as I would have done if there was any damage. [Member Name Removed] declined this offer and did not want to allow us to correct this.
As for the abundance of charges related to additional services: all charges were discussed and visible on the quote. I review the extra services and charges that incur. In this case [Member Name Removed] did not want these additional services and they were removed from the quote. These charges were part of what was not discussed over the phone. Once I met with [Member Name Removed] personally and these services were removed, the actual price quote was much closer to the quote discussed over the phone.
After the move had taken place I attempted to discuss the complaints with [Member Name Removed] when he let me know his thoughts. I was not harrassing him in any way as it would seem from [Member Name Removed] comments but did want to offer this same type of response hoping we could understand one another.
Please accept my apology for the things that could have been avoided during your move and know that all things you have said are taken very serious by our company.