Below is the letter I wrote to the company after my experience. This was a one day move from PA to NJ...
I am writing in regard to my experience with your movers on Tuesday. First let me begin by saying that the move began well. The men worked quickly and packed the truck well so my (most of) my belongings were well protected.
At the end of the move Jose presented me the final amount owed as $692. I told him I appreciated the work and gave him $800 cash which included a $108 tip. At this point Jose became agitated me with and told me that the tip was no good and that he should receive more.
I pointed out on the documentation where it recommended a "5%-15%" tip for valued service, and told him that I was already giving him the upper end of that range. (15.6% to be exact.) He remained agitated and acted as if I was stiffing him. At this point, I was offended. I told him that it was rude to not at least show some appreciation for the money I was giving him.
We then moved the truck 4 houses down the block to my sisters to remove the final 3 items for storage at her house. When they removed my headboard from the truck the front was completely scratched up (as I indicated on the paperwork.) The headboard is completely ruined.
At this point Jose told me that he "miscalculated" and was going to charge me for 1 additional hour. Despite the fact that they all started 11 minutes after the time on the sheet and somehow took 3 hours to make a 1.5 hour drive to the drop off point, I did not wish to argue over minutes with him and said that the new amount was fine.
I told Jose that I was uncomfortable with and did not appreciate his response to my offer of a tip. In my opinion people should not treat their customers like that. Despite the damaged headboard, and his poor attitude I then offered Jose a $120 tip for him and his men. Jose replied by saying that he "didn't want my money and that I should give it to his guys instead." The 2 workers worked hard all day, so I walked to the truck and gave the 2 men $120.
