| rev:text
| - I decided to use Suddath for my recent move because they helped with my move several years ago to Phoenix from Florida. I received a "not to exceed" quote (guaranteed to not pay more than the quote) for two movers for up to 7 hours. I was told that I would receive a credit if the move took less than 7 hours.
On the day of my move, 4 movers showed up on my doorstep. I assumed (my bad) that the two movers brought help because they didn't want to take all day. Nothing was communicated to me. I was happy because it meant the move would not take all day. For the most part, the movers were great. There were a few broken items, but nothing major. The move only took four hours.
My issue is about their billing. I was expecting to receive credit because the move did not take 7 hours. When I contacted them, I was told that they were charging me for 4 movers. Suddath decided, on their own, to send 4 movers. I was never told of the change, and therefore was not able to make the decision on whether I wanted to pay for 4 users versus 2.
I realize that if I only had two movers, the move would have taken longer; that's obvious. But, no one knows how long the move would have been. It could have taken 5 hours, it could have taken 8 hours; but, we'll ever know.
After sending my email disputing the charge, I never heard back from anyone. Finally, I sent a more negative email and the guy I worked with for the quote contacted me. He said when he realized no one was responding, he would call (invoicing is out of his hands and that's why he didn't respond initially). He instructed me to send him an email stating what I thought would be a fair charge and he would present it to the powers that be. I decided that paying for six hours instead of seven would be fair, and I sent the email. It's not like I want all of my money back; I'm not out to screw the company like they are out to screw the customer.
Of course, it has been two weeks, and I still haven't gotten a response - from the person that was bothered that the accounting team did not respond to me. Now, I am leaving a negative review. I am more upset that they are not responding then I am about not getting a credit for one hour's worth of work.
The customer service I received up until the move day was great. Once the move was done, customer service became non-existent. That is absolutely no way to run a business and a perfect way to lose business. Since I am not receiving any response from Suddath, I will be disputing the charge (for the amount I feel should be credited back to me).
Get your head out of your asses, Suddath! Start taking customer service more seriously!!! I was a returning customer but will now lose your number if I ever need moving help in the future.
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