Foothills Moving & Storage, LLC

"Hi Melissa, I want to assure you that we are a Moving Company that is screened and approved by HomeAdvisor. For your convenience, I will link our insurance, licensing, address, and other information here: https://www.homeadvisor.com/rated.FoothillsMoving.49025155.html? I am so sorry to hear that you are unhappy with our services. As a family owned and operated business we strive to provide the best care, and service. When we receive negative feedback, we act immediately towards a solution, and try our best to ensure that it doesn?t happen again. With that being said, I would like to respond to some of your comments to bring clarity to the situation: 1. The additional hour: I want to assure you that we did not charge you for the crews 30-minute lunch. This time was deducted from the move as it is customary when/if we take lunch. The extra hour was due to the following factors that were out of our control: a. After our crew had finished loading at 11:45AM, you texted me at 12:17PM asking if the crew could meet you at 1PM instead of the agreed upon time of 12:45PM. I let you know that our crew was already on the way to your delivery address, but they were happy to wait in the truck for you to arrive at 1. b. The drive between your old, and new home is approximately 30 minutes. This time is charged as drive time. c. In addition, we make it clear that if the use of an elevator is required, you must work with your apartment complex to reserve a service elevator whenever possible. Unfortunately, there was only one elevator in our unloading area, and the walk between the elevator and your front door was about 40-50 yards. We had to share it with other tenants, often deferring the use of the elevator out of courtesy, and to ensure that social distancing guidelines were being followed. Perhaps it was not possible to reserve on your end, but again, that is out of our control. While we did go over by roughly 1 hour, the additional charge was certainly not $300. 2. Damage claims on couch: I have uploaded photos from your move to our Home Advisor page. You will see that we wrapped your couch entirely with moving pads and shrink wrap. I also included a photo of how well your mattress was protected to the upload so you are able to identify the photo album. In case you are not aware of our operating procedures, we wrapped each piece of furniture in your home before it was loaded into the truck. It remained fully wrapped until we delivered the furniture in your new house. Per our waiver which you reviewed and signed when we arrived, damages to items must be reported at the time of delivery. We did a final walkthrough with you to inspect each piece of furniture and no damages were found or reported. 3. Damage claims on bicycle: Your review is the first time I am hearing of a broken bicycle. You did not mention this on our call when I walked you through how you can file a claim. On our call I explained the process and let you know that once you make a claim, the insurance company ultimately is the one to determines liability. I apologies if you felt I was being rude. That was not my intention and I was only trying to be transparent with you about the situation, our processes and how claims are submitted /handled. Again, I apologize that didn?t experience the excellent service that we strive to provide to all of our clients. I wish you the best of luck going forward. - JC with Foothills Moving & Storage"

"Hello Cathy, I am sorry that your views on our company changed because of this situation. Originally you hired us to load a POD for you on 08/20/19. During our initial phone call on 07/01/19 you did mention that you would need our services twice; First, to load a POD and second, to eventually unload the POD when it got delivered at your new home. However, you didn't give us a firm date as your new home had to pass inspections first. You also failed to give us a timeline for how long you were expecting to have the items in storage. You simply said "I will call you to schedule". When my colleague Pedro schedules a job, he always communicates th"

"Hello Maureen, This is JC. As a family owned and operated business, we value customer feedback. I am sorry to hear about this unfortunate situation. I would be more than happy to work with you, and buy/order the correct pegs for your book shelve. I will be in touch shortly. At Foothills Moving & Storage we take pride in our work. I am hoping that we can make this right. Again, I apologize for the inconvenience."