National Moving Group

This is the complaint that I filed with the BBB & the FL Attorney General. National Moving Group (NMG) did not refund my down payment upon cancellation prior to service.David Brown, initially agreed to extended the cancellation policy but instead of simply documenting that the cancellation policy was extended to the date requested (March 20, 2017) he added an additional stipulation that was not a part of the agreement. While I can have meet this stipulation as well, it does not negate the fact that they have practiced deceptive sales practices, did not honor the agreement, did not act in good faith, and are attempting to extort money by refusing to refund my deposit. The deposit was made over two months prior to the move date, NMG has not performed any work, and they have not followed through with the agreement as discussed with David Brown the sales representative. Initially, after talking with David Brown with NMG for a couple of months, I agreed to use their service for a long distance move. I explained in detail, in advance, that we would need an extension on the cancellation policy. We discussed this agreement prior to the estimate being signed. I previously filed this complaint referencing the "estimate" as a contract and I have since gone back and reread the estimate and found that it expressly states that it is not a "contract", but simply an "estimate", so I am submitting this complaint to clarify the situation. David said he received approval from the owner to extend the ability to cancel until March 21, 2017,instead of the usual 72 hours. I agreed and paid a down payment based on this agreement but didn't notice that they had added an additional stipulation (which we have also meet). On March 19,20, &21st I cancelled the agreement & requested a refund. David did not return any of the 5 emails or the phone call, but I did receive an email from the owner of the company denying my refund stating that I only had 72 hours instead of the agreed upon extension. Later I received an email from the owner telling me that Todd the sales manager would handle the refund but when I talked with Todd, he refused. Todd also tried to get me to agree to settle for 1/2 of a refund, then later changed that to a credit that can be used for up to one year, and he offered me another $400 discount to use their service.I said that I don't feel comfortable working with his company, I told him about how David lied to me during the sales process and then later admitted to it, and that I filed a complaint with the BBB. When he heard this he became belligerent, rude, and unprofessional. I let him know that his behavior affirmed my beliefs about the company and he then said he took back the offers and he wouldn't do any refund at all and hung up on me. I believe that if my experience is standard practice for National Moving Group then anyone choosing to use this company should beware, do their own thorough investigation of the company, real ALL of there views they can find and take the time to thoroughly confirm everything that is told to them prior to using them (which I also believe would be a big mistake). I have spent a lot of time going back and forth with them and finally submitted a formal, notarized affidavit affirming the facts, and I also provided a written statement referencing the stipulation that they added to the cancellation clause that was earlier misrepresented. In conclusion, my opinion is that this company is conducting business in a way that is deceptive,unethical, and misleading. My experience is that I have been lied to, yelled at, hung up on, mistreated,and harangued over $1,600 and I am shocked that they would go to so much effort to deny a refund of a down payment for something that wasn't going to happen for over two months into the future anyway. Even if I was 100% wrong, which I'm not, I would never expect to be treated the way that I have, especially from senior management; unprofessional at best.

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