Oooh look! Tare! We know what that means!

wow, so if she didn't contest the change they would have charged her over twice the cost?!

erase my previous comments on the older posts, moving companies are all scum.

Looks like ASAP should have just kept their mouths shut! This incident will likely end up consuming more money and man hours than they would have earned on the 300 pound fraudulent overcharge attempt.

Ahh yes... If the world is against you and you start appearing guilty, just blame the computer.

I have to admit, after Tiffany's response, I was beginning to doubt Candace. My how I was wrong!

U-haul is a scam, movers are a scam, I guess we should just never move!

Wow a 1120 pound difference? That's one hell of a computer glitch.

@tvh2k: After just having moved last weekend (though not finished unpacking), I swear that I will never move again.

Again.

@tinychicken:

Holy weird grammar there. Sorry.

*laugh* "Gawwwd. All she had to do was ASK. She didn't have to go tattling to the State. GAWD!"

That's how that last quote sounded to me.

@tinychicken: And here I was thinking that you swore for a second time that you would never move again.

Again.

:-P

The results of a reweigh yesterday showed that ASAP Van Lines mistakenly overcharged Candace for her shipment. [Bold text mine.]

"Mistakenly" implies that there was a good faith error -- an honest mistake. Maybe it was -- I don't know. Maybe their "mistake" was that they got caught?

oooo oooo, and Tiffany was sounding so reasonable, but "sprung from a computer error" ??

Starting to sound like passing the buck. The customer had the contract with ASAP; me-thinks you and or the weigh station need to take the rap now. Given the magnitude of the 'error', ASAP should eat the whole cost here out of contrition........otherwise it starts to look like, 'we will overcharge & use weigh stations with 'errors' where-ever possible, most customers won't notice or complain to the state'.

You promise not to have another 'error' in your favor ?

"mistakenly"??? overcharged Candace for her shipment??

One of the notable points of this dispute before the weight in was that it was beyond reasonable to believe that the customer had 2000 pounds of goods. The Van Line has fought them on this and agreed to the re-weigh because they have to, not out of the goodness of their hart. Now they act like they were honestly mistaken. Yeah, right...

If the customer hadn't gone to extreme lengths to protect her rights, like refusing delivery, the van line would have taken her money and there would never have been any way to contest the fees.

Hey, move all you want. Just take the money that you would have spent, buy a bunch of beer and steaks (or tofu for the vegans) and offer your friends a great drinking feast if they help you out. And always be prepared to help when they need it as well.

Their explanation of the problem is not much different than another company. They will just shift the blame to someone else, that someone else will naturally shift the blame in a never ending cycle. It is quite clear, asking for a reweigh wouldn't have been enough in this manner, as this would get refused as it would show their gross incompetence.

Friends of mine just bought a moving van to use for their move from MO to CA and they will just resell it once they get there. I honestly thought they were nuts until I read about this.

I guess I have to eat my words too. I thought Tiffany sounded more reasonable. I'd love to see the Weights and Measures report. Either the scales are really out of whack or ASAP just got busted.

Hear your own procedures there Tiff? Remain calm, don't leave screaming voice-messages that can be used against you in a court of law.

"If a customer has any questions on a move, all they have to do is request a reweigh... the best way to close a matter is to just simply follow procedure and remain calm."

Yeah...follow procedure by signing their non-dispute form to prevent you from disputing the charges later. Then, remain calm while they scream at you to accept delivery and accept the "fact" that your shipment weighs twice what it actually does. As for the reweigh, you'll have to contact the Department of Weights and Measures to force them to submit to one, and only after they have delayed for 2 weeks.

The inaccurate weight seems to have sprung from a computer error at the original weigh station, says ASAP Van Lines.

I guess we'll never know if it's true because after three and a half weeks, we still haven't been given the original weigh docs from ASAP. This might also explain why their story kept changing, 1800lbs->2100lbs->2300lbs...apparently the scale malfunctioned at a quantum level...the results themselves changing every time they were examined.

If it had simply been the original 1800 pounds I could have seen it, thats almost double the real weight and could have easily been caused by a glitch.

But then they added another 200 lb to it, that screams scam.

@crayonshinobi: "malfunctioned at the quantum level" !!!!

The act of measuring the weight causes the weight to change ! We should really be talking about 'mass', perhaps the gravitational field changed between loading and unloading ? We cant hold ASAP to account for the laws of physics :-)

Oh boy, ASAP are looking soooo bad. Does the dept. of weights/measures take it upon themselves to follow thr' with this 'error' ?

Now hold on here... wasn't the original complaint that she had been told she would be charged for volume, and not weight?

I understand that she was still overcharged by a hefty sum, but it still has nothing to do with the original complaint.

I think this boils down to a mistake.
ASAP didn't seem to put up much of a fight to me, and the only person who claimed that there was a screaming voicemail was the customer, who the ASAP employee shed a little light on.
Was ASAP in the wrong? Sure.
But they agreed to rectify the situation and actually did it.
Not that Candace ended up being wrong, but it seems to me that she could have handled it a bit better. Having worked directly with customers for over 10 years, I can tell you a few things:
-customers often lie to get what they want
-customer often exaggerate to get what they want
-usually, the customer is right but their approach is wrong.

I once had a woman screaming at me at the top of her lungs over cheese on a sandwich.
She ordered cheese on her turkey sub and she didn't see it.
I was managing the sub shop at the time and working the line, so I asked to see the sandwich. When I opened it up, there it was - CHEESE! I apologized and offered to make her a new sandwich, with extra cheese, at no cost and tried to explain to her that we didn't use a lot of cheese and to ask for me next time. I promised to give her extra cheese at no cost (extra cheese cost a dime at the time).
She continued to scream at me for pointing out the cheese, saying "The customer is always right."
I looked at her and said: "Absolutely. And I am happy to fix the problem. But, it seems, in this case what you were upset about was that there wasn't enough cheese."
She continued to berate me, my staff, my company etc.
So after I made her a free sandwich, gave her extra cheese for free, and gave her a coupon for a free sub (I even wrote extra cheese free! on the coupon), she continued to tell me how the customer was always right.
So, frustrated and a little tired of her yelling at me over a $4 sandwich, I said:
"Ma'am, the customer is always right, even when they are wrong. There was cheese on the sub. Had you been nice about it, you still would have gotten a new one and I still would have comped your next one. Now all you've done is ruin my day over a $4 sub. Turn around and walk away or I'm going to take your picture and instruct my entire staff to never again serve you."
It made me feel good, but wasn't right.
My point? There are always two sides to a story. In this case, Candace likely could have gotten the same result if she managed to keep calm.
I know that's not going to be popular around here, but it's the truth. I will always go out of my way for a customer if they are reasonable and calm with me. When they blow up and scream at me, I just want them to stop. Sometimes that means losing a customer and sometimes that can be a good thing too.

Hmm...looks like the crow here is mine. Sounds like ASAP bluffed and got called on it...

ASAP got caught with their hands in the cookie jar this time. Wonder how many other people were cheated. Looks to me that the customer knew a fraud when she saw it. Good going Candace.

@jeffislouie:
Seriously, when I worked at a hotel we'd constantly get customers continuing to complain about something as we were in the process of fixing it. You've made your displeasure known, now would like the problem resolved, or would you like me to soothe you?

Bailey?

Bailey was the "wabbit" that had the first succesfull reattachment of a foot stolen for use as a luck charm.

Thank you Bailey!

@jeffislouie:
i agree completely. loosing your shit at someone never does anyone any good. after waiting tables and working retail for my entire professional career, i always err on the side of politeness. most often the person you are face to face with is NOT the person responsible for the problem, so freaking out just means they are less likely to help you figure out who IS responsible. i can't tell you how many times i've decided to be unreasonably inflexible about a return policy or passing something on to my boss just cause the person was a complete dick about expressing their displeasure.

@jeffislouie:
Are you thick or do you simply need to grow a brain? She wasn't in the wrong with anything she did. She refused to pay for something she did not agree upon. What makes you think that Tiffany didn't do anything that had been said about her? This is how people ALWAYS go about collecting money they "feel" is owed to them, even when it's through a scam. Tiffany tried to get her to accept the package, so that she would then be held accountable for the charges that she had NOT agreed upon. Big surprise. Its possible that this moving company doesn't employ the same scam tactics every other one uses, but its really not likely...OH WAIT!! They do employ the same scam tactics that every other moving company uses...the weigh-in proved that...silly me...

@pronell: The drive tried to charge her an extra $400 for volume, if memory serves, but the original contract was based on weight.

@jeffislouie

I started to read this post and thought, "Gee. I wonder when jeffislouie will post in his role as the Chief Apologist?"

Lo and behold there you are. You're nothing if not consistent.

@jeffislouie:
hhmmm seems someone is for ASAP.... we deem to shed a little light, how did she ask for a re-weigh cause the people her emailed her totip her off about it. Saying a computer simple "mistaking" mde an error by double the weight is hardly believe-able. It's is like saying "ALL" the weights in Colorado didn't work. Did they just measure it with one? So it weighed like 980 ilbs... isnt below a minium job for ASAP. sO THEY CHARGED HER MORE PER POUND PER ITEM SO IT WOULD OF BEEN CHEAPER! and ASAP doesn't lower it's prices (ON the website:P ) My conspiracy theory is you work at ASAP with tiff and is throwing out commits to make the consumer look like an idiot or a hot head cause you made a simple post on a website and it makes ASAP look made, yet you defend Tiff when SHE attacks her on this page when probably never knew of the site till she searched ASAP on google. It's funny that is on the first page... maybe thats why she asked for it to be removed.

It seems to me that the problem is that ASAP doesn't seem to have someone competent enough to estimate weight by items and quickly note that the billed weight was wrong. Not unexpected in Colorado. So the customer is stuck waiting for the reweigh. That's why the initial charges should be binding - when I ask for that, the movers generally send someone who just knows what things weigh.

@nerodiavolo:
"Are you thick or do you simply need to grow a brain?"

How unusual - someone from the consumerists' elite readership flexing their intellectual muscle by calling someone else stupid.

"She wasn't in the wrong with anything she did. She refused to pay for something she did not agree upon. What makes you think that Tiffany didn't do anything that had been said about her? "

Someone needs to read the whole story.
ASAP tried to discuss the matter with her and she screamed at her, according to the ASAP rep. The ASAP rep wrote in to the consumerist to give her side of the story - you must have missed it.

What makes me think Tiffany didn't do anything that had been said about her? Well, for one thing I never said that, but I tend to give the benefit of the doubt to BOTH sides of the story rather than just accept one side.
What makes you think that Candace didn't exaggerate her side of the story and leave out big chunks that might have made her look less than saintly?
It seems to me that both sides made mistakes.
But once again, this boils down to my experience with customers weighing in to the situation (excuse the pun).
Go back and read BOTH sides of the story. Then think what you want.
In my experience (over ten years in direct contact with customers in various industries), customers think that if they handle things politely and accurately describe the event, they won't get help and won't be able to resolve the issue. So they exaggerate and leave out parts of the story they feel might weaken their point.
Go read what Tiffany had to say about all of this - she claims that she tried to deal with it properly and was screamed at, hung up on, and, if I recall, threatened with a lawsuit - all before she could attempt to resolve the issue. Then Tiffany volunteered to have the shipment weighed and agreed to change the deal if the weights were different. Sounds pretty reasonable to me.
It seems to me that much of this could have been avoided if Candace had been polite and patient and tried to deal with this rationally.
By the way, the estimate was based on volume, not weight.

@FinanceGuru:
"I started to read this post and thought, "Gee. I wonder when jeffislouie will post in his role as the Chief Apologist?"

Lo and behold there you are. You're nothing if not consistent."

And I was wondering how long it would take you to stalk me over to this thread to post negative nonsense about me.
I am not an apologist.
But I believe that people here tend to take sides prematurely and rarely are open to alternatives.
Like the sheep you are, you fell into the same trap.
I know, it's all my fault. I'm a bad person for saying that Candace likely exaggerated her story and left out parts of her behavior that might have explained why this became such a huge issue.
I guess this is just another example of businesses screwing individuals.
Of course, being a professional like you are, you understand that repeat business is what keeps businesses alive and that no business, especially the moving business, really profits from the one time customer.
Hey, here's a wacky idea - instead of attacking me, why not discuss my opinion or try to tell me how wrong I am?
I've moved at least half a dozen times and used movers each time.
I've never been 'screwed' even though there have been issues.
I've managed to resolve the issues by remaining calm and explaining myself without yelling, screaming, hanging up on people, or making threats. Funny how that works.
What's next, are you going to advocate punching the cashier at McDonalds when he puts too much mayo on your Big N Tasty? Even better, call the CEO at home! That'll solve the problem!
The consumerist is good site that genuinely tries to help people out.
Some of the people who post comments don't take the time that the consumerist does to do research and use common sense.
The best part of the consumerist is the writers - the worst part is that there are far too many people who comment without using common sense.
So direct your anger and stalkerish behavior elsewhere - your ad hominem is neither interesting, nor is it an indication that I am incorrect.
Will you be posting wherever I do and attacking me every time I post or can we call an end to this?

@GameMasterZer0: @nerodiavolo: First let me clarify that I completely agree that ASAP was entirely in the wrong for the whole situation, and really could have screwed over the customer had the customer not been so diligent about getting things right. Candace and crew deserve many kudos for sticking to their guns, AND I will never go with ASAP now that we know the whole story. However, I have to agree with jeffislouie on this one. There's definitely a reason that some people (myself included) were beginning to doubt the customers' story (see other posts above).

jeffislouie could have used a better example of a horrid customer experience, but in my experience waiting tables and in customer service, when the customer is calm and not angry, I've ALWAYS been more inclined to a) believe the customer, and b) go out of my way to make things right. I think in the ASAP case, Tiffany's language was calm and professional, whereas (don't hate me here!) Candace's language was accusatory and typical of the kind of customer that can never be pleased no matter what you do. That's why I was starting to sway towards Tiffany's side.

Like I said, the customer was ABSOLUTELY right in this case, and they had every right to be upset, but keeping the accusatory and vitriolic language to a minimum ALWAYS works in your favor. I think this was jeffislouie's point, and I think many people I know who have ever waited tables or worked as a CSR would agree.

I think of it this way: Of all of the customer complaint letters we've seen here on Consumerist, I'm always the most impressed by the ones who lay out the facts in a clear and even polite manner, and without implied anger. In my experience, I and my co-workers want to right the wrongs of a reasonable customer before duking it out with an angry one.

p.s. - I also don't condone calling people sheep. *ahemjeffislouieahem*.

@ingridc:
"p.s. - I also don't condone calling people sheep. *ahemjeffislouieahem*."

Sorry.
Is lemming better?
Lamb?

Is there a better way to say: "As per usual, you are blindly following the crowd and jumping on the bandwagon without giving the other side of the story any thought?

My apologies.

@jeffislouie: Hahaha, perfect!

@ingridc:
Glad to see your sense of humor is intact!
people take this way too seriously.

Just because Candace was vindicated doesn't mean that she was a innocent being downtrodden by the Man.

@jeffislouie:

"And I was wondering how long it would take you to stalk me...."

Don't flatter yourself. Calling you out on stupidity twice does not constitute stalking. I don't care enough about you.

"I am not an apologist."

And I'm the King of France. Look, merely making declarations makes them true.

"I've moved at least half a dozen times and used movers each time."

I've moved three times and haven't been screwed. What exactly does that prove?

"What's next, are you going to advocate punching the cashier at McDonalds when he puts too much mayo on your Big N Tasty? Even better, call the CEO at home! That'll solve the problem!"

Lame strawmen. But par for your course. That said, sometimes calling the CEO at home works. Since the fact that you've moved and haven't been screwed proves something, the fact I've called execs at home to get something does worked, then aren't we even?

Oh right, anecdotal evidence isn't all that worthwhile.

"So direct your anger and stalkerish behavior elsewhere - your ad hominem is neither interesting, nor is it an indication that I am incorrect."

Do you even have any idea what ad hominem means? (That was a rhetorical question. Clearly, based on your improper use of the term, you don't.) Calling you a knucklehead isn't ad hominem. It may be a personal attack, but it's not ad hominem. Also, I'm not angry. Again, I'd have to care what you think to get angry. I posted in response to your blather because you're full of it.

"Will you be posting wherever I do and attacking me every time I post or can we call an end to this?"

I don't care enough about you to post every time you do. Get over yourself.

It would help if procedures were followed voluntarily instead of being forced.

I had to call Colorado Weights and Measures and with the dilgence of that department (Jonathan Handy)is why this weigh even took place.

Because of the on going investigation I am not able to discuss more than this information.

I am committed to keeping the Consumerist/Ben informed and hope my experience will help the next person.

@FinanceGuru:
You sure made your point.
You aren't a stalker who posts whenever I do to make yourself seem smart.
My bad!
Here I was w