Moved me from storage unit into apt on Jan 24, 2011
I have used Phillips in the past and was impressed, however, this move was very disappointing. I waited 90 min for truck to arrive at storage unit. And.. waiting for truck to arrive at unloading destination over 60 minutes. What bothered me is that I was billed for this time... I was billed for 2 hours for truck to travel from their offices and back. This was not disclosed to me.
Also.. very upset at customer service. My calls were not returned, and I was accused of not telling the truth about the times by sales rep.
- Approximate cost of services:
- $900.00
- Company Response
Hi Leslie. It's really hard for us to respond when the accusations are not completely accurate. I understand that a move can be very stressful, and it takes tons of cooperation to make it work well. As for every move, billing time has always been for the time from when the crew leaves the warehouse till they return. That's when they are "on the job" for you. We always tell customers that verbally, and it's on our quotes, and on our work orders, which are sent out by email at the time of booking. From Dufferin & Steeles to Davis Dr in Newmarket, back down to Bayview & Steeles, then down to Dupont and Bathurst downtown, and returning to Dufferin & Steeles, travel time charged was accurate. Your estimate was for 7 hours, but actual billed time was only 6 hours. I apologize for the one hour delay in the starting time, which unfortunately was unavoidable, but I see in your file that you were kept informed that the crew was going to be late. I am very sorry you were not happy with this move, but I must say it is puzzling, since the crew got a $75 tip. They truly believed you were happy with their hard work.