Helen: we are in receipt of your comments about our company and obviously everyone has a right to their own opinion but we seem to have a difference in opinion in some areas. As potential customers will see, we have excellent reviews about our service because we offer our customers professionalism and quality with every move. You contacted our company on February 5th, 2010 in regards to an upcoming move for the last week of February. When asked how big of move you had, you said a 1-bedroom apartment. In your review on our company you stated yourself you said a 1-bedroom apartment and then continue on to say an 1800 square foot home. You occupied the full home including back yard and basement. This was very misleading to us in quoting you. As signed in our terms and conditions, we do offer in home estimations which were not taken up by you. It states clearly that over the phone estimates are based solely on the information provided by the customer. This has totally no bearing on the service we offered you. When speaking with you the day of your move. I was very concerned that the crew had come to your home with a 24ft truck and not a 16ft truck which was quoted to you and they were still loading 5 hours later. Normally a 1-bedroom takes 4-5/hrs in total with a 16ft truck. The 24ft truck was completely loaded to the back door at the end of your loading. I spoke to you during the loading process with concerns that there was so much items being moved and the truck was not equipped for a large load. You comments to me were: “don’t worry they are doing an excellent job.” I told you that I was concerned since you were a referral to our company and I wanted everything to go well as planned. There was never any call that came to our office requesting an additional crew member. If this was the case, one would have been dispatched immediately. To answer your question stated by you, “Why would anyone misrepresent the nature of an assignment?” People sometimes do this thinking they will save money. As you can see this sometimes causes major chaos. Upon arrival the crew had forgotten to take wardrobes from our facility but managed to cover your clothing in plastic for safe transit. All of your upholstered furniture was covered in plastic (shrink wrap) the day of the move. 2 rolls of shrink wrap goes out on all our trucks the day of moving.
The day of your move, you did not have the walkway cleared or salt put on the walkway leading to your backyard. This caused one of the crew members to slip and fall and pull a muscle in his back.
Now leading up to the delivery, on February 25th, we had a snow storm; we were to offload on King Street during rush hour. You did not make arrangements for the truck to park to offload. The crew would have had to walk 1 block with your furniture to offload your belongings. With the wind gusting and snow falling making the walkways very slippery, we were left no choice but to call off the move for the evening due to safety issues.
With your approval, the driver instructed you that he would return the next morning and call you in transit which he did. Upon delivery, we sent an additional crew member to assist with your offload. No complaints were made to us in regards to your move until we received your review on home stars. If you were so unhappy with the move, why did you give such a generous tip?
I am not sure of where you want me to go with this review. We always appreciate customer’s feedback but unfortunately you did not allow us the opportunity for a resolution. I am very sorry that you feel things didn’t go good with your move.
