WrightWay Crating Packaging & Shipping Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
None of Wright Ways responses were accurateMistakes happen, I have been in business a long time I do not have time for this but I just hope this does not happen to anyone else in the future
Thank you!Regards,*** ***

To Whom It May Concern:
Wright Way is most concerned that we have a customer that is not satisfied with the services provided to her by Wright Way It is unfortunate and we are sorry that this transaction was not as
smooth as normalFollowing I will address our customer's issues/complaints:
We provided the customer with an 'ESTIMATED" price quote (not FIRM) based on an Inventory List that was provided to us and the customer acknowledged as a fair or accurate estimate of the items she would be shipping Our quote was $2,for 0-3,lbs Not $2,as stated in the complaint And if the weight exceeded 3,lbs, the excess weight was billable at cents per lbWe did arrive late due to a job earlier in the day that far exceeded the scope of the quote and what we expected, which did delay our arrival We are usually extremely punctual and we felt bad for the tardiness and apologized and expressed how sorry we were for being late Because it was now late in the day everyone was in a hurry (customer included), the contract was not finalized at the time of the pick-up The client did sign the contract and we called her the following day to let her know the actual weight and charges, which came to: 4,lbs and $3, Not the $3,as stated in the complaint (The weight exceeded the estimate by 1,lbs @ cents per lb.)
And to be fair to ourselves, the final shipping weight exceeded 5,lbs(would have been an additional $or so), that we did not charge to the client even though it increased our costsOur transit time is approximately 10-days from the date of the shipment, with the final delivery appointment is arranged between client and carrier Her goods were delivered on the 15th day This delay was partly caused because her job was significantly larger than expected, taking longer to pafor shipping, and having to be shipped in two separate shipmentsAs for the movers that were to perform the "Inside" delivery service being drunk, we would have attempted to corrected this matter if we had been advised at the time, which we were not These individuals come from a 3rd party We were not made aware, therefore could not arrange to have more responsible workers replace these individualsWe are sorry that some of the clients belongings were damaged (not "most" as indicated We have photos provided by client of 100+ boxes that appear to be in excellent condition) And according to the terms of our contract (signed and acknowledged by client) the items are insured for cents/lbof damaged items would have come to less than $ As a good gesture, we offered a minimum refund of $
The client did contact us at the time of delivery or the next day because she wanted or needed the boxes and packing material to be removed from her property Even though this is not part of the service we provide (again as explained and acknowledged by client's signature on our "Inside" Delivery Instruction Sheet), we found someone and made arrangements for them to get there "that" day to try to satisfy this client, because that is what we always try to do This cost our company another $trying to keep this customer happy We had no obligation to do this, but we did it anyway In summary, we feel that this customer's real dissatisfaction is in the fact that she had more to ship than she thought she did and it cost her more than the estimated quote Therefore, nothing we do will really satisfy her We are sorry she was disappointed with the service and that something may have been damaged We have tried to address the matter within the parameters of our contract and went above and beyond by providing someone to remove the packing material and by not charging for the further shipping weightWe suggest that the $refund is accepted by our client as full and satisfactory settlementSincerely, ~ Wright Way

Hello, Thank you for your efforts on my behalfI had temporarily overlooked the message which included the offer from the vendor to settle my issue, and therefore did not respond to you in time to inform you that I was pleased with their offer to make me wholeI have communicated this acceptance to them, and they stated that they would send a check to me. If it is possible, and trusting that I will receive their check, I would like the record to reflect that I have received and that I have accepted Wrightway's proposed settlement. Thank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
None of Wright Ways responses were accurateMistakes happen, I have been in business a long time I do not have time for this but I just hope this does not happen to anyone else in the future
Thank you!
Regards,*** ***

Yes, Wright Way was contracted by Mr. [redacted] to: pick-up, package, wood-crate, and perform White-Glove Inside delivery of his newly purchased used 3-piece organ, pedal board and bench (organ) from a residence in San Diego, CA and deliver to his residence in Ocala, FL.  And we performed these...

services as below described:Prior to removing the organ from the San Diego residence the pieces were individually shrink and blanket-wrapped for their protection while in transit by WrightWay to our warehouse in San Diego.Once to the warehouse the items were further wrapped and protected with foam and bubble wrap (photo attached).  And then a custom built wood crate was made for the organ to be shipped in.  (Note:  the sides of the crate are off to the left of the organ, which is sitting on the base of the crate on the pallet.)The organ was shipped to Ocala, FL in the wooden crate directly to the delivering agent that would perform the White-Glove delivery and set-up to Mr. [redacted]'s residence.  Upon receipt of the crate and uncrating and packing it by the delivery agent, they contacted WrightWay to inform us that the organ was in excellent condition and delivery arrangements made.  They further commented that in all their 20+ years in business, they had never seen crating and packing as professional and outstanding as ours.The crated organ was un-crated and unpacked at the delivery agents location (as part of the White-Glove delivery service so that the uncrating process is not handled at the residence.)  That is why Mr. [redacted] never saw the crate.At the scheduled delivery appointment, the delivery agent delivered the blanket-wrapped organ to Mr. [redacted], brought into his home and set it where instructed.  Upon completion, he played the organ for some 20 minutes to ensure that it was working properly before leaving.  Upon first inspection by Mr [redacted], he commented that the organ was immaculate and that he was pleased he had made the purchase.During further inspection prior to the delivery agent's departure, Mr. [redacted] did notice a tiny scratch on the back of the bench, commenting that he must not have noticed it while looking at the photos while making the on-line purchase and that it was "no big deal".So when Mr [redacted] notified us of the damage and subsequently forwarded photos of the organ, we were lost for words.  It looked like it had been through a war.  We immediately shared these photos and description of damage to our local area organ sales distributor (for whom we have packaged, crated and shipped tens of organs around the world, and probably the same gentleman that had referred WrightWay to Mr. [redacted]) for his review and opinion.  He couldn't believe his eyes and wondered how someone could could possibly say at the time of the delivery that the unit was "immaculate".  We also asked if the unit was broken and damaged as described if it would be playable.  He said it would not be possible to play the organ as it appeared in the photos.We also contacted the delivery agent to obtain his feedback.  He claimed everything was in perfect condition upon receipt and that the buyer was pleased with the condition of the organ and operation as described above.  He also provided WrightWay with a written statement to the same.  (A copy is attached.)Mr [redacted] stated that the photos he provided were time-stamped.  However there are no visible time stamps on the copies provided to WrightWay.  He also states that the room was not well-lit because the windows were heavily draped and there was only a small light in the room where the organ was set-up.  The organ was placed right in front of this bay window. In good consciousness, we did not feel that a claim should be submitted against the insurance company.If anything further is required or the attachments do not come through please feel free to contact WrightWay.

Yes, Wright Way was contracted by Mr. [redacted] to: pick-up, package, wood-crate, and perform White-Glove Inside delivery of his newly purchased used 3-piece organ, pedal board and bench (organ) from a residence in San Diego, CA and deliver to his residence in Ocala, FL.  And we...

performed these services as below described:
Prior to removing the organ from the San Diego residence the pieces were individually shrink and blanket-wrapped for their protection while in transit by WrightWay to our warehouse in San Diego.
Once to the warehouse the items were further wrapped and protected with foam and bubble wrap (photo attached).  And then a custom built wood crate was made for the organ to be shipped in.  (Note:  the sides of the crate are off to the left of the organ, which is sitting on the base of the crate on the pallet.)
The organ was shipped to Ocala, FL in the wooden crate directly to the delivering agent that would perform the White-Glove delivery and set-up to Mr. [redacted]'s residence.  Upon receipt of the crate and uncrating and packing it by the delivery agent, they contacted WrightWay to inform us that the organ was in excellent condition and delivery arrangements made.  They further commented that in all their 20+ years in business, they had never seen crating and packing as professional and outstanding as ours.
The crated organ was un-crated and unpacked at the delivery agents location (as part of the White-Glove delivery service so that the uncrating process is not handled at the residence.)  That is why Mr. [redacted] never saw the crate.
At the scheduled delivery appointment, the delivery agent delivered the blanket-wrapped organ to Mr. [redacted], brought into his home and set it where instructed.  Upon completion, he played the organ for some 20 minutes to ensure that it was working properly before leaving.  Upon first inspection by Mr [redacted], he commented that the organ was immaculate and that he was pleased he had made the purchase.
During further inspection prior to the delivery agent's departure, Mr. [redacted] did notice a tiny scratch on the back of the bench, commenting that he must not have noticed it while looking at the photos while making the on-line purchase and that it was "no big deal".
So when Mr [redacted] notified us of the damage and subsequently forwarded photos of the organ, we were lost for words.  It looked like it had been through a war.  We immediately shared these photos and description of damage to our local area organ sales distributor (for whom we have packaged, crated and shipped tens of organs around the world, and probably the same gentleman that had referred WrightWay to Mr. [redacted]) for his review and opinion.  He couldn't believe his eyes and wondered how someone could could possibly say at the time of the delivery that the unit was "immaculate".  We also asked if the unit was broken and damaged as described if it would be playable.  He said it would not be possible to play the organ as it appeared in the photos.
We also contacted the delivery agent to obtain his feedback.  He claimed everything was in perfect condition upon receipt and that the buyer was pleased with the condition of the organ and operation as described above.  He also provided WrightWay with a written statement to the same.  (A copy is attached.)
Mr [redacted] stated that the photos he provided were time-stamped.  However there are no visible time stamps on the copies provided to WrightWay.  
He also states that the room was not well-lit because the windows were heavily draped and there was only a small light in the room where the organ was set-up.  The organ was placed right in front of this bay window. 
In good consciousness, we did not feel that a claim should be submitted against the insurance company.
If anything further is required or the attachments do not come through please feel free to contact WrightWay.

To Whom It May Concern:Wright Way is most concerned that we have a customer that is not satisfied with the services provided to her by Wright Way.  It is unfortunate and we are sorry that this transaction was not as smooth as normal.Following I will address our customer's issues/complaints:We...

provided the customer with an 'ESTIMATED" price quote (not FIRM) based on an Inventory List that was provided to us and the customer acknowledged as a fair or accurate estimate of the items she would be shipping.  Our quote was $2,600.00 for 0-3,500 lbs.  Not $2,400.00 as stated in the complaint.  And if the weight exceeded 3,500 lbs, the excess weight was billable at 75 cents per lb.We did arrive late due to a job earlier in the day that far exceeded the scope of the quote and what we expected, which did delay our arrival.  We are usually extremely punctual and we felt bad for the tardiness and apologized and expressed how sorry we were for being late.  Because it was now late in the day everyone was in a hurry (customer included), the contract was not finalized at the time of the pick-up.  The client did sign the contract and we called her the following day to let her know the actual weight and charges, which came to:  4,600 lbs and $3,435.00.  Not the $3,600 as stated in the complaint.  (The weight exceeded the estimate by 1,100 lbs @ 75 cents per lb.)And to be fair to ourselves, the final shipping weight exceeded 5,200 lbs. (would have been an additional $450. or so), that we did not charge to the client even though it increased our costs.Our transit time is approximately 10-14 days from the date of the shipment, with the final delivery appointment is arranged between client and carrier.  Her goods were delivered on the 15th day.  This delay was partly caused because her job was significantly larger than expected, taking longer to pack-up for shipping, and having to be shipped in two separate shipments.As for the movers that were to perform the "Inside" delivery service being drunk, we would have attempted to corrected this matter if we had been advised at the time, which we were not.  These individuals come from a 3rd party.  We were not made aware, therefore could not arrange to have more responsible workers replace these individuals.We are sorry that some of the clients belongings were damaged (not "most" as indicated.  We have photos provided by client of 100+ boxes that appear to be in excellent condition).  And according to the terms of our contract (signed and acknowledged by client) the items are insured for 10 cents/lb. of damaged items would have come to less than $5.00.  As a good gesture, we offered a minimum refund of $25.00.  The client did contact us at the time of delivery or the next day because she wanted or needed the boxes and packing material to be removed from her property.  Even though this is not part of the service we provide (again as explained and acknowledged by client's signature on our "Inside" Delivery Instruction Sheet), we found someone and made arrangements for them to get there "that" day to try to satisfy this client, because that is what we always try to do.  This cost our company another $350.00 trying to keep this customer happy.  We had no obligation to do this, but we did it anyway. In summary, we feel that this customer's real dissatisfaction is in the fact that she had more to ship than she thought she did and it cost her more than the estimated quote.  Therefore, nothing we do will really satisfy her.  We are sorry she was disappointed with the service and that something may have been damaged.  We have tried to address the matter within the parameters of our contract and went above and beyond by providing someone to remove the packing material and by not charging for the further shipping weight.We suggest that the $25.00 refund is accepted by our client as full and satisfactory settlement.Sincerely,  ~  Wright Way

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There has been no proposed action which would resolve this complaint. In order to respond to this letter within the 7-day time frame, please forward the following:  
1. Copies of the attachments sent by this business to The Revdex.com. These include, but may not be limited to:
a. the pictures mentioned in the letter; and
b. a copy of the letter from the delivery agent.
2. The contact information for the delivery agent.
3. The certificate of insurance, and/or a copy of the insurance policy, for which I had paid.
Thank you for your time and consideration.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There has been no proposed action which would resolve this complaint. In order to respond to this letter within the 7-day time frame, please forward the following:  1. Copies of the attachments sent by this business to The Revdex.com. These include, but may not be limited to: a. the pictures mentioned in the letter; and b. a copy of the letter from the delivery agent. 2. The contact information for the delivery agent. 3. The certificate of insurance, and/or a copy of the insurance policy, for which I had paid. Thank you for your time and consideration.
Regards,
[redacted]

Revdex.com / [redacted]:
This is clearly a case of "he said, she said".  And I see no reason to continue down this path and involve other parties.  Our customer did purchase Insurance, which was purchased through our provider, Inter Trans Insurance Services, Inc. 
It is not our intention to have unhappy or dissatisfied customers.  Therefore, upon written confirmation from [redacted] of acceptance of our proposed offer made here, Wright Way will be paying to [redacted] the requested repair fees in the amount of $950.00.  Our Wright Way check will be sent to [redacted] at the address he designates.  NOTE:  The claim is not being settled through the Insurance company because Wright Way did not submit it to them within the allotted time allowance of 48 days.
We do apologize for the delayed and improper handling of this matter.  We further trust that this is satisfactory resolution to the matter.
Sincerely,  ~ Wright Way Crating Packing and Shipping Inc.

Revdex.com / [redacted]:This is clearly a case of "he said, she said".  And I see no reason to continue down this path and involve other parties.  Our customer did purchase Insurance, which was purchased through our provider, Inter Trans Insurance Services, Inc. It is not our intention to have unhappy or dissatisfied customers.  Therefore, upon written confirmation from [redacted] of acceptance of our proposed offer made here, Wright Way will be paying to [redacted] the requested repair fees in the amount of $950.00.  Our Wright Way check will be sent to [redacted] at the address he designates.  NOTE:  The claim is not being settled through the Insurance company because Wright Way did not submit it to them within the allotted time allowance of 48 days.We do apologize for the delayed and improper handling of this matter.  We further trust that this is satisfactory resolution to the matter.Sincerely,  ~ Wright Way Crating Packing and Shipping Inc.

Hello, 
Thank you for your efforts on my behalf. I had temporarily overlooked the message which included the offer from the vendor to settle my issue, and therefore did not respond to you in time to inform you that I was pleased with their offer to make me whole. I have communicated this acceptance to them, and they stated that they would send a check to me. 
If it is possible, and trusting that I will receive their check, I would like the record to reflect that I have received and that I have accepted Wrightway's proposed settlement. 
Thank you, 
[redacted]

If you are looking for a company that prides itself in the job they do for the customer, this is it. We had a 1211 lb shipment going from San Diego to Boston. It was too small for some of the big van lines to be bothered with--they had a 3600 lb minimum--but they recommended for us to try Wright Way. Wright Way really was the right way for a shipment like ours and they couldn't have done a better job. Read the reviews and you'll see. Ron Wright, the owner, is an ex-military guy and he operates his company with straightforward integrity and precision. We found everyone at this company to be knowledgable, friendly and customer oriented. Pick up and delivery were right down to the hour. The shipment was weighed at origin in front of us, piece by piece. No surprises here except our admiration at the time and expense they went through to crate and load our little shipment to keep it safe when turned over to a freight carrier. Things no mover would crate, like an old formica table top (legs in a carton) were crated, questionable boxes were put is sturdier boxes, strong corner guards put at the corners of the 5-6' tall palleted load to keep it intact, a queen mattress and box spring in heavy cardboard crates (no flimsy "mattress covers"), a treasured bureau wrapped with plastic sheeting, blankets, styrofoam, heavy plastic, and secured with tape. Not a Scratch! If this shipment were caught in a tornado I bet it would have landed in tact! I saw one complaint that there was too much wrapping to get rid of; a complaint by someone who obviously has no idea of the natural road action a shipment can endure on the open road. This is Ron Wright's specialty, preparing a shipment to be road worthy when being shipped by a freight carrier. The price? $1700 exactly as promised. At destination, we solicited three guys who work in the building to help us get the curbside delivery into the apartment and tipped them $80.

Review: I contracted Wright Way to move me from [redacted] to [redacted]. I was quoted a price of $2,400 firm as they had a detailed list of what was being moved and then after they picked up all my belongings and left and I was headed across country they called and said it would actually cost $3,600. The man did not inventory my belongings and if he did I never received a detailed list. My belongings were delivered late and the movers that showed up to bring my things inside the house were drunk. When my belongings arrived most of the boxes were crushed. I mean, smashed to pieces as were the things inside the boxes. I have photos and a detailed list as proof. It looked as though someone had thrown my things from the top of a 15 story building. After many discussions with the owner he has ignored my emails until finally responding after numerous emails and many weeks informing me he would give me $25 for many damaged goods.Desired Settlement: I mostly would like an adequate apology and perhaps replacement of my smashed things. I was treated terribly as if it didn't matter. I have been in customer service for over 20 years and I want to make sure someone else is not treated this way or taken horribly advantage of also resulting in loss and damage of valuable and irreplaceable belongings.

Business

Response:

To Whom It May Concern: