5 Star Moving Inc

Initial Business Response /* (1000, 8, 2015/09/11) */
On August 25, our moving van backed into Mr***'s mailbox, causing damage to the wooden post and pushing it overThe in ground spike holding the mailbox post was also bent
Our employees took full ownership of the damages and
notified me of the instance immediately after it happenedMr***n also called later that afternoon to report the damageAt that point he was informed that someone would be out the next day to take a look at it
On August 26, we sent employees over to attempt to make repairsMr***n asked the employees to leave without making any repairsAt that point Mr*** called my cell and asked that the post be replaced, to which I agreedAt no point in our conversation did I tell Mr*** that we would not replace his mailbox post
August 27, a new cedar post and polyurethane were purchased at Fleet Farm, per the instruction given by Mr***
August 28, I asked Mr*** if he wanted us to stop over to straighten the mailbox until a new one was installedHe said we didn't need to
September 9, A new cedar post, with nail holes filled & sanded, coats of Polyurethane applied by Mfgdirections, and new spike were installed at Mr*** residence
I was a little surprised by Mr***' comment about the unprofessional manner in which this was handledWe took full responsibility of the damage immediately, made attempts to repair the damage, and fully replaced the damaged items upon the request of Mr*** without hesitation

A refund check of $15 will be sent.

The movers that performed the move for [redacted] have years of experience, yet she was very controlling on how the entire move was to be done.  She told them the order in which the items should be loaded, she told them of the route they should take to the destination, and she told them how she...

wanted everything packing in the ABF trailer.  Again, our movers on this job had years of experience, plus this was not a complex job to perform.  Each time they didn't move something according to how she thought it should be done, she became angry with them so they just did as she asked, even though it wasn't necessarily the correct way of performing the move.The route she wanted to movers to drive was through construction and it took longer than she expected.  She also failed to take into account that our trucks cannot drive as fast through the city streets as her car is able to.  We want to make sure we arrive safety at our destinations and not cause ourselves, the items we are hauling or others any damage.Once we arrived at the ABF location, the movers loaded the ABF trailer per [redacted]'s direction.  They didn't feel it was being stacked correctly because the boxes were stacked too high, and without proper straps that needed to be provided by [redacted], the boxes would tumble.  In order to avoid conflict, they loaded the truck per [redacted]'s instruction.After the move was completed, [redacted] called to say the travel time between her home and the ABF location took too long.  At that point we didn't argue about it and reduced the bill by 15 minutes.  She also mentioned that a representative from ABF said the trailer was not packed correctly, the boxes were stacked too high without being properly secured.  Again, we loaded the trailer per her instruction.  In regards to damages.  [redacted] signed our invoice stating that she inspected the items moved and found no damages caused by 5 Star Moving.  [redacted] also signed a storage waiver.  We ask all of our customers that are using some type of rental truck to sign this.  Once the items leave our possession, we have no control over what happens to them.  Any damages that may have occurred most likely happened during the transport from Fargo to Chicago because [redacted] did not provide the necessary pads and straps to transport the items safety.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  5 Star Moving may send the refund check to the following address:[redacted]Chicago, Illinois 60619The company should provide a tracking number or confirmation to demonstrate that the refund check was mailed to the listed address.

I have attached the contents of an email that was sent to the customer.  This email lists all of the steps that we had taken in compiling the original quote, to creating a revised quote, and what happened on the actual moving day. We asked the customer to respond to the email with...

whether or not she agreed with the information in the email.  She did respond confirming the information.  As you will read in the email, we based our quotes on the information we were given.  On the moving day, when the customer was not happy with the outcome, we offered to unload her items so that she could use a different mover because she kept hinting that she should have chosen someone else.  We offered several times to let her out of the move and she wouldn't have had to pay anything at that point.  She chose to continue business with us.  We finished the move and delivered her items to St. Cloud based on the price that we had quoted her.  We feel that no refund is due because these are the terms that the customer agreed to in advance of the move. (THIS IS THE RESPONSE FROM THE CUSTOMER TO THE EMAIL SEND TO HER BELOW)These items are correct. [redacted] have you checked the weather, Linda? I just heard that 8 to 10 inches of snow is due here tomorrow.Sent from my iPhone  (THIS IS THE EMAIL THAT WAS SENT TO THE CUSTOMER)On Dec 15, 2016, at 10:38 AM, [email protected] wrote: [redacted], Here is a summary: You contacted 5 Star Moving to move your items.  Brian went to your home and met your sister, [redacted], who pointed out the items to be moved.  In addition to the house items pointed out, there were some garage items and a 10x10 storage unit (this is the size we were originally told).  Based on this information, you were quoted $1,821.00.Several weeks later, you contacted us and said, "I don't think my sister told you all of the correct information".  I have a 10x20 storage unit and a 10x15 storage unit.  (Originally we were only told that you had one unit - 10x10).  So after this phone call, we set up another time to have Brian visit the storage units.  He was able to look at the contents of one unit but you didn't have the key for the second unit so he could not view the contents.  In addition, most of the boxes in the 10 x 20 unit were crushed from the people that placed the items into storage, ma[redacted] the task of safely loading the items efficiently extremely difficult.You also then told us that you have some items at your moms house that you want in St. Cloud.  Based on all of these changes, we revised the quote.  We quoted it for moving the items that we could fit into one truck without any guarantee that all items would fit into one truck.  The new price was $2,303.00 which included the mileage and moving the items that fit into one truck only.On December 15, the movers arrived to load your items.  Upon arrival, the movers had you sign a service order which stated the following:"Price listed is for all items that will fit on 1 truck. If all items do not fit on one truck, customer is responsible for moving additional items or paying additional charges to have 5 Star Moving for moving additional items."Price listed on the service order was $2,303.00.You signed this Service Order prior to the movers starting the job.  We filled one truck but unfortunately could not fit everything into one truck.  You called the office and you were quote an additional $1,500.00 to take a second truck.  You had mentioned on the phone that you wished you would have hired Allied.  Based on you being very upset, we offered to unload your items back into storage so that you could have Allied move you.  We would have loaded and unloaded your items on December 15th at no charge to you and then we would have both gone our separate ways.  You called the office again and said you will have us move the contents of one truck for the agreed upon price of $2,303.00.  On December 16th, you filed a complaint with the Revdex.com.   The 5 Star Moving office called you and once again offered to unload your items here in Fargo at not cost because you are clearly upset with our company.  This is the second time we offered to let you get out of your move with us.  You once again said no, you want your items delivered to St. Cloud. Please respond to this email that these facts listed above are correct. 5 Star Moving###-###-####