All My Sons Moving & Storage of Mesa

Re: Noelle Diesfeld 
       Customer ID [redacted]
Date : 12/11/15   Re: Revdex.com ID# [redacted] complaint
In regards to the complaint to the Revdex.com in regards to the service we provided to [redacted] on 11/24/15:All My Sons Moving &...

Storage has been in business for 25 years with 54 locations nationwide. We have a national call center located at our corporate headquarters in Carrollton, Tx..The call center has 20-50 agents on line 15 hours per day, 7 days per week. They have a comprehensive training program for agents who sell our services. Our local branches also go through this training. The scripted sales call review our price structure and service scopes. Cost structures are reviewed with the customer a minimum of 4 times prior to the move.
1. Initial call to call center reviewed pricing structure     a. 1 Hour travel fee at the agreed hourly rate  b. Hourly move fee at the agreed hourly rate  c. 2 Hour minimum for the labor. d. 10% fuel charge
This is reviewed with the customer a minimum of 4 times prior to the move. 1.Initial call. 2. E-mail sent (attached), 3. 24 hour phone confirmation prior to the move 4. We review the terms and have the customer sign prior to starting the move ( attached).
The window for the move was between 11:00am & 2:00pm.The move started at 1:45 pm. It was completed within the 2 hour minimum. The total charge was $293.70. The price structure was well communicated to the customer and service was provided. There will be no refund since service was provided in line with the agreement. Receipt sent, also attached.

When I spoke with the company rep the morning of the move, he told me they were sending one of their top crews. Ian and his crew were FANTASTIC! From the time they arrived they were busy - working as a team. Though Ian was the [redacted] it seemed that he had to provide minimal direction. The team, Ian, David, Tom and Lakamyan are a cohesive unit with a Get-R-Done attitude. The guys were respectful, polite and friendly. We were definitely impressed with these gentlemen. My wife and I will definitely recommend All My Sons Moving to anyone we know who is moving.

I had a wonderful experience with All My Sons Moving of Mesa. They were on time, very professional and very courteous. I will definitely use them the next time I move and I would highly recommend this company.

ALL MY SONS are professional, competent, and careful. The entire moving process happened just as they said it would. I was so impressed with the company from the sales representative to the movers.

Complaint # [redacted]Responding:Mark E[redacted] - General Manager  of "All My Sons of Mesa'  A. In regards to the issue of being later than expected: We have two branches in the Phoenix market. This job was booked through the Phoenix Branch. The had some...

issues with a job that was scheduled prior to the Tuffly job. They contacted the Mesa branch to cover the job for them. In which we did. We contacted Michelle Tuffly around 3:00 pm to notify her that we would have a truck out as quick as possible. The truck arrived at 5:30 pm. When the crew arrived the customer and family members were greeted with hostile tones from them being late. They (our 3 man crew) saw that the job was much larger than described over the phone, and they were not ready (packed) to move. We then suggested that it be done the first thing the next morning. The customer stated that they were being evicted and they needed to be out that night. I got involved and suggested that we load the apartment tonight, and deliver it to the storage unit the next day.  B. In regards to the charges: The original charges were $1,335.90 (see attached). The terms of the contract were clearly defined and signed off by the customer. Michelle called me that night and asked if we could help her with the price since the crew was so late. She said she had some friends to help earlier, but they had left already. I waived the travel fee and the fuel fee which totaled $422.00.  The phone estimates are given as a guideline in line with the information the customer provides. If the information incorrect, then the move will take longer than expected. We do offer a on site estimate for customers who want an exact quote.  C.It is standard process to collect charges when we arrive at the destination to cover ourselves. D. In regards to damages. The customer has not yet contacted us in regards to any damages. There is coverage of the the state mandated minimum valuation of $0.60 per lb which is signed off on  the contract. The claims process is simple and easy.   I feel that we went over and above compensating for being 2 hours late arriving to the job ($422.00). The customer was rude to the crew and put them in a very uncomfortable situation. If there is any damages. None have been reported as of yet. They will be satisfied by the terms of the contract. Thanks,Mark A E[redacted]