Ambrose F. Moving, Inc.

In response to this customers statement, I would say the
entire move was doomed from the time the men went in the door at 7:amNothing
had been packed or prepared for a move and there was no room to move anywhere
in the houseWe were aware of the mental disorders within the house and my
men
were trying to be as efficient as possible and make the best of an extremely anxious
and stressed familyAfter minutes on the jobsite, they had been yelled at,
told not to touch anything until they were told to, subjected to in-house
fightingThere was never any requests, just “orders”
The men were trying
to make the best of the tense situation and joked among themselves as they
always do on jobs to relieve some pressureAt no time were they disrespectful or discussing or alluding to any
family issuesThey are all family men with children who have been in hundreds
of homes and circumstances and know how to be polite and respectful
The mover who left the job was told “ to get out of my f….ing
house NOWHe did as he was told, after he said “you people are crazy” (which I
do not blame him).and he walked away with the male homeowner yelling after him
“can’t you fight like a man”The customers told my men they had no money and
that they were going to sue usI do not know any company that could continue
working in this kind of environment, so when the homeowner called me, I told
him I was instructing my movers to put back whatever they had loaded on the
truck in the first hour and to drive back to my warehouseI thought it best to
vacate the premises before it escalated any further
I did not charge them
for the boxes we had packed and left there, nor for the time we spent on site,
which normally would be a bill of $and I told the women customer that I
would refund her $ deposit back to herI wished her good luck and
recommended a few other movers to herIt is unfortunate that in the hour and
half that we were there that anyone can get so stressed as to create such
havoc I hope they all get well and I
certainly wish them well in their new locationI sincerely apologize if my movers did anything
to aggravate the customers mental status, they are all going to a sensitivity
meeting for customers with special needsThank you

In response to this customers statement, I would say the
entire move was doomed from the time the men went in the door at 7:amNothing
had been packed or prepared for a move and there was no room to move anywhere
in the houseWe were aware of the mental disorders within
the house and my men
were trying to be as efficient as possible and make the best of an extremely anxious
and stressed familyAfter minutes on the jobsite, they had been yelled at,
told not to touch anything until they were told to, subjected to in-house
fightingThere was never any requests, just “orders”
The men were trying
to make the best of the tense situation and joked among themselves as they
always do on jobs to relieve some pressureAt no time were they disrespectful or discussing or alluding to any
family issuesThey are all family men with children who have been in hundreds
of homes and circumstances and know how to be polite and respectful
The mover who left the job was told “ to get out of my f….ing
house NOWHe did as he was told, after he said “you people are crazy” (which I
do not blame him).and he walked away with the male homeowner yelling after him
“can’t you fight like a man”The customers told my men they had no money and
that they were going to sue usI do not know any company that could continue
working in this kind of environment, so when the homeowner called me, I told
him I was instructing my movers to put back whatever they had loaded on the
truck in the first hour and to drive back to my warehouseI thought it best to
vacate the premises before it escalated any further
I did not charge them
for the boxes we had packed and left there, nor for the time we spent on site,
which normally would be a bill of $and I told the women customer that I
would refund her $ deposit back to herI wished her good luck and
recommended a few other movers to herIt is unfortunate that in the hour and
half that we were there that anyone can get so stressed as to create such
havoc I hope they all get well and I
certainly wish them well in their new locationI sincerely apologize if my movers did anything
to aggravate the customers mental status, they are all going to a sensitivity
meeting for customers with special needsThank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This is not an acknowledgement of unprofessional behavior or misconduct. While the waived fee for the boxes/time and follow-through with a special needs sensitivity meeting are appreciated, the behavior and actions of the employees remain inexcusable and unapologized for by the company. "I sincerely apologize if my movers did anything to aggravate the customers mental health status" is not an admission of their wrongdoing, and the lengthy response blaming the victims for these problems does not reflect remorse or repentance. The unpreparedness of the house was the reason for ordering packing assistance in addition to the moving services and is no excuse for the resulting attitude from the employees. The emphasis on efficiency was likely the root of the problem. It was made clear that our focus was on the quality of the packing and not the quantity of things packed (a serious issue for those with anxiety). The allotted time was understood and we expressed that we were most concerned with getting things done well. If that meant not getting everything moved, that was acceptable. Our directions to focus on certain areas of the home for packing and not others were not unreasonable. As the customers, with concern for our belongings, it is logical to guide and instruct those employed to pack and move things in our home. What were interpreted as "orders" were instructions to best ease our anxieties about the packing and moving process. We understand the movers were initially making jokes to relieve pressure from the tense situation. However, we requested they not joke inside our home (as it exacerbates our anxiety) several times before it became clear they had no intention of respecting our wishes and things got personal. They were disrespectful and mocking the state of our house and the expressions of our discomfort and anxiety. Certainly they all know how to be polite and respectful, but they were not. My exact words to the most disrespectful individual were, "If you're going to act this way, you can get the f[redacted] out of my house." His response was "I f[redacted]ing will!" I have already acknowledged my part in initiating the profanity, in response to the immense anxiety brought on by this mover. For that, I am to blame. In addition, the male homeowner did return to the house irate, having learned of this man's behavior, and did also lash out. However, it is further insulting and disrespectful to note, in a professional correspondence, your personal feelings about the "craziness" of our family. "Crazy" is a mental health slur. At no time did I hear this man utter that phrase. We never once told the men we had no money, but we did consider suing the company and expressed such. After this, things did calm down a bit. Our hope, in contacting the company, was that someone of managerial authority might reprimand the behaviors of the movers and the job might be carried out cooperatively and peacefully to completion. It was then the movers were instructed to unload everything back into our house and leave, and our family was dubbed "abusive" to the movers.Despite this horrendous encounter, we were able to work with another moving company the very next day and had a pleasant and productive experience. With great compassion, understanding, and cooperation, this company was able to achieve what F. Ambrose Moving, Inc. could not.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This is not an acknowledgement of unprofessional behavior or misconduct. While the waived fee for the boxes/time and follow-through with a special needs sensitivity meeting are appreciated, the behavior and actions of the employees remain inexcusable and unapologized for by the company. "I sincerely apologize if my movers did anything to aggravate the customers mental health status" is not an admission of their wrongdoing, and the lengthy response blaming the victims for these problems does not reflect remorse or repentance. 
The unpreparedness of the house was the reason for ordering packing assistance in addition to the moving services and is no excuse for the resulting attitude from the employees. The emphasis on efficiency was likely the root of the problem. It was made clear that our focus was on the quality of the packing and not the quantity of things packed (a serious issue for those with anxiety). The allotted time was understood and we expressed that we were most concerned with getting things done well. If that meant not getting everything moved, that was acceptable. Our directions to focus on certain areas of the home for packing and not others were not unreasonable. As the customers, with concern for our belongings, it is logical to guide and instruct those employed to pack and move things in our home. What were interpreted as "orders" were instructions to best ease our anxieties about the packing and moving process. 
We understand the movers were initially making jokes to relieve pressure from the tense situation. However, we requested they not joke inside our home (as it exacerbates our anxiety) several times before it became clear they had no intention of respecting our wishes and things got personal. They were disrespectful and mocking the state of our house and the expressions of our discomfort and anxiety. Certainly they all know how to be polite and respectful, but they were not. 
My exact words to the most disrespectful individual were, "If you're going to act this way, you can get the f[redacted] out of my house." His response was "I f[redacted]ing will!" I have already acknowledged my part in initiating the profanity, in response to the immense anxiety brought on by this mover. For that, I am to blame. In addition, the male homeowner did return to the house irate, having learned of this man's behavior, and did also lash out. However, it is further insulting and disrespectful to note, in a professional correspondence, your personal feelings about the "craziness" of our family. "Crazy" is a mental health slur. At no time did I hear this man utter that phrase. 
We never once told the men we had no money, but we did consider suing the company and expressed such. After this, things did calm down a bit. Our hope, in contacting the company, was that someone of managerial authority might reprimand the behaviors of the movers and the job might be carried out cooperatively and peacefully to completion. It was then the movers were instructed to unload everything back into our house and leave, and our family was dubbed "abusive" to the movers.
Despite this horrendous encounter, we were able to work with another moving company the very next day and had a pleasant and productive experience. With great compassion, understanding, and cooperation, this company was able to achieve what F. Ambrose Moving, Inc. could not.

Review: This morning, November 4, 2014, four employees of F. Ambrose Moving, Inc. came to our home to pack and move our furniture and possessions to our new home. At that time, we made them aware of our needs and concerns regarding the packing and moving process. We made it clear that we were under a tremendous amount of stress and have some health concerns to contend with (namely Multiple Sclerosis and anxiety disorders). We expressed appreciation for their understanding and respect toward our request not to make jokes or judgments about our needs, concerns, and restrictions. However, several movers continued to challenge and mock our anxious concerns. After repeatedly requesting that they handle the situation seriously and respectfully, they did not. At that point, in the midst of a panic attack, I lashed out and admittedly used profanity. I expressed my displeasure with their disregard for our satisfaction and told one mover in particular that he ought to leave, if he couldn't respect us. He responded profanely and left the premises. I called the company to let them know what happened. When they returned my call, the manager’s "solution" was to have the movers dump our possessions back into the first house and leave. She told us to find another moving company because, according to her, her employees shouldn't have to take our abuse. I am extremely dissatisfied with what took place and their method of handling the issue. I take responsibility for lashing out, but I am not happy with having been worked up into the position of losing my temper in the first place. The entire experience was traumatizing.Desired Settlement: I would like any charges to be fully refunded. In addition, I would appreciate a written apology recognizing their poor conduct and unprofessional behavior. I would also like to be assured that their employees will receive customer service/sensitivity training to enable them to better accommodate customers with special needs and concerns in the future.

Business

Response:

In response to this customers statement, I would say the

entire move was doomed from the time the men went in the door at 7:30 am. Nothing

had been packed or prepared for a move and there was no room to move anywhere

in the house. We were aware of the mental disorders within the house and my men

were trying to be as efficient as possible and make the best of an extremely anxious

and stressed family. After 5 minutes on the jobsite, they had been yelled at,

told not to touch anything until they were told to, subjected to in-house

fighting. There was never any requests, just “orders”.

The men were trying

to make the best of the tense situation and joked among themselves as they

always do on jobs to relieve some pressure. At no time were they disrespectful or discussing or alluding to any

family issues. They are all family men with children who have been in hundreds

of homes and circumstances and know how to be polite and respectful.

The mover who left the job was told “ to get out of my f….ing

house NOW. He did as he was told, after he said “you people are crazy” (which I

do not blame him).and he walked away with the male homeowner yelling after him

“can’t you fight like a man”. The customers told my men they had no money and

that they were going to sue us. I do not know any company that could continue

working in this kind of environment, so when the homeowner called me, I told

him I was instructing my movers to put back whatever they had loaded on the

truck in the first hour and to drive back to my warehouse. I thought it best to

vacate the premises before it escalated any further.

I did not charge them

for the boxes we had packed and left there, nor for the time we spent on site,

which normally would be a bill of $290.00. and I told the women customer that I

would refund her $ 100.00 deposit back to her. I wished her good luck and

recommended a few other movers to her. It is unfortunate that in the hour and

half that we were there that anyone can get so stressed as to create such

havoc. I hope they all get well and I

certainly wish them well in their new location. I sincerely apologize if my movers did anything

to aggravate the customers mental status, they are all going to a sensitivity

meeting for customers with special needs. Thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This is not an acknowledgement of unprofessional behavior or misconduct. While the waived fee for the boxes/time and follow-through with a special needs sensitivity meeting are appreciated, the behavior and actions of the employees remain inexcusable and unapologized for by the company. "I sincerely apologize if my movers did anything to aggravate the customers mental health status" is not an admission of their wrongdoing, and the lengthy response blaming the victims for these problems does not reflect remorse or repentance.