America's Best Moving Company

As always, we take negative customer feedback seriouslyWe received a call from Ms [redacted] the day following her service and discussed these issuesWe agrees to take hours off her bill as a resultWe also explained the following:- We do a tremendous amount of referral and repeat businessWhen we get a request for a specific crew, we will enter it on our scheduleHowever, our crew leader sets the schedule for our crewsHe does receive the requests but can't always honor themIn this specific case, the requested crew was granted the day off because they had been working the past days in a rowAs you can imagine, this is a physical job and we want our crews to have the proper amount of time off- We do not charge our customers when our crews are on lunch breaks or any time they are on a breakWhen we asked the crew about this situation, we were told they let Ms [redacted] know they would be stopping for lunch on the way to the unloadThere was discussion as to if it was on the clock and the crew let her know it wasn't- When moving King mattresses they often need to be folded to get them through doorways and/or stairwaysThis is common practice for all moving companies- The dresser and mirror should never have been on the truckMore so, the mirror should never have been left at the pickup addressWe had tasked the crew to pick up the mirror and was told several times that it would be taken care of only to find out from Ms [redacted] that it wasn't completedAs a result, we asked the crew leader to call her directly to coordinate this pickupHe let her know that he would be there on 10/after 2:and Ms [redacted] told them she was ok with thisThe mirror was ultimately picked up when the crew leaders saidJeff had also called her, but was letting her know how upset he was with the crew that this was not completed as indicated by previous callsHe was in no way upset with Ms [redacted] Again, we do take all customer feedback seriously and work very hard to rectify any complaintWe are a small family business that is locally owned here in ColumbusOur reputation is paramount in the moving industryWe work very hard to make our customers happyAnd when we fall short, we still work hard to correct any issues

We truly apologize there was damage done to this customer's couchThe crew that was on this job has been with our company for several years so we are truly surprised by their actionsHowever, as a result, they are no longer with usAs we are a small, family owned business, our reputation is paramountWe always strive to provide the best possible service at the lowest cost to our customersWe have talked with this customer to resolve this issue and came up with the following solutionThe couch was purchased for $We are offering our this customer our full replacement insuranceThis is an additional cost of $and comes with a $deductibleThis would be a payment to the customer in the amount of $ Again, we never want a customer to have a bad experience with our companyWe are always strive to give our customers the best possible moving experienceUnfortunately in this situation, we fell short and want to make it right

When this customer was originally quoted, she was given an estimate of to hours (for a bedroom apartment) giving her an estimated total of between $to $with the average being approximately hours (estimated total of $476) This is for men at $per hour and a one time $truck chargeOn the day of this customer's service we unfortunately had to take one of our trucks out because of service issuesWe contacted our business partner, Ryder Truck rental to get a replacement but unfortunately, they were out of stockWe were left with combining crews and increasing the crews from men to men so that we could make sure all our customers still received service that day even if we were unable to arrive at the scheduled timeThis meant that the hourly rate would go up to $per hour but the number of hours it took to complete would go down resulting in the same price to the customer.? The morning of this customer's service (she was scheduled to get started between and 9:am) we called all customers that were affected by this issue to explain what had happened and how we were going to make sure everyone was still taken care ofWe fully explained that we would not be on time and would call when the crew was to minutes from arriving and gave an estimated arrival timeWe also fully explained that the crew would be a man crew and although the hourly rate would increase the amount of time would decrease and that the end price would remain the same as if it were a man crewThe man crew was able to complete this service in hours for a total of $which is within the estimate that was givenAgain, this was fully explained before the crew ever came to complete this service and this customer did not state there was any issue with our proposed resolution.? We do, and did on the day of service, apologize for the delay of the crewOur office in no way discriminated against this customer due to gender and/or age and the office staff that worked with this customer is also a female and age is not something that can be determined over the phoneIn fact, this customer was not the only customer affected by this issue on that day and were all maleWe worked very hard to make sure all customers were taken care of with the highest quality of serviceWhile we do strive to keep our fleet of trucks in proper working order, we do at times experience issuesWhen this occurs we do everything in our power to make sure all scheduled customers have ? their requests completedWe understand that moving dates are not flexible, so that rescheduling is not possible for them? Because we were late due to issues with the scheduled truck, we offer to refund this charge to the customer?

I reviewed the response made by the business in reference to complaint [redacted] and find the resolution is satisfactory to meRegards, [redacted]

We do agree our language on our website should be more clear and have addressed with the company that works on our siteI would like the opportunity to explain why we do not go further than regionallyI would have liked the opportunity to explain further on the phone with Ms***, but our
conversation ended abruptlyHowever, when Ms***'s mother called a short time later, I was able to further explainWhile we can provide service to New York, we are unable to provide this service at the significantly cheaper rate than a National Van line couldTherefore, we refer customers to go this routeWe feel that if we were to go through the process of providing a quote it would be waisting the customer's timeWe would much rather send them to a company that can provide the same service for a 3rd of the price Again, we apologize for the confusionWe are only trying to provide customers (weather ours or another company's) the appropriate service at the best price possibleIf you would like to further discuss, please let us know

I just heard from the company today, and they are sending me a check in the mail this week for the damagesThank you!*** ***

When this customer was originally quoted, she was given an estimate of to hours (for a bedroom apartment) giving her an estimated total of between $to $with the average being approximately hours (estimated total of $476) This is for men at $per hour and a one time $truck
chargeOn the day of this customer's service we unfortunately had to take one of our trucks out because of service issuesWe contacted our business partner, Ryder Truck rental to get a replacement but unfortunately, they were out of stockWe were left with combining crews and increasing the crews from men to men so that we could make sure all our customers still received service that day even if we were unable to arrive at the scheduled timeThis meant that the hourly rate would go up to $per hour but the number of hours it took to complete would go down resulting in the same price to the customer. The morning of this customer's service (she was scheduled to get started between and 9:am) we called all customers that were affected by this issue to explain what had happened and how we were going to make sure everyone was still taken care ofWe fully explained that we would not be on time and would call when the crew was to minutes from arriving and gave an estimated arrival timeWe also fully explained that the crew would be a man crew and although the hourly rate would increase the amount of time would decrease and that the end price would remain the same as if it were a man crewThe man crew was able to complete this service in hours for a total of $which is within the estimate that was givenAgain, this was fully explained before the crew ever came to complete this service and this customer did not state there was any issue with our proposed resolution. We do, and did on the day of service, apologize for the delay of the crewOur office in no way discriminated against this customer due to gender and/or age and the office staff that worked with this customer is also a female and age is not something that can be determined over the phoneIn fact, this customer was not the only customer affected by this issue on that day and were all maleWe worked very hard to make sure all customers were taken care of with the highest quality of serviceWhile we do strive to keep our fleet of trucks in proper working order, we do at times experience issuesWhen this occurs we do everything in our power to make sure all scheduled customers have their requests completedWe understand that moving dates are not flexible, so that rescheduling is not possible for them Because we were late due to issues with the scheduled truck, we offer to refund this charge to the customer

When this customer was originally quoted, she was given an estimate of to hours (for a bedroom apartment) giving her an estimated total of between $to $with the average being approximately hours (estimated total of $476) This is for men at $per hour and a one time $truck
chargeOn the day of this customer's service we unfortunately had to take one of our trucks out because of service issuesWe contacted our business partner, Ryder Truck rental to get a replacement but unfortunately, they were out of stockWe were left with combining crews and increasing the crews from men to men so that we could make sure all our customers still received service that day even if we were unable to arrive at the scheduled timeThis meant that the hourly rate would go up to $per hour but the number of hours it took to complete would go down resulting in the same price to the customer. The morning of this customer's service (she was scheduled to get started between and 9:am) we called all customers that were affected by this issue to explain what had happened and how we were going to make sure everyone was still taken care ofWe fully explained that we would not be on time and would call when the crew was to minutes from arriving and gave an estimated arrival timeWe also fully explained that the crew would be a man crew and although the hourly rate would increase the amount of time would decrease and that the end price would remain the same as if it were a man crewThe man crew was able to complete this service in hours for a total of $which is within the estimate that was givenAgain, this was fully explained before the crew ever came to complete this service and this customer did not state there was any issue with our proposed resolution. We do, and did on the day of service, apologize for the delay of the crewOur office in no way discriminated against this customer due to gender and/or age and the office staff that worked with this customer is also a female and age is not something that can be determined over the phoneIn fact, this customer was not the only customer affected by this issue on that day and were all maleWe worked very hard to make sure all customers were taken care of with the highest quality of serviceWhile we do strive to keep our fleet of trucks in proper working order, we do at times experience issuesWhen this occurs we do everything in our power to make sure all scheduled customers have their requests completedWe understand that moving dates are not flexible, so that rescheduling is not possible for them Because we were late due to issues with the scheduled truck, we offer to refund this charge to the customer

I reviewed the response made by the business in reference to complaint ** *** and find the resolution is satisfactory to meRegards, *** ***

I reviewed the response made by the business in reference to complaint ** *** and find the resolution is satisfactory to meRegards, *** ***

Below [attached actually] is the correspondence between our company and Ms***As you will see we offered Ms*** the insurance payment on the damageIn addition, we did not charge her for the service because we felt the crew did not complete it in accordance to our company’s training and
reputationAlso, as a result of Ms***’s service the crew was terminated from our company so that this does not happen again. We are still willing to submit this insurance payment with accordance to the level selected on this service, which covers $per poundIf Ms*** agrees, we are happy to send out.Thank you!

We truly apologize there was damage done to this customer's couchThe crew that was on this job has been with our company for several years so we are truly surprised by their actionsHowever, as a result, they are no longer with usAs we are a small, family owned business, our reputation is
paramountWe always strive to provide the best possible service at the lowest cost to our customers. We have talked with this customer to resolve this issue and came up with the following solutionThe couch was purchased for $We are offering our this customer our full replacement insuranceThis is an additional cost of $and comes with a $250 deductibleThis would be a payment to the customer in the amount of $550. Again, we never want a customer to have a bad experience with our companyWe are always strive to give our customers the best possible moving experience. Unfortunately in this situation, we fell short and want to make it right

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution will suffice.
Regards,
*** ***

As always, we take negative customer feedback seriouslyWe received a call from Ms*** the day following her service and discussed these issuesWe agrees to take hours off her bill as a resultWe also explained the following:- We do a tremendous amount of referral and repeat businessWhen
we get a request for a specific crew, we will enter it on our scheduleHowever, our crew leader sets the schedule for our crewsHe does receive the requests but can't always honor themIn this specific case, the requested crew was granted the day off because they had been working the past days in a rowAs you can imagine, this is a physical job and we want our crews to have the proper amount of time off- We do not charge our customers when our crews are on lunch breaks or any time they are on a breakWhen we asked the crew about this situation, we were told they let Ms*** know they would be stopping for lunch on the way to the unloadThere was discussion as to if it was on the clock and the crew let her know it wasn't- When moving King mattresses they often need to be folded to get them through doorways and/or stairwaysThis is common practice for all moving companies- The dresser and mirror should never have been on the truckMore so, the mirror should never have been left at the pickup addressWe had tasked the crew to pick up the mirror and was told several times that it would be taken care of only to find out from Ms*** that it wasn't completedAs a result, we asked the crew leader to call her directly to coordinate this pickupHe let her know that he would be there on 10/after 2:and Ms*** told them she was ok with thisThe mirror was ultimately picked up when the crew leaders saidJeff had also called her, but was letting her know how upset he was with the crew that this was not completed as indicated by previous callsHe was in no way upset with Ms***Again, we do take all customer feedback seriously and work very hard to rectify any complaintWe are a small family business that is locally owned here in ColumbusOur reputation is paramount in the moving industryWe work very hard to make our customers happyAnd when we fall short, we still work hard to correct any issues

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution will suffice.
Regards,
*** ***

As always, we take negative customer feedback seriouslyWe received a call from Ms*** the day following her service and discussed these issuesWe agrees to take hours off her bill as a resultWe also explained the following:- We do a tremendous amount of referral and repeat businessWhen
we get a request for a specific crew, we will enter it on our scheduleHowever, our crew leader sets the schedule for our crewsHe does receive the requests but can't always honor themIn this specific case, the requested crew was granted the day off because they had been working the past days in a rowAs you can imagine, this is a physical job and we want our crews to have the proper amount of time off- We do not charge our customers when our crews are on lunch breaks or any time they are on a breakWhen we asked the crew about this situation, we were told they let Ms*** know they would be stopping for lunch on the way to the unloadThere was discussion as to if it was on the clock and the crew let her know it wasn't- When moving King mattresses they often need to be folded to get them through doorways and/or stairwaysThis is common practice for all moving companies- The dresser and mirror should never have been on the truckMore so, the mirror should never have been left at the pickup addressWe had tasked the crew to pick up the mirror and was told several times that it would be taken care of only to find out from Ms*** that it wasn't completedAs a result, we asked the crew leader to call her directly to coordinate this pickupHe let her know that he would be there on 10/after 2:and Ms*** told them she was ok with thisThe mirror was ultimately picked up when the crew leaders saidJeff had also called her, but was letting her know how upset he was with the crew that this was not completed as indicated by previous callsHe was in no way upset with Ms***Again, we do take all customer feedback seriously and work very hard to rectify any complaintWe are a small family business that is locally owned here in ColumbusOur reputation is paramount in the moving industryWe work very hard to make our customers happyAnd when we fall short, we still work hard to correct any issues

We do agree our language on our website should be more clear and have addressed with the company that works on our siteI would like the opportunity to explain why we do not go further than regionallyI would have liked the opportunity to explain further on the phone with Ms***, but our
conversation ended abruptlyHowever, when Ms***'s mother called a short time later, I was able to further explainWhile we can provide service to New York, we are unable to provide this service at the significantly cheaper rate than a National Van line couldTherefore, we refer customers to go this routeWe feel that if we were to go through the process of providing a quote it would be waisting the customer's timeWe would much rather send them to a company that can provide the same service for a 3rd of the price Again, we apologize for the confusionWe are only trying to provide customers (weather ours or another company's) the appropriate service at the best price possibleIf you would like to further discuss, please let us know.

We truly apologize there was damage done to this customer's couchThe crew that was on this job has been with our company for several years so we are truly surprised by their actionsHowever, as a result, they are no longer with usAs we are a small, family owned business, our reputation is
paramountWe always strive to provide the best possible service at the lowest cost to our customers. We have talked with this customer to resolve this issue and came up with the following solutionThe couch was purchased for $We are offering our this customer our full replacement insuranceThis is an additional cost of $and comes with a $250 deductibleThis would be a payment to the customer in the amount of $550. Again, we never want a customer to have a bad experience with our companyWe are always strive to give our customers the best possible moving experience. Unfortunately in this situation, we fell short and want to make it right