Ark Movers & Storage

I was very surprised to have received a complaint via the Revdex.comWe performed a move for our customer on May 4thUpon arriving the movers were informed that the freight elevator was brokenWe asked the customer if she could move on a different day as this would hugely impact the time the move
would takeShe was unable toThis was probably one of the hardest jobs we have ever done in over yearsThe customer lived on the 18th floorThere was one elevator that could be used and it was very small- not meant for moving furniture and all the tenants were using itSo every load you would be stopped numerous times on the way down and get yelled at by tenants because the elevator was full and then wait to get the elevator to go back up where you kept being stopped on floorsImagine going to your doctors office and how long it takes to go up say floorsNow picture floors up and down. On top of this the apartment building would not let us use the front door so the men had to walk well over the length of a football field to get to the truckYou can just imagine how long each trip would take!! Now this was not the customers fault, nor the moversWe called in a second team to help with the move as she had to be into the new building by a certain timeEvery man on this job could barely walk the next day-literallyThe customer was pleased with the job that was done especially with all this problemsThere was a desk that she had in her officeThis desk was to big to fit on the regular elevatorAbsolutely would not fitThe freight elevator was fixed but they would not let us use itThey were finally able to get the maintenance man to let us use the elevator to take this desk downIt was one of the last pieces of the dayThe movers had talked with the customer and they all agreed that she would be taking over some pictures and other small miscitems that were left over so they could get to the new place-start unloading and get moving crews off the clock for herWe unloaded and leftThe customer than called me regarding a small glass shelf that was part of the deskShe could not find itI get or calls a year where someone cannot find something and they always doIf it is something like a remote for a tv, I call the men ask them where it is and they tell meIf it is a box I always say it is there somewhere just look around at all the boxes, my experience from talking with customers is it is somewhere they have been looking and just missed it the first timeWe have never not had someone not find what they are looking forSo my advice had been to look around, as I know it was not left on the truckShe then called back about a week later saying she still could not find the shelfI had talked with my lead man and at that time he talked with most of the men and no one was absolutely sure where the shelf wasI told her I could have someone come over and look for her as I was sure the shelf was thereMy lead man was willing to go that dayAs it turns out she is not able to be home until around 7pmI said that was a little late so how about we have someone come out on a Saturday for herI did also tell her at that time I was not worried about paying for a shelf as something that size would probably be around $but I was sure it was there somewhereNow this was Memorial day weekendOver the holiday she had sent me an email with an estimate for the shelf from a company she was usingShe also then contacted the Revdex.com on this holiday weekendI did not receive any of these until TuesdayI was in complete shock as I had offered to have someone come over and look for the shelf and worst case we would buy her a new oneMeanwhile one of the movers that had been off was back to workHe knew exactly where the shelf wasThey had left it against the wall in the office of the old condo as she had told them she would be taking over all the small items herselfAgain we did this to get off the clock and she was very agreeable to thisNo one was being lazy of disrespectful we were trying to help her save moneyWe could have stayed another hour on the clock to get all the little items and she would have been paying for moversI had called a local glass company that we know well and are very respectedThe cost of the shelf to replace was $29.27- and only this much because it had tempered glassI gave her the name and phone number of this glass company and advised her to use them in the future as the cost difference from the company she had contactedI then sent her a check out for $Now I never had a problem with this....I just asked her to look around first and if she could not find I would send someone overWhen I asked her why she had contacted Revdex.com she said she just wanted to make sure it was taken care of and as soon as she received the check she would take it offWhich it does not work that waySo the complaint that was made against us was all over something that she had either taken over herself and is not sure where she put it or she left behind at the apartmentWe still were willing to take responsibility and in the process of helping herI also asked her why she would send this complaint in when she knew she did not get home late so we had agreed on a Saturday and since it was the holiday it would have been the following SaturdayHer only answer to this was she can put in her complaint is satisfiedWe had only really been dealing with this complaint which I really thought initially was just a question, for a couple of weeksWe would have been out the same day if not so late at nightWe were in contact with one another -except for the holiday weekendWe as a moving company all work days a week all year, except for a couple of holiday weeks throughout the yearSo no I did not check my email Saturday, Sunday, or Monday- Memorial DayWe really tried to bend over backwards for this customerMany companies would have refused to do the job with the broken freight elevatorYes normally the desk would have been completely put back together- now remember this is just a small glass shescrews no assemblyYou have to look at the whole picture and understand we were trying to look out for the customer and get off the clockI am very sorry the shelf is missing- it did not disappear into thin air and it was not on our trucksWe tried to do everything we could and were still in the process of working this out. Please accept our apologies for any inconvenienceWe thought we were doing bestIf you have any questions please contact me