Initial Business Response /* (1000, 7, 2015/08/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Mrs. [redacted] called our office for information for a move on July 24, 2015. The customer was asked routine questions that allow us to assign...
the correct crew 2, 3, or 4 men, and judge how long it will take them. These questions are: What do you need the men to move, where are they moving from and to, the location (floor) in the home that the furniture is located and the location in which it is going into. Mrs [redacted] described that she had a 2 bedroom apartment on the 1st floor and a pool table in storage on the first floor. She said she would be moving locally to the first floor. Based on the information she gave, she was given a rate for 2 men and was told it would take them approx. 3-4 hours (average time is 1 hour per room total moving time) the pool table slates carried an extra charge of $30. On July 24, 2015 the men loaded her 2 bedroom apartment and when they went to get the pool table out of storage the customer decided she wanted the full 10x20 storage unit moved. We use 26' trucks, they hold 6-7 rooms. The truck had enough room left for the pool table as she had originally contracted, but not for the fully packed 10x20 area. We have a self storage facility, and this unit holds 5 rooms. The movers informed her of such, and she called the office and scheduled movers again on Tuesday, July 28th to move the contents of the 10x20 storage area and informed us of an oil spot on her drive. The following day we were out and cleaned the quarter size oil leak off her driveway. . On July 24, 2015 her bill was for 3 hours. For 2 Men for 3 Hours we charge $345 (standard rates can be found on our website www.bensmovingandstorage.com. She was charged $345. The moving for her storage area completed on 7/28/2014 ran 2.5 hours + the pool table = $330.00, She paid $265. We have refunded this customer $65 for wall damages-in which she would not let us inspect. If the customer would have been more forth coming with the amount of furnishings she actually had to move we would have sent out 2 trucks and 4 men to complete the job on 7/24/2015. Regardless, the total labor hours would have been the same and she would have paid the same. We have tried to resolve this issue by contacting the customer to see what the problem was and how it could be cleared up, but she stated she did not write this complaint, but merely signed it.
Initial Business Response /* (1000, 7, 2015/08/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Mrs. [redacted] called our office for information for a move on July 24, 2015. The customer was asked routine questions that allow us to assign...
the correct crew 2, 3, or 4 men, and judge how long it will take them. These questions are: What do you need the men to move, where are they moving from and to, the location (floor) in the home that the furniture is located and the location in which it is going into. Mrs [redacted] described that she had a 2 bedroom apartment on the 1st floor and a pool table in storage on the first floor. She said she would be moving locally to the first floor. Based on the information she gave, she was given a rate for 2 men and was told it would take them approx. 3-4 hours (average time is 1 hour per room total moving time) the pool table slates carried an extra charge of $30. On July 24, 2015 the men loaded her 2 bedroom apartment and when they went to get the pool table out of storage the customer decided she wanted the full 10x20 storage unit moved. We use 26' trucks, they hold 6-7 rooms. The truck had enough room left for the pool table as she had originally contracted, but not for the fully packed 10x20 area. We have a self storage facility, and this unit holds 5 rooms. The movers informed her of such, and she called the office and scheduled movers again on Tuesday, July 28th to move the contents of the 10x20 storage area and informed us of an oil spot on her drive. The following day we were out and cleaned the quarter size oil leak off her driveway. . On July 24, 2015 her bill was for 3 hours. For 2 Men for 3 Hours we charge $345 (standard rates can be found on our website www.bensmovingandstorage.com. She was charged $345. The moving for her storage area completed on 7/28/2014 ran 2.5 hours + the pool table = $330.00, She paid $265. We have refunded this customer $65 for wall damages-in which she would not let us inspect. If the customer would have been more forth coming with the amount of furnishings she actually had to move we would have sent out 2 trucks and 4 men to complete the job on 7/24/2015. Regardless, the total labor hours would have been the same and she would have paid the same. We have tried to resolve this issue by contacting the customer to see what the problem was and how it could be cleared up, but she stated she did not write this complaint, but merely signed it.