Berger Travel Agency, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I am sorry that you received conflicting information regarding the advertised price on the postcard.  This was a fall promotion.   We ended the promotion on November 15th to allow time for customer redemption but can see why you were disappointed in our handling of this situation with...

you.  I would like to invite you into our spa and honor the $39.99 advertised offer.  I have left a note in our system specifying that you will receive the $39.99 price for your first visit.  As you were told initially, you can receive both a massage and a facial on your first visit for $79.98.  ($39.99 for each service). I am sorry that your initial experience has been difficult.  We look forward to seeing you in our spa![redacted]Owner[redacted]

It was a pleasure working with the [redacted] family.  They have been great people to work with over the years as we have moved them several times and have even moved many of their extended family.  The multiple other moves we have done for the [redacted] family have all been done with the same...

paperwork as we have not made any changes to our Terms and Conditions Agreement.  I do apologize about the load shifting during transit that caused the air hockey table damage.  We have offered a monetary settlement for this damage and hope to satisfy the [redacted] family in this way per our Terms and Conditions Agreement.  We spent an entire day packing boxes and preparing furniture for the move.  The day of the move we had 6 men and three 26 foot box trucks loading the household goods for the trip to **.  Each of the trucks are weight rated and DOT authorized to transport 8,000+ pounds of which our movers loaded the trucks top to bottom and front to back full to the max.  This total of 24,000+ pounds is more than our estimater quoted, but we felt obligated to keep the price the same as quoted for our repeat client.  We are not able to accommodate the [redacted] family's request for a flat 10 percent discount off the move.  As in previous moves done for the family, we do offer an additional coverage for an additional price based on the deductible chosen.  The additional coverage must be purchased and paid in advance of the move.  In most instances, our additional coverage premium is 50 percent of the move.  ie the move is $10,000 and the additional coverage is $5,000.  The premium goes up or down based on the deductible of choice and again, all this is mandatory to be done before the move starts so that documentation of each item's condition and value is agreed upon before the move starts. This is a moving industry standard and has been our standard for each move we do.  We have offered the [redacted] family compensation for the damaged air hockey table as agreed to in the Terms and Conditions. Respectfully Yours

The offer of $50 refund was our attempt to satisfy the customer complaint that she thought the guys spent to long getting furniture down a winding stair case.  We also asked that with her acceptance of the refund, that she would post on her on-line reviews that our moving company rectified the her complaint and that she would leave a positive review or remove the complaint.   NOT bribery -- CUSTOMER SERVICE!!!!

Ms. [redacted],      First of all we apologize that there were issues with your move. As far as the claim process at My Guys Moving, by contract we have a maximum of 30 days to respond to your claim after it has been submitted within 7 days of your move. Both of these requirements...

have been fulfilled. In response to your complaint as per contact we give the customer two options. 1.) To have the item repaired by our company's designated furniture repair specialist or 2.) the customer can receive a cash or card deposit in the amount decided by the terms and conditions of the contract. When you signed the the insurance policy, it states that if your item does not go over the $500 deductible it is not covered via the 3.50 per pound coverage. Since our specialist only quoted the repair at $150.00 it is not covered; however, because as a local company we want to strive for the best customer service possible, [redacted] is willing to pay to repair your table or pay you the $150.00. Please let us know what you choose. If you feel that any of this information is incorrect we can provide pictures proving this information correct upon request.Respectfully,[redacted]Marketing ManagerMy Guys Moving Central Virginia

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution Is fine. I will wait for the business to perform this action (credit my card $150) and, if it does, will consider this complaint resolved.
Regards,
[redacted]