Bill & Ben the Mighty Moving Men Inc

Initial Business Response /* (1000, 8, 2014/05/30) */
***,
We are sorry for any inconveniences that we may have caused youWe see your move was estimated at approximately hours, but does not include any information about a storage unit, or any information about when an elevator
has been reservedWhen we book in moves we offer two time slots, a morning and an afternoon spot, we are never able to guarantee start times for afternoon moves as there are so many factors that determine when we will get to the pm jobsThis information is explained at the time of booking and this is also why we try and get as much information about the booking as possible so we can plan for our moves (elevator times, possession times, storage lockers etc)I understand that the information you were given from dispatch was inaccurate and we are very sorry for thatWhen we arrive at the morning moves we try and update the afternoon customer as best as we can but moves can go long as the morning customers can have a lot more to move than originally planned, or they are not able to access the drop off location on time etcThis can sometimes affect the afternoon move as it did in your case
As for the amount charged and the items not moved, unfortunately we are unable to compensate further for your moveWe do have a three hour minimum charge, two hours of moving plus the one hour travel time, we did not charge the one hour travel time due to the late start and we also sent movers at the two man rate ($per hour for men), having these extra crew members allowed your move to go faster, also saving you moneyIf you want to use the company to finish the rest of the move we could offer you a rate of $per hour, and slot you in for a morning start time (between and 9:guaranteed start time)
Again we are sincerely sorry for any inconveniences we caused you
Initial Consumer Rebuttal /* (3000, 10, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept the apology, so thank you for that
What I do not accept is the storage unit was explained when I booked the moving company at lease timesAlso it was not explained that you do not guarantee times in the afternoon, if that was explained to me I would have seeked out another moving companyI was not updated regularly as I was promised calls back and never received them which meant I was calling you when you said you were going to call and never didI understand that sometimes things get delayed and I can accept that however hours late and no phone calls to update us was not acceptable.***
I will never use your service again nor pay any more money for your moving servicesWe handled the storage locker ourselves

Initial Business Response /* (1000, 5, 2015/01/14) */
We request that all claims are documented and reported to us with 60 days which it states on the bill of lading you would have signed off on. In special circumstance we have allowed a grace period of an additional 30 days as we understand...

customers need time to settle into their home and document the information we require.
Unfortunately this claim was submitted too far after the final move was completed for us to process any claim. All terms and condition of claim is on the bill of lading, as well as the booking confirmation you received via e-mail back in July. The documents you submitted were notarized on April 22nd 2014, not January 2014 as you stated. The documents were received approximately six months after the move was completed and this complaint is now coming in almost a year and half after the move was completed.

Just wanted to comment on the excellent service we received from the St. Albert location. The supplier had messed up on the delivery date, and Sabrina went out of her way to accommodate our needs.
The deliver men were very professional and efficient.