MrSander's response indicates a serious disregard for our complaint, leaving it unresolved. Apparently, his response was based upon misinformation from his staff and moving crew, or a totally self made defense void of the true facts, resulting in an image of his company that is lacking in honesty, integrity, or ability to take ownership and responsibility, and performing in a professional way
We challenge a number of his responses, as follows:
1) *** *** ***, of his company knew early on that the move would involve Sanders doing the packing; he has since admitted to his error of not informing the moving crew and sending packing boxes and stated that he took full responsibility for that error
2) Nothing hostile took place. *** *** voiced his disappointment when the moving crew had come to only move us, and in particular when he was told that they would probably not work on Sunday (necessary to give the buyers of our home an opportunity to make a final walk-through on Sunday at 3:p.m.. Once this issue was resolved, *** *** apologized to the crew and treated them to lunch (does that sound like a hostile environment his men were working in?)3) The moving crew took breaks during the packing, loading and unloading (could they have done this if they were being pushed to hurry?) We were charged for to hours of labor for to men at each process - packing, loading, unloading (Does that sound like anyone was rushed or prodded to hurry?)
4) We were not constantly on site monitoring the move. Why should we engage in supervision when we were paying good money to get packed and moved?
5) NO OPTION OF USING HANGER BOXES, OR ANY OTHER BOX SIZES OR PRICE WAS EVER OFFERED OR EVEN DISCUSSED!!! To pay $per wardrobe box would have been cheaper than getting wrinkles our of ALL of our hanger clothes (an un-reimbursed expense at this point)6) Missing from MrSander's response was an answer for unlabeled boxes and boxes that had doodlings drawn on them. I am attaching one such box to give you a picture of what we are talking about.. No reasonable person would ever instruct a packing crew to do such a thing. This type drawing was on many of the boxes. Also, he pleads the Bill of Lading as proof of our satisfaction. As stated earlier, *** *** felt he had to sign whatever was presented in order to get the move completed A serious regret of ours is that we didn't read through the fine printWe are appalled that MrSanders wants to "stonewall" the issues, resulting only in biased defense of himself, his staff, and his moving crew. He has yet to suggest how we might resolve our complaints
The movers came back this evening and cleaned up their mess They fixed my crib and the butcher block They brought shelf holders and straightened the legs for my shelving units They moved the boxes downstairs that I asked them to At this point I am satisfied
Thank you for your help!
***
My company gave a quote to the [redacted] based on
information provided. All of our quotes are based on...
information
provided by potential customers and is as follows: We have a 2 hour
minimum fee and then an hourly charge. Information provided was that
they would have their belongings packed and ready to move. We also instruct
customers to pack and personally move any and all valuables and/or electronics
to avoid damage or misplacement. On the day of the scheduled move my mover's
arrived at the residence and found that no packing had been completed, nor had
any packing started. My movers were then informed that they wanted our company
to pack all of their belongings and to do it in a hurry because they needed to
be out of the residence by the next day. The customers were very hostile
towards my movers, yelling and so forth. My lead man contacted me and I could hear the customers in
the background. I informed my crew to tell the customers that they would need
to find another moving company because 1. We were not informed of the packing
and 2. because I do not approve of customers being hostile toward my movers, especially when it begins upon arrival. The customers calmed enough to
explain that they did not want any of the other companies that they had
contacted and that they were just stressed from the move and asked if we would
pack them and move them. They further stated that they prefer my company to move them because they had heard good reviews and had a family friend refer them personally. We agreed to pack and relocate the customers. During
the packing process the customers were constantly rushing my employees because
they knew that they were being billed by the hour, but my crews do the best job they can as they do on any job. My movers packed and
relocated the customers as they were instructed by the customers. The customers
were on site and monitoring the movers throughout the entire process. The boxes
used to pack the belongings were chosen by the customer based on the price of
the boxes. The writing on the boxes by my movers was verbally instructed by the
customers.
Furthermore, The Bill of Lading for each day contains the signature of [redacted], husband of complainant, stating that the "shipment was received in good condition and services ordered were performed" There were also no complaints from customers regarding fees for services as described on Bill of Lading... See attachment
MrSander's response indicates a serious disregard for our complaint, leaving it unresolved. Apparently, his response was based upon misinformation from his staff and moving crew, or a totally self made defense void of the true facts, resulting in an image of his company that is lacking in honesty, integrity, or ability to take ownership and responsibility, and performing in a professional way
We challenge a number of his responses, as follows:
1) *** *** ***, of his company knew early on that the move would involve Sanders doing the packing; he has since admitted to his error of not informing the moving crew and sending packing boxes and stated that he took full responsibility for that error
2) Nothing hostile took place. *** *** voiced his disappointment when the moving crew had come to only move us, and in particular when he was told that they would probably not work on Sunday (necessary to give the buyers of our home an opportunity to make a final walk-through on Sunday at 3:p.m.. Once this issue was resolved, *** *** apologized to the crew and treated them to lunch (does that sound like a hostile environment his men were working in?)3) The moving crew took breaks during the packing, loading and unloading (could they have done this if they were being pushed to hurry?) We were charged for to hours of labor for to men at each process - packing, loading, unloading (Does that sound like anyone was rushed or prodded to hurry?)
4) We were not constantly on site monitoring the move. Why should we engage in supervision when we were paying good money to get packed and moved?
5) NO OPTION OF USING HANGER BOXES, OR ANY OTHER BOX SIZES OR PRICE WAS EVER OFFERED OR EVEN DISCUSSED!!! To pay $per wardrobe box would have been cheaper than getting wrinkles our of ALL of our hanger clothes (an un-reimbursed expense at this point)6) Missing from MrSander's response was an answer for unlabeled boxes and boxes that had doodlings drawn on them. I am attaching one such box to give you a picture of what we are talking about.. No reasonable person would ever instruct a packing crew to do such a thing. This type drawing was on many of the boxes. Also, he pleads the Bill of Lading as proof of our satisfaction. As stated earlier, *** *** felt he had to sign whatever was presented in order to get the move completed A serious regret of ours is that we didn't read through the fine printWe are appalled that MrSanders wants to "stonewall" the issues, resulting only in biased defense of himself, his staff, and his moving crew. He has yet to suggest how we might resolve our complaints
The movers came back this evening and cleaned up their mess They fixed my crib and the butcher block They brought shelf holders and straightened the legs for my shelving units They moved the boxes downstairs that I asked them to At this point I am satisfied
Thank you for your help!
***
My company gave a quote to the [redacted] based on
information provided. All of our quotes are based on...
information
provided by potential customers and is as follows: We have a 2 hour
minimum fee and then an hourly charge. Information provided was that
they would have their belongings packed and ready to move. We also instruct
customers to pack and personally move any and all valuables and/or electronics
to avoid damage or misplacement. On the day of the scheduled move my mover's
arrived at the residence and found that no packing had been completed, nor had
any packing started. My movers were then informed that they wanted our company
to pack all of their belongings and to do it in a hurry because they needed to
be out of the residence by the next day. The customers were very hostile
towards my movers, yelling and so forth. My lead man contacted me and I could hear the customers in
the background. I informed my crew to tell the customers that they would need
to find another moving company because 1. We were not informed of the packing
and 2. because I do not approve of customers being hostile toward my movers, especially when it begins upon arrival. The customers calmed enough to
explain that they did not want any of the other companies that they had
contacted and that they were just stressed from the move and asked if we would
pack them and move them. They further stated that they prefer my company to move them because they had heard good reviews and had a family friend refer them personally. We agreed to pack and relocate the customers. During
the packing process the customers were constantly rushing my employees because
they knew that they were being billed by the hour, but my crews do the best job they can as they do on any job. My movers packed and
relocated the customers as they were instructed by the customers. The customers
were on site and monitoring the movers throughout the entire process. The boxes
used to pack the belongings were chosen by the customer based on the price of
the boxes. The writing on the boxes by my movers was verbally instructed by the
customers.
Furthermore, The Bill of Lading for each day contains the signature of [redacted], husband of complainant, stating that the "shipment was received in good condition and services ordered were performed" There were also no complaints from customers regarding fees for services as described on Bill of Lading... See attachment