Buckeye Moving & Storage

Initial Business Response /* (1000, 5, 2015/08/10) */
We received email with concerns about experience, and areas of possible property damageNo furniture damage or damage to any other itemsHe talks about how the crew hustled but seemed inexperienced but couldn't tell us why they seemed
inexperienced, other than they were rushingWe addressed the areas of property damage and said we would inspect those and our paperwork and and if we were liable for damage to his residence we would make repairs to those areas(since that time we've received our driver paperwork back, which the customer clearly signed at origin and destination that he did a walk through of both residences and there was no property damage at either location)
He responds back with a video of a box falling off a dolly (clearly an accident) at destination saying this is the kind of service I'm gettingWe know that accidents happen all the time, but the driver inspected the box and no damage to the box, and it fell off because of it being a light box containing a lamp shadeThe driver was not malicious or negligent based on the video the customer provided, but we still talked to him about safely handling customer belongings and what transpiredThe customer also includes in his email the statement that before he post a review he wants to give us the opportunity to make things rightA response to the customer is emailed stating That while there doesn't seem to be any damage to the item, nor does the driver seem to be negligent, if there is any damage then the customer has full replacement coverage and any damage we caused would be coveredWe would "make right" any damage that we are liableWe told him we support reviews of our service online and welcome them and use to to improve our service
In regards to the beds the driver did forget his tools and he told the customer he forgot his toolsThe driver put the beds back together and asked customer if the beds were finger tightened would that be sufficientThe customer was emphatic about the beds being put together because that is what he paid for, so the driver did what the customer askedThe driver told the customer he would take care of itIt wasn't an issue, the driver didn't' complain, nor did he bring it up againHe just took care of the customerI'm sorry the customer didn't know the driver took care of it, but that isn't really justified as bad serviceThe driver said he would do something and did it
Because the customer wasn't offered a cash settlement for his move, he threatened to use social media to influence that decisionTo us that sounded like extortionWe do not work that wayWe address specific problems with specific solutionsThrowing money at a problem rarely solves a problem, and to date, we've heard lots of complaints from this customer about our poor service, yet we've not received notification of one instance of credible damage that we did to property or belongings of the customer or issues we didn't resolve immediately
When I asked the customer if the box containing the lamp shade that was dropped was damaged, the customer stated they hadn't even opened the box to look and see if it was damagedInstead he wanted to argue over how I knew it was a lampshade or not, instead of taking the time to actually open the box and inspect if it was a lamp shade and see if it was damagedHad the item been damaged we could have dealt with that situation right then and there, but instead the customer wanted to deal in hypothetical damage to an unknown item inside a box
In our business we feel it's best to deal with real issues and real solutions, instead of hypothetical problems and hypothetical solutions
What is we actually know as real to date:
We loaded the customer on time and delivered the customer on timeIn fact the customer said we were expedientThe customer received all of their items we loaded at origin
We know that the customer at both origin and destination stated there was no damage to either of their residences
To date we have not received indication of any damage to any items that belong to the customer other than verbal notification of boxes being crushedOf which none of these things were brought to the drivers attention at delivery
Our crew was nice and courteousIn a phone conversation with the customer he stated that he had no issues with Haydon the driver, and that he was doing a great job and everyone on the job was very nice and courteous
We had a box fall off a dolly that the driver inspected and did not see external damage to the boxWe addressed this issue with the driver
The bed was put together correctly with tools
As far as we know we've addressed every issue that the customer has hadiebed being put back together, box being dropped, etcWe are not aware of any specific issue that we haven't addressed
Based on this information we feel we've done everything we contracted with the customer to do and provided a quality serviceWe are unsure specifically what issues the customer has, nor are we sure how to resolve them
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me try to clarify some of my questions to youI tried to make clear that this was solely about the service provided and not any damages causedThe reason for this and the lack of any claims filed thus far are that I am still unpacking and documenting any issues that I findIn regards to the damage at my previous property I have notified the property managers and they will be determining the cost of the damage (since knowing this is a requirement to file a claim)
I have streamlined the formatting of my response and have attempted to consolidate it specifically to the questions I wish to have answered
Question - Will you send me a copies of our phone conversations that you recorded (without my consent) so that I may reference that as well?
Question - In your response you indicate that I state that the crew seemed inexperienced but that I didn't indicate why I felt that way other then that they were rushingIf you look at my initial complaint here you will see that I reference several reasons - specifically "Things I saw the movers do - when a piece of furniture doesn't fit through a space see if it will go when you apply more pressureArrows on boxes are only there for show, they don't actually matterStack heavy boxes on top of lighter ones, they won't collapse until we're gone, etc." (I have separated the complaints regarding running down the ramp, the tools for the bed, and dropping the box from the dolly into separate questions since your response did address those items)In regards to these items specifically (pushing items through spaces they don't fit, ignoring this side up arrows, and stacking heavy boxes on top of lighter ones) would you say that these are acceptable practices, regardless of damage caused?
Question - Both of our statements here, make very clear that the bed was properly put together in the endMy complaint is that I was not informed that a resolution had been reachedYes he asked to hand tighten it, yes I said no, yes he said he'd handle it, the part you leave out is the conclusion of that conversation was me saying "that is unacceptable." No matter what the resolution, do you think it was appropriate not to inform the client that a solution had been found?
Question - We both reference the speed at which they movedYou mark it as a positive and I mark it as a negativeWhile I do not want to debate whether having people run with boxes marked fragile is a good thing or a bad thing, I do want to zone in on the speed at which a dolly is operatedBecause of the weight that a dolly carries, the force of that will lend itself quite easily to an increase in speed on an incline such as the ramp off of a truckIn my limited experience (working over hire for a local IATSE chapter loading in sound and lighting equipment into various theatres), we were trained that resistance must be applied in cases like these to limit the force of impact at the bottom of the ramp for the safety of the items being moved as well as for your ownRegardless of property damage, do you feel that there is a point where what you describe as hustle becomes what I describe as reckless and if so how would you ever no if you don't take the clients word for it?
Question - You reference that I signed a form stating that there was no property damageHayden indicated at the time of me signing that form that I could walk through if I desired but that he guaranteed that there was no damage and that if I did find any damages that I could file a claim within daysWhile I understand that it is my own fault for signing that form as urged by your driver without doing an actual walk thru and just taking him at his word, what I don't understand is whether his statement that I would be able to make a claim within days was accurate or notOnce I have heard back from the property manager in terms of the cost of the damages, will you honor the statement your driver made of having days to amend my statement of no damages or will you deny the claim based upon my signature on that initial form?
Question - Speaking of those forms and suchI was not provided a copy of these and several other items that were quickly sped through at the end of the moveWill you provide me with a copy of all materials that were reviewed at that time for my further reference, especially anything that has my signature?
Question - You state "Because the customer wasn't offered a cash settlement for his move, he threatened to use social media to influence that decisionTo us that sounded like extortion." I don't want to jump to the conclusion of calling you a liar, but from my recollection of our phone conversation that is not at all how that transpiredMy memory is that I complained, was asked what I wanted, requested not to pay full price for inferior service, and was then accused of extortionI believe that following this and towards the conclusion of the phone call I stated that the only thing I had left to do was to post reviews online and file a complaint hereSince you have a recording of this conversation, can you confirm whether or not you have a recording of me saying anything about social media prior to your accusation of extortion? A transcript of the exact conversation will suffice but feel free to attach the original recording, you have my full permission
Question - While we're on the subject of things said in the phone conversation, can you clear one other thing up for meYou state (notice how I quote you directly in an attempt to not misrepresent what you are saying) "When I asked the customer if the box containing the lamp shade that was dropped was damaged, the customer stated they hadn't even opened the box to look and see if it was damagedInstead he wanted to argue over how I knew it was a lampshade or not, instead of taking the time to actually open the box and inspect if it was a lamp shade and see if it was damaged." From my recollection of this interaction the reason I provided for not having opened the box to check for damage was that the box had not been set aside by your driver as something to take a look at and I did not specifically set the box aside to call him out but as you can hear in the video I am answering questions from the other mover and working to assure things are put in their proper placeOf course you want the box to have a lampshade, its unlikely to be damaged if that were the caseCan you clarify this exchange from the recording and confirm if there is any way that you actually know that your statement that this box contains a lampshade is accurate? Please remember I do not wish to debate damage here, but service provided
Question - Speaking of this "accident." You state "The driver was not malicious or negligent based on the video the customer provided." I question whether holding a fragile mirror box in one hand while operating a dolly down a ramp with the other is proper techniqueI am not a professional mover, but find that when I move items on a dolly that the hand that is not holding the dolly is used to steady the material being movedFrom your statement it appears that you would disagree with thisDo you have procedures for proper care with a dolly and if so is this not one of them? Please refrain from making an exception for lamp boxes since we clearly disagree on what that box might have contained
Finally, let me reiterate, that these complaints are solely about the service providedWhile we will surely debate the claim I submit for damaged goods, this is covered by the insurance that I had to pay forRight now my concern is that your company takes zero responsibility for the quality of the service you provideYou continue to make a profit, continue to provide bad service, bully people once you've got them into a position with few alternatives, and the only solution you provide is to argue over the claims for the insurance that I paid forFor now however, my concern is that I don't believe I should pay full price for the poor service you providedDo you?
Final Business Response /* (4000, 9, 2015/08/12) */
We received email with concerns about experience, and areas of possible property damageNo furniture damage or damage to any other itemsHe talks about how the crew hustled but seemed inexperienced but couldn't tell us why they seemed inexperienced, other than they were rushingWe addressed the areas of property damage and said we would inspect those and our paperwork and and if we were liable for damage to his residence we would make repairs to those areas(since that time we've received our driver paperwork back, which the customer clearly signed at origin and destination that he did a walk through of both residences and there was no property damage at either location)
He responds back with a video of a box falling off a dolly (clearly an accident) at destination saying this is the kind of service I'm gettingWe know that accidents happen all the time, but the driver inspected the box and no damage to the box, and it fell off because of it being a light box containing a lamp shadeThe driver was not malicious or negligent based on the video the customer provided, but we still talked to him about safely handling customer belongings and what transpiredThe customer also includes in his email the statement that before he post a review he wants to give us the opportunity to make things rightA response to the customer is emailed stating That while there doesn't seem to be any damage to the item, nor does the driver seem to be negligent, if there is any damage then the customer has full replacement coverage and any damage we caused would be coveredWe would "make right" any damage that we are liableWe told him we support reviews of our service online and welcome them and use to to improve our service
In regards to the beds the driver did forget his tools and he told the customer he forgot his toolsThe driver put the beds back together and asked customer if the beds were finger tightened would that be sufficientThe customer was emphatic about the beds being put together because that is what he paid for, so the driver did what the customer askedThe driver told the customer he would take care of itIt wasn't an issue, the driver didn't' complain, nor did he bring it up againHe just took care of the customerI'm sorry the customer didn't know the driver took care of it, but that isn't really justified as bad serviceThe driver said he would do something and did it
Because the customer wasn't offered a cash settlement for his move, he threatened to use social media to influence that decisionTo us that sounded like extortionWe do not work that wayWe address specific problems with specific solutionsThrowing money at a problem rarely solves a problem, and to date, we've heard lots of complaints from this customer about our poor service, yet we've not received notification of one instance of credible damage that we did to property or belongings of the customer or issues we didn't resolve immediately
When I asked the customer if the box containing the lamp shade that was dropped was damaged, the customer stated they hadn't even opened the box to look and see if it was damagedInstead he wanted to argue over how I knew it was a lampshade or not, instead of taking the time to actually open the box and inspect if it was a lamp shade and see if it was damagedHad the item been damaged we could have dealt with that situation right then and there, but instead the customer wanted to deal in hypothetical damage to an unknown item inside a box
In our business we feel it's best to deal with real issues and real solutions, instead of hypothetical problems and hypothetical solutions
What is we actually know as real to date:
We loaded the customer on time and delivered the customer on timeIn fact the customer said we were expedientThe customer received all of their items we loaded at origin
We know that the customer at both origin and destination stated there was no damage to either of their residences
To date we have not received indication of any damage to any items that belong to the customer other than verbal notification of boxes being crushedOf which none of these things were brought to the drivers attention at delivery
Our crew was nice and courteousIn a phone conversation with the customer he stated that he had no issues with Haydon the driver, and that he was doing a great job and everyone on the job was very nice and courteous
We had a box fall off a dolly that the driver inspected and did not see external damage to the boxWe addressed this issue with the driver
The bed was put together correctly with tools
As far as we know we've addressed every issue that the customer has hadiebed being put back together, box being dropped, etcWe are not aware of any specific issue that we haven't addressed
Based on this information we feel we've done everything we contracted with the customer to do and provided a quality serviceWe are unsure specifically what issues the customer has, nor are we sure how to resolve them