City Hound Professional Movers

I am writing on behalf of City Hound Professional Movers, as the general manager, in response to [redacted]’s complaint to the Revdex.com dated 01/26/18 [redacted] seeks a $200.00 refund for moving services City Hound Professional Movers performed and completed to her satisfaction.[redacted]’s...

complaints: [redacted]’s reason for seeking a refund is either: 1. A billing error caused [redacted]’s (or her relatives) credit card to be billed two weeks after services were rendered. or, 2. During communications leading to this complaint, [redacted] treated to publish negative reviews about City Hound Professional Movers if I did not issue a full refund.City Hound’s response to each argument.1. [redacted] has failed to show any legal, factual or even moral grounds to justify a refund. [redacted] has paid only the $200.00 agreed upon and has not received duplicate bills. The fact that the charge to the credit card was made two weeks after the services rendered fails to show how this caused her to suffer. Further, with all due respect, if the IRS were to refund every taxpayer for which a billing error has caused an inconvenience or distress, the IRS would be history. I strive to have the highest of standards and provide an old fashioned high quality of services to people. I am disturbed that [redacted] would act in this manner but I know I have done all I can for her.2. [redacted] stated that we are insinuating her blackmailing us for “what she is already paid for”. In fact, it is clear that the customer wanted a refund for not posting a bad review and for not reporting the company to Revdex.com. If a customer would have said: “Guys I want a refund for the mistake that you did” it wouldn’t look like blackmailing. But when a person is using a conjunction “OR” and says “I expect a FULL refund for this customer service, or will be reporting this to the Revdex.com, and posting a review” that makes it sound like it and that is why we asked her what her threat meant.To the best of my knowledge, the facts are simple. We provided services for [redacted] for a flat sum of $200. We carried out our services to her satisfaction. [redacted]’s credit card was not charged until two weeks after the services were rendered. [redacted] was not then, nor has she ever been charged twice for services rendered by City Hound; she has paid only the $200.00 agreed to. If [redacted] were seeking a refund for charges wrongfully made or made in excess of the amount owed, I would correct the problem with a moment’s notice. As it were, [redacted] has not identified anything my company (City Hound Professional Movers), my employees, or myself, has done wrong to justify paying her the monies she seeks. I am attaching below a series of emails and our summary of emails.  etc., that go further into the details of the events leading to this complaint. I hope this proves helpful.SummaryOn the 1/6/18 we had a moving project with [redacted]. The initial charge for the services was $200. Our moving crew showed up on time, ready, fully equipped and did a great job. By the time job was complete, we took a credit card number and by mistake didn’t process it on 1/6/18. On 01/21/18 we realized that credit card charge wasn’t submitted and e-mailed the customer, apologized and explained the situation, hoping for her understanding and cooperation on this issue. Company left a voice mail as well, saying that we apologize one more time, but this situation happened and asked her to give us a call back at her earliest convenience to resolve the issue.We received an email with statement that this is a bad business practice, and that is impossible that charge didn’t go through. She assured us that the charge went through. Which is a false info –charge has not been submitted yet.In our reply to her email we were trying to explain the situation, why this happened and we were hoping for her understanding that every business can make a mistake. Of course, we didn’t even HAVE to explain her why we made a mistake, we could have just said that we haven’t charged her. But we did explained the situation and customer used it against us.When we were able to find the credit card info, we notified the customer, that we found it. Asked the customer to take a minute and look at the bank statement to make sure everything is okay.On what we received another reply:Again, customer was stating that this is poor business practice and stated that others should be warned. Customer asked to fix the problem and find the solution: “What is your solution, Andrew?”Company assured the customer that this is not our regular business practice and if something wrong would happened we as reputable company would take care of it. We asked “what we can do for customer as a solution?”Customer replied:“You didn't take care of it, you realized you made a mistake TWO WEEKS later and then decided to charge the card without confirming with me if the original payment went through on my side. This is completely unacceptable. I expect a FULL refund for this customer service, or will be reporting this to the Revdex.com, and posting a review - with this email exchange - on Google Reviews and on Yelp.”Company reply was next:As a reputable moving company we not paying anyone to not post a reviews. And it does sounds like blackmailing. “Give me full refund OR I will be reporting you to Revdex.com and posting review”. Doesn’t it?Company provided a great service and expecting to be paid for it.Customer stated that she was mischarged. We did not mischarged her. The charge was right, just made two weeks later.EMAIL transcript is attached. Please see below. Customer’s statements to Revdex.com are not true:[redacted] accurately states that she never withheld a payment. Not true. Customer assured us that it went through when in fact we haven’t charged her credit card yet and customer wasn’t cooperative to provide prove. [redacted] stated that company explicitly asked what she suggested for a remedy.  When in fact she was the one who first asked: “What is your solution, Andrew?” and when I asked her what is her suggestion she said “I expect a FULL refund for this customer service, or will be reporting this to the Revdex.com, and posting a review”.[redacted] stated that she would post review “irregardless” of the outcome. Not true. Customer insisted on full refund OR she would post a bad review: “I expect a FULL refund for this customer service, or will be reporting this to the Revdex.com, and posting a review - with this email exchange - on Google Reviews and on Yelp.” [redacted] stated that she has been charged without any knowledge. Not true. We received an authorization to charge the credit card through the phone on a day of the move. Two weeks later, we informed her that we charged her card for services that we provided. Customer was well informed that she received the services earlier and payment should be submitted for it. [redacted] stated that we are insinuating her blackmailing us for “what she is already paid for”. No, it is clear that customer wanted a refund for not posting a bad review and for not reporting company to Revdex.com.  Conclusion:We are sorry that customer wasn’t pleased with her transaction. But to be clear we First asked her permission to charge the card, but customer claimed “transaction went through” when in fact we hadn’t even charged her card yet, of course, we did eventually charged her card for the services provided. We haven’t broken any laws or done anything illegal by charging the customer for the services that have been provided. It does not mean that we should give a refund simply because the charge was made two weeks later. We provided services and we expect payment for it.Please contact me and advise me if there is anything that I, or our company, can do to help you close this matter.Thank youAndrew G.