Conejo Valley Moving & Storage

Review: I hired Conejo Valley Moving and Storage to move my belongings to Colorado. I requested my delivery date to be the 1st of July. Because of this request, the salesman asked if they could pick my belongings up on the 25th of June. He made a call to his office requesting that my belongings be delivered on the 1st, and no later than the 5th of July. I was assured that by the contract I signed, and have a printed copy showing the spread dates from the 1st to the 5th of July. I also have an email explaining that they were aiming for the 1st of July.I was also assured that the same drivers who picked up my belongings would be the same people who delivered my items. This was not the case. I had a different crew at pick up and delivery.The salesman said in his email the following"Hi LaurenAfter talking to my office I was informed that I had to re execute the eacceptance forms because of the date change. We are still going to push for the 7/1-7/2 delivery dates. The only reason it is showing 7/8 is because the 6th and 7th fall on the weekend. Also embedded in the spread is the holiday on the 4th. Thank you Lauren. Give me a call when you are ready for the brown wrap."I printed out the contract I had signed showing "the delivery spread" to be from the 1st to the 5th of July. My belongings arrived on the 8th of July. I made numerous calls, but only the salesman returned my calls.Desired Settlement: I think I should have been compensated for the 3 extra days of waiting. I would have made arrangements if I had known my household goods would not be delivered until the 8th of July. Those 3 days were very uncomfortable. Instead I was kept waiting, with great discomfort. I think at the minimum, they should have offer to pay for a hotel for those 3 days.

Business

Response:

We are terribly sorry for the confusion that has transpired on this order. I believe Ms. Kearns is mistaking the estimate for the actual contract (Order for Service/Bill of Lading). The Order for Service clearly states a delivery spread of 7/1/2013 thru 7/8/2013. These dates are dictated by our home office in St. Louis and required because of the holiday and weekend. If Ms. Kearns feels she was mislead or deceived, we apologize. Clearly there was a breakdown of communication and understanding. Dispatch was only abiding by the contractual dates signed by Ms. Kearns electronically after the estimate copy she is referring to. We never promised we could deliver on 7/1/2013, just try to make it there if we could. She chose to move during the busiest time of the year and some times we have to push delivery out to the end of the delivery spread. As far as the same crew is concerned the order was handled exclusively by OUR office alone. It was OUR local crew that picked up the order and OUR long distance driver that delivered, which had no bearing on the level of customer service.

However, in the spirit of compromise we are willing to compensate Ms. Kearns for here inconvenience. We are totally committed to complete customer satisfaction and wish to have Ms.Kearns and all of our customers for life. We hope this settlement is to Her satisfaction and look forward to long and lasting business relationship.

Sincerely,

[redacted], VP, CFO

Conejo Valley Moving & Storage, Inc.