Delta Force Movers, Inc.

I want this resolved but Mr*** has
yet to complete the required claim form necessary to proceedI sent the form as an attachment to my last response and I will attach another copy to this responseThe claim form can also be found at http://www.deltaforcemover.com/DeltaForceClaimForm.pdf

I reviewed the notes on Mr. [redacted]'s file and it looks like we sent a repair person to his home to assess the damage. I'm not sure where the communication broke down but if you will have Mr. [redacted] fill out the attached claim form I will get it processed.Thank you

I am rejecting this response because:I sent in a paper claim form as requested by Delta Force Movers on 7/21/2016, but have not yet received a response.Please keep this complaint open until I have received a response.Sincerely,[redacted]

Our goal is to have every move go as smoothly as possible without any damages, unfortunately that isn't always the case. As I read the complaint, the customer has had correspondence with the employee directly, not with the company. Damage claims must be made with the company not with the employee...

who damaged the property.The employee the customer referred to as an “inexperienced man who does not work for them”, while not full time, has performed on demand work with our company beginning the first of December of 2015 (payroll reports available) and has gone through the same training and screening as a full time employee. (editorial: I’m not sure how the customer can make the leap from him being an on demand employee to being a dangerous person who put her family at risk.)We strive to put a military veteran on every truck but that isn't always possible. Because we can't always place a veteran on every truck we make monthly donations to veterans charities, our June charity donation was made to "Building Homes for Heroes" not "Wounded Warrior"(see attached receipt). In closing, I would like to repair the customers furniture but she must call the company directly and begin the claims process.Thank you

Complaint: [redacted]
I am rejecting this response because:Because there are so many untruths in your response it's comical.1.  If you read my initial complaint, it details my communication with your company that day. No one informed me that there would be major delays.  I got the runaround all day long.  Every time I spoke to [redacted] on the phone she told me it would be another hour.  It was not until 2pm when [redacted] called me that I got a more accurate estimate.  So your response if not accurate.2.  I 100% disclosed that I had an onsite storage unit to [redacted] at the time I booked this job.  [redacted] suggested my move would take 3 hours.  I told him it would probably take 5-6 hours. When [redacted] called me at 2PM he told me that the crew had run into issues with an elevator that they did not know about on another job.  Sounds to me like the people booking your jobs are not asking the right questions.  Also note, the storage unit was onsite at my apartment complex, less than 30 yards from my apartment and not at a third location as you claim. The storage unit was closer to the truck than my apartment.  If your GPS is so accurate, how do you not see that we did not stop at a third location?  Also note, I emptied and moved the majority of the contents of the storage unit myself so we could speed the move along.   Also, when the movers got there they thought they were only moving boxes out of a storage unit.   So how can you claim that you had no knowledge of my storage unit.  It not my fault your company does not have it's act together.      So this response is also incredibly inaccurate.3.  Your crew was 100% out of my house by 12:45AM.  I was in asleep on my couch by 1AM because I had been up since 6AM, and had helped the movers like I worked for your company. This is a BLATANT LIE!  Please upload your GPS tracking showing they were there until 2AM. 4.  I was given the option to cancel (which was out of the question because my lease ended on Monday) or reschedule to Sunday.  I was given this option at 2PM when [redacted] called when half the day was already over.  It would have been nice to have been given this option in the AM.Please get your facts straight before you respond again.
Sincerely,
[redacted]

We feel terrible about the experience Ms. [redacted] had with our company, however we’d like to point out a few things that manifested some of what is described.   1.     We had a major spring snow storm that weekend.   This may not seem like such a big deal for [redacted] but...

we are moving heavy items on wet ramps and other slippery surfaces, with wet and cold hands and feet. This causes huge delays. We were obviously behind the whole weekend. We called every customer and told them we are going to have major delays. We offered to issue refunds of their deposits if they chose to go another route. There was simply nothing we could do about the weather conditions.   2.     Ms. [redacted] added a 3rd location to the job (a storage unit) this caused the job to go longer.   We depend on customers to accurately describe the total scope of their job. this is key to making sure the estimates are correct. That being said, this job still came in on budget.   3.     Crew overcharged for their time.   Our trucks are equipped with GPS tracking and all jobs are audited the next day for accuracy. This job was no exception. The time is accurate and the rate was adjusted to proportion (on a per man basis)   All in all, we feel a job safely done during a storm that comes in on budget and without damage to property is not bad. Here in this case being late due to this storm was unavoidable as we were behind from the day before and gave everyone an option to cancel or reschedule to another day. We kept in contact and gave out information as it became available.   We feel a refund is not due. The move came in as estimated even though a 3rd location was serviced.