Dennis K. Hurley Insurance Agency, Inc.

Initial Business Response /* (1000, 8, 2015/09/14)
*/
***
Unfortunately although *** dispatch was not able to give you a confirmed delivery date we still had a moving proposal to deliver your shipment between ***th and the **thElevators get booked all the time but we are able to get shipment deliveredTo be able to give you a specific move in time on a small long distance move weeks before delivery date is quite impossibleWe could have booked the elevator and then had to change it if circumstance warranted itWhich again happens all the timeWe were not interested in making a promise we could not keepWe have very good rates but you have to fit into our system and how we do thingsFlexibility on both parties is necessaryIt was your choice to go with another mover at different ratesWe were still planning to deliver your shipment with the specified datesIt is unfortunate you received conflicting information from the different dispatchers
As were not able to confirm your date when you required it and you cancelled well ahead of the shipping date we will refund your $***.** depositSee the terms below
***
Look forward to your positive response
Best Regards
*** ***
Fox Transport Canada
Booking Agent for ***
***
***
Initial Consumer Rebuttal /* (2000, 11, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your responseWe will agree to your terms but wish to make the following points:
Regardless of your flippant point that the booking of the elevator could have easily been changed, there are very strict rules in the condominium *** was moving into and there was absolutely no flexibility with respect to moving dates around or doubling up on movers if the dates had already been bookedNone whatsoever
It was not our choice to change moversWe were forced to do this because we were leaving the province and there was still no commitment on your company's part for either a pick up or drop off date
It was not only the lack of commitment for dates that was the issue, it was the total lack of responsesWe left multiple voice mails and sent several emails asking for feedback and several weeks elapsed with no replyWhen we finally did connect, your response was "I was away" and "it's been busy"This was not only very unprofessional on your part but quite unnerving for any customer who is trying to coordinate a move ***
Finally, in addition to refunding the $*** deposit, ***
Thank you

Complaint: ***
I am rejecting this response because: There are three statements that are not trueI have only email the business one time since turning this issue over to Revdex.com It had been several days since I had gotten a response from them through the Revdex.com It has been my experience with *** *** that he does not respond to my email or phone messages Marie *** and *** *** always told me that they were giving him my messages I have actually only talked to *** twice since July Once was when he came out to the house and the second time was when I showed up at the business to see if he was in the office In the past every time I called, *** or *** would tell me that *** was out of town, on another job, or out doing an estimate*** never told me to months When I went to his office, *** told me that he wanted me to wait more months, but he did not tell me why His second response through Revdex.com also states months According to my invoice, the countertop was installed on July 22, Next week it will be months since installation Waiting another to months is not acceptable The response said that I am continuing to bash his company I don't know what he means by this statement I have only emailed once since turning this over to the Revdex.com, and I did not mention the company much less bash it (see attachment).*** says that he has been continuing to try to work with me That is not true His idea of working with him is waiting and waiting and waiting He will not submit a date for when the waiting will end nor will he submit what he will do if the marks are still there I can probably say they will be since they have not gone away in months
Regards,
*** ***

Complaint: ***
I am
rejecting this response because: I want in writing what the business is going to do after two months to take care of this issue It has already been about or weeks since *** told me two months *** was sitting in her office when I left ***'s office I want a date in writing that he plans on taking care of this issue I also want in writing what he is going to do if the marks are still there I would not call them scratches unless he is saying the scratches are something to do with the material used because there are no rough places on the countertop The marks are all over the countertop, and countertop is smooth
Regards,
*** ***

*** One of our installers will be at your house between p.mand p.mMonday, July 20th to replace the baseboard in the Master shower and fix the basePlease let us know if this will work for you by giving me a call at ***
or emailing me at *** Thanks, Rachel Dulock office manager

Complaint: 11831099
I am rejecting this response because:  [redacted] asked me to wait two months not 4-6 months.  We were in his office, and [redacted] was in her office.  If she is honest, she would have heard him say 2 months.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]