Initial Business Response /* (1000, 5, 2014/04/09) */
April 8, ***
In response to the complaint, I'd like reassure you that Dorcy's Piano Moving will not change it's stance on what was forwarded to the customer as a fair
resolution on this issue
Although there is some validity to what was written , there are also some points the customer has made that are clearly untrue***First off the customer is correct on the following
Hired us to do the move from Calgary to Edmonton
Was instructed that there was a potential for damage to occur and the main focus of the conversation was our inability to move the piano over the hardwood stairs without potentially damaging them
She is correct in writing that the piano leg was broken by our movers
Correct in writing that two telephone conversations took place in regards to resolving the issue and on phone call # the offer was rejected
***
Here is our recollection of what took place
When our movers evaluated the situation at the customers Edmonton home, they immediately focused on the difficulty of the customers move inclusive of the hardwood stairsAt that point the customer was clearly asked to sign a release of liability waiver which is something we exercise about or times a month*** The waiver is clearly posted on the front left of the invoice and clearly explains itselfThe invoice *** was clearly signed by the customerI would like to add that this has been our procedure for at least years for situations like this one*** During the move the leg of the piano was broken by our movers My crew foreman called me right after the damage occurred to report the situation which was then followed by a call from the customers husbandIn my conversation with the husband, he explained to me the concern they had although he did not yet physically see the damage but would when he got home from work later that dayAt the end of our phone conversation, I asked the customer to go home , observe the damage, and I would follow up with him the next day with a proposal to resolve the reapir of the damages which I didThe proposal was to repair the piano and split the repair costs*** Not sure , but at some point maybe a third phone call took place where the conversation was now with the wife who was not prepared to accept the offer*** I explained to the customer that I would pay for half the repair cost although legally I am not do so but in acting in good faith and trying to appease our customers I would have our repair guy look after the repairShe didn't like that I was using my guy to do the repair so again in trying to make her happy I proposed to her to find her own repair guy and I would pay for half of his repair***
***
The release form deals with the potential of damage to all aspects of the moveShe was not cohersed into signing it, nothing hidden clear back and white writing.***
Piano legs are not inches thick,
***
In closing, I have been more than fair and sensitive to resolving this with the customerThe customer claims she was unaware of what she was signingIs that our fault? The wording of the waiver is clear and understandableThe main concern was her floor but the signed release applied to all inclusiveThe only reason I agreed to repair and pay for half was *** to hopefully make them happy
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptableI am not accepting this response for the simple fact that when I was asked to sign the release it was pertaining to the stairs, ONLY*** Before I signed the release I had his movers write on it that the piano leg was to be fixed***
***
Thank you
***
This guy has a terrible attitudeWithout even coming to my home he said it was impossible to get it up my stairsI have a clear line of sight from the top of my stairs to my front door, and the smallest vertical distance in my stairs is 80&1/2"The largest dimension of the piano is 61"It was clear from talking to him that he wasn't interested in doing the jobAfter speaking to one other company and showing them the same pictures they agreed to do the job and at $cheaper than Dorcy's*** *** ** ** *** *** *** *** *** ** *** *** ** ***
Initial Business Response /* (1000, 5, 2014/04/09) */
April 8, ***
In response to the complaint, I'd like reassure you that Dorcy's Piano Moving will not change it's stance on what was forwarded to the customer as a fair
resolution on this issue
Although there is some validity to what was written , there are also some points the customer has made that are clearly untrue***First off the customer is correct on the following
Hired us to do the move from Calgary to Edmonton
Was instructed that there was a potential for damage to occur and the main focus of the conversation was our inability to move the piano over the hardwood stairs without potentially damaging them
She is correct in writing that the piano leg was broken by our movers
Correct in writing that two telephone conversations took place in regards to resolving the issue and on phone call # the offer was rejected
***
Here is our recollection of what took place
When our movers evaluated the situation at the customers Edmonton home, they immediately focused on the difficulty of the customers move inclusive of the hardwood stairsAt that point the customer was clearly asked to sign a release of liability waiver which is something we exercise about or times a month*** The waiver is clearly posted on the front left of the invoice and clearly explains itselfThe invoice *** was clearly signed by the customerI would like to add that this has been our procedure for at least years for situations like this one*** During the move the leg of the piano was broken by our movers My crew foreman called me right after the damage occurred to report the situation which was then followed by a call from the customers husbandIn my conversation with the husband, he explained to me the concern they had although he did not yet physically see the damage but would when he got home from work later that dayAt the end of our phone conversation, I asked the customer to go home , observe the damage, and I would follow up with him the next day with a proposal to resolve the reapir of the damages which I didThe proposal was to repair the piano and split the repair costs*** Not sure , but at some point maybe a third phone call took place where the conversation was now with the wife who was not prepared to accept the offer*** I explained to the customer that I would pay for half the repair cost although legally I am not do so but in acting in good faith and trying to appease our customers I would have our repair guy look after the repairShe didn't like that I was using my guy to do the repair so again in trying to make her happy I proposed to her to find her own repair guy and I would pay for half of his repair***
***
The release form deals with the potential of damage to all aspects of the moveShe was not cohersed into signing it, nothing hidden clear back and white writing.***
Piano legs are not inches thick,
***
In closing, I have been more than fair and sensitive to resolving this with the customerThe customer claims she was unaware of what she was signingIs that our fault? The wording of the waiver is clear and understandableThe main concern was her floor but the signed release applied to all inclusiveThe only reason I agreed to repair and pay for half was *** to hopefully make them happy
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptableI am not accepting this response for the simple fact that when I was asked to sign the release it was pertaining to the stairs, ONLY*** Before I signed the release I had his movers write on it that the piano leg was to be fixed***
***
Thank you
***
This guy has a terrible attitudeWithout even coming to my home he said it was impossible to get it up my stairsI have a clear line of sight from the top of my stairs to my front door, and the smallest vertical distance in my stairs is 80&1/2"The largest dimension of the piano is 61"It was clear from talking to him that he wasn't interested in doing the jobAfter speaking to one other company and showing them the same pictures they agreed to do the job and at $cheaper than Dorcy's*** *** ** ** *** *** *** *** *** ** *** *** ** ***