Initial Business Response /* (1000, 6, 2015/11/24) */
We received a complaint from [redacted] on 11.19.15 she had three issues, the first was that she got notice 16 hours before delivery and not 24 hours , the second was that she had to provide certified funds and the third was that the...
driver left most of her boxes in the gurage. we immediately attempted to contact her via phone when that failed we sent her an email that we will investigate the matter.( addendum 1)
First we provided notice when her shipment left colorado and gave her a rough ETA and her reminding balance and let her know that the driver will contact the day before delivery, the driver did indeed provide notice the day before by her own admission.
Second providing certified funds prior to delivery is an industry standard and she was notified of that when she was picked up and again when her things left colorado.
Third she was not present at the delivery and the person she put in charge told the driver to leave most of the boxes down stairs do to the rain that was coming down at the time of the delivery, even though the driver did as instructed by the customers representative we offered to send our agent in Chicago to bring the boxes up and place them at her desired locations, we had all that set up for the next day, but over night she sent another email that she wants nothing to do with us (addendum 2), so we were left with no choice but to cancel.
Even though we were not in the wrong we still tried to provide her with the best service.
we think this case should be dismissed.
addendum 1:
[redacted]
Thank you for your comments, we take it very seriously, give me some time to get a hold of the driver and see what happened on his side and I will get back to you by the end of the day.
> On November 19, 2015 at 7:27 AM [redacted] wrote:
>
>
> Hello I need someone to call me immediately reguarding my delivery yesterday.
>
> 1. I did not get a 24 hour notice
>
> 2. The guy advised me 16 hours before that you only accept post office issued money orders and cash. ( being that I work till 6 in a demanding job I could not just leave work to get in a new city where I have no idea where the closest post office is... In top of being a single parent of a two year old).
>
> 3. I was advised they would be at my home at 9/10 am and I tried calling to get confirmed eta as that was up in the air because they actually advised they might be at my home the night before. They asked the latest that I would accept my delivery. So I called them 4-5 times day of to be able to leave work and accept the delivery and no answer. So they showed up at 8 and of my 45 boxes only brought 5 upstairs to my living area. Seriously? I had the easiest load very little furniture and have never had a garage so... Nothing needed to be left there! They said it was because the boxes were wet because I packed them and didn't use 2ply and they didntvwant to make a mess. Had I been there I would have not let that happen... I would if demanded they bring the 40boxes up the 13 stairs.
>
>
> They also broke some items you guys wraped for me... They are the most unprofessional team.
>
>
> The team who moved me out of Denver was amazing and seriously should train these two lying good balls what being a professional is.
>
>
> The person who was left accepting the order because the movers would not answer my calls is a mentally ill person who was just there just in case as I had a feeling.
>
>
> Please call me. XXX-XXX-XXXX [redacted]
addendum 2:
Re: [redacted] streamwood il '[redacted]
From: [redacted]
To:
"[redacted]@edensmoving.com)"
Date:
XX-XX-XXXX XX:XX AM
[redacted],
I will not need nyine to come move boxes as it has been completed as many items were needed to do every day living stuff.
At this point I no longer desire to talk with anyone at Edens Moving and rest assured when I relocate again (something I've done 4 times in the last 8 years) I will not consider Edens Moving an option at all.
You treated me as if I was in the wrong and never once apologizing for the unprofessional service but made an attempt to try to right things but in my opinion took it too far by sharing your employees lack of common dance. Who pays 735.00 to have 40 of the 45 boxes left in a garage because they 21st my boxes get "wet". I will contact the Revdex.com and file an complaint and review on yelp.
I'm a pretty mello person, nothing truly bothers me, ever but how I felt after talking with you.. I felt you were defensive and unempathetic. Listening, apologizing making it right in both our eyes and thanking me for business is something I simply did not get from you.
Your actually first words to me... Discribed my error vs showing me you understood where my confusion was. "We don't gareantee 24 hour notice just the day before". To point out to you had I been available that night you know 5 hours after they called me... That technically was not even close to your policy.
Dispointed former customer
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 6, 2015/11/24) */
We received a complaint from [redacted] on 11.19.15 she had three issues, the first was that she got notice 16 hours before delivery and not 24 hours , the second was that she had to provide certified funds and the third was that the...
driver left most of her boxes in the gurage. we immediately attempted to contact her via phone when that failed we sent her an email that we will investigate the matter.( addendum 1)
First we provided notice when her shipment left colorado and gave her a rough ETA and her reminding balance and let her know that the driver will contact the day before delivery, the driver did indeed provide notice the day before by her own admission.
Second providing certified funds prior to delivery is an industry standard and she was notified of that when she was picked up and again when her things left colorado.
Third she was not present at the delivery and the person she put in charge told the driver to leave most of the boxes down stairs do to the rain that was coming down at the time of the delivery, even though the driver did as instructed by the customers representative we offered to send our agent in Chicago to bring the boxes up and place them at her desired locations, we had all that set up for the next day, but over night she sent another email that she wants nothing to do with us (addendum 2), so we were left with no choice but to cancel.
Even though we were not in the wrong we still tried to provide her with the best service.
we think this case should be dismissed.
addendum 1:
[redacted]
Thank you for your comments, we take it very seriously, give me some time to get a hold of the driver and see what happened on his side and I will get back to you by the end of the day.
> On November 19, 2015 at 7:27 AM [redacted] wrote:
>
>
> Hello I need someone to call me immediately reguarding my delivery yesterday.
>
> 1. I did not get a 24 hour notice
>
> 2. The guy advised me 16 hours before that you only accept post office issued money orders and cash. ( being that I work till 6 in a demanding job I could not just leave work to get in a new city where I have no idea where the closest post office is... In top of being a single parent of a two year old).
>
> 3. I was advised they would be at my home at 9/10 am and I tried calling to get confirmed eta as that was up in the air because they actually advised they might be at my home the night before. They asked the latest that I would accept my delivery. So I called them 4-5 times day of to be able to leave work and accept the delivery and no answer. So they showed up at 8 and of my 45 boxes only brought 5 upstairs to my living area. Seriously? I had the easiest load very little furniture and have never had a garage so... Nothing needed to be left there! They said it was because the boxes were wet because I packed them and didn't use 2ply and they didntvwant to make a mess. Had I been there I would have not let that happen... I would if demanded they bring the 40boxes up the 13 stairs.
>
>
> They also broke some items you guys wraped for me... They are the most unprofessional team.
>
>
> The team who moved me out of Denver was amazing and seriously should train these two lying good balls what being a professional is.
>
>
> The person who was left accepting the order because the movers would not answer my calls is a mentally ill person who was just there just in case as I had a feeling.
>
>
> Please call me. XXX-XXX-XXXX [redacted]
addendum 2:
Re: [redacted] streamwood il '[redacted]
From: [redacted]
To:
"[redacted]@edensmoving.com)"
Date:
XX-XX-XXXX XX:XX AM
[redacted],
I will not need nyine to come move boxes as it has been completed as many items were needed to do every day living stuff.
At this point I no longer desire to talk with anyone at Edens Moving and rest assured when I relocate again (something I've done 4 times in the last 8 years) I will not consider Edens Moving an option at all.
You treated me as if I was in the wrong and never once apologizing for the unprofessional service but made an attempt to try to right things but in my opinion took it too far by sharing your employees lack of common dance. Who pays 735.00 to have 40 of the 45 boxes left in a garage because they 21st my boxes get "wet". I will contact the Revdex.com and file an complaint and review on yelp.
I'm a pretty mello person, nothing truly bothers me, ever but how I felt after talking with you.. I felt you were defensive and unempathetic. Listening, apologizing making it right in both our eyes and thanking me for business is something I simply did not get from you.
Your actually first words to me... Discribed my error vs showing me you understood where my confusion was. "We don't gareantee 24 hour notice just the day before". To point out to you had I been available that night you know 5 hours after they called me... That technically was not even close to your policy.
Dispointed former customer
Complaint Response Date bumped because: Holiday