Our position stands. The customer is being unreasonable and hasn't even paid there bill. We gave them the total which is on there bill which we have attached. The total was there for the customer of $1155.00 and they provided us a credit card number to run. You can see it right on the bill. We attempted numerous times to run it and it was declined. You can see that as well. Why would the customer give us the credit card if they didn't intend to pay the bill. We provided the service, the customer signed the bill of lading that all items were received in good order, and now we expect to be paid.
Tell We did move the Jackson family on the dates of 04/29/17, 17 and 05/01/17. On the first day of the move, the 29th, one of our employees was injured. His elbow became swollen and incapacitated and he was unable to continue to perform his duties. Two trucks were used for this move and...
when the first truck was filled to capacity the injured employee returned to base and then followed up with a doctor. It was unfortunate that this happened and of course the charges for the day were reduced in consideration of one less man. On the second day, the 30th, an additional truck was dispatched to the Jackson’s residence as the first two trucks were insufficient to carry all of the Jackson’s goods. Since the estimate quoted 2 trucks and 4 men, we did not charge for the additional truck. We only charged the labor at the straight time rate even though it was a Sunday and double time is the standard rate. On May 1st we did deliver the Jackson’s belongings to their new home. The Jackson’s directed our crew to place items in the garage area. Our crew would have happily placed the items in the correct room of the house as that is normally what is done. However, the Jacksons requested the garage to save time and space to unpack. We did receive a call from Mrs. Jackson concerning her vanity leg and some dishes as well as a lamp shade she claimed were broken during the move. We did pick up her vanity and had it repaired and dropped it back off per her instruction. As for the dishes, these were packed by the Jacksons, and we do not cover items that we did not pack. We have no idea what condition these items were in or if they were packed correctly. We do have a packing service we offer but this was declined by the customer. Mrs. Jackson did send photographs of the damaged items which included a broken plate, a chipped casserole dish and what I was led to believe is a damaged lamp shade. I have attached images for you. This certainly was not $500.00 worth of damage, even if we were responsible. Although the owner of the company did a walk thru, many times the customer will direct the estimator that certain items are not going to be included with the move, but these items end up being moved anyways. This move required a third truck which wasn’t originally planned for due to the volume of goods. The customer was not charged for this extra truck. We had loaned the Jacksons $150.00 worth of cartons for their move. We did not charge for storage of their household goods while they remained in our possession as is customary. We did not charge time and one half for the Saturday labor nor the double time for Sunday’s labor. We also did not charge for the additional truck that was not included in the estimate. Considering the length of time between the service dates and the submission of this complaint, we wonder what prompted her to file this complaint over seven months later and not make a call to us at all during this time. us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this to be the only resolution we will be able to come up with. I am very disappointed however with the damaged furniture (more than just the computer desk) and lack of any concern. Please send the check to my address: [redacted].
Regards,
[redacted]
Mrs. [redacted] called Aetna and requested an estimate over the phone for moving her two bedroom apartment. After a discussion about what her belongings consisted of, the distance to be traveled, and any special needs required, she was given a blind estimate of 7 hours. She was informed of the hourly...
rate of $105 for a two man crew. She requested immediate action at a time of the month when moving companies are typically booked well in advance. We took special consideration of her circumstances and were able to accommodate her and schedule the move. When a customer is forced to move in a hurried fashion, as she was, they usually are not as prepared for the move. She was no exception to this.She stated she received several lower estimates from other available movers. If this was the case why not accept the lower quote if she was on a tight budget and not use Aetna. We gave an approximate estimate of 7 hours and that is what the move took. The drive time from our location to Hartland is 40 minutes each way if you travel the posted speed. She may have made the trip in less time but we do not allow our vehicles to break laws.Her shock at how slowly she states the movers were progressing has several elements to it that she may not be considering. The movers must stop periodically to secure furniture inside the truck. Items must be padded and placed in a fashion that allows safe transport of customers belongings. We understand Mrs. [redacted] was in a hurry but we had to do what was best so her belongings were moved to the new location without any damages. She is complaining her 45" TV was damaged. She called the office the day after the move to inform us that her 32" TV was damaged, not 45". When our crew moved her TV it was already wrapped up in bubble wrap by her prior to our arrival. We could not inspect this TV for damage before we moved it. At the new location she had a cable installer there to set up her TV. If the TV was indeed damaged they would have noticed it then and said something. The cable man was having trouble with connecting her service but there was nothing wrong with the TV and if it indeed had a cracked screen that would have been noticed by her and the cable man.Mrs. [redacted] only made one call to our office the day after the move and her only complaint was the so called damage to the TV. At that time she never said anything about the time it took to complete the move. She signed her bill of lading stating that all items were received in good order. We strive to have satisfied customers but we do not feel we owe Mrs. [redacted] anything so no refund will be made.
Aetna never offered me $50 for the damage. [redacted] just said he "thought" that was what Dennis was offering. Besides that it would be impossible to replace for $50. Again, it would cost me about $250.00 to replace. Please reconsider this. This is more than fair.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Our position stands. The customer is being unreasonable and hasn't even paid there bill. We gave them the total which is on there bill which we have attached. The total was there for the customer of $1155.00 and they provided us a credit card number to run. You can see it right on the bill. We attempted numerous times to run it and it was declined. You can see that as well. Why would the customer give us the credit card if they didn't intend to pay the bill. We provided the service, the customer signed the bill of lading that all items were received in good order, and now we expect to be paid.
Tell We did move the Jackson family on the dates of 04/29/17, 17 and 05/01/17. On the first day of the move, the 29th, one of our employees was injured. His elbow became swollen and incapacitated and he was unable to continue to perform his duties. Two trucks were used for this move and...
when the first truck was filled to capacity the injured employee returned to base and then followed up with a doctor. It was unfortunate that this happened and of course the charges for the day were reduced in consideration of one less man. On the second day, the 30th, an additional truck was dispatched to the Jackson’s residence as the first two trucks were insufficient to carry all of the Jackson’s goods. Since the estimate quoted 2 trucks and 4 men, we did not charge for the additional truck. We only charged the labor at the straight time rate even though it was a Sunday and double time is the standard rate. On May 1st we did deliver the Jackson’s belongings to their new home. The Jackson’s directed our crew to place items in the garage area. Our crew would have happily placed the items in the correct room of the house as that is normally what is done. However, the Jacksons requested the garage to save time and space to unpack. We did receive a call from Mrs. Jackson concerning her vanity leg and some dishes as well as a lamp shade she claimed were broken during the move. We did pick up her vanity and had it repaired and dropped it back off per her instruction. As for the dishes, these were packed by the Jacksons, and we do not cover items that we did not pack. We have no idea what condition these items were in or if they were packed correctly. We do have a packing service we offer but this was declined by the customer. Mrs. Jackson did send photographs of the damaged items which included a broken plate, a chipped casserole dish and what I was led to believe is a damaged lamp shade. I have attached images for you. This certainly was not $500.00 worth of damage, even if we were responsible. Although the owner of the company did a walk thru, many times the customer will direct the estimator that certain items are not going to be included with the move, but these items end up being moved anyways. This move required a third truck which wasn’t originally planned for due to the volume of goods. The customer was not charged for this extra truck. We had loaned the Jacksons $150.00 worth of cartons for their move. We did not charge for storage of their household goods while they remained in our possession as is customary. We did not charge time and one half for the Saturday labor nor the double time for Sunday’s labor. We also did not charge for the additional truck that was not included in the estimate. Considering the length of time between the service dates and the submission of this complaint, we wonder what prompted her to file this complaint over seven months later and not make a call to us at all during this time. us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this to be the only resolution we will be able to come up with. I am very disappointed however with the damaged furniture (more than just the computer desk) and lack of any concern. Please send the check to my address: [redacted].
Regards,
[redacted]
Mrs. [redacted] called Aetna and requested an estimate over the phone for moving her two bedroom apartment. After a discussion about what her belongings consisted of, the distance to be traveled, and any special needs required, she was given a blind estimate of 7 hours. She was informed of the hourly...
rate of $105 for a two man crew. She requested immediate action at a time of the month when moving companies are typically booked well in advance. We took special consideration of her circumstances and were able to accommodate her and schedule the move. When a customer is forced to move in a hurried fashion, as she was, they usually are not as prepared for the move. She was no exception to this.She stated she received several lower estimates from other available movers. If this was the case why not accept the lower quote if she was on a tight budget and not use Aetna. We gave an approximate estimate of 7 hours and that is what the move took. The drive time from our location to Hartland is 40 minutes each way if you travel the posted speed. She may have made the trip in less time but we do not allow our vehicles to break laws.Her shock at how slowly she states the movers were progressing has several elements to it that she may not be considering. The movers must stop periodically to secure furniture inside the truck. Items must be padded and placed in a fashion that allows safe transport of customers belongings. We understand Mrs. [redacted] was in a hurry but we had to do what was best so her belongings were moved to the new location without any damages. She is complaining her 45" TV was damaged. She called the office the day after the move to inform us that her 32" TV was damaged, not 45". When our crew moved her TV it was already wrapped up in bubble wrap by her prior to our arrival. We could not inspect this TV for damage before we moved it. At the new location she had a cable installer there to set up her TV. If the TV was indeed damaged they would have noticed it then and said something. The cable man was having trouble with connecting her service but there was nothing wrong with the TV and if it indeed had a cracked screen that would have been noticed by her and the cable man.Mrs. [redacted] only made one call to our office the day after the move and her only complaint was the so called damage to the TV. At that time she never said anything about the time it took to complete the move. She signed her bill of lading stating that all items were received in good order. We strive to have satisfied customers but we do not feel we owe Mrs. [redacted] anything so no refund will be made.
Aetna never offered me $50 for the damage. [redacted] just said he "thought" that was what Dennis was offering. Besides that it would be impossible to replace for $50. Again, it would cost me about $250.00 to replace. Please reconsider this. This is more than fair.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]