Complaint: 11426482
I am rejecting this response because:We accept the offer of having his furniture repairman come assess the damage but do not accept the $.60/per pound limitation based on the number of pieces that were damaged (over a dozen) as Best Move was grossly negligent by sending untrained movers. We hired a professional moving company, it is reasonable to expect our furniture would be properly packed and that it would not sustain the amount of damage it did. This was a 2 mile move that crossed 2 stop lights had a total of 3 right turns and 1 left turn. It is clearly evident this damage was extraordinary and not what should be expected by professional movers.Additionally, it is mystifying to me how he could state he is sorry I am still unhappy. He does not respond to my emails, has never taken the time to personally inspect the damage nor has he lived up to his promises. As of May 27, we have still not heard from his furniture repair man to come assess the damage as he promised on May 24th.
Regards,
L[redacted]
I am sorry to hear that Lisa is still unhappy. In an effort to move forward we will have our furniture repairman call her to make an appointment to come out and access the damage. Once we receive his report we will instruct him to repair the items that can be repaired within the .60 per lb, that we had agreed on, and send us the bill. We will go out of our way to be as fair as we possibly can to make Lisa happy! Today is Tuesday May 24. I will ask him to call tomorrow. Thank you!
On the morning of August 14, I was out in the field bringing additional supplies to one of our crews. I returned to my office at about 9:15 AM. There were two messages left on our voicemail. The 1st one was from Mrs. B[redacted] saying that she was not very happy and we should have sent a 3rd man on her...
move and how soon could we get a 3rd man out there. As I heard this I was immediately thinking of who we could send out to help. Then I played the 2nd voicemail and it was Mrs. B[redacted] again. This message had come in about an hour after the 1st voicemail, and this time she said, “Don’t worry, everything is OK!” “No need to send anybody else, we’ll be fine!” My nephew, G[redacted], who does the dispatch for our company, called the crew and they said that everything will be OK! But, when they first got there they noticed that a lot of items were not packed and told Mrs. B[redacted] that it might be better with a 3rd man, now that some packing had been added to the move. You see, we always ask our customers when we schedule the move, if they will need help packing and then follow up with another phone call the day before the move to see if they need us to bring some packing supplies to help finish the packing. Well, on both occasions, Mrs. B[redacted] said no, we will have all the packing finished by the time your crew arrives! To my great surprise, I received a phone call from Mrs. B[redacted] almost two weeks after her move. She told me that she was unhappy with her move, that we should have sent a 3 man crew, and that she felt like our 2 man crew worked very slowly. She also said that she would like some compensation in the form of a refund of some of the charges, on her move. I told her that I was sorry that she was unhappy and would speak to our crew, and if I felt that some compensation was due, I would send her a check. I spoke to our crew and they told me that when they first got to Mrs. B[redacted]’s house, things were a bit hectic because they weren’t expecting to have to pack, but there was a lot left to pack and they didn’t have a lot of packing supplies with them. But, they made do, and just used the extra wardrobe boxes that they had on the truck and finished the packing. And after the first hour or so, everything was ok and they finished in a timely manner. They said that Mrs. B[redacted] seemed very happy and even gave them each a generous tip! I then called Mrs. B[redacted] and left a message, saying that I talked to our crew and they felt that everything went pretty well and that you even gave them a generous tip? So, under the circumstances, I feel like our crew did a good job, but as a courtesy, I would send her a check for ½ hour of service time. When my nephews and I started our business back in 1985 we had a motto that we have always tried to conduct our business by: “Always try to be fair!” Well, we feel like we were fair with Mrs. B[redacted]. And, at this point, we feel like we have done all that we can do! L[redacted] BEST MOVE Newbury Park, CA
Complaint: 11426482
I am rejecting this response because:We accept the offer of having his furniture repairman come assess the damage but do not accept the $.60/per pound limitation based on the number of pieces that were damaged (over a dozen) as Best Move was grossly negligent by sending untrained movers. We hired a professional moving company, it is reasonable to expect our furniture would be properly packed and that it would not sustain the amount of damage it did. This was a 2 mile move that crossed 2 stop lights had a total of 3 right turns and 1 left turn. It is clearly evident this damage was extraordinary and not what should be expected by professional movers.Additionally, it is mystifying to me how he could state he is sorry I am still unhappy. He does not respond to my emails, has never taken the time to personally inspect the damage nor has he lived up to his promises. As of May 27, we have still not heard from his furniture repair man to come assess the damage as he promised on May 24th.
Regards,
L[redacted]
I am sorry to hear that Lisa is still unhappy. In an effort to move forward we will have our furniture repairman call her to make an appointment to come out and access the damage. Once we receive his report we will instruct him to repair the items that can be repaired within the .60 per lb, that we had agreed on, and send us the bill. We will go out of our way to be as fair as we possibly can to make Lisa happy! Today is Tuesday May 24. I will ask him to call tomorrow. Thank you!
On the morning of August 14, I was out in the field bringing additional supplies to one of our crews. I returned to my office at about 9:15 AM. There were two messages left on our voicemail. The 1st one was from Mrs. B[redacted] saying that she was not very happy and we should have sent a 3rd man on her...
move and how soon could we get a 3rd man out there. As I heard this I was immediately thinking of who we could send out to help. Then I played the 2nd voicemail and it was Mrs. B[redacted] again. This message had come in about an hour after the 1st voicemail, and this time she said, “Don’t worry, everything is OK!” “No need to send anybody else, we’ll be fine!” My nephew, G[redacted], who does the dispatch for our company, called the crew and they said that everything will be OK! But, when they first got there they noticed that a lot of items were not packed and told Mrs. B[redacted] that it might be better with a 3rd man, now that some packing had been added to the move. You see, we always ask our customers when we schedule the move, if they will need help packing and then follow up with another phone call the day before the move to see if they need us to bring some packing supplies to help finish the packing. Well, on both occasions, Mrs. B[redacted] said no, we will have all the packing finished by the time your crew arrives! To my great surprise, I received a phone call from Mrs. B[redacted] almost two weeks after her move. She told me that she was unhappy with her move, that we should have sent a 3 man crew, and that she felt like our 2 man crew worked very slowly. She also said that she would like some compensation in the form of a refund of some of the charges, on her move. I told her that I was sorry that she was unhappy and would speak to our crew, and if I felt that some compensation was due, I would send her a check. I spoke to our crew and they told me that when they first got to Mrs. B[redacted]’s house, things were a bit hectic because they weren’t expecting to have to pack, but there was a lot left to pack and they didn’t have a lot of packing supplies with them. But, they made do, and just used the extra wardrobe boxes that they had on the truck and finished the packing. And after the first hour or so, everything was ok and they finished in a timely manner. They said that Mrs. B[redacted] seemed very happy and even gave them each a generous tip! I then called Mrs. B[redacted] and left a message, saying that I talked to our crew and they felt that everything went pretty well and that you even gave them a generous tip? So, under the circumstances, I feel like our crew did a good job, but as a courtesy, I would send her a check for ½ hour of service time. When my nephews and I started our business back in 1985 we had a motto that we have always tried to conduct our business by: “Always try to be fair!” Well, we feel like we were fair with Mrs. B[redacted]. And, at this point, we feel like we have done all that we can do! L[redacted] BEST MOVE Newbury Park, CA