Glacier Gateway Inn & Plaza

Complaint # [redacted] Responding:Mark E [redacted] - General Manager of "All My Sons of Mesa' AIn regards to the issue of being later than expected: We have two branches in the Phoenix marketThis job was booked through the Phoenix BranchThe had some issues with a job that was scheduled prior to the Tuffly jobThey contacted the Mesa branch to cover the job for themIn which we didWe contacted Michelle Tuffly around 3:pm to notify her that we would have a truck out as quick as possibleThe truck arrived at 5:pmWhen the crew arrived the customer and family members were greeted with hostile tones from them being lateThey (our man crew) saw that the job was much larger than described over the phone, and they were not ready (packed) to moveWe then suggested that it be done the first thing the next morningThe customer stated that they were being evicted and they needed to be out that nightI got involved and suggested that we load the apartment tonight, and deliver it to the storage unit the next day BIn regards to the charges: The original charges were $1,(see attached)The terms of the contract were clearly defined and signed off by the customerMichelle called me that night and asked if we could help her with the price since the crew was so lateShe said she had some friends to help earlier, but they had left alreadyI waived the travel fee and the fuel fee which totaled $ The phone estimates are given as a guideline in line with the information the customer providesIf the information incorrect, then the move will take longer than expectedWe do offer a on site estimate for customers who want an exact quote C.It is standard process to collect charges when we arrive at the destination to cover ourselvesDIn regards to damagesThe customer has not yet contacted us in regards to any damagesThere is coverage of the the state mandated minimum valuation of $per lb which is signed off on the contractThe claims process is simple and easy I feel that we went over and above compensating for being hours late arriving to the job ($422.00)The customer was rude to the crew and put them in a very uncomfortable situationIf there is any damagesNone have been reported as of yetThey will be satisfied by the terms of the contractThanks,Mark A E***

Re: Noelle Diesfeld Customer ID [redacted] Date : 12/11/ Re: Revdex.com ID# [redacted] complaintIn regards to the complaint to the Revdex.com in regards to the service we provided to [redacted] on 11/24/15:All My Sons Moving & Storage has been in business for years with locations nationwideWe have a national call center located at our corporate headquarters in Carrollton, Tx..The call center has 20-agents on line hours per day, days per weekThey have a comprehensive training program for agents who sell our servicesOur local branches also go through this trainingThe scripted sales call review our price structure and service scopesCost structures are reviewed with the customer a minimum of times prior to the moveInitial call to call center reviewed pricing structure aHour travel fee at the agreed hourly rate bHourly move fee at the agreed hourly rate cHour minimum for the labord10% fuel chargeThis is reviewed with the customer a minimum of times prior to the move1.Initial callE-mail sent (attached), hour phone confirmation prior to the move We review the terms and have the customer sign prior to starting the move ( attached)The window for the move was between 11:00am & 2:00pm.The move started at 1:pmIt was completed within the hour minimumThe total charge was $The price structure was well communicated to the customer and service was providedThere will be no refund since service was provided in line with the agreementReceipt sent, also attached

I spoke with this guest on the day of his check outHe stated that he was upset that someone came into his room around pmI apologized to this guest and explained that no one should have been entering the rooms at this time of nightThe person that he claims entered his room was not an
employee of the Glacier Gateway Inn and PlazaI again apologized to the guestHe was here for more than night and was fine the complete timeHe did not call with his concerns until 2:P.Mthe day he checked outI explained that we did not send someone to his room Guest stating that he did not feel safe however did stay at the hotel until checkout and did go to the morning breakfast and did not tell manager anything of this matter before leavingSo when guest called in afternoon, he was explained situation and advised refund was not possible

Re: Noelle Diesfeld        Customer ID [redacted]Date : 12/11/15   Re: Revdex.com ID# [redacted] complaintIn regards to the complaint to the Revdex.com in regards to the service we provided to [redacted] on 11/24/15:All My Sons Moving & Storage has been in business...

for 25 years with 54 locations nationwide. We have a national call center located at our corporate headquarters in Carrollton, Tx..The call center has 20-50 agents on line 15 hours per day, 7 days per week. They have a comprehensive training program for agents who sell our services. Our local branches also go through this training. The scripted sales call review our price structure and service scopes. Cost structures are reviewed with the customer a minimum of 4 times prior to the move. 1. Initial call to call center reviewed pricing structure     a. 1 Hour travel fee at the agreed hourly rate  b. Hourly move fee at the agreed hourly rate  c. 2 Hour minimum for the labor. d. 10% fuel chargeThis is reviewed with the customer a minimum of 4 times prior to the move. 1.Initial call. 2. E-mail sent (attached), 3. 24 hour phone confirmation prior to the move 4. We review the terms and have the customer sign prior to starting the move ( attached). The window for the move was between 11:00am & 2:00pm.The move started at 1:45 pm. It was completed within the 2 hour minimum. The total charge was $293.70. The price structure was well communicated to the customer and service was provided. There will be no refund since service was provided in line with the agreement. Receipt sent, also attached.

Complaint # [redacted]Responding:Mark E[redacted] - General Manager  of "All My Sons of Mesa'  A. In regards to the issue of being later than expected: We have two branches in the Phoenix market. This job was booked through the Phoenix Branch. The had some issues with a job...

that was scheduled prior to the Tuffly job. They contacted the Mesa branch to cover the job for them. In which we did. We contacted Michelle Tuffly around 3:00 pm to notify her that we would have a truck out as quick as possible. The truck arrived at 5:30 pm. When the crew arrived the customer and family members were greeted with hostile tones from them being late. They (our 3 man crew) saw that the job was much larger than described over the phone, and they were not ready (packed) to move. We then suggested that it be done the first thing the next morning. The customer stated that they were being evicted and they needed to be out that night. I got involved and suggested that we load the apartment tonight, and deliver it to the storage unit the next day.  B. In regards to the charges: The original charges were $1,335.90 (see attached). The terms of the contract were clearly defined and signed off by the customer. Michelle called me that night and asked if we could help her with the price since the crew was so late. She said she had some friends to help earlier, but they had left already. I waived the travel fee and the fuel fee which totaled $422.00.  The phone estimates are given as a guideline in line with the information the customer provides. If the information incorrect, then the move will take longer than expected. We do offer a on site estimate for customers who want an exact quote.  C.It is standard process to collect charges when we arrive at the destination to cover ourselves. D. In regards to damages. The customer has not yet contacted us in regards to any damages. There is coverage of the the state mandated minimum valuation of $0.60 per lb which is signed off on  the contract. The claims process is simple and easy.   I feel that we went over and above compensating for being 2 hours late arriving to the job ($422.00). The customer was rude to the crew and put them in a very uncomfortable situation. If there is any damages. None have been reported as of yet. They will be satisfied by the terms of the contract. Thanks,Mark A E[redacted]