Gordy's Auto Service

***,Two Men and a Truck Delaware South prides itself on providing exceptional customer service and a very high-quality move experience and so it is regrettable and unfortunate any time a customer's experience falls short of that We make every effort to identify and overcome any challenges
that come up before, or during, the course of a move and work with the customer as best we can to help keep the move within the confines of the original estimate (both with respect to time and cost).In this customer's case, she was unsure about whether or not she should hire us to pack and move, or just to move her items We completed two on-site assessments for this customer, free of charge, to ensure we had a thorough understanding of the scope of work she wanted us to perform as well as to ensure she fully understood the costs associated with whatever level of service she ultimately chose Her final determination was to have us pack a very small amount of items, linens and CDs, and move everything else She also asked us to remove a large number of items from her inventory list of items being moved as she would be selling or disposing of them prior to the move.On move day, the 4-man crew arrived at the home and the customer was not present Her spouse, who she was divorcing, was present and let us in the home Upon completion of the initial walk-through, it was clear the customer had not packed the vast majority of her home nor had she eliminated the items that she had intended to sell or dispose of The crew was not certain the best way to proceed since the customer was not present, so the called the office to determine the best path forward The office made several attempts to reach the customer before successfully getting through, which caused an initial delay in the work because the crew did not know what to pack and exactly what to move Upon reaching the customer, she stated that we should pack all the items she had not packed and we should plan to move all the furniture and items she had not gotten rid of We advised her that this would add considerable time, and thus cost, to the move and she told us to proceed In an effort to work with the customer, who was clearly going through a stressful time in her life, we sent all the now necessary packing supplies and two additional men and an additional truck to this customer free of charge in an effort to work with the customer as best we could.It is important to note, this customer had also planned to deliver her household goods to a residence, in which case we use our moving blankets to protect her furniture Well into the move, she changed her mind and decided she would be delivering her items to a storage facility This caused the crew to have to remove all her items from the truck so that they could remove the typical moving blankets and protect her items with paper blankets Again, these materials were provided to the customer at no cost.By this point, it was clear that the move was going to take significantly longer than originally estimated and we again made several attempts to communicate with the customer and ensure this was okay We had an incredibly difficult time reaching her and per our policy and pre-move letter sent, it clearly states the customer is obligated to be present at the move locations Over the course of the entire day, she was only at the residence for approximately 10-minutes and was nearly impossible to reach by phone.Finally, nearly six hours into the move, she called the office and asked that we call the crew and tell them to stop what they are doing because the move was going to take too long and she was unable to afford the much longer move time At this time, we stopped the load process, and delivered the items to the storage facility she had rented Again, the customer was not present at this location Typically, and per our policy, once a move is complete, the customer must be present to complete the paperwork and pay the final invoice amount We were unable to get the paperwork completed and were not able to collect payment for the work that had been done, an invoice total of $1,less her deposit of $(remaining balance $1,617.40).This move was completed on 9/28/and to date, we have not received payment for the remaining balance of $1, We have made numerous attempts to contact the customer and to collect the debt with no avail In total we had a 4-man crew present on her job for a total of hours and we added two additional men that worked for hours The crew made every effort to complete the work as quickly and as efficiently as possible in accordance with the customer's wishes and we should be paid for the work that was completed As before, it is very regrettable this customer's experience fell short of exceptional, and we will work diligently in the future to mitigate challenges like this before they arise Please feel free to contact me directly with any questions Thank you.*** *** ***