HAWAII STAGE AND LIGHTING RENTALS, INC.

Mattress is ready to be delivered.We called you a few times, tried to schedule  delivery time frame. Unfortunately we did not received any answer or call backs from you. Please give us a call to schedule delivery.Sincerely,

Complaint: [redacted]
I am rejecting this response because:I have several issues with the response that you received from Always Affordable Moving & Storage Inc. regarding my move on Thursday July 28, 2016. Regarding the late arrival at my house.  1.       The window given to me by Always Affordable Moving & Storage Inc. was between 9 and 11am Thursday morning.  At 11:30am I called the dispatcher (who later in the day advised me he was the most senior person at the office) to see where the crew was.  He told me the crew was stuck in traffic and would be at my home within the next hour and a half.  They arrived around just after 1pm.  He did not mention the late arrival was due to billing concerns as mentioned in their response to my claim (see below in bold)….. We did arrive late to the drop off location on 7/28/16 only because the customer was arguing with our company and [redacted] Inc. on 7/27/16 regarding his method of payment stating that he was not aware of the fact that the balance must be paid in form of Cash, Money Order Or Certified Check ( Cashier's Check). Please see our contract attached with the customer's signature on the Form of Payment part. We also attached the customer's contract with [redacted] Inc. with the Payment Terms part accentuated which he electronically signed after reviewing. There is no way the customer was not informed of the form of payment at delivery. We waited all day on 7/27/16 for this situation to be resolved.2.       When the movers arrived, I asked the driver how the drive went and where they got stuck in traffic.  He said the drive was fine and they hit a lot of traffic in [redacted].  He did not mention a late departure due to billing concerns.3.       On the previous afternoon (Wednesday afternoon around 3pm), I contacted the dispatcher at Always Affordable Moving & Storage Inc. and asked if a bank check would be suitable instead of a post office money order which was stipulated on the contract.  He said it would be acceptable.  I told him I was going to [redacted] to get the bank check.  (My wife and I decided to get a bank check from [redacted]  instead.)  The dispatcher made no mention at this time that his crew would be late due to the inquiry I had with [redacted] Inc.  4.       On that same day (6pm on Wednesday evening) I followed up with [redacted] , a manager at [redacted], Inc. regarding my inquiry.  She said she thought this matter was resolved because she spoke with Always Affordable Moving & Storage Inc. earlier in the afternoon and she was advised that I was getting a bank check from [redacted].  She made no mention that my issue would delay the arrival of my belongings.5.       My initial contact with Always Affordable Moving & Storage Inc. was on the morning of Wednesday July 27th, just after 9am.  They advised me that their policy was for cash or post office money order at time of delivery.  At no time did the dispatcher mention that my inquiry with [redacted], Inc. would delay the arrival of my belongings.  I also had a brief conversation with Always Affordable Moving & Storage Inc. shortly after noon on Wednesday.  Again, at no time did the dispatcher mention that my inquiry with [redacted], Inc. would delay the arrival of my belongings.  Regarding the crew’s departure from my house.Shortly after 5pm on Thursday July 28th, the driver came into my kitchen and advised me that they were behind schedule and had to leave.  He said that he was instructed to take everything off the truck and then leave.  I was shocked that no one had called me directly to tell me this.  When I asked who I could speak to, the driver said the office was currently closed and I could bring it up with their company in the morning.  I told him the job was not complete and he advised me he was just following orders and was a “slave” to the company.  He said his hands were tied. My realtor was in the house during this exchange in my kitchen.  I also had a gentlemen fixing my HVAC unit and my wife’s client at the house who heard me pleading for the movers to complete the job for which they were paid.  Regarding my instruction to leave everything in the garage.As I mentioned in my complaint, it took 4 men nearly 8 hours to load the truck in **.  That [redacted], In. said it would take 3 hours was surprising to me and I knew that was a ridiculous estimate.  If I had a problem with the fact that it took them nearly 8 hours, I would have called the company that day as they were loading the truck.  I was mystified that Always Affordable Moving & Storage Inc. ONLY sent 2 men to unload the truck.  It was a hot day so my wife, son and I assisted.  As the men brought boxes and bins into the garage we offered to help move them into my home.  I NEVER told them that the garage was the final destination.  Also, each box and bin had a specific destination clearly marked on the item and the movers had no issue following these instructions on the items they moved in the house themselves.  Later that day, the dispatcher told me that the customer under no circumstances should assist in the moving process.  That was NOT told to me by the movers.  The dispatcher also said that once the movers put an item down, that is to be considered its final destination.  First, that was NOT explained to me by either of the movers as we helped.  Second, that is NOT how this crew operated.  They moved several of the heavier bureaus and dressers into the garage, placed them down, then went back on the truck to get other items.  Then later moved these bigger items into the house.Regarding the price increase.I am not sure why that item was included in the response by Always Affordable Moving & Storage Inc.  I did not mention an issue with the price.  My issue is that they did not complete the job they were paid to do.It is obvious that Always Affordable Moving & Storage Inc. planned poorly when putting their schedule together for Thursday July 28, 2016.  They did not anticipate the traffic which got them to my house nearly two hours late.  They were understaffed which led them to be put further behind schedule.  I don’t think that the customer should be held accountable do to their negligence.  Ove the course of Wednesday and Thursday, Always Affordable Moving & Storage Inc. had every opportunity to communicate with me a billing issue that would delay delivery of my belongings and company policy that would prevent them from completing the job they were contracted to do. Thank you,[redacted]
Regards,
[redacted]

Dear [redacted],Based on the information you provided, the first available delivery date was November 11th. Based on the regulations of Department of Transportation any delivery within the United States may take up to 21 business days starts from the first available date with no any additional...

storage cost.Anyway, your delivery was completed on the  November 18th, which is 7 days after first available.Sincerely,Always Affordable Moving & Storage Inc.

We apologize for the inconvenience we have caused during your recent household goods move. The mattress has been found and will be delivered within 7 business days to your current address. We strive to provide our customers with the best service possible and therefore completely acknowledging...

our mistake we will send you a check for the amount of $100.00.

Complaint: [redacted]
I am rejecting this response because: I understand that you are neither an ambulance nor an aircraft and that schedules are estimated, however this somewhat dismissive claim does not excuse what displeased me most regarding the service I received. What left me the most dissatisfied and inconvenienced, was the fact that your movers dropped my belongings in my garage and left me to complete what I had paid your company to do, claiming they were late for another.  In this situation, whether or not your employees are running late, it should be the company’s chief concern to complete the job at hand that has been paid for and if necessary, arrive late to the next job, as they did to mine.  I also take issue with the claim that your movers were late to my house that morning due to a billing concern.  I do not believe this to be true at all because as I mentioned earlier, I spoke with your company the previous afternoon and this was never mentioned.  In fact the only time this came to light was after I filed my complaint.  In this matter I will accept $750. Regards,
[redacted]

Dear Mr. [redacted] you should understand that the moving truck is not an ambulance or an aircraft ,which in fact can be late as well. Your pick up and delivery time were just estimated but not guaranteed. For the inconvenience that might have occurred during your move we can offer you a compensation in amount of $200.00. Please advise if you are willing to accept the offer.

Dear Mrs. [redacted],We apologize for any inconvenience we might have caused. Your dresser is currently in our possession and will be delivered as soon as we dispatch one of our vehicles to Florida. As to the missing boxes you will have to file a claim for those are not in our possession. To report...

any missing belongings please go to [redacted] then click on the registration link and follow the instructions. If you have any additional questions or concerns do not hesitate to contact us at ###-###-####.Thank youAlways Affordable Moving and Storage Inc.

Our experience with [redacted] Inc. has never been bad and we have never had any type of issues with this moving broker before. One of our crews indeed arrived at the customer's pickup location on 7/25/16 with 4 men and an 18-wheeler and it did take them 8 hours to load the customer's belongings on...

their truck. The customer stated that he was promised a 3-hour loading period which turned out to be false after speaking with [redacted] Inc. They confirmed that no promise regarding any loading period can be given because it would depend on a lot of circumstances ( weather conditions, location of pick up, distance between a truck and an entrance to pick up location etc.). We did arrive late to the drop off location on 7/28/16 only because the customer was arguing with our company and [redacted] Inc. on 7/27/16 regarding his method of payment stating that he was not aware of the fact that the balance must be paid in form of Cash, Money Order Or Certified Check ( Cashier's Check). Please see our contract attached with the customer's signature on the Form of Payment part. We also attached the customer's contract with [redacted] Inc. with the Payment Terms part accentuated which he electronically signed after reviewing. There is no way the customer was not informed of the form of payment at delivery. We waited all day on 7/27/16 for this situation to be resolved. Our crew left at around 7p.m. on 7/27/16, drove 100 according to the driver's log book and went to rest and that is what caused the delay. When the crew started unloading the customer's belongings from the truck the customer was directing the crew as to where to put his boxes and furniture. The crew was told to put ALL the boxes into the garage along with the disassembled pool table which needn't be assembled at first according to the customer. The crew put the beds into the designated areas and according to the customer's request needn't be assembled by the crew because the customer wanted to assemble the beds himself.  After the customer spoke with the dispatcher the latter advised that the crew will assemble the pool table AND the beds (not the pool table only) but will not move any of the boxes because the customer changed his mind. As per the price increase please see the Interstate Revised Written Estimate attached with the customer's signature and initials. The price given by [redacted] Inc. covered the transportation of 1906 cubic feet ( please see the Original Estimate attached) however 2500 cubic feet were transported instead (please see the Interstate Revised Written Estimate attached and the Interstate Bill of Lading Contract and Order For Service). No one forced the customer to help the crew in unloading the truck, he was doing so of his own volition.