Hercules Movers & Packers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Response to business The inaccuracies continue in these responses by the business and are testament to their lack to attention of detail and proper or complete research of the issues It is most unfortunate the business continues to be contentious and disputatious in regards to this matter, not to mention flat out incorrect Business comments:“It’s important to note that this was a very large move, a full foot truck to be exactWe completed this large move within ½ hours, with packing, crating, loading and unloading with no damages Although there was damage reported to one piece of furniture during this move, the damage was minimal, and according to the customer, was made worst by the customer’s use of the itemWe also take note that we received the claim a month and a half after the move was performed Although this is within the day filing guideline, we feel that the timing is a factor, if the move was not completed to the customer’s satisfaction as stated in the complaint.” These types of specious comments continue to be a distraction in the context of the issues at hand The dispute with respect to time spent on the moving process is entirely related to the inefficiencies surrounding the extra time required undoing and redoing the TV packing and, in particular, the time spent on the desk unassembly/reassembly without proper tools It has absolutely nothing to do with any other matters with the exception of these two items noted The extra time spent on these two aspects was well in excess of an hour of wasted time, thus the request for $reimbursement Furthermore, the Hercules now has fabricated an allegation against me indicating “Although there was damage reported to one piece of furniture during this move, the damage was minimal, and according to the customer, was made worst by the customer’s use of the item.” This is damage was not “minimal” as previously stated but more importantly, it was not made [sic] “worst” by my own use After the improper reassembly by their staff, the drawers of the desk are unusable It has not been used period since the improper reassembly as it now nonfunctioning and had worked perfectly prior to the move Their statement is entirely and I am uncertain how this was inferred in the context of any earlier statements As stated in my communication on October 26, 2016, I am no longer responding to the matters related to the names on the contract only to say the copy of the attached file is a charge I authorized [redacted] to make on MY credit card When any business takes a credit card over the phone, they should always ask the name on the credit card for proper authorization Obviously this was not done or overlooked in the lack of attention to detail As before, this has absolutely no impact on the issues in question On the matter of the communication during the moving day, I spoke at least twice to the office I believe as the service was not being performed and was not performed as expected I was pointing out items on the contract/estimate (i.e- the unpacking/repacking of TVs and then to point out extra time spent regarding the desk) to the office and was not “consistently directed to review the contract ” by having them pointed out to me Finally, the comments with respect to the claims process are inconsistent as noted in my communication on October 26, There was no mention of this process on the email received on September 27, as that was the only communication ever received in response to the letter of demand This communication clearly stated “Your claim will be forwarded to our claims adjuster , “ however, it was not explicit in the communication this was to be initiated on my part given the earlier comment “We shall treat your letter and photos as the filing of a damage claim ” As a courtesy, I have attempted to keep this matter at a professional level, however, I am incredulous, aside from the separate damage claim that the business cannot agree to reimburse me what I would consider a reasonable amount given the issues experienced I propose the business consider a reasonable amount upon which to settle to allow the matter to be closed Regards, ***

We are pleased to have this opportunity to address this customer’s concerns, as we take pride in servicing our customers with excellence.When we scheduled the move for [redacted] ***, we offered him a morning appointment, as we were aware that our workload for the day was very hectic because that was the end of the month - our busiest peakIt would have been more efficient for us to do his loading early and move on to the other moves scheduled for the dayUnfortunately [redacted] didn’t want to be scheduled for the morning and asked for a pick up window of pm – pm(we never promised 1pm as he stated, we always give hours window)As the day progressed, and we serviced other customers, we became aware that the moving crew assigned to this customer would be delayedWe made sure to keep in constant contact with [redacted] to keep him informed of the situation We continuously offered this customer an opportunity to reschedule or cancel his appointmentBecause [redacted] didn’t want to reschedule or cancel, we made a point to keep him aware of the movers’ progressBecause of the inconvenience this customer experienced, due to the delay of his moving crew, we discounted his hourly rate from $to $We also issued a refund of one hour of labor time ($119) to [redacted] ***' [redacted] credit card we have on file.Customer satisfaction is very important to us, and we have taken steps to compensate him for his inconvenienceHowever, we did dispatch a crew to complete the job for [redacted] as we promisedThe crew got there at 7:30pm, and did a great job, loading of his goods, efficiently, with professionalism, and without any damages to his propertyWe will be more than to happy to write him a written statement of apology for running hrs late, but we cannot issue a full credit for a job we completed properly and according to our contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint While yes the job was completed in a hour time frameI had to physically help the movers which is not good action for my recently replaced right hipThe only reason that I did help was that I was concerned about the employees of their company and their work day being so longThey did not arrive at 7:it was 8PMThe job was completed at 10pmThis being said, at best THEIR poorly managed schedules put me 6-hours behind my own schedule One of the workers, *** was absolutely rude and offensive directly to myself and it almost appeared at several times that he wanted to fight meUnprofessional to say the leastYes, Hercules was more than happy to cancel services, but that was not an option as I had to be out of that location by the morning of 6-30-without failTheir concerns for the customer do not existThe only thing I asked for was a refund of the now erroneous $trip charge that I would have gladly accepted had schedules been met It is not my fault that they cannot plan their logistics properlyBut it is their fault for putting me in much an unnecessary position
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Response to business The inaccuracies continue in these responses by the business and are testament to their lack to attention of detail and proper or complete research of the issues.  It is most unfortunate the business continues to be contentious and disputatious in regards to this matter, not to mention flat out incorrect.   Business comments:“It’s important to note that this was a very large move, a full 26 foot truck to be exact. We completed this large move within 7 ½ hours, with packing, crating, loading and unloading with no damages.  Although there was damage reported to one piece of furniture during this move, the damage was minimal, and according to the customer, was made worst by the customer’s use of the item. We also take note that we received the claim a month and a half after the move was performed.  Although this is within the 90 day filing guideline, we feel that the timing is a factor, if the move was not completed to the customer’s satisfaction as stated in the complaint.” These types of specious comments continue to be a distraction in the context of the issues at hand.  The dispute with respect to time spent on the moving process is entirely related to the inefficiencies surrounding the extra time required undoing and redoing the TV packing and, in particular, the time spent on the desk unassembly/reassembly without proper tools.  It has absolutely nothing to do with any other matters with the exception of these two items noted.  The extra time spent on these two aspects was well in excess of an hour of wasted time, thus the request for $115 reimbursement.   Furthermore, the Hercules now has fabricated an allegation against me indicating “Although there was damage reported to one piece of furniture during this move, the damage was minimal, and according to the customer, was made worst by the customer’s use of the item.”  This is damage was not “minimal” as previously stated but more importantly, it was not made [sic] “worst” by my own use.  After the improper reassembly by their staff, the drawers of the desk are unusable.  It has not been used period since the improper reassembly as it now nonfunctioning and had worked perfectly prior to the move.  Their statement is entirely false and I am uncertain how this was inferred in the context of any earlier statements.   As stated in my communication on October 26, 2016, I am no longer responding to the matters related to the names on the contract only to say the copy of the attached file is a charge I authorized [redacted] to make on MY credit card.  When any business takes a credit card over the phone, they should always ask the name on the credit card for proper authorization.  Obviously this was not done or overlooked in the lack of attention to detail.  As before, this has absolutely no impact on the issues in question.    On the matter of the communication during the moving day, I spoke at least twice to the office I believe as the service was not being performed and was not performed as expected.  I was pointing out items on the contract/estimate (i.e. - the unpacking/repacking of TVs and then to point out extra time spent regarding the desk) to the office and was not “consistently directed . . . to review the contract…” by having them pointed out to me.   Finally, the comments with respect to the claims process are inconsistent as noted in my communication on October 26, 2016.  There was no mention of this process on the email received on September 27, 2016 as that was the only communication ever received in response to the letter of demand.  This communication clearly stated “Your claim will be forwarded to our claims adjuster . . . , “ however, it was not explicit in the communication this was to be initiated on my part given the earlier comment “We shall treat your letter and photos as the filing of a damage claim…”   As a courtesy, I have attempted to keep this matter at a professional level, however, I am incredulous, aside from the separate damage claim that the business cannot agree to reimburse me what I would consider a reasonable amount given the issues experienced.  I propose the business consider a reasonable amount upon which to settle to allow the matter to be closed. 
Regards,
 [redacted]

We are pleased to have this opportunity to address this customer’s concerns, as we take pride in servicing our customers with excellence.When we scheduled the move for [redacted], we offered him a morning appointment, as we were aware that our workload for the day was very hectic because that was...

the end of the month - our busiest peak. It would have been more efficient for us to do his loading early and move on to the other moves scheduled for the day. Unfortunately [redacted] didn’t want to be scheduled for the morning and asked for a pick up window of 12 pm – 2 pm. (we never promised 1pm as he stated, we always give 2 hours window)As the day progressed, and we serviced other customers, we became aware that the moving crew assigned to this customer would be delayed. We made sure to keep in constant contact with [redacted] to keep him informed of the situation.  We continuously offered this customer an opportunity to reschedule or cancel his appointment. Because [redacted] didn’t want to reschedule or cancel, we made a point to keep him aware of the movers’ progress. Because of the inconvenience this customer experienced, due to the delay of his moving crew, we discounted his hourly rate from $135 to $119. We also issued a refund of one hour of labor time ($119) to [redacted]'* credit card we have on file.Customer satisfaction is very important to us, and we have taken steps to compensate him for his inconvenience. However, we did dispatch a crew to complete the job for [redacted] as we promised. The crew got there at 7:30pm, and did a great job, loading of his goods, efficiently, with professionalism, and without any damages to his property. We will be more than to happy to write him a written statement of apology for running 5.5 hrs late, but we cannot issue a full credit for a job we completed properly and according to our contract.

Thank you for allowing us the opportunity to respond in an effort to resolve these issues. We would like to take this opportunity to apologize for any inconvenience that was caused during your move. We value our customers and make every effort to ensure customer satisfaction. We received a letter...

from this customer dated September 22, 2016, which listed several complaints, including a statement about one of our employees not wearing socks. While we take all issues raised by customers very seriously and with much concern, we cannot address issues that are irrelevant to the servicing of the job we are contracted to perform. This job was booked under the name [redacted] which, other than booking the job, we have yet to meet, speak to or otherwise interact with. When our movers arrived, we were surprised to know that we were servicing Mr. [redacted], as his name hadn’t been mentioned during the booking process and we had never spoken with him. During the move there was lots of miscommunication, regarding the details of the move, as we never spoke or dealt with him until the day of the move. We do our best to ensure that customers know what to expect on moving day, which is the purpose of our E-sign process. We did receive an E-Signature for this job, but it was completed by [redacted], and not [redacted] (please see exhibit E). In regards to the use of power tools, as moving professionals, it is important that we use tools that limit damage to our customers property. The use of power tools is not the best interest of our customers when disassembling and reassembling furniture, especially pressed wood items. Our movers are equipped with tools that are most appropriate for the services we provide. We have responded to this customer’s complaint in writing and have yet to hear from the customer. We would love the opportunity to resolve these issues, as we have attempted to do so through several communications, and have even suggested arbitration. We have a claims process for damages that was clearly explained to the customer. We also sent instructions on filing a claim for damages, but again, have not heard from the customer regarding filing a claim. Please see exhibit D. Customer was aware of packing services as he asked us to pack it for him, and he knew the packing prices.  We do mention on the E-sign estimate that packing materials are not included in the labor, and Mr. [redacted] was aware of the pricing of every box we packed for him. Please read exhibit E. The charges for packing were listed on the customer’s initial estimate, which was reviewed and e-signed by the customer, and the customer’s contract for services, which was signed and dated after the completed services on August 5, 2016. Unfortunately we deny the customer’s  demand for resolution of $315. In a previous communication with us, the customer mentioned litigation. We have no objection to arbitration or mediation that can be done by the Revdex.com or by American Arbitration Association. Please see exhibit E  We are happy to speak with the customer to resolve these issues, and/or provide any additional clarification of the claims process and/or service charges.