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J&L Welding & Machine, Inc.

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Reviews J&L Welding & Machine, Inc.

J&L Welding & Machine, Inc. Reviews (1)

Initial Business Response /* (1000, 5, 2015/12/02) */
This is in response to the complaint you received from customer: [redacted]
The day of the move, The guys informed us that the straps had broke and the customer was really upset.
The owner went over there to talk to her and told her...

that he would fix it for her, meaning he would take care of it, he knew about the couch and contacted a upholster company right away, who does great work, he never mentioned a patch job to the customer.He actually told her that if that was the case, we don't go there and would have it fixed where she bought the couch.
He did not know about all the other damages until she sent pictures the following day and he had all ready contacted the Upholster company, We saw the pictures the next day, I informed the owner [redacted] and he called her to start off with the couch that he had all ready been in contact with the upholster company, and wanted to find out when it was the best time for him to go over, before he could get anything else out, she continued to speak and would not let him speak to finish what he was going to do for her, his intentions were to fix her problems, all of them,He wanted to go and view everything that she had sent pictures of and discuss what he was going to do,he asked her if he could speak for 5 minutes and [redacted] we were unable to discuss any further options for her repairs / replacements.
We take care of all our complaints and deal with customers daily, this customer was furious and would not let him explain in detail what he was going to do, he had no intentions on patching anything.
His intentions were to deal with this customer right away and he did, [redacted] He went over the pictures the next day, but had all ready gotten a hold of the reupholstry company to meet with her,He wanted to ask her when it would be a good time for him to go over, at no point at all did he say he wanted to patch her couch.
He realizes that our Employees messed up and should of taken more precaution, the owner feels it is the Employees fault and by all means wanted to look after [redacted] and her belongings, [redacted] contacted her to start with the couch but again she did not want to hear about it, she wanted everything fixed right then and there before he could even ask her to go and view the items, but did not give him a chance to explain, he told her that he was going to start with the couch,that is all he could get out and she would not let him speak,He wants to take care of this but was not given the opportunity in doing so, The guys do a lot of moves and deliveries, we have had damages before and always have taken care of them, both sides have to come to an agreement as what the action plan ahead will be, however she did not mention that now she wants [redacted] to fix her couch, nor replace jewlery cabinet or repair picture frame,he was not given the opportunity in going over to view the rest of the damages in person and was sent pictures instead the following day, by the time she sent the pics again he had all ready contacted the person for her couch, that was the start of it until he saw the pics and tried to talk to her, with no success.He would like to go over and take his own pictures and put his action plan in place.
The bottom line is he wants to take care of this customers complaint if he could talk to her,[redacted]
We have contractors in place that we hire to fix what can be fixed and what needs to be replaced has to go through the customer and owner on agreement by both sides.
Let us go in and take our pictures and what ever needs to be done, we will proceed.
We want nothing more then to look after this customer as we do with all complaints.Had she not have called the owner a liar and hang up, Things would have progressed by now.
We have not charged her for her move . nor has she paid anything, Nothing has been mentioned except her damages, on proceeding with fixing her complaint, we expect that her move be paid in full as well.
Thank you
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I have been more than reasonable for the damages that were caused to my furniture. On the day of the move the movers were to follow me at [redacted] They did not. I had to wait in -15 freezing temp. I called they were gone to a meeting. When they arrived and opened door and seen all the load had fallen in truck the movers called owner about all the damages, I ask to speak to him, they passed cell to me,,[redacted] said he would be there in 5 minutes, then asked to speak to employee which told me after he was not coming for at least another hour, therefore he lied to me.I told them to start unloading at house then went to mini storage where I told employess to call owner to come down immediately to see damages. [redacted], another employee showed up,,,with 2 movers that made a total of 5 employess who seen damages. Why does he say he did not see damages until I sent pictures? He was there at storage unit where he said to me he would patch couch and did not even want to discuss other damages until couch was repaired, [redacted] would NOT discuss other broken items. The following day [redacted] called regarding repairing the couch, Again I asked about the other damages, and he said he would not address until couch was repaired. [redacted] He was in the truck day of move looking at the damages and came to talk to me.[redacted] and other employee left and 2 others unpacked the truck Before they left the older mover asked me if I wanted to pay in cash for move. [redacted] I have only gone to unit Saturday to as the damages, torn couch, scuffed leather on chair bottom, broken doors on storage cabinet, broken wood on wood claw table leg, numerous broken wood on posters of bed, scatches on top of tall vase, scratched filing cabinet, broken bamboo rack, crack on side of jewelry cabinet.. the dining room chair I have repaired, the picture frame I have retouched and repaired. As offered in their reply, I want [redacted] to pick up and repair the couch and chair, the broken storage cabinet was purchased at [redacted], it would have to be replaced new since the doors and hinges are broken, I can give them the model number and they can reorder and [redacted] can deliver it to my house, all the rest is a lot of wood damage to posters on bed and claw foot chair,,,I will look into getting a furniture repairmen to come and assess what is cost to repair wood damage if it can be repaired or needs to be replaced.
Final Business Response /* (4000, 26, 2016/01/13) */
We would like to inform you that [redacted] has been contacted January 12, 2016 by[redacted] from [redacted], We are hoping to resolve this matter,[redacted] will be working with her until she is satisfied.
Thank you
[redacted]
Final Consumer Response /* (2000, 39, 2016/01/25) */
BOTH parties have reached a agreement to settle the dispute and any future claim to/from both parties.
Thanks to[redacted] for his great negotiating skills, and hope that [redacted] makes the necessary changes in customer service and their moving abilities to not cause this situation to ever happen again. To the 2 movers, I feel for them because they tried their best to do the job with almost no equipment.

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Address: 19 Arthur St, Gloucester, Massachusetts, United States, 01930-2736

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