We apologize to Mrs [redacted] for any inconvenienceThe agreed upon refund of $is available at any Western Union in Nebraska for immediate pick upPlease use MTCN tracking number [redacted] to pick up your refund at any timeRespectfully, management at Preferred Relocation
It is difficult to respond to such a responseRather than just repeating the identical words that were presented in our initial response (as Mr [redacted] has clearly done,) we will attempt to explain once again It is challenging at best) to reason with someone who refuses to listen to the other side of this scenarioWe don't know if Mr [redacted] is accustomed to rules being bent around him, or if his methods of intimidation normally function in his favorbut we stand firm in our beliefsWhen a client decides to book their move with our company (after examining all of their options and weighing out all of the viable choices) they provide a non-refundable deposit to show good faithMr [redacted] was well aware that "changing his mind" would not be a valid justification for a refundHe just refuses to accept this and really has no concern for how it affects the people who work hard all around himOur company has done nothing wrong, and although NO amount of reassurance appears to be enough to him, we attempted to provide it He continued to entertain other companies (by receiving estimates and discussing his inventory and "special needs") and eventually a competitor managed to place doubt in Mr [redacted] 's mind (justified or not.) After his move was booked, we asked the client to start packing and stop shoppingWe asked him to please take comfort in our many years of experience and enjoy the relief of knowing a very difficult step in the relocation process was now completed (choosing the company to transport his precious belongings.) Despite our suggestion, guidance, and warnings about the vicious competitors which exists in the moving industry, Mr [redacted] refused to move forwardOnce our legally binding contract was executed, and he was now in the safe and experienced hands of a family owned, professional, experienced company, he was (legally and morally) supposed to proceed to the next step - packing up his posessions Again, our company has upheld our end of the contract thus far, and it is abundantly clear that the only "marginalizing" being exhibited in this situation is by Mr [redacted] (with reference to his legally binding contract.) Respectfully, Management - Preferred Relocation
We are truly sorry to hear about Mr [redacted] ’s desire to cancel his move, and especially disappointed to read the inaccurate information supplied in his complaintBecause we have moved thousands of families across the country for over a decade, we are fully aware of the enormous undertaking that relocating can be We are also surprised to learn that Mr [redacted] felt ignored by our company or that his move-specific issues were somehow “marginalized,” as he stated In fact, numerous calls were promptly answered by our staff, and all of the “special needs” mentioned in the complaint were addressed in great detail and in no uncertain termsCal (Mr [redacted] ’s salesperson) is a seasoned moving coordinator with years of experience in the industry, and he was extremely detailed in the estimation process Attached you will find the original version (signed/approved by the client on June 4, 2015,) as well as an updated estimate, which painstakingly addresses each and every “special need,” as well as all of the almost items Mr [redacted] reported to us The first estimate includes the original inventory (as stated by the client himself,) which amounted to under items, and does, in fact, address the possibility of driveway-access issues It is important to note that the updated estimate, which included any items Mr [redacted] added, was signed by the client on June 11, This is two days after he reports there was a “problem” (mentioned under the background section of his complaint.) If there was a problem, then why did Mr [redacted] acknowledge and approve an updated and extremely detailed estimate days after? The moving estimate outlines any/all aspects of the client’s specific relocation, and is a binding agreement Under the section titled “additional services” is a detailed explanation of the terms, conditions, and additional charge associated with Mr [redacted] ’s potentially “inaccessible” driveway It is important to note that all of the special circumstances associated with the client’s move, as well as any prospective issues were addressed verbally (during the numerous lengthy phone conversations between Cal and the client.) Contrary to the accusations made in the complaint, neither the 1000+ pound lathe, nor the potentially inaccessible driveway were marginalized, trivialized, or swept under the rug in any manner (as evidenced by the original estimate and the updated version - both approved/signed by Mr [redacted] .) These issues (which are not uncommon to our company or the moving industry) were discussed, documented, and under control It is true that certain bulky items, like Mr [redacted] ’s lathe, sometimes require a third-party specialist to safely/professionally handle what a household moving company, such as ourselves, cannot We are not unique in this respect, and the majority of companies utilize the same practice when dealing with specialty items (for example a grand piano, a hot tub, or a pool table.) Cal discussed at length all available options with the client, and though it appears that Mr [redacted] was unhappy with the idea of needing a specialty contractor for his 1000+ pound lathe, the inevitability and necessity of the requirements were outlined and understood (see estimate/acknowledgment by the client.) As far as our estimation process is concerned, it has been consistently utilized for countless clients over the years, and has proven emphatically to be accurate/precise as long as all of the client’s items are reported during the inventory process Despite what Mr [redacted] states in his complaint, a visit is not required to attain an accurate inventory or estimate What is required though, is an honest representation of all items to be moved by the client It is unfair and downright for Mr [redacted] to imply that only visual estimates are precise In fact, an estimator can provide a sense of security that is only apparent when move day arrivesWe stand behind our estimate (which outlines all “special needs” and household items,) as well as our salesperson Cal, who spent much time educating and preparing Mr [redacted] for his complex move If the client became anxious, worried, or in any way concerned about his relocation or the items that needed to be addressed, it is not Cal’s fault, as each and every one of Mr [redacted] ’s issues were covered exhaustively As far as Mr [redacted] ’s deposit is concerned, it is in no way “illegitimate,” and the use of a reservation deposit is commonplace in the moving industry It is utilized as a protective measure for our company, and exists to avoid the very behavior that Mr [redacted] is displaying If a client can cancel simply on the grounds that they changed their minds, our business couldn’t survive When a client’s move is reserved (with a good faith deposit,) the space in our truck is no longer available or for saleClients who desired the same dates as Mr [redacted] were refused their requests, because we honor our end of the contract A specific moving truck is considered “booked” for those specific dates and that specific route It appears that Mr [redacted] is not concerned about this Many businesses in various industries, not just moving, collect a good faith deposit as acknowledgement that both parties agree on the terms and the dates To say that it is “not sanctioned” by the moving industry is unreasonable and false We believe that any fears/doubts about his deposit, his bulky or specialized items, or any other issues arose after Mr [redacted] allowed one too many competitors into his ear The moving industry, unfortunately, is full of very hungry salespeople who will utilize fear tactics to secure a move of this size When the deposit was explained, along with the possibility of access issues, the bulky lathe, etc., Mr [redacted] was in full agreement, and even expressed relief that his big move was finally scheduled None of the concerns he mentioned in his complaint were expressed until a competitor appeared at his home It is clear that our competitor saw an opportunity, but it is unfair to discard our agreement based on the assumptions he set forth The contract Mr [redacted] signed clearly states that his deposit is non-refundable We included a copy of this binding estimate, along with his signed credit card authorization and copy of driver’s license, as further proof that he was fully aware of our policy There are situations which require a refund to be processed, such as an inability to service a client, but in this case we cannot We have done nothing to warrant a refund request, and are prepared to fulfill our end of the contract, as promised All Mr [redacted] has made are assumptions about Cal and our company, and we hope that the client will provide us the opportunity to prove it We are proud to be a family-owned, well rated moving company with many years in business servicing both simple and more complex moves, such as Mr [redacted] ’s Unfortunately, if the client refuses our services (which are contractually bound,) he would not receive a refund, and in addition, he would require an alternative moving company (who would charge him for their services.) We hope that Mr [redacted] can see that this scenario is completely unnecessary and would further complicate his already substantial relocation The fact that he has already disputed the charge for his deposit is unfortunate, but once that charge is upheld (as it will be based on our legal agreement) we will offer Mr [redacted] the services we agreed to Respectfully,
Dear [redacted] ***, we apologize for the delays you've experienced with your deliveryWe must establish that our office has, in fact, remained in communication with you as the events unfoldUnfortunately, we are sometimes faced with events that are outside of our control, and the best we can do in these circumstances is communicate with our clientWe are sincerely sorry for any inconvenience you are experiencing, and we assure you that both our customer support & dispatch teams are working together to minimize the damage these delays cause for you and your familySincerely, the management team at Preferred Relocation
I am rejecting this response because: What part of the original complaint don't you understandAs usual your marginalizing your actionsIt appears you like to hear yourself type and say nothing [redacted]
Dear Mrs***, first of all, we apologize for the inconvenience, distress, and problems created by our failureWe take great care to ensure a positive, hassle-free moving experience for each of our clients, and we sincerely apologize for the complications during your moveAs a licensed carrier
of household goods, we are only legally authorized to transport household goods, and we are not licensed to transport vehiclesAs a convenience to our customers, we are usually happy to recommend a 3rd party auto transport company to any of our clients that wish to hire our service to transport their household goods, but also require auto transportIn this particular case, the auto transport company that we referred to you for auto transport had a service failure for reasons beyond our controlBecause of the auto transport company's inability to transport your vehicle within the requested timeframe, you were forced to rent a uhaul trailerFor this we sincerely apologize, as we realize the inconvenience and added stress this caused for your long distance journeyAfter conducting a careful investigation of your move, we have located a receipt for the Uhaul trailer that was faxed to our office, and we fully agree to compensate you for half of the cost of your Uhaul trailerAccording to the receipt, your expense for the Uhaul trailer was $752.76, and in good faith we will be reimbursing you $in the form of a money order via mailOur claims department is designated to handle any and all claims related to damages incurred during the moveThe amount of the claim settlement is strictly based on the level of coverage that you elected out of the options of coverage made available to you for your belongings during your interstate moveWe apologize for any shortcomings on behalf of our team, and also for any shortcomings on behalf of the auto transport companyWe hope that this is acceptable to you, and once again, we apologize for your less than stellar experience with our moving servicePlease allow 7-calendar days for the reimbursement check to arrive at the address listedRespectfully, management - Preferred Relocation
Dear ***:We are truly sorry that you weren’t completely satisfied with your moving experienceAs you know, it is crucial to disclose all items before the moving truck arrivesOn the day of your move, we discovered significantly more items than what you had disclosedWe were able to
load over 25% more than what you originally reported, but it was impossible to load all of the items we weren’t made aware ofRemember, space in a moving truck is allotted based on the inventory that a client provides during the estimation processWhen such a large misrepresentation of inventory exists, it can cause space and logistical issues, as well as price adjustmentsThe additional costs that you incurred were a direct result of your overages, as wellIt is important to note that the reason you hired us to move you the second time is because you were satisfied with our service the first timeFor over a decade, we have satisfied thousands of customers every yearWe pride ourselves in the number of repeat/referral clients that continue to trust us, and our reputation speaks for itselfWe appreciate your feedback because we take every client comment very seriouslySincerely, The Management Team Preferred Relocation
*** ***, Please check your email again for the claim form, we sent it twiceYour $5,move cost was based on the size of the shipment that we transported for you from California to TexasIf you have any questions, please contact us at any of the numbers that you have (also included in the claim email)Thank you, management at Preferred Relocation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as far as the U-Haul cost is concerned. I do accept that none of my damages were covered. Please review my original complaint and provide me with an acceptable resolution
It is difficult to respond to such a response. Rather than just repeating the identical words that were presented in our initial response (as Mr. [redacted] has clearly done,) we will attempt to explain once again. It is challenging at best) to reason with someone who refuses to listen to the other side of this scenario. We don't know if Mr. [redacted] is accustomed to rules being bent around him, or if his methods of intimidation normally function in his favor.... but we stand firm in our beliefs. When a client decides to book their move with our company (after examining all of their options and weighing out all of the viable choices) they provide a non-refundable deposit to show good faith. Mr. [redacted] was well aware that "changing his mind" would not be a valid justification for a refund. He just refuses to accept this and really has no concern for how it affects the people who work hard all around him. Our company has done nothing wrong, and although NO amount of reassurance appears to be enough to him, we attempted to provide it. He continued to entertain other companies (by receiving estimates and discussing his inventory and "special needs") and eventually a competitor managed to place doubt in Mr. [redacted]'s mind (justified or not.) After his move was booked, we asked the client to start packing and stop shopping. We asked him to please take comfort in our many years of experience and enjoy the relief of knowing a very difficult step in the relocation process was now completed (choosing the company to transport his precious belongings.) Despite our suggestion, guidance, and warnings about the vicious competitors which exists in the moving industry, Mr. [redacted] refused to move forward. Once our legally binding contract was executed, and he was now in the safe and experienced hands of a family owned, professional, experienced company, he was (legally and morally) supposed to proceed to the next step - packing up his posessions. Again, our company has upheld our end of the contract thus far, and it is abundantly clear that the only "marginalizing" being exhibited in this situation is by Mr. [redacted] (with reference to his legally binding contract.) Respectfully, Management - Preferred Relocation
I am rejecting this response because: What part of the original complaint don't you understand. As usual your marginalizing your actions. It appears you like to hear yourself type and say nothing.
[redacted]
Dear [redacted], we apologize for the delays you've experienced with your delivery. We must establish that our office has, in fact, remained in communication with you as the events unfold... Unfortunately, we are sometimes faced with events that are outside of our control, and the best we can do in...
these circumstances is communicate with our client. We are sincerely sorry for any inconvenience you are experiencing, and we assure you that both our customer support & dispatch teams are working together to minimize the damage these delays cause for you and your family. Sincerely, the management team at Preferred Relocation.
We apologize to Mrs [redacted] for any inconvenience. The agreed upon refund of $376.38 is available at any Western Union in Nebraska for immediate pick up. Please use MTCN tracking number [redacted] to pick up your refund at any time. Respectfully, management at Preferred Relocation
We are truly sorry to hear about Mr. [redacted]’s desire to cancel his move, and especially disappointed to read the inaccurate information supplied in his complaint. Because we have moved thousands of families across the country for over a decade, we are fully aware of the...
enormous undertaking that relocating can be. We are also surprised to learn that Mr. [redacted] felt ignored by our company or that his move-specific issues were somehow “marginalized,” as he stated. In fact, numerous calls were promptly answered by our staff, and all of the “special needs” mentioned in the complaint were addressed in great detail and in no uncertain terms. Cal (Mr. [redacted]’s salesperson) is a seasoned moving coordinator with years of experience in the industry, and he was extremely detailed in the estimation process. Attached you will find the original version (signed/approved by the client on June 4, 2015,) as well as an updated estimate, which painstakingly addresses each and every “special need,” as well as all of the almost 200 items Mr. [redacted] reported to us. The first estimate includes the original inventory (as stated by the client himself,) which amounted to under 100 items, and does, in fact, address the possibility of driveway-access issues. It is important to note that the updated estimate, which included any items Mr. [redacted] added, was signed by the client on June 11, 2015. This is two days after he reports there was a “problem” (mentioned under the background section of his complaint.) If there was a problem, then why did Mr. [redacted] acknowledge and approve an updated and extremely detailed estimate days after? The moving estimate outlines any/all aspects of the client’s specific relocation, and is a binding agreement. Under the section titled “additional services” is a detailed explanation of the terms, conditions, and additional charge associated with Mr. [redacted]’s potentially “inaccessible” driveway. It is important to note that all of the special circumstances associated with the client’s move, as well as any prospective issues were addressed verbally (during the numerous lengthy phone conversations between Cal and the client.) Contrary to the accusations made in the complaint, neither the 1000+ pound lathe, nor the potentially inaccessible driveway were marginalized, trivialized, or swept under the rug in any manner (as evidenced by the original estimate and the updated version - both approved/signed by Mr. [redacted].) These issues (which are not uncommon to our company or the moving industry) were discussed, documented, and under control. It is true that certain bulky items, like Mr. [redacted]’s lathe, sometimes require a third-party specialist to safely/professionally handle what a household moving company, such as ourselves, cannot. We are not unique in this respect, and the majority of companies utilize the same practice when dealing with specialty items (for example a grand piano, a hot tub, or a pool table.) Cal discussed at length all available options with the client, and though it appears that Mr. [redacted] was unhappy with the idea of needing a specialty contractor for his 1000+ pound lathe, the inevitability and necessity of the requirements were outlined and understood (see estimate/acknowledgment by the client.) As far as our estimation process is concerned, it has been consistently utilized for countless clients over the years, and has proven emphatically to be accurate/precise as long as all of the client’s items are reported during the inventory process. Despite what Mr. [redacted] states in his complaint, a visit is not required to attain an accurate inventory or estimate. What is required though, is an honest representation of all items to be moved by the client. It is unfair and downright false for Mr. [redacted] to imply that only visual estimates are precise. In fact, an estimator can provide a false sense of security that is only apparent when move day arrives. We stand behind our estimate (which outlines all “special needs” and household items,) as well as our salesperson Cal, who spent much time educating and preparing Mr. [redacted] for his complex move. If the client became anxious, worried, or in any way concerned about his relocation or the items that needed to be addressed, it is not Cal’s fault, as each and every one of Mr. [redacted]’s issues were covered exhaustively. As far as Mr. [redacted]’s deposit is concerned, it is in no way “illegitimate,” and the use of a reservation deposit is commonplace in the moving industry. It is utilized as a protective measure for our company, and exists to avoid the very behavior that Mr. [redacted] is displaying. If a client can cancel simply on the grounds that they changed their minds, our business couldn’t survive. When a client’s move is reserved (with a good faith deposit,) the space in our truck is no longer available or for sale. Clients who desired the same dates as Mr. [redacted] were refused their requests, because we honor our end of the contract. A specific moving truck is considered “booked” for those specific dates and that specific route. It appears that Mr. [redacted] is not concerned about this. Many businesses in various industries, not just moving, collect a good faith deposit as acknowledgement that both parties agree on the terms and the dates. To say that it is “not sanctioned” by the moving industry is unreasonable and false. We believe that any fears/doubts about his deposit, his bulky or specialized items, or any other issues arose after Mr. [redacted] allowed one too many competitors into his ear. The moving industry, unfortunately, is full of very hungry salespeople who will utilize fear tactics to secure a move of this size. When the deposit was explained, along with the possibility of access issues, the bulky lathe, etc., Mr. [redacted] was in full agreement, and even expressed relief that his big move was finally scheduled. None of the concerns he mentioned in his complaint were expressed until a competitor appeared at his home. It is clear that our competitor saw an opportunity, but it is unfair to discard our agreement based on the assumptions he set forth. The contract Mr. [redacted] signed clearly states that his deposit is non-refundable. We included a copy of this binding estimate, along with his signed credit card authorization and copy of driver’s license, as further proof that he was fully aware of our policy. There are situations which require a refund to be processed, such as an inability to service a client, but in this case we cannot. We have done nothing to warrant a refund request, and are prepared to fulfill our end of the contract, as promised. All Mr. [redacted] has made are assumptions about Cal and our company, and we hope that the client will provide us the opportunity to prove it. We are proud to be a family-owned, well rated moving company with many years in business servicing both simple and more complex moves, such as Mr. [redacted]’s. Unfortunately, if the client refuses our services (which are contractually bound,) he would not receive a refund, and in addition, he would require an alternative moving company (who would charge him for their services.) We hope that Mr. [redacted] can see that this scenario is completely unnecessary and would further complicate his already substantial relocation. The fact that he has already disputed the charge for his deposit is unfortunate, but once that charge is upheld (as it will be based on our legal agreement) we will offer Mr. [redacted] the services we agreed to. Respectfully,
Complaint: [redacted]
I am rejecting this response because: I did not receive any claim form in my e mail from preferred relocation. Also you guys keep saying it was beyond your control but that's not the case.. you promise someone that their stuff will be here between Dec. 4-14 and don't get it here until Dec 26th?? Even if there was bad weather or something that shouldn't make my stuff almost two weeks late!! You guys need to care about your customers and try harder to get them their stuff when promised... Everytime I called to check on my stuff no one had any answers for me . I would like to claim my broken items and one missing item but that does not resolve the fact that I had to pay over 5 grand and my stuff took 25 days to get delivered after Christmas.. please e mail me the claims forms..
Regards,
[redacted]
We apologize to Mrs [redacted] for any inconvenienceThe agreed upon refund of $is available at any Western Union in Nebraska for immediate pick upPlease use MTCN tracking number [redacted] to pick up your refund at any timeRespectfully, management at Preferred Relocation
It is difficult to respond to such a responseRather than just repeating the identical words that were presented in our initial response (as Mr [redacted] has clearly done,) we will attempt to explain once again It is challenging at best) to reason with someone who refuses to listen to the other side of this scenarioWe don't know if Mr [redacted] is accustomed to rules being bent around him, or if his methods of intimidation normally function in his favorbut we stand firm in our beliefsWhen a client decides to book their move with our company (after examining all of their options and weighing out all of the viable choices) they provide a non-refundable deposit to show good faithMr [redacted] was well aware that "changing his mind" would not be a valid justification for a refundHe just refuses to accept this and really has no concern for how it affects the people who work hard all around himOur company has done nothing wrong, and although NO amount of reassurance appears to be enough to him, we attempted to provide it He continued to entertain other companies (by receiving estimates and discussing his inventory and "special needs") and eventually a competitor managed to place doubt in Mr [redacted] 's mind (justified or not.) After his move was booked, we asked the client to start packing and stop shoppingWe asked him to please take comfort in our many years of experience and enjoy the relief of knowing a very difficult step in the relocation process was now completed (choosing the company to transport his precious belongings.) Despite our suggestion, guidance, and warnings about the vicious competitors which exists in the moving industry, Mr [redacted] refused to move forwardOnce our legally binding contract was executed, and he was now in the safe and experienced hands of a family owned, professional, experienced company, he was (legally and morally) supposed to proceed to the next step - packing up his posessions Again, our company has upheld our end of the contract thus far, and it is abundantly clear that the only "marginalizing" being exhibited in this situation is by Mr [redacted] (with reference to his legally binding contract.) Respectfully, Management - Preferred Relocation
We are truly sorry to hear about Mr [redacted] ’s desire to cancel his move, and especially disappointed to read the inaccurate information supplied in his complaintBecause we have moved thousands of families across the country for over a decade, we are fully aware of the enormous undertaking that relocating can be We are also surprised to learn that Mr [redacted] felt ignored by our company or that his move-specific issues were somehow “marginalized,” as he stated In fact, numerous calls were promptly answered by our staff, and all of the “special needs” mentioned in the complaint were addressed in great detail and in no uncertain termsCal (Mr [redacted] ’s salesperson) is a seasoned moving coordinator with years of experience in the industry, and he was extremely detailed in the estimation process Attached you will find the original version (signed/approved by the client on June 4, 2015,) as well as an updated estimate, which painstakingly addresses each and every “special need,” as well as all of the almost items Mr [redacted] reported to us The first estimate includes the original inventory (as stated by the client himself,) which amounted to under items, and does, in fact, address the possibility of driveway-access issues It is important to note that the updated estimate, which included any items Mr [redacted] added, was signed by the client on June 11, This is two days after he reports there was a “problem” (mentioned under the background section of his complaint.) If there was a problem, then why did Mr [redacted] acknowledge and approve an updated and extremely detailed estimate days after? The moving estimate outlines any/all aspects of the client’s specific relocation, and is a binding agreement Under the section titled “additional services” is a detailed explanation of the terms, conditions, and additional charge associated with Mr [redacted] ’s potentially “inaccessible” driveway It is important to note that all of the special circumstances associated with the client’s move, as well as any prospective issues were addressed verbally (during the numerous lengthy phone conversations between Cal and the client.) Contrary to the accusations made in the complaint, neither the 1000+ pound lathe, nor the potentially inaccessible driveway were marginalized, trivialized, or swept under the rug in any manner (as evidenced by the original estimate and the updated version - both approved/signed by Mr [redacted] .) These issues (which are not uncommon to our company or the moving industry) were discussed, documented, and under control It is true that certain bulky items, like Mr [redacted] ’s lathe, sometimes require a third-party specialist to safely/professionally handle what a household moving company, such as ourselves, cannot We are not unique in this respect, and the majority of companies utilize the same practice when dealing with specialty items (for example a grand piano, a hot tub, or a pool table.) Cal discussed at length all available options with the client, and though it appears that Mr [redacted] was unhappy with the idea of needing a specialty contractor for his 1000+ pound lathe, the inevitability and necessity of the requirements were outlined and understood (see estimate/acknowledgment by the client.) As far as our estimation process is concerned, it has been consistently utilized for countless clients over the years, and has proven emphatically to be accurate/precise as long as all of the client’s items are reported during the inventory process Despite what Mr [redacted] states in his complaint, a visit is not required to attain an accurate inventory or estimate What is required though, is an honest representation of all items to be moved by the client It is unfair and downright for Mr [redacted] to imply that only visual estimates are precise In fact, an estimator can provide a sense of security that is only apparent when move day arrivesWe stand behind our estimate (which outlines all “special needs” and household items,) as well as our salesperson Cal, who spent much time educating and preparing Mr [redacted] for his complex move If the client became anxious, worried, or in any way concerned about his relocation or the items that needed to be addressed, it is not Cal’s fault, as each and every one of Mr [redacted] ’s issues were covered exhaustively As far as Mr [redacted] ’s deposit is concerned, it is in no way “illegitimate,” and the use of a reservation deposit is commonplace in the moving industry It is utilized as a protective measure for our company, and exists to avoid the very behavior that Mr [redacted] is displaying If a client can cancel simply on the grounds that they changed their minds, our business couldn’t survive When a client’s move is reserved (with a good faith deposit,) the space in our truck is no longer available or for saleClients who desired the same dates as Mr [redacted] were refused their requests, because we honor our end of the contract A specific moving truck is considered “booked” for those specific dates and that specific route It appears that Mr [redacted] is not concerned about this Many businesses in various industries, not just moving, collect a good faith deposit as acknowledgement that both parties agree on the terms and the dates To say that it is “not sanctioned” by the moving industry is unreasonable and false We believe that any fears/doubts about his deposit, his bulky or specialized items, or any other issues arose after Mr [redacted] allowed one too many competitors into his ear The moving industry, unfortunately, is full of very hungry salespeople who will utilize fear tactics to secure a move of this size When the deposit was explained, along with the possibility of access issues, the bulky lathe, etc., Mr [redacted] was in full agreement, and even expressed relief that his big move was finally scheduled None of the concerns he mentioned in his complaint were expressed until a competitor appeared at his home It is clear that our competitor saw an opportunity, but it is unfair to discard our agreement based on the assumptions he set forth The contract Mr [redacted] signed clearly states that his deposit is non-refundable We included a copy of this binding estimate, along with his signed credit card authorization and copy of driver’s license, as further proof that he was fully aware of our policy There are situations which require a refund to be processed, such as an inability to service a client, but in this case we cannot We have done nothing to warrant a refund request, and are prepared to fulfill our end of the contract, as promised All Mr [redacted] has made are assumptions about Cal and our company, and we hope that the client will provide us the opportunity to prove it We are proud to be a family-owned, well rated moving company with many years in business servicing both simple and more complex moves, such as Mr [redacted] ’s Unfortunately, if the client refuses our services (which are contractually bound,) he would not receive a refund, and in addition, he would require an alternative moving company (who would charge him for their services.) We hope that Mr [redacted] can see that this scenario is completely unnecessary and would further complicate his already substantial relocation The fact that he has already disputed the charge for his deposit is unfortunate, but once that charge is upheld (as it will be based on our legal agreement) we will offer Mr [redacted] the services we agreed to Respectfully,
Dear [redacted] ***, we apologize for the delays you've experienced with your deliveryWe must establish that our office has, in fact, remained in communication with you as the events unfoldUnfortunately, we are sometimes faced with events that are outside of our control, and the best we can do in these circumstances is communicate with our clientWe are sincerely sorry for any inconvenience you are experiencing, and we assure you that both our customer support & dispatch teams are working together to minimize the damage these delays cause for you and your familySincerely, the management team at Preferred Relocation
I am rejecting this response because: What part of the original complaint don't you understandAs usual your marginalizing your actionsIt appears you like to hear yourself type and say nothing [redacted]
Dear Mrs***, first of all, we apologize for the inconvenience, distress, and problems created by our failureWe take great care to ensure a positive, hassle-free moving experience for each of our clients, and we sincerely apologize for the complications during your moveAs a licensed carrier
of household goods, we are only legally authorized to transport household goods, and we are not licensed to transport vehiclesAs a convenience to our customers, we are usually happy to recommend a 3rd party auto transport company to any of our clients that wish to hire our service to transport their household goods, but also require auto transportIn this particular case, the auto transport company that we referred to you for auto transport had a service failure for reasons beyond our controlBecause of the auto transport company's inability to transport your vehicle within the requested timeframe, you were forced to rent a uhaul trailerFor this we sincerely apologize, as we realize the inconvenience and added stress this caused for your long distance journeyAfter conducting a careful investigation of your move, we have located a receipt for the Uhaul trailer that was faxed to our office, and we fully agree to compensate you for half of the cost of your Uhaul trailerAccording to the receipt, your expense for the Uhaul trailer was $752.76, and in good faith we will be reimbursing you $in the form of a money order via mailOur claims department is designated to handle any and all claims related to damages incurred during the moveThe amount of the claim settlement is strictly based on the level of coverage that you elected out of the options of coverage made available to you for your belongings during your interstate moveWe apologize for any shortcomings on behalf of our team, and also for any shortcomings on behalf of the auto transport companyWe hope that this is acceptable to you, and once again, we apologize for your less than stellar experience with our moving servicePlease allow 7-calendar days for the reimbursement check to arrive at the address listedRespectfully, management - Preferred Relocation
Dear ***:We are truly sorry that you weren’t completely satisfied with your moving experienceAs you know, it is crucial to disclose all items before the moving truck arrivesOn the day of your move, we discovered significantly more items than what you had disclosedWe were able to
load over 25% more than what you originally reported, but it was impossible to load all of the items we weren’t made aware ofRemember, space in a moving truck is allotted based on the inventory that a client provides during the estimation processWhen such a large misrepresentation of inventory exists, it can cause space and logistical issues, as well as price adjustmentsThe additional costs that you incurred were a direct result of your overages, as wellIt is important to note that the reason you hired us to move you the second time is because you were satisfied with our service the first timeFor over a decade, we have satisfied thousands of customers every yearWe pride ourselves in the number of repeat/referral clients that continue to trust us, and our reputation speaks for itselfWe appreciate your feedback because we take every client comment very seriouslySincerely, The Management Team Preferred Relocation
*** ***, Please check your email again for the claim form, we sent it twiceYour $5,move cost was based on the size of the shipment that we transported for you from California to TexasIf you have any questions, please contact us at any of the numbers that you have (also included in the claim email)Thank you, management at Preferred Relocation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as far as the U-Haul cost is concerned. I do accept that none of my damages were covered. Please review my original complaint and provide me with an acceptable resolution
It is difficult to respond to such a response. Rather than just repeating the identical words that were presented in our initial response (as Mr. [redacted] has clearly done,) we will attempt to explain once again. It is challenging at best) to reason with someone who refuses to listen to the other side of this scenario. We don't know if Mr. [redacted] is accustomed to rules being bent around him, or if his methods of intimidation normally function in his favor.... but we stand firm in our beliefs. When a client decides to book their move with our company (after examining all of their options and weighing out all of the viable choices) they provide a non-refundable deposit to show good faith. Mr. [redacted] was well aware that "changing his mind" would not be a valid justification for a refund. He just refuses to accept this and really has no concern for how it affects the people who work hard all around him. Our company has done nothing wrong, and although NO amount of reassurance appears to be enough to him, we attempted to provide it. He continued to entertain other companies (by receiving estimates and discussing his inventory and "special needs") and eventually a competitor managed to place doubt in Mr. [redacted]'s mind (justified or not.) After his move was booked, we asked the client to start packing and stop shopping. We asked him to please take comfort in our many years of experience and enjoy the relief of knowing a very difficult step in the relocation process was now completed (choosing the company to transport his precious belongings.) Despite our suggestion, guidance, and warnings about the vicious competitors which exists in the moving industry, Mr. [redacted] refused to move forward. Once our legally binding contract was executed, and he was now in the safe and experienced hands of a family owned, professional, experienced company, he was (legally and morally) supposed to proceed to the next step - packing up his posessions. Again, our company has upheld our end of the contract thus far, and it is abundantly clear that the only "marginalizing" being exhibited in this situation is by Mr. [redacted] (with reference to his legally binding contract.) Respectfully, Management - Preferred Relocation
This complaint has been resolved. Once I told them Revdex.com was involved I received my paymentThank you very much,
I am rejecting this response because: What part of the original complaint don't you understand. As usual your marginalizing your actions. It appears you like to hear yourself type and say nothing.
[redacted]
Dear [redacted], we apologize for the delays you've experienced with your delivery. We must establish that our office has, in fact, remained in communication with you as the events unfold... Unfortunately, we are sometimes faced with events that are outside of our control, and the best we can do in...
these circumstances is communicate with our client. We are sincerely sorry for any inconvenience you are experiencing, and we assure you that both our customer support & dispatch teams are working together to minimize the damage these delays cause for you and your family. Sincerely, the management team at Preferred Relocation.
We apologize to Mrs [redacted] for any inconvenience. The agreed upon refund of $376.38 is available at any Western Union in Nebraska for immediate pick up. Please use MTCN tracking number [redacted] to pick up your refund at any time. Respectfully, management at Preferred Relocation
We are truly sorry to hear about Mr. [redacted]’s desire to cancel his move, and especially disappointed to read the inaccurate information supplied in his complaint. Because we have moved thousands of families across the country for over a decade, we are fully aware of the...
enormous undertaking that relocating can be. We are also surprised to learn that Mr. [redacted] felt ignored by our company or that his move-specific issues were somehow “marginalized,” as he stated. In fact, numerous calls were promptly answered by our staff, and all of the “special needs” mentioned in the complaint were addressed in great detail and in no uncertain terms. Cal (Mr. [redacted]’s salesperson) is a seasoned moving coordinator with years of experience in the industry, and he was extremely detailed in the estimation process. Attached you will find the original version (signed/approved by the client on June 4, 2015,) as well as an updated estimate, which painstakingly addresses each and every “special need,” as well as all of the almost 200 items Mr. [redacted] reported to us. The first estimate includes the original inventory (as stated by the client himself,) which amounted to under 100 items, and does, in fact, address the possibility of driveway-access issues. It is important to note that the updated estimate, which included any items Mr. [redacted] added, was signed by the client on June 11, 2015. This is two days after he reports there was a “problem” (mentioned under the background section of his complaint.) If there was a problem, then why did Mr. [redacted] acknowledge and approve an updated and extremely detailed estimate days after? The moving estimate outlines any/all aspects of the client’s specific relocation, and is a binding agreement. Under the section titled “additional services” is a detailed explanation of the terms, conditions, and additional charge associated with Mr. [redacted]’s potentially “inaccessible” driveway. It is important to note that all of the special circumstances associated with the client’s move, as well as any prospective issues were addressed verbally (during the numerous lengthy phone conversations between Cal and the client.) Contrary to the accusations made in the complaint, neither the 1000+ pound lathe, nor the potentially inaccessible driveway were marginalized, trivialized, or swept under the rug in any manner (as evidenced by the original estimate and the updated version - both approved/signed by Mr. [redacted].) These issues (which are not uncommon to our company or the moving industry) were discussed, documented, and under control. It is true that certain bulky items, like Mr. [redacted]’s lathe, sometimes require a third-party specialist to safely/professionally handle what a household moving company, such as ourselves, cannot. We are not unique in this respect, and the majority of companies utilize the same practice when dealing with specialty items (for example a grand piano, a hot tub, or a pool table.) Cal discussed at length all available options with the client, and though it appears that Mr. [redacted] was unhappy with the idea of needing a specialty contractor for his 1000+ pound lathe, the inevitability and necessity of the requirements were outlined and understood (see estimate/acknowledgment by the client.) As far as our estimation process is concerned, it has been consistently utilized for countless clients over the years, and has proven emphatically to be accurate/precise as long as all of the client’s items are reported during the inventory process. Despite what Mr. [redacted] states in his complaint, a visit is not required to attain an accurate inventory or estimate. What is required though, is an honest representation of all items to be moved by the client. It is unfair and downright false for Mr. [redacted] to imply that only visual estimates are precise. In fact, an estimator can provide a false sense of security that is only apparent when move day arrives. We stand behind our estimate (which outlines all “special needs” and household items,) as well as our salesperson Cal, who spent much time educating and preparing Mr. [redacted] for his complex move. If the client became anxious, worried, or in any way concerned about his relocation or the items that needed to be addressed, it is not Cal’s fault, as each and every one of Mr. [redacted]’s issues were covered exhaustively. As far as Mr. [redacted]’s deposit is concerned, it is in no way “illegitimate,” and the use of a reservation deposit is commonplace in the moving industry. It is utilized as a protective measure for our company, and exists to avoid the very behavior that Mr. [redacted] is displaying. If a client can cancel simply on the grounds that they changed their minds, our business couldn’t survive. When a client’s move is reserved (with a good faith deposit,) the space in our truck is no longer available or for sale. Clients who desired the same dates as Mr. [redacted] were refused their requests, because we honor our end of the contract. A specific moving truck is considered “booked” for those specific dates and that specific route. It appears that Mr. [redacted] is not concerned about this. Many businesses in various industries, not just moving, collect a good faith deposit as acknowledgement that both parties agree on the terms and the dates. To say that it is “not sanctioned” by the moving industry is unreasonable and false. We believe that any fears/doubts about his deposit, his bulky or specialized items, or any other issues arose after Mr. [redacted] allowed one too many competitors into his ear. The moving industry, unfortunately, is full of very hungry salespeople who will utilize fear tactics to secure a move of this size. When the deposit was explained, along with the possibility of access issues, the bulky lathe, etc., Mr. [redacted] was in full agreement, and even expressed relief that his big move was finally scheduled. None of the concerns he mentioned in his complaint were expressed until a competitor appeared at his home. It is clear that our competitor saw an opportunity, but it is unfair to discard our agreement based on the assumptions he set forth. The contract Mr. [redacted] signed clearly states that his deposit is non-refundable. We included a copy of this binding estimate, along with his signed credit card authorization and copy of driver’s license, as further proof that he was fully aware of our policy. There are situations which require a refund to be processed, such as an inability to service a client, but in this case we cannot. We have done nothing to warrant a refund request, and are prepared to fulfill our end of the contract, as promised. All Mr. [redacted] has made are assumptions about Cal and our company, and we hope that the client will provide us the opportunity to prove it. We are proud to be a family-owned, well rated moving company with many years in business servicing both simple and more complex moves, such as Mr. [redacted]’s. Unfortunately, if the client refuses our services (which are contractually bound,) he would not receive a refund, and in addition, he would require an alternative moving company (who would charge him for their services.) We hope that Mr. [redacted] can see that this scenario is completely unnecessary and would further complicate his already substantial relocation. The fact that he has already disputed the charge for his deposit is unfortunate, but once that charge is upheld (as it will be based on our legal agreement) we will offer Mr. [redacted] the services we agreed to. Respectfully,
Complaint: [redacted]
I am rejecting this response because: I did not receive any claim form in my e mail from preferred relocation. Also you guys keep saying it was beyond your control but that's not the case.. you promise someone that their stuff will be here between Dec. 4-14 and don't get it here until Dec 26th?? Even if there was bad weather or something that shouldn't make my stuff almost two weeks late!! You guys need to care about your customers and try harder to get them their stuff when promised... Everytime I called to check on my stuff no one had any answers for me . I would like to claim my broken items and one missing item but that does not resolve the fact that I had to pay over 5 grand and my stuff took 25 days to get delivered after Christmas.. please e mail me the claims forms..
Regards,
[redacted]