[redacted] scheduled a move with our company for June 6th, He was advised the rate would be $for the first four hours of service with each additional hour after being $ This was for a full service move with three movers and a 24ft moving truck It did not include any packing; only loading of items, some furniture disassembly and reassembly, and unloading of items at the next destination The customers were moving from a fully furnished bedroom home to a bedroom apartment Our movers worked on this job for hours It was brought to our attention that [redacted] was unhappy with the length it took to complete the move and that one of the movers did not move as fast as the other two Immediately when this was brought to our attention we began to assess the situation and address the problems It was explained to [redacted] that many factors affect the length of the move One of our movers was tasked with breaking down two bunk beds at the load location which takes time and it took away from him assisting with the other two movers in loading the moving truck Secondly, the customer was not completely packed and it required our movers to assist with picking up miscellaneous items in the home Another factor that caused the move to take a longer was that our movers had to make a second trip to load and an additional trip to storage At the unload location our mover was again tasked with reassembling the two bunk beds which took him away from assisting the other movers We did acknowledge the complaint of the one mover working at a slower pace and compensated the customer by providing a total of a 12% discount on the move Below is the correspondence which was sent to the customer on the day after the move which mirrors this complaint We made an effort to resolve this matter before he filed this complaint He accepted the terms of the discount and stated he thought it was a fair discount While he expresses a complaint on the service he did provide a tip to our movers as a gesture that he was happy with the services we provided We feel we handled this situation quickly, efficiently, and fairly based on the totality of the circumstances The customer was aware he could have terminated our services at any time during the move We are happy to provide any further information on this matter Sincerely, [redacted] Labor Less Emailed response to customer on June 7th, 2014: [redacted] , We apologize that you felt disappointed about your move Many factors must be considered when making a move Our movers were required to make two trips and make stops at additional destinations (i.eStorage Unit) It was also requested of they to disassemble and reassemble furniture These variables can cause a longer move than anticipated Our movers provided service for hours Due to your unhappiness and keeping in line with our customer service values a 12% discount was applied to your billWe also addressed the issue of the one mover working slower and effective that day he is no longer a mover with this company Per our conversation on 6/6/at the end of the move you stated you accepted the discount as fair and we proceeded to close out your account for the day At this time we feel we rectified the situation by providing you with a fair discount and addressing the issue of the slow mover We appreciate your business Sincerely, [redacted] Labor Less
[redacted] scheduled a move with our company for June 6th, He was advised the rate would be $for the first four hours of service with each additional hour after being $ This was for a full service move with three movers and a 24ft moving truck It did not include any packing; only loading of items, some furniture disassembly and reassembly, and unloading of items at the next destination The customers were moving from a fully furnished bedroom home to a bedroom apartment Our movers worked on this job for hours It was brought to our attention that [redacted] was unhappy with the length it took to complete the move and that one of the movers did not move as fast as the other two Immediately when this was brought to our attention we began to assess the situation and address the problems It was explained to [redacted] that many factors affect the length of the move One of our movers was tasked with breaking down two bunk beds at the load location which takes time and it took away from him assisting with the other two movers in loading the moving truck Secondly, the customer was not completely packed and it required our movers to assist with picking up miscellaneous items in the home Another factor that caused the move to take a longer was that our movers had to make a second trip to load and an additional trip to storage At the unload location our mover was again tasked with reassembling the two bunk beds which took him away from assisting the other movers We did acknowledge the complaint of the one mover working at a slower pace and compensated the customer by providing a total of a 12% discount on the move Below is the correspondence which was sent to the customer on the day after the move which mirrors this complaint We made an effort to resolve this matter before he filed this complaint He accepted the terms of the discount and stated he thought it was a fair discount While he expresses a complaint on the service he did provide a tip to our movers as a gesture that he was happy with the services we provided We feel we handled this situation quickly, efficiently, and fairly based on the totality of the circumstances The customer was aware he could have terminated our services at any time during the move We are happy to provide any further information on this matter Sincerely, [redacted] Labor Less Emailed response to customer on June 7th, 2014: [redacted] , We apologize that you felt disappointed about your move Many factors must be considered when making a move Our movers were required to make two trips and make stops at additional destinations (i.eStorage Unit) It was also requested of they to disassemble and reassemble furniture These variables can cause a longer move than anticipated Our movers provided service for hours Due to your unhappiness and keeping in line with our customer service values a 12% discount was applied to your billWe also addressed the issue of the one mover working slower and effective that day he is no longer a mover with this company Per our conversation on 6/6/at the end of the move you stated you accepted the discount as fair and we proceeded to close out your account for the day At this time we feel we rectified the situation by providing you with a fair discount and addressing the issue of the slow mover We appreciate your business Sincerely, [redacted] Labor Less