Lark Architecture, Inc.

OUR GUYS ARE NOT ALLOWED TO ASK FOR TIP, MY GUYS DO A GREAT JOB AND IF THEY WERE ANY ITEMS THAT WERE DAMAGED THEY NEED TO CONTACT OUR OFFICE SO WE CAN FILE A CLAIM

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have received
notification from my bank that I have been credited the $295, but this was due to me opening a dispute caseI did cancel appropriately, and I was assured by the company that I would be refunded without issue
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me as long as I receive a refund for services that were not rendered
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I am rejecting this response because:#the fact that I booked and had to cancel another moving company is irrelevant to the issue at hand with your company.#I left one review on yelp which included my name and I did not leave the one you referenced to in this conversation.#I contacted your company several times and was given the run around regarding the fact that you charged my card $when in fact our contract was for $and your company told me repeatedly that they would adjust the price and fix the difference I sent you the emails from ***e the representative and I sent my credit card company the emails after you sent them a statement showing that I owed you a balance of $which was so they ruled in my favor and ADJUSTED the price and refunded my card $167#If I was trying to commit fraud then I would have had my credit card company refund me the whole balance that would be fraud, I asked and called your company about different times and you told me you would refund me and it did NOT happen so I got my $through my card company#The issue I still have with you is by law you have days to respond to the insurance claim which I filed at the beginning of July and as of last Friday your company had not responded to calls about the claims from your "insurance company" regarding the damage to my treadmill and the missing television, mixer and cooking utensils
Regards,
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Dear Mr***, Please note I need additional information, I was out of the office from July 30th to August and I was not the person you spoke to. If you would kindly provide me with the following information, Who was your Sales Representative and who did you speak to the dates
mentioned as I will look into this matter. Sincerely, ***

Yes she was aware of the business days it was clearly in the contract that she has signedAlso if there are any damages that were made by my men she can file a claim with our claims departmentWe record all conversations and we did not hang up on herThank you

Complaint: ***
I am rejecting this response because:

Dear Sir, Please note that the boxes used were larger then we anticipated. Also your belongings have been delivered. The first date of delivery for you may have been the 8th, you may have received your items a few days later or up to a week later, we delivered within out delivery
dates. We were not late at allWe can not give customers a specific date of delivery as a number of things may happen with the truck, weight station or roadThank you,

Dear Mr. [redacted],Please note I need additional information,  I was out of the office from July 30th to August 3 and I was not the person you spoke to.  If you would kindly provide me with the following information, Who was your Sales Representative and who did you speak to the dates mentioned as I will look into this matter. Sincerely,[redacted] -----Hi [redacted],I spoke with a sale representative by the name of [redacted]. I communicated with her via email and phone on multiple occasions including but not limited to 7/24/15, 7/30/15, 7/31/15. Thanks[redacted]

Dear Sir,your initial estimate did have less items there was not a bait and switch.  You were quoted on the items accordingly when inventory changes so does the move cost.  I understand your frustration,  but please note, your wife did not call to complain if she would have this would...

have been explained at that time.  Notes  our system clearly says her inventory may change due to some items that may or may not be sold prior to move date.  We also tried to contact your wife in regards to delivery since we did not have a delivery address where she emailed us she was out of the country.  We do not guarantee delivery on a specific dates as of course anything can happen during delivery.  We did get a address for delivery via email on October 15th, we then scheduled the move accordingly.  On our paperwork the customer did tell our foreman that they would be able to receive their goods on Novber 1st.  We have21 business days after the first initial date to receive items for delivery and we were way within the time period.   Thank you,

Complaint: [redacted]
I am rejecting this response because:
My flight was not on the same day as pick up, not even the next day of pick up but 2 days after.Dispatch asked me after the first failed pick up if I still wanted to move. He could cancel my contract right away and I can go find whatever company I wanted instead.I understand it is very common to be late for pick up, but being late 3 times is more than not unacceptable.I request compensation for reassigning my train tickets twice.
Regards,
[redacted]

I am rejecting this response because:(1)I don't understand why the bigger box than you expected matters.In total, my boxes were way smaller than the quote (which was 450 c.f.)On the moving day when we argue about the price, I said my stuff should be around 300 c.f. according to my calculation.In response, your representative said "This quote was totally wrong! Our computer system has an error. So you have to pay $3500 at least!"(2)We have our boxes delivered on August 20th, so it was 12 days late, not a week late.(The first available delivery date was August 3rd, according to the contract.If we count from the date, it was SEVENTEEN DAYS LATE.)Also, we are not informed about the delivery date until the last minuites (just one day before).Because of that, my husband and I have to take sudden one day off from our work.It was very annoying. You should inform the date at least a few days before, especially when you are LATE MORE THAN A WEEK.(A week late sounds already terrible, though.)

First our men come full equipped with all tools, Our reps here are not allowed to guarantee any delivery date, we give all of our customer's a time frame which is that we have 21 business days to deliver their belongs from there first original delivery date that she provided to us. Customer has...

been able to always speak to a manager, we don't allow any of our reps to hang up on a customer. We inform all of our customers that we may take sometime to deliver their items so to please take all important documents with them and anything that is important that they will need prior to receiving their delivery. Customer has already received her deliver. Also let me inform you that when it is a holiday weekend our man also have off just like every one else. Thank you

Dear [redacted]Unfortunately, our company does not issue refunds or compensation for travel arrangements, this is something the travel agent may help you with.  While I do understand your frustration with the delay in picking up your goods, we also were inconvenienced by our failing truck.  We too had to endure an expense, as I see the Budget truck you mentioned seems to bother, but that truck most likely was rented to full-fill your move.  My dispatch did offer at the time a refund for your move, in which he then did all in his power to move you accordingly.  I have never spoken to you and I wish you would have called the office and asked to speak to a manager.  I would of loved to speak to you personally, instead via email.  Again, I apologize but we do not issue refunds for missing flights, train or any means of travel.  I would like to mention, I am in the office from 9am to 6pm Monday through Friday, Saturday hours are from 10am to 3pm,  I regret that we did not get to speak since I like to personally speak to customers in regards to complaints and compliments.Thank you

Complaint: [redacted]
I am rejecting this response because:
We have gone through the claim service international after filing with...

[redacted] and the sales rep. I am quite tired of being sent to complain from one person to another to another.  I will follow up but this complaint has been filled arbitration should have been met by now.
Regards,
[redacted]

[redacted]
  I have done some research into your complaint,  and it has been determined these are false allegations.  Our company does not store things in our warehouse for 7 day's we actually store goods for 1 month for free.  We do not offer a quicker delivery for...

"Extra" money. Once a customer has a delivery address, we update the system and let our dispatch know the person is ready, he then schedules the delivery accordingly.  There is never a promised date for delivery, nor do we charge a "penalty" what we do , however is give a person time to pay...The estimate you received was  about 43 Pieces , you had double. Also, please find the estimate ATTACHED AS YOU WILL SEE THERE IS ONE MONTH FREE STORAGE AND PACKING IS NOT INCLUDED.    We charge per cubic feet, the space occupied.  We never received dimensions just item count.   While I sympathize, with your finance I cannot change the space occupied which how we charge.  You were given a senior citizen discount to help at the time of reserving your move.

I will answer accordingly.#1 the price was MATCHED to [redacted], we do price matches once anything is altered it is voided which was explained to you. Now, it wasn't the answer you wanted hear so you went ahead and did a charge back. #2 odd, the day you called the office cursing was the same day that review was posted! #3 that form was not the correct form, you did not owe a balance in the amount of $8.00. Unfortunately, I wasn't  the person that disputed the charges in regard to the bank. Congratulations.#4 Refer to #1 and #3 #5 Items that were damaged to OUR knowledge was the treadmill display that was not functioning. We did not hear of a missing Television, and as I explained BEFORE we have a claims office. in order to have a respectful conversation about concerns, one does not use profanity.  Since we furnished you with our claims department,  they are the ones handling your claim!! ONCE YOUR CLAIM IS SETTLED, YOU WILL RECEIVE A CHECK OR MONEY ORDER THE TIME ITS TAKES FOR A CLAIM IS UNKNOWN TO ME, AS I DO NOT HANDLE CLAIMS!! You need to reach out to the Claims Department. Thank you in advance, for your cooperation in this matter.[redacted]    
[redacted]

WE HAVE EXPLAINED TO HIM FROM THE FIRST AVAILABLE DATE OF DELIVERY WE HAVE UP TO 21 BUSINESS DAYS TO DELIVER CUSTOMERS ITEMS. CUSTOMER HAS A WOMEN NAMED [redacted] THAT HAS CALLED AND WE HAVE SPOKEN WITH HER ON 2 DIFFERENT DATES WHICH ONE WAS FRIDAY MORNING AND THE 2ND TIME WAS SATURDAY MORNING AND...

JUST LIKE IT WAS EXPLAINED TO HIM WE EXPLAINED IT TO HER WE CAN'T GUARANTEE NO CUSTOMER A DELIVERY DATE. WE GIVE CUSTOMER'S 24 HOURS NOTICE PRIOR TO DELIVERY AND IT WAS IN HIS CONTRACT THAT HE SIGNED ON DAY OF PICK UP AND ALSO IN HIS EMAIL WHEN HE FIRST SET UP THE MOVE. WE TRY OUR BEST TO GET THE CUSTOMER'S ITEMS THERE WITHIN A RESONABLE DISPATCH TIME WHICH IT USUALLY CAN TAKE FROM 3 TO 14 BUSINESS DAYS FROM HIS FIRST AVAILABLE DATE. THANK YOU

I am rejecting this response because:
The customer rep did not tell me anything about a 21 day timeframe. I was told they would be delivered on a specific day. If I knew this, why would I be filing a complaint? Furthermore, a manager was not available. I called for a week straight requesting to speak to one and never received call back. Also, business may say their reps cannot hang up on customer but they did. My things were delivered yesterday. I was charged another $230 and everything is severely damaged. Even the men completing the job noticed the damages and said the original men did not take things apart appropriately. In reference to the company saying their men have all tools..please ask the men who came about the tools. They did not have them. I had to leave men at my house and drive to [redacted] to buy metric Allen keys. 
I have attached pictures of damages..although it will only allow you to attach so many. Items damaged: DresserTv stand Speaker (looks like it was thrown and jumped on)Desk Lamp Water damage to boxesTwo end tables 
I can email more pictures. Movers themselves suggested I file complaint due to large volume of damages.

Dear Sir,  Our claims department, [redacted], HANDLES claims.  We do not handle claims.It would not be a back and forth thing,  you would deal with that department as the office handles sales, dispatch and inquiries.The only reason that [redacted] would have forwarded calls or told you to speak to a sales rep is so they can provide you with the claims department's phone number. [redacted] would not have that at hand since he is usually in meetings and outside the office. Regards,[redacted]

Dear [redacted] My sincerest apologies on your move scheduled for June 12th, and the miscommunication with our sales representative.  We strongly suggest to our customers to not book a flight the same day of pick up date. We cannot guarantee a pick up date or time, we usually give a...

window of time.  Some moves however do take somewhat longer then we anticipate because customers do not know how many items they actually have until their move date and it affects scheduling.  We also take into consideration traffic or problems that may occur, as it did with the truck breaking down.  When the truck breaks down, trust it is frustrating for the customer and for us.  We try to have a professionalism from beginning to end with all our relocating customers as we have return customers and when things go wrong we do try to address it as soon as possible, that being the rental truck.   The representative is in the office and does try to stay in contact with our drivers, of course there are instances where there isn't any reception.Again, my apologies for the delay with your relocation needs. Sincerely,[redacted]