Lone Star Moving Company

In response to the customer's three complaints, I will explain our company procedure and refund policy in dealing with those complaintsIn response to the damaged bookcase, first off we'd like to apologize for the crew failing to informing the customer for the damage that occurred to the item In regards to the coverage of the bookcase, the company is required to provide coverage of cents per pound for each itemThis is required by the Texas DMVOur company estimated the weight of the bookcase to be lbs and we sent a refund check to the customer for $In response to the attempted move of the customer's safe, The customer WAS NOT charged a $fee for moving the safeThat was not included in the final total of the bill He WAS charged in the attempted move of the safe according to the hourly rate charge, which was $per hour, with an estimated time of minutes for the attempted move, for a additional total of $ The customer stated in his initial c [redacted] to our company, which was for an estimate and to schedule his move date, that he and a friend moved the safe into the storage facilityThis statement made it seem like a couple of men would be able to move this safe Our company attempted to move the customers safe into our moving truck with a three man crew and a safe dollieThe crew could not safely lift the safe up the ramp into the truck because it weighed around lbsThe customer mentioned to the crew during the move, that when he and his friend moved the safe into the storage facility they used a wrecker truck to lift itThe customer did not mention this bit of information in his original request for our companies estimate to move his safeIn our opinion he put our crew in harms way by not mentioning the actual size and weight of the safe and misrepresenting to our company that he and another man moved it by themselves Our company would not have bid on moving the customer's safe if we would have known the actual size of the safe because our company does not have the proper equipment to move such a heavy itemOur company feels that the work for this customer has been completed and grievances have been addressed

I received a check in the amount of $with no explanationThis refund does not satisfy my loss or refund the payment made for work not completedI mention this check in my original complaint.Respectfully,Jason H***

In response to the customer's three complaints, I will explain our company procedure and refund policy in dealing with those complaints. In response to the damaged bookcase, first off we'd like to apologize for the crew failing to informing the customer for the damage...

that occurred to the item.  In regards to the coverage of the bookcase, the company is required to provide coverage of .60 cents per pound for each item. This is required by the Texas DMV. Our company estimated the weight of the bookcase to be 100 lbs and we sent a refund check to the customer for $60.00. In response to the attempted move of the customer's safe, The customer WAS NOT charged a $65.00 fee for moving the safe. That was not included in the final total of the bill.  He WAS charged in the attempted move of the safe according to the hourly rate charge, which was $99.00 per hour, with an estimated time of 30 minutes for the attempted move, for a additional total of $49.50.  The customer stated in his initial c[redacted] to our company, which was for an estimate and to schedule his move date, that he and a friend moved the safe into the storage facility. This statement made it seem like a couple of men would be able to move this safe.  Our company attempted to move the customers safe into our moving truck with a three man crew and a safe dollie. The crew could not safely lift the safe up the ramp into the truck because it weighed around 700 lbs. The customer mentioned to the crew during the move, that when he and his friend moved the safe into the storage facility they used a wrecker truck to lift it. The customer did not mention this bit of information in his original request for our companies estimate to move his safe. In our opinion he put our crew in harms way by not mentioning the actual size and weight of the safe and misrepresenting to our company that he and another man moved it by themselves.  Our company would not have bid on moving the customer's safe if we would have known the actual size of the safe because our company does not have the proper equipment to move such a heavy item. Our company feels that the work for this customer has been completed and grievances have been addressed.