Initial Business Response / [redacted] (1000, 6, 2016/03/03) */ In his complaint, Mr [redacted] outlines some issues with the move, all of which were fixed promptly, but his summary misses the markFirst, we're an agent for Arpin Van Lines, but only on long distance interstate movesI've tried to explain that to ***, I assume he's reaching out because he's not getting his way with usIt's all McGuire here at [redacted] nobody else The sofa sleeper was not broken, but is of unique construction and reassembly needed an expert's handIt's a very nice sofa sleeper with a newfangled mechanism we had no familiarity with, but we found an expert to reassemble it in pretty short orderIt was moved safely otherwise, we just didn't know the tricks needed to put it back togetherThe TV base screws were in one of the TV boxes, not lost, and the packaging including the screws for the other TV was already thrown out by the customer by the time our serviceman made it by - but they were in the box, had they looked closerOur guy found replacements at the hardware store and replaced them the same dayWe ordered the shelf pins on Amazon and delivered them as soon as they arrived; they cost almost nothing but I think they shipped from China so it wasn't quite as fast as anyone hopedThe damage to the chair Mr [redacted] mentions briefly in the "Desired Resolution" field was actually discovered quite a while after everything else was handled, and its discovery coincides curiously with our refusal to meet his most recent demand that we refund the entire cost of the moveWith regard to the estimate and final cost, the job changed, so the estimate is immaterialAn extra pickup of several items at another stop was added, it was a different job than we estimated, and it's a "time and materials" arrangement anyways, the terms of which were signed for and accepted by the customer beforehand - no surprises [redacted] wasn't even present for the move and his wife tipped the movers quite nicely, because even in light of the few loose ends to be wrapped up, we did a nice job overall! Communication from our end effectively stopped after Mr [redacted] felt it necessary to call our office after hanging up on me and berate [redacted] and make a number of super-personal insults towards myself, my family, and the company using foul language and blind assumptions about our values, our upbringing, our parenting, and our work ethicsIt was quite unnecessary and unwarrantedDespite all of this from him, we have never hung up on him, nor have we cursed himWe have since, and will continue to refuse to take his subsequent calls though, and as a matter of principle, we will not be making any personal apologies to Mr [redacted] Further refunds are not forthcoming eitherWe did vow to help with the repair of the newly discovered damaged chair, as a good-faith gesture, curious timing or not, and that offer still standsThat is the kind of company we have always been, and always will be***'s wife has offered to intercept correspondence and be the point of contact, I'd ask her to follow up with [redacted] here about proceeding with the repair process for the chair, if she so chooses We appreciate the forum the Revdex.com provides for both parties to be heardThank you, [redacted]
Mrs [redacted] ’s things were returned a couple weeks ago, to their satisfaction from what I hear One scratch remains in a dining table, which the service guy has in queue, and will fix on site, but Mrs [redacted] has all of her things
Terrible experience with this companyThe movers took much longer than expected (initial estimate was three hours, which turned into nine), they put heavy items on top of our television box (including a heavy toolbox), which led to it being crushed on one side, many other boxes were damaged because they were packed in incredibly high stacks with improper support, and many bins were broken because they were improperly packed I have packed many trucks with the same boxes and bins and somehow they were never damaged like this They also left all the irregularly shaped items until the end, and then said, "I don't know what we're going to do with all this stuff." It was a huge mess, and cost us $ I thought we would save ourselves some trouble by hiring movers, but next time I'll save myself the trouble and money by doing it myself I called the company and the manager didn't believe some of my claims and disregarded others, and took no responsibility because I signed a waiver He has that right, but I wanted to share my experience so that you can make an educated decision about hiring this company
Initial Business Response / [redacted] (1000, 6, 2016/03/03) */ In his complaint, Mr [redacted] outlines some issues with the move, all of which were fixed promptly, but his summary misses the markFirst, we're an agent for Arpin Van Lines, but only on long distance interstate movesI've tried to explain that to ***, I assume he's reaching out because he's not getting his way with usIt's all McGuire here at [redacted] nobody else The sofa sleeper was not broken, but is of unique construction and reassembly needed an expert's handIt's a very nice sofa sleeper with a newfangled mechanism we had no familiarity with, but we found an expert to reassemble it in pretty short orderIt was moved safely otherwise, we just didn't know the tricks needed to put it back togetherThe TV base screws were in one of the TV boxes, not lost, and the packaging including the screws for the other TV was already thrown out by the customer by the time our serviceman made it by - but they were in the box, had they looked closerOur guy found replacements at the hardware store and replaced them the same dayWe ordered the shelf pins on Amazon and delivered them as soon as they arrived; they cost almost nothing but I think they shipped from China so it wasn't quite as fast as anyone hopedThe damage to the chair Mr [redacted] mentions briefly in the "Desired Resolution" field was actually discovered quite a while after everything else was handled, and its discovery coincides curiously with our refusal to meet his most recent demand that we refund the entire cost of the moveWith regard to the estimate and final cost, the job changed, so the estimate is immaterialAn extra pickup of several items at another stop was added, it was a different job than we estimated, and it's a "time and materials" arrangement anyways, the terms of which were signed for and accepted by the customer beforehand - no surprises [redacted] wasn't even present for the move and his wife tipped the movers quite nicely, because even in light of the few loose ends to be wrapped up, we did a nice job overall! Communication from our end effectively stopped after Mr [redacted] felt it necessary to call our office after hanging up on me and berate [redacted] and make a number of super-personal insults towards myself, my family, and the company using foul language and blind assumptions about our values, our upbringing, our parenting, and our work ethicsIt was quite unnecessary and unwarrantedDespite all of this from him, we have never hung up on him, nor have we cursed himWe have since, and will continue to refuse to take his subsequent calls though, and as a matter of principle, we will not be making any personal apologies to Mr [redacted] Further refunds are not forthcoming eitherWe did vow to help with the repair of the newly discovered damaged chair, as a good-faith gesture, curious timing or not, and that offer still standsThat is the kind of company we have always been, and always will be***'s wife has offered to intercept correspondence and be the point of contact, I'd ask her to follow up with [redacted] here about proceeding with the repair process for the chair, if she so chooses We appreciate the forum the Revdex.com provides for both parties to be heardThank you, [redacted]
Mrs [redacted] ’s things were returned a couple weeks ago, to their satisfaction from what I hear One scratch remains in a dining table, which the service guy has in queue, and will fix on site, but Mrs [redacted] has all of her things
Terrible experience with this companyThe movers took much longer than expected (initial estimate was three hours, which turned into nine), they put heavy items on top of our television box (including a heavy toolbox), which led to it being crushed on one side, many other boxes were damaged because they were packed in incredibly high stacks with improper support, and many bins were broken because they were improperly packed I have packed many trucks with the same boxes and bins and somehow they were never damaged like this They also left all the irregularly shaped items until the end, and then said, "I don't know what we're going to do with all this stuff." It was a huge mess, and cost us $ I thought we would save ourselves some trouble by hiring movers, but next time I'll save myself the trouble and money by doing it myself I called the company and the manager didn't believe some of my claims and disregarded others, and took no responsibility because I signed a waiver He has that right, but I wanted to share my experience so that you can make an educated decision about hiring this company