McNaughton Bros Inc

Unfortunately there are situations where two parties cannot come to terms. Regrettably is one of them. Aside from the charges still due, we consider this matter at a close. The next step if the customer wishes to pursue it would be to go to arbitration

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We work as directed by our customers and assume they will be on-site while we are working for them.   In this case we certainly assumed the customer would be present as the manufacturer of the oven advised us the customer was installing it themselves.  In the future I will...

communicate that expectation more clearly.   We were not late, we arrived when we said we would which was later than the customer would have preferred.   This was the arrival time we provided to her at the time she scheduled the move, based upon the commitments we already had for that day.   If she needed an earlier arrival time we could have done so on a different day. We did charge her a rental fee for the equipment as well as a fee to have our driver pick it up and return it to Altoona.  What she states is the total for both.   This was a piece of equipment that was recommended to us by the company who sold her the oven.  The customer was asked if they would prefer to pick it up or if they wanted us to do so.    They asked us to pick it up because they did not have time. We stacked the ovens exactly how the manufacturer she bought them from told me to during an hour long phone conversation.   Unfortunately that company left out the part about removing the top plate and swapping it out. The customer was given an estimate that clearly showed a 3 hour minimum which she signed prior to us performing the move.  She had plenty of time to shop around.  Our crew was quick and expedient given that the customers were up against a big lunch rush order.  Our crew reported that the customers' staff repeatedly pressured them to work faster (while dealing with an 800# piece of equipment.) The customer did call me and express her concerns.   I expressed that we had done the work as the manufacturer advised us to.   I did offer to come back, but NOT AT FULL PRICE for another move.    We tried to work with this customer and offered them a significantly reduced cost for sending guys back over to rectify their situation.    We made every good faith effort to try to provide them with a less costly fix for the manufacturer’s omission of a step in the assembly process. I was never rude, condescending or belligerent.    I was actually very polite, restrained and courteous given that I was cursed at and called a profane name.   We made good faith offers to help them remedy their situation which they rejected.   They have flat out told us they will not pay us, so we will not be issuing an amended invoice.

I do reject and refute the company response because it is as illogical as it is untrue.The company response states that they expected me to be on site to provide direct supervision when they did not expect it and in fact knew that I would not be there. This has been their stance in placing blame on me as the customer.  They make reference to installation which is really irrelevant.  They were hired to move and properly place the equipment.  "Installation" as in connecting it was separately contracted.  The company response to the excessive charge for the equipment was that they offered for me to pick it up rather than charge me 150 extra.  This is a new and complete fabrication. It wasn't until after the fact when I received the bill that I confirmed how much they up charged that. This is really just a point in the overall experience but not issue that I reached out to them about.The company makes reference to my staff hurrying them.  Another effort of the company to place blame.  They were aware up to 5pm the night prior and again early the morning of the move that I had concerns yet they still arrived at 9:30 and ill prepared including having the proper tools to execute the most basic tasks.The company suggests that they were not properly educated on what they were hired to do. Again the pattern of blame. The manufacturer confirmed to me that he did provide this basic step.  The company rep already told me it was one person's word against another so this response was expected.  It just goes to credibility. But regardless of which it is obvious how they fit together so haste, competence, motivation to get a sale which was outside of their scope of ability and failure of a serious part of the job remains the issue at hand.I contacted the representative early that day. At that point I had a reasonable expectation that we were going to work together to come up with an amicable solution. That is evidenced in the friendly email that I sent early the following morning.  When I received a follow up call that day I was left dumbfounded as is indicated in the follow up email that I sent later in the day still trying to work out a solution that was not forthcoming. It is very obvious by the two attachments that I provided who was making the good faith effort and who was not.  There was no good faith effort put forth by the company. I even at this point am still trying to solve the issue but the solution remains unattainable due to the business actions of this company or at the least this representative.  Because of that I was left with no other choice than to hire another company for the safety of my staff and the preservation of the equipment. This is unfortunate.  Honest mistakes happen and with an honest effort here this would have been solved the day after it occurred and we would have parted shaking hands.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Yes the issues were after the fact of the delivery as I explained to the company but........the process of this move required my wife and I
to actively locate where the furniture was to be placed.  With a charge of over $100 an hour, we mistakenly rushed this process to avoidadded charges.  In addition, the movers were called to go to another job and were moving our move along to make that appointment.Only after were they notified that that job was cancelled did they go into slow down mode.Finally, I paid this bill immediately and yet it took over 3 weeks to get someone out to repair the damage that the movers made.
Regards,
[redacted]

Ms. [redacted]:  We had forewarned Mr. [redacted] that it would be a week or so until our repairman would get to [redacted]. As you can see by his May 16 email to [redacted] the matter was resolved although he then mentioned new issues. [redacted]McNaughton Bros. Inc.[redacted]...

[redacted] ###-###-#### (P)###-###-#### (F)

I used McNaughton Bros. movers in April,.2015 and was very satisfied with the service provided. The movers were very friendly and willing to help make the move less stressful for me. I plan on using them again when I move in August. I would definitely recommend them to friends and family.

Review: On April 22nd, the company moved our household goods from [redacted] to [redacted] During that move the movers significantly damaged our Cherry China Chest (approximate replacement value $1,500). After 3 emails contacts to [redacted] and [redacted] they still haven't moved further to resolve this damage. All I get back is we are working on it.Desired Settlement: Refund of damage to replace the China Chest for $1,500

Business

Response:

Ms. [redacted]: We had forewarned Mr. [redacted] that it would be a week or so until our repairman would get to [redacted]. As you can see by his May 16 email to [redacted] the matter was resolved although he then mentioned new issues. [redacted]McNaughton Bros. Inc.[redacted]

[redacted] ###-###-#### (P)###-###-#### (F)

Horrible service and the company denied all actions and would not resolve issues when addressed. Showed up late, not enough people or boxes, did not have move completed by our closing on our house to move into the home that they were loading out of, damaged floors and walls... took pictures with date and time evident and they still denied being in the wrong. Company very unprofessional and left the home a mess for new owners. Left floors muddy, covered in grass, trash on the floors which we had to ask them to pick up rather than step over on their way out the door just get eye rolling the whole time. Would never recommend this company!