Mobile Messenger Service, Inc.

Review: We scheduled a messenger through their company. Two men identified as messengers from Mobile came separately, both with the correct delivery address.

The items were given to the first messenger and never delivered to their destination. This is outright theft and the company refuses to accept any responsibility.Desired Settlement: They are fully insured but refuse to submit a claim for the items they stole from us. We would like a refund for the cost of the goods stolen.

Business

Response:

At 2:24 PM on 5/**/14 the complainant placed an order for a car pick up of 2 large bags. It was dispatched to a driver at 2:24 PM as soon as the order came in. The driver arrived at the pick up address at 3:20 PM and was told the 2 bags were already picked up. Our driver left without any package. Our computer records clearly indicate that we sent one driver only.

What they did with their bags before we arrived is none of our business.

We have never had a complaint of this sort in the 40+ years we've been in business. We strongly resent the accusations involved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The two packages were taken by someone who identified himself as being from Mobile Messenger. Clearly, it appears someone in their operation was involved in this theft. How else could someone know there was a pick-up? Or that it was made with Mobile Messenger?

Their denial does not hold water and their attitude throughout the process has been appalling.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have taken this issue very seriously, conducting a thorough investigation on our part several times over to determine any possibility that what we are accused of could be true. It is simply not possible, only one messenger was sent and the unalterable computer and phone records back this.

What we were first told by them over the phone was that they buzzed someone in and once inside they asked "are you the messenger?" The mystery man said "yes" and they gave him their packages. Their memory of this has now changed, now he walked in and announced himself as being from Mobile, despite not showing id and not giving them a Mobile pick up receipt.

The one messenger we sent was accused of conspiring with others to steal this package. The idea that a messenger would work with us for five years to gain our trust and then plan a premeditated theft of a package which none of us knew the contents of is absurd. Then they accused the office staff, made up of family members all having a stake in the success of our family business, of conspiring some sort of theft ring that for 45 years has worked towards the theft of this one package, again which we were never told the contents or value of. We even serviced this particular account for 10 years without complaint as part of an "inside operation" to quote the complainants emails. I don't know how to put into words how ridiculous this is other than to say there is no evidence to back a wild claim like this.

We did the right thing each step of the way, starting when our messenger arrived and was told the 2 bags were already picked up. Our dispatcher called [redacted], said our messenger says its already picked up by someone else, and [redacted] said yes, and our messenger left without any package.

I am confident that we have handled this complaint in a professional manner. The customer never had to wait to talk with upper management or was kept waiting for any responses or withheld any facts. They were always spoken to politely and with respect, despite their insults, the emails we sent them can attest to that.

As we have already said, whatever happened in their office before we arrived had nothing to do with us.