Move-tastic, Incorporated

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ We moved the client on 9/Our movers contacted us as soon as the damage occurred at which time we sent the client a claim form while the move was still underwayOnce the client completed the form we found that under the terms of her contract the TV was only covered for $However we recognized our fault in the case and immediately offered her an exact replacement television which we could deliver directly to her or the monetary equivalent of the televisionThis offer was made before the end of business day on 9/28, the same day of the move On 9/at 7:46pm, after our offices closed for the day, the client wrote an email stating she would like to file a formal complaintThe office manager who was handling the claim was not in the office on Wednesday 9/to get the email and address the complaintThe client received a phone call and email from the office manager upon her return on Thursday 10/to which the client did not respondThe office manager reached out to the client again via phone and email on Friday 10/Once the client was reached on 10/they discussed the issues from the move and resolved the issue The client's move cost $which represented the minimum cost of the move that was presented and agreed to by the client upon the official booking of the moveThis estimate was also presented to and agreed to by the client again the morning of her move prior to start of the jobAll jobs have a hour labor minimum, the client's move took less than hours to complete We responded to the client in a timely manner and replaced the damaged TVThe replacement TV was offered the same day the move occurredWe also completed the move in a timely manner and fully within the estimate and contract presented to and agreed to by the client prior to the start of the jobUpon receipt of a further complaint, our office manager reached out to the client on several occasions as soon as she was back in the officeThe office manager spoke directly with the client to resolve the issues she had on her moveWe believe we acted in an appropriate manner with good faith and in a customer service-oriented manner Final Business Response / [redacted] (1000, 7, 2015/10/14) */ We worked directly with the customer to resolve this complaint once we were able to get her on the phone on Friday 10/Below is the email sent confirming the settlement after the phone discussion and this matter has been closed between us and the client Hi [redacted] , Thank you for your understanding in this matter, and again I'm terribly sorry that your move with us did not meet the high standards we set for ourselves As per our discussion, we are issuing you a check in the amount of $as settlement for the broken television as well as the issues you had on your move A check will go out in the mail tomorrow (10/3) to the address listed below: [redacted] Rd Chicago, IL [redacted] We would like to thank you for bringing your less than perfect experience to our attentionWe view each shortcoming as a chance to improve and seeing as we can't be on every move to observe the crews any feedback and constructive criticism you can offer as a client is invaluable Best, ***

Initial Business Response /* (1000, 5, 2015/10/14) */
We moved the client on 9/28. Our movers contacted us as soon as the damage occurred at which time we sent the client a claim form while the move was still underway. Once the client completed the form we found that under the terms of her...

contract the TV was only covered for $30. However we recognized our fault in the case and immediately offered her an exact replacement television which we could deliver directly to her or the monetary equivalent of the television. This offer was made before the end of business day on 9/28, the same day of the move.
On 9/29 at 7:46pm, after our offices closed for the day, the client wrote an email stating she would like to file a formal complaint. The office manager who was handling the claim was not in the office on Wednesday 9/30 to get the email and address the complaint. The client received a phone call and email from the office manager upon her return on Thursday 10/1 to which the client did not respond. The office manager reached out to the client again via phone and email on Friday 10/2. Once the client was reached on 10/2 they discussed the issues from the move and resolved the issue.
The client's move cost $325 which represented the minimum cost of the move that was presented and agreed to by the client upon the official booking of the move. This estimate was also presented to and agreed to by the client again the morning of her move prior to start of the job. All jobs have a 2 hour labor minimum, the client's move took less than 2 hours to complete.
We responded to the client in a timely manner and replaced the damaged TV. The replacement TV was offered the same day the move occurred. We also completed the move in a timely manner and fully within the estimate and contract presented to and agreed to by the client prior to the start of the job. Upon receipt of a further complaint, our office manager reached out to the client on several occasions as soon as she was back in the office. The office manager spoke directly with the client to resolve the issues she had on her move. We believe we acted in an appropriate manner with good faith and in a customer service-oriented manner.
Final Business Response /* (1000, 7, 2015/10/14) */
We worked directly with the customer to resolve this complaint once we were able to get her on the phone on Friday 10/2. Below is the email sent confirming the settlement after the phone discussion and this matter has been closed between us and the client.
Hi [redacted],
Thank you for your understanding in this matter, and again I'm terribly sorry that your move with us did not meet the high standards we set for ourselves.
As per our discussion, we are issuing you a check in the amount of $750 as settlement for the broken television as well as the issues you had on your move.
A check will go out in the mail tomorrow (10/3) to the address listed below:
[redacted]
[redacted] Rd
Chicago, IL [redacted]
We would like to thank you for bringing your less than perfect experience to our attention. We view each shortcoming as a chance to improve and seeing as we can't be on every move to observe the crews any feedback and constructive criticism you can offer as a client is invaluable.
Best,
[redacted]