Initial Business Response /* (1000, 11, 2014/07/31) */
To whom it may concern:
I will start by thanking Mr. & Mrs. [redacted] for choosing our moving company, MovingStar for their home move to [redacted]. we were sorry to hear that , despite our tireless efforts they were not 100 % satisfied with...
the service provided, as we planned and intended for them to have.
I was involved and aware of all stages of the relocation and can comment on the points/complaints raised with this complaint. here are the facts : initial contact by client was on 6/12th....a survey at home was scheduled for same day...6/12th in the evening....a quote was submitted the next day ...order was booked on 6/13th...box delivery service X 2 in the next few days...pick up from the home was on 6/25th as requested and agreed. delivery was scheduled for July 1st. delivery took place on 7/2nd . the $$ amount quoted was a not to exceed amount. client made payments as requested and on time. I was present at the time of delivery to oversee the process and was glad to see that the entire shipment arrived unharmed and in exact same good condition as picked up a week earlier in [redacted]. just exactly what we were contracted to do. here are the comments to the issues mentioned by client: the cross country / interstate trailer left CA on time and arrived a day after the scheduled time due to overheating engine , so we were told by the hub in [redacted] the local driver in ** (not with the delivery crew) provided info that is incorrect ...the container did not arrive a few days prior to the delivery and was never on hold due to lack of payment. the driver was also wrong by asking client to sign the deos and we reversed it later with the trucking co.
if Mrs. [redacted] wants we can bring the issue with his supervisors at the local hub in [redacted] . regarding the delivery crew : I myself hired them from the moving company we use in ** and they are trained and well experienced. due to the late hour of starting to unload (the temp was over 105 degrees that day) I hired another back up crew to ensure complete delivery and assembly of all furniture on same day. ...all the debris (empty boxes, bubble wrap,used sealing tapes) were left at the side of the house in the exact place that Mr [redacted] showed us and asked us to pile it at....as a resolution I would like to offer that , although it was due to a mechanical failure and not a delay caused by neglect / oversight of delivery dispatch we will pay the cost of a hotel stay for the day of July 1st ($100). also, for the issue of alleged dirty floors, we will pay $75 to reimburse for any cleaning service that might have been used post move. pls note that I shall have a few supporting documents from the trucking company...receipts, logs, et al, that I will be able to submit by 8/15th.
once again, I thank Mr. and Mrs [redacted] for their business and the trust and I am hopeful that the above will bring this complaint to a close.
Warmest regards,
-[redacted] Yoaai, general manager.
Initial Consumer Rebuttal /* (2000, 13, 2014/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2014/07/31) */
To whom it may concern:
I will start by thanking Mr. & Mrs. [redacted] for choosing our moving company, MovingStar for their home move to [redacted]. we were sorry to hear that , despite our tireless efforts they were not 100 % satisfied with...
the service provided, as we planned and intended for them to have.
I was involved and aware of all stages of the relocation and can comment on the points/complaints raised with this complaint. here are the facts : initial contact by client was on 6/12th....a survey at home was scheduled for same day...6/12th in the evening....a quote was submitted the next day ...order was booked on 6/13th...box delivery service X 2 in the next few days...pick up from the home was on 6/25th as requested and agreed. delivery was scheduled for July 1st. delivery took place on 7/2nd . the $$ amount quoted was a not to exceed amount. client made payments as requested and on time. I was present at the time of delivery to oversee the process and was glad to see that the entire shipment arrived unharmed and in exact same good condition as picked up a week earlier in [redacted]. just exactly what we were contracted to do. here are the comments to the issues mentioned by client: the cross country / interstate trailer left CA on time and arrived a day after the scheduled time due to overheating engine , so we were told by the hub in [redacted] the local driver in ** (not with the delivery crew) provided info that is incorrect ...the container did not arrive a few days prior to the delivery and was never on hold due to lack of payment. the driver was also wrong by asking client to sign the deos and we reversed it later with the trucking co.
if Mrs. [redacted] wants we can bring the issue with his supervisors at the local hub in [redacted] . regarding the delivery crew : I myself hired them from the moving company we use in ** and they are trained and well experienced. due to the late hour of starting to unload (the temp was over 105 degrees that day) I hired another back up crew to ensure complete delivery and assembly of all furniture on same day. ...all the debris (empty boxes, bubble wrap,used sealing tapes) were left at the side of the house in the exact place that Mr [redacted] showed us and asked us to pile it at....as a resolution I would like to offer that , although it was due to a mechanical failure and not a delay caused by neglect / oversight of delivery dispatch we will pay the cost of a hotel stay for the day of July 1st ($100). also, for the issue of alleged dirty floors, we will pay $75 to reimburse for any cleaning service that might have been used post move. pls note that I shall have a few supporting documents from the trucking company...receipts, logs, et al, that I will be able to submit by 8/15th.
once again, I thank Mr. and Mrs [redacted] for their business and the trust and I am hopeful that the above will bring this complaint to a close.
Warmest regards,
-[redacted] Yoaai, general manager.
Initial Consumer Rebuttal /* (2000, 13, 2014/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)