Phone call from MrK*** re: rebuttal response, he said they have no other response and stand on their first responseHe also said they were working with insurance company to try and resolve the complaint
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
1) it does not reflect the true facts of the case (See attached statement from [redacted].)2) it does not address the actions taken by Regency personnel that caused damage beyond the damage to the carpet (see attached photos of ink trail, printer and garage)3) it fails to address the various procedural mistakes made by the crew including:not covering our carpets with protective plastic,not contacting the customer immediately upon discovering any "unusual circumstance" (contract terms), deciding to move a damaged item independently and without customer's consent.
I further take issue with Mr. K[redacted]'s statement the a mistake "may have occurred BEFORE we even arrived on site for the move." The spill is in the middle of the floor and none of our household goods were in this area. All the items to be moved were along the wall, as could be attested by another Regency crew that moved some of our household items to storage 2 weeks earlier on July 29. In order for a spill to have happened where it did, the box was moved and incorrectly handled by someone on the August 12 Regency crew. We welcome Revdex.com visiting our home to see the evidence.
Regards,
[redacted]
August 25, 2014Dear [redacted],We are always disturbed when we hear from your office and we
try to be quick to answer any complaint that our company may receive. Our company’s success is based upon customer
satisfaction. We hope this letter will
show that we have a fundamental...
difference in regards to the facts of this
complaint. I will attempt to explain our situation in
this letter in the hopes you can see that we do not feel that [redacted]
deserves any compensation in regards to a mistake that may occurred BEFORE we
even arrived on site for the move.
Included in this letter are the basic facts of the case as we understand
them. We did receive a call from [redacted], about an issue at
their move. We then spoke to Darwin (our
crew chief/driver) on site. When asked
about the printer and the ink, Darwin was shocked because he noticed the ink
(on the rug) first, made a correct moving decision (to protect the company's
interest) to point out the ink and improper packing to [redacted] immediately
upon finding the spilled ink. [redacted] (at that time) agreed with Darwin, and even blamed 'himself' for the
miscue. Cliff K[redacted] Sr., did call [redacted] back and said that we would of course take care of any issues*
regarding the move (obviously if it was found to be our fault). After a few phone calls (back and forth) to
both [redacted] and a bewildered Darwin, we thought it best to complete the
move and interview Darwin in person. (We
did tell [redacted] that upon cursory phone interview with Darwin, it sounded
like he (and the Regency Crew) were not responsible. But we would complete the move and do a more
thorough investigation/interview of Darwin in person. The next morning, CK Sr. did follow up with Darwin. And again, Darwin was adamant about the fact
that he was first to the box AND showed the issue to [redacted], and that [redacted] ADMITTED THE ERROR. We even went
so far as saying to Darwin, that we had no issues if a mistake occurred, we
just wanted to know the FACTS. He again,
repeated that facts (as stated above) and would not change his story, because
it was the truth. (His exact words).
Darwin has been with Regency for about 15 years, he is a church going,
God-fearing individual, that has always showed a penchant for honesty above and
beyond the normal mover.Upon collecting the details from Darwin, we decided as a
company, that we would not be responsible for an error that occurred in the
packing process of the customer. (WE DID
NOT PACK THE CUSTOMER). Darwin even
noted that the printer did not fit in the box selected by the customer, which
could have lead to the damage and leaking of the cartridge. That fact was corroborated in every
conversation with the [redacted]'s, admitting that the printer was not in its
original box, but set in such a way that it was NOT completely packed safely
away and ready to be moved. We called
[redacted] and informed her of our decision as a company. As you can probably figure (by this Revdex.com
complaint) she was not happy with our decision.If you have any other questions, please don’t hesitate to
contact this office. We apologize for any inconvenience, and hope that an
objective, third party, can see how Regency is not at fault in regards to this
particular incident. Sincerely,E.C. KRegency Moving and Storage* We have been in the moving business for 25 years. (1989).
Over the years, we have had our share of move related problems. We have surely damaged furniture, mistakenly
driven on a yard, made holes in walls, scraped hardwood floors, etc. We know we employ human beings and we
understand (and take responsibility for) any issues that occur during the move
that our employees may make. We stand by
our work, period. We have never 'fired'
an employee for any such a mistake and we have created a workplace that is
understanding to the fact that moving is a difficult undertaking.. We want to learn from our mistakes (not cover
them up).
Phone call from MrK*** re: rebuttal response, he said they have no other response and stand on their first responseHe also said they were working with insurance company to try and resolve the complaint
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
1) it does not reflect the true facts of the case (See attached statement from [redacted].)2) it does not address the actions taken by Regency personnel that caused damage beyond the damage to the carpet (see attached photos of ink trail, printer and garage)3) it fails to address the various procedural mistakes made by the crew including:not covering our carpets with protective plastic,not contacting the customer immediately upon discovering any "unusual circumstance" (contract terms), deciding to move a damaged item independently and without customer's consent.
I further take issue with Mr. K[redacted]'s statement the a mistake "may have occurred BEFORE we even arrived on site for the move." The spill is in the middle of the floor and none of our household goods were in this area. All the items to be moved were along the wall, as could be attested by another Regency crew that moved some of our household items to storage 2 weeks earlier on July 29. In order for a spill to have happened where it did, the box was moved and incorrectly handled by someone on the August 12 Regency crew. We welcome Revdex.com visiting our home to see the evidence.
Regards,
[redacted]
August 25, 2014Dear [redacted],We are always disturbed when we hear from your office and we
try to be quick to answer any complaint that our company may receive. Our company’s success is based upon customer
satisfaction. We hope this letter will
show that we have a fundamental...
difference in regards to the facts of this
complaint. I will attempt to explain our situation in
this letter in the hopes you can see that we do not feel that [redacted]
deserves any compensation in regards to a mistake that may occurred BEFORE we
even arrived on site for the move.
Included in this letter are the basic facts of the case as we understand
them. We did receive a call from [redacted], about an issue at
their move. We then spoke to Darwin (our
crew chief/driver) on site. When asked
about the printer and the ink, Darwin was shocked because he noticed the ink
(on the rug) first, made a correct moving decision (to protect the company's
interest) to point out the ink and improper packing to [redacted] immediately
upon finding the spilled ink. [redacted] (at that time) agreed with Darwin, and even blamed 'himself' for the
miscue. Cliff K[redacted] Sr., did call [redacted] back and said that we would of course take care of any issues*
regarding the move (obviously if it was found to be our fault). After a few phone calls (back and forth) to
both [redacted] and a bewildered Darwin, we thought it best to complete the
move and interview Darwin in person. (We
did tell [redacted] that upon cursory phone interview with Darwin, it sounded
like he (and the Regency Crew) were not responsible. But we would complete the move and do a more
thorough investigation/interview of Darwin in person. The next morning, CK Sr. did follow up with Darwin. And again, Darwin was adamant about the fact
that he was first to the box AND showed the issue to [redacted], and that [redacted] ADMITTED THE ERROR. We even went
so far as saying to Darwin, that we had no issues if a mistake occurred, we
just wanted to know the FACTS. He again,
repeated that facts (as stated above) and would not change his story, because
it was the truth. (His exact words).
Darwin has been with Regency for about 15 years, he is a church going,
God-fearing individual, that has always showed a penchant for honesty above and
beyond the normal mover.Upon collecting the details from Darwin, we decided as a
company, that we would not be responsible for an error that occurred in the
packing process of the customer. (WE DID
NOT PACK THE CUSTOMER). Darwin even
noted that the printer did not fit in the box selected by the customer, which
could have lead to the damage and leaking of the cartridge. That fact was corroborated in every
conversation with the [redacted]'s, admitting that the printer was not in its
original box, but set in such a way that it was NOT completely packed safely
away and ready to be moved. We called
[redacted] and informed her of our decision as a company. As you can probably figure (by this Revdex.com
complaint) she was not happy with our decision.If you have any other questions, please don’t hesitate to
contact this office. We apologize for any inconvenience, and hope that an
objective, third party, can see how Regency is not at fault in regards to this
particular incident. Sincerely,E.C. KRegency Moving and Storage* We have been in the moving business for 25 years. (1989).
Over the years, we have had our share of move related problems. We have surely damaged furniture, mistakenly
driven on a yard, made holes in walls, scraped hardwood floors, etc. We know we employ human beings and we
understand (and take responsibility for) any issues that occur during the move
that our employees may make. We stand by
our work, period. We have never 'fired'
an employee for any such a mistake and we have created a workplace that is
understanding to the fact that moving is a difficult undertaking.. We want to learn from our mistakes (not cover
them up).