Neighbors Relocation Services

Hello and thank you for reaching out to us in order to find a solution to this issue It appears that the issue was caused by a simple data entry error in our software system As soon as the scheduling issue was realized, we corrected the issue by rescheduling the move and handling it immediately the following morning We apologize sincerely for this error It was not our representative's intent to cause inconveniencejust an honest mistake The customer was given an estimate at the origin address in the amount of $ The terms and conditions of the contract state that the price of the move is based on the actual time that the move takes and that the actual price of the move, may be more than the estimate We are happy to provide a copy of the paperwork supporting this Also, In order to attempt to resolve the prior mentioned data entry error, we offered a discount of 10% off of the moving rate which represented a savings of $off of the moving cost In addition, we credited an additional hour of moving time as a customer service gesture, in the amount of $for a total discount of $in order to resolve the issue We were under the impression that this solved the issue 100% We would not have made that customer service gesture in the process of the move taking place if it was not expected to rectify the issue completelyit would have been our preference to wait until after the move was completed, and address the entire issue together, but we did this as a gesture of good faith in order to address our client's dissatisfaction We feel that the discount of $is more than generous for the data entry error that we admitted to However, in the interest of resolving this issue to our clients 100% satisfaction, we will offer an additional $as a sign of good faith and to completely resolve the matter Kind Regards

Complaint: [redacted] I am rejecting this response because: There was no miscommunication I confirmed that I had to reserve the loading dock and freight elevator from 12-at least twice My move was smaller so they chose to execute a larger move so they would make more money On the day of the move the dispatcher said he couldn't confirm that they would be there before pm That's when I cancelled My refund was not applied until after I called the manager Worst business I have ever delta with.Sincerely, [redacted] ***

I was told that Neighbors was some how 'not at fault'.I paid them as indicated in the attachment after they threatened to not deliver my property.They are very much at fault for the delay

Complaint: [redacted] I am rejecting this response because: In no way is $a substantial portion of the moving cost As I have continued to state; I was forced to be charged for the move with the promise that Randy would "take good care of me" and contacted the Revdex.com because I was never called by the GM following the move In no way is it appropriate to ask someone to provide their pay stubs in a situation like this and in no way is the company acting in good faith to resolve this situation Acting in good faith would be to provide the 50% refund Giving me a $discount is basically giving me my deposit back plus $which is unacceptable Sincerely, [redacted]

Please convey our most sincere apologies to Ms [redacted] We are very sorry that we had this mixup in communication.To give some background on our correspondence with Ms [redacted] : We had a request from Ms [redacted] to set up a crew to move a small amount of goods on 4/The day before the move was to take place, the dispatcher went through our standard confirmation phone call process and communicated several details about the service to include that the window of time that we'd arrive between would be - 4pm [redacted] ***, the dispatcher communicated that we did not know exactly what time in that 12-4pm period we'd be arriving since the crew would be coming from a previous location/move, so we'd call as soon as the crew was on the way We received a call around noon from Ms [redacted] on 4/asking where the crew was We reiterated that we had scheduled the move for an arrival window of between - 4pm and that it was our busiest day of the year so far, so we just didn't have a crew free and available at that particular moment, but that we still planned to arrive in the timeframe that we'd agreed upon.The client stated that this would be too late and would not work for her and asked for a refund of the deposit to be processed, and was clearly and understandably upset The deposit refund was processed the same day on 4/as soon as the client asked us to do so, and that normally, the refunds take 5-business days (due to constraints regarding receiving bank, posting the money into the customer account)Our General Manager, [redacted] also called personally to attempt to determine how the miscommunication took place and to apologize for any inconvenience due to the misunderstanding about when we'd be arrivingPer Ms [redacted] 's desired resolution, we've acknowledged the miscommunication and immediately processed the refund of deposit, per Ms [redacted] 's request, prior to close of business on 4/and prior to even receiving notice of a complaint from the Revdex.com Due to the fact that we receive so few complaints from customers (normally less than per customers) and due to the fact that we didn't have the opportunity to show Ms [redacted] the very high level of service that we can provide to our clients, by moving her goods and dazzling her with our high level of quality and professionalism, we were very disappointed to see that we had a complaint, even though we didn't even get the opportunity to move her goods and become her mover for life.That being said, please again convey our sincere apologies and note that the desired resolution requested was achieved prior to Neighbors being notified of the issue through the Revdex.com portal.Kind Regards,Neighbors

Complaint: ***I am rejecting the business response because whole situation was handled inappropriatelyThe lack of respect from management when telling me that they were going to move me for free for the mix up and then telling me he was just kidding is unprofessional and rudeThe hour credit of move time is because of their error as wellI was very honest with how much furniture I had and the size of my homeThey did not send a big enough truck or multiple I think that a $credit is a slap in the face given that was the deposit I put down which makes the total I paid for my move over $ The price went up times that day which is shadyThey suck you in by giving a cheap quote over the phone and then the price kept going up on moving dayThere are a lot of other inconveniences this causedI had to take another day off work which cost me roughly $and we had to have our cable company come back because the tvs were not at the house which was another $

Thank you There is no grounds for a 50% reduction in cost Msstated that she was inconvenienced due to the scheduling error because she had to take an additional day of work off We have more than compensated for that day off and the inconvenience experienced We've also offered to keep the conversation open if Mswould like to prove that she has not been fully compensated for her additional day off of work In the interest of resolving this issue, we'll offer an additional $to the previous offer Mshas already accepted $in discounts, and as an additional sign of good faith, we'll increase an additional refund offer from $to $which represents a very sizable portion of the moving cost If Ms would like to accept, please let us know and we'll move forward with our claims department
Kind Regards

Please see the Bill of Lading contract written between Mr*** and NorthAmerican Van Lines directly Neighbors is not part to that contact, however, since Neighbors is the closest local company to Mr***, we were asked to collect the funds from Mr*** that he owed NorthAmerican Van Lines and remit them to NorthAmerican Van Lines for the relocation That is why Mr*** has a receipt for funds Neighbors charged and remitted to NorthAmerican Van Lines on his behalf.In addition, Mr*** has been in contact with the customer service department at NorthAmerican Van Lines/Sirva in reference to his delay claim [email protected] , per the terms and conditions of his contract with NorthAmerican Van Lines.Regards,Neighbors

Revdex.com:
I made a complaint against Neighbours Relocation services. I received a phone call this morning from the company with an apology and a confirmation of refund of the deposit taken.  Our aim was the refund, the formal apology was a bonus.
Thanking you[redacted]...

[redacted]

Complaint: [redacted]
I am rejecting this response because:As I have said before, I signed a contract with and was charged by Neighbors Moving.I have previously attached a receipt, which I have attached previously, that demonstrates a charge of $17,978.99 on July 11, 2017 made to a 'merchant' labeled 'Neighbors Moving & Storage of Seattle' in Tukwila, WA 98188.Apparently this isn't Neighbors, so I have contacted the credit card company to dispute this charge for $7,500 since I lost 3 days of work. IT appears we are going in a circular argument with Neighbors saying they're not responsible and the only proof I have is a receipt for nearly $18,000 with their name on it.  
Sincerely,
[redacted]

Let us please begin by sincerely apologizing for the inconvenience.  
We have followed our agreement to the letter regarding the claims process for the damage stated.  We even allowed the claim even though the rules in WA State stay that that internal electronics damage cannot be claimed,...

and this is stated on the mutually accepted contract that Ms. agreed to prior to transportation.  We are happy to provide a copy of that documentation.
In addition to that, Randy P[redacted] our General Manager spoke with Ms. and offered to go above and beyond and help by offering a customer service refund as a sign of good faith and to reach an amicable resolution with our client, even though it is not required per our agreement.
That offer is still on the table if Ms. would like to reach out to Randy again via email [redacted]@neighborsmovingseattle.com
Kind Regards,
Neighbors

Please convey our most sincere apologies to Ms. [redacted].  We are very sorry that we had this mixup in communication.To give some background on our correspondence with Ms. [redacted]: We had a request from Ms. [redacted] to set up a crew to move a small amount of goods on 4/24. The day before the move...

was to take place, the dispatcher went through our standard confirmation phone call process and communicated several details about the service to include that the window of time that we'd arrive between would be 12 - 4pm.  [redacted], the dispatcher communicated that we did not know exactly what time in that 12-4pm period we'd be arriving since the crew would be coming from a previous location/move, so we'd call as soon as the crew was on the way.  We received a call around 12 noon from Ms. [redacted] on 4/24 asking where the crew was.  We reiterated that we had scheduled the move for an arrival window of between 12 - 4pm and that it was our busiest day of the year so far, so we just didn't have a crew free and available at that particular moment, but that we still planned to arrive in the timeframe that we'd agreed upon.The client stated that this would be too late and would not work for her and asked for a refund of the deposit to be processed, and was clearly and understandably upset.  The deposit refund was processed the same day on 4/24 as soon as the client asked us to do so, and that normally, the refunds take 5-7 business days (due to constraints regarding receiving bank, posting the money into the customer account). Our General Manager, [redacted] also called personally to attempt to determine how the miscommunication took place and to apologize for any inconvenience due to the misunderstanding about when we'd be arriving. Per Ms. [redacted]'s desired resolution, we've acknowledged the miscommunication and immediately processed the refund of deposit, per Ms. [redacted]'s request, prior to close of business on 4/24 and prior to even receiving notice of a complaint from the Revdex.com.  Due to the fact that we receive so few complaints from customers (normally less than 1 per 4000 customers) and due to the fact that we didn't have the opportunity to show Ms. [redacted] the very high level of service that we can provide to our clients, by moving her goods and dazzling her with our high level of quality and professionalism, we were very disappointed to see that we had a complaint, even though we didn't even get the opportunity to move her goods and become her mover for life.That being said, please again convey our sincere apologies and note that the desired resolution requested was achieved prior to Neighbors being notified of the issue through the Revdex.com portal.Kind Regards,Neighbors

Complaint: [redacted]I am rejecting this response because: There was no miscommunication.  I confirmed that I had to reserve the loading dock and freight elevator from 12-4 at least twice.  My move was smaller so they chose to execute a larger move so they would make more money.  On the day of the move the dispatcher said he couldn't confirm that they would be there before 6 pm.  That's when I cancelled.  My refund was not applied until after I called the manager.  Worst business I have ever delta with.Sincerely,[redacted]

I was told that Neighbors was some how 'not at fault'.I paid them as indicated in the attachment after they threatened to not deliver my property.They are very much at fault for the delay.

Hello and thank you for reaching out to us in order to find a solution to this issue.  
It appears that the issue was caused by a simple data entry error in our software system.  As soon as the scheduling issue was realized, we corrected the issue by rescheduling the move and handling it...

immediately the following morning.  We apologize sincerely for this error.  It was not our representative's intent to cause inconvenience... just an honest mistake.
The customer was given an estimate at the origin address in the amount of $1592.00.  The terms and conditions of the contract state that the price of the move is based on the actual time that the move takes and that the actual price of the move, may be more than the estimate.  We are happy to provide a copy of the paperwork supporting this. 
Also, In order to attempt to resolve the prior mentioned data entry error, we offered a discount of 10% off of the moving rate which represented a savings of $208.95 off of the moving cost.  In addition, we credited an additional hour of moving time as a customer service gesture, in the amount of $179.10 for a total discount of $388.05 in order to resolve the issue.  We were under the impression that this solved the issue 100%.  We would not have made that customer service gesture in the process of the move taking place if it was not expected to rectify the issue completely... it would have been our preference to wait until after the move was completed, and address the entire issue together, but we did this as a gesture of good faith in order to address our client's dissatisfaction.
We feel that the discount of $388.05 is more than generous for the data entry error that we admitted to.  However, in the interest of resolving this issue to our clients 100% satisfaction, we will offer an additional $100 as a sign of good faith and to completely resolve the matter.
Kind Regards

This client is contracted directly with NorthAmerican Van Lines and not with Neighbors Relocation Services.  Please check the moving contact for verification.  NorthAmerican Van Lines would handle this client's claim directly as we were not part of that contract.  Please let us know...

if you need any further info.Kind Regards,Neighbors

Complaint: [redacted]I am rejecting this response because: In no way is $150 a substantial portion of the moving cost.  As I have continued to state; I was forced to be charged for the move with the promise that Randy would "take good care of me" and  contacted the Revdex.com because I was never called by the GM following the move.  In no way is it appropriate to ask someone to provide their pay stubs in a situation like this and in no way is the company acting in good faith to resolve this situation.  Acting in good faith would be to provide the 50% refund.  Giving me a $150 discount is basically giving me my deposit back plus $50 which is unacceptable.  Sincerely,[redacted]