Nystrom Moving & Storage

Initial Business Response / [redacted] (1000, 8, 2014/07/02) */ I am very sorry that this customer did not receive what she was looking for from my company We did not have times available to move her piece of furniture that corresponded with the times she wanted the move to occur, and in exchanging phone calls to work out the time over a period of days from Jun 10th to Jun 13th, opportunities kept closingJune is a very busy time of the year and Fridays and Saturdays are the busiest days of the weekJune 13th was a Friday I also was called away with a sick/disabled spouse on the 12th and the 13th, and left the phones for my company with a trusted crew member who often fills in for me when I have to be awayHe was aware of the times that this customer and I were trying to work out, but again, the calendar was filling in and he was having difficulty accommodating her needs Joe insists he did not hang up on this customer and it is unlikely as he and I both bend over backwards to fill people's needsHe does answer phones from a forward to a cell phone, so it is possible that the connections were poor, or reception was droppedHe should have followed up however, if that was the case I spoke with this customer today, July 2nd, on this my third attempt to reach out to her with regard to her complaint, and tried to reach a resolution She stated today that there is no resolutionShe said there was no way to satisfy her since her piece of furniture was already moved and she wanted to make a complaint to let us know that we should be doing business in a different mannerI said I wished she had spoken to me and given me, the owner, a chance to satisfy her before filing a complaint and she said that she had already had the furniture moved before she filed the complaint, so there was nothing I could have done for her with regard to moving her furnitureAccording to my message log, she was looking to have the furniture moved on Fri, Jun or Sat, Jun for which I gave her options on those daysI was away from the phones on Thurs, Jun in the afternoon and on Fri, Jun all dayHer experience with Joe must have occurred during those days, and she must have had the furniture moved after she filed the Revdex.com complaint I could have, and would have, worked something out with her had she just called me and brought the poor customer service to my attention personallyInstead, she quickly filed a complaint with the Revdex.com and has no interest in a resolution She is correct, a call should be returned promptly However, sometimes circumstances are such that it just cannot be and a business suffers when they miss an opportunity to be of service The customer states that details should be left in a voicemail messageOften it is difficult to leave all details in a voicemail message, especially with a complex scheduling calendar, and when options are given through a message, there is no guarantee that the time slot will be available when the call is returned in response to a message She states that she was hung up on, and I respectfully disagree with that assessment We do not have employees that do not want to workThe fact that she states she spoke with someone in the evening shows that he was being diligent in answering the phone and trying to be attentive to service even after hours Again, today I tried to offer a resolution and she kept restating that there is no resolution, except to complainThat is resolution for herIt leaves me with nothing but a blemish and no way to satisfy this person I am very sorry that she had a poor experience with my companyOn the rare occasion that I have any negative feedback from a customer, I always tell people that I am happy to have the information, as I would not know of these problems or perceptions unless they called me, and that, with the information, I am able to address the issues and correct the problems I wish this customer had given me the chance to try to satisfy hershe probably would have received a free move, as I am often accused of 'giving away the store' in the name of making happy customers Sincerely, [redacted] Nystrom Owner, NystromMoving

Initial Business Response / [redacted] (1000, 5, 2014/12/30) */ My name is [redacted] , and I am the owner of Nystrom MovingI originally talked to Mr [redacted] regarding the missing time and the damaged furnitureHis complaint was different when he first spoke to me than it is in this complaint I told him I would talk to the crew and respond to the missing time and the question of damagesWhen I spoke to the crew leader, he had a different assessment of the issues so I asked him to follow through with the customer in order to avoid myself as the middleman Having heard no further complaint from either party I thought the situation had been satisfactorily resolved, and I was shocked to see a Revdex.com complaint stating, "they damage furniture and will not repair" and "do not respond to call" The crew lead did respond to the customer, but did not follow through with his promise to arrange to have someone come out to look at the damageThe crew lead did also respond to the time issue but not to the customer's satisfactionThe customer never called back to speak with me I called Mr [redacted] immediately upon receipt of this complaint and agreed to refund the 1/hr time ($110) for lunch(Normally the crew would take 1/hr off the clock for lunch, but did not in this case due to a misunderstanding of the time they were expected at the offloading site)I have no problem refunding the 1/hour for a lunch break My crew lead had agreed that damaged furniture should be repaired, and had told Mr [redacted] that we would arrange for someone to fix the damageEvidently that was not set up properly or timely so the complaint was made I have arranged for one of two furniture repair companies to contact Mr [redacted] during the week of Jan to repair the damage at our expense, as it should have been done in the first place I wish he had contacted me, rather than rush to a complaint with the Revdex.com or anyone elseI always stand behind our product and service Sincerely, [redacted] Owner, Nystrom Moving Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) nystrom promised to send repair company to fix damage and to pay us $for excess time chargedRepair has been made on 1/12/BUT NO MONEY HAS BEEN RECEIVED AS OF THIS TIME Final Business Response / [redacted] (4000, 9, 2015/01/14) */ The repair was made on 1/by [redacted] Furniture Repair, and I received his report and invoice on 1/in the morningThe check was cut for the $refund in the afternoon of 1/and dropped in the mailbox at the post office in St Paul in the late afternoon of 1/Customer should be in receipt of the check within a day or so, and will have received exactly what he was asking of my company Again, this would have been accomplished in the first place without a Revdex.com complaint