Hello,This matter was resolved on July 18th, 2015. The moving work order was under the name [redacted]. Based on our previous conversations with [redacted], [redacted] is either her boyfriend or husband. The cost of the move was about $200 more than the estimate...
given. This is due to the fact that there was much more to move on move day than previously discussed over the phone (no on-site estimate was performed). The customer was quoted with an hourly price and the total cost is based on how long the move takes which will obviously vary the more items there are to move. [redacted] expressed concern with the cost of the move and she wrote a bad review on [redacted].com afterwards so in an attempt to keep a happy customer, we issued a $250 refund on July 7th, 2015 (check #[redacted]). We checked back with [redacted] a week later and she still seemed a little upset so we issued a new check on July 16th, 2015 for $175 (check #[redacted]). This resolved the issue and she removed the review on [redacted].com. We went above and beyond our duty to make a customer happy.[redacted] is issuing a complaint 7 months after the move about his refrigerator. As discussed with [redacted] back in July, Superior Moving did not take the refrigerator apart. Her 2 sons took it apart and lost the part in question in the complaint. The refrigerator is not functioning properly because of that fact, not because of Superior moving it. At the time Superior issued the last check, [redacted] acknowledged this fact.In summary, this issue was resolved on July 16th, 2015 with the issue of the 2nd check. A copy of both checks are attached.
[redacted] booked her first move the night before we actually moved her. Since she arranged the move so last minute, she was not prepared to move. We had to help her pack. If she was packed (which was discussed before we scheduled the move), the move would have cost less.With...
regard to my storage facility, it is in extremely nice condition. The City of Philadelphia inspected my warehouse and has chosen to store all city items here. The federal Government, DEA, IRS, and ATF store their items here. On a side note, please note that we gave her 2 months of free storage![redacted] said we held her furniture "hostage." I told her she could move the furniture out herself with a [redacted] truck. I told her she could also use any moving company of her choice, however they had to be a licensed and insured mover. (If a mover comes to our facility without insurance and they get injured, they can sue me. It happened 13 years ago). It should also be noted that we have the same amount of insurance that other companies have as all licensed and insured companies carries the same amount of minimum insurance! This is dictated by the State and the Federal Government. This is not something that was told to her to obtain her business. It is simply the law!There is no licensed and insured moving company that would have moved her items for $200. [redacted] is simply not being truthful. She was told that we can beat any price as long as they are licensed and insured and she could provide it to us in writing. Of course, [redacted] could not come up with this quote in writing. $200 is what it would have cost her to move the items out herself with a [redacted] truck (after paying for the truck, the gas, the insurance, the mileage, and the manpower).We did not stop the move for any reason other than [redacted] calling the police. The police sided with us. They also directed [redacted] to pay the bill in cash as was discussed before the move started and it is stated on the multiple pages that [redacted] signed. Even though I bent over backwards trying to accommodate [redacted] by letting her use a credit card to pay, the police officers told me not to. They told me if she tried to cancel the payment for any reason to contact them and we could prosecute [redacted] for theft of service. We also did not charge for the downtime that she called the cops. Logic dictates that the move out of storage will cost the same as the move into storage. That means of course that both moves should have cost $1,403. On move #1, she paid $155 per hour. On move #2, we gave her a discount down to $130 per hour! On move #2, the move cost was actually $1,280. However I took the time off the bill for the customer calling the police and only charged $1,092. For the 2nd move, I did not have to deduct time because the customer chose to call the police. The move would have cost $1,299. Against my better judgment and the officer's suggestions, I accepted [redacted]'s credit card as payment. I wrote on her receipt that she would not cancel the payment for any reason. Of course she crossed this out later.In summary, [redacted] struggles with telling the truth and being moral. She severely hurt me and the men who moved her who count on all of their hours on a daily basis to feed their families.
1) We dispute the fact that our employee damaged the refrigerator. It was admitted by the wife that it was not Superior who did the damage. Superior has this recorded on phone tape # [redacted].2) The move was 7 months ago! Even if we did do the damage, we could not put a claim into the insurance company this far after the move. Why would someone wait 7 months to enter a claim?3) The first complaint with the refrigerator was about the water line. Now the complaint mentions the freezer door. There is no consistency and it seems as though this person is fishing for free money.4) The person issuing the complaint was technically not our customer. His wife, who ordered the move and who was our point of contact, was satisfied with the refund checks and made no complaint about the refrigerator. She was the one who scheduled the move, went over the details, and expressed her unhappiness before Superior sent 2 refunds. She was also the one who was satisfied back on July 18th, 2015 after receiving the 2nd check. She deleted her negative review on [redacted].com after receiving that 2nd check. That helps prove this matter was closed!5) We went way above and beyond with the issue of the 2 refund checks for over $425. This matter was closed as of the issue of the 2nd check. Again, that was 7 months ago and Superior will not be giving away any other compensation.
[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: They are lying. When they arrived to delivery our stuff, one of the men said that my belongings were not on the truck that broke down in Virginia. We were told they did not leave Pennsylvania until the day before they arrived. Also there are boxes that are missing, that I personally packed myself and put in boxes. I watched the boxes get loaded in Pennsylvania and they never made it to Florida. Along with jewelry that was stolen out of my armoire. There was priceless items in there. My wedding bands from my husband that has passed away, along with other items from my mother who has also passed away. I want a full refund.
Regards,
[redacted]
Nothing but lies from [redacted], the police report confirms our details. We already gave several hundred dollars in discounts and do not wish to hurt ourselves any further.
Hello,This matter was resolved on July 18th, 2015. The moving work order was under the name [redacted]. Based on our previous conversations with [redacted], [redacted] is either her boyfriend or husband. The cost of the move was about $200 more than the estimate...
given. This is due to the fact that there was much more to move on move day than previously discussed over the phone (no on-site estimate was performed). The customer was quoted with an hourly price and the total cost is based on how long the move takes which will obviously vary the more items there are to move. [redacted] expressed concern with the cost of the move and she wrote a bad review on [redacted].com afterwards so in an attempt to keep a happy customer, we issued a $250 refund on July 7th, 2015 (check #[redacted]). We checked back with [redacted] a week later and she still seemed a little upset so we issued a new check on July 16th, 2015 for $175 (check #[redacted]). This resolved the issue and she removed the review on [redacted].com. We went above and beyond our duty to make a customer happy.[redacted] is issuing a complaint 7 months after the move about his refrigerator. As discussed with [redacted] back in July, Superior Moving did not take the refrigerator apart. Her 2 sons took it apart and lost the part in question in the complaint. The refrigerator is not functioning properly because of that fact, not because of Superior moving it. At the time Superior issued the last check, [redacted] acknowledged this fact.In summary, this issue was resolved on July 16th, 2015 with the issue of the 2nd check. A copy of both checks are attached.
[redacted] booked her first move the night before we actually moved her. Since she arranged the move so last minute, she was not prepared to move. We had to help her pack. If she was packed (which was discussed before we scheduled the move), the move would have cost less.With...
regard to my storage facility, it is in extremely nice condition. The City of Philadelphia inspected my warehouse and has chosen to store all city items here. The federal Government, DEA, IRS, and ATF store their items here. On a side note, please note that we gave her 2 months of free storage![redacted] said we held her furniture "hostage." I told her she could move the furniture out herself with a [redacted] truck. I told her she could also use any moving company of her choice, however they had to be a licensed and insured mover. (If a mover comes to our facility without insurance and they get injured, they can sue me. It happened 13 years ago). It should also be noted that we have the same amount of insurance that other companies have as all licensed and insured companies carries the same amount of minimum insurance! This is dictated by the State and the Federal Government. This is not something that was told to her to obtain her business. It is simply the law!There is no licensed and insured moving company that would have moved her items for $200. [redacted] is simply not being truthful. She was told that we can beat any price as long as they are licensed and insured and she could provide it to us in writing. Of course, [redacted] could not come up with this quote in writing. $200 is what it would have cost her to move the items out herself with a [redacted] truck (after paying for the truck, the gas, the insurance, the mileage, and the manpower).We did not stop the move for any reason other than [redacted] calling the police. The police sided with us. They also directed [redacted] to pay the bill in cash as was discussed before the move started and it is stated on the multiple pages that [redacted] signed. Even though I bent over backwards trying to accommodate [redacted] by letting her use a credit card to pay, the police officers told me not to. They told me if she tried to cancel the payment for any reason to contact them and we could prosecute [redacted] for theft of service. We also did not charge for the downtime that she called the cops. Logic dictates that the move out of storage will cost the same as the move into storage. That means of course that both moves should have cost $1,403. On move #1, she paid $155 per hour. On move #2, we gave her a discount down to $130 per hour! On move #2, the move cost was actually $1,280. However I took the time off the bill for the customer calling the police and only charged $1,092. For the 2nd move, I did not have to deduct time because the customer chose to call the police. The move would have cost $1,299. Against my better judgment and the officer's suggestions, I accepted [redacted]'s credit card as payment. I wrote on her receipt that she would not cancel the payment for any reason. Of course she crossed this out later.In summary, [redacted] struggles with telling the truth and being moral. She severely hurt me and the men who moved her who count on all of their hours on a daily basis to feed their families.
I just spoke to [redacted] and we got this issue resolved between us. We are sending her a check for reimbursement.
1) We dispute the fact that our employee damaged the refrigerator. It was admitted by the wife that it was not Superior who did the damage. Superior has this recorded on phone tape # [redacted].2) The move was 7 months ago! Even if we did do the damage, we could not put a claim into the insurance company this far after the move. Why would someone wait 7 months to enter a claim?3) The first complaint with the refrigerator was about the water line. Now the complaint mentions the freezer door. There is no consistency and it seems as though this person is fishing for free money.4) The person issuing the complaint was technically not our customer. His wife, who ordered the move and who was our point of contact, was satisfied with the refund checks and made no complaint about the refrigerator. She was the one who scheduled the move, went over the details, and expressed her unhappiness before Superior sent 2 refunds. She was also the one who was satisfied back on July 18th, 2015 after receiving the 2nd check. She deleted her negative review on [redacted].com after receiving that 2nd check. That helps prove this matter was closed!5) We went way above and beyond with the issue of the 2 refund checks for over $425. This matter was closed as of the issue of the 2nd check. Again, that was 7 months ago and Superior will not be giving away any other compensation.
[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: They are lying. When they arrived to delivery our stuff, one of the men said that my belongings were not on the truck that broke down in Virginia. We were told they did not leave Pennsylvania until the day before they arrived. Also there are boxes that are missing, that I personally packed myself and put in boxes. I watched the boxes get loaded in Pennsylvania and they never made it to Florida. Along with jewelry that was stolen out of my armoire. There was priceless items in there. My wedding bands from my husband that has passed away, along with other items from my mother who has also passed away. I want a full refund.
Regards,
[redacted]
Nothing but lies from [redacted], the police report confirms our details. We already gave several hundred dollars in discounts and do not wish to hurt ourselves any further.