Papyrus

Ms***, First of all we apologize that there were issues with your moveAs far as the claim process at My Guys Moving, by contract we have a maximum of days to respond to your claim after it has been submitted within days of your moveBoth of these requirements have been fulfilledIn response to your complaint as per contact we give the customer two options1.) To have the item repaired by our company's designated furniture repair specialist or 2.) the customer can receive a cash or card deposit in the amount decided by the terms and conditions of the contractWhen you signed the the insurance policy, it states that if your item does not go over the $deductible it is not covered via the per pound coverageSince our specialist only quoted the repair at $it is not covered; however, because as a local company we want to strive for the best customer service possible, [redacted] is willing to pay to repair your table or pay you the $Please let us know what you chooseIf you feel that any of this information is incorrect we can provide pictures proving this information correct upon request.Respectfully, [redacted] Marketing ManagerMy Guys Moving Central Virginia

The offer of $refund was our attempt to satisfy the customer complaint that she thought the guys spent to long getting furniture down a winding stair case We also asked that with her acceptance of the refund, that she would post on her on-line reviews that our moving company rectified the her complaint and that she would leave a positive review or remove the complaint NOT bribery -- CUSTOMER SERVICE!!!!

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution Is fineI will wait for the business to perform this action (credit my card $150) and, if it does, will consider this complaint resolved Regards, [redacted] ***

We have handled the complaint

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I apologize that you had a bad experience with My Guys MovingI also apologize that we have to receive payment at the time our services were completedI sincerely apologize if I had any type of attitude or demeanor towards you when booking your moveI was not meaning to come off in any type of wayWe also never knew about any damages until I just read your review about our companyWe would like to work this out with you if you willing to give us a chanceI would like to hear as to what all happen and how we can fix this for youWe want you to be a happy satisfied customer and still continue to use us in the futurePlease let us know what My Guys Moving can do for you to make you happy again

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They submitted the response to a *** complaint Not the private email that was sent I have attached a screenshot of that, as well as the photos of the damaged antique record player that I inherited from my grandmother
Regards,
*** ***

Ms ***, I
do apologize that you felt like *** "copped and attitude" upon
scheduling your move Also, being that we did your move on Saturday and
did not process the payment until Monday, there was already a two day delay
When we arrived to the office Monday and received your
email asking
"is there anyway to delay the final payment of $to Friday" (a
delayed payment of days), it was followed by your comment "JUST THOUGHT
I'D ASK."
*** is
very detail oriented and does her best to capture the necessary data -- NO
ASSUMING This is our effort to provide a better experience for your move
when we ask for spellings of customer names, street names, email addresses,
contact numbers and other detailed information about the furniture needing
moved to make sure we are bringing proper tools and equipment to do the work ***
also gives a full disclosure of payment terms for our services All this
is covered both verbally and stated in our confirmation email on the day of
taking a deposit and scheduling a move This has been our policy and
terms since our doors opened for business and I'm sure this was your experience
in your previous moves with us Again, *** simply replied to your
email with the terms agreed to Again, your email was "just thought
I'd ask" In the past, we have worked with customers on delayed payments
as well as breaking down a large bill into monthly payments in an effort to
work together This requires involvement and approval by upper
management We are a small company that take on expenses to do a move --
fuel, Insurance, payroll, supplies, etc and we do our best to meet our
obligations at the same time working with customer payments as needed
We are very
sensitive of a customers budget! We can move only the heavy items and
leave the smaller items so that we are off the clock as quick as possible or we
can pack kitchen cabinets, linen closets, break down beds and tables and then
unpack / set up the furniture at the new destination It's as little or
as much as the customer's budget allows. Also, large items moved in do
not necessarily move out the same way -- going up is one technique and going
down is a different technique Our crews take all necessary precautions
to protect items being moved, protect the property (walls, floors, etc) and for
the safety of the crew Our crews do the best job at the quickest pace
possible with these precautions taken into account
A move can be
a very stressful time and we try our best to keep our customers satisfied thru
the entire event -- start to finish All this being said, I'm sorry about
the situation we are in together We would like to make an effort to earn
your approval in this situation, earn your future business and positive
recommendations

It was a pleasure working with the *** family. They have been great people to work with over the years as we have moved them several times and have even moved many of their extended family. The multiple other moves we have done for the *** family have all been done with the same
paperwork as we have not made any changes to our Terms and Conditions Agreement. I do apologize about the load shifting during transit that caused the air hockey table damage. We have offered a monetary settlement for this damage and hope to satisfy the *** family in this way per our Terms and Conditions Agreement. We spent an entire day packing boxes and preparing furniture for the move. The day of the move we had men and three foot box trucks loading the household goods for the trip to **. Each of the trucks are weight rated and DOT authorized to transport 8,000+ pounds of which our movers loaded the trucks top to bottom and front to back full to the max. This total of 24,000+ pounds is more than our estimater quoted, but we felt obligated to keep the price the same as quoted for our repeat client. We are not able to accommodate the *** family's request for a flat percent discount off the move. As in previous moves done for the family, we do offer an additional coverage for an additional price based on the deductible chosen. The additional coverage must be purchased and paid in advance of the move. In most instances, our additional coverage premium is percent of the move. ie the move is $10,and the additional coverage is $5,000. The premium goes up or down based on the deductible of choice and again, all this is mandatory to be done before the move starts so that documentation of each item's condition and value is agreed upon before the move startsThis is a moving industry standard and has been our standard for each move we do. We have offered the *** family compensation for the damaged air hockey table as agreed to in the Terms and Conditions. Respectfully Yours

The offer of $50 refund was our attempt to satisfy the customer complaint that she thought the guys spent to long getting furniture down a winding stair case.  We also asked that with her acceptance of the refund, that she would post on her on-line reviews that our moving company rectified the her complaint and that she would leave a positive review or remove the complaint.   NOT bribery -- CUSTOMER SERVICE!!!!

Ms. [redacted],      First of all we apologize that there were issues with your move. As far as the claim process at My Guys Moving, by contract we have a maximum of 30 days to respond to your claim after it has been submitted within 7 days of your move. Both of these requirements...

have been fulfilled. In response to your complaint as per contact we give the customer two options. 1.) To have the item repaired by our company's designated furniture repair specialist or 2.) the customer can receive a cash or card deposit in the amount decided by the terms and conditions of the contract. When you signed the the insurance policy, it states that if your item does not go over the $500 deductible it is not covered via the 3.50 per pound coverage. Since our specialist only quoted the repair at $150.00 it is not covered; however, because as a local company we want to strive for the best customer service possible, [redacted] is willing to pay to repair your table or pay you the $150.00. Please let us know what you choose. If you feel that any of this information is incorrect we can provide pictures proving this information correct upon request.Respectfully,[redacted]Marketing ManagerMy Guys Moving Central Virginia

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution Is fine. I will wait for the business to perform this action (credit my card $150) and, if it does, will consider this complaint resolved.
Regards,
[redacted]