Professional Plumbing & Heating Service, Inc.

With regard to the reply of the complaint and what context in which the customer is representing the fact.In the original quote our salesperson [redacted] had supplied a detailed quote to the customer which included 12 boxes that we were to pack on move day with direct delivery to the new house NO STORAGE OR ADDITIONAL HANDLING WAS INCLUDED in that estimate. Copy Attached.The rest of the boxes were listed as PBO Packed By Owner on the detailed survey that supported the detailed estimate for moving. Copy AttachedPrior to the commencement of the move [redacted] spoke with Ms. [redacted] discussed her adding the storage part of the move and he discussed packing and how [redacted] had included labor to pack the 12 boxes during the move day, he adjusted the pricing down to "containers only" from $367.00 to $189.00 for the packing that was included in the quote.The customer never discussed with [redacted] that she needed any additional packing above and beyond the 12 boxes, and understood the change.Upon arriving on move day the customer was not packed, and we were marshalled into helping to complete the packing so we could finish the move in one day.We supplied 33 boxes, tape, paper, and a marker on move day to the customer - that she packed and then we packed a total of 76 boxes for the customer which of course added to the cost of the move. We did not add in Paper, Tape, and markers, that we usually charge for.We had to scramble a truck and driver to deliver the boxes and materials to her (Which we did not add to the bill). The crew was now pressured to help the customer get the packing done, and try to get it done in one day. [redacted] the field supervisor on site explained to customer that we would not be able to take the goods in the unpacked condition she said she told [redacted] she would need packing. [redacted] explained that [redacted] did have some packing on the list, but nothing near what she now needed. He also said that [redacted] would not have missed all this packing if the customer wanted our services to do the packing. [redacted] explained to Ms. [redacted] that it was going add time and cost to the move, and was depended on what we actually did.Upon delivery she kept telling the crew that she was overwhelmed, and just to put the item in the garage or basement as there was no plan on where it was going. After Ms. [redacted] contacted [redacted] he offered to come back to the house and sort and move the cartons again at no cost to her and she declined his offer of help.With regard to the seal, [redacted] our Dispatch Manager was looking for a Walk Board that was in the trailer that was needed on another job, he tried to access the trailer but was unsuccessful, as Ms. [redacted] was the only one with a key to lock. He apologized for breaking the seal, but really needed the walk board. [redacted] explained the same to Ms. [redacted], and reminded her that she was the only one with a key to the lock, so the trailer was never opened until delivery.[redacted] showed Ms. [redacted] that had we planned on packing the boxes in the estimate the day prior the cost would have been $2195.00 including packing labor and materials, along with boxes supplied to the customer.The packing containers and materials came to 1242.55 a savings of $952.45We do not believe that any refund is due, and that we went above and beyond to help the customer accomplish their move as fast as humanly possible, with keeping cost down wherever we could.[redacted]PresidentBrookline Transportation Co., Inc

I would like the customer to know I was made aware of the issue yesterday via her voicemail, and that this was not a Brookline Transportation Co., Inc move. The move was a Mayflower Transit Move and the customer moved from Florida to VirginiaI researched the claim in question and found that it had...

been filed with his auto policy though [redacted] insurance co. I was told that the claim had "fallen though the cracks" and I got authorization to send a payment for the repair of the closet area upon review of the receipt from the customer. In my research, I spoke to the contractor and was told that the washer was very large and that it was going into a tight closet in the new house. He explained to me that (against policy) that he was trying to help the customer hook up the washer and had to remove the sliding doors, he had to slide the washer, and that is when the linoleum was damaged.  The linoleum was so thin and it was not glued down which contributed to the damage.I will reach out to Ms. [redacted] today to get the repair receipt for the closet and send a check on behalf of the contractor.[redacted] President Brookline Transportation Co., Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I did not speak to [redacted] personally on the phone as he stated. I did, however, receive the email responses. His explanation that I was not ready and packed when the movers showed up is because I originally told the salesman, [redacted], that I would need help packing and the movers were completely unprepared to pack and did not label anything.  I am also not satisfied with the explanation as to why the seal was removed from the truck as it wasn't supposed to be removed until was returned to me. I do not know that I was the only one with a key as any lock I have ever bought has come with 2 keys. I bought my own lock to put on the truck, as instructed by [redacted] previous to my move but I was not given a chance to put it on. I am still not a happy customer but I also don't believe I will  get a satisfactory response so I did not reply to [redacted]'s last email.
Regards,
[redacted]

Dear Revdex.com We have followed up with the customer and below is the correspondence that [redacted] had with Ms. [redacted]. We feel that we have satisfied all of her inquiries and explained the circumstances surrounding her complaint. The crew was very careful to pack and label as best...

they could, arriving on site to the house with the customer not packed and ready to go, and providing the services that were needed as fast as they could go to get the customer packed and loaded in one day.  In response to her request, [redacted] from our office followed up with her in two emails and spoke to Ms. [redacted] personally on the phone. From: [redacted] To: [redacted] Subject: FW: Mayflower Update Date: Thu, 5 Nov 2015 12:13:32 -0500Part 1. Dated 5 Nov, 2015Hello
Ms. [redacted],I
have been reviewing the circumstances of your move. From
an email that I retrieved from [redacted] we provided you With a quote for $3917.00.
It appears that he had provided you some quotes with storage which were
avoided.  You were also quote $400 per day to hold over on the trucks. This
quote had 2 Dishpacks and 8 mirror cartons listed along with mattress
cartons.  This is the only packing that is included in your estimate.
  Please note that the cost to pack these items was $351 + $16 for
unpacking for a total of $367 for packing 12 boxes. When
you called in to confirm you move with me I checked on your addresses and
decided through satellite pictures that we could get a Trailer in front of Both
your homes. The $400 a day Hold Over fee for 2 Trucks would not apply and
unloading/reloading into storage was avoided.  2 Options that would have
increased the cost of this move.  At
that time I did review the estimate and the included packing.  I updated
the hours and mentioned to you that we could pack the boxes on the clock
lowering the same packing cost down to  $173.80 + 16= $189.80.  
We were doing our best to keep your cost increases down.Going
Back to the $3917 Quote.  The packing that is included in the quote is
listed. After speaking with [redacted] his understanding was that you would be able
to most of the items at the home and that we would have to pack breakables and
assist you with anything that you were not able to pack.  It is the
indication from our crew upon our arrival not many boxes were packed. They all
agree that everyone had to pack all day including you to get the job done.
  Based on our information this is more than we should have
expected.  The Box count is listed. We
had to work quickly to get the job packed and loaded in one day.  There
was more packing that we expected.  Had we scheduled the packing to be
done the day before we would have charged by the box.  When we do a pack
day charging by the box is an industry standard.  I have attached a
comparison of our regular rates if we had scheduled the day before.  Our
total packing cost included the boxes that we provided to you would have
totaled $2195.00.  Our men would have worked quickly all day at the
$2195.00.  The men worked very quickly on your move to get the job done in
a timely manner and the packing total came in at  $1243.02.  It
is clear that there was a minimal amount of packing included.  We can
always expect to do a bit more but the amount we did was over and above
expectation.A
pack job that would have been quoted if planned up front for $2195.00 came in a
$1243.02.  The crew picked up the pace and got the job packed and loaded
by 6:30-7:00 pm We
feel that we made efforts to keep your costs down and the circumstances of your
move worked out that we were able to do more work for you more quickly and at a
lower cost. We
feel that we made efforts from the beginning working to keep your costs down
and we feel that packing it all on load day significantly kept the costs down
and we hope that you can agree that we did make efforts to keep the costs down. Moving
is not easy and it is a challenge especially for our customers.  There are
a lot of decisions to be made quickly and it is stressful.  At a certain
point on every move the customer knows that they are being charged by the
hour.  The guys will move things around as much as you want but the longer
we are there the costs go up.  Sometimes this point is mixture of having
enough done, enough costs spent, and enough energy spent that the job needs to
end for the day. It
can take some time to unpack and settle in.  In speaking with [redacted] he has
offered to come back to the house with me sometime at no additional cost to you
for 2-3 hours to clear a path to your electrical panel, move some things
around, and organize a bit better now that you have been in your home.  If
you would like us to come back please let me know when would be good for
you.  Over the next couple of weeks we should be able to get there
Mon-Sat  During the day on almost any day that you would prefer. Please
let me know what you think.Sincerely, [redacted]  Part 2 Dated 5, Nov 2015From: [redacted] [mailto:[redacted]@usamover.com] Sent: Thursday, November 5, 2015 1:46 PMTo: [redacted]Subject: Re: Mayflower UpdateHello Ms. [redacted], My dispatcher was looking for a walk-board and knew there
there was a walk-board in your trailer.  He broke the seal but then
realized that he did not have the key and could not access the truck.  He
should have thought better.  We start at 6:00am in the morning and he was
in a rush to get a truck out to go do a job. The truck was sealed with a lock for which you were given
the only key so the seal was redundant.I do apologize that one of the crew left a pizza on your
lawn.  I do not know which crew member it was but it was most likely a case
of eating while working.  I am sure that one of my crew members lost track
of the pizza and it was an honest mistake.My apologies.Sincerely, [redacted] Please let me know if you have any additional questions or need any additional information.Thank you,[redacted]PresidentBrookline Transportation Co., Inc