Rocky Mountain Truck Center

First, we would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with ourservices We would like to start by stating that the customer saying the wrong stuff was brought to his residence is (partially) correct Dispatch had not scheduled the delivery of this customer’s shipment until the next routeHowever, somehow we unintentionally provided the driver with one additional name and address for the delivery route (this customer) The driver, having instructions to go to this customer’s address did just that As he began to unload it was realized that the items did not belong to this customer and they stopped, the driver immediately contacted the office This customer’s items were still in the same storage as they had been since they were picked up He was still on the route sheet to be delivered on the next route So, as explained here, this was not a situation where we loaded up the wrong shipment, but a situation where an additional name was inadvertently incorporated into the delivery routeWe tried to explain and apologize for the inconvenience, but the customer was very upset with the fact we did not have his stuff for delivery that day As for the customer stating they were delivered beyond the delivery timeframe, per our applicable tariff and the governing bill of lading we are allowed up to business days from the customer’s chosen 1st available date to attempt the delivery of the shipmentAlthough we work very hard to meet our customer’s requested piand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law The customer was sentlogin information on in order to file a claim online and up to date no claim has been received The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint All the above can and must be compensated through the claims process as required by federal regulations For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at [redacted] Please provide Claim ID [redacted] when contacting CSIWe regret that the customer found it necessary to file a Revdex.comcomplaint, but we trust that the above explanation enables them to betterunderstand our position in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** And *** ***

Hello *** ***, We sincerely apologize to you for the negative experience that you’ve had with usIt’snever our intention to leave our clients dissatisfiedI can see that you’reupset and we understand your concernsI want to reassure you that we will dowhatever we can to see to it
that we’re able to resolve this matter andhopefully ease your concerns.In regards to additional charges on the pilocation,you were charged specifically based on the inventory of goods that yourequested we shipWhen you’re quoted for a move over the phone, we offer afixed price based on the list of items providedYour salesperson, ***,offered a quote using that as a guideline On your move date however, there were severaladditional items that you requested we have added to your shipment As per your contract with us, adding items toyour shipment causes an increase in the overall costAs a result of this, youwere charged an additional amount to compensate for the additional itemsWhileI understand that it’s incredibly inconvenient to switch movers at the lastmoment, we would never demand that you use us and we disclose all additionalcharges prior to loading your shipmentThis gives you the opportunity to domake other arrangements, should you be dissatisfied with our ratesIn closing, we would like to contact you and offer you somecompensation and also would like to reassure you that steps have been taken toavoid anything of the sort, happing to future clients of oursWe appreciateyour patience and feedback, negative as it may be, it will help us to betterserve our clients

First, we would like to apologize for any inconvenience that thecustomer may have experienced.  It isnever our intention for our customers to be less than satisfied with ourservices.  Delay at Delivery:  Thecustomer was asked what the date will be the first available date they will...

beready for delivery.  The customer stated 08/**/15.  From that date we have up to 21 business daysto attempt the delivery of the shipment. The customer was delivered on 08/**/15which is the 6th business day after their 1st available date.  This information is detailed on our longdistance form which the customer completed and signed that they agreed to theinformation listed on it.  We will notguarantee a date for delivery unless a dedicated truck was requested and paidfor. Although we work very hard to meet our customer’s requested pick-up anddelivery dates, sometimes it is not always an option for a variety of reasonswhich makes the logistics of the moving industry complicated and unpredictable.  We have attached the Bill of Lading which isthe legal and binding contract that governs this move. At the top it clearlyhas “guaranteed delivery by” crossed out with N/A.  We are also including the long distance formwhich details all of the info about accessorial services and the allowed windowfor the delivery. BOTH are signed by the customer that they read, understand,and agree to the info on them. Delivery at 9:10pm: We do all we can to avoid delivering to our customers after eveningtime.  However, the movers work very hardto try to accommodate our customer’s schedules. Truly, the movers do not want to have to work their jobs all day andlate into the night.  We asked our driverto please get this customer delivered at the earliest opportunity because theywere calling requesting delivery multiple times daily. This is why, even thoughthe previous moves they had to service that day were both almost double thesize and required additional services, the movers still pushed to deliver onemore shipment before they could rest.  Accessorial Services: Accessorial services are services which we are required to successfullyperform the move and are charged for in addition to the price of the move.  If the customer would have advised about thelimitation of access to the destination we could have explained this and madearrangements and included this additional cost in the original estimate.  However, when the movers arrive and have todo additional work they need to be paid for this work. When customers refuse topay for the services which are REQUIRED for the delivery of their items theyare telling the movers to do all this additional hard work to deliver their itemsfor free.  However, customersautomatically assume that this is the chance for the movers to “coerce moremoney from them”, as in this case. If the customers do not want to pay for aservice required to take careof their shipment the movers may drop the shipment at the closest point thatthe truck can access and then the customers can perform their own long carry, theycan rent a shuttle to transport their items, or they can pay someone to helpthem carry their items to their destination.  Any additional services required are going tobe charged for with ANY company you do business with.   Youadd additional items to the grocery cart you must pay, you select an upgradedgym membership you will pay, it is not any different for our movers.  The customers did not do ALL the movingthemselves-they performed the additional services required that they said theyrefused to pay for.  These services aredescribed on the Long Distance Form. Phone Number:  Weregret the customer had to sustain such unacceptable behavior of our foremanand/or crew.  Our company policy providesfor disciplinary action when such a complaint is received by a customer.  The matter has been addressed bymanagement.  We thank you for bringingthe matter to our attention as it helps our quality control department avoidsuch future complaints.  We have contacted CSI our claims service provider toinitiate a claim file for the customer and allow them to file a proper claim asrequired by law.  The customer was sentlogin information in order to file a claim online.  We regret the customer is not satisfied withthe services they have received and will offer compensation based on our legalliability through the claims process.  For furtherassistance with filing claim the customer may contact [redacted] at ###-###-####or via email at [redacted] Pleaseprovide Claim [redacted] when contacting [redacted].

First, we would like to apologize for any inconvenience that the customer may have experienced during their move.  It is never our intention for our customers to be less than satisfied with our services.    The customer and Binding Price had agreed to a settlement amount. ...

However, we never received the customer’s signed acceptance of the offer and release.  Then, we received this complaint.  We contacted CSI and asked them if the customer had signed and returned the settlement agreement (as this is standard procedure).  CSI advised us that they had not received the signed agreement either.  We instructed them to resend the settlement offer to the customer’s email and to follow with a phone call.  The next day we received the signed agreement and release forwarded from CSI.    At this point we have reached an amicable resolution to the customer’s concerns and they are satisfied!  We regret that the customer felt the need to file a Revdex.com complaint instead of reaching out to us to find out what happened.  We trust that the customer realizes that this was nothing more than a misunderstanding/lack of communication.

First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with ourservices.  We would like to start by stating that the customer saying the wrong stuff was brought to his...

residence is (partially) correct.  Dispatch had not scheduled the delivery of this customer’s shipment until the next route. However, somehow we unintentionally provided the driver with one additional name and address for the delivery route (this customer).  The driver, having instructions to go to this customer’s address did just that.  As he began to unload it was realized that the items did not belong to this customer and they stopped, the driver immediately contacted the office.  This customer’s items were still in the same storage as they had been since they were picked up.  He was still on the route sheet to be delivered on the next route.    So, as explained here, this was not a situation where we loaded up the wrong shipment, but a situation where an additional name was inadvertently incorporated into the delivery route. We tried to explain and apologize for the inconvenience, but the customer was very upset with the fact we did not have his stuff for delivery that day.    As for the customer stating they were delivered beyond the delivery timeframe, per our applicable tariff and the governing bill of lading we are allowed up to 21 business days from the customer’s chosen 1st available date to attempt the delivery of the shipment. Although we work very hard to meet our customer’s requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.  We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law.  The customer was sentlogin information on 10/**/15 in order to file a claim online and up to date no claim has been received.  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through the claims process as required by federal regulations.  For further assistance with filing claims the customer may contact CSI directly at  ###-###-#### or via email at [redacted].  Please provide Claim ID [redacted] when contacting CSI. We regret that the customer found it necessary to file a Revdex.comcomplaint, but we trust that the above explanation enables them to betterunderstand our position in this matter.

We pickup up [redacted] household goods on May [redacted].  There was a miscommunication regarding the expected date of delivery between [redacted] sales person and the dispatcher.  After resolving the miscommunication, we worked to get [redacted] delivery to him as quickly as possible, all...

the while keeping him informed and updated on a daily basis.  We completed his delivery on June [redacted], only 18 business days after pickup (and 4 days after the date stated on his "Earliest Date of Delivery," see attachment).  We are obliged to complete delivery within 21 business days.It is our contention that we have satisfactorily fulfilled the terms of our agreement with [redacted].  We have offered a $200 discount as a courtesy to provide compensation for our misunderstanding with him regarding the delivery time frame.  We are awaiting his response to this offer.