Special Ops Storage and Moving Co

Our understanding of the complaint was that the customer wanted $for his couch because the cushion was missing, the couch being useless without itWe redelivered the cushion and are offering $? to resolve the remaining issues.all we are asking in return is that *** *** update his complaints on Google and else where to show the matter has been resolved to his satisfaction.? ?

Complaint: ***
I am rejecting this response because:Mike I have yet to see the moving contract sent to me via email and your damage/claim policiesPlease send those via email to ***I am waiting to send claim forms in until my attorney reviews all contracts ect? I can not trust your word and feel the ethics of your company is ? lacking.*** ***
Sincerely,
*** ***

The cushion was found and deliveredWe offered $as compensation customer has so far not accepted thisWe will further work with him to resolve.?

we did attempt to refund the $but for some reason the card? company was not letting us do itwe later? found out all the amounts charged we? already? disputed with the card? companywe will not attempt to recover the $extra chargeswe? apologize for
the? warehouse managers actions on the phone but the ***? were also not nice on the phone (understandably)? but sometimes temper can flare on both sided

Initial Business Response /* (1000, 6, 2015/08/25) */
I last had email contact with this customer on *** *** *** when I requested that she send pictures of damagesI never received the photos, and I was unable to initiate her claim with the claim department without themOn *** *** *** the
customer finally sent the photosI then sent the customer our New claim department information as we had recently changed thisI also checked the database of the prior claim company, and the customer had never even filed a claim with themHer photos were sent to the new claim department, and her claim is also being handled by the claim department, not meOn *** *** she emailed me again including her prior thumbtack reviewI did not reply to the customer, however I did contact the claim department in regards to her claim

we? apologize for the negative experience? I understand your frustration regarding the results of the move yesterday.? I am not the owner of the company nor does it state that on the State of Colorado siteThe manager communicated with me and explained the details of what happened with
your jobOur system is automatic and does charge the card for that type of move.? However, ? the manager was able to catch this and is going to call you this morning to speak with you.? This is the information I knowYou had scheduled the move for a 1000lb safe to move from the garage to the basementWe drove from Denver to your location to complete your moveWe had sent the necessary equipment to complete the moveYour type of safe requires a specific dolly that we rent on a case by case basis for moving large heavy safesWe had to send several crew members due to the weight of the safe to ensure safety and completion of the job? When the crew arrived they got to work right away just like every safe move they go to.? When they got the safe to the stairway where the degree turn was located, the safe would not fitUnfortunately the safe was too large to fit through the opening of your stairway at the degree turn? This in turn caused damage to the wall and openingWe were not told when scheduling that it was a possibility that it would not fit.? We have not had this problem when moving a safe typically.? The stairway was considerably too small to move that large of a safeThere was no concern brought to us regarding the size of the safe or stairway.? We still attempted to complete the impossible and damage occurred.? We have a repair specialist who can come out and make repairs.? As far as the charges go, ? we did attempt to move the safeWe purchased the dolly for your job which is? $And we still pay the crews time including travelIn an unusual occasion like this, ? we cannot take financial responsibility for not being able to complete an impossible job.? We did still come out to your location and did attempt to complete the job so there is still cost involved.? The manager will call you regarding a partial refund and schedule a time for the repairs to your home.? We cannot take responsibility for the unfortunate circumstances for the outcome of this job.? We do understand your frustration and ours as wellIt was a complete waste of both parties time and money? One of the operations managers will be giving you a call this morning to discuss further.? ? ?

[A default letter is provided here which indicates your acceptance of Mediation If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that Mediation is necessaryI do not want this complaint closed as if Special Ops answered it--they didn't.? What is the cost and who pays it?? I do not expect Special Ops to pay what they owe, and I would not want to add any additional cost onto myself alone--I am already down close to one thousand dollars from the original destroyed household goods
I have attached a scanned copy of the original (and re-sent) signed settlement letter to Special Ops.Regards,
*** *** ***

customers phone was shut off and we could not send a crew that far without some sort of confirmation WE DID NOT HAVE ANY OTHER NUMBERS TO CALL OR WE WOULD HAVE CALLEDalso customers job was much bigger than what was disclosed by customercustomer admits that they were moved in by a foot semi
truck however they hired us with a footerthey knew or should have know that this would not workwe told customer the only thing we could do per *** law was to give them new estimate for day and continue the job or we could deliver what we had in one truck ? for the estimated amount and they could find someone else to move the restit was disclosed from day one we offer an hourly service not a flat rate.it was the customer who called and cursed at us over and over making things much more difficultto the point where his own wife said not to call him anymore and deal with her.they also at the last minute changed the delivery address this did not help eitherthey also didn't close on Time and we had to store the items for a day (another change)we feel no adjustment is due this customer knows he didn't fully disclose the scope of this job and made the bid incorrect himselfwe eneded up with full foot truck and one footergoing miles each waythis is a huge dealif we were in town it would be no issue to make a second trip with one truck however going 600-mies its a huge cost difference.? he also at the last minute changed his delivery address.? all in all the estimate was and paid not even close to double that is claimed here.we feel the billing is fair and accurate.?

we? cannot issue a full refund and? largely disagree? with the statements here

Complaint: ***
I am rejecting this response because:This is not the right company! The company I filed a complaint against is Movers Connection DenverThe following information is their contact info:*** * *** *** *** **
*** ***
Please contact this company in lieu of this incorrect one
Sincerely,
*** ***

we did have a computer glitch that caused us to miss the moverefund for deposit? will be? issued? tomorrow?

we have filed a claim and will process it? promptly.? unfortunately we cannot? issue a full refund as requested?

check sentwe had an? employee we let go who? didn't do a good job finishing the? claims?

this Job came in right at the estimate (see attached E-Signed estimate)our crews go at a pace comfortable for them to safely do the jobwhen I first talked to Rachael she expected the job to be "under the estimate"our disclosures clearly state that our service is hourly and any extra work can
lead to overagesin this case the customer wanted additional work to be done for free and we simply can not do thatthe damage claim is in processcustomer was sent an acknowledgement letterI can resend if needed? thanks? ? ?

when moving drywall damage is sometimes unavoidableour agreement addresses itthere is nothing to arbitrate?

we don't agree with much of this assessmentThough we were late to this job we arrived at 12:13pm ? per our trucks GPS systemAnd finished the job below budgetDue to the high volume of moves that day and being a busy mid month Summer peak period, *** was given a ESTIMATED not guarantied
arrival timeWe unfortunately were late and offered her a refund to cancel or a smaller discount for the late arrivalIn any event we regret this happenedAs far as the move itself, there was nothing broken or misplaced and it came in under the estimated amountthese are all good factors.? Our crews are required to carry tools and packing supplies due to the busy prior day they simply ran out of supplies and had to stop by our vender and restockIts not their fault and they definitely will get paid all their hoursWe will question this crew regarding these comments *** claims they madeWe do not break Labor laws and paying crews is important to us.To address the veteran comments *** madeThese are UNTRUEWe donate monthly to the wounded warrior fund and support our troops in various other waysFor example we sponsored a military softball league bought their jerseys and other equipmentWe would be happy to present proof of this to the Revdex.com.? There are some things that are hard to control in the transportation business, ? traffic, mechanical issues, other jobs going longer etcand we can't just leave these other jobs unfinished and go start new onesWe would never not do a job even if we are late because we know people sometimes must moveAgain we are sorry for ***’s experience with our company but we feel a full refund is not due on a move were the job was done under budget and without any damageWe would like to offer *** a 10% discount to settle this matter and our apology for being late.? ?

claim is not ready and is in processI will check on it Monday

Complaint: ***
I am rejecting this response because this law of not being able to exceed the estimate? should have been explained to me at the time the movers leftNone of this was said then, nor was it said at any time to me other than right now on the Revdex.com siteI asked the movers if they were going to help me put my beds togetherThey said they wouldThey left without a word after taking my tipThey lied to my face***, the owner, knew this was the wrong thing to doThose movers put all the nuts, bolts, etcfor the three beds in one bagThat was a ridiculous thing to doMy beds are not extraordinarily complicated to assemble, except for the fact that it was necessary to figure out what nuts, bolts, etcwent with which bed due to the incompetence of the original moversI am not asking for this move to be freeI am asking that my tip be refunded and to be given a reasonable refund
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We were never told the set times were "estimated times"? On occasions I had to waste my time waiting on the movers when nothing was communicated with me about times being delayed or pushed back? When the job was set up it was made very clear of the location and time constraints on the moveWhen the mover called the night before to confirm the original move at 8:p.mthat night he never mentioned that they were out of materials or would be delayed? He confirmed just the opposite that they were getting a early start since the location was 2-1/hours away and they would be there early in the a.mIt wasn't until 11:a.mthat day that I was called by the same mover to let me know they were just leaving and had been delayed? I requested multiple times to have updates and speak with someone at their office and was told I would be contacted and was not? I then had to call and email again at 7:p.mthat evening to get a status update on the move? I was then told they were still moving/packing and it would be a while before they would be done and better to meet in the a.mat the storage? We then confirmed a hard time of 8:a.mThis move was to take day per the quote it took ? Had they left early in the a.m like they stated we could have knocked off day? So here we are on Tuesday I am at the storage facility at 8:a.mper the conversation the night before? I try calling the office multiple times at 8:finally at 8:I get a call from the movers asking what time would we like to meet? I said you were supposed to be here at He then yelled at dispatch as no one ever told them that? They finally arrived at ? We then were told a bed was left behind? We moved the stuff out I talked to the owner like I mentioned before all seemed fineThey offered to help with the storage if needed for the bed left behind? Then we find out from the cleaning lady there are multiple beds left behind and drawers of items? Fast forward to day ? I texted the owner he confirmed they would be at the cabin at ? I sent all the pictures showing all the times left? It is the same crew who had been there before so they know the drive and how long it takes however they again are over a hour late? Its like they are trying to waste our time? And this is where 10% refund is unacceptable? They arrived in a personal vehicle which I never received proof that it had the right insurance to carry my belongings? No boxes, No room for all the stuff left behind? My bed was bungie corded on the back of a truck on a dirt road for a hour which is unacceptable? I communicated with the owner several times who told me to "let them do their job" but how can you do your job with no boxes or room in the truck or a proper truck for that matterThe guys said multiple times they were not getting paid as it was their "mess up" and when questioned about the boxes and not having room they said they were never told there was anything else left behind but the beds? My husband and I had to pack up the remaining items minus the beds and WE had to load our truck front and back full of items? WE had to spend over hours of our Sunday doing this companies job? Had they done it right the first time we would not have had to waste our times on multiple days? However thank god nothing is broke that we know about and yes it came in under budgetHowever we were willing to pay the price quoted? The price was quoted it could go up we agreed and hired them? In this case nothing came in under budget when I had to miss hours of work on the first trip to the storage and my husband and I had to spend hours of our Sunday helping this company do their job? Had we not gone up on Sunday to make sure all the times were moved we would have lost our times as our sale was finall the next day? I wouldn't have realized the extent of the stuff left behind (all the shed items the cleaning lady didn't see or the stuff on the porch) and then what? ? The way this job ran from start to finish was totally unprofessional and wasted a lot of time we didn't have to spend? We will not accept 10%?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because they did not offer $250, but a less sum and have not contacted me to further resolve the situation
Sincerely,
*** ***