We have read the complaint filed by [redacted] on November 7, 2017, and we thank the Revdex.com for this opportunity to respond After conducting a site survey of Mr***’s household items on May 15, 2017, Island Movers prepared a cost estimate for the requested door-to-door service from Kihei, Maui to Vancouver, British Columbia, CanadaThis estimate was acknowledged and initialed by the customer on May 17, 2017, the day his items were picked up by our crewCopies of the site survey inventory sheet and initialed estimate are included with this response Door-to-door moves are charged by the actual weight of the shipmentAfter the packing of items was completed, the customer’s shipment weighed in at 1,lbsWe notified Mr [redacted] that there would be a slight increase in cost due to the actual weight of his shipment Mr [redacted] stated at that time that the cost was too high and instructed us to dump his entire shipmentWe advised against this and asked him to provide a pared down list of items that he would like to have shipped to CanadaThe customer gave us a reduced list over the phone, and said the remaining goods could be disposed ofDocuments showing the items we picked up from the home versus the items the customer authorized us to ship are included with this response We provided Mr [redacted] a new price of $5,based on the revised shipment and received his authorization to proceedAfter his items reached Vancouver, our destination agent made multiple attempts to contact the customer for final delivery but received no responseIsland Movers later received a call from Mr***’s son, who provided a valid phone numberWe gave the number to our destination agent, and final delivery was completed on October 4, Later that month, Mr [redacted] contacted us to inquire about the balance of his shipmentMultiple phone calls continued during which he stated that disposal of the remaining items was not requestedWe sent the customer a claim form, but he has not submitted a claim as of yet We pride ourselves on customer serviceAs a gesture of goodwill, we did not charge Mr [redacted] for the additional segregation, disposal and repacking of his shipment Please advise if there’s any other information the Revdex.com would like us to provideThank you
We have read the complaint submitted on April 3, 2017, and we thank the Revdex.com for this opportunity to respond First and foremost, we regret any frustration the customer may have felt regarding the issuance of his refundA check in the amount of $was prepared and mailed to the customer on April 5, A copy of our check is attached (marked ‘void’ for purposes of this response) Our investigation revealed that the delay was caused by an unfortunate combination of one staff member leaving our company during this time period and another staff member failing to follow through on the pending matterThis customer was indeed due a refund of $when his shipment on January 25, weighed in at 1,lbsThe original estimate, which had included additional household items, was 2,lbs The General Manager of our Maui division spoke with the customer by phone on April 4, 2017, and expressed our sincere apologies for the inconvenience this causedOur General Manager also conducted retraining for her staff on company procedures relating to customer concerns, the issuance of credits, etc., so we can prevent this type of delay from happening again With the refund check issued, we consider this matter resolved
We have read the complaint filed by [redacted] on November 7, 2017, and we thank the Revdex.com for this opportunity to respond After conducting a site survey of Mr***’s household items on May 15, 2017, Island Movers prepared a cost estimate for the requested door-to-door service from Kihei, Maui to Vancouver, British Columbia, CanadaThis estimate was acknowledged and initialed by the customer on May 17, 2017, the day his items were picked up by our crewCopies of the site survey inventory sheet and initialed estimate are included with this response Door-to-door moves are charged by the actual weight of the shipmentAfter the packing of items was completed, the customer’s shipment weighed in at 1,lbsWe notified Mr [redacted] that there would be a slight increase in cost due to the actual weight of his shipment Mr [redacted] stated at that time that the cost was too high and instructed us to dump his entire shipmentWe advised against this and asked him to provide a pared down list of items that he would like to have shipped to CanadaThe customer gave us a reduced list over the phone, and said the remaining goods could be disposed ofDocuments showing the items we picked up from the home versus the items the customer authorized us to ship are included with this response We provided Mr [redacted] a new price of $5,based on the revised shipment and received his authorization to proceedAfter his items reached Vancouver, our destination agent made multiple attempts to contact the customer for final delivery but received no responseIsland Movers later received a call from Mr***’s son, who provided a valid phone numberWe gave the number to our destination agent, and final delivery was completed on October 4, Later that month, Mr [redacted] contacted us to inquire about the balance of his shipmentMultiple phone calls continued during which he stated that disposal of the remaining items was not requestedWe sent the customer a claim form, but he has not submitted a claim as of yet We pride ourselves on customer serviceAs a gesture of goodwill, we did not charge Mr [redacted] for the additional segregation, disposal and repacking of his shipment Please advise if there’s any other information the Revdex.com would like us to provideThank you
We have read the complaint submitted on April 3, 2017, and we thank the Revdex.com for this opportunity to respond First and foremost, we regret any frustration the customer may have felt regarding the issuance of his refundA check in the amount of $was prepared and mailed to the customer on April 5, A copy of our check is attached (marked ‘void’ for purposes of this response) Our investigation revealed that the delay was caused by an unfortunate combination of one staff member leaving our company during this time period and another staff member failing to follow through on the pending matterThis customer was indeed due a refund of $when his shipment on January 25, weighed in at 1,lbsThe original estimate, which had included additional household items, was 2,lbs The General Manager of our Maui division spoke with the customer by phone on April 4, 2017, and expressed our sincere apologies for the inconvenience this causedOur General Manager also conducted retraining for her staff on company procedures relating to customer concerns, the issuance of credits, etc., so we can prevent this type of delay from happening again With the refund check issued, we consider this matter resolved