T & S Transportation & Installation Inc

Complaint: [redacted]
I am rejecting this response because: I discussed with the manager before the move that there would not be someone there to direct them. Instead I provided a list of items that needed to be picked up. There was someone there to help them locate the items but they needed to make sure that they got them all. I have the email where the manager acknowledged the list.  The house was sold and these items needed to be moved by yesterday. I could not locate another company to do this on such short notice.  I asked the company to go back and get the items they missed and I was told I would have to pay a fee for something that was their error. The manager first told me that I should have provided a list for the movers to check off. When I reminded him that I did do that he then said I shouldn't expect that the drivers should have to work off of a list. The list was discussed and provided to the company and acknowledged by the company prior to the move. Additionally at no time was I rude to the manager nor did the call escalate.  The manager got rude to me and then started being very condiscending to me by speaking very slowly as though speaking to a child. When I asked him not to be condescending to me he said, "we are done". And he hung up on me. He was not willing to talk this through instead he hung up.  He contradicted himself on the call by saying I should have provided a list and when I reminded him that I did he said that I couldn't rely on his workers to follow a list. Had that been told to me up front -rather than the list being agreed to - In advance of the move by the manager  I would have hired another firm. In the end I could not get another company to move the items on such short notice. I would argue that the manager knew of the situation, agreed to it via email, but then the company did not fulfill their obligation to me leaving me without a way to get the items out of the house before it closed - unless I paid them more money. I provided what they asked for - they did not follow the directions or fulfill the move as we agreed to ahead of time. 
Sincerely, [redacted]. 
[redacted]

The customer is always responsible for direction as to what is loaded and we followed their onsite direction accordingly. When she called to complain we offered to come back out without charge for the transit time and only charge for the loading and unloading time as she would have been charged had...

we been directed to load the additional items originally. We would happy to provide the service as offered. Customer would not accept that and after considerable ranting the call was ended. This was the third move for this customer who was obviously satisfied with our service. We will still agree to provide the service if she wishes to contact the office.Ray T[redacted]T&S