The Landmark Fitness Club

This customer is angry because they were under the impression that they would have a guaranteed delivery date for a move in excess of miles, which is never the case. When moving a customer across a border, all moving companies and their associated van lines legally have a window of delivery to allow us the proper time necessary to deliver a customer. Delivery spreads are never waived and always a part of an interstate move. The purpose of delivery spreads in addition to their logistical nature is to allow a company to deal with unforeseen circumstances such as tire blow outs, weather, acts of god, etcand be able to delay the delivery by a few days to deal with what is dealt. Delivery spreads protect the consumer from excessive delays while also protecting the company from having to pay a customer when their shipment is successfully delivered during the time frame of the delivery spread.In the case of this specific customer, our driver was involved in a significant accident and his tractor has been towed. We now have to rent a truck and deal with the reprecussions of the accident before we can deliver this customer. We are within our right to delay their delivery and they signed paperwork confirming their delivery spread was valid. Basically we are in the right, and the customer is confused and complaining about a delivery spread that is legal and not out of the ordinary.However....we feel that our salesman did not properly explain the delivery spread to the customer during the time of the estimate. We are committed to our customers and believe we should accept some accountability for the confusion. We have offered the customer $for the confusion and the customer has accepted.The customer has said they will be calling the Revdex.com to have the complaint deleted.This case should effectively be closed. Thank you.*** ***General Manager

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

This customer is angry because they were under the impression that they would have a guaranteed delivery date for a move in excess of miles, which is never the case. When moving a customer across a border, all moving companies and their associated van lines legally have a window of
delivery to allow us the proper time necessary to deliver a customer. Delivery spreads are never waived and always a part of an interstate move. The purpose of delivery spreads in addition to their logistical nature is to allow a company to deal with unforeseen circumstances such as tire blow outs, weather, acts of god, etcand be able to delay the delivery by a few days to deal with what is dealt. Delivery spreads protect the consumer from excessive delays while also protecting the company from having to pay a customer when their shipment is successfully delivered during the time frame of the delivery spread.In the case of this specific customer, our driver was involved in a significant accident and his tractor has been towed. We now have to rent a truck and deal with the reprecussions of the accident before we can deliver this customer. We are within our right to delay their delivery and they signed paperwork confirming their delivery spread was valid. Basically we are in the right, and the customer is confused and complaining about a delivery spread that is legal and not out of the ordinary.However....we feel that our salesman did not properly explain the delivery spread to the customer during the time of the estimate. We are committed to our customers and believe we should accept some accountability for the confusion. We have offered the customer $for the confusion and the customer has accepted.The customer has said they will be calling the Revdex.com to have the complaint deleted.This case should effectively be closed. Thank you.*** ***General Manager

We did unfortunately damage this shipper's piano. Our men did lose control of the piano for lack of a better term "dropped" it bluntly on the floor. The men did verbally argue with each other on-site in front of the shipper because the piano was dropped due to the lack of communication
and teamwork between the two lead men. While this is unprofessional, this was not due to inexperience. This was human error from two team leaders that have been in the industry for their entire working lives. I completely understand and sympathize with the shipper as his grand piano was damaged by our company, but I find it unfortunate he feels the need to lie about the facts. Let me address some of these lies briefly:The men who moved his piano have probably moved hundreds if not thousands over the course of their careers.The movers were not inexperienced....we sent career guys to his house....not casual labor....they mis-communicated and lost control of the piano....Shipper has received the bill numerous times....I have attached it to this response for the Revdex.com to see.Shipper said we should have never advertised that we move pianos.....we have been in business since and move pianos every day. This was the first piano we have damaged in a few years.Shipper says our company is owned by someone else now....we have been family owned & operated since 1935......nothing has changed.Shipper said he called twice a day for a whole week after the move and nobody returned his call.....nonsense. If that is true how did he receive our claim form? How did we know about the damaged piano? Why was I personally calling him trying to get him to send me back the completed claim form? Why does every one of my staff members roll their eyes when his name is mentioned due to how rude he is on the phone? The internet is so wonderful how a person can slander lies on behind a keyboard because they are not following the rules in getting a claim paid......rules being......California regulates the ways in which a moving company operates with the public. When damage is caused by a moving company the shipper needs to file a claim with that company. Once the claim is received it is reviewed and the claim is paid under the valuation policy chosen by the shipper. This shipper refused to get us the claim form. He instead decided to start by ceasing his communication with our company and disputing his charges with his credit card company. Once that did not work he then opened up this dispute with the Revdex.com. In the last few days I did receive his claim form via email. I will settle out his claim with a cash settlement once all disputes are resolved including this dispute with the Revdex.com. We were paid to move his home. The piano was only one of the pieces we moved. Although it was damaged we were hired to move his entire house not just his piano. We will reimburse him consistent with the law in the state of California and treat him with the same amount of integrity we treat all of our customers with. The slander and lies he is throwing around, although unfortunate, is something we have to live with and something all businesses have to live with in our digital society. I again invite this shipper to set up a meeting with myself and the owners if he would like to talk in person. He has ignored this invite to date but our door is open. Again....his claim will be paid and settled only after all other disputes he opens are permanently closed. This is our right and we will exercise it with this shipper. No monies will be paid to him until all public disputes are closed. This Revdex.com complaint is considered one of those open disputes