Dear Ms***Regarding complaint ID # ***, we did in fact unloaded Mr*** at his new apartment here in ***He scheduled the unload for august 17, During the scheduling, Mr*** stated that he would be arriving sometime in the morning of the 17thOn the day of his arrival,
he called several times to change the arrival time due to, according to him, heavy trafficWe had one of our crews going to *** on that same day and Mr*** saw our trailer on the highway and called us just to tell us that he had seen our trailer. Our guys informed us that there was no traffic on either side of the high wayNo problemMr*** called again to say that he was still stuck in traffic so he would be even later than before. No problemWhen he finally arrived, we dispatch our movers, we could not have them waiting at the apartment all dayOur movers arrived and immediately begun unloading, by now it was getting a little dark. Mr*** started unloading some of his belongings himself because he knew he had delayed his arrival. At that time, Mrs*** called to request a third man because the move was to the 3rd floor and it was getting late but she wanted to pay the same amountWe could not pay a third man on the same quoted amountMr*** unloaded the box in question containing his coffee table glass which had been packed by someone else two years ago and transported to New York and stored for two years. He did not tell anyone that the box was already defective and semi-open due to the tape being old and brittle. Mr*** placed the box near the elevator. When our mover picked up the box, not knowing that the box was damaged and, the glass flew out of the box. Mrs*** was concerned about employee and for that , we thanked her, our employees are very valuable to usLater that week, Mrs*** called to talk about the damage, our insurance would not cover the damage because we did not packed the item, it was not in our vehicle and our employee did not unloaded the boxHowever, in trying to make our customer happy, we offered $and he declined our offer, we then offered $towards the replacement of the glassbut Mr*** declined again. We have copies of the letter and emails sent to him to that effectWe were not liable for the items packed by someone else, stored for over years, transported ac*** the country in someone else's truck in a defective box, and unloaded by the customer and the customer not letting our employee know of the situation until it was too late. We have done everything in our power to resolve the situation, however, there is no reasonable cooperation from Mr*** that would resolve this matter
Our statements are completely true, Mr. [redacted] knows that we are telling the truth, he scheduled the unload for a certain time and then changed the arrival time repeatedly, he gave the excuse of being caught in traffic (although one of our moving crews went through the same route and reported no traffic at all). We were not late, he was late. The mover did not bring the box down from his truck, Mr. [redacted] did and set it by the elevator. He did not tell our mover that the box was semi-open and damaged. Although we did not damaged the glass, we offered Mr. [redacted] $75.00 towards the replacement of the item however, he did not accept. We then offered him $100.00 just to avoid any more conflict, and again he declined our offer. We did not damaged his glass, we have no idea who packed it to begin with and we know through Mrs. [redacted] that the glass was transported by a moving company in California to New York and stored in N.Y for a period of two years prior to being moved by Mr. [redacted] in a rented truck to [redacted]. Our mover was not negligent, Mr. [redacted] was negligent in not disclosing the problem with the box. Had our mover unloaded the box from the truck, he would have noted the problem or the item would have been dropped in the truck however, since he did not brought it down from the truck, he had no way of knowing that the box was damaged. We still tried to assist them with our offer but he declined. Respectfully, [redacted]
Dear Ms***Regarding complaint ID # ***, we did in fact unloaded Mr*** at his new apartment here in ***He scheduled the unload for august 17, During the scheduling, Mr*** stated that he would be arriving sometime in the morning of the 17thOn the day of his arrival,
he called several times to change the arrival time due to, according to him, heavy trafficWe had one of our crews going to *** on that same day and Mr*** saw our trailer on the highway and called us just to tell us that he had seen our trailer. Our guys informed us that there was no traffic on either side of the high wayNo problemMr*** called again to say that he was still stuck in traffic so he would be even later than before. No problemWhen he finally arrived, we dispatch our movers, we could not have them waiting at the apartment all dayOur movers arrived and immediately begun unloading, by now it was getting a little dark. Mr*** started unloading some of his belongings himself because he knew he had delayed his arrival. At that time, Mrs*** called to request a third man because the move was to the 3rd floor and it was getting late but she wanted to pay the same amountWe could not pay a third man on the same quoted amountMr*** unloaded the box in question containing his coffee table glass which had been packed by someone else two years ago and transported to New York and stored for two years. He did not tell anyone that the box was already defective and semi-open due to the tape being old and brittle. Mr*** placed the box near the elevator. When our mover picked up the box, not knowing that the box was damaged and, the glass flew out of the box. Mrs*** was concerned about employee and for that , we thanked her, our employees are very valuable to usLater that week, Mrs*** called to talk about the damage, our insurance would not cover the damage because we did not packed the item, it was not in our vehicle and our employee did not unloaded the boxHowever, in trying to make our customer happy, we offered $and he declined our offer, we then offered $towards the replacement of the glassbut Mr*** declined again. We have copies of the letter and emails sent to him to that effectWe were not liable for the items packed by someone else, stored for over years, transported ac*** the country in someone else's truck in a defective box, and unloaded by the customer and the customer not letting our employee know of the situation until it was too late. We have done everything in our power to resolve the situation, however, there is no reasonable cooperation from Mr*** that would resolve this matter
Our statements are completely true, Mr. [redacted] knows that we are telling the truth, he scheduled the unload for a certain time and then changed the arrival time repeatedly, he gave the excuse of being caught in traffic (although one of our moving crews went through the same route and reported no traffic at all). We were not late, he was late. The mover did not bring the box down from his truck, Mr. [redacted] did and set it by the elevator. He did not tell our mover that the box was semi-open and damaged. Although we did not damaged the glass, we offered Mr. [redacted] $75.00 towards the replacement of the item however, he did not accept. We then offered him $100.00 just to avoid any more conflict, and again he declined our offer. We did not damaged his glass, we have no idea who packed it to begin with and we know through Mrs. [redacted] that the glass was transported by a moving company in California to New York and stored in N.Y for a period of two years prior to being moved by Mr. [redacted] in a rented truck to [redacted]. Our mover was not negligent, Mr. [redacted] was negligent in not disclosing the problem with the box. Had our mover unloaded the box from the truck, he would have noted the problem or the item would have been dropped in the truck however, since he did not brought it down from the truck, he had no way of knowing that the box was damaged. We still tried to assist them with our offer but he declined. Respectfully, [redacted]