This customer is angry because they were under the impression that they would have a guaranteed delivery date for a move in excess of 600 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, etc. and 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 $500 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.[redacted]General Manager
This customer is angry because they were under the impression that they would have a guaranteed delivery date for a move in excess of 600 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, etc. and 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 $500 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.[redacted]General Manager