Twin Cities Moving Systems Inc

This customer had a multiple piece order shipping in for delivery. One piece arrived 11/20 and a second piece arrived on 12/15. There were other pieces to be shipped in to complete this delivery so the order was put on hold until all pieces had shipped inThe customer did call
asking for status and we advised that the order was not all in so it was not able to be scheduled. On 12/we received approval to set up a partial/split delivery for this customer as the remaining pieces would not be in for several weeks.Our hub manager reached out to the customer at that time and scheduled delivery for 12/30.I apologize that the customer felt as thought her issues were not being addressed in a timely fashion.We have addressed this internally as well to make sure all customers are contacted within hours of receipt

I apologize if the refrigerator was not installed properly. That should have been done correctly the first time. I did speak with my claims manager, Mark and he did say he talked with MrNelson about his concerns. At the time of the delivery, the customer did sign the paperwork
indicating that he received his goods and did not make any notations that there was anything wrong with the delivery at that time. There are questions on the paperwork right above where he signed asking about damage to the product, property, assembly and water leakage. He did not indicate there were any issues. When speaking with Mark, when Mark pointed this out, the customer did swear at Mark, at which time, Mark did terminate the call. When he spoke with Mark the next time, the customer again swore at Mark and hung up the phone this time on him.There are a couple of things that are a bit unclear. In the complaint, the customer says the water was leaking and that he fixed it. When he spoke with Mark, he indicated it still needed to be fixed. I will send another crew to his home if it still needs to be fixed or the fridge still needs to be leveled. Please let me know if those things still need to be done. If they already have been done, I would be willing to send the customer a $gift card for his troubles. Please let me know what is required

I have talked with my customer service and dispatch on this complaint and the customer is absolutely right. We did have to reschedule their shipments due to driver issues. I know it is extremely inconvenient and frustrating for a customer when that happens. It is even more
troubling when it happens on two of their shipment. I sincerely apologize for such poor service on their orders. We deliver of over 50,shipments a year and get well over 98% of them delivered on-time and in good condition. That is what is expected from a delivery company and we certainly understand when we fail on the 2% or less, that those are the ones that really matter to our customers. I expect that if we have the chance to deliver another shipment to Mr*** that it will be on-time and delivered in good condition. In the meantime, I will be mailing him a $gift card for the troubles we have caused on his past deliveries. I know it doesn't solve the previous issues, but hopefully he can enjoy a nice dinner on us for the problems we had caused. Please accept my apologies for our poor service. Thanks, Kevin ***President, Twin Cities Moving Systems, Inc

I spoke with Mr***He enter the complaint in an attempt to get ahold of usAfter he had entered the complaint he was able to speak to our account manager and she worked with our GM to get this put on a route and have him delivered 3/10/between 3-7pmThere was a breakdown in
communication between our team and our client that services this customerOnce we got it figured out yesterday we were able to get him scheduled and have him out for deliveryOur operations manager spoke to him this afternoon and explained this to him and talked it through with himHe has the phone number to directly get ahold of our ops manager if something should go wrong with his delivery this evening

This shipment was to be delivered to Ontonagon, MI. It was originally part of a day route that left our warehouse on 6/27/16. We were told by our client Manna Freight Systems that the product would be ready to pick up on 6/24/16, so we scheduled the delivery with the customer on
6/29/16. The product didn't arrive as scheduled, so we had to reschedule the delivery with the customer. The customer stated that it arrived at 3:am, which it did, at the distribution centers dock. We retrieve the product from their dock on an every other day basis and we did pick it on the afternoon of the 27th. It was not in our possession when the truck left on his route the morning of the 27th. The shipment then was rescheduled for delivery on 7/5/16. When it was delivered on the 5th, there was a problem with the TV picture and was refused. When the replacement TV arrived, it was scheduled for delivery on 7/20/16. It finally did deliver on the 20th in good working order. I apologize that customer didn't receive the delivery when it was first scheduled on the 29th, but it was out of our control since the product wasn't available for us to pickup as scheduled from the distribution center on the 24th

Initial Business Response /* (1000, 5, 2015/06/03) */
Based on the information provided in the complaint, we are unable to locate the customer's order informationWe do not have an order from *** for *** and we check with *** to see if they were showing one in their
system that we were simply missing
My best guess is the shipment is in her father's name and without that information, I cannot track the shipmentWe have called the ***'s phone number on both June 1st and 2nd and left her a detailed message have not received a response back from herUntil we find out the person's name the order is scheduled under, I can't research the shipment to see what the issues were surrounding the deliveryPleaee have her provide that information and we will gladly get the issue resolvedShe can call ***, my Operations Manager at ***We want to resolve the issues and get her father's product delivered if it hasn't already been received by him
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you would check your voicemail, I told you the purchase was made under ***When I finally got in touch with your company, they advised that the product was set to be delivered on the 27th from 2-6pNo one arrived or calledWhen I called back the next day your employee said it was your errorSomeone removed some of the paperworkThis order has since been cancelled due to your company's incompetenceThat is precisely what I told ***
Final Business Response /* (4000, 9, 2015/06/12) */
I'm very sorry that you and your father had a bad experience with our delivery serviceWe have been providing the delivery service for *** for several years now and don't want our service, or lack there of in your case to reflect poorly on ***
We did have a few people in our office the Saturday before Memorial Day making the scheduling calls that would have normally been made on Monday, Memorial DayDue to the day work week, we did experience a higher than call volume and we're unable to keep up with itI truly apologize for our lack of responsiveness
With the customer's name, I was able to research what happenedThe order was given to our dispatcher to route prior to it being received in our warehouseThe shipment was routed and the scheduling call was made and when it came time to load the product, it was not hereThe breakdown happened when our customer service person wasn't properly informed that it didn't load on the truck and so a call wasn't made to your father letting him know it wouldn't be arriving as scheduledThat is a very frustrating position and helpless position to put you and your father inYou are waiting for a product that never arrives and you have no way of getting any information or update on the statusI can imagine how frustrated and upset you must have been
The product did arrive at our warehoue in Eagan on the 29th as scheduled with ***The mistakes were all oursI hope that if you have a need to buy furniture in the future, you will consider giving *** another chanceI promise we will do a much better job the next time
Again, my sincere apologies for the horrible service we provided to you

Initial Business Response /* (1000, 8, 2015/09/10) */
I apologize for the late responseWe have recently moved and the first notice did not make it to our new addressWe just received the second notice in the mail yesterday
I know the customer has finally received their product and
apologize for the delay in getting it to himSuperior, WI is a weekly delivery point for usWhen the product arrived on our dock, the route for that week was already fullWe put it on the next available routeAs the customer stated, we had truck issues and had to reschedule the route not once, but twiceThe truck was not fixed in time to make the first reschedule date, so we had to push it back a second timeI know it was an inconvenience for the customer, so I will send him a $Visa Gift Card for dealing with these delivery issuesI do apologize for the troubles we caused

We received this order on 12/26/and it was put in for routing for the following week. It was scheduled for delivery the first time on 1/2/and unfortunately, the truck had mechanical issues and the route had to be rescheduled. It was rescheduled for the 12th and the customer was
unable to take delivery that date. The shipment is scheduled for delivery tomorrow, 1/16/18. I apologize for the issues regarding the truck breakdown. Unfortunately, that is something out of our control. I know that it is an inconvenience for our customers when something like that happens

First, I would like to apologize for the issues you've had to deal with in trying to get your refrigerator delivered.  I know it can be really frustrating when you've had to deal with two failed attempts.  We received in your product on 12/27/16 and scheduled delivery for the next time...

that we would be delivering in your area.  The original delivery date of 1/7/17 was on one of our trucks with a time frame of 3-7PM.  It does happen from time to time that we are running late on our time frames, especially during this time of year.  In talking with the driver, he was running behind due to some rough roads that slowed his travel speed and a couple of challenging deliveries that took longer than anticipated.  However, there is no excuse for not contacting you prior to 9PM to let you know that.  We have talked with the driver about the importance to keep the customer informed in a timely manner when issues arise.  The next delivery was scheduled for 13th and that truck did have real mechanical issues.  It was pushed back to the 14th based on what we were told by the truck repair facility.  When the truck was not done on time, we made the decision to rent a replacement unit in order to try to get the deliveries completed for the 14 customers on that route.  Your time was pushed back because of the additional delay.  I certainly understand that you have other things to do than wait all day for your delivery and that you weren't able to wait for the later time window.  We did complete the other stops on that route and had to bypass your delivery.It is scheduled once again for delivery this Saturday.  I have talked to our dispatch crew to remind them of the issues you've ad to deal with on your attempted deliveries and am hopeful that everything will run more smoothly this time.  Please accept my apologies for all of the troubles you have encountered in just trying to get your new refrigerator delivered.  I can imagine how frustrated you must feel.  I hope we can finally get it delivered this Saturday for you.  I will be sending you a $50.00 Visa Gift Card for the inconveniences you have experienced.  Please let us know if you have any issues with Saturday's delivery.

Initial Business Response /* (1000, 8, 2015/11/25) */
I apologize for the issues that [redacted] had with our delivery service. In reseaching her concerns,I did find some issues with the way it was handled. We did need to reschedule the first route due to a driver emergency. When it came time to...

ship it the next time it was scheduled, we could not relocate it in our warehouse. A new mattress order was placed with JCP at the time we could not find it.
We do cover the cost of the replacement mattress because JCP files a claim for the missing mattress. We do not give the consumer a free mattress as stated in the complaint. I am willing to send her a $100.00 gift card for her troubles, but will only do so that if that is satifactory to [redacted] to put the issue behind her. I am assuming she received a full refund from JCP. If not, please let me know and I will assist her on our end. Please let me know if you would be satisfied with the gift card and I will send it to her.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This wasted a lot of my time and I do want to put it behind me. The $100.00 gift card I feel will take care of my time and JC Penney has refunded my purchase.

Initial Business Response /* (1000, 8, 2016/01/07) */
After reading the customer's complaint, I think they were a bit confused on the dates listed probably because they were extremely frustrated by the situation. The dleivery was scheduled for the 19th originally. I couldn't agree more with...

everything written. The driver failed on every part of the Ms. [redacted]'s first delivery. Not to make any excuses, but rather to explain why he was running behind, he ran into some assembly issues on two of his prior deliveries that day. Brian was the driver on this shipment and he normally provides a good delivery experience for our customers. He is instructed to contact his dispatcher to let him know he is running behind, so we can contact the customer and inform them of the situation. As I said earlier, he failed to follow the procedures. He should have contacted his dispatcher or the customer as soon as he knew he wasn't going to make the original delivery window. The call at 8:45, an hour and 45 minutes after the end of the delivery window is unacceptable.
I too wonder why he couldn't deliver it the next day, but he did take it upon himself to put the shipment on his next route and was able to make the delivery on the 22nd.
I do apologize for the horrible lack of communication and the delay in getting your furniture.
Ms. [redacted] commented on the reviews online and we do have some bad reviews out there, some we earned by providing poor service like she received and others that maybe aren't quite as truthful as they should be. We do well over 100,000 deliveries per year and unfortunately, we do provide our customers with less than a quality experience on a small portion of those deliveries. When we do, with social media these days, they usually let everyone know about it. We do realize that when you are the one with the bad experience, it doesn't matter how many perfect deliveries we perform, it didn't happen on your delivery.
I will be sending Ms. [redacted] a $50.00 Visa Gift Card to try to make up for the poor service she received on her delivery. If we should have the chance to handle another shipment going to her residence, I'm confident that she will receive a much more pleasant experience the next time. Thank you for bringing it to our attention. Again, my sincere apologies.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did have the date off by 1 day, should have been 12/19 - sorry about that. When the driver called at 8:45 pm on 12/19 he told me that he started his day in WI, had to go in to MN, and there was a blizzard. No mention of assembly issues on 2 previous stops. Brian also said he did contact his dispatch & they were the ones who should have contacted me. You are putting this all on him & he is putting this all on you...So at this point, who knows what the story actually was. I deal with the trucking industry for my job so I know how much they don't tell the truth/stretch the truth. How this all went down isn't really that surprising but is irritating to deal with for sure. I'm pretty sure Brian just wanted a day off on Sunday, that is why he did not deliver. He also told me his manager was who would decide about the 12/22 delivery. You are saying he made that decision.
I will tell you that once Brian finally delivered, he huffed & puffed & complained about delivering for Coleman & thank god they don't do a lot of them & that delivering for IKEA was so much better. Meanwhile my husband and I are both standing there listening to it all. Professional! His wife was the brain & the braun of this whole thing. I was never so happy to have someone out of my house!
I realize that you do a lot of deliveries & your selection of folks who want to do this is probably not great. Thank you for addressing.

I am rejecting this response because:
They have held this order for a very long time and despite my efforts to reach out, they do not call back from voicemails.  They NEVER answer their phone during business hours, and my attempts to have them deliver have all been a waste of time.  We are debating returning the order because of this delay.  If you look at their reviews on google, you will see I am not the only one to deal with their bt.

The shipment was back in for routing when we received the complaint yesterday.  The customers have been contacted and the delivery is set up for this Saturday morning between 8-10 AM.  This time works with there schedules.  We do apologize for the communication issues regarding the...

rescheduling of their shipment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The response was very courteous and very much appreciated!  Thank you.

Initial Business Response /* (1000, 10, 2015/11/02) */
I apologize for the miscommunication that place on her order. This shipment is considered a remote delivery for us since it was in Fargo and we are located in the Twin Cities. Because it is a remote order, we plan the route with the earliest...

available delivery date. We contact the customer with the date and 4 hour window and if we don't reach them, we leave a voicemail with the delivery date and time. We ask them if the date and time do not work, to call us back to reschedule the delivery to another date.
When she called back to talk about the date not working for her, there must have been some misunderstanding during the conversation because we rescheduled the shipment and removed it from the route. We rescheduled it to deliver the following week, which it did.
Our office is not open on Saturday, so she did get our voicemail and we did respond to them on Monday morning. We have since added our normal business hours to our voicemail message as a result of her frustrations indicated that our business hours.
We deliver over 40,000 shipments a year and deliver the vast majority of them problem free. We are aware of the bad reviews out there. Unfortunately, the thousands and thousands of people that have great experiences with our company typically don't post their experiences online like those that don't have a smooth delivery. That is an issue that all companies face on social media.
Again, I do apologize for the misunderstanding. I have talked with our customer service team to make sure we are clear what the customer is wanting when they call us back to talk about their shipments.
Initial Consumer Rebuttal /* (2000, 12, 2015/11/12) */
The consumer indicated that she accepted the response from the business.