Twin Cities Moving Systems

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/and scheduled delivery for the next time that we would be delivering in your area The original delivery date of 1/7/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 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 $Visa Gift Card for the inconveniences you have experienced Please let us know if you have any issues with Saturday's delivery

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

Initial Business Response / [redacted] (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 situationThe dleivery was scheduled for the 19th originallyI couldn't agree more with everything writtenThe driver failed on every part of the Ms [redacted] 's first deliveryNot 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 dayBrian was the driver on this shipment and he normally provides a good delivery experience for our customersHe 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 situationAs I said earlier, he failed to follow the proceduresHe should have contacted his dispatcher or the customer as soon as he knew he wasn't going to make the original delivery windowThe call at 8:45, an hour and 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 beWe do well over 100,deliveries per year and unfortunately, we do provide our customers with less than a quality experience on a small portion of those deliveriesWhen we do, with social media these days, they usually let everyone know about itWe 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 $Visa Gift Card to try to make up for the poor service she received on her deliveryIf 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 timeThank you for bringing it to our attentionAgain, my sincere apologies Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did have the date off by day, should have been 12/- sorry about thatWhen the driver called at 8:pm on 12/he told me that he started his day in WI, had to go in to MN, and there was a blizzardNo mention of assembly issues on previous stopsBrian also said he did contact his dispatch & they were the ones who should have contacted meYou are putting this all on him & he is putting this all on you...So at this point, who knows what the story actually wasI deal with the trucking industry for my job so I know how much they don't tell the truth/stretch the truthHow this all went down isn't really that surprising but is irritating to deal with for sureI'm pretty sure Brian just wanted a day off on Sunday, that is why he did not deliverHe also told me his manager was who would decide about the 12/deliveryYou 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 betterMeanwhile my husband and I are both standing there listening to it allProfessional! His wife was the brain & the braun of this whole thingI 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 greatThank you for addressing

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 / [redacted] (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 / [redacted] (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.

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 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-AM This time works with there schedules We do apologize for the communication issues regarding the rescheduling of their shipment

Initial Business Response / [redacted] (1000, 10, 2015/11/02) */ I apologize for the miscommunication that place on her orderThis shipment is considered a remote delivery for us since it was in Fargo and we are located in the Twin CitiesBecause it is a remote order, we plan the route with the earliest available delivery dateWe contact the customer with the date and hour window and if we don't reach them, we leave a voicemail with the delivery date and timeWe 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 routeWe 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 morningWe have since added our business hours to our voicemail message as a result of her frustrations indicated that our business hours We deliver over 40,shipments a year and deliver the vast majority of them problem freeWe are aware of the bad reviews out thereUnfortunately, 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 deliveryThat is an issue that all companies face on social media Again, I do apologize for the misunderstandingI 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 / [redacted] (2000, 12, 2015/11/12) */ The consumer indicated that she accepted the response from the business