Two Small Men With Big Hearts Moving Company

Good Morning ***
I received an envelope by registered mail yesterday afternoon. It turned out to be a check in the amount of the estimate that I had sent to me. I cashed the check late yesterday afternoon at*** with no issues. So I would say the case has been resolved.

I thank you for your assistance with this matter.
Wayne

(The consumer indicated he/she DID NOT accept the response from the business.)
We find your apology to be patronizing, insulting and a month and a half too late. It's clear that there isn't any real communication within the company and no respect to the customer. With all that has taken place from your company to us, we no longer trust you, and the guarantee to take care of the problem to our satisfaction.
The care in this move was ***. There were at least a half a dozen buckled boxes indicating poor moving and cause of breakage. Both the packers and the moving crew were asked to cover the table in cardboard. The packers said the moving crew would take care of it and the mover insisted that they would wrap in it blankets which never happened. The mover in the back of the truck heard us talking quietly to one another but could clearly not make out what we were saying, because he snapped at us loudly and I quote , "what are you whispering about?" He then said and I quote, "what am I supposed to do with this *** chair." We witnessed this dining table being rolled like a wheel across a rough cement surface and shoved around on the truck. When I asked if they were going to wrap it, one of the movers snapped at me, saying and I quote "We only have a few more blankets left" and "What did you want me to do?" It was clear that the movers hadn't brought adequate packing supplies and the result was that most every piece of furniture was damaged.
Later, moving into our new apartment this same individual snapped at us about the 32-inch hallway in our apartment suite being so narrow. He was very clearly angry. Seeing that he was struggling with moving the glass top computer desk that they had also scratched up during the move, we offered to help. We were standing about four feet away and he snapped again saying and I quote, "Back off." We stepped back about a foot and he continued, now, much louder snapping and I quote, "I said back off." We stepped back another foot only to see him drop the desk leaving damage to the floor of a brand-new apartment building. We told him that we would not have anyone speak to us like this in our own home to which He snapped and I quote, "Then I'm not coming back." (This was only the first piece into the suite.) When the move was complete, the mover handling the paper work said we had to pay up and he called the dispatcher. The dispatcher yelled at his movers on a speaker phone and said he was coming right down but never arrived. We said, What about all the damage? To which he replied, and I quote "you can take it up with management." and walked out.
We continued to phone for an appointment, which was made by the dispatcher, that he reneged on at least a half a dozen times. He didn't even call to say he couldn't make it. Each of these reneged appointments cost us lost wages and missed personal appointments. When he finally managed to keep an appointment he told us he had kept this appointment only because as he put it, "we were stalking him". When the dispatcher arrived, he told us that our furniture couldn't possibly all be new and when we told him that we had replaced all the main furniture within the last 9-12 month, he continued to patronize us saying, "So do you just look at your stuff? Don't you use your stuff?" He said this in regard to the long scratch on the $500.00 sheet of glass on top of our severely damaged $1,200.00 round custom dining table. He made like it was no big deal and we were over reacting to all the damage. My $1,200.00 leather couch had the legs removed to get through door ways (no problem), (we hire movers to carry our belongings because we were not strong enough to do it ourselves) but then rather than carrying it they dragged it, damaging the leather on both front and back sides. Three years ago I purchased a pair of lamps worth $325.00 each equaling to around $700.00 with taxes for the pair. One of these lamps was placed into a box with a rolled-up kitchen chef mat standing upright opposite of the lamp and the two pieces had a single piece of packing paper laid over them. The glass shade was smashed and one of the two lightbulbs broken off in the socket. Then there are a good number of one of a kind pieces that are broken and aren't available for replacement. Then he started asking me to put a price to broken items. The money wasn't the issue as most of these items are not replaceable. The issue was neglect in the care of all our belongings and in the poor or no packing and in the moving.
Your letter states that steps have been taken-"What does that really mean?" It sounds like ultimate patronization. You speak of motion on such a stressful day, as moving day? Why should we be stressed if in fact our belongings are well cared for. I awoke in the morning to the joy of a move to our new home. The movers arrived an hour early and insisted they needed to get going as they still had to get another job done after ours. They complained about this throughout the day. As our belongings had been in storage at my sisters home for one month, where they had moved them one-month prior. We had not yet arrived at my sister's place until minutes before the hour the movers were scheduled to arrive. We saw this as unacceptable as an appointment time schedule should be a schedule kept. By the time they had finished half the packing they became quite frantic about there time schedule and bad moods began to appear. The long hours daily that they complained about and the very clear fatigue they were demonstrating was something we were made to be a part of. This was completely unacceptable and should never have happened. This absolutely unacceptable moving day is still happening a month and a half later as we are left with a large amount of damage. What was new furniture and good as new is now broken and damaged goods. This should have been taken care of on the day of the move, as the dispatcher said he would do that very day. He continually told us he was in the wrong. We are well aware of this, yet this company hasn't done anything to rectify this problem to our satisfaction. When an individual is not able to perform the duties on the job due to job stress, personal stress, poor health, etc., that person has no right to inflict their problems on their customer.
With all due respect, we understand that the dispatcher is going through a rough patch in his life. I am also battling poor health and his "all about me attitude" only made my health worse. Since my health declined two years ago, I am not working and know first hand how difficult this can be. However, if anyone is not capable of taking the responsibilities that are required of them, for a particular position, in a job that involves the welfare of others, they should hand this position to someone who can. Even the need to write this response is more damaging to my health.
Due to the abusive situation this company has instilled on us we reiterate as per our original document we would like all our monies back in the amount of $1,954.96 and the right to deal with this horrible situation on our own. We would also like your receipts for this job as our credit card number is visible on your copies. We look forward to our desired resolution (above) as soon as possible as it could reflect negatively on our rating on your site.