Wal-Mart Stores, Inc.

This customer contacted our company to perform a long distance move.  We sent her the estimate via email before the move for her to review, comprehend, ask questions, and make an informed decision about whether or not she wanted to obtain our services.  This was also way before she signed...

anything or paid a deposit.  We feel it is insolent to read all terms to our customers; we trust that customers would not sign anything in agreement if they were not in agreement with our terms.  Our terms strictly state that if the order for the move changes, the price changes.  This is the same with any business.  You cannot go anywhere and expect people to do extra work for you for free.     When reserving a move you are reserving space inside a truck to accommodate your shipment for transit.  From the moment a customer books their move the dispatch department then immediately tries to incorporate the move into a route or they begin a new route.  The space is saved for that shipment to get it from point A to point B.  Neither the estimators nor the movers can predict when customers decide to add items to their shipment.  Our crew is not in position to assume all items are to be moved especially if the list on the estimate they have in hand is substantially different.  They will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded.  At that point, the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved. Since the movers are still at the origin the customer has 3 options:   1) They can instruct the movers to stop when the space that they reserved on the original estimate is filled.  This means that if there are items that did not get loaded the customer would then be responsible for the transport of the items and the price would not increase, except for payment for any additional services which would be necessary to successfully perform the move (stairs/elevator/shuttle/packing/etc.).   2) The customer can cancel the move, the movers will unload what was loaded onto the truck and the customer would forfeit all monies already paid and be responsible for payment to cover our expenses for reserving the space, dispatching the crew and the truck, fuel, the labor the crew already provided, etc.    3) The customer can instruct the movers to continue the move and load all their items; including the additional items which they omitted telling the estimator.  This will cause the increase in the price due to occupying more space than the customer advised for their estimate.    The customer selected the #3 option- they signed that they wanted our movers pack and ship everything. Once we had everything at the warehouse the customer then decided that they want to back out. At that point we had much time and money already invested in the move and the customer would have to forfeit their deposit to help with covering these expenses. Customer Service reached out to the customer to listen and try to address the customer’s concerns.  However, the customer talked the entire 10 minutes on the phone complaining and did not let the rep talk.  When the customer was finished our rep started to speak and the customer hung up.  She had no interest in working with our company or even hearing WHY the price of her move changed. We had our Operations Manager also reach out to the customer who, again would not allow them to speak and then she very rudely hung up on them. NOBODY who reached out to the customer was rude, bullying, or arrogant.  We would gladly provide all the recorded conversations which will verify how disrespectful, condescending, and uncooperative the customer was to everyone who wanted to work with her.  Below is the email sent to the customer.  There is nothing rude about any part of the email!   Good Afternoon [redacted]   Olympia does it’s best to accommodate each and every client in a fair and reasonable manner. Even though you have serious concerns regarding yesterday’s pick-up, you won’t allow anyone in the customer service or management side to discuss them with you.  I reached out to you a few minutes back to have a discussion in order to get an account of yesterday’s events from your point of view, to discuss the next steps, and most importantly to make sure that moving forward you can have a positive experience with Olympia. Instead, you didn’t offer me the opportunity and rather hung up on me almost a minute into our call. Customer service mentioned that they had a similar experience. It should be known that we are trying to assist, not complicate and convolute.   Since we, unfortunately, weren’t able to hold a conversation with you, we have two options:   1) Olympia will keep your initial deposit of $1,332.73 and allow you to have another company come to our warehouse       to collect and relocate your shipment. (We will have to come to an agreement on dates.)   2)  We discuss increase in cost and see if any adjustments to the revised price can be made and then continue with the      delivery.   We won’t be able to honor the start of the delivery spread (12/28/15) until we come to some sort of resolution. I look forward to hearing back.   (Please ‘Reply All’ when responding.) Thanks,   We regret that the customer felt the need to file a complaint with the Revdex.com.  We trust that the above explanations enable them to better understand our position on the matters.

First, we would like to apologize for any inconvenience that
the customer may have experienced.  It is
never our intention for our customers to be less than satisfied with our
services.  Delay Delivery:  Per our Estimate and Bill of Lading governing this move, we have up to
21...

business days from our first available date to deliver the shipment.  Although we work very hard to meet our
customer’s requested pick-up and delivery dates, sometimes it is not always an
option for a variety of reasons which makes the logistics of the moving
industry complicated and unpredictable. Customer Service:  We
regret that the customer felt they sustained such unacceptable behavior from
our staff.  The matter has been reported
to management and addressed directly with the applicable departments.  We thank the customer for bringing the matter
of their concerns to our attention as it helps our quality control department
avoid such future complaints.  We have contacted CSI our claims service provider to
initiate a claim file for the customer and allow them to file a proper claim as
required by law.  The customer was sent
login information on 12/01/15 in order to file a claim online and up to date no
claim has been received. The claim login information sent to the customer
allows filing a claim for loss, damage, delay, overcharge, and complaint.  All the above can and must be compensated through
the claims process as required by federal regulations.  The customer has up to 9 months from the date
they were delivered to file their claim.  This is because you can only file one claim per move and everything you
are going to include needs to be listed on that claim.  You cannot add items once the claim is
filed.  However, with CSI being a green
company, you can access your claim 24/7 and work on your claim, save, then
return at your own convenience instead of having to do it all at once.  Since this move was an interstate move it is
governed by federal regulations which allows up to 120 days for the processing
of the claim.  We regret the customer is
not satisfied with the services they have received and will offer compensation
based on our legal liability through the claims process.  For further assistance with filing claims the
customer may contact CSI directly at 877-274-0074 or via
email at [email protected].  Please provide Claim ID 40475 when contacting
CSI.We regret that the customer found it necessary to file a Revdex.com
complaint, but we trust that the above explanation enables them to better
understand our position in this matter.

[redacted] move was one that we had known would be a larger move. For this reason, we had decided to send our largest straight-truck; a 26' moving van. It was made known, in order to help save the client cost, we'd perform a 2nd trip, if needed, rather than send a 2nd truck and charge for it (a 2nd...

truck would also require an added man.) Fast forward, to day 2 of the move: we had come back with 3 men and yes, there was a billing error where the crew was charging for a 4 man team instead a 3 man team, but this was quickly corrected. Regarding damages, Aanal did submit pictures outlining the minimal damage. As known, movers are to allow the client to file a claim and be reimbursed at $0.30 per pound per item at minimum. Aanal was not in favor of this and decided to, simply, pay us less. Instead of paying $2,762.50 Aanal told our company that she would pay $2,370.00 and that we can take it or leave it. In her favor we okay'ed her self-offered discount of $392.50 and told her that this clearly covers any any all claims. Had she paid her full balance and filed a claim, the amount would offered for settlement would have been lower than the settlement she offered us.

In response to the above complaint, Olympia would like to present its side. On 11/21/17, [redacted] emailed in to let us know that a glass top end table was damaged during his single-day move. That same day, [redacted], our only customer service agent, responded to [redacted] letting him know that a claim will be...

filed as soon as prerequisite information is sent in. This includes: details about the damage, pictures of the damage, estimates for repair and receipts. On December 9th, [redacted] emailed in a picture of the chipped glass and an estimate for repair, prepared by [redacted] Glass Company of Mokena, IL, in the amount of $675.00. Now that the claim was filed, we took time to review all the material presented. Per ICC law, Olympia Moving & Storage Mover’s Liability signed and dated by the shipper clearly states that the shipper chose to release goods to Olympia Moving & Storage for a Valuation Protection of $0.30 Per Pound Per Article. Upon completion of our review, [redacted] reached out to let the [redacted] know that she believed the repair quote was too high, and as a courtesy, would shop around on their behalf. A day later, [redacted] reached back out to let them know that she found a company that would repair the glass for half the cost. [redacted] even found similar glass pieces listed for sale online at a fraction of repair costs. Following this information, [redacted] made it known that per AMSA’s weight guide, Olympia is responsible for compensation of $18.00. This didn’t bode well with the [redacted]. Instead, [redacted], refused to continue conversation with [redacted] and asked to speak directly with the our President. [redacted] had been travelling for the holidays, so I took it upon myself to talk with them. On a call with [redacted], I was told the following: 1) I won’t take similar glass, similar glass wouldn’t go well with my living room set, and 2) we need to replace the end table no matter how much it costs. Of course I apologized and reinforced minimum liability. As a gesture of good faith, we increased our offer eight-fold and offered $150.00. [redacted] seemed to be interested in the offer, but following consultation with [redacted], they declined. They felt it was in their best interest to seek the assistance of the Revdex.com. I left the conversation on the following terms: $150.00 is the most we’d offer as a release for the damaged item. This offer isn’t going away anytime soon and I’d be more than happy to issue the payment should you reconsider

Initial Business Response /* (1000, 5, 2015/07/13) */
Over the past two-years, Olympia has witnessed a staggering increase in repeat and referred, by word-of-mouth, business. We've been growing at record pace and truthfully enjoy assisting individuals and families relocate homes. It's a known fact...

that having all your personal belongings packed into a metal truck and moved as close as a block or as far as a coast-line is a stressful experience. We take great pride knowing that we can ensure a stress-free experience.
During June of 2015, specifically the last week, a series of unfortunate events had unfolded. It began with mechanical failures and escalated to a lack of personnel. Olympia possess a fleet of sixteen trucks that are allocated specifically to local relocations; four of which had unplanned lift-gait failures and an additional three trucks which broke down and were beyond immediate repair. On June 29 three full crews didn't show up to work. Whether it was illness related, lack of energy, or any other personal reason, we were still out twelve employees.
[redacted] was, unfortunately, a client that we had to cancel on. A call to Mr. [redacted] was made describing the situation that unfolded before us. We reached out to [redacted] June 29, at 10:30 AM. Marks estimated arrival window was 12:00 PM - 2:00 PM. It should be noted that Olympia explored countless possibilities starting at 5:00 AM that morning.
To make matters worse, one of our relocation consultants, [redacted] reached out to [redacted] when he resubmitted his information online. Mr. [redacted] called Mrs. [redacted] inquiring about her request for movers at 11:45 AM. Mr. and Mrs. [redacted] had gone on MovingCompanyReviews.com and submitted their information, which in turn went out to a handful of movers; us being one of them. Unknowingly, the email went to [redacted] who then called and realized the significant error.
During the last week of June, Olympia suffered from a situation it had never before been in. After cancelling on Mr. and Mrs. [redacted], Olympia had to go on and cancel on multiple other individuals and families. Olympia Moving was completely booked until July 8 and was therefore not able to assist those cancelled on in the coming days.
If Mr. and Mrs. [redacted] are to ever consider using Olympia Moving in the future, we'd like to offer them 10% off a local move or 5% off a long distance move.
We're very sorry to the [redacted]'s and to any other clients we had to cancel on.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sadly, I do not buy Olympia's excuses what so ever as there are years of reviews where tmhey did they same thing to other families but the majority of those were interstate moves so my husband felt comfortable securing a contract with them. Olympia can keep their pathetic 10% discount as I would never risk trying to use them again.ci would also like to point out they did not contact us to let us know WE contacted them. I wish them all the best and hope that they hold themselves to higher standards than they currently do. I will NEVER use them nor recommend them to others and strongly discourage anyone I know who might be interested in them.

Initial Business Response /* (1000, 5, 2015/08/04) */
Over the past two-years, Olympia has witnessed a staggering increase in repeat and referred, by word-of-mouth, business. We've been growing at record pace and truthfully enjoy assisting individuals and families relocate homes. It's a known fact...

that having all your personal belongings packed into a metal truck and moved as close as a block or as far as a coast-line is a stressful experience. We take great pride knowing that we can ensure a stress-free experience. During June of 2015, specifically the last week, a series of unfortunate events had unfolded. It began with mechanical failures and escalated to a lack of personnel. Olympia possess a fleet of sixteen trucks that are allocated specifically to local relocations; four of which had unplanned lift-gait failures and an additional three trucks which broke down and were beyond immediate repair. On June 29 three full crews didn't show up to work. Whether it was illness related, lack of energy, or any other personal reason, we were still out twelve employees. This meant that the crews which were operating that day were picking up the slack as much as possible. When the previous moves prematurely filled the truck, the customer was, unfortunately, a client that we had to cancel on. A call to the customer was made describing the situation that unfolded before us. During the last week of June, Olympia suffered from a situation it had never before been in. After cancelling on the customer, Olympia had to go on and cancel on multiple other individuals and families. Olympia Moving was completely booked until July 8 and was therefore not able to assist those cancelled on in the coming days. If the customer would ever consider using Olympia Moving in the future, we'd like to offer them 10% off a local move or 5% off a long distance move. We're very sorry to this customer and to any other clients we had to cancel on.