Initial Business Response / [redacted] (1000, 5, ***/08/27) */ [redacted] **, [redacted] Re: [redacted] - [redacted] Letter This is an official statement regarding the issues presented by Mrs [redacted] in a letter delivered to Munden's Moving in [redacted] ***I am providing a statement relevant to the loading process of Mrs [redacted] 's belongings that took place on Tuesday, [redacted] **th, ***As an employee of Munden's Moving, I was instructed to perform tagging and listing inventory of Mrs [redacted] 's items, while the swampers and movers loaded the truck As expressed in Mrs [redacted] 's letter, there was indeed a delay in beginning the job; however, this was due to the fact that Mrs [redacted] was prior instructed, by office administration staff, to be at Munden's Moving office at [redacted] for 8:00amI reported to our office for work at 7:45am and waited for the customer to arrive at the officeAt 8:20am, Mrs [redacted] walked into the office wondering why there was a delayThe reasoning behind the client to come into the office was to grant the truck and employees access into the [redacted] facilityWe asked her where she had been and why she did not come into the office as instructedMrs [redacted] informed us that she had been waiting out of sight, across the street, in her vanWe explained again the reasoning behind her coming to the office, as we could not enter the storage without herWe addressed the situation, and she expressed that she understood, she admitted her mistake I would point out the further contradiction in her letter, with respect to the time taken to load her belongings into the truckMrs [redacted] 's first request states, "With many inexperienced staff, the process took longer than initially anticipated" I would like to provide my statement of the events that occurred during loadingAs we began unloading Mrs [redacted] 's Storage unit at [redacted] in preparation for the loading the truck to [redacted] , Mrs [redacted] interrupted the process and began yelling at our staff to not put anything on the truck until she had looked at itThis had slowed down the loading process immensely, as she continued to stop the movers and inspect numerous itemsSeveral times she changed her mind, she would take items from the truck to her [redacted] Van and vice versaThis made the process very time consuming and added confusionIn addition, Mrs [redacted] made positive comments about the staff and took note that some were new to the business; however, no negative comments or concerns were ever expressed Overall, I found that the client omitted her actions in the process that contributed to the delays and issues addressed in her letter regarding [redacted] **th, *** As per Mrs [redacted] 's claim of missing boxes, we have found that there are no such missing boxesFurthermore, Mrs [redacted] signed the inventory check list stating that all items had been received upon deliveryI have attached the signed paperwork, which clearly demonstrates that all items were accounted forIn addition, Mrs [redacted] was provided with a copy of the inventory list In regards to the request for the return of her $***[redacted] deposit, due to over charge, we 100% apologize for the miscalculation on our behalf and have since refunded the depositI have attached supporting evidence, including the copy of the receipt for the refund, dated [redacted] **th, *** As per Mrs [redacted] 's request for the insurance policy, I have included attachments of several emails sent to the client prior to her loading or booking with Munden's that clearly states our policy and that she was provided with such information on numerous occasionsHowever, please find attached our Bill of Lading and Insurance policies We feel there is no need going further with the claim as Mrs [redacted] signed that she had received all her belongings, as mentioned above Should a further statement or questions be needed, please contact the office at [redacted] or at [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, ***/08/27) */ [redacted] **, [redacted] Re: [redacted] - [redacted] Letter This is an official statement regarding the issues presented by Mrs [redacted] in a letter delivered to Munden's Moving in [redacted] ***I am providing a statement relevant to the loading process of Mrs [redacted] 's belongings that took place on Tuesday, [redacted] **th, ***As an employee of Munden's Moving, I was instructed to perform tagging and listing inventory of Mrs [redacted] 's items, while the swampers and movers loaded the truck As expressed in Mrs [redacted] 's letter, there was indeed a delay in beginning the job; however, this was due to the fact that Mrs [redacted] was prior instructed, by office administration staff, to be at Munden's Moving office at [redacted] for 8:00amI reported to our office for work at 7:45am and waited for the customer to arrive at the officeAt 8:20am, Mrs [redacted] walked into the office wondering why there was a delayThe reasoning behind the client to come into the office was to grant the truck and employees access into the [redacted] facilityWe asked her where she had been and why she did not come into the office as instructedMrs [redacted] informed us that she had been waiting out of sight, across the street, in her vanWe explained again the reasoning behind her coming to the office, as we could not enter the storage without herWe addressed the situation, and she expressed that she understood, she admitted her mistake I would point out the further contradiction in her letter, with respect to the time taken to load her belongings into the truckMrs [redacted] 's first request states, "With many inexperienced staff, the process took longer than initially anticipated" I would like to provide my statement of the events that occurred during loadingAs we began unloading Mrs [redacted] 's Storage unit at [redacted] in preparation for the loading the truck to [redacted] , Mrs [redacted] interrupted the process and began yelling at our staff to not put anything on the truck until she had looked at itThis had slowed down the loading process immensely, as she continued to stop the movers and inspect numerous itemsSeveral times she changed her mind, she would take items from the truck to her [redacted] Van and vice versaThis made the process very time consuming and added confusionIn addition, Mrs [redacted] made positive comments about the staff and took note that some were new to the business; however, no negative comments or concerns were ever expressed Overall, I found that the client omitted her actions in the process that contributed to the delays and issues addressed in her letter regarding [redacted] **th, *** As per Mrs [redacted] 's claim of missing boxes, we have found that there are no such missing boxesFurthermore, Mrs [redacted] signed the inventory check list stating that all items had been received upon deliveryI have attached the signed paperwork, which clearly demonstrates that all items were accounted forIn addition, Mrs [redacted] was provided with a copy of the inventory list In regards to the request for the return of her $***[redacted] deposit, due to over charge, we 100% apologize for the miscalculation on our behalf and have since refunded the depositI have attached supporting evidence, including the copy of the receipt for the refund, dated [redacted] **th, *** As per Mrs [redacted] 's request for the insurance policy, I have included attachments of several emails sent to the client prior to her loading or booking with Munden's that clearly states our policy and that she was provided with such information on numerous occasionsHowever, please find attached our Bill of Lading and Insurance policies We feel there is no need going further with the claim as Mrs [redacted] signed that she had received all her belongings, as mentioned above Should a further statement or questions be needed, please contact the office at [redacted] or at [redacted] Thank you, [redacted]