WOK N ROLL

See Attached:

Initial Business Response /* (1000, 12, 2015/11/13) */
Jeffrey,
Thank you for the information you provided regarding your move from Edmonton, Alberta to Courtenay, British ColumbiaWe are sorry to hear that your moving experience did not go smoothly for you and your concerns were not handled to
your satisfaction when you called the company to advise us as suchI would like to take the opportunity to address these concerns which will provide you with a better understanding of your move
The contract you received with your initial quote clearly stated that the price of the move was based on items listed and that any changes to the list will result in an adjustment to the priceThis being said the price of your move could potentially go up or down depending on what items were actually movedUnfortunately, in the case of your move there were additional items added to the move at the time of pick upYour contract was based on a scaled shipment charge per pound as stated on the contractThe weight the contract was based on was an estimated volume of 4,poundsWhen the movers arrived the weight of the items to be moved was an additional 1,pounds which resulted in the higher price of the move
Our company offers competitive pricing which is based on sharing truck space on occasionWe calculate available truck space by the amount of pounds to be movedWhen the movers pick up the items and customers have underestimated what actually is being moved this can potentially create a fuller truck than expectedUnfortunately, in the case of your move there was not enough space left on the truck to move all your itemsThe charges you incurred were due to increased weight being moved and not that two trucks were usedWe apologize that it did take an additional two weeks to get the remaining belongings to youAgain , this is a result of having available truck space to accommodate the overflow of items
You also expressed the concern regarding the additional insurance you paid for to cover damaged or missing itemsThe insurance contract was provided to you by the driver at the time of pick up and clearly stated there was a day window of opportunity to make a claim after the move was completedIf you had any questions regarding the contract we would have been happy to answer them from youUnfortunately, we received a call from you regarding the damaged items weeks after the move was completed which is past the time allowed by the independent insurance company for us to submit your claim
We are sorry by the way you were treated on the telephone and that felt your concerns were not addressed sufficientlyIt is our company's goal to provide the best customer service and make your moving experience as stress free as possibleAt times due to unforeseen circumstances moves don't go exactly as plannedHence, in the case of your move
We hope that by providing you with the information outlined above this explains and gives you a better understanding of your moving concerns
Sincerely,
Walter

Company's response below:From: [redacted]>Date: Mon, Jun 5, 2017 at 10:36 PMSubject: Customer Complaint: Case [redacted]To: [redacted]Hi this is the [redacted] of Wok N Roll. I'm replying on behalf of one of our [redacted] who recently had a problem with one of our customers....

The delivery guy told us his side of the story. He told us that it was busy that day (as I was not in town at the time) and that he had been waiting outside for a while for the [redacted] to come to get her food. This happened every single time he delivered there- each time, he had to wait about 15-20 minutes for them to come get their food. He also told us that when she finally came down, she didn't give him a tip. Again, this happened every time he delivered there. So naturally, this set him off. I do understand that comments were passed back and forth and I want to apologize for his behavior and any inconvience it may have caused. He doesn't work here anymore since we fired him after we heard what happened. Again, terribly sorry for the problem.