You Move ME Denver

Initial Business Response / [redacted] (1000, 12, 2015/11/03) */ The case has already been addressed with the client and a resolution has been accomplished Attached you will find email correspondence between client, Customer Experience Coordinator for our Franchise, and Operations Manager from Denver Franchise, all showing the resolution/reimbursement amount offered, annotating each area of client's complaint, and client providing clear and concise agreement to move forward with the proposal From her initial claim, Client was provided a clear explanation for all amounts being reimbursed and initially refused the proposal, simply "counter offering" with a higher amount, without providing explanation as to how she calculated the amountClient's complaint about being overcharged for boxes/supplies has been settled by refunding her the cost of supplies used during her Pack dayClient was not charged for any used boxes, as she initially stated, and was only charged for actual supplies used on this day, as is protocol for any packing job we conductThis is clearly explained during the signing of our contract prior to starting any job, and her signed contract has been attached to this case file for considerationClient was also given a reimbursement of discounting the hourly rate to complete her Move on the next day, as she made mention of potential lack of productivity for move dayClient was also offered reimbursement for incidental damages to some of her belongings, which was calculated at the Contractual Obligation of $0.60/lb reimbursement (which was also clearly stated in the contract she signed prior to starting the move) Upon further discussion and clarification, Client accepted the proposed reimbursement amount and agreed to remove social media reviews and provide a release for further claims against this franchiseThis is clearly annotated in the email correspondence provided with this case fileThe refunded amount has already been processed to the client, and client has since removed her post to social media We have expressed our gratitude to the client for giving us a chance to rectify this issue and have since thanked her for allowing us the opportunity to work with her in successfully closing the matter Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They settled with us I requested the complaint be deleted yesterday

Initial Business Response /* (1000, 12, 2015/11/03) */
The case has already been addressed with the client and a resolution has been accomplished.
Attached you will find email correspondence between client, Customer Experience Coordinator for our Franchise, and Operations Manager from Denver...

Franchise, all showing the resolution/reimbursement amount offered, annotating each area of client's complaint, and client providing clear and concise agreement to move forward with the proposal.
From her initial claim, Client was provided a clear explanation for all amounts being reimbursed and initially refused the proposal, simply "counter offering" with a higher amount, without providing explanation as to how she calculated the amount. Client's complaint about being overcharged for boxes/supplies has been settled by refunding her the cost of supplies used during her Pack day. Client was not charged for any used boxes, as she initially stated, and was only charged for actual supplies used on this day, as is protocol for any packing job we conduct. This is clearly explained during the signing of our contract prior to starting any job, and her signed contract has been attached to this case file for consideration. Client was also given a reimbursement of discounting the hourly rate to complete her Move on the next day, as she made mention of potential lack of productivity for move day. Client was also offered reimbursement for incidental damages to some of her belongings, which was calculated at the Contractual Obligation of $0.60/lb reimbursement (which was also clearly stated in the contract she signed prior to starting the move).

Upon further discussion and clarification, Client accepted the proposed reimbursement amount and agreed to remove social media reviews and provide a release for further claims against this franchise. This is clearly annotated in the email correspondence provided with this case file. The refunded amount has already been processed to the client, and client has since removed her post to social media.
We have expressed our gratitude to the client for giving us a chance to rectify this issue and have since thanked her for allowing us the opportunity to work with her in successfully closing the matter.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They settled with us
I requested the complaint be deleted yesterday