JMR Express
Lasalle,#2UPDATE Employee
Tue, July 31, 2012
Greetings,
My name is Julie Roy, General Manager for JMR Express. I take personal responsibility for ensuring customer satisfaction for our moving clients.
In our 40 year history as a company, we have had very few cases of dissatisfied customers and we have always done our very best to correct any problems that have arisen.
We have just registered with Ripoff Report today (July 31, 2012) and would like to address this posting.
Unfortunately, since this report is over 4 years old, I am not able to locate this customer in our records. Consequently I am unable to dispute the customer's allegations or to confirm them.
In the absence of that context I will try to address the concerns in a general manner. If the customer is able to see this and would like to follow up further, I would welcome the opportunity to investigate further.
In the meantime, I am deeply sorry for any stress and inconvenience experienced by the customer and I regret that there is any sense of having been wronged or badly treated.
Firstly, please know that our goal is the complete satisfaction of the customer and that we guarantee moving dates absolutely.
But please also be aware that the nature of the moving service leaves many variables which can cause delays (vehicle problems, traffic, end-of-month peak volume, customer availability, etc.) and for that reason we do not guarantee specific times on your moving day, only the day itself.
This can unfortunately lead to situations similar to that described by the customer, in that the vehicle and/or crew may not be available at the preferred time.
But they will still arrive that day - we guarantee it.
Secondly, the customer says that we failed to provide follow up communication on moving day and failed to provide satisfactory assurances that we would live up to our guarantee. For this I am very sorry. I understand that this must have caused them terrible concern and inconvenience, as well as aggravation and disappointment. Such problems are the opposite of the feelings we strive to engender and on that count, we obviously failed miserably. I apologize.
Thirdly, we absolutely commit to demonstrating professionalism, honesty and integrity in our business. For that reason, the allegations of theft and/or loss and failure to deliver belongings are abhorrent to me and I take them very seriously.
Our customers' belongings are as precious to us as our own and we take every precaution to guard them and protect them. Insurance can provide a safety net, but prevention of loss is our goal.
I can't understand why this customer feels that their claim was ignored and I would like to get to the bottom of it and to ensure that everything was resolved satisfactorily.
At this point I can only hope that, as the customer's report indicates, they finally found the missing items in the remaining boxes which they say they had not yet opened as of the time they wrote this report.
If not, I trust that they were able to process their claim successfully through the insurance we provided.
Lastly, I recognize that this response cannot address the real specifics of this particular customer's situation and I would like to reiterate that I would welcome the opportunity to ensure that their concerns and issues were resolved.
In that spirit, I invite the customer to contact me directly via our company contact info posted above.