Moving On UP
Hollywood,#2REBUTTAL Owner of company
Wed, February 15, 2012
The information provided here is misleading and it not the truth of what happened. On November 16 we were ordered to pick up this customers furniture to bring it to our stoarage facility for undisclosed time. The price the customer received was based on flexibility on delivery. There was never a guaranteed or time frame for the delivery. The customer didnt know when she would like her items to be delivered. On January 17 we received an email requesting delivery from January 24th and on and it was very clear from the customers email that she was aware that there was no guaranteed delivery date even though she was requesting a weekend delivery. Furthermore this customer received a prorated discount for storage which we dont do with most customers saving her over $100. We answer all customers calls, our office hours are from 9am-6pm but we still answers calls 7 days a week 24 hours a day. Upon getting close to her delivery, we had notified the customer and asked her to please be available upon the arrival of the movers. She claimed that she would be out of town and will be able to receive delivery. After several conversations which she claims that there is no one she can have there. To my best of my knowledge I remember her having her father meet with the movers on the day of delivery.
Upon arrival, close to the location the driver learns that there is no access for a tractor trailer and will need a small truck (what we call a shuttle). We waived that $300 charge for her out of courtesy. Normally where there is no truck access there is a charge for the usage of a shuttle to help with the transitioning of the items. The customer refused to pay so we paid for the shuttle and for the labor. The customer is complaining that she was sleeping on the floor because she did not have her furniture; however her items were stored in storage for two months while we waited to hear from the customer to make arrangements for delivery and we never felt the sense of urgency. We do our best to meet all of the needs of our customers at all times. Moving from one side of the country to another sometimes runs small implications and we did our best. We apologize for all the inconvenience that this has caused this customer.