Soft Touch Moving & Storage
Bloomington,#2REBUTTAL Owner of company
Fri, August 12, 2011
Our first response to this compliant is that the customer did not allow us to resolve any concerns before she contacted this site. We are prepared to work with the customer on a resolution, but were not given the opportunity. The customers move was performed on Saturday July 30,2011; however, we were not contacted until several days later with her concerns. When the customer did call the office with her complaint we explained our written claims process, which she chose not to follow.
Regarding her arrival time, when a move is scheduled it is company policy that we give a window of time that creates some flexibility when our movers arrive at each site. Throughout the month of August, which is our highest volume time period, we often schedule several hours long arrival windows. Unfortunately, on this customers move day, we were running significantly behind. The customer was contacted and notified of our late arrival.
While the customer was given a phone estimate, no onsite visit to her apartment was requested by the customer. All customers are informed that a phone estimate is simply a good faith estimate and that
packing, loading and unloading times will vary if an inaccurate description of items was described by the customer during the phone estimate. We make it clear that we cannot be held to a time estimate because we have not seen what we are packing and moving. A customer has the freedom to dismiss the movers and pay for the time used at any point throughout the move if they feel it is taking too long for their budget or if they are dissatisfied for any reason.
It is important to note that all of the customers items were moved and no damage was reported. The
customer did not pay for any of the services rendered and stopped payment on her check to Soft Touch Moving. Indiana Tariff Law states that a claim cannot be processed unless the customer pays for services rendered.
We are prepared to work with this customer to reach a resolution and have informed the customer again about the claims process.