SRobert
Georgia,#2UPDATE Employee ..inside information
Fri, January 17, 2014
I work in the operations side and claims department at the company Wirks Moving and Storage and have full knowledge of what actually happened with this customer and everything we did to resolve their complaints.
It is true that we told the customer we would have a 3rd party expert dis-assemble and re-assemble their weight machine but the 3rd party expert ended up cancelling on us at the last minute and we were left with little options, so we pushed on and had one of our crew hands that was a veteran in the moving business dis-assemble the weight machine which was done with ease. Now, we did get the 3rd party experts to come out at a later date and re-assemble it. We know this was an inconvenience but it was a bit out of our control and we still made sure to have a 3rd party specialist come out and re-assemble it which is actually the hardest part of the process.
Unfortunately there were some scratches made to their hardwood floors and a banister that got knocked loose but we paid to have these damages fixed and they were fixed. Accidents do happen in this industry, every moving company will tell you it’s inevitable, but it’s how a moving company handles these accidents that makes them a professional and stand up business. And that’s what we strive to be every day.
We understand some customers are not familiar with all the different moving techniques used in the industry but we are a professional moving company and implement professional, tried and true moving techniques that lower the chances of any damages occurring on a move, even though they might not make sense to some people. It was a shame we misplaced the cabinet pulls after we removed them but once again we wanted to make things right so we reimbursed the customer the cost to replace the pulls and we even waived the deductible to pay for them. We turned to the customer to help us find replacement pulls because, in this instance, it made a lot more sense to have them locate the items that needed to be replaced since it would have been easier for them to identify the matching pulls and better allow them to get exactly what they wanted.