Worst customer service ever for repeat clients - Updated
We've used this company a few times these last years, but the quality of service received on this last occasion was absolutely deplorable! Needless to say that we will never use these guys again and hope others know that this company does NOT stand behind what they advertise!
Our quote and agreed arrangement was for 2 paid movers, but on the morning of our move, at 8:30AM, which is when they are supposed to show up, the movers called me to say that they were running late because they are picking up an extra mover on the way; we were basically forced to accept this and accept the cost difference even though this is not was originally agreed upon.
Theoretically, having an extra person would have made things faster and easier, but this did not appear to be the case, as each worker literally moved 1-2 box at the time by hand (minimal use of dolly to expedite things), and one of them broke our 40" 4k computer monitor. In addition, the building caretaker had to give the movers warnings about not blocking the hallway, accidentally setting off the sprinklers because of the way they piled things in front of the elevators. I should clarify that during this particular move, the majority of the furniture is staying/are NOT being moved, the distance is in the range of ~10 min. of drive, and hence the <$1k grand total cost.
What really culminated our anger is the poor customer service after the move to deal with compensation for the broken monitor. At first we were told the insurance would cover the cost of monitor. But once we initiated the process and supplied the receipt, we had to make multiple attempts through calls and emails to get the person dealing with us to give us an update. And finally, when we were able to get a hold that person, we were told that WE had to pay a deductible and would only be refunded for the difference. I am sorry, but when you break someone's property, especially if it's entirely your fault, how is it fair to ask the customer to pay for part of your mistake??? We spoke to a manager after this who tried to blame us for not reading any of fine prints (which, if true, we were NEVER told about nor ever supplied to us in any written form to this day) and who even ACCUSED US OF BADLY PLACING THE MONITOR AND THUS MAKING IT EASIER TO KNOCK OVER. You know what: if we were really such inconsiderate customers to be blamed for, we would not have already wrapped our monitor in bubble wrap specifically designed for electronics before your crew arrived and point it out to your crew on various occasion so that they can take note of it.
Bottom line: asking a customer to pay for any part of your mistake is not cool, and neither is altering any initial compensation just because you discovered the item you broke costs more than you had thought, but most importantly, accusing the customer for causing your crew's careless mistake is simply unprofessional and shameful to say the least!
UPDATE: I am please to share that since my original posting manager Prabh promptly contacted me and we were able to resolve the issues to both parties' satisfaction. I appreciate Prabh's personal commitment to high standards of customer service and speedy conflict resolution.
- Approximate cost of services:
- $730.00
- Company Response
Hi Kristina,
Thank you for detailing your concerns from your most recent move with us. We do apologize that your move was not up to previous standards and hope we can address some of the misunderstandings.
We did accidentally send an extra mover due to a glitch in our software tagging your move as a 3 man job. Luckily 3 movers is cheaper per hour per mover and results in a faster and cheaper move (especially with such short drive time). This resulted in your move being more than $150 less than the estimated amount, however, all rate changes should be cleared with our customer ahead of time. We uncovered a system error during our investigation - so thank you for your feedback on this matter.
Regarding the arrival time, we do always give a 2 hour window to account for traffic or other issues on the day. Your arrival window was 8:30AM - 10:30AM. We apologize that the movers were not there at the exact start time of your window.
I am sorry to hear that you feel our insurance policy is not well explained. We do outline your insurance options in pre-move calls, emails and in the contract that you sign on the day of the move. Unfortunately, you did not decide to add additional insurance to your move so you were covered by the industry standard of $0.60/lb. When the item was damaged during your move we tried to help you out by offering to proceed as if you had paid for the additional insurance. Therefore you were reimbursed the amount for the item minus the deductible. If we had not helped you out in this way you would have been able to claim $3 for the item on the standard insurance policy.
I understand the process took around a week to resolve as we did try to have the screen repaired (a better option for you). I appreciate that you tried to call and email our customer service representative but lucky for them - they don't work the weekend! We will ensure they have this detailed in their email and voicemail so customers know in the future as we understand how frustrating no response is.
Unfortunately accidents do happen in moving as we are all human and can make mistakes - this is why we always want to make sure you have the right insurance coverage for your items. We feel we did our best to rectify a situation which could have been much worse if we had followed through with our standard insurance policy.
We'd be happy to honour the insurance policy offered during your move still, please feel free to reach me at prabh.heer@youmoveme.com
- Prabh, Sales Manager