This customer seems to have misunderstood many of the things communicated. When they first called or emailed, the rate of $2100 was given in regards to the average one bedroom apartment to Ottawa. This included no tax, no packing, etc, but this figure should not even be brought up because in his own words they state after giving us a list the price became $3000 + Packing + 13% HST.
So why bring up that figure, it is not relevant to your review at all, and the fact that the $2100 figure is brought up is actually misleading. The Customer also forgot to mention that they required a month of storage as well, which added additional costs.
The customer seemed to misunderstand that adding items increases the fuel surcharge as well not just the 0.60 - 0.70 you pay per pound more. Some charges stay the same such as scaling and pickup, but others such as the fuel also increase as you add items you wish to ship. And based on the customers writing you can conclude that they were already asking/preparing to add items. The customer also went to go see the truck being scaled both times but he is not going to bring that up because that makes us transparent which would make us look good. And with any customer I try to be as transparent as possible.
The Customer also says we didn’t respond to his emails. I responded to his emails the next day. I told the driver to get a hold of him. I am not the driver, but there are other shipments on the truck that need to be delivered. I can’t say for certain that the driver was as prompt as I was. I was told by the driver the next time he was close to the Ottawa area he would make arrangements to deliver the box and he did.
The customer says we damaged items, I don’t have a copy of the customer’s inventories, and our head office in Vancouver has them. They can contact them to file a claim. But I have seen the pictures of the damage. The damage described by the client is most likely not from moving but from everyday use. But they can still contact our head office and make a claim.
I will end my response by this; we never mislead this customer or any customer in our 30 years of business. This customer was given an initial quote and then another where they saw what charges stay the same and which fluctuate, before they went ahead with us. The claim that they were misled is completely fabricated. Had the customer been upfront with what they were actually moving, and what services they needed this whole ordeal could have been avoided.
One side was transparent, the other was not. One side has moved thousands of individuals over the years, and one has moved maybe a few times.