This customer was told in advance of the move, that the assigned truck had mechanical problems and as a result, we quickly substituted a U-Haul truck so that we could ensure his move was carried out as plan. This was a loss ICM obviously had to absorb and no costs were passed to customer.
Complaint#2: The customer refused to pay for the mattress bags and wanted them for free. He was told in full that it was likely his mattresses could be soiled without the bags, but he refused to purchase them. We always do our best to ensure all walkways are cleared and covered, but some dirt did get on his mattresses. As a professional courtesy, we cleaned all 3 mattresses.
Complaint #3: the office desk was already disassembled when we got there and we just moved the pieces of wood and their accompanying screws and doles.
Complaint #4: as the customer states, the art work was not broken or scratched.
Complaint #5. The 10 year old high end may tag washer did get a scratch on the side only because the laundry room had been renovated and the new door way was too small we had to squeeze it trough. Again, we warned him that due to the state of the new laundry room and the small, non-standard sized door, damages were likely. He wanted the machine moved, so we did our best and we did minimize any damage to his machine. We did not observe any dents on the machine, but we did pay him $100 after the move to compensate for the scratch.
Complaint #6: the original arrangements called for a 24 ft moving truck we rented a 26 ft u-haul truck. We discussed all the arrangement prior to the move and due to the amount of stuff he had, a 2nd load was required. It is unreasonable to expect that for free.
Complaint #7: as required by law, after every four hours, every worker is entitled to a break and the movers took a brief break between the moves.
Complaint #8. not true. There was sufficient and professional equipment available to my employees.
Complaint #9: We carry sufficient tools for the average moving job. His equipment required specialized tools, which he provided. We used them and professionally moved his belongings.
Complaint #10: winter tires are usually stored in plastic bags, not in my moving blankets.
Complaint #11. I have a zero tolerance when it comes to drinking on the job but i can't control what employees do on their own time.
Complaint #12. We did not steal his custom window coverings.
To summarize: we investigated all this customers concerns and we feel that they were all dealt with fairly. We professionally cleaned his soiled mattresses (although he could have taken the preventative step of purchasing the mattress covers); we paid him $100 for the scratch on his washing machine; and given the conditions (over 40 degrees Celsius that day), we moved him quickly, courteously and professionally.
I considered that we had resolved all the issues that concerned this customer. If he wishes to contact me, I would be happy to discuss his issues further.