Unreasonable discount offered for substandard packing service
I am very disappointed in Premiere's unwillingness to compensate me fairly for a poor packing service & subsequent undue stress it caused me that they acknowledge.
The packers left out 2 kitchen drawers filled with utensils + packed half content of 6 drawer dresser + packed my personal belongings, including undergarments, after being told it was ok to leave it in dresser--this was humiliating to say the least + inappropriate packing practice of artwork--not following own practice of special care--found in box with other closet items + only packed 8 pictures/artwork of 19--remaining pictures were left for movers to pack next day + lack of proper labeling--had to push/move/lift boxes to figure out content which was difficult for me, a 68 year old woman with a heart condition+ obstructed kitchen passage with 2 heavy boxes that I had to push + missed content (equivalent of 2 boxes) in washroom that were left for movers to pack next day + one box left open & unlabeled + of the 2 identical suitcases only one was packed + out of 3 floor lamps only one light bulb was packed + handled packing of end table glass like a regular item--did not follow own practice of special care + next day movers had to put in extra time to pack that was left behind and they did a terrific job.
Even though I am pleased with the movers (Tommy and Paul), consummate professionals, Premiere changed my moving date by e-mail without prior discussion or explanation. The Coordinator assumed I would be ok with it.
After numerous communiqués and unsuccessful attempts at negotiating a lower fee, Premiere is only offering $100 discount as a goodwill measure. That came as a total shock and disappointment. This amount undermines the undue stress it caused and goes against Premiere’s mission statement which is a commitment to provide the highest level of service simply because their customers deserve the very best. I was reasonable in my request for ¼ of the actual price ($300).
- Approximate cost of services:
- $1,285.00
- Company Response
Thank you kindly for taking the time to bring your concerns to our attention, please accept our sincere apologies for the inconvenience and distress experienced in respect to your recent move. We pride ourselves on convenience and strong customer service, we recognize that the service you received during the pack portion of your relocation certainly did not reflect our standards. Once we were aware of the situation, our operations team quickly responded by working on a solution to ensure all services were completed to your satisfactory. Along with the cash discount, Premiere also promised to make improvements in our staffing and service levels. As a testament to our strive for perfection, we advised that we would be implementing new policies and produces in the hopes that we can prevent this issue from reoccurring in the future. Again, thank you for your time and we wish you all the best in your new home.