Given a window of 8:30 - 11:30. Didn't show up until 1 pm. Calls to "Cindy" went unanswered, and she doesn't bother to set up her vm. She called me at 2 pm, and went on to tell me that they need to set up there day to make sure they are not criss-crossing the city. That is fine, but once you make your plan why not contact your customer and let them know. Cindy doesn't care to hear any of this, that is their policy. She is not concerned with any of your problems. I think for the price, they could have someone answer the phone and update you on when they will be arriving. The movers acted professional and worked quickly once they arrived. But don't expect any customer service. They will get to you when they get to you. We have another piano at another location to move, and we certainly won't be calling CW Piano movers.
- Company Response
Thank you for your feedback. Firstly we would like to apologize for the inconvenience and disappointment that you experienced in dealing with our Customer Service Representative recently.
We assure you that your complaint and feedback will give the opportunity to remedy any problem that may exist and help to
improve our customer service further. CW Piano Movers is concerned with any and all issues that may be related to our business. Indeed, you are right to expect courteous, respectful, and professional staff.
During the scheduling of your piano disposal, we regret if there may have been any confusion in relaying our procedures.
We understand that in today’s world speed counts. Therefore, we offer our client a favored time frame. It is clearly noted that we cannot provide a time guarantee due to the nature of our business. Lastly, we inform the client that our piano moving crew will make contact one hour before arrival.
We aim to do our best in planning our routes, moving upwards of 10-12 pianos daily. Duration must include travel times, waiting times, loading, unloading, time-specifics, unforeseen circumstances, and staff breaks. Our objective is to minimize client inconvenience. So, on this occasion we have clearly not succeeded in meeting your expectations.
We believe that you deserve good value for your money. We also like to think we are priced competitively within the industry of specialized piano movers. We value your business and as a gesture of our appreciation for your beneficial feedback and any inconvenience to you, our valued client, we would like to extend a discount of 10% off your next piano move, and assure you that this will not happen again. We hope this will be acceptable to you.
Please contact me should you have any further cause for concern.