We hired Emerald Moving & Storage to move to our new home in April 2007. We called and made an appt for them to come to our house to do an assessment. We took the day off work to get this done but no one showed up from the company. We called the company and we were told that they had forgotten to book the appt and that was why no one had shown up. They made every effort to fit us in that same day and they did. When the rep came later that evening, he was very polite, courteous and apologetic. He did the assessment and scheduled our moving date. The movers were on time but very reserved. They got the job done within the allotted time.
- Company Response
Camille and Livan as I read it are taking issue with two details of the service our company provided for them. I will address both, but up front I want to state that in my opinion their heading; “Emerald Was Not A Gem†and their rating of 6.2 out of 10 are unduly harsh!
Regarding the In Home Consultation, we did not forget to book the appointment. An email was sent to Livan and the Moving consultant (myself) at 1:12 pm Monday, March 19, 2007 to confirm the details of the In Home Consultation appointment for 10:30am on Wednesday, March 28th 2007. I cannot recall the exact details of why I didn’t make the appointment on time. I do except full responsibility for failing to keep the appointment at the designated time. If memory serves me correctly I believe I made it to them at about 4pm. At this point I did indeed apologize for the delay. I also cannot offer an explanation as to why they didn’t receive a call indicating that I would be delayed. It is certainly our policy at Emerald Moving to keep our clients fully informed and up to date on everything that is going on in relation to their move regardless of which stage it is at.
However, had this delay in their appointment been a matter to take such exception to, they where quite at liberty to choose an alternative Moving Company since their proposed move date was one full month later and contrary to their comments I did not schedule their move date. A move date is proposed by the customer prior to the In Home Consultation, this however dose not constitute a firm reservation. Once the customer decides to move with our company they are required to make the reservation themselves with our operations department.
Regarding their comments about the move service itself, I am quite perplexed. I quote the email I sent to Livan on October 1st 2007 shortly after I had read their review; “Dear Camille and Livan, I was unhappy to find that you where not satisfied with the move service we provided for you earlier this year. At Emerald Moving & Storage Inc. our belief is that our success is dependent on the satisfaction of our customers and we work very hard to maintain the highest possible customer satisfaction rating. I would very much appreciate if you could elaborate on the review you posted on Homestars.ca. I admit that I am perplexed because I do not find anything in your comments that warrants the heading or the rating so I assume that you have not been very specific. I would very much like to address the specifics of your dissatisfaction. I look forward to hearing from you. With thanks, David McClean General Managerâ€.I did not receive a reply to this email. I have spoken to the crew supervisor about this and we are at a loss as to exactly what this means. I understand that the crew behaved normally throughout the move. Normal behaviour for an Emerald Moving & Storage crew means staying focused on the task at hand and behaving in a courteous, dignified and respectful manner. If this is what is being defined as ‘very reserved’ then there is no issue to address. I thank you for taking the time to review our response to Camille and Livan’s comments. We sincerely regret that their perception of their move experience was not positive and we remain open to further dialogue and clarification. I once again apologize for the problem with the In Home Consultation. However, we maintain that Camille and Livan received the same level of service on their move in all respects that every other customer receives and once again I would like to direct you to the many other overwhelmingly positive reviews by those customers. With thanks, David McClean