Again, I am deeply sorry to hear you were not happy with the services you received from our staff/crews for your move back at the end of March, 2022 in London ON.
Your original complaint from April 2022 has been responded to on multiple occasions, on multiple platforms. Thank you for giving me the opportunity to address your concerns again.
You were originally booked with a 3 man crew. Unfortunately due to Covid, we had a staff shortage that day and you only received a 2 man crew which was reflected in the discounted hourly rate you received. In your original complaint you were not satisfied with only having 2 movers due to the size of your item list, which exceeded 35 + items. I am unsure of where the new count of 16 items came from?
Definitely a 3rd man would have been beneficial for your move. A full 1 bedroom apartment with 35 + items as well as boxes going from a walk-up to an apartment with an elevator can take time.
Again I apologize that you did not receive the red carpet service you deserved. To try and resolve the situation, at the end of your move hours were discounted off your final invoice for a total discount of $313.57. This was to compensate for the staffing issues that day.
As per the damage to your T.V.
You were sent your confirmation email prior to your move which also included our industry standard insurance. You were asked to thoroughly review this information including the insurance, as it was all imperative to your move. "Electronics are not covered under insurance unless in their original box", "Please have your electronics and musical instruments professionally prepared for moving beforehand." You also signed the damage waiver form on move day which also states this, which I sent you a copy via email.
Under the circumstances and the issues you had with your move we still then sent you another refund of $600.00 in the form of a cheque, which you cashed. As well as, we sent a crew out free of charge the following day to remove your old T.V.
You have had a total discount of $913.57. A few days later you emailed me stating that you demand another $500.00 or you were going to leave bad reviews on the BBB website and Google Reviews and contact the media. These threats started 4 months ago, and I am sorry we have not been able to come to a resolution with you, since then.
If you would like to contact me directly to discuss this further please reach out to our office. We are at your service and always strive for the best customer service we can provide.
Two Small Men with Big Hearts Moving London ON