Thank you for your feedback. We always take responsibility if we make mistakes during the moving process, not to avoid bad reviews, but to fully make amends to our clients and maintain good relationships to be able to provide superior services in the future.
We do not avoid any customer. We replied to your original complaint via email back in July. Maybe you did not like our response, but we did definitely respond.
Lets start from the beginning... We are very transparent about our moving process. We discussed over the phone all the details with you upon booking, and then we sent you an email confirmation that included a written explanation of all of the details. On the moving day, before we started the job, you signed a contract (legal document) that contained all the details/terms that we agreed on upon booking.
During your move, when it came time to make the payment and the movers asked you to pay, you refused. You insisted that you will pay only at the end of your move. This goes against our policy that is stated in the email and contract, and that you agreed to up front (this is irrefutable because by signing the contract you are legally agreeing to our terms). Also, by our policy (indicated in the contract), if our movers are not obtaining payment as agreed they are not allowed to continue working. So they stopped working. At this point you were very emotional, rude, and aggressive. You called our office screaming and yelling (all of our calls are recorded and we do have a record of that). You demanded that we finish the job and only after you will pay the bill. When you understood that it was not going to work out on your terms, you started to ask for a discount because in your opinion our movers were too slow. You could not explain why you believed they were working slow. For example, did they take any extra breaks? did you see them sitting or on their phones or not working? You had no supporting evidence aside from your opinion that the move of your three bedroom townhouse took too long (8.5 hours to be exact). *Side note- that is an average expected time frame and not "too long"* We denied your discount, and you had to pay the bill so they could complete the job. We let you know that you could email us with any concerns and we would address it. After a couple days we received an email from you providing us with pictures of a your damaged TV. We took your complaint seriously and conducted a full investigation interviewing all the movers separately. All of them gave the same explanation, that when they arrived to your pick up location the TV was already packed in the original box. At the drop off location they did not unpack it out of the box. Also, your husband was helping with the move, in an attempt to speed it up. He was pressuring the movers to hurry, and handled items in a hastily and unprofessional manner (possible even your TV), as he is not a professional mover. On another review you posted you stated that our movers are paid $15/ hour, and damages are deducted from their pay cheques.. This is false. We have no workers earning $15/ hour. Secondly, it is none of your business what we pay our employees. Using your logic, it would have been more suitable for us to pay for your broken TV and deduct it from our movers. We do not work this way. We denied your complaint since you did not provide any evidence and your husband was involved in the moving process. All we saw was the fact that a TV was damaged. Unfortunately this is not enough proof to make a claim.

Hello Anne,

First off, we are very sorry for your bad experience. We strive to make every customer happy and content with their moving experience. Let’s start from the very beginning. When you first called to our office, our manager was the one who answered your call. It was end of the month, and a very busy time for all moving companies. You were so frustrated that you couldn’t find any company available to do the move for your daughter. Our manager was able to arrange your move by squeezing you into a very tight schedule. This was in order to help you and your situation. You were explained all the charges thoroughly over the phone. Transparency is one of our business mandates and we always communicate honest prices. At that time you were so happy, understanding, and appreciative. All of our phone calls are recorded for quality and training purposes, and for discrepancies in the future that require us to replay the recordings. Secondly, right after the conversation was done, you received a formal email confirmation with all the details and pricing that was provided to you -and by you ( such as the pick up address and drop off address). The day before your move, as a mandatory procedure, we need to receive your final confirmation from you, which our secretary is responsible for. When she calls to confirm she repeats back to you the moving date/ time/ locations/ and charges. This was completed successfully. On the day of the move, in the morning, as soon as the movers arrived to your pick up location, they were unable to start the job without you signing the contact ( where it again states all the charges that were discussed to over the phone/ and email). Once again, this was signed successfully without any hesitation from your end. The move was completed in 4 hours, which was done in a time efficient manner for your move. So far no problems, and everyone was happy. The problem began when after one month, when your storage was past due, and our secretary tried to give you a call and friendly reminder that the storage was past due and you have to pay your storage fee for the next month. You began to argue with her that it wasn’t understood that the payment was a monthly rate, you understood that the storage fee was for an indefinite amount of time (which does not exist in any storage facility)... from this argument you began screaming and yelling and swearing, verbally abusing our secretary. As a manager I could not accept this, that our worker who was just doing her job professionally and properly will be abused by a client. The phone line was disconnected as this form of conversation is unacceptable. The next time you called you requested to speak with the manager. She transferred you to the manager. The manager explained everything to you correctly, and where the understanding of payment was unclear. When the manager has requested that the overdue payment be paid by you, you started to complain that you don’t understand the managers accent. You asked to speak again with the secretary. You were transferred back to the secretary for your convenience, and she explained the exact same thing to you, but you still didn’t want to accept the payment that was due. At this point you started to complain that the move wasn’t satisfactory, that it took too long, that the drive time was in correct, and so on... As professional movers, we have all the tools and knowledge how to do our job properly. We have GPS tracking system on all our trucks and moves. So we can see every single step of the moving process (when the engine stops/ starts/ every turn/ the driving speed/etc). We sent you all the proof that our movers spent 2.5 hours at the pick up location (where they disassembled the furniture and wrapped your furniture professionally, and properly loaded the truck). We sent your proof of the driving route the movers took and time they spent on the delivery, which was one hour. You can see they didn’t stop anywhere or take a wrong route. It was a fair and honest delivery to our storage facility. They unloaded all of your items to the storage unit in only 30 minutes, which was incredibly fast. After all the facts were presented to you, you agreed to pay for the storage for one additional month and warned us that you will choose another company to move you out of our storage and will post everywhere bad reviews on the company. After this bad experience we took above and beyond measures in your move out process. We made sure before your movers arrived that every single of your items was wrapped and not damaged, and took photos of them as evidence. And here we are now, that you are accusing us of damaging your items. If you can prove even one point in all these accusations you have written against us where we were wrong, we are happy to give you a full refund. I hope here my accent doesn’t confuse you.

Best regards,
Eugene
High Level Movers