Moving and pakcing/unpakcing service
- Company Response
When this customer called to book with our company it was originally a move only. A short while after the booking she had requested a pack job aswell. The original quote was for moving only. Based with an over the phone estimation on a two bedroom the customer was quoted statistically 6-8 hours. When the customer had requested packing, we wanted to do it the day before the move, she declined and wanted it done in one day. We had also requested she use a 3 man crew and once again it was declined. When the call came into our company the morning of the move, we acted on the call and had arranged for packaging materials to be delivered promptly and a packer added to the job. At the time this was explained to the customer and she was happy with that, or so she expressed. Since the customer did not have to be out of the condo that day, we also gave her the option to move the next day which was also declined. When we are packing, we request that the customer or representative be at the job because some things may get overlooked therefore, we do not have issues if anything gets left behind. We were unaware that the customer would not be present the day of the move. The only thing to our knowledge that was not taken was the items in the fridge and freezer. The customer had requested these items not to be moved. Upon delivery of the items, the customer was telling the crew where to put the boxes. the residence the customer moved into was very small. Items had difficulty fitting in areas. We were requested to bring items through a back entrance which the customer did not have shovelled and wanted us to walk through a lot of snow to do so. Not very considerate might I add. As for unpacking, we do not offer this service since the majority of customer would like to wash their items before putting them away. There was never any talk of unpacking. The calls that came through our office were not very professional as well. At the end of the day, I told the husband that I know it wasn't great at the beginning since we came unprepared for the packaging, but I want to personally make sure that they are happy in the end. The hours charged for the move should've been 10 3/4 hours + 1/ hour travel. I charged the customer only 8 hours + cost of materials. On top of that I gave another discount. I asked the husband what he felt he should pay for the move his answer was $850.00, which I accepted. I thought by giving the customer such a large discount, I had at less compensated for the mishap. Overall, we accepted the mistake and tried to correct throughout to no avail. This is NOT the service we offer to our clients. This is the FIRST time this has ever happened. We are a small company and take alot of things personal. We always put our customers first. No one is perfect but we did try to rectify the problem.
