On time, pleasant (although a little condescending when I showed concern over certain items) and fast but also so fast that they didn't listen carefully to all instructions and broke/ scratched a few things (nothing super important, thank goodness). What's worse is that they wouldn't own up to something they broke. Instead, trying to claim that it must have been broken before the move - definitely not! So we didn't even bother mentioning any else to them after that.
They were also annoyed about information I forgot to tell them about our new place but they didn't ask. They should probably have a standard set of questions if it's important to them. I was going to say it on the phone but he started speaking and the conversation went another way - not just my fault. So didn't appreciate the slight defensiveness/annoyance but if this sort of thing doesn't matter to you, they did work hard and efficiently and were mostly professional which I guess are the most important things in the end.
- Approximate cost of services:
- $1,000.00
- Company Response
Hi there,
Thank you for the detailed review. Your feedback is very important to us and we thank you for the time you took to write it.
Moving is stressful. We fully understand and appreciate this. Our goal on every move is to make the client feel 100% confident in our abilities and hopefully relieve at least some of the stress that they feel.
I do agree that there should be a standard set of questions that gets asked during an estimate and we do have one in place. Why this particular piece of information was not discussed, I can't say for certain. I do however take ownership for my part in it.
When we arrived at your new home and realized it was a third story walk-up, I immediately called for two additional men to help with the workload at a significantly discounted rate which resolved the issue.
I'm not sure how we may have appeared condescending or seem annoyed with you, but I can assure you that was never our intention and I apologize for it appearing so.
In regards to the broken item you mentioned, I do maintain my position that it was not something we caused and would appreciate your benefit of doubt.
We've built a reputation of honesty and integrity by actually acting honestly and doing the right thing. We have a damage free guarantee which we honor for our clients at all times. I would be undermining our company and its employees if I was to lie to you about something, which in this case, was a minor incident.
Nevertheless, I would be happy to discuss this in more detail with you, and perhaps find a way to leave you with a ten star experience.
Please give our office a call at your convenience.
Best regards,
Paul Davis
RoadRunners Moving & Storage