The test of how well management responds to an issue and complain can tell a lot about how a company and its commitment to service. The management team of You Move Me showed me that they are committed to keeping clients (and in my case – someone who wanted to be a client but did not get a chance to be) happy. The situation started when I tried to book a move with You Move Me. Between a glowing recommendation from my brother, and their clever marketing (free moving box on the door step) I tried to book a consultation walk through. After a bit of back and forth trying to figure out a good time to do the walk through. I did not hear anything from the YMM team. Knowing we all forget things, I tried to call them back – things progressed – and then radio silence again. At this point the move date was approaching, and I couldn’t afford to wait any longer and picked another moving company (Oh and what a disaster that was). Not happy about the way things were handled by YMM, I decided to get in touch with the management team to at least inform them of what happened, and how for a company (and its sister companies) that pride themselves on customer service, this one was lacking. The owner, Kelly was straight up apologetic. He indicated that there were some internal issues and that they dropped the ball on this and they really wanted to make it up. My concern was just to let him know what happened and hopefully it won’t happen to other customers. If a short email can help a small company fix issues then I feel like I have done my part. Kelly was on the ball indicating how he would make sure that issues like this don’t happen again. At the end of the day it’s all about communication – either from the staff, or in this case, the owner. When the staff fell down, the owners stepped up and helped remedy what was going to be a negative experience. Unfortunately, I did not use YMM for my move. Would I use them next time? I would definitely give them another shot, they treated someone who wasnt even a customer with great customer service. However, with all the drama with my recent move (and the staggering home prices in Toronto) – I think I may be staying just where I am!
- Approximate cost of services:
- $0.00
- Company Response
Hello I&S - my name is Ashton, I am one of the owners of You Move Me Toronto and am incredibly dismayed after reading about your experience with my Team. Our goal is to be the Customer Experience leader within the local moving space, and we clearly failed here. If you don't mind, I will reach out to you today to see how I may be able to help at this juncture. Thanks for taking the time to share.