Extremely unprofessional - look to other moving companies. I had arranged to meet Impact Zone at 9:00 am Friday morning, and when I called their office at 10:00 am, the lady in the office had no idea the movers had not showed up at my place. As far as she knew, the moving crew was scheduled to be at my house at 9:00, and had no other work that morning. She was unable to locate them until 12:00 noon. The movers showed up at 12:30, and explained that they had called and left a voice mail explaining they would be late. I had not received a call, and had checked and responded to other voice messages after 9:00 pm the night previous. I was told to expect a 3 man crew. A 2 man crew with a young boy showed up at my house. I inquired if they would be willing to negotiate on price. Kim offered to take 15 minutes off the travel time, which I did not find satisfactory. He then offered his opinion that if I didn't want to have them move my belongings they would leave - at which point we bid each other good day.
- Approximate cost of services:
- $400.00
- What could this company do to improve their services?
- Communicate better - internally and with customers
- Any advice to offer fellow homeowners facing a similar project?
- Consider another moving company.
- Company Response
Rick was called on the evening of the 19th of May to explain we still had a full truck from our present day move and would have to unload in the morning. His Job consisted of a small 1 bedroom move to storage booked for 2 men. We arrived with 3 people for a couple of reasons. First to try and catch up on our schedule and second to allow my main hand to spend some time with his 14year old son since our worker had just been diagnosed with Cancer. We have used him on other jobs in the past when needed and he has a strong work ethic, and we do not charge extra for him helping and were not going to charge Rick.
There were a couple of errors in my dealing with the situation that I wish I could have corrected but cannot. I did not recharge my phone that evening due to arriving home late and forgetting to, the phone died on my the next morning. Also I did not inform my wife of us needing to still finish unloading our truck, and that Rick was called to notify him of this, or our estimated completion time. When we initially arrived at the customers there was no answer at his door. We proceeded to use a local pay phone to call our office to see if there was any communication with customer. My wife informed me that she had Rick on the phone and briefed me on situation, we told her to tell him we are around the corner and will head back to his house. We were greeted with a Rick standing in his doorway eating with a confrontational demeanor in a rude tone. I quickly apologized and explained that we did call the night prior to inform him, he flat out denied that we did. When asked if we could look to see what we have to load so we can just help him get his job done as fast as possible he stepped in front of our then open path to block us. After which he asked for a discount in which I did feel he deserved, but at same time with the greeting and him basically calling me a liar I would only give him 15 mins off the travel time. He was not happy with that and finally admitted he received the phone call the night prior but "it was irrelevant". I could tell whatever we did he would not be satisfied and would be subjecting us to abuse in which no one needs. I made the decision to remove ourselves from this situation as he probably had another company on its way and should have just told us to begin with.
I do feel badly that we were unable to help him and work out a solution as I take pride in our company providing a high standard of customer service. At this time I will be asking clientele that have used our word of mouth moving company through our many years (since 1995) to voice their own opinions on our firm and service. This includes but not limited to home builders, stagers, furniture stores and many home owners.
Kim