The broken glass on this truck was unfortunately the result of the previous customer putting glass in the truck himself while attempting to help the crew. We discovered it after the fact. We NEVER knowingly accept unboxed glass for this very reason. ALL glass, electronics, and breakable items must be boxed. In regards to the charges, you were billed from 4:55 to 8:06, which is 11 minutes over the hour. As a policy, we 'donate" 5 minutes and then start charging for the next billing period after that time. As the contract stated and as we explained before payment, partial billing applies, AND we reduced the rate on a SAME DAY MOVE to help you. Our apologies for the broken glass again. We had 9 locations yesterday and worked 14 hours on all crews unfortunately, which caused us not to be able to properly clean trucks after each move, which is what we normally do. Please call us in regards to any concerns and cleaning costs in reference to the sofa. 678-920-4828
This customer is correct in ONLY one fact, WE DID NOT WANT HER JOB. She twisted the facts of the call to make it look like "she didn't hire" but the fact is we told her that we do not and cannot accept NAKED UNPROTECTED ITEMS and have them be covered under our insurance policy. This is a REGULATED industry. We don't make the rules...we just follow them. And contrary to her belief, furniture ARE NOT appropriate for ANYTHING but WOOD, LEATHER and other soft materials. Our requirements are the SAME as UPS, the Posrt Office and ANY license carrier. It doesn't matter who did it the wrong way or how many times because it is not covered by insurance if it isn't properly protected. TV's have to be in the manufacturer's box or an equivalent shipping container. You DO NOT wrap a flat panel tv in anything! Artwork and glass must be boxed, not wrapped in cloth. The Regulations clearly stat this here: GEORGIA PUBLIC SERVICE COMMISSION GPSC MF/HHG NO. 2 SECTION I RULES & REGULATIONS GOVERNING THIS TARIFF "Carrier not Obligated to Accept (i) Tender for shipment of an article not protected by packing, crating, wrapping, or servicing, does not obligate the carrier to accept an article so offered for transportation when such protection is reasonably necessary for the safe transportation of the articles." Fragile articles such as show cases, wall cases, canoes, works of art, scenery, lighting fixtures, linoleums, statuary, marble slabs, mirrors, glass tops, pictures, paintings, models, antiques, and other similar articles which are easily broken or damaged, or articles upholstered or covered with material or fabric of a delicate nature or color, or other articles with delicate finishes which are easily soiled, torn, or damages, must be fully protected by boxing, crating THIS IS WHAT IS REQUIRED. Once this customer stated that "I don't want to pay for all that!" The conversation was over and we politely told her to find someone else because we would not accept the job.
All charges related to a move are listed in the reservation. As part of the reservation process, a copy is sent to the customer before the call ends. In this case, the reservation WAS sent to the customer correctly. We always ask each customer to review it before they hang up and we call to confirm the job the day before the move. The charge was listed and the customer was informed. ALL moving companies are authorized by the State of Georgia to charge up to 1 additional hour for truck preparation, driving to the location to start the job, returning to the office after the job, and clearing any trash and equipment off the truck. Most of the larger companies charge the full hour. Drivers have to be paid to drive a company vehicle and fuel costs are expensive. "We have no need to rip off customers, especially not for "$20." But most importantly, this industry is regulated by the State of Georgia and Department of Transportation. Everything we do is within the rules and regulations set forth for moving companies. Even the rates are governed by law for household goods moving. Some customers may get the wrong impression when we are in the process of explaining how things work. Which is understandable due to the fact that they get different stories from bootleg movers and individuals offering to perform services for half price. But there is only one way that licensed, regulated moving works, not numerous ways. And frustratingly, not everyone listens or even cares to hear the process. However, we are required by law to explain everything that we explain to each customer. Apparently, not many services are explaining anything and are just intent on booking the job. If a customer can afford a "real" moving company, there usually is no better choice than us. And most customers who can afford us and use us, never use anyone else.
It seems that there was a misunderstanding regarding what you heard. As part of the booking process, we explain our tip policy to all customers. And as we stated on the phone with you that most customers tip and it is acceptable to tip and that we recommend that you give each person their money individually if you decide to do so. We also explained that tipping is not a requirement. Most a stab Lish mints in the service Industry are requiring that customers tip these days. Even waffle house requires a Mandan Tory tip for carry out orders and most restaurants and other types of service providers and it in even if you do not know it. We did not in anyway intend for you to be offended or for you to get the misunderstanding that tips are mandatory because they are not. But we simply explained our policy and we also tell customers they can tip on their credit cards or they can tip in cash.we provide this information as a guy in order to assist you with budgeting your move and some people are simply too embarrassed to ask about the tip policy so we simply explain it for them as part of the scheduling process. But once again we apologize for me any misunderstanding.
Mr. Hart was a good customer, but mistaken in stating that we were late. He called for services on the night before he needed to move. We explained that we did not have any morning availability and that he would be a second customer for one of our moving crews and we could get to him after the first customer is finished. We explained that we may have a crew available around 2pm, but that moving jobs continue until finished and everyone has to wait their turn. He scheduled with this understanding. Well, Sat is the busiest day of the week for moving AND it rained. So that delayed jobs from finishing early because the law does not allow us to force employees to execute moving jobs in the rain. We kept in contact with him during the entire process. Also, we had to travel over 40 miles from the Dunwoody job to Fayetteville and traffic was at a stand still because of a few hundred thousand extra people going to downtown and Midtown for Gay Pride weekend. Regardless, we would not have been able to pack the contents of an entire 3 bedroom house and load and unload a truck all in a few hours on the same day, which is what Mr. Hart wanted. Expectations have to be reasonable to began with and we did the best that could be done under the circumstances.
Ashley Newman has one legitimate complaint: There was an assembly problem with her bed and it needed to be addressed. However, her schedule and ours conflicted and when we were available to address the issue, she was at work. We attempted to come out today and she replied "Just fuck it..I'll do it myself." She further stated that she works 5 days a week and commutes 2 hours everyday and that she didn't want to waste her weekend time on us. At this point, she hung up. Now, let's address the untruthful part of her complaint. First, she called at the last minute ad requested ASAP service. The busiest time of year in the moving industry is right before July 4th and right after, and always the end of the month. Her move was scheduled for June 29 at the last minute. This is the WORST time to move.and no one wants to wait on the customer in front of them. We received numerous calls from customers who tried to hire help from Craigslist but no one showed up and we fit them in at the last minute. As we tell ALL customers, we DO NOT have appointment times, but we have appointment ranges. Four separate moving crews leave the office in the morning and go from customer to customer. The first customer has a 1 hour window and everyone after that has a 3 hour window or 4 hour window to arrive during the busiest moving periods, As we stated to her and ALL customers, we DO NOT guarantee that we will arrive at a certain time and if we fit you into the schedule, we do not guarantee anything but service on that day. We were not late for her job. Second, Ms. Newman NEVER received a binding estimate of 2.5 hours for her move. We have no way of knowing how long a move will take and state regulations (D.O.T. & Department of Public Safety) REQUIRE hourly billing for LOCAL moves. As a practice, we tell ALL customers that your move time is determined by the circumstances more than the content. In her case, she moved from a location with an elevator to a Buckhead highrise with an elevator. . NO BREAKS were taken by her moving crew and she had Kenny and Donnelle, two of our fastest people. However, long hallways, slow, small elevators and everyone trying to move at the same time is NEVER good and that's what we encountered here. We completed over 60 relocations in less than 3 weeks and these men worked 20 days straight without a day off, working 12 hours daily on some occasions. At the conclusion of Ms. Newmans move, she was asked if everything was fine and she stated that it was good. The crew then left. We sincerely regret that she was dissatisfied with service because we take pride in providing the best service in Atlanta. However, when we attempt to correct the matter and you are TOO BUSY or tell us "Just FUCK IT! " what are we expected to do?????
We new we had a problem from the very first conversation here, so lets get into the details. We have a non-English speaking customer who only wants to spend $100 and wants "immediate" same day service and does not want to wait. We do not have translators and when our lines are full of customers waiting on the phone, if you cannot understand English, we will not have everyone on hold because you don't understand. So YES, we did tell you that we had lines on hold and did end the call AFTER repeating for the 3RD time the exact same thing! "Vish" is a foreign customer who apparently did not understand what we told him. More importantly, this was a very busy Friday afternoon and the moving crew for his job is trying to work as quickly as possible to finish with the previous customer so they can get to him. And to address his misstatement of fact that we "promised" him a specific time, that is totally false. We NEVER promise a time to any customer and that was explained to him repeatedly. If you are the 1st customer, the arrival window is 1 hour. If you are requesting afternoon service, you have a 3 hour window for arrival and the crew calls you when they are heading your way. Vish requested afternoon around 1pm. We explained to him REPEATEDLY that previous customers has to be serviced first. We OFFERED him a morning appointment but he declined. If you call at the last minute and request SAME DAY SERVICE on a FRIDAY AFTERNOON in Atlanta, you wait your turn. His SOLE COMPLAINT is that he did not want to wait his turn, which is very inconsiderate of the customer in front of him. Our policy is the same as Comcast, At&t and ALL service providers. (At&t has 12 hour appts. Atlanta GAS has 24 hr appts.) We do not have employees sit around off the clock to wait for someone to call for a job. Moving crews leave our office in the morning and go from job to job. If you call at last minute, wait your turn and we will be there as soon as we can get there. We explained this over and over and over, but Vish couldn't seem to understand. Anyone who drives on a regular basis in Atlanta knows what Friday is like on the highway. We did EVERYTHING that we could have done to satisfy this customer, but his expectations were totally unrealistic. Additionally, we did him a HUGE favor by accepting a $100 moving job. The customer behind him was the Sparks Family, (The family of an ex professional boxer who spent over $20,000 with us in the last 2 years moving several homes out of state) and they waited patiently. Needless to say, Vish conceded that service was good but he did not not like to wait. He declined an earlier time, so we had an obligation to the customer before him to complete their job first. In regards to his in ability to comprehend basic English, you cannot do business if you cannot understand the language. If we were in his country and didnt speak the language, I seriously doubt if they would try to explain as many times as we did what the terms and conditions of the job were.