Response from NorthStar Moving Company
Dear Angie’s List Member, My name is Lynn. I’m the representative you spoke with on the phone. I was incredibly surprised to read your review and very disheartened to realize the opinion you've formed about our company. I went back into our computer system to refresh my memory and this is what I found: On Friday, 4-25-14 at 9:47AM, you called the office asking for rates. I gave you our rates for 4 men and a truck. You did not make a moving reservation with us at this time. At 11:23AM on that same day, you called us back and I took your reservation for a move to take place on 5-6-2014. On this phone call, more details were added to the file. For example, you told me you had an upright piano that needed to be moved. Obviously, while we were speaking, a misunderstanding of some kind took place. I would not have made a reservation for you unless I genuinely thought you were moving with us. There is nothing to be gained on our part from scheduling you for a move that you did not request. Where is the value in this supposed strategy of ours? To spend time, diesel, payroll and other expenses to send a truck to your house only to have you send us away, as any reasonable client who did not reserve with us would? The motive you are attributing to us simply makes no sense. I am not saying you are being untruthful. This is obviously your perspective of what happened and you have nothing to gain by falsifying facts. I’m just asking for you to please understand that we, too, have nothing to gain by intentionally reserving a move for you that you had not requested. At the end of the day, reserving your move date was not a “tactic” as you are claiming. I understand that you are upset, but I don’t believe an easily corrected misunderstanding warrants the level of anger you have displayed in this review. This situation is as simple as A, B, C: A. We called you to confirm your move. B. You told us that you did not reserve a move with us. C. We apologized and immediately canceled the reservation during that same phone call. It is that simple. There was no cost to you, but we likely lost business because we had kept a spot on our schedule reserved for your move. We are a very busy company that serves thousands of satisfied clients every year. We do not need to trick customers into choosing our services. I hope that this explanation changes your mind about our intentions, but regardless, I wish you nothing but the best. Yours very truly, Lynn Ben Shimon Client Loyalty Team