Our company has maintained an excellent reputation over it’s now 11+ years in business – we’ve done this by expecting the highest in moving standards and in integrity from ourselves (as owners) and our moving crew. We take pride in our work, our crew, and our company in providing our services. The above rating is an unfortunate rarity, and we appreciate your time in reading this rebuttal. Like they always say, there are two sides to every story. I’m hoping that if you took the time to read her comments, you will also take the time to read the other side of this story. This response is lengthy, but I feel it is all necessary information and it is extremely important to me to “set the record straight”. Unfortunately, my response posted here is more personal than I would prefer, but I feel this is the only way to protect my company’s reputation from some very unreasonable accusations. I need prospective clients to see where credibility does and does not lie. Here is the short version: My moving company did exactly what we promised to do, in less time than we promised to do it in, and for $300 less than we promised to do it for. Her move definitely presented some challenges: many large pieces (including large antiques and a full-size upright piano) all coming down a narrow flight of stairs with a tiny upper landing. I, my business partner and our crew have all experienced many challenging logistics – however – the client herself ended up as the most challenging part of the entire move. During the on-site estimate for this move, the client warned me that she didn’t deal well with the stress of moving. I had no idea just what that meant. Unfortunately, I do now. The crew on her move consisted of three experienced crew members and one owner: my business partner. The client stated on her Angie’s List review that the crew was “pleasant and professional”. My crew, however, did NOT have the same reaction to her as a client. Immediately after the completion of her move, my crew expressed to me that she was extremely disrespectful, condescending and distrustful of their abilities as movers – and that she was exceedingly overbearing by “micro-managing” the entire time. This can make even a seasoned mover nervous. She actually followed the crew into the truck a number of times to check on their truck loading abilities (which are great, by the way). Not only is this annoying, but it is clearly unsafe and presents significant liability risk to our company. In all honesty and fairness, I don’t know if our client realizes just how she is perceived when speaking with others and how condescending she can be. And during this entire process, if we communicated with her in a similar fashion, she was greatly offended. She clearly took it out on my company by way of this unfair assessment/review. I would like to address her ratings: Price – C rating: The total cost of her move came in nearly $300 below the mutually agreed estimated price, so I’m not sure why she thought we deserved a C rating for pricing. This was an exceptionally difficult move due to multiple reasons (some of which I will later elaborate on later) and my crew completed it safely and at an above average pace. Quality – D rating: My crew moved the entire contents of her very fully furnished 3 bedroom upstairs apartment which included a number of very large antique pieces and also her upright piano (Yes, she had a full size upright piano in a 2nd floor apartment, definitely something we don’t see very often for obvious reasons. This was also a particularly tricky stairwell with a very small landing at the top of the stairs). Her entire move was complete. On the crew’s way out after billing, our client noticed a small gouge on her desk chair leg as she was putting felt on the bottom. The crew is fairly certain that the damage was not new, but we agreed to go ahead and pay for the chair to be repaired. Even though there is a $150 deductible, which was in writing, All The Right Moves took the high road and waived her deductible. There was a delay to the repair which I will address shortly. She gives us a D for quality of work. I was actually very proud of my crew for having done such an exceptional job with the huge amount of added stress created by the customer. One of the most challenging things we deal with in this line of work is having an extremely agitated client constantly hovering over the crew just waiting for something to go wrong. Responsiveness – D rating : As for responsiveness, it did take nearly a month to get someone out to fix her chair. Here’s why: I first gave her the name and number of a furniture repair company - their name is Artcraft and they are an outstanding company and do fine work. You can still find their listing on Angie’s list. I hadn’t needed their services in quite some time and hadn’t realized that the owners had relocated to Tennessee towards the end of last year, thus closing their business in the Sarasota area. This left me searching for a reliable company to fill Artcraft’s place. Also, she wouldn’t allow us to take the chair with us, which made things more difficult. Normally we would take the chair to be repaired and then bring it back to the client when finished. Since we couldn’t do that, I had to find a company who had time in their schedule to do a house call, which added to the delay. The client was entirely unpleasant through this entire procedure and I would truly like to share some of the things that she said in her emails, but this is definitely not an appropriate place for that. Punctuality – C rating : I was punctual on my on-site estimate and the crew was on time the day of the move, so I’m not exactly clear on the C rating for punctuality unless she was addressing this at the chair repair again. ??? Professionalism – D rating : I pretty much gave my take on this entire review and our performance, but I feel I need to elaborate on some of the other comments she made on Angie’s list. ADDITIONAL COMMENTS: During the on-site estimate, I had given her the friendly advice to purchase felt for the feet of her furniture to protect the bamboo floors (she literally scolded me when I “mistakenly” referred to her bamboo floors as wood floors,) she was having installed in her new residence. I had suggested that we could flip the furniture as we came in to her new home and she could apply it then. To further save time and cost, I had also suggested that she could put felt on some of the lighter items such as chairs and end table, before the move. She then called me in the morning just prior to the move and “re-instructed” me on the VERY same items above - saying these suggestions just came from her flooring man. So (in accordance with her comments) I was “chatty” when I was trying to be helpful. And then I was later chastised for going “on and on” and saying “like I told you” when she was now telling me what I had already previously described would be helpful in protecting her flooring. As far as my business partner’s interaction with her, here is what he told me had happened during the move. Her very large antique china hutch didn’t have any obvious seams or screws attaching it together (and trust me - he’s seen a lot of china hutches). Although she informed him that it was brought up in one piece when asked, she said it was designed to come apart. One of the crew members had been working on it for about 15 minutes and still didn’t have it in two pieces. My business partner asked her when the last time was that she had actually seen it in two pieces, so that he could determine that it actually did separate and that he wasn’t wasting time. She seemed to be bothered that he was asking her this, and responded, “What difference does it make?!?” The screws were very well hidden, but the eventually figured out that the hutch did separate. Later in the day (just after billing the job), when she showed him the mark on the desk chair leg, he looked closely at it and truly believed that it did not occur that day. Bear in mind that this chair had been tucked under her desk for most of the time that she had probably owned it and sometimes people will not notice preexisting flaws on their furniture until move day. He asked her when was the last time she had seen that portion of the chair in undamaged condition. (The damage was on the front part of one of the front legs. That area of the chair is never seen during normal use.) Again, she became argumentative. As stated above, the chair was repaired with no cost to her. As for her comment “The owners of this company don’t work well with middle-aged women”. I don’t really even know where she’s coming from with that comment. We really do work well with just about anybody and everybody and you can read our other client’s comments to attest to this or look us up on the BBB. Again, our reputation is always our highest priority. We have maintained our excellent reputation (A+ rated with BBB) for many reasons: hiring excellent crew who truly care, operating our business with the highest integrity, and utilizing our knowledge and experience in the moving industry. Paid advertising (phone books, website…) only supply a small portion of our actual business (by the way, we pay NOTHING to Angie’s List). The bulk of our jobs are from referrals and repeat customers. We believe this says a lot about how we run our business. When neighbors and friends, realtors and colleagues share our name – this is the epitome of success, and we are very proud to be the owners of All The Right Moves. Thanks for taking the time to read our response. Owners/Operators: Patrick Kloiber and Fred Legere