Response from Brookline Moving Co
[Member Name Removed], Thank you for business and your review. Both are truly appreciated. Let me start by saying our goal was to leave you completely satisfied with our services. If we did not do so, I apologize and am willing to work with until you are. However, I am slightly confused by your review. The grades and comments do not seem to align with each other. Nor does my personal experience of having been present during your relocation seem to align with the comments. Please know, I have found this confusion to be common in reviews that are “transcribed from a telephone interview” as yours was. In a grading system where I believe an "A" = excellent service, "B" = above average service and "C" = average service, we constantly strive to earn only "A"'s from all of our customers. I regret that we were not successful in doing such when handling your relocation. “A”’s are the goal, but your overall rating of “B” is a reminder that there is always room for improvement. This is truly evident in your “C” rating of our quality. An average rating is disappointing to receive; being only average is just not acceptable to me or anyone at our company. Please let me apologize for having provided services that you would grade only as average. In addition, I notice that next to “Hire Again: “ it says “No”. Hopefully, you answered in the negative because you are not planning to relocate rather than you are not willing to utilize our services again. As for your comments, you state: “They were not so good. It took them along time to do the move and they could not even bring up some items where we wanted them so they were nice but not so good.” I am hoping and assuming that something got lost in the translation when “transcribed from a telephone interview”. Your comment states “not so good”, which is your prerogative if you truly feel this way. But, I was surprised to read this as both you and your husband expressed such satisfaction to me personally upon completion of the services. Your comment also states “took a long time”. I concur. But it only took the time necessary to safely deliver your property within your home while protecting the property and home from damage. I and the other men present worked non-stop from beginning to end. Also, this job was billed hourly, and the bill for services included all the time it took and you gave us an “A” grade regarding price. Your comment further states “they could not even bring up some items where we wanted them”. I do recall, when arriving at the destination address, initially stating that some items may not fit or would be challenging due to the low overhead and generally limiting egress of the first interior staircase. However, from memory, I thought all items made this turn. Maybe something didn’t fit up the third floor staircase due to the small landing at the foot of those stairs. I thought everything did. But, I do know this, if it was humanly possible, we delivered everything exactly where you wanted it. If something didn’t fit somewhere, due to the item’s overall girth or the limitations of egress, although possibly upsetting to you, it would not be our fault. We are only movers, albeit very skilled and knowledgeable, we are not magicians. Before leaving your new home, we walked room by room with you, your husband or both and verified exact placement of all furniture, boxes, etc. to your satisfaction. Finally, your comment states” they were nice but not so good.” I can attest to the “nice”, but I must respectfully disagree with the “not so good”. Hopefully, you are satisfied with our services and the confusion I have is all only a result of your review having been “transcribed from a telephone interview”. Again, let me stress, our goal was to leave you completely satisfied with our services. If we did not do so, for any reason at all, I apologize and am willing to work with until you are. Please know that in any event, your review will have a positive effect on our company. We will use it as motivation in our quest for continuous improvement. Should you ever need assistance with relocation services in the future, do not hesitate to contact us. If you do “Hire Again“, we will do everything possible to provide you with services that you will believe are worthy of an “A” grade for excellent service. Thanks again for both your business and your review.