Response from Triangle Moving Service Inc.
When we schedule a move with a customer, we provide a window for the arrival time. This customer was given a window between 9:00 and 9:30. The crew leader always calls with a more accurate arrival time just after dispatch. We cannot guarantee an exact arrival time because we cannot control traffic in the Triangle area. Our crew members must drive to the office and then the crew must drive to the job site. This crew had a start time of 9:45, 15 minutes later than the window given. It is an industry standard to charge one hour for travel and this is indicated in the offer on Angie’s list and on our confirmation. The customer is also informed at the time of booking that they will be responsible for any balance after we complete three hours of work. This customer wanted the crew to complete a nine hour job in three hours. This review is fraught with half-truths and mistruths. After the move began, the customer and her mother began trying to rush the movers. Apparently there was a sick child they wanted to take to the hospital and they wanted the crew to rush through the job. The mother suggested to one of the movers that he should carry a king headboard down the stairs by himself to the truck to save time. The mover declined; it would be a ridiculous thing to try. The customer had a two bedroom apartment with about 8-9000 lbs. (about 30% over normal) and a garage with 3-4000. This is an extraordinary amount for a two bedroom apartment. The customer’s narrative makes it sound like she provided a lot of help to the staff when in fact, all she did was move items from inside the 2nd floor apartment to outside in the hall. The movers took everything down the stairs. They used a mover’s pad as a sling to carry multiple boxes and expedite the process. Often when working local moves where the homes are in close proximity the crew will choose to make multiple trips rather than spend the extra time packing the truck full, even if the shipment could fit in one load. They do this to save the customer time and money. In this case, the movers realized it would not all fit so there was no need to make one large load and one small one. The customer complained to the crew leader about it and he explained it to her. The movers were not rude to the customer and her family, but she and her mother were rude to them and badgered them throughout the process. The boxes in the garage were old and decrepit. One of the movers was carrying a worn, overstuffed wardrobe carton. The carton burst as he was carrying it and put a scratch on the wall. At the end of the move the driver requested payment. The customer demanded to speak with the owner, but the owner was not available at the time (it was late Friday evening) so she was instructed to call Monday with any comments or issues. When the credit card was run there was inadvertently a 4 placed in front if the $520.00. It was done by mistake and not with malaise. It was refunded upon opening on Monday morning. This customer is out of her mind to think that we would defraud her credit card. The mother wrote a review giving us an F in every category. The mother was not our customer and on that basis we requested that the review be removed. Angie’s management agreed to do so as it was a non-qualified review. This customer had unrealistic expectations from the very beginning. Because the deal through Angie’s list was for three hours, they expected the job to be completed in three hours. When they saw that was not going to happen, they became antagonistic and hostile. Our crews consistently receive A ratings on Angie’s list due to their hard diligent and professional work, and this crew is no exception. This review is more of a reflection of the demeanor of its author than of our company.