Response from Triangle Moving Service Inc.
There occasionally are customers who will not be pleased no matter how much you do for them. In fact, after interacting with the wife of this couple by phone I informed our dispatcher that we would have trouble with her. In this case, the move and the Angie's list account are in the husbands name, but the business dealings for the most part and more than likely this review were produced by the wife. This job was booked through our Angie's list discount program with 3 men for 3 hours. After the move was booked, we received a call from the wife wanting us to send out a representative to reassure her that the job would only take 3 hours. I returned her phone call and explained to her that it is not economically feasible to send someone out for a 3 hour estimate, but that if she would send me a list of items to be moved I would produce an estimate from that. She sent the list and I made a weight estimate, from which I can produce a reasonable time estimate. I asked her if there would be more to be moved than was on the list and she said possibly so. I explained that if that be the case, the move would probably take longer than the estimate. I gave her a 5,500 pound weight estimate and a 5 hour time estimate. Our start time in her area is projected to be between 9 and 9:30 AM, and we do our best to arrive in our scheduled window. However, in this case we arrived at 9:50 due to unforeseeable events of that morning. Our crews always make a courtesy call when they are in transit to give a more accurate time estimate. In this case, the customer did not answer either phone we had listed for them. Once the crew started the wife left for a while. The crew was working hard and fast. They had just brought down and very large cumbersome piece from the second floor and stopped for a breather and a drink of water when the wife returned and demanded to know why the were not hustling. Her attitude was very disturbing and upset the crew., but they soldiered on. The wife left again and was not seen anymore, and the husband stayed with the crew, apparently quite satisfied with their performance. Of course, as expected there was more to me moved than what she had listed, and they had a fairly full truck. The job was completed in 6 hours, one hour more than the phone estimate. There were no damages. At the end of each move we ask the client to fill out a brief satisfaction survey. The husband filled it out with no complaints or input and tipped the crew $20.00 each. Then we received this review with a poor rating and virtually no critique telling us what she perceived as wrong.