We're sorry your experience with us was not in line with your expectations. We pride ourselves not just on our high level of quality and service but also on our transparency and accountability. As with all our clients, you received and signed a written proposal outlining your job details and all associated rates, charges and minimums. Our sale team always ensures these details are outlined in conversation and reiterated clearly in a written proposal which includes an itemized inventory list of articles to be moved. I gather the amount to be moved was drastically reduced which is why your move took far less than our 4 hour minimum.
With respect to your oven, I do appreciate your frustration. I can't imagine opening and expensive piece of equipment for the first time only to find shattered glass. We take full responsibility for our actions and take pride in our commitment to address damages quickly and fairly. The photos you sent at our request show an oven wrapped up with installation parts fastened to it. The cardboard packaging was pulled away and contained custom formed foam on which the oven was resting. This was clearly original packaging from the manufacturer.
Our movers DID NOT PACK your oven (which was explained in our last email communication with you). The packaging was original from the manufacturer.
We are not perfect and accidents do happen. We take full accountability for damages caused (or likely caused) by our team.
Sadly, it happens that clients will try to take advantage of us and in order to be able to continue providing great service and value, we have processes in place to ensure claims are settled quickly and fairly.
We would be more than happy to share the photos and correspondence with any potential client if requested.
Sir, we wish you all the best in your new home.
- New Era Moving Services Team