I judge a good company by how they handle issues..this was a Fail
They underestimated by 1.5 hours but worse they charged 25.00 x2 for Mattress bags which we didn't order nor request.The part that irked me the most is that the movers falsely said we were told there would be a charge...i was present when the mattress was being wrapped.
After speaking to the sales Manager who contacted the crew they admitted that they didn't tell us there would be a charge for the 2 bags and also acknowledged that in the contract i didn't order the bags.Additionally they charged us more for the truck than the contract stated.
The crew were efficient and friendly but didn't need to resort to false statements to pad the moving cost.
Management refused to reimburse me for the added costs which is all you need to know about the credibility and quality of management and ownership.
How can one trust a company that won't stand behind their contracts and further more won't rectify an obvious indiscretion to keep the customer happy..surely it would be better for future business to refund the 67.80 owed than risk their reputation..Well clearly that's not the case.As a self employed person i spend far more than that on advertising and wouldn't risk the bad reviews over such a tiny amount.
We were so nice to the crew; we gave them 6 bottles of water,donuts and bagels and this is how we are repaid for our kindness.
So as my title states; i fully understand that not always do things go perfectly.But i judge companies on how they handle adversity and if handled properly that's what makes them an excellent company...
I'm posting a followup to my earlier review.
After several calls,emails i finally received 60.00 back.
Companies should learn that how customers feel after a transaction is completed reflects in their satisfaction and opinion of the Company and whether they will refer others to that company..so leaving with a bad taste is not a recipe for success.
That said i will commend the company for finally realizing their error and that hopefully they can have a more transparent policy regarding extra charges that customers don't expect.
- Approximate cost of services:
- $1,150.00
- Company Response
Hello Amit,
We are a professional moving company and we always aim to provide only the highest quality moving services to all of our customers and we are sorry to hear about your negative experience with our company, but I would like to clarify some things first.1) The client is correct, the move longer by 1.5 hours. The reasoning for this is quite simple: The quote is an estimate, not a flat rate. Based on the item list provided by the client, we allowed for a shorter time estimate for the move. The item list provided was incorrect, and there was more furniture than expected. As a result, the move took longer.
2) As for the mattress bag. We did use the mattress bag to prevent the mattress from bed bugs during the move
3) The quote was given based on the item list you provided, which didn't include the boxes. If you have told us you had a lot of boxes the quote would be different.
4) Finally, we gave you a $60 discount for the final bill and a $100 discount for an upcoming move.Please accept our apologies for any inconvenience this situation might have caused you.
Please feel free to contact us if you’d like to discuss this issue further.Yours truly,
Hercules Moving Company.