Move from Toronto to Kitchener
The move went very well, it was easy to arrange and I was receiving quick replies to all my questions, the company was also open to accommodating some requests (like additional data on the invoice) and changes (hour of the move). The moving crew was mindful of our belongings and easy to communicate with. But there is room for improvement in the payment process: I was surprised that the only payment method for the initial deposit was credit card payment over phone. Reciting your credit card number over the phone isn't considered a safe practice in Europe (where I'm from), it just begs for a scam, and I think you should offer your clients an alternative. There was also an unexpected second obligatory deposit of 500 CAD that I wasn't informed about until last moments before the move (there was supposed to be only initial deposit for the 1st hour of the move, and then the rest of payment was to be made in cash after the move), this one also had to be with credit card over the phone. This left a bad impression on us because we were not prepared for this. It was explained to me that the fee is a newly introduced part of the process, that it is charged as a security measure, and that later this extra payment is cancelled and transaction takes place as previously agreed, and that I am only finding out about it so late, because it's a new element of the process. I understand this but it was extremely confusing, additionally, when I called my bank they told me that the payment actually went through, so for some time I was pretty sure I was charged double for the move. I had to call the bank several times until they finally verified that the extra 500 CAD was returned to my account. So I am just asking you to make sure to always inform your customers about such things in advance, and describe to them in detail what is exactly happening, leaving no room for such confusion - such surprises are not pleasant. * *Except for this slightly confusing payment process, everything was fine, and I would recommend this company, as they are communicative and do their job very well. I am only mentioning the above issues in hopes the process can be even further improved making the clients' experience even better
- Approximate cost of services:
- $950.00
- Company Response
Agata and Anna,
Thank you for taking the time to provide us with this constructive feedback. One great part of the Homestars community is providing us the opportunity to make things right and improve the service moving forward. First, my Customer Experience Manager is in the process of getting a hold of you by telephone. To answer your concerns: taking the 1-hour deposit over the phone is common practice in the industry, however I understand your surprise given the frequency of e-commerce transactions (such as PayPal) in Europe. I will coach my Customer Experience team to let our customers know that the information is not kept on person and is entered directly into our merchant account. Regarding your second concern - our mandatory pre-authorization on-site - this is asked of customers paying cash for their move, as we need to secure a portion prior to asking for a large cash sum at the end of the day. Again, this is great feedback for us, as there is a gap here in communication. Thanks for bringing this to our attention. Overall, I am happy to hear the guys did a great job for you. I hope you enjoy your new home! All the best. Ashton and the You Move Me team.