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Review 5/3/2010
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I'm surprised to see good reviews for this company. I have moved many times and have never ever had such a terrible experience. I booked my move with Ben Aaronson. He was very personable and told me that he would be with me every step of the way, that I should put his number in my phone. I was promised delivery of my things between 4/27/10 - 5/1/10. Today is 5/3/10 and still now belongings.
I had to call them everyday last week because no one would call me to let me know when my things would be delivered. On Friday, I was told it was confirmed for Monday. Though very unhappy, I made it through the weekend with the knowledge that delivery would be Monday. The customer service rep said she would call the carrier on Monday at 9 a.m. when she came in to confirm a time for me. I had to call at 9:30 a.m. and she still hasn't returned my call. Sadly, she left it to another rep to tell me that my delivery won't happen until tomorrow. When I said this wasn't acceptable and wanted to speak to a supervisor, I got nowhere. I seriously do not know how this company is in business. I wouldn't be so angry if they would just keep me informed. It's because I've had to do all the tracking down for information that makes this experience so horrible. Don't use them! Unless you don't care about customer service.
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Business's response - by JasonVon 5/5/2010
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Thank you for notifying us of your complaint. We strive to provide our customers with the best possible service, and when the customers feel that we have failed to meet their expectations, it's important for us to know.
We're sorry that you received service that impelled you to contact us with a complaint, and we regret any inconvenience or frustration that this moving experience has caused you. We have spoken with our customer service representative and will speak with the carrier that provided the service to ensure that our future customers receive the level of service that reflects the high regard that we have for our customers.
Although Mr. Aaronson would have liked to have assisted you with your issues; what you were experiencing was better suited for our customer service department to handle. Ms. O’Kelley, we can not apologize enough for the delivery delay or the level of service you incurred during the moving process. Please be advised that we customarily make every effort to update the customer accordingly throughout the move. However, the customer service representative that was assigned to your account was out of the office which compelled another one of our representatives to assist you with the move.
While our carriers strive to deliver the customers belongings within the timeframe required, sometimes issues may arise that will prevent the carrier from delivering the customer’s goods within the allotted timeframe given. Although you were not satisfied with the information provided, on 4/30/10 our representative informed you that your goods were scheduled to be delivered on 5/3/10 (2 days late). We contacted the carrier on your behalf and were advised that a delay/inconvenience claim has to be filed with their office for the 2 day delay.
Thank you again for bringing these matters to our attention.
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