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Business's response - on 9/16/2009
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Initially we offered Mr. Nagi a free in-home estimate to be performed on Saturday 7/25/09 which circumvents the possibility of any surprises on the day of the move which the customer declined. He initially contacted us on Friday 7/24/09 at 2pm and needed to move on Monday 7/27/09 morning.
The phone estimate did not include any special packing service per his request. When our crew arrived to Mr. Nagi A. pick-up location, the foreman conducted a walk through prior to the start of the job. At this point, the foreman provided him with a new estimate, which included the additional packing services requested by the customer along with the number of hours it should take to complete the job. After reviewing the new estimate, Mr. Nagi A. agreed and signed, allowing us to perform the services.
In reference to Mr. Nagi A. alleged complaint about the crew; this is the first time Mr. Nagi A. has brought this issue to our attention. At the end of each move, we give each customer a questionnaire regarding the services rendered. One of the questions we ask is “How well did your moving team handle your special requests?” There are several options to pick from; one is “Excellent”, second is “Average”, and third is “Poor”. Mr. Nagi A answered this question by circling option one which is “Excellent”. He also wrote in additional comments area “Moving team was very good.”
We take measures to ensure that our customers are well informed and receive the best service possible from the initial phone call until the services are rendered. In retrospect, we would like to apologize for any inconvenience Mr. Nagi A. may have incurred during the course of his relocation.
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