An Example of Priority Moving's Customer "Service"
I sent the following (wordy!) email two days ago to the General Manager of Priority Moving and copied the owner.
I have yet to receive any acknowledgement or response.
Now - I'm not saying all companies have to necesarily embrace "the customer is always right" as their service policy. That said, if your company is not adequately staffed or does not have a system in place to at least address customer concerns with a "We're sorry you are not happy with our level of service, someone will be getting back to you within x days", that tells me you're unprofessional and/or just don't care.
What I especially love is that a less-than-stellar comment on Yelp somehow merits a phone call the same day from Ira Wren, General Manager. Since Priority Moving clearly seem to care about publicity - I'd figure I'd help them out by giving them a little publicity here on my blog:
Ira -
As mentioned in my initial phone calls, the issues with the services provided on May 17, 2010, were chiefly related to furniture assembly at the new location - not with property damaged in transport. While most of the damage occurred to items that were being REassembled by your movers (who disassembled the items at their own discretion), the greatest, most costly, and inconvenient damage was to my bed, for which I had requested assembly services only, at the time I scheduled the move. As such, I want to inform you of my dissatisfaction with the services I have received from your company. While I understand it takes time to gather information and I was delayed in providing you with the paperwork you requested (chiefly because issues resulting from the move have created significant challenges in getting unpacked), I am disappointed that Priority Moving holds its customers' satisfaction in such low regard that you would delay any inquiry process until the paperwork was received. As discussed when I initially brought my concerns to your attention, in addition to the costs incurred for the time it took for disassembling, damaging and improperly re-assembling my furniture, my complaint also concerns a number of issues with your services, including (but not limited to) me being left with a bed that was dangerous to sleep on, having to procure a hotel room for my mother (at 11pm, following a full day of moving and unpacking) for two nights, cost of and transportation to/from said hotel room, sleeping on the floor (as the bed is unsafe for sleeping in) until I could obtain outside assistance to clear enough space to set up an air mattress, purchase of said air mattress, and lack of use of 2 of my primary pieces of storage furniture. Even if these damages occurred in transit, and company procedures compel you to delay any action until proper paperwork is received, I would think that 2 weeks would be sufficient time to at least take the necessary steps to allow me to have the broken furniture removed, repaired and/or replaced. I remind you one more time that, due to your movers' sub-par assembly, I have been without a bed since my move and am unable to use my bedroom. Rather than, once again, provide a complete list of my additional concerns regarding the above, I have attached copies of my previous correspondence, as well as my initial Yelp review regarding my experience with the move. As your response to the aforementioned Yelp review was significantly more immediate than the formal complaints I have brought to your attention thus far, I gather you certainly have the capacity for pro-active, prompt follow-up. Accordingly, to solve the problem, as a start, I would like someone from Priority Moving to contact me by the end of the week (8/21) to - at a minimum - schedule a mutually convenient time to inspect the damages I have reported, as well as to disassemble and remove the broken bed (so that (a) the degree of damage by your movers to my mattress/box-spring may be adequately assessed, and (b) I regain use of my bed/bedroom within a relatively reasonable time-frame). If Priority Moving chooses not to do this, my understanding will be that you consider the documentation with which you've been provided, along with photographs and third party witness accounts/estimates, to be sufficient evidence to support my claim. Additionally, as these expenses are not related to damage in transit, but rather your company's failure to install them in a good and workmanlike manner, my understanding is the 60 cent/lb insurance limit would be applicable only to the glassware which was dropped, and therefore bears no relevance on the remaining items in question.In short, unless arrangements are made this week for Priority Moving to promptly obtain whatever further information may be required on your end to support my claim, I will move forward on my own with removing, replacing, and/or repairing the items you damaged and will submit copies of receipts for the related expenses to be included with the information you are using to process my claim. I look forward to your reply. My preferable method of contact is email, and I will reply within 24 hours of receiving your response. However, should you need to call me, my daytime telephone number is xxx-xxx-xxxx. Given Priority Moving's advertised concern for customer satisfaction, maintaining good standing with the BBB, and adherence to the AMSA/CSMA code of ethics, I trust we can work together to resolve this promptly, amicably and to our mutual satisfaction. I will therefore allow two weeks before referring this to the appropriate consumer agency.Thank you for your assistance and cooperation in this matter.
Sincerely,
Faryl Zaklin
