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Review 9/19/2011
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Forget it!
I wanted to send a dresser and full size headboard to my granddaughter in Virginia Beach from the Motherlode Foothills. It got the best quote of $756 from SM & S so scheduled a pick up. Everyone was very charming and helpful. I stayed home from work on the Monday scheduled and no one showed up. I finally got to talk to Ben the scheduler and he told me pick up was scheduled for the next day. A second email showed up with the new day. So I stayed home Tuesday and no show again! Ben tells me he's in San Francisco and not coming and he would like to reschedule when they have a pick up in the valley. So I am waiting 3 weeks now. I call up and ask if we can bring the dresser and headboard to San Jose to the SM & S headquarters. He says yes, but the move will now cost $1200. Even though I have a quote for $756! Seriously????
Choose another company!!!!
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Business's response - by R. Aldyon 11/18/2011
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We apologize for this misunderstanding. Our prices are dependent on several factors and are unfortunately subject to change at anytime during the year. However, once a customer is reserved and a specific price is agreed upon, we are obligated to honor that price if we provide the service. This move was reserved and rescheduled several times before our company had decided to cancel this move because of miscommunication between our dispatch department and the customer. We apologize for the inconvenience and because of the poor customer service skills, provided by our employee’s while handling this reservation, all employees involved will be evaluated and reprimanded for their poor customer service and lack of communication.
Nonetheless, we unfortunately cannot provide non-profit services and because of the distance from our location to the customers pick up location, the distance from the customers pick up location to the customers delivery address, and the time that the customer wanted this move, we were unable to provide this service for the price that the customer had requested. Also, every so often unforeseen events like maintenance problems with a truck may occur. Unfortunately, this sometimes cannot be helped. I apologize if a maintenance issue within our company has inconvenienced you at all. It sounds like there was a lack of communication and poor communication within our company. We have since evaluated our record keeping and the communications between salespersons, the operations department, the dispatching department so that this type of error does not happen in the future.
Because of issues such as this and cost effectiveness within our company and the current market for moving services; we have cut long distance services we provide to a minimum and are currently only providing long distance services within California. I apologize but we are unable to provide services to your area at this time because we simply cannot afford too and because you are not
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