Respond to Carlos Sanchez review.....True Story....
Julia T.
Submitted this review about
BestWay Moving LLC
Review made Live: 8/14/2010 7:39:00 PM
......We were trying to respond in company owner field but we didn’t find how to do that….. And didn't receive the answer how to do that from Moverreviews.com customer service... so we are responding here….
Dear Carlos Sanchez and Visitors!!!!
Now, we want to remind you, Carlos, and make everything clear and fair to Visitors!
1. Let's start from very beginning.
When Mr. Sanchez contacted us to first time to get estimate for his move, he said that his Employer (Chicago Zoological Society / Brookfield Zoo) will pay for his relocation. ( and they actually paid at the end, because Mr. Sanchez's girlfriend called us after the move to request official receipt to the company for relocation services). And because of this, he asked if we can include his girlfriend move to the quote, but just do not show this as a separate move. So in this way, company will pay for both moves. From very beginning Mr. Sanchez tried to get his "slice of the pie".
2. Mr. Sanchez have provided us with detailed inventory list of items which will be moved (both: his and girlfriend's stuff ). Based on that inventory we provided him an estimate. By the inventory we was looking at 648 cu ft total (4536 lbs). At the end of the move, his actual volume of the move was 700 cu ft and he said its only his stuff (no girlfriends stuff at all).There was a lot of items not even listed in the items list. (only amount of boxes was twice more than he gave us in inventory for his and his girlfriend move). Obviously, customer didn't provide to us exact information.
And , , there are was not "only few piece of furniture" as he wrote. Please note 700 cu ft its almost 5000 lbs, which is normally size of furnished two bedroom apartment.
We also have Moving contract with Mr. Sanchez signature and with inventory provided by him, as a full list of items that he will move. The quote was based by items list provided. And in the contract stated that:
"This estimate is based on the inventory provided and services requested by client. Total cost may vary based on the actual cubic feet of your belongings and services required..."
"Any additional items or any additional services added will result in an additional cost according to the guaranteed rate that has been given to you on the quote"
I'll repeat one more time, customer sign this contract , its mean that he have read and agree to all terms and condition.
Also, in the contract listed all the additional charges such as elevator, long carry fees, shuttle fee packing charge if any packing materials will be used, etc. Also in the contract stated that the delivery time frame to Chicago IL is 1 to 10 business days from the Earliest Possible Day. EVERYTHING is in the contract , and Mr. Sanchez signed it, which means he acknowledge that he have read and agree to all terms and conditions.
3. Pick-up: Mr. Sanchez AGAIN providing incorrect information. He was schedule for pick-up between 12pm and 5 pm (NOT 12 and 4) .He have the contract with the scheduled time.( document on file). (Originally, he was scheduled for another day, but his girlfriend called two week after he booked his move , and asked if we can re-schedule him for May 8 at any time, because apartment building do not allow them to reserve the elevator. We already was totally booked for May 8, but we did our best and squeeze him in for arrival between 2pm and 5 pm). Yes, our movers was delay. BUT.... the reason for this delay is due to urgent medical matter. We had another move before Mr. Sanchez pick-up and happens that one of our worker had hard attack at the end of that move. As a manager of the BestWay, I went there immediately with one of our dispatch , and unfortunately we didn't call to Mr. Sanchez until 5.30 to let him know about delaying. We call him as soon as possible, after emergency took our employee to the hospital.
Yes, our movers came to Mr. Sanchez move at about 7.00 pm , and they did a great job . Mr. Sanchez filled out the survey at the end of the move, where he said : " ...Other than delay , crew was excellent". About the tool box! We DID have a tool box. There are wasn't only one key, for which our foreman kindly asked Mr. Sanchez if he has it. As he wrote in the claim, the bed was from IKEA, and IKEA furniture always going with its own tools.
One more VERY important factor that Mr. Sanchez have missed in his claim about pick-up. Next day after pick-up, when he called to complaint, he told us that because of our delay , he have to pay $150.00 to apartment complex/building as a fee for rescheduling and using elevator. But to the movers , at the time of pickup he just said that because he was waiting for us 2 hours we should pay him something, and he is going to get this money from us in this way . So, I decided to call to his apartment management to see if this charge is really have place to be. And after I speak with building manager/representative, I found out that there is ,OF COURCE, no any charges and no any payments was made. Plus, she even remember Mr. Sanchez , and even told me his name right after I just mention yesterdays move after 6 pm. So, how to call this? Lie?
And during conversation with Mr. Sanchez on the phone, I explained him what was the reason for our delay. We even have a note from customer, where all this happens, that he hope that the mover gets better .
But for all my facts Mr. Sanchez just told me : "You know what? I DONT CARE". And I heard this from a doctor???? ( Mr. Sanchez is a Veterinarian) I heart this from the person who should save someone lives????? Oh My God!!!!!
4. Delivery: As I mention before delivery time frame is 1 to 10 business days from the Earliest possible delivery day (as of the contract). In the document Mr. Sanchez wrote that his Earliest possible delivery day is May 10. But couple days after pick up Mr. Sanchez called to our office and said and he NEED to know exact day when his stuff will arrive to Chicago. Our representative explained him that , all the moves going in 53 foot trailer , we going to have another deliveries on the way to him, and as by the contract we have 1 to 10 business day delivery with 24 hours notice. Mr. Sanchez said , that his apartment complex allow to reserve elevator for only specific time frame and he need to now exact day and time. Everybody can understand that it's impossible to calculate upfront in what day, and especially what time shipment can be there (if it not Exclusive /one job in a truck/ delivery). But, we went above and beyond to accommodate customer needs. Our representative spend hours trying to find out specific details by calling to Mr. Sanchez's apartment complex and apartment management in Chicago. We change the whole delivery schedule for another customers , in order to provide Mr. Sanchez with more exact day. Finally, we schedule delivery for May 18 or May 19 .
Another thing, when we spoke with building management in Chicago, they let us know that there is NO WAY for 53 ft truck and trailer to access the building and it is NOT permitted by their guidelines . By our contract we have a shuttle fee (in case like this when there is no access to building , we have to use a smaller truck 16 or 24 ft and to reload everything in order to make delivery) or there are will be a long carry , if we have to park the track far away and just carry all stuff to building/apartment. ALL this terms listed in the contract and Mr. Sanchez knew about it. When we contacted Mr. Sanchez to let him know that we will need to use a shuttle, he said that he sure that there are will be access ( hm.. who knows better : person who just moved to the complex, or the people who build this complex and work with this every day??). Mr. Sanchez said that he will check by himself. Next day he called us back to let us know, that he measured the loading dock and there is more than enough space to fit the 53 ft truck and trailer. We just remind him, that if it's not, he will be charged for shuttle or long carry.
But , in the claim, Mr. Sanchez didn't mention about any of this . Instead, he wrote that driver didn't want to "back-up the trailer in to the loading dock". Dear Mr. Sanchez!!!!! There is NO way even to get in to your apartment complex for 53 ft trailer !!!! This was impossible because of turning radios required to position the truck into the loading dock! Even the management (Midwest Moving Management Company ) said this. Plus , they any way not allowing 53 ft trailers in the community. We didn't try to overcharge you or get addition money. We don't want that our employees walk 430 ft one way and carry all the furniture on dollies or on hands. We have another deliveries , and this extra, unexpected carry making us delay to other deliveries and causing another problems. Plus, you was aware of all possible charges at the time of booking in the contract, and one more time at the time of pick, at Long Distance Information Sheet where you put your initials!
5. Conditions of the items: in the claim Mr. Sanchez posted that he'll be happy to send a pictures of damage to anyone. Please, do it! Let people see what kind of damage it is . Some of those , you need to use magnifying glass to see! It is a long distance move. We doing our best to protect customer belongings. But sometimes damages happens.
But, Mr. Sanchez have basic insurance , which was included in the price, and will be paid accordingly. He submit a claim form, and based on the information about damaged items we send him a check based on the insurance coverage at 7/27/10.
6. Customer Service: We did our best to accommodate Mr. Sanchez move in any way. Our representative spend with him or his girlfriend hours trying to satisfied them , as our customers. We squeeze him in our schedule when he asked, we worked so hard to meet his needs at delivery. Basically, by the contract we could just stick with our time frame (for what customer was agree , as a result he booked with us and sign the contract), and deliver his items based on the contract . But, as I said before, we did our best to accommodate his move.
Bottom-line: We are apologize about delay at pick up. But this is life! And everything can happens in this world. And I am sorry , we cannot control some factors , like human health . We also sorry , that some of the items get damaged. We send him a check for insurance payment. About everything else I am strongly sure, that we provided a great service to Mr. Sanchez.
And about "aggressive call". When I saw the review on the yelp, i called to Mr. Sanchez. BUT, the call wasn't aggressive, I called him to discuss his review and go over this situation one more time. And I didn't asked him "Why he posted review to us? ". We asked him "Why he didn't post all truth about this situation?". At that time in the office I have two more people, who was present during this conversation, and they clearly heard how and what I asked So, it is another incorrect information from Mr. Sanchez.
