ComplaintsforCommander Moving, Inc.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They have lost so many of our household items, and they just do not have the courtesy of responding to our texts and phone calls letting them know of those losses by them.We can't find many of our cookware a few dinnertabl items, a few items from a vintage china dinner set, a vintage brass tray, three valuable decorative gold ****** lighters, silver trophy vase. Mosf likely we will notice more items. Most of the packing boxes were not labeled, packed with mixed items, poorly packed which resulted damage to fragile China and ornaments.I will update my review if/when they contact us and take responsibility for these loses.This move was conducted on July 17th, 2021.

  Business response

  12/20/2021

  When we originally moved this client there were some issues with his move and even though he chose the standard insurance option which covers .60 cents per pound per damaged item, we went out of our way to make make sure he was happy. We refunded him $170 to replace a damaged lamp shade, special ordered a piece of glass and searched for two days online for a replacement piece that he said was missing from his bbq grill, then hand delivered it to his house.  We were not notified that there were items missing until 4 months later when the client left a bad yelp review. However, we have seince takled to this client and offered to replace his missing cookware and for any missing boxes however, he decliened and said he did not want any monetary compensatiuon for the missing items. In regards to his calls not being returned we recently found out on 11/17/21 he tried to contact someone who no longer works here and we were actually in the process of finding his replacement the week that Mr. ****** tried reaching said employee. However, even there was no mention the missing items that were listed on yelp or in his complaint made with your oprganization. 

  We feel terrible that he was not happy with the service he received. We did everything that was asked of us. If there was something specific he wanted from us that was within reasonalble means we would be more than happy to oblige. We never want a client to walk away from our business unhappy and that is why we tried to make sure we responded to all of his request and never tried to ***** with him. We even blocked out a Satuday in our schedule for training/refresher for our entire crew on how to pack and move items safely. This  included watching videos, live demonstrations, going over reading material and answering questions. We also received a call from the clients daughter whos name the job was actually booked under and who was the contact person for this job and she called us to let us know that she was very happy with the service we provided so we were under the impression that this issue had been resolved. 

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